ComplaintsforSwift Moves, LLC

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with the company originally in April 2016. They moved our possessions from our ************************************************************************ home to storage, as we sold our home. They again moved our possessions on August 18, 2022 from storage to our new home at ************************************************************************************************. I filed our claim with the company consisting of many items they did not move, or that they broke or damaged from our *********** **. home to storage and from storage to our ********************* ** home, I signed a contract with them that *** have included that they would reimburse us for item weight, rather than replacement cost. The contract *** also have included that they would not reimburse us for items that were not moved. They notified me that they only reimburse us for items that were damaged, or broken and by item weight. And that they do not reimburse customers for items that were not moved. My wife and I find their policies terrible!! They should place themselves in a customer's shoes and reimburse for items not moved also. As their employees could have stolen our non moved items!! We know that companies and employees make mistakes. But not moving or stealing items is unacceptable and we should be reimbursed for all items I listed on our claim.!!My claim was for 831 pounds. They reimbursed me for Only ****** pounds. So they owe us reimbursement for ****** pounds, or $381.20. We can't replace their not moved items with their unfair reimbursement!! I listed our desired resolution as "Finish the job." What we desire is a $381.20 additional reimbursement.My claim listed our non moved and broken or damaged items. We received their check 1/23/23 that was for damaged or broken items ONLY!! Also, their letter read that I listed an overestimated item weight. I find this very insulting and their Poor business practice!

  Business response

  01/27/2023

  Hello **********************,
  
  Thank you for reaching out about your recent move with us. I would be happy to address your concerns below.
  
  I am sorry to hear that all of your items did not fit into a single truckload for your move. We do work at an hourly rate for only the exact amount of time that customers need our help to ensure they are charged fairly.If additional moving services are needed, we are more than happy to provide them at the hourly rates that were quoted. It does appear that we offered to have the team return to your home to grab any items that were not moved once they completed the first truckload, but this was refused by either you or your wife to save time. We are also still more than happy to return to your home to provide any additional moving help at the hourly rates you were quoted. Unfortunately, we are not able to accept liability for items that we did not move or how those items were stored by a different company for seven years.
  
  Our claims manager encouraged you to file a police report if you believe any items may have been stolen as that would provide a much more appropriate response if you believe theft occurred. To our knowledge this has not been completed. We are always more than happy to cooperate with law enforcement to help with any investigation.
  
  Our claims manager provided a breakdown of how our claims department determined the amount of reimbursement for you to review, unfortunately, we cannot strictly go off of a customers estimate of weight if the actual weight of the item is different.
  
  Please feel free to let us know if you have any additional questions.
  
  Kind regards,
  
  *************************
  Swift Moves, LLC
  **************
  ******************************

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