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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/30/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was sold insurance coverage on my goods and when I went to claim on broken/damaged items they noted they would not pay as they did not pack the items. The representative that sold me the insurance never noted the insurance would not apply to items not packed by them even when I noted I didn't need their packing services, nor does it note that within the contract which I've attached. I've also included an email from their claims department noting that this seems to occur often where sales representatives sell services that company will not adhere to upon claims submitted.
Business response
10/28/2022
We have reviewed the complaint filed to the BBB. Saunier Moving and Storage is an agent of North American Moving Services. All claims submitted for interstate moving services are submitted to North American's corporate offices and their Claims Division. North American's claim department is directly responsible for handling your claim and determining its legitimacy. Per North American Moving Services, it is clearly stated on the Bill of Lading (which Mrs. ********* signed) how boxes packed by the sipper (customer) will be reviewed in regards to a claim being filed.
Per an email from Mrs. ********* on 3/31/2022, it was stated that valuation coverage was discussed at least once prior to 3/31 as she indicates she recalls certain information from a previous discussion.
Customer response
10/28/2022
Complaint: ********
I am rejecting this response because: my agent knew that I was packing my own goods so if I weren’t going to be refunded for damages and broken goods I should have not been sold the top tier insurance package if I would never be able to submit a claim. I had asked the agent more than once to confirm that if I chose that insurance that if anything was damaged it would be covered and he confirmed every time that it would. Never once did he quote that insurance covered ONLY items packed by them.
Sincerely,
****** *********
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.