Complaints

• Initial Complaint

  04/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Multiple times through booking process and conversations I stated a box was needed for television as was their policy. I have email changes with this. Phone call on morning on move it was again confirmed moving box was being put on truck and was told an extra mover was being sent to help. TV was not properly packaged and instead just wrapped in a blanket. This knowingly improper handling, which was against their own policy resulted in damage. I was later told I selected no coverage what so ever and waived damages... this is not true as I valued my items at $35k due to equipment used for work as well as other high end personal electronics. I never signed a single thing at delivery. I was surprised by this. I was unable to see billing or charges until after movers left and a charge appeared on my credit card. Reviewing billing statement shows pickup / delivery signatures one minute apart with mover delivery signature occurring later in the day after they left my new home. Initials on coverage levels seem odd to me as well and I feel was changed after the fact. Tip amount seems to be added on top but I don't remember seeing a disclaimer that had a service fee like that. Attempted many many times to contact mover and they were unwilling to speak to me over the phone and barely replied to emails. They issued random credit amounts back to me that seem arbitrary. Need assistance with resolution.

  Business response

  04/11/2023

  Redefyne Moving and Storage acknowledges that the proper materials were not used for the customer's **, it is our standard practice to wrap a tv in bubble wrap and enclose the ** into a mirror box. We did apologize to the Claimant about this and did compensate the Claimant for the damaged **. We are only legally obligated to pay out $0.60 cents per pound per article for damaged items, the customer elected and signed for standard valuation coverage on the day of the move indicating that he wanted $0.60 cents per pound per article for valuation coverage at no additional cost to him (please see attached "****** Contract for Non-Binding Moving Services" document). We attempted to work with the Claimant regarding the damage as we acknowledged the fact that we did not use the proper materials to protect the **, we ended up compensating the Claimant more than the standard valuation coverage that he elected, despite our obligation as a sign of goodwill.

  Regarding the alleged falsification of signatures please see the two attached documents with time stamps and signatures. As you can see there are two documents entitled "Non-Binding Estimate for Moving Services" and "****** Contract for Non-Binding Moving Services". The non-binding estimate was sent at the time of booking and signed and initialed by the claimant (see time stamps signed on 1/27/23). The contract for moving services was signed and initialed by the claimant on the day of their move (see time stamps signed on 2/21/23). Knowing the time lapse between both documents and comparing the signatures to both we believe it is safe to assume that the claimant willfully signed and initialed the said document in question and authorized the tip for the movers. Furthermore, our system only allows the customer to select a tip option and cannot be altered by the crew after the funds are collected.

  In closing, the claimant is inaccurate with their claim that we never spoke and or responded to their inquiries, we in fact sent the claimant an email over a month ago asking if they would accept our offer for the damaged **. The claimant has not responded so we elected to refund the claimant the proposed amount and close the claim. Given the facts that we have outlined and the steps the Claimant has taken to escalate this matter without following up with us our position is that this claim is closed and we see no further reason to reopen the claim as the claimant has elected to not contact us directly regarding the matter after numerous correspondence. We have settled the claim within the legal parameters that we are bound by and went above and beyond our legal obligation for compensation regarding the said damaged item. 

  Customer response

  04/19/2023

  I do not accept the response provided by the merchant.

   

  Merchant is incorrect in the response that they spoke to me. They have never once returned a single phone call after i've called multiple times since the issue which was the prompt for the complaint. They are welcome to provide phone records or recordings of these conversations if they feel this is false.

   

  The documents provided by the merchant directly prove my point regarding the timestamps.. If you look at the loading and accepting delivery timestamps these are only one minute apart. The carrier delivery signature and the valuation initials have the same timestamp which occurred AFTER the delivery took place. I never signed anything that stated everything arrived in good condition.

   

  This seems to be further attempts by the company itself to conceal wrong doing. If the pickup time and delivery signatures were only 1 minute apart, why would I have been charged for 8 hours of labor?

   

  I signed NOTHING when things were delivered. They unloaded and left.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called Redefyne Movers for a quotation on my move, and after discussing the details accepted their proposal for a three hour job. We set the date. Two weeks later and the day before the move Redefyne called to tell me they were "adding two hours of travel time" to my cost! A bait and switch to be sure. (And their "travel time" was the same hourly rate as three movers.) Unlike many unsuspecting folks, I was able to voice my protest and cancel the moving plan. REDEFYNE BILLED ME $100.00 for NOTHING in retaliation. Scam averted, but I want the money back.

  Business response

  04/21/2022

  There was no "Bait and Switch" tactic intended, the initial quote was quoted incorrectly and we did reach out to the customer to correct our mistake soon after. The customer elected to cancel their move and per company policy forfeited their $100- deposit. After speaking with the customer we did in fact refund the $100- deposit back to their card on file on 03/17/22. The issue at hand has been resolved and we apologize for the mistake. 

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