Some excerpts from the emails that have transpired since yesterday.
(I'm very tired.)
"You deal with me on your insurance. You have $0.60 per pound per article. As i see it right now the weight of the bookcase is estimated at 100 pounds, the weight of the grill cover is estimated at 10 pounds at the most. So that would be a total of 110 pounds. That would be for a totalof $66.00. I am not going to go for you think there may be another wardrobe box missing. You were there when we moved you, you knew there was no inventory taken at that time. It was the cheapest move rate and that was what you wanted."
"Hey hey hey, dude...you never offered me ANY OTHER MOVE RATE...
I'm not poor, Joeb. And our things are VERY important to us. If you had different rates for different kinds of moves, you needed to communicate that clearly! I have your entire package in a folder, and NOTHING in there indicates that I chose a certain type of move package!
What kind of business are you trying to run, man???
Our bookcase weighs WAY MORE than 100 pounds. You guys all balked at having to move it, especially to a downstairs location in the house. The damage you all did to the bookcase is going to cost WAY MORE than $60 to fix, and you know it."
(I was a little ticked off. Just a little.)
"Take a look at the paper you signed. The office just informed me that you took the $0.60 per pound per article. It is in your signed contract with me. The BBB can not make me pay you any different than the contract that you signed. It is a legal binding contract.
At this time i am asking you to stop with the ugly, insulting, slam dunking me at every point that you can think of. I am trying to get this settled and done with. I do not have to continue to have to take your verbal abuse. And every email from you has been full of verbal abuse, insults and threats of an attorney. And any attorney will see this signed legal contract between me and you and find it binding. You may not be happy with the way things turned out but i see no way to make you happy."
Um, you know what woulda made me happy? HIM NOT BEING SUCH A DOUCHE!
My response (this is the full email):
"The paper I "signed" is attached. Of course, I don't have a copy of the one I signed...just the one with your comments about how I paid all moneys due to you, so if you have a copy of one with my signature, that'd be great to have in my possession. (You should have sent one to me after you made a copy of it. If you did send one, I never received it.)
As I see it, I signed a Valuation Option that was marked for the Minimum Valuation of $0.00 of deductible, Limit null, and $0.00 Cost. To me, that means that I have a $0 deductible to meet when it comes to damages, and there is no limit to the damages I can claim. All that for a $0 cost.
I don't know where you're pulling this $0.60 per pound per article nonsense from. Or the $250 deductable.
I've also attached the other additional information included in your quote package you gave us on 4/8/11. On the first page, you state, "As your representative, I pledge a total commitment of my time and resources to assure you a well coordinated and efficient move from inception to completion."
Now, I just ask you to think back over everything that's occurred in this contracted time you've shared with us:
- You didn't bring us additional boxes when we requested them, and when you finally did, it was less than 24 hours prior to the move. We had half of our house to pack up still.
- You didn't bring a truck large enough to handle our load of items on the day of the move.
- You didn't bring an efficiently sized team to move us, and one of them was completely inappropriately dressed for the job at hand.
- You left in the middle of the move to deposit my check. I know that you have said this is standard procedure, but it just isn't. Also, in doing so, you left my husband behind to do your job, essentially.
- You left early prior to finishing the job.
- You ignored my communication to you about our missing items.
Just tell me...how was any of that an example of a "total commitment" of your time? How could any of it be seen as a "well coordinated and efficient move"? I'm asking you calmly and without ire. I'm simply stating the facts.
The way you and your company handled this move made it 100% more stressful that it needed to be. Moves are already stressful without anything going wrong! And in our case, it's as if everything that could go wrong DID go wrong. The only thing that didn't happen is our stuff didn't burn up in a fire of some sort.
I need to go through my files at home to find the weight of the bookcase, as well as the cost info. It was a Crate & Barrel piece, and they no longer offer it for sale. We bought it 4 years ago. But I'm big on saving pretty much everything on stuff like that, so I'll see if I still have it, and then get the info to you later tonight. I believe it cost us somewhere around $1200 - $1500, though. And I'd estimate the total weight of the piece to be around 300 pounds. Each piece separately (top and bottom) likely weigh about 150 each. It took 3 men to move it into our house initially, and I don't know how many of you moved it from the house to the truck, but I'd imagine there must have been at least 3 of you working on it then, as well. Since I wasn't there, I can't know for sure.
I, too, want to get this resolved and just move on. But you've made that incredibly difficult to do. Which is what added to me being angry with you. If you'd handled it differently from the outset, I would have been a much more agreeable customer to work with, I can assure you.
Please advise on the Valuation Option that I've attached in the quote as agreed to on 4/8/11. Unless I'm completely misunderstanding that, it looks like you agreed to pay for the damages as incurred by your team during our move. With no limit attached. So I'm very confused about your information you've provided thus far."
Now, I might be really off in the head (seriously...I can't really tell anymore, at this point! Everything feels melty in there...), but I thought that was quite an improvement from previous emails. I was calm, collected, stating the facts clearly...
But I guess I was wrong...?
"I have recieved your email.I have had it with your rude behavior. You have put me down enough.
Look at your paper. It says
Minimum Valuation-no deductable Limit null cost $0.00- Has a check mark
Depreciated Valuation-$250.00 deductable- limit null- There is no price there nor a check mark
Replacement Valuation-$250.00 deductble-limit null- There is no cost there nor a check mark
The check mark indicates which Valuation you choose. The Minimum which is by law is $0.60 per pound. To have Depreciated or Replacement Valuation it would have cost you money for that insurance it is not free.
The Minimum Valuationis $0.60 per poud and is free.
You said you have the folder that i gave you, look at it, there is paper work in there that tells you all about it.
I am not going to argue back and forth with you and continue to have you tell me about how to run muy business. Mistakes were made, I said i was sorry and that i would take car of the damage. End of the story.
If you care to email me again do it with out the hatefull statements and utting me down. You have done enough of that.
You will be getting your check in the mail as soon as i get a proper weight on the bookcase."
Good God. So fine. I sent this back to him, and will wait to see if he thinks I'm continuing to be nasty...
"Joeb, that was actually a really nice email, I thought. Maybe you should re-read it again? I was just pointing out why I've been as angry as I have been. (And you just keep trying to tell me why I shouldn't be angry.)
Obviously, we're not going to see eye to eye on this ever. Which makes sense on a fundamental level, but still...I'm your customer. Does that fact mean absolutely nothing to you? I'm so frustrated because it seems like it really doesn't. It makes me want to bang my head on hard surfaces.
I didn't choose the level of insurance you offered me. It was pre-chosen. I didn't put that "x" next to the minimum valuation line, it was obviously typed in on the quote for us, and I clearly have a different idea of what that all means, anyway, so I guess I should have asked you to explain it all to me when I signed it. I thought it meant that I was getting the best deal on my insurance options. I wasn't offered the chance to sign up for the other insurance options. Maybe that was something you discussed with [Leo] on the day you came to gather info for your quote on our move. But it was never relayed to me. And I'M the one that pays the bills, so it really should have been communicated to me better, I think.
Not that I'm trying to tell you how to do your job! I'm just giving you feedback on how I feel like I've been walked all over in this entire transaction.
Also, I included scans of all the documents I had in the folder you gave me. I've included them in attachment form on this email again, in case you didn't see them last time. Neither of them goes over the specifics of the insurance information or what happens if a claim needs to be made. Unless I'm totally missing that point, in which case, please highlight it and send it back to me! Because I feel a lot like I'm going insane over this whole thing, especially when you keep telling me that I've signed something that I don't even have a copy of with the signature on it.
Net/net, you make promises in your contract and the paperwork you give along with it that you failed to meet. Again, I'm not trying to put you down or to be hateful. You simply did not do the job that I paid for. I don't understand why that's something I'm not allowed to say. I'm your customer. Why is my feedback not worth anything to you at all?
I'm trying to be civil now...as civil as I can be, anyway. Because I'm tired. And I don't want to have to deal with this any more. I have lots more things I have to do to deal with the house, my new loan, my bills, my marriage, and frankly, it's all more important to me than it is for me to continue trying to reason with you. I'm not a very nice person to deal with when I'm treated like I'm a complete idiot who is being bothersome to someone that I paid to do a service for me.
It's like going out to a restaurant for dinner, having to pay after I get my drinks but before we finish the meal, and then having them serve me the wrong order in a half portion size, and then have the waitress reach over and break my finger before walking away laughing at me.
Can't you see this from my point of view at all?
I'm pretty sure you're saying you can't, but still. All I've been asking for all along was what the contract promised me.
So, sooo tired..."
It's so frustrating arguing with someone who is defensive and irrational! I really wish he'd stop being like that.