Complaint Review: Dodge Moving & Storage

DATE:  September 12, 2012

REGARDING:  Johnathan Bernard - Dodge Moving & Storage Claim

GBL #JEAT0013057, ORDER #M2528-1403-1

On August 11, 2011 we did a Military Move from Portland, Oregon to San Diego, CA.  Dodge Moving & Storage packed our items, and transported them to the Mayflower truck at their downtown Portland location.  During the packing process, our expensive pillowtop mattress was severely damaged.  When the Mayflower Lead/Driver and movers arrived here in San Diego with our items, the Lead/Driver informed us there was a major problem with the pillowtop mattress.  He showed us how the queen sized pillowtop mattress had been packed into a queen-sized REGULAR mattress box, which caused the mattress to be horribly bowed/rippled completely across the widthand length.  Due to the condition of the mattress we can no longer use it!

We contacted Bethany Knupp, Tier 1 Defense Personal Property System (DPS)SDDC Systems Response Center (1-800-462-2176, Option 5) regarding the process for filing a claim.  She told us we had 6 months in which to file a claim.  However, due to cancer issues in our immediate family, we filed our claim on December 23, 2011.  We were in contact with Ms. Knupp on several occasions asking for information, etc.  Her first update on the status of our claim was [via email] on February 21, 2012 and read, "Your claim is currently Under Review by the moving company.  They have 60 days from the submit date (12/25) to make a final offer.

On March 28, 2012 I wrote, "Good Morning, Ms. Bethany, I'm referencing Johnathan Bernard's filing date for a damage claim . . . we are past the 60-day response period for the company.  Please advise us how to proceed at this point."  Ms. Knupp responded, "You can either contact the moving company directly to find out what the hold-up is in processing your claim or you can login to DPS and transfer the claim to the military claims office (MCO)."  Since we had already been the MCO route we chose to contact the moving company.  I called the Corporate Office for Dodge Moving & Storage and eventually I spoke with Tony (636-349-3622), Peggy Hart, Manager (636-349-3910 x3910) and Yvonne (636-305-6918) several times each; I mostly left messages.  When they did answer their phones, they ALL kept giving me the runaround telling me to "call this one, call that one", and so on.

We filed a claim with the USMC Claims System, which they forwarded to Dodge Moving & Storage.  Dodge, forwarded the claim to Ms. Jana Armstrong their Claims Specialist in Magnolia, Texas.  After the timeline for filing for and/or responding to the claim had expired, the USMC received an email notification that our claim had been "closed", not that it had been approved or denied, just closed.  We called and called Ms. Armstrong at Trilogy Claims Services, Inc. but received no response.  I finally left her a voicemail stating that we were going to take Dodge Moving & Storage to Small Claims Court.  Ms. Armstrong then asked me to send her proof of the drivers findings in the way of a statement, which I did.

On September 11, 2012, I received an email from Ms. Armstrong stating the following:  "Ms. Bernard - We have again reviewed your file and the additional information provided.  Unfortunately, we are unable to revise the settlement.  We apologize for the inconvenience; however, we must maintain the settlement as outlined in the letter dated April 3, 2012."  We never received such a [settlement] letter from these people!  The only letter we received from Ms. Armstrong, was dated April 3, 2012 stating, "...there was no mention in the DOD Notice Of Loss paperwork on delivery that there was any damage to any items."  THIS IS NOT TRUE!  The day after delivery, I spoke to Rose in the Mayflower office here in San Diego (636-305-6207), she confirmed the Mayflower Lead/Driver (Carlos Godina) had written a brief notation in his report regarding the damage to our mattress.  Mr. Godina wrote a [separate] statement upon my request, which I sent to Ms. Armstrong at Trilogy Claims Services, Inc. on July 13, 2012 per her request.  Ms. Armstrong promised to review the claim further.

Dodge Moving & Storage employees severely damaged our expensive mattress.  We just want to be made "whole" as of the date the item was damaged, nothing more, nothing less.  Ms. Armstrong requested proof of our damage claim - a document from the Mayflower Lead/Driver, which we submitted  to her, yet our claim was still denied, saying we filed our claim past their filing timeline.

Subject: RE: Bernard - Dodge M&S Claim GBL #JEAT0013057, ORDER #M2528-1403-1

Date: Tue, 11 Sep 2012 15:29:15 -0500

Ms. Bernard We have again reviewed your file and the additional information provided.  Unfortunately, we are unable to revise the settlement.  For any additional review you should contact your local USMC Claims Office.  We apologize for the inconvenience; however, we must maintain the settlement as outlined in the letter dated April 3, 2012.

Thank you, Jana ArmstrongClaims Specialist, Trilogy Claims Service

Phone  866-604-4117Fax  281-259-4478

IN CHECKING ONLINE RESOURCES, THERE ARE MANY DOCUMENTED COMPLAINTS ACROSS THE U.S. THE SAME AND/OR SIMILAR AGAINST DODGE MOVING & STORAGE.  In a way it felt good to see that I was NOT the only one who has dealt with this shady company.  We had an expensive ($300) audio speaker and my box with my lingirie and inexpensive (but nice) jewelry come up missing in this move, but we didn't have proof of it, so we decided NOT to file a claim.  However, we must be made whole for the damage these folks caused to our mattress - WE'VE GOT PROOF ON THAT!!!

We truly hope you can assist us.  We'll be grateful for anything you can do.

Respectfully, Deborah & Johnathan Bernard