I quote: "Our procedures for your move were at or above industry standard in every way"…read more
Pictures would show how our possessions were treated & damaged as a result - art stacked in a box w/a carpet thrown on top, nothing between pieces or just thin cardboard; tall pieces leaned against truck wall w/o protection, now damaged. Furniture partially wrapped, now damaged.
We were clear w/the salesperson that our art was very sentimental & important to us. She assured us that pack/wrap of art is included, saying "we do all the big Potomac houses". She didn't recommend additional insurance.
"Do you want your estimate to include packing of your items? (It is standard/included that we will wrap any furniture, tvs, artwork that need to be wrapped)".
The owner says we didn't tell them about art beforehand. It was also on the inventory sheet.
They asked for the value ($7600) & receipts for the claim. Now he says we are "bullying" for sending that information & are negligent for not adding additional insurance.
Buy all the insurance, not for accidents, but to protect from "industry standard" packing.
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We always strive to provide a great moving experience; however, occasionally we fall short. We are sincerely sorry that we didn't meet your expectations and for the damage to your items.
That said, to state that we were negligent and careless is absurd. Our procedures for your move were at or above industry standard in every way. Unfortunately, there is always a risk for items to get damaged during a move, whether you move them yourself or hire a moving company. Just because you may have decided to do something differently if you were moving the items yourself or if you were managing our crew, does not mean that our procedures are negligent. Frankly, I would consider your decision to have us move what you are now calling "priceless" items without ever telling us about them beforehand, and choosing to proceed with the bare minimum liability coverage for the move, as negligence on your part.
As stated, our legal liability for the damage in your claim is $150. We care about our customers and always try to make things right, which is why we rarely, if ever, offer the bare minimum liability amount even when the customer chose not to obtain higher coverage. However, your expectation that we pay you $7,600 for this damage is beyond ridiculous. Even if you purchased full valuation coverage (which you did not), you would not be entitled to that amount. Even full valuation legally covers the repair of the item, and then the depreciated replacement value if repair is not possible.
So, in the case of the scratch on the table leg, scratch on the bed footer, and the broken drawer hinge, we would be responsible for professionally fixing the two scratches and replacing the hinge, which comes nowhere close to the $2,900 you are requesting for those three items. All of that can be done for $100 - $200 combined. In the case of the frame and painting, the solution under full valuation would also be to have both the frame and canvases professionally repaired (which is likely possible), or to cover the depreciated replacement value if repair is not possible. Again, for these items, even under full valuation, the amount would be lower than what you are requesting.
With all that said, you chose to proceed with the minimum liability coverage. Yet, we are generously offering $600 (four times our legal liability), as that is likely enough to cover the majority of the cost to repair the scratches, replace or repair of the hinge, and to repair the frame and canvases. While we understand that you are upset and want us to pay you $7,600 for these items, we are in no way responsible for paying you the full cost of your furniture and artwork due to scratches/damage that can be repaired, and we will not be bullied into a situation which is well beyond reasonable.
Please let us know if you would like us to credit the $600 back to your card or to mail you a check.
Marc
