I scheduled a move from Dallas, TX, to Delaware, OH, in early August.US-1 delivered at 11:30 pm on August 15. Besides a quickly-resolved problem with the driver demanding more money for "stairs" (I live on a 1st floor), I discovered 10 of 50 book boxes were severely water-damaged.
I called the next day and was told to prepare a claim, with photographs, and mail it in to their Miami Claims Office. I did. I heard nothing by early October, so I called. I was told they had received nothing. I was urged to resend everything, which I did. I called back in late November and was told I would be getting a reply within a week.
I called back in December after three weeks and was told a letter was going out the very same day. The letter asked for exactly what I had sent in October (not to mention August before that). I called them, and was told they did indeed have all my materials. I was then told I should wait "a reasonable time" to see what would happen next.
At various points in this process I have tried to explain the mess to company representatives and been 1) yelled at, 2) hung up on, 3) redirected to the same office I had said was the source of my complaint, 4) told I would hear back and then not been called or written, 5) assured I would be helped if I addressed my materials to a certain person, only to get a letter from another person saying they had received nothing. Best quote: "We're not customer service. We don't have customer service. If you get a letter asking for something, send it." Lee: "But that's exactly the problem, I did send it, and you confirmed a minute ago you received..." "Excuse me, Sir. If the letter says send it, send it. I can't waste all morning on you. Goodbye." *click*
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