23 Apr 2018 · MoveAdvisor
1.0 out of 51.0
We contracted with Federal Companies for a local (2 miles) move in January, 2018 (St. Louis region). As we set up in our new home, we discovered damage to personal property and to the walls, stairs, bannister etc. We followed Federal’s claim procedure in good faith providing photos, cost estimates and coordinating with the assigned third party with appointment to inspect the damage.
There was no argument that the damage was due to the move. None the less, we were reimbursed by Federal at 8% of the replacement value and less than 32% of the repair estimate provided by the qualified third party. While we did not have an expectation that we would be reimbursed at 100% of replacement value for the damaged items, we did expect that we would be reimbursed at a level that allowed full financial support for repair even if we had to pay for and manage the pick-up and delivery.
We wrote to the local branch manager. He responded “candidly, we did not have to pay that amount to you” and “Since I did not witness carrying procedures or supporting procedures I cannot answer to this statement since I was not there. We train our people the proper processes”.
We did decline additional insurance coverage since the insurance cost was high for no deductible (38% of our total move estimate!) and the other options included high deductibles. Most importantly, we believed that they would in fact perform as stated in their terms; “the company agrees to exercise all reasonable and customary care in handling and transporting the articles”. When we met with the sales representative and asked what steps are taken to protect household items during packing and transit - we were told that ‘this is our business and we wouldn’t be in business if we didn’t take responsibility and care in handling all items during packing, transit and unpacking’. In other words, you can trust us.
The terms and conditions also state (paraphrased) that ‘no responsibility is assumed by the company for 1) fire, rust, the elements 2) items packed by the owner 3) the mechanical non-operation of appliances, electronics etc. None of these (3) exclusions applied. There was no fire. There was no damage to items packed by us/owners. Our claim did not include any mechanical non-operation. The damage was solely a result of techniques and handling by Federal movers and in our opinion was extensive.
Moving is stressful and it is important that the selected moving company can be trusted to uphold and take responsibility for professional performance as stated in their terms and pre-move communications. Unfortunately, we trusted Federal Companies.
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