Alaska Wildland Adventures Inc

Response to Revdex.com *** *** CID # ***This customer has a legitimate complaint and we apologize to him and his familyThere was some mix up on the delivery and approximately lbsfailed to make the original shipment and resulted in an overflowThe cause of this failure has
yet to be determined, however, we have all of the items and we have assigned a Move Manager to this issue who is in contact with this customer and making every effort to expedite the delivery of these items

There is no dispute that our chain of custody procedures
clearly shows that a safe was picked up and inventoriedThat safe was received
into our warehouse and accounted for on our documentationWhen the shipment
was loaded and delivered the paperwork shows the safe missingSince
that
discovery we have taken every feasible action that we know to do
We did recommend that this customer file a claim mainly
because the Military requires it and there is a time frame that is also
required by the Military, not usAs we explained to the customer this issue is
a major concern of the company and the investigation will not be stopped. Most missing items are eventually found and we are not giving up on this one
However, if in some way this item got mixed in with another in the warehouse or
shipped to another customer it might take months before it is discovered. Although we latterly searched every
shipment
The following message was sent to the customer
As promised I met with all of the staff members who have
been engaged in handling your complaint, especially those who have searched for
the missing safeThe general conclusion is that the safe will probably not be
found and we need to move toward some other resolutionI respectfully request
that you file a claim so that the process becomes official and on the record
You mentioned several other issues regarding damage and inconvenience that
should be included in your claim
We will of course continue our search and investigation
regarding the missing safe, but in your best interest you should begin the
claims process as soon as possible
You can be assured that all of the issues and
recommendations mentioned in your email are being taken seriously and acted
uponThank you for your patience and consideration
(Customer took issue with that last statement as being
dismissive )
New message:
Sorry for the confusionI did not intend to imply that our
search was being discontinued by
mentioning the probability that it is lostI think that I stated that the
search will continue, however, at some point we must begin to consider
alternativesI can assure you that this incident has received more attention
than any lost item that I can remember over the past twenty years and it will
continueFiling a claim is not the end of the issue, it is the beginning of a
process
You might be interested in some of the investigation
activity:
The investigation report states the following:
"The crew opened all cartons during initial delivery to
check for safe."
"All storage containers used for this shipment were re
checked "
"All containers used for any storage on the day the shipment came in were
checked"
"All containers in the same warehouse section where the
shipment was stored was opened and checked."
"The driver that loaded at origin was questioned
regarding any particulars concerning safe."
"All warehouse
security cameras were checked for any suspicious activity."
"The two other shipments placed in storage on the same
day had been delivered out, so those customers were called to see if they had
the safe in their shipment"
" The driver that loaded the shipment and delivered to
storage was called back to Landover to review the inventory with the receiving
warehouse manager."
"All paper work was reviewed including inventory and
riders."
"All crew members and warehouse staff involved in
shipment were questioned thoroughly ."
" QC Manager was assigned to investigate every aspect
of this shipment including all paper work and all security camera pictures for
the dates involvedHis investigation is ongoing."
Those are some of the internal actions that were taken,
excluding those that should remain confidential
We will continue this activity until we find it or discover
where it went
The only policy not adhered to on this issue was that the
driver did not insist on the safe being opened
at origin as policy dictates and that the customer did not list this
item on the “high value” inventory sheet as required by the military and the
company. That is not an excuse for the
loss, however, extraordinary change of custody procedures occur for “high
value”items. This incident has resulted
in strict enforcement of this policy without exception
Hopefully we will find this item sooner than later, but in
any event the search will continue

We sincerely regret *** ***’s disappointment with her
recent move and we apologize for any inconvenience that we may have caused her
and her familyWhereas it is not possible to respond here to every issue cited
in her posting I can say that every issue is being addressed even though
we are
somewhat past our day claim processing scheduleNot only are we
extremely proud of our 90% plus customer satisfaction and quality record our
continued business relationship with our largest customer, the U.SMilitary,
depends on it
There have been three separate claims filed so far relative
to this move, which in itself is not that unusual, because as customers begin
the unpacking and the settling in process they sometimes discover damage and
missing itemsIt is also true that often customers find items that they had
once thought to be lostHopefully that will happen in this case
Broken items and
article damage is easily detected and most often covered under the movers
liability, however, missing items such as clothing is very difficult to
reconcile since clothing items are seldom inventoried by the pieceThey are
packed in special wardrobe boxes and the boxes are numbered and entered on the
inventory sheetWhen the box is delivered it is generally assumed to contain
the items packed at originThat is not an absolute assumption, but
investigation and claims settlement is certainly more difficult and time
consumingEven when a box is missing, as yet not determined in this case, it
is time consuming to place a value on every item, and we rely heavily on the
customers input
In any case *** ***’s claim will be settled
soon and we will make every effort to make the settlement as fair and as
equitable as possible

We are in receipt of this complaint and we acknowledge that the customer  is correct as to the reporting of the issue and the correspondence back and forth between the parties involved. There is no attempt on the company’s part to avoid settlement of the issue. However, the facts of the case...

were unclear making the establishment of liability for car damage unduly complicated. The original claim filed with the company on the damaged cargo from the shipment also included damage to the car that was not part of the shipment. Consequently that part of the claim could not be processed in the Military DPS system designated specifically for household goods tenured by the government under a specific Government Bill of Laden. (Had the car been part of the shipment and damaged in shipment it could have been processed under the original claim.) The first notice that was sent to this customer from the claims processing agent pointed out this issue and advised alternative claims procedures for the car. I have now had discussions with this customer and agreed to pay the claim in its entirety as filed for $1305.00. That payment is now in process and will be mailed within 10 days.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:your response is a very generic system generated one. I am very displeased at the lack of concern show for my missing items. I have completed my un packing months ago and therefor there will be no way these items will be located as I have previously told your employees. Nothing in your response ditectly addressed any of my issues stated in my complaint and in no way is a resolution to the lack of respect or concern for my items. While I realize it is a difficult situation on both ends I should not be left to replace all these items and damges caused by your movers as I stated he offered me someone else's belongings, has the previous drop off been contacted to see if they have any of my things this is a lot of missing things and it really makes no sense the lack of acknowldent on your end. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as this is NOT the company I moved with nor the company I made a complaint against. I would like the original complaint addressed with the correct company as I noted originally. Interstate Van Lines in PA not VA
Regards,
[redacted]

Although we sympathize with the customers loss we have no evidence that any theft occured and certainly no evidence that the contents of the safe constituted "grand theft" as stated in the rejection. Contrary to military regulations the contents of this safe were never revealed and the safe was never opened. We have no idea what was in the safe. My previous reference to handling "high value" items is standard practice in the transportation industry. This is done for many resaons not only, for chain of custody procedures but for establishing liability . Even this customer completed a high value inventory of several items but there was no mention of a safe full of high value items.We are in no way trying to escape blame for lthe loss of the safe because it was our fault. Exactly what was lost is another matter and remains to be determined.  And as stated we are not taking this incident lightly and that investigations are on going. .

As stated in our first response on 12/8/2015, "-----claim will be settled soon and we will make every effort to make the settlement as fair and equitable as possible." I am happy to report that the first claim has been paid and our claims manager has discussed the remaining two claims with the customer and those claims will be paid in full within a few days. Thank you for your patience and thank you for your service.

We sincerely regret the confusion that has been generated regarding the settlement of the charges for this customer and we are working very hard to resolve the complications so that this matter can be settled to the satisfaction of all parties. The primary problem begins with the fact that there...

were two separate orders for two different types of services. One for a service for packing household belongings, moving them into a storage warehouse, storing them for four months. That order number was [redacted]. Those charges were $4444.27. There was a deposit of $893.50 made against this order on April 3, 2015 when the items went into storage. The balance of $3550.77 was to be paid when the storage ended and before the items were delivered to North Carolina in accordance with second order #[redacted]. The order for moving items to North Carolina was for $4,535.03. That order was fully paid. However the order #[redacted] balance of $3550.77 was ,according to the customer, to be paid at the time delivery w as made to [redacted]. It was not paid. Consequently the only payment made for order # [redacted] (packing, storage) was the deposit $893.50 which left a balance of $3550.77, the basis for this dispute. Since the customer raised the issue of crew members leaving the premise (even though they left to go get needed packing supplies) we have credited $350 which leaves the balance of $ 3200.18. Again we reget the confusion that has caused our customer's dis satisfaction. We will continue to work with this customer until we reach a settlement in which he will be satisfied.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Furthermore, I would like the company (if feasible) to provide correspondence upon mailing to ensure proper receipt. 
Regards,
[redacted]

We sincerely regret the damage to this customers TV set and the confusion regarding the claim settlement. It is true that the shipment inventory does not list a TV however a close review of the inventory does indicate that a TV box was shipped.That fact was not noticed by the claims...

examiner. Although no televisiopn was shown as it should have been (make and model) it is reasonable to assume that a TV was in the box. Consquently, the claim is being processed and will be paid within a few days in the amount requested.Again we apoligise for the confusion.

Date: Tue, Mar 7, 2017 at 4:02 PMSubject: complaint #[redacted]
To: [redacted] <[redacted]@myRevdex.com.org>[redacted]We have no record of moving [redacted]. We have no record of moving any [redacted] in 2016 .I thought that I had sent this message over a month ago, but I guess I was...

mistaken. Please remove this complaint from our account.This issue is not unusual as there are several moving companies in the country using the Interstate name. I spoke with [redacted] and she said that she did not move with us. She moved with a company out of Pennsylvania, Ronald G

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Once again, this level of repose is indicative of non-ownership in this careless and irresponsible handling of my property. Further, please indicate what military regulation reference and paragraph that I am in contradiction to as the customer here. Moreover, and as I stated before, it was the DRIVER who opined NOT to bring attention to the contents of the safe after learning what was in there. I would NEVER lie about the contents of the safe and if there is ANY question as to what was in there, I have an ENTIRE family - devasted after this loss - who can attest to every single item contained therein. I even have the high value contents insured with a high value rider and appraised at their present values and have not yet filed a loss because I am PRAYING that this safe and it's contents are returned  to my family, as money will not return the loss after having lost these items from my deceased mother...what part of that is not clear? I absolutely reject the obtuse and callous response that is being submitted now by the company and it highlights the level of disdain that this case has been handled with. This is also a clear indication of the lack of reponsibility this company plans to deal with this matter moving forward. I refuse to be VICTIMIZED to the extent that my family and I have been and then told that it is MY FAULT because of a military regulation???? The response here is absurd and NOT in keeping with the military regulation and expectation that was set forth to INTERSTATE the company was hired to do the job WITHOUT theft, WITHOUT multiple broken and damaged items, WITHOUT being abandoned on the day of delivery by inept delivery men....THAT is the only military requisite this company should concern itself with as it has FAILED miserably in executing all facets of this move. Due to the ridiculous nature of this latest resonse, I ABSOLUTELY intend on escalating this matter through applicable members of Congress, the transportation safety administration, the Commonwealth of VA attorney general and the MD AG and will not stop until the company understands that you are NOT allowed to DEVASTATE someone's life like this and attempt to scapegoat it by BLAMING the victim.
[redacted] III