On May we contracted Smooth Move Relocation and Storage to ship our household goods from Pennsylvania to Kansas for $1125.00. We were given a quote over the phone based on the amount of goods to ship. We purchase additional Full Value protection to protect our goods valued $20,000 for an additional $182.00.
Movers arrive on May 31 as planned with an empty truck. They proceeded to load the vehicle, with the majority of our goods already boxed and ready to go. The movers were responsible for wrapping the living room furniture; a cabinet, couch, loveseat, ottoman and a mattress set from the bedroom. At this time, we were told that it was too early in the AM and they could not get the truck weighed empty. They assured us they would deliver the goods and provide the original weight tickets at that time.
The amount due at delivery exceeded the agreed price by $484.00. We attempted to call our sales representative David, who in turn would tell us to call dispatch, to discuss the additional charge. We could not get a hold of dispatch, and our sales representative continuously told us we would be called back. Furniture was delivered later than the agreed date of June 9th, actually delivered on June 14th. We called a total of 8 times on June 14th and never spoke with a manager. The goods show up and we asked to have the truck reweighed before and after unloading our goods. The driver told us no and that he was was not suppose too. We were instructed the goods will not be unloaded unless we pay in full. We paid for our goods and requested the weight tickets that they were legally required to give us. The driver would not give us the weight tickets, we were allowed to look at the bill of lading and copy down the notes written.
The Bill of Lading and Freight Bill has ineligible weights listed and a note for 1000 lbs deduction. The next day we finally get to speak with Guy Ailam, the company's dispatch manager, and later find out half owner of the company. He is not willing to discuss the dispute and quotes the 1000lb adjustment is for packing supplies and fuel. He can not provide us with a response when we inform him the supplies and fuel should be part of the gross weight. He continues to tell us he can not help us until the original weight tickets return from the driver and that would not be for another week. The company has not provided us with the legal weight documents proving the extra weight of our items.
On delivery, several goods were damaged; the couch, loveseat, ottoman, and bed mattress. We notify Guy during our discussion on June 15th about the damage and are instructed to send pictures of the damage to them. We send pictures immediately and also send a copy of our purchase receipt for the furniture showing we purchased the furniture new on 11/25/05 for an amount of $2607. We continue to communicate trying to resolve the dispute with phone conversations and multiple messages, during that time we are continuously pushed between dispatch, Guy Ailam, and customer Service, Jay (aka Yigal Suisa, the owner). Jay informs us Your move wasn't that big and you can't expect to get very much for the damage. They instruct us to get a repair quote for the damage. We have an authorized Lazy Boy repairman over and receive the quote back from Lazy Boy on July 20th with a repair amount of $1819. We forward the quote to Jay and Guy on by fax that day. We receive an email from Guy on July 20th with a much less amount offered of $400:
After calculating the damage, Reviewing the pictures and take into consideration depritaion of the items got damaged we can offer only $400.00 dollar.
We know it wont cover the full repair but that what we can offer.
Apology in advance
Sincerely
Guy Ailam
240-784-0010
In summary, the offered amount of $400 is well below the quote price of $1819 to fix or $2607 to replace the furniture. We purchased the Full Value Protection, and according to there own website, depreciation is not a factor for full value protection, a complete contradiction to their reason not to fix our goods. We communicate to them via email on July 20th and July 21st, that according to their website, depreciation is not a factor and that we will not accept the $400 as a fair amount.
In an attempt to resolve this issue we did request Smooth Moves arbitration information from Guy and Jay in email on July 21st and by phone. On July 24th we attempted again to get arbitration information. We reminded them that they are required by law to provide us this information. Guy told us he would speak with Jay and that the two of them would call us back. He assured us he would call us back by July 25th at 1:00pm. This was the last time we have spoken with the company regarding our issues. They no longer return our phone calls.
We have filed a complaint with the FMCSA and the Better Business Bureau. We contacted the Maryland Attorney General, who in return told us to contact our Kansas Attorney General. The Kansas Attorney General recommends we contact the Maryland Attorney General.in the end, both places recommend we file a complaint at both AG offices and also the originating state office of Pennsylvania.
The BBB was unsuccessful in reaching an agreement with the company. We are waiting to hear back from the MD Attorney General but are pessimistic that the AG will have any better luck. I'm totally appalled that this problem has not been resolved and the prospect of arbitration seems to be a joke. Ultimately we are filing a small claims court to get our repair money and extra weight money this week.
Minisa
wichita, Kansas
U.S.A.
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