LOSS CLAIM UNJUSTLY DENIED
Joyce Van Lines has lost a semi-antique oriental rug valued at $2400. When I filed a claim, they refused to pay, despite the fact that their own tracking of the rug showed it to have been lost. I have repeated my claim three times, explaining over and over what happened to the rug. Here is what happened. (1) PREPARATION OF GOODS. Before the move I specifically listed the rug—a Hamadan measuring 6’10” x 3’9”—on the High Value Inventory requested by Jim Prendergast, the agent who oversaw my move. It was one of five oriental rugs of different sizes and designs; I included photographs and dimensions of all five. I paid for full replacement value “protection” for all items being moved. (I understand that this is not insurance; however, the form I signed says “the moving company is liable for the full (replacement) value of your goods in the event of loss of or damage to the goods.” (2) PACKING. Before the packers came, the four smaller rugs—including the one Joyce has lost—were separately rolled and taped (in the manner recommended by oriental rug professionals) and placed in the same spot in my living room. Joyce’s claims adjustor determined, when tracking the rug, that the packers had unrolled this rug—only this one, not the others--and placed it in a box (item #194). The packers did not inform me at the time, so I did not know that the rug was concealed. The other three smaller rugs, still rolled up, were wrapped in paper. The fifth (very large) rug was put into the truck. (3) DELIVERY. When the delivery crew came, box #194 was checked off but I did not know the rug was inside. The deliverers unpacked most of the boxes—I had paid for a full unpack. I could not be everywhere at once, and I didn’t see what came out of box #194. The deliverers took away all empty boxes and wrappings and left in a hurry. (4) DISCOVERY AND REPORTING OF LOSS. When I had time that evening to make a thorough inventory of my belongings, I saw that one of the rugs was missing. The next morning I telephoned Jim Prendergast and reported the loss. He said he would track the rug. When I didn’t hear back from Mr. Prendergast after several days, I called him again. He said he would talk to the packers. When another week and a half went by with no word from Mr. Prendergast, I filed a claim. (5) DENIAL OF CLAIM. At this point, I began dealing with Mason Foxlow, claims adjustor. Joyce Van Lines has denied my claim on the grounds that box #194 was checked off on the delivery inventory. However, when I checked it off, I did not know the rug was inside the box. I never saw this rug at all! Mr. Foxlow claimed the deliverers say they unrolled the rug and placed it on the floor--but the rug they placed was a much bigger one. I have repeatedly explained this. Now both Prendergast and Foxlow are no longer replying to my emails at all!