ComplaintsforMidway Moving & Storage, Inc.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This dispute is about a move. The quoted price for the move was $4800. The movers knew they were moving a 4 bedroom condo. The move occured over 22 hours extending past midnight to 5 AM. They final invoice issued was $15,500. They agreed to a discount on site to $10,000. an additional $1,050 tips was given for a total of $11,050. They later charged an additional $580 for storing items in their truck they could not get into the condo. After issuing a negative comment on ******* they retaliated by multiple phone calls to have the review removed. They additionally charged $3,050 to balance bill the original invoice despite it having been fully paid and signed.Our request is no billing over 15% of the original estimate. We are requesting a refunds of $5,060.

  Business response

  01/26/2024

  To whom it may concern, 
  
  
  Please allow this email to serve as a response to a complaint filed by ********************************* 
  Providing quality service and staying within a customers budget is most important to us.  
  
  
  The following are details related to the ****** relocation. 
  
  
  On January 18, **** Midway was hired to provide packing and relocation service from **************** to 11 ****************.  
  
  
  Upon arrival, the customer required a considerable amount of packing beyond the original phone estimate. The additional service required additional labor and materials.
  It took our team approximately eight hours to pack and load two truck. 
  The customer was informed that we recommend a two day project based on the size of the relocation and logistical requirements involved. The customer then signed a revised estimate for $10,000.  
  
  
  Unfortunately, she insisted, our movers stay and complete the project in one day. The customer refused to allow the ********************** to take the household furnishing offsite to our storage facility and deliver the following day. The customer demanded the ********************** remain on-site until the job was complete. The job took 21 hours. 
  
  
  It appears the customer was hoping ******************** would honor the original phone estimate. She was informed the final invoice would be much greater as a result of the additional labor material involved. 
  
  
  Please note, the ****** family has utilized Midway service for many years. It is our goal to resolve this matter reasonably and expeditiously. 
  
  
  Additionally, the customer has a balance due of $3,050.48 due at this time. 
  
  
  If you have any additional questions related to this matter, please let me know. 
  
  
  ********************** 

  Customer response

  01/26/2024

   
  Complaint: 21193695
  
  I am rejecting this response because the head mover, ****, accepted a negotiated rate at the completion of the work as he said he was able to make such negotiations on site and we both signed the completed work order for $11,050.  $1000 was prepaid and my card was charged $10,050 for the work complete.  This paperwork was signed and as final.  The business is now retaliating by issuing a new invoice of about $3,000 for a one star ****** review.

  The business is also failing to provide me with a copy of the signed paperwork despite my request of such paperwork where the final negotiated price was summarized and agreed upon.

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

  Business response

  01/29/2024

  Good Morning, 

  As I said in my previous response, Our Drivers and Crew Chies do not have the authority to offer discounts or negotiate on behalf of the company.  It was suggested to do the move over 2 days.  It is my understaning that your wife instructed the crew to complete all services on the same day.  All moves are based on actual Time and Materials needed to provide services.  

   

  Thank you,  

• Initial Complaint

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Midway Moving and Storage has charged me for items they have lost. Midway Moving and Storage will NOT process an insurance claim. Midway Moving and Storage has NOT reached out to me for a solution.Midway Moving and Storage took in over $20,000 of furniture. I paid for the move, I paid for the storage and they are NOT able to locate my items. Midway Moving and Storage has ignored my phone calls, email and letters. I have disputed Storage charges for the lost items and now Midway Moving and Storage is sending me bills for storing the lost items.If this is not resolved in the next 30 days I will contact the *************** ***************** for THEFT. I will also contact ** Attorney General as they told me they were very interested in the outcome of this situation.

  Business response

  04/21/2023

  Mr. ********, 

  You stopped payment on the credit card.  Until payment is made in full,  We are unable to review and make any settlement on this claim.  

   

  Have a nice weekend.  

   

   

  Customer response

  04/24/2023

   
  Complaint: 19905275
  
  I am rejecting this response because:

  My claim was made on 5/2/2021.  My account was PAID IN FULL at the time of the claim.  I had EVERYTHING removed from storage on 2/9/23 and my account was PAID IN FULL.  Midway Moving & Storage had nearly 2 years to file and complete this claim and they IGNORGED it.  At this point this I have contacted the ******** Commence Commission, 

   

  I will continue to pursue this claim. 

    

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

  Business response

  04/25/2023

  Again.  Until this is paid in full and all disputed dropped, this claim will ot be adressed.  I am aware you spoke to the ***.  I sis as well.. I know for a fact, you were told the same this by them.  

   

   

  Customer response

  04/25/2023

   
  Complaint: 19905275
  
  I am rejecting this response because: 

  Midway Moving & Storage had NO intention of filing a claim.  My charges were disputed on March 2023.  I filed the claim on 5/5/2021.  My account was paid in full at the time I disputed the charges on 3/23.  Midway Moving had 2 years to file this claim.  

  During the 2 years Midway Moving & Storage had to file this claim, they ignored every email, every phone call (over 20 attempts) to settle this matter.

  IGNORE, IGNORE, IGNORE.   

  Additionally, outstanding charges is not a valid reason to without a claim. 
  

  I paid for the insurance at the time of the move.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i have been a long-time customer of ********************. 7/**/2022 I was moving to my new address moving items (storage items for years). Their employee ****, start3e opening my boxes on the truck (where he could not be seen) and was caught. His response I was only opening items labeled pillows, but I had items stuffed in the pillows. I asked him to give me the boxes, for the items in the boxes were all labeled, he refused. I could not tell what was taken initially so I just dismissed it as harmless. However, several days later I realized what had happened and contacted Midway immediately. I told them the items missing and took pictures of the cabinet that was damaged. Midway immediately asked how they could make it right, just merely hoping that I would continue to store with them, which I decided not to. They agreed upon moving all my items out I would file a claim about the cabinet, and they would address the loss; however, once they received the payment for moving my last items out of storage they have refused to follow through. I want compensatory damages for the cabinet and the items stolen by their staff. I believe that Midway is not properly vetting their employees and sending into our homes leaving us vulnerable to theft. I had been with Midway for years, but the management of the company is deplorable. I discussed this issue with **, ****, ***************************** and I believe ***** to no avail. Also, they were notified immediately upon the last move 10/27 that my piano (baby grand) was not assembled properly (the pedals are no longer working - likely assembly issue) but they refused to return. The contract reads they are responsible for assembly of the items they took apart. When signing the final delivery, I noted the items stolen and the item damaged; however, on the copies it does not show up. When signing I spoke to the delivery person of my total disgust with Midway directly. Midway has refused to take any responsibility (damage, theft, assembly).

  Business response

  11/17/2022

  Good morning,  Ths is not Entirely Correct.  Midway did send you a claim form to complete and forward back to **.  To date we have not received that completed claim form in order to address your concerns. 

  As I stated when we spoke, Please forward it back so that we may address your concerns.  That is Policy for all moving companies.  You did not what to hear what we were trying to explain to you and hung up on me.  So again,  Please complette the claim form and forward it back so that we may address your concerns.  

   

  Thank you and have a wonderfu day.  

  Customer response

  11/21/2022

   
  Complaint: 18412654
  
  I am rejecting this response because: I requested the form multiple times.  ********************* has yet to send.  She never follows up I have proof of multiple emails sent to her which she never follows up.  I did not hang up on her.  When she started changing what was agreed upon verbally, I told her I would rather now communicate via emails.  What I have learned about midway is that there is continual lying by representatives and ongoing misrepresentation.  if you are able to obtain the form (claim) I will no problem completing it.  When we initiallyl discussed the claim, it was then agreed that we would wait until after the last moving of items.  Since then, they have ignored my requests 1) repair cabinet 2) assembly piano or cover the costs a professional redoing it correctly, responsibility for the items noted to them that later noted were stolen by their staff (****) opening my boxes on the truck with my initial knowledge or permission.  He was caught doing such and then refused to provide me with the labeled boxes so I could have immediately determined what was taken.  
  
  Sincerely,
  
  *************************

  Business response

  11/21/2022

  This was sent ***** thing this morning to *************  When she said she did not receive it, It was sent 2 additional times.  The exact same way.  

  Once we get the completed claim form it will be reviewed and processed. 

   

  Customer response

  11/22/2022

   
  Complaint: 18412654
  I have just received the claim form yesterday.  I will complete it and keep you posted if they fail to follow through.  My concern is also that they send people into our homes that *** not be properly vetted.  Please check the site for the number of theft allegations made in the past year.

  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business response

  12/06/2022

  To date I have not received the completed claim form from *************  Until which time it is received, there is nothing I can do.   Once we received the completed claim form, we legally have 120 days to make an offer or demy a claim.  ************ received the claim form on 11/22/2022.  

   

  Please forward over so that we may address your concerns.  

   

  Have a wonderful Holiday Season and a Merry Christmas.  

   

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Midway Moving has had my goods in storage as a result of my being in an auto accident that left me permanently disabled.I contacted them on 7/1/2022 inquiring what the lead time was to get my things out of storage and able to move.I found an apartment and signed the lease to move in on 7/19/2022.I requested an estimate for that on 7/15/2022, and paid $1,164 for them to move my goods in on 7/20/2022.I received an email from *************************** on 7/19/2022 stating that they would be unable to complete the move without any explanation.I had to initiate a phone call to her to find out what was going on.I was told that I owed additional money for storage, but due to a new accounting system, they didn't know what it was, because they didn't invoice me or keep a running total.****** at one time attempted to blame this on me because I said I had been sick with COVID and hadn't done anything.Midway did not send me a single invoice for over 2 years!In the meantime since they have all my furniture including a bed, I had to go out and purchase a bed to sleep on. That was $1085 that I didn't need to spend.!I requested several times what the balance was that was owed but never received a reponse.I sent a demand letter via email and Certified Return Receipt on 8/3/2022 to *************************** and *********************** (President) and never received a response.In order to live in some normal manner, I went to FB marketplace and purchased 2 chairs and a lamp for $1040. I didn't need any of these things because Midway Movers has them!On 8/22/2022 I sent an email to *************************** requesting to see if they actuall have my possesions.She responded on 8/23/2022 and that I would have an invoice from them the next day and that I would need to pay that before receiving anything.It has now been 37 days I have been living in my apartment waiting for *************************** to create an invoice.

  Business response

  09/06/2022

  Mr. *******,  

  ****** has been working with you to get these issues resolved.  There was no way for us to know you were in an Auto accident.   Please continue to work with her.  

   

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 25, 2022 We need to dispute 2 of the charges on our final bill.The issue started when the movers arrived 3 hours early (9:28am) on the day of the move. This caused a significant amount of changing our plans on our end. We specifically confirmed a 12:30 move-in time because we had to work that morning, had to get a rental car earlier which cost us additional money, and they started moving things into the apartment before we even arrived or had gone through the move-in documents with our new building manager.The movers got everything into the new apartment by 10:37am and charged us for 3 hours of work, despite the fact that they called us at 9:05 to tell us they were going to start packing up our things from storage, or that they actually started the move just around 9:30am. The experience was really difficult and disappointing because Midway Moving was really helpful being able to help us move when our other movers fell through, but this experience made for a ton of extra work, stress, and money during our move. Given everything that happened,we would like to discuss getting a credit back to our account to reflect the time we were charged for that we shouldnt have been.We need to be credited 1 hour @ $250 given the entire move happened in 2 hours, and given the issues of having to move everything earlier with little to no heads up, we should have the hourly rate for Workers, Truck Charge, and Travel Fee reduced to reflect 4 workers similar to our move out on 5/14 of $194.

  Business response

  07/21/2022

  Good Morning ******************,  

  We pulled the paperwork from your exit from storage.  They had to load the shipment out of our warehouse prior to delivering to you.  The clock starts when they leave our facility till the time they close the doors on the truck.  Based on the signed paperwork.  It States:  

  I am confirming that the shipment was received in aparent good condition except as noted in inventory, and that services ordered were performed.  

   

  This is signed and dated on May 25, by *******

   

  Customer response

  07/22/2022

   
  Complaint: 17595659
  
  I am rejecting this response because: this does not address the fact that they arrived 3 hours early and began unpacking without either of us present in the apartment. This also does not address that the amount of time it took them to unpack was less than we were charged, as submitted in our original claim to Midway. 
  
  Sincerely,
  
  ***************************

  Business response

  08/11/2022

  Good Morning, The day services were provided there is a 3 hour minimum.  That is what you were in fact charged for.  I am not sure who let the movers into your new dwelling as someone had to let them in and give them the authorization to start delivering your items.  No call was in fact placed to the office the morning of the move.  If one had been placed to Midway, the crew would have been called and told they can not deliver till later.  

   

   

   

  Customer response

  08/15/2022

   
  Complaint: 17595659
  
  I am rejecting this response because:they still have not addressed all of our issues. It is clear that they will not be refunding us what we are owed and this has been a horrendous experience. They would rather waste time going back and forth through this portal than answer our many calls and e-mails. If there is no refund happening, I do not wish to engage in this any longer. I will be sure to note all of this in my reviews across ****** and Yelp.

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

  Business response

  09/06/2022

  Ms.  *******,  I am not sure who let them in to start working prior to the 12:30.  Had you called our office they would have been told not to start till 12:30pm.  All the paperwork was signed that services were performed as requested.  

   

   

   

   

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They quoted me $633, then $933 to go from ******* park to roscoe ******* instead of ******* park to lakeview east, for a two bedroom apartment. They load my stuff and hand me a **** for $1800, after much debate we came to agreement that I pay $1000 now and $800 on my next paycheck. They said "just tell us when you need it and the address and we will deliver". I stay in a hostel for 2 nights securing apartment. I call Midway Movers to schedule a delivery of my belongings. I then received an email that my **** was $1800 again. I called the company to tell them I didn't allocate $2800 for this move, since they quoted me $633 initially and then $933 for changing the address. "We can't give you your stuff if you don't have the funds." If I do not get my belongings on Monday I'm going to get dragged into filing a complaint against the company. This has been so stressful. Also I caught the mover smoking in the apartment when I went for a gas station run - entire place smelled like cigarettes. I can't wait for this experience to be over 04/04/2022:They are holding my posessions ****** for extortion money. A fraud complaint has been filed with the illinois attorney general office and I am pursuing legal action.

  Business response

  04/05/2022

  **************,   All moves are based on time and materials it takes to safely move your itmes.  Your shipment was originally supposed to go to residence.  Instead it came to storage.  A few of the items were wet.  Therefore they needed to handled differently so that it did not  mold/mildew.   Also there was quite a bit of packing performed.   In order for us to deliver your itmes all charges must be paid in full.  The dispatcher yesterday informed you of that as well.  You stated you would have the funds.  However once we arrived you said you were NOT going to pay until you received your items.  And that you did not have the funds.  

  We can not deliver your goods without payment for services in full.  

   

   

   

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The movers in question arrived on 2/26/22 to the origin address at the aquarium store at **** W ******** to move an aquarium to my residence at ****************. They arrived and demanded that in order to do the move that I would have to sign a release of any liability and that they would only insure the move to $0.30 per pound. When I asked about insuring the full value of the goods they said this was not an option. They did not send me this information ahead of time. The mover also tells me last minute that there is a ***** chance he will damage the aquarium. They proceeded to move the tank in what the aquarium store deemed an inappropriate manner. They did not adequately wrap the tank as was the standard and also proceeded to steal one of the dollies from the aquarium store. Once they arrived at my residence, they proceed with what I would describe as reckless abandon, with the team leader shouting indecipherable commands to his less experienced workers. During the move, they send their least experienced mover to catch the aquarium at the bottom and he loses the grip and lets the improperly protected corner of the tank hit the concrete, damaging the corner of the tank and disrupting the seal of the tank. The damage was such that the bottom left corner was crushed and compromised. In all, they damaged 3 separate components: the main aquarium was damaged irreparably, they damaged the stand on which it rests , and the sump tank (also in a way that likely compromised its seal). This aquarium is meant to hold 180 gallons which if leaked through the damaged corners, would cause severe damage to my property. In essence, the main aquarium tank and the sump tank are deemed irreparable. Afterwards, I spoke with the team leader for the first time up close without a mask at which time I realized he smelled like alcohol. We documented the damage and since then I have been met with hostility and the business refuses to provide any compensation for their negligence

  Business response

  03/15/2022

  Good ********************************** chief told you prior to moing that there was a 50/50 chance that the tank would be damaged,  You signed the paperwork acknowledging that you understood this. 

   

  Midway stands by their original denial of the claim.  

   

   

  Customer response

  03/15/2022

   
  Complaint: 16894700
  
  I am rejecting this response because:

   

  The move was not performed in good faith. The movers acted negligently and did not take adequate precautions to try to ensure any kind of safe maneuver. If a doctor tells a patient they might cut an artery and kill a patient it doesnt excuse the doctor from recklessly cutting an artery. If they wanted to cause the damages they did, they could not have done a better job.
  
  Sincerely,
  
  ***************************

  Business response

  03/16/2022

  The move was performed in good faith.  There is always a chance moving that big of a fishtank. That is the reason the driver had the conversation with you prior to the move. And listed it on the paperwork.  

  As far as a surgeon.  They always tell you ... 

  You never know what can happen when in surgery.  

   

  Customer response

  03/19/2022

   
  Complaint: 16894700
  
  I am rejecting this response because:

  Of course there are always risks. But if the job is done poorly without taking proper precautions, that is negligence. The aquarium store has plenty of experience with moves and they report that they have never seen such carelessness with moving a fish tank, plus the movers were rude, did not follow the masking guidelines even when not actively moving and stole one of the follies from the store.  On top of this, the moving company will not even honor their pathetic 30 cents per pound coverage (standard is 60 cents) and the mover would not allow me to get more coverage when I asked. Plus they would not reveal the terms of the contract until the moment of the move or send me a copy of the contract after the move upon request. This is the equation as I see it: careless handling of other peoples property + shady business practices + outrageously bad customer service + incompetence at their own job + possible impairment on the job = terrible company

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

  Business response

  03/25/2022

  Good Afternoon,  
  Standary valuation on a local move is .30 cents per pound per article it is .60 cents per pound per article if you move out of state.  Please see attached paperwork signed by you in multiple areas explaining the basic valuation. This was explained to you when you called requesting a claim form. You stated that you understood. Also the driver advised you on  the concerns prior to moving this large of an aquarium.  

  Customer response

  03/30/2022

   
  Complaint: 16894700
  
  I am rejecting this response because:

  
  

  Again, hiding behind the terms of the contract does not excuse the business from acting recklessly without taking proper precautions. Nowhere in the contract does it say that the movers would move the items without protecting them according to the standard of car and moving it recklesslye. You breached the basic terms of the contract by not adequately protecting the property and damaging it beyond usability. Not to mention, your customer service is atrocious. At no time did I get any apology or otherwise receive any shred of human decency in this process. Your reviews and Better business bureau profile speaks volumes about how you treat customers and their property. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired Midway Moving and Storage to move my items from the Chicagoland area to the ********* area. Many of my items never arrived and are either missing or stolen and most of the items that did arrive are damaged, some beyond repair.

  Business response

  02/21/2022

  Good Morning ********************.   Please be advised that we have received your completed claim form. Our liability for damage will be dictated by the terms you agreed to and confirmed by your signature on the day of the move.  We will immediately forward this claim to our adjuster for review.  
  Thank you for your patience and we apologize for any inconvenience this matter may have caused you.  

   

  Customer response

  02/21/2022

   
  Complaint: 16785625
  
  I am rejecting this response because it is ****** broad and does not specify precisely how the business will rectify my situation.  I need to be put back into the position I was in before I moved and addtionally I paid to have X amount of items moved, and the mover did not deliver. Therefore, I want an immediate refund for my move.
  
  Sincerely,
  
  ***************************

  Business response

  02/22/2022

  ********************,  Your claim will be handled based on the Valuation option chosen and paid for the day services were infact provided.  This is currently under review and a letter will be forwarrded to you shortly.  

  Thank you and have a plesant day.

   

   

  Customer response

  02/22/2022

   
  Complaint: 16785625
  
  I am rejecting this response because I selected a $45,000 valuation. However, after bringing the damages to the attention of the driver he got up in my face and told me cross out one of the zeros on the form and initial it, reducing it to $4500. Then called me after leaving demanding a larger tip.  This is now not an acceptable business practice and I will not settle for $4500 when I had more than $10,000 in damages. 
  
  Sincerely,
  
  ***************************

  Business response

  02/24/2022

  ********************,  

  A letter was mailed out to you yesterday in regards to your claim.  As we stated yesterday, your claim will be settled based on the amount of Valuation signed for and Paid for the day services were in fact provided...

   

  Customer response

  03/01/2022

   
  Complaint: 16785625
  
  I am rejecting this response because: I am in receipt of your letter and offer of $66 to settle this claim. I reject this offer, as my damages exceed $10,000. Therefore, I am respectfully requesting that you reconsider your settlement of $66. I would like to allow your company the opportunity to make this right before seeking legal action.
  
  Sincerely,
  
  ***************************

  Business response

  03/04/2022

  ********************, 

   

  Your claim was settled based on the damages noted at time of delivery.  You did not pay for the additional valuation and signed off that everything was received in aparent good condition except as noted... The items that were noted were settled per contract.  

   

   

  Customer response

  03/07/2022

   
  Complaint: 16785625
  
  I am rejecting this response because: I did not reject coverage and noted at time of delivery there were items missing and damaged. How can you offer $66 for more than $10,000 in damages?
  
  Sincerely,
  
  ***************************

  Business response

  03/10/2022

  ********************,  As I stated originally, you did  not pay for the Valuation and you signed off that everything was in fact received except as noted.  Midway settled the claim based on the signed contract and payment that was made.  The items that were in fact noted were settled accordingly. 

   

   

   

   

  Customer response

  03/15/2022

   
  Complaint: 16785625
  
  I am rejecting this response because I requested valuation, but your office made an error and failed to **** me for it. The items I noted as damaged upon delivery can not be settled for the $66 amount you proposed. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lived in ******* and was moving to ********** ******* the original price was $3,000 when they got it back to their weight scales I was double the amount of money because they said it was too heavy so they charge me another $3,000 the whole total came out to $6,817 $0.46 that was a total amount I complain about that amount and they said they would take off **** set me a total **** again for $8,607 and 42 I got in touch with them and told them they made a mistake I paid **************************************************************** by $2,790 and I have proof and receipts of this please help me because I am being cheated and they know they're teeming what can I do so they can't do this to no one else

  Business response

  03/01/2022

  ***************, 

   

  Good Morning, you and I have spoken in regards to the information relating to the total charges on your relocation.  Originally the ******* was waived, however it was never put on the paperwork so that you could actually see it.  The Information was then updated showing the ******* added to the paperwork then showing the adjustment.  All long distance shipments are based on actual weight of the shipment.  It appears that the shipment went over the initial estimate.  

   

   

• Initial Complaint

  01/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We hired Midway Movers for an interstate move and packing job in late September 2021. We selected the highest level of insurance offered by the company. When unpacking in the new location, we discovered that our gaming systems, a play station 5 and a ******** switch, along with all games and accessories, had been stolen. We reported the theft to the company and promptly filed an insurance claim in October, as soon as we discovered it. Our insurance claim also included other damaged items. The companys claims administrator was completely non-responsive for many weeks, repeatedly saying that she had 120 days, and finally asking me in November to send documentation that I had already sent with the initial claim submission. In the first week of December, we received a settlement offer that included depreciation, though it was impossible to tell how that was calculated because no explanation as included on the one-page letter that mostly consisted of a confidentiality clause. We immediately asked for information on how the amount was calculated and have received no response, given that there is no way a play station 5 and accessories have depreciatedyou cannot currently buy them, and they are incredibly expensive on the market. The claims administrator claims to have mailed us something, though she couldnt tell us what it was, and she has also told us she would email us information, but she never has. We are unable to get her to respond to is via phone or email, and it is entirely inexcusable to have no response for blatant theft four months later. We cannot even appeal the purported insurance determination because we cannot get in touch with the claims administrator. The claims administrator has never reached out to us a single timewe have had to initiate every single interaction, which is rare because she rarely answers and does not return messages or emails, and she usually claims to be out of the office or away from her desk.

  Business response

  01/26/2022

  Good Morning,

  Your claim has been reviwed and a settlement offer made.  You and I spoke the other day, and I told you that I would reach  out to the adjuster for further review.  All claims and correspondence must be in writing.  Yes, I have been out of the office, and our office  is working through Covid as well.  

   

   

   

  Customer response

  02/03/2022

   
  Complaint: 16675978
  
  I am rejecting this response because:

  This response is disingenuous and misrepresents our communications. I was informed by the claims manager on the phone weeks ago that I had been correspondence via mail that I still have not received, and I was also told that I would be emailed a copy of whatever was mailed. I have not received that either, even a week after the Company's response to this complaint. I asked for documentation at the beginning of December for purported "depreciation" of the items that were stolen and damaged during our September move, and I still have not received anything. 

  Additionally, the claims representative now claims for the first time that everything should be in writing. Attached are two emails that demonstrate I have attempted to communicate with the company with absolutely no response. When I email, I get no response, and when I call, the claims adjuster typically pretends to be busy or away from her desk. I have never once received a response to a voicemail.

   

   

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

  Business response

  02/15/2022

  ************,  To say you did not receive anythong is misleading.  We did send you an offer, however you did not accept the offer that was made.  As I have said previously, all correspondence on claims must be in wrighting.   Last conversation we had I told you I would reach out to our carrier for additional information per your request.  I am waiting for a response from them.  Once I receive the information requested I will forward over to you.  

   

   

  Customer response

  02/23/2022

   
  Complaint: 16675978
  
  I am rejecting this response because:

  I still have not hear from the company, except for through these communications  I have emailed as they requested, and called. I submitted my claim in early October and would like a resolution now six months later.  

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

  Business response

  03/11/2022

  ************** has signed a full and final settlement offer in regards to her claim.  

   

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