California Moving Company Response to Damage Claim

[MOVING COMPANY LETTERHEAD] [CPUC Permit No. TCP-XXXXX] [Date] VIA [CERTIFIED MAIL / EMAIL] [Customer Name] [Customer Address] [City, State ZIP] Re: Response to Damage Claim Move Date: [Date] Job Number: [XXXXX] Claim Received: [Date] Dear [Customer Name]: We are in receipt of your claim dated [date] regarding your relocation from [origin address] to [destination address] on [move date]. We have completed our investigation and respond as follows. CLAIM SUMMARY: Item(s) Claimed: [List items] Amount Claimed: $[Amount] Coverage Selected: [Released Value $0.60/lb OR Full Value Protection] INVESTIGATION FINDINGS: [SELECT AND CUSTOMIZE APPLICABLE SECTIONS] [If Basic Liability Selected:] Our records show that you selected Released Value (Basic) Protection as indicated on the Bill of Lading signed by you on [date]. Under this coverage option, which was provided at no additional charge, our maximum liability is limited to $0.60 per pound per article. Based on the estimated weight of the [item] at [X] pounds, the maximum reimbursement under your selected coverage is $[0.60 × weight]. We provided you with the opportunity to select Full Value Protection, which would have provided full replacement value coverage. The signed Bill of Lading confirms you declined this additional coverage. [If Pre-Existing Damage:] Our review of the inventory sheet completed at origin indicates that the [item] was noted as "[condition noted - e.g., 'scratched,' 'dented,' 'worn']" at the time of pickup. This condition was documented before the item was loaded onto our truck. The damage you have claimed appears consistent with the pre-existing condition documented at origin. [If PBO (Packed By Owner):] Our inventory records indicate that the carton containing [item] was marked "PBO" (Packed by Owner). You packed this carton yourself. Our inspection shows no external damage to the carton, indicating the contents were damaged before packing or due to inadequate packing materials. Under industry standards and our tariff, carriers are not liable for concealed damage within customer-packed cartons when there is no visible damage to the exterior of the carton. [If Claim Filed Late:] Under federal regulations (49 CFR 370.3) and our filed tariff, claims must be submitted in writing within nine (9) months of the delivery date. Your delivery occurred on [date], and we received your written claim on [date] - which is [X] months after delivery. Unfortunately, this claim was filed outside the permissible time period. CLAIM DECISION: Based on our investigation: [ ] FULL PAYMENT: We accept liability and will pay $[amount] for [items]. [ ] PARTIAL PAYMENT: Based on the applicable liability limits, we offer $[amount] as full and final settlement. [ ] DENIAL: For the reasons stated above, we are unable to approve this claim. [If offering payment:] To accept this settlement, please sign and return the enclosed release form. Payment will be issued within 30 days of receiving the signed release. [If denying:] If you disagree with this determination, you may: 1. Provide additional documentation for reconsideration 2. File a complaint with the CPUC Consumer Affairs Branch 3. Pursue resolution through small claims court or mediation We value your business and regret that this situation occurred. If you have questions regarding this determination, please contact our Claims Department at [phone/email]. Sincerely, [Name] [Title] [Moving Company Name] CPUC Permit #TCP-[XXXXX] [Phone] [Email] Enclosures: - Copy of Bill of Lading with valuation selection - Copy of inventory sheets - [Settlement release form if applicable] - [Additional documentation]