ComplaintsforVeterans Moving Florida

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Sunday, September 17, 2023, I hired this company for moving service due to an immediate move that was needed. This moving experience has been one of the worst I have ever encountered. I used this company as a last-minute move and thought that it would stand my its name of being professional. That was not the service I received. The mover was slow, milking the clock, and my items were not protected as promised. My items were damaged, and I was left with a 0.60 cent/ per pound agreement for my damages (that was not my choice nor offered to me). They record all the calls and are able to review their records. This would not cover the repairs. All the items that I wanted moved did not make it. After much dispute about the hidden fees, the employee's forgered my signature on the completion documents.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing this email in an effort to resolve the issues with our move, specifically damaged property and lack of communication.My wife and I chose this company because it is Veteran owned and operated. As we continue to sort through boxes and find improper packing,we also found a number of items that were broken as a result of faulty packing.On the second day of our move we were promised 2 trucks and 6 movers, 1 truck and 3 movers showed up, and no reason was given till later that evening.While moving the items from the upstairs bedroom, the movers damaged the wood floors leading out of the bedroom to the hallway, with no accountability or notifying my wife or I of the damage caused.We were charged for a mattress bag, however the bag was never secured (taped closed). We received our mattress the next day due to heavy rain and when it got here it was soaked from water seeping into the bag. Our Drinking glasses were packed at the base of a box with our air fryer on top of it, resulting in broken glasses.I am requesting a refund for services rendered due to the damage to our property.

  Business response

  07/06/2023

  Dear ******************,
  We appreciate you bringing your concerns to our attention, and we apologize for any inconvenience you may have experienced during your recent move. Our team works diligently to ensure that every customer's relocation goes smoothly, and we genuinely value the feedback we receive.

  Each team member, including the dispatch and sales departments, has provided their own explanation regarding your complaint. After a thorough review, no evidence of damages has been discovered. We have actively collaborated to thoroughly investigate your concerns and provide the necessary support. From my standpoint, this company has consistently maintained a high level of accountability and successfully completed numerous moves. However, it is important to keep things in perspective. I had requested that you provide any information that could assist in resolving your complaint within the framework of our agreement, but unfortunately, no such information has been provided. Our agreement is straightforward and carries the intended meaning.

  After carefully reviewing your refund request, we regret to inform you that we are unable to approve it based on multiple factors. Firstly, as stated in Section 4 of our move agreement, any damages, loss, complaints, or concerns must be reported within 24 hours of the completed service date/time to be eligible for consideration. Claims reported outside of this 24-hour window cannot be accepted, and we are unable to assume responsibility or liability for any damages or missing items beyond that timeframe.
  Additionally, we must draw your attention to the signed estimate, which clearly outlines that all sales are final. This document explicitly highlights that refunds are not provided. As a result, we are unable to ***** your refund request in accordance with the terms agreed upon in the estimate.
  We understand the importance of addressing customer concerns and we are always here to assist you. If you have any other questions or require further assistance, please do not hesitate to reach out to us. We value your feedback and are committed to continuously improving our services.
  Thank you for your understanding.

  Customer response

  07/06/2023

   
  Complaint: 20164245
  
  I am rejecting this response because:

  Dear Veterans Moving Florida,
  
  
  I hope this email finds you well. I am writing to express my dissatisfaction and provide a rebuttal regarding your recent decision to deny my reimbursement claim for the damage caused to my items and property during the moving process. I believe there has been a misunderstanding or oversight, and I kindly request that you reconsider your decision based on the following points:
  
  
  1. Detailed Documentation: Upon discovering the damages, I immediately called and gave a description to ******. I made detailed notes of each affected item and the property. I can provide these records as evidence of the extent of the damage incurred during the move. The documentation clearly illustrates the condition of my belongings before and after the moving process.
  
  
  2. Professional **************** I opted for your company's professional packing service, which includes a promise of safe handling and protection of my belongings. I expected that my items would be adequately protected and treated with care throughout the entire moving process. However, the damage that occurred suggests that proper precautions were not taken, resulting in a breach of the agreement.
  
  
  3. Clear Liability: It is evident that the damages occurred as a direct result of the negligence or mishandling by your moving team. The items were handled by your employees during loading, unloading, and transportation, leaving no room for doubt about liability. I urge you to review the incident report and acknowledge the responsibility of your personnel in causing the damages.
  
  
  4. Loss of Personal Property Value: In addition to the physical damage inflicted, some of my personal items have experienced a loss in their overall value due to the harm they incurred during the move. I kindly request a fair assessment of the diminished value of these items, as their worth has been significantly compromised.
  
  
  Considering the points mentioned above, I believe that my reimbursement claim is justified and should be reevaluated. I kindly request that you review the matter again, taking into account the supporting evidence and the responsibility of your company in ensuring the safe transportation of my belongings.
  
  
  I trust that you understand the importance of resolving this matter promptly and amicably. I hope that we can find a mutually agreeable solution.
  
  
  I look forward to hearing from you within the next two weeks to discuss this matter further. I appreciate your attention to this issue and anticipate a prompt and fair resolution.
  
  
  Thank you for your understanding and cooperation.
  
  
  Sincerely,
  
  *****************************

  Business response

  07/06/2023

  I hope this email finds you well. Thank you for reaching out to us regarding your dissatisfaction and providing a thorough rebuttal in response to our decision to deny your refund for damages incurred during your recent move. I appreciate the opportunity to address your concerns and clarify our position based on the signed agreement.
  
  After carefully reviewing your points, our team has reevaluated the circumstances surrounding your claim. However, I regret to inform you that our decision to deny a refund remains unchanged. Allow me to provide further clarification based on the agreement that was signed prior to the moving process:
  
  Liability Agreement: As outlined in the agreement you signed and specifically agreed to, our company's liability for damages is limited within a specified window of time, which unfortunately falls outside the scope of your request for refund. We understand that you are now attempting to offer evidence, documentation and records of the damages incurred, but according to the agreed-upon terms, we cannot extend our liability coverage beyond the specified timeframe and based on our agreed-upon liability window, the new evidence you wish to submit is not eligible for coverage. We have attached the original complaint email sent from you listing only mattress damage and "faulty packing".
  
  Professional **************** Our company offers professional packing services to prioritize the safety of your belongings. While we strive to minimize the risk of damages, it's important to note that if damages occur. We provide free valuation coverage up to $15,000 at $0.60 per pound per article, as specified in the agreed-upon liability coverage. You consciously chose this standard valuation over an additional cost for enhanced coverage options each day of your move. 
  
  Liability Assessment: We do not acknowledge the damages that occurred, our internal investigation and incident report indicate that any damages that *** have occurred were not a result of negligence or mishandling by our moving team. We have thoroughly reviewed the actions of our personnel involved in your move and found no evidence to support their liability for the damages. We deny and demand strict proof.
  
  Diminished Value Assessment: We acknowledge your concerns about the diminished value of certain items caused by the damages during the move. However, it's important to note that our liability coverage, as defined in the signed agreement, is subject to specific limitations. This includes coverage up to $0.60 per pound per article and reported within 24 hours, which was clearly outlined and agreed upon. Unfortunately, the assessment of diminished value falls outside the scope of our agreement
  
  I understand that this *** not be the resolution you were hoping for, and I regret any inconvenience this situation *** have caused you.
  
  If you have any further questions or would like to discuss this matter further, please do not hesitate to reach out. We genuinely appreciate your understanding and cooperation throughout this process.
  
  Thank you for your understanding our position of this matter.

  Customer response

  07/10/2023

   
  Complaint: 20164245
  
  I am rejecting this response because: in the matter in which business was conducted and related on top of the damages to my property.

  I no longer wish to pursue this.

  
  Sincerely,
  
  *****************************

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