Reviews

 While we regret any inconvenience experienced, we want to clarify the role of Claims Service International (CSI). We are not an insurance company, nor do we process insurance claims. CSI is a third-party claims service engaged by moving companies to assess their legal liability for household goods claims. All responsibility for loss, damage, delays, and the payment of claims rests solely with the moving carrier, including any settlements.

In this particular case, the claim in question is a valuation claim. This type of claim is based on the valuation protection that the customer selected and signed for on the legal contract the day of the move. CSI plays no role in this process. The valuation chosen by the customer determines the level of compensation, and it was signed for willingly by the customer at the time of the move. The customer opted for a valuation coverage of $0.60 per pound per article. As such, compensation is calculated based on this valuation.

At the time of delivery, the customer signed a legal document stating that all items were received in apparent good condition, and no missing items were reported. This signature is binding and cannot be disputed.

Despite the lack of documentation for the missing boxes, the carrier still offered compensation as though the boxes had been reported. The two boxes, weighing 20 pounds each, were compensated according to the valuation of $0.60 per pound, resulting in a total of $24.

We understand the customer has reached out to ********************** regarding the settlement, and we have contacted the carrier on behalf of the customer as a courtesy. However, we must emphasize that CSI does not issue payments; this responsibility falls entirely on the carrier.

CSI will again reach out to the carrier, but the customer must also do the same. Since we do not issue the payments we have no idea as to when the carrier will mail / has mailed the payment or how it will be / was sent. 

The customer is filing their review against the wrong party. CSI is not responsible for their valuation choice nor for payment of their settlement.  

We regret that the customer felt the need to file this review, but trust that the above explanation enables them to better understand our position on these matters. 

We apologize for any inconvenience that ******************** may have endured. We would appreciate if he would kindly please review our response. 

Increase: 

A binding estimate is an estimate which is binding on both the customers and the carriers whether based on cubic feet or weight. Both the customer and the carrier agree that for the services described in the estimate, the charges will be as disclosed. Binding estimates if based on weight do not require a weight ticket and will not change according to the weight of the shipment regardless of the result of the weighing. The only way to change a binding estimate is to write a new binding estimate that automatically cancels out any previously given binding estimate. For example, if the original service order changes and more items and / or more services are requested to be shipped or performed by the movers, then a new binding estimate must be issued to include the new charges resulting from the added items and services. The revising of an estimate must be due to a change of order which results in a change of charges. 

******************** provided the sales representative an inventory list consisting of 37 pieces to transport which was estimated to occupy approximately ************************************************************************************** require additional services which were not listed on the Estimate then the price will increase accordingly.

Upon arrival to the origin ******************** shipped 68 total pieces which increased the volume by 700 cubic feet to total 1136 cu ft.  The items added were larger items such as a refrigerator, a piano bench, a desk, plastic tubs, a file cabinet, an extra large cabinet, just to name a few. They also required packing services which were not ordered for the estimate. Per federal regulations any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide a new binding estimate which automatically cancels any previous estimates. ******************** was provided a new binding estimate which included all requested additional services prior to the loading of their additional goods to which their signature attests. ******************** instructed the movers to pack and load everything and that they would be responsible for payment for all services rendered.

Total Volume:

While ******************** states they stacked the items and measured that is not the same as how things can be stacked in a moving truck. Further, you have to take into consideration that the truck will be in transit with the shipment inside. 

When loading items into the moving truck for transport, the top priority is the safety and integrity of the belongings during transit. This entails careful consideration of weight distribution and the fragility of certain items. Unlike stacking items at home, where the main concern may be fitting as much as possible into a confined space, proper stacking inside the moving truck involves strategic placement to prevent excessive top weight and potential damage to items below.

Excessive top weight in the moving truck can lead to instability during transit, increasing the risk of shifting and damage to your belongings. By arranging items strategically within the truck, the aim is to distribute weight evenly and minimize the risk of damage during transport.

Furthermore, some items have specific requirements due to their fragility, shape, or size. For example, delicate glassware or electronics cannot withstand the pressure of heavy items stacked on top of them. Similarly, bulky or irregularly shaped items may require specialized handling to ensure they are properly secured and do not cause damage to other items during transit.

While arranging items for transport results in more volume compared to compact stacking at home, this approach is essential for ensuring the safe and secure transport of your belongings The goal is always to deliver the items to their destination in the same condition as when they were packed, and proper stacking techniques play a crucial role in achieving this objective. Therefore, sir, the measurements of the total volume of the items stacked in your home is not accurate compared to when the items are stacked in a moving truck.

Claim:  

******************** initiated a dispute by simply expressing disapproval and threatening legal action without providing any supporting details for potential adjustments to the settlement amount. Their communication mainly consisted of leveraging their status in the legal field and intimating the use of it against CSI and the mover. 

It's important to clarify that CSI operates solely as a third-party claims processing entity, not an insurance company. We provide recommendations regarding carriers' legal liability according to Federal/Local Regulations, the legal documents for the move (contract signed between the customer and the carrier), the customer's valuation that they signed for, and claims adjusting guidelines. CSI does not pay any settlements; it is the carriers' responsibility to pay their settlements. These distinctions are reiterated to customers multiple times during the claim filing process. Customers are required to sign acknowledging their understanding of this information upon registration and again when submitting their claim, effectively releasing CSI from any and all liability as legally specified in the terms and conditions they sign. Therefore, ******************** should already be well-informed about these aspects.

We regret that ******************** felt the need to post this review.  We trust that the above explanation enables them to better understand our position on these matters. 

Dear *****,

We understand your frustration and apologize for any inconvenience you experienced.

Please allow us to clarify that when you sign the release form, it is automatically sent to the carrier and uploaded to the claim without requiring any manual intervention. This process has been in place for years and has consistently proven reliable. Additionally, just as you have access to an online portal for your claim 24/7, carriers also have their own online accounts where signed release forms are immediately accessible.

We want to assure you that there was no failure on CSI's part in this matter.