Complaints

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Settlement request $2000 for lost and damaged inventory by ********** Moving. The claim was advanced to CSI and Glexy U fails to respond to emails and referred to the CSI site to open my file but that is not possible as it continues to give error messages. The log in information by Glexy U is also patently incorrect and does not allow access so I sent all of the information to Glexy U which CSI is now well aware of.

  Business response

  08/02/2022

  First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services. 
   The customer was sent login information on 07/27/22 in order to file a claim online and up to date no claim has been received.  The login information was sent to the customer again on 08/02/******* being tested and confirmed to be working. We have advised the customer to change the browser she is using to be able to access the claim portal. We will work with her till she succeeds in filing her claim. 
  We regret that the customer found it necessary to file a ******************** complaint, but we trust that the above explanation enables them to better understand our position in this matter. 
  
  

  Customer response

  08/02/2022

   
  Complaint: 17626364
  
  I am rejecting this response because: The log in and password are prohibitive to any access and this message continues to appear regardless of using various servers and regardless how many times CSI sends errant information.

  CSi has consistent 1 Star Reviews on various sites with consumers voicing complaints about CSI and the failure to resolve claims and payments to a fair resolution.

  CSI has been provided with all of the claim information and it would be a simple matter for CSI to attach the information to my claim and not consistently stonewalling by using the excuse that the claim information has not been received when in fact CSI has all of the information that can be attached to their file. 

  I did filed a complaint against ********** Moving and the claim rests with them so I will pursue the matter in court against the moving company and not be sidelined by a claims company clearly with no intention of any resolution.

  The email and password you entered did not match our records. Please try again. If you run into more issues call us at ************
  
  Sincerely,
  

  
  *******************************

  Business response

  08/04/2022

  We are glad to confirm that the customer was able to log in to the ********************** portal on 08/02/22 at 5:58 PM and was able to upload some documents and also started off on filling for damages. 
  We apologize for the inconvenience experienced. 

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired a *********** ******************************** company to move and store our home furnishings from ** to AZ. We received a call from the movers at 8pm letting us know they would be delivering our items to our new AZ home in a few hours, late on a Sunday night, and they did not finish until after 3am on Monday morning. I found that incredibly inconsiderate but we did not want to have to reschedule and end up not getting our belongings. 2 movers showed up to deliver our full home of our WA furnishings. When we started to see the damages, the delivery man told us to take pictures of the several damaged expensive pieces of our home furnishings, including damaged chairs and scuffed and damaged expensive bedroom set pieces, so I did. After filling out our detailed claim forms, and submitting them with required photos and other documentation, CSI finally only emailed me an offer of a few hundred as good faith, for the several thousand dollars of actual damage repair costs. We replied that this low offer was totally unacceptable to repair all of the damage caused by the moving company. We were then emailed that they had closing my claim due to my lack of response, shortly after we had also submitting additional documentation and photos to them, rather then accepting their ridiculous damage claim payment of only a few hundred dollars, and after they replied that they do not insure or pay for the cost of repairing our furniture that the moving company had damaged. How is this allowed to happen? We put our trust in a company and had paid them a large sum of money to move and store our belongings, and we end up with their costly damage that no one is taking any responsibility to pay to repair.

  Business response

  07/29/2022

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.
  Claims Service International (CSI) is not an insurance company and the customers claim filed is not an insurance claim. CSI is a 3rd party claims company hired by movers nationwide to determine the movers legal liability for household goods claims. Any liability for loss, damage, delay, payment of claim, any/all portions of the move or the claim are solely those of the carrier including the payment of claim settlements. When the claim is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law.
  Per the terms and conditions signed by the customer prior to filing their claim on our website or through our office, the customer signed in agreement that they read, understood, and agreed to not hold CSI liable in any way for the results of their claim, for the compensation of their claim, for the loss, damage, delay, overcharge, grievance or any other matter related directly or indirectly to their move or the claim filed against their carrier for their move. The handling and receipt of any claims in our office or online is contingent upon the acceptance in writing (electronically or by hand) of the terms of our service.
  We regret that the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.
  
  

• Initial Complaint

  06/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  CSIPROS.ORG is scamming in collaboration with the companies it insures to keep money from being disbursed for valid insurance claims it is supposed to be paying out. ************ and CSIPROS.ORG are working together in cahoots to move people quickly with no regard for their belongings and when documentation and everything they ask for is provided no Action.

  Business response

  06/13/2022

  First, we would like to apologize for any inconvenience the customer has endured during the move, we would also like to clarify the role of CSI role, Claims Service International (CSI) is not an insurance company and the customers claim filed is not an insurance claim. CSI is a 3rd party claims company hired by movers nationwide to determine the movers legal liability for household goods claims. Any liability for loss, damage, delay, payment of a claim, or any/all portions of the move, or the claim are solely those of the carrier including the payment of claim settlements.

  While we regret that the customer was not satisfied with their move, our role is to analyze all claims based on state and federal regulations and in conjunction with the governing **** of lading's terms and conditions. Moving companies outsource their claims to CSI to investigate the claims and advise them of their legal liability. They are ultimately responsible for the resolution and payment of all their customer's **********************.
  
  The claim login information sent to the customer on 02/15/2022 allows filing a claim for loss, damage, delay, overcharge, and complaint, all the above can and must be compensated through the claims process as required by federal regulations.  The claim will be analyzed in the order it was received and compensation if due will be offered based on the carrier's legal liability and within the time frame allowed by law which is 120 days from the day the claim was filed. In this case, Up to date, no claim has been filed, and no compensation can be offered unless a proper claim is filed in writing with CSI. You may contact CSI directly for further assistance at ************ or online at *********************************************.

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired *************** to move our stuff from AZ to **. The shipment took about 15 days to get here. We received a call from the movers at 8pm letting us know they would be delivering in an hour. I found that incredibly inconsiderate but we did not want to have to reschedule and end up not getting our belongings. 2 movers showed up to the storage unit, they threw our boxes around like they were empty. When we started to see the damages, the delivery man told us to take pictures so I did. I have 1 photo of the delivery driver holding one of the 6 broken feet off of my couch while he is pointing to the damaged couch. At NO time did the delivery drivers tell us we had to notate the damage on the slip THEY had. We also received our belongings in 2 shipments 2 weeks apart. For CSI to offer me $100 as good faith all the while knowing this is happening to a LOT of good people is wrong. My couch alone was over $5,000. The welded steel legs on my husbands workbench are completely bent inward so it wont even stand up. That was over $2,000. How is this allowed to happen? We put our trust in a company to move our belongings and paid over $13,000 to ensure this would not happen and we end up with a ton of damage that no one is taking responsibility for.

  Business response

  06/14/2022

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.
  

  Claims Service International (CSI) is not an insurance company and the customers claim filed is not an insurance claim. CSI is a 3rd party claims company hired by movers nationwide to determine the movers legal liability for household goods claims. Any liability for loss, damage, delay, payment of claim, any/all portions of the move or the claim are solely those of the carrier including the payment of claim settlements.
  

  Per the terms and conditions signed by the customer prior to filing their claim on our website or through our office, the customer signed in agreement that they read, understood, and agreed to not hold CSI liable in any way for the results of their claim, for the compensation of their claim, for the loss, damage, delay, overcharge, grievance or any other matter related directly or indirectly to their move or the claim filed against their carrier for their move. The handling and receipt of any claims in our office or online is contingent upon the acceptance in writing (electronically or by hand) of the terms of our service.
  

  This is a statement at the bottom of the Inventory sheet which clearly explains what the customer is expected to do at delivery. 
  

  "We have checked all the items listed and numbered 1 to ___ Inclusive and acknowledge that this is a true complete list of the goods tendered and of the state of the goods received before signing, check shipment, count items and describe loss or damage in space on the right above. "
  

  The customer signed this document at the pick up point and still signed at the delivery time acknowledging to have read and understood the terms and conditions. 

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  
  

• Initial Complaint

  05/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had my household goods packed, moved, and stored by United Moving Solutions. They were packed on 1/8/22. They were stored until they were delivered to the above address on 3/19/22. Some goods were damaged, and I was told I had 60 days from the date of delivery to file a claim for all damaged goods, per United Moving Solutions. I contacted United Moving Solutions to obtain the contact number for the claim, and attempted to make contact with CSI (the company they use for claims) unsuccessfully multiple times over several weeks. The number I was given was always busy, and I was unable to leave a message. I also contacted United Moving Solutions, informing them of this issue as of 3/29/22, and I reached out to United Moving Solutions several times to find an alternate contact number or email. I finally received a call from CSI Claims with information on how to file my claim on 5/12/22. I submitted the required information on 5/12/22. My case was assigned on 5/13/22. My case was then closed on 5/14/22 with a letter sent to the online claim account (not my email, and no phone call to me), stating that my claim was now automatically closed as the time to file my claim had passed. A date of 4/2/22 was listed as the deadline in the letter to file my claim, and the letter stated the following: "This is to inform you that as of today [5/14/22] your claim file with United Moving ************* Claim ID and Order Number noted above is closed. Per the time limit allowed by law and the **** of Lading governing your move, the time to file your claim has elapsed on 04/02/2022. Since your claim has not been received by that date, the carrier must respectfully deny your claim."

  Business response

  05/25/2022

  First, we would like to apologize for any inconvenience and the communication issues that the customer may have experienced. It is never our intention to have frustrated customers. The claim was reopened on 05/19/2022 and an activation email was sent to the customer on the same day with the access information to the profile. If the claim (Claim ID: ********- Order #B4456953) is not worked on and filed after a period of 60 days the system will automatically close it again.
  
  If the customer needs any assistance they can reach out to us through the chatbot on the website or through the contact information given in the emails sent to them which clearly states who their case manager is and their contact information. 
  
  We regret that the customer found it necessary to file a ******************** complaint, but we trust that the above explanation enables them to better understand our position in this matter. 

  Customer response

  05/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We filed a claim for damage from a inter-city move in mid 2021. When the settlement came back, we disputed a ****** of the adjusted claims. (For instance, they claimed that a ******* replacement shade was an equivalent for an antique slag glass lamp shade, which is not the case.) We have now been through multiple cycles of disputes and reviews - most of which have taken longer than the promised **** 45 days."Even after these multiple reviews, CSI has completely ignored an actual receipt that was provided for a $1500+ lamp, claiming that we had not provided any substantiation of value, so they were only going to cover $350. At this point, we are now at our max ****** of disputes, and the team is not returning phone calls.

  Business response

  05/17/2022

  We would like to apologize for any inconvenience that the customer may have experienced. It is
  never our intention for our customers to be less than satisfied with our services.

  
  Generally, every customer is allowed 1 dispute per claim. We at CSI reached out to the movers and
  were able to convince them to allow a secondary dispute. Upon completion of the final dispute Mr.
  and *************** had an issue with an item. I have been trying to reach out myself as I reached out to
  the adjuster and the item is being re-analyzed. I tried to call Mr. and *************** but have been
  unable to reach them, however they have my contact information if they need to give me a call
  back.

  
  We regret the customer found it necessary to file a complaint, but trust that the above explanation
  enables them to better understand our position in this matter.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CSI Pro handles the damage claims for Delta Moving Company. I had a pickup from ******* ** in November 2021. My belongings were delivered to Georgia the 3rd week of December 2021. Which was already extreme since the man packing up my stuff told me no longer than 2 weeks. When my belongings arrived I have a few items broken- My L shaped office desk, my adjustable bed frame that massaged, elevated the bed and had blue tooth and a lamp. I submitted a claim in December and finally received a response back today 5/3/2022. The items they damaged added up to about $2700 and they offered me as a settlement $6.00. They stated the desk should have been disassembled and not transported assembled. So they denied that portion of my claim. I explained Thats what I paid the mover to do- it not my fault they didnt disassemble it especially when they disassembled and reassembled everything else. Then they denied my claim for my adjustable bed frame stating the picture did not show damages. The damages are mechanical - the frame no longer makes the best vibrate or move up and down and the Bluetooth wont connect. Im not sure if they dropped it along the way or what- but the man that delievered my belongings seen that it was broken and told me dont worry because once I file a claim they will take care of it. I waited patient for almost 5 months for a settlement and received an offer of $6.00 (six dollars). This has been a moving nightmare for me and my family. As a military family we move a lot and we have never had this type of experience.

  Business response

  05/16/2022

  We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.
  
  We offer customers the free of charge coverage of $0.60 per lb. per article as required per federal regulations. Any additional coverage is not free of charge and must be paid for. The office was not contacted by the customer at time of pickup to discuss the fact that the driver is not allowing the customer to choose a Full Value Protection. If the customer would have contacted the office at time of pickup or even during the time between the pickup and the delivery, we could have made the changes to the **** of Lading governing their move. Most customers do choose the $0.60 per lb. per article as it is free of charge and helps keeping the move costs lower.
  
  Per our Estimate and **** of Lading governing this move, we have up to 21 business days from our first available date 11/24/2021 to deliver the shipment. Although we work very hard to meet our customers requested pick-up and delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable.
  
  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer response

  05/16/2022

   
  Complaint: 17142594
  
  I am rejecting this response because: they keep changing the story. First its because the desk wasnt disassemble before moving which the moving company should have done- and for the Bedframe you need a picture of the mechanical damage which is not possible. 
  Then- next story is yall not responsible for the desk or electronics.

  Even at $0.60 a pound I want my claim paid for my adjustable Bedframe and L shaped desk. 
  

  It would probably be a wise choice for CSI and Delta Moving Systems to have a discussion before responding again. This might help yall get the story straight. CSI is saying one thing and Delta moving company is saying another.

  I just want the company to take accountability and reimburse me! 
  
  
  Sincerely,
  
  *************************

  Business response

  05/25/2022

  We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.
  Claims Service International (CSI) is not an insurance company and the customers claim filed is not an insurance claim. CSI is a 3rd party claims company hired by movers nationwide to determine the movers legal liability for household goods claims. Any liability for loss, damage, delay, payment of claim, any/all portions of the move or the claim are solely those of the carrier including the payment of claim settlements.
  Per the terms and conditions signed by the customer prior to filing their claim on our website or through our office, the customer signed in agreement that they read, understood, and agreed to not hold CSI liable in any way for the results of their claim, for the compensation of their claim, for the loss, damage, delay, overcharge, grievance or any other matter related directly or indirectly to their move or the claim filed against their carrier for their move. The handling and receipt of any claims in our office or online is contingent upon the acceptance in writing (electronically or by hand) of the terms of our service.
  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩