Schumacher Cargo Logistics Damaged House, Damaged Goods, Misfiled Paperwork, Missing / Poor Services Gardena California
If there were negative reviews available, Schumacher would have them all. I have done many moves in my life, both national and international but have never come across such an incompetent and unethical group. I like many of you reading reviews, saw a good overall rating for the company and thought they could be trusted. Dig deeper and check out yelp, BBB and mover websites and you will see the horror stories.
We are eleven weeks post $24,000 move and we have over $52,000 in damages to our goods, over $10,000 in damage to our home and received less than half of the services we paid for. The CEO Martin Baker although acknowledging all the issues below, says to sue him to get reimbursed. This is the sign of who Schumacher really are...
Below is a summary of our grievances.
We hired Schumacher Cargo to do a full pack up, move, deliver and unpack from Seattle, Washington to Dublin, Ireland. What we received was very different from what we paid for. Our dispute centres around four major issues:
1. Services we paid for not provided/not provided in a professional manner
My wife had to ring Schumacher multiple times the first and last day of the packing because the movers did not show up and did not have enough resources to get the job done.
Fast forward to the move. The move was delayed two weeks because the alcohol paperwork was not filed correctly by Schumacher. This caused the financial costs listed above plus destroyed our Christmas holiday.
2. Damages for items delivered
As we have unpacked boxes ourselves we are finding many missing parts and pieces (as well as numerous damaged items.
Again because of the poor packing job, in total about 25 percent or $52,000 of items insured are damaged, missing parts or just plain missing.
3. House Damage
In Seattle, the timber floor was gouged as the movers dragged things across the foyer floor. In the Dublin house there were dings in walls and moulding, a cracked tile in the kitchen and marks all over the walls in the corridors and stairwells.
4. Additional Fees Because Schumacher Did not Provide the Proper Documentation to the Dublin Movers
Our goods were delayed over two weeks because Schumacher did not provide the local mover in Dublin with the proper import paperwork. This delayed the delivery and cost us an additional 165.00 EUR fee and 1,062 EUR in port charges.
In summary, for the $23,446.78 we paid Schumacher we did not get the service we paid for, over 2x this amount in damaged goods, damaged houses and additional import fees. Avoid Schumacher and Mark Neville, the owner. He is big on the sale's pressure, but whether there is a problem he is no where to be found. He has promised refunds multiple times, but never refunded a penny.
Buyer beware. This group is rotten to the core - especially CEO Martin Baker,
3 Updates & Rebuttals
Dennis
Seattle,United States
Looking For a Resolution from Schumacher After 13 Weeks
#4Author of original report
Fri, March 15, 2019
Hi Martin, We would still like to get this disagreement resolved with Schumacher. We have three of items remaining unresolved with our dispute:
1. Services not provided/not provided in a professional manner which we need to be reimbursed for
2. House damages to our Dublin home need to be repaired. Schumacher and your local agent Careline have been debating responsibility. Careline have sent out two repair people (Martin 23 JAN and Vincent 11 FEB), yet no repairs have been made. We have requested Schumacher/Careline liability insurance company come out to assess the damage. Schumacher and Careline both refuse to provide the details even though their subcontractor caused the damage. Being that Mr. Baker is good friends with the Carey family who owns Careline, the coordination of an insurance claim should not be as difficult has these two firms have been making it out to be. Both firms have conveniently been coordinating responses and pointing fingers at each other to avoid actually dealing with the problem.
3. Insurance Claim. The insurance claim is still not resolved after nearly 3 months. At the start of the claim I was told by Schumacher I should be patient that it will take 8-10 weeks. We are in week 13 at at stage two of six of the claim. I have been told, because of the extent of damages caused by Schumacher's negligence, that the claim is taking longer than expected. The claims agent sent a preliminary settlement Monday but there were many errors. He said I would have it back Tuesday but did not receive it.
I emailed him Wednesday and he promised it by the end of business Wednesday, but again it did not arrive. I received an email from them again today saying I would have the documentation by the close of business Thursday, yet again it did not arrive. We are hoping this will get closed out soon as we had over $52,000 in damage to our goods.
I have done many moves in my life both nationally and internationally. International moves are stressful. When things go wrong it adds to the stress. When things go catastrophically wrong, as in this case, a good moving company can help to resolve the issue and make things right. Items 1 and 2 are in your court and be resolved if you are willing to come to an agreement to move forward.
Item 3 becomes your responsibility if the insurance carrier you provided does not perform. We hope that PAC Global Insurance will start preforming. Martin, I trust you will live up to your reputation and make good on the items above. All the best, Dennis
Dennis
Seattle,Washington,
United States
Another Generic Response from Schumacher with No Action
#4Author of original report
Mon, March 11, 2019
Please send a genuine response to all items in the report. To illustrate how this is done I will address your email point by below:
1. To date, we have not had assistance regarding our claim from your office, despite having paid for an insurance coordinator. Evelyn the claims coordinator has missing in action for over 2 months. Our claim has been ongoing for over 11 weeks and still nothing has been repaired, replaced or compensated for. Also, our account manager Mark Neville likewise disappeared for nearly a month after the damage occurred, resurfaced for a week and then has never returned a phone call or email.
2. Your CEO attempted to compensate us $5000 for over $10000 in damage to our house, nothing for services not provided (which equates to approximately $10,000 in missing services) and then tried to roll in the $52,000 damage to our goods as part of his $5,000 compensation offer. When I refused this he removed the $52,000 of goods damage and upped the offer to $7,000. So in effect he offered us $7,000 for $20,000 in damages. Who on earth would accept this offer. I am insulted that $7,000 for $20,000 is good will! We have also stated clearly to your CEO that we did not want compensation for the house damage, but wanted it fixed. Your CEO refuses to give us his insurance details so our house can get fixed. He has told us to use our home owners policy or sue him. Again not feeling the good will or the willingness to work toward a resolution.
3. The marine insurance you arranged is also a bit laughable. I assume this is the policy Jawon Corona in your office could not get correct after three rounds of corrections with an itemized excel sheet I provided each time. This is also the same policy he never sent a finalised corrected policy for. Furthermore, this is the same policy that Evelyn is managing and has not contacted me in over 2 months about. I look forward to your detailed response to my complaint and hope you will actually attempt to make good on the damages and not offer the same generic response as you did before on Yelp and the BBB for myself and dozens of other customers you have tried to ripoff. All the best, Dennis
Austin
Gardena,California,
United States
Currently in Insurance Claims Process
#4UPDATE Employee
Mon, March 11, 2019
Dear Mr. Rehill, We have and will continue to address and solve any remaining issues you have.
At present time, all management and staff have and will continue to assist you and your many needs for compensations.
The company CEO has in good faith attempted to work with you on a good will compensation.
At this time your claims is being handled by the marine insurance coverage we arranged for you, and will continue to assist with.