Damaged Goods
<p>My 2nd international move, and this time round with Exe****ove was a BIG disappointment in comparison - the first move not a single item damaged. The initial experience booking, coordinating the move and communication while goods were in transit was fantastic! The issue came on receipt of our goods, a lot of damaged goods. Some of which whilst low in value in monetary terms were very valuable in terms of sentiment broken. In addition when receiving quotes one of the repair companies stated that the damage was severe and would take effort to cause such severe damage. Damaged items range from furniture, to painting frames, to ornaments, and crockery. Claim submitted via the insurance, and here again Exe****ove were extremely helpful. However, very disappointed with the insurance company they use. Once the agreement and loss was returned expected payment within 14 days - it's now been 28 days and I still have yet to receive payment, despite frequent chasing.</p>
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Execu Move's replyOfficial
23 May 2016, 07:15Dear Lynsey
First of all I would like to explain that the reason for the delay in responding to your Hellopeter report has been only because we (and many other companies) could not access the new and completely revised Hellopeter forum. After much perseverance and many frustrations Hellopeter have at last sorted out all the gremlins. Our apologies none the less.
Regarding your report. We were all very sorry to hear about the damages incurred, in particular because the damage seemed so extensive. We are of the strong opinion that this was not due to our packing or single handling of packed items by an individual but rather due to a load handling issue somewhere in transit, as the damage is of a "pressure break" nature usually associated with a container or pallet box handling issue.
However as regretful as all parties are about the damage, I believe you are absolutely correct about the slow and cumbersome settlement of your claim. Although this has not assisted your claim, I would like you to know, that as a result of poor performance by this insurer, that we have severed all future business with them and have appointed new insurers.
From what I understand, your claim was finally processed by them last week and that payment is scheduled for this week, if not today.
Once again we apologies for any damages incurred, for any inconvenience caused and in particular our sincere thanks for your patience and co-operation.
Thank you and warm regards.
Peter Theron (GM Execu-move)
Best regards,
Execu Move's reply23 May 2016, 07:15
Official
Dear Lynsey
First of all I would like to explain that the reason for the delay in responding to your Hellopeter report has been only because we (and many other companies) could not access the new and completely revised Hellopeter forum. After much perseverance and many frustrations Hellopeter have at last sorted out all the gremlins. Our apologies none the less.
Regarding your report. We were all very sorry to hear about the damages incurred, in particular because the damage seemed so extensive. We are of the strong opinion that this was not due to our packing or single handling of packed items by an individual but rather due to a load handling issue somewhere in transit, as the damage is of a "pressure break" nature usually associated with a container or pallet box handling issue.
However as regretful as all parties are about the damage, I believe you are absolutely correct about the slow and cumbersome settlement of your claim. Although this has not assisted your claim, I would like you to know, that as a result of poor performance by this insurer, that we have severed all future business with them and have appointed new insurers.
From what I understand, your claim was finally processed by them last week and that payment is scheduled for this week, if not today.
Once again we apologies for any damages incurred, for any inconvenience caused and in particular our sincere thanks for your patience and co-operation.
Thank you and warm regards.
Peter Theron (GM Execu-move)
Best regards,