American Roadway Van Lines, Inc

Good morning, we are in receipt of the customers concern and will be reaching out to the carrier for a resolutionAs soon as we have an update we will contact the customer directly as well as responding formallyThank you for the oppurtunity to resolve this matterJohn C***

Complaint: ***
I am rejecting this response because: Neither of the checks which they have claimed to have sent were received by myself or my client, ***They should have a tracking number on the package that was reportedly sent overnightIf they want to confirm the address to which it was supposedly sent I will do my best to follow up on my endBut to date a check has not been received to settle this matter as agreed upon
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me only because I now have my belongingsThe process was long grueling and at times unprofessional and I would never do it again
Regards,
*** ***

Complaint: ***
I am rejecting this response because: The statements being made by the representative of this company are falseThe Snow storm renferenced actually happened on the day we un loaded the truckThe truck drive obviously is not being truthful as he told us he told his manager if he did not have hired help by Thursday he was unloading the truck himselfThere is a lot of lies being told hereTo this day I have not received any reimbursement checks from American roadways or it’s affiliatesI have requested many times to speak with John C*** the individual that prepared our quote and the representative has denied that requestIt’s my right as a consumer to post public reviews of my service experience with this company and by law is not considered slander when it’s the truthThe truck drive also stated they post ads to hire local people to unload the trucksI wish the company would have held there end of the deal by providing professional service as its apparent their truck drive was not conducting himself in a professional ethical manner as wellIt’s the companies responsibility to contact the consumer if they are experiencing delaysThe only contact we received is from the untrustworthy truck driverI never spoke to a representative personally and agreed to any settlement.
Regards,
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Ms ***' cancellation request was made within our contractually agreed upon window that calls for the deposit to be forfeitedThat fact was made clear at the time of reservation
and a copy of that call is available for reviewAs a token of good faith however we will refund Ms ***' depositWe ask that Ms *** provide us with an address to have a check mailed todayWe regret Ms *** didn't allow us to preform the services we were contracted for and wish her wellBest regards, American Roadway Van Lines

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Please have American Roadways credit the original credit card for the $Thank you
Regards,
*** ***

Mrand Mrs*** booked their relocation with American Roadway on December 11, Mrs*** electronically signed their contract confirming a total price of $2,That price was based on inventory articles accumulating
cubic feet at $per cubic footOn December 26, 2017, our office reached out to review and verify all of their move detailsDuring this review with Mrs***, she had added additional items to their inventory list consisting of a dining room table and chairs, a loveseat sofa, dressers and a medium size standThe addition of these items increased their price to $3,for a volume of cubic feetMrs*** agreed with these adjustments and she electronically signed off on December 28th.Attached please find both signed agreements On December 29, 2017, Mrand Mrs***’s belongings were picked up in FloridaUpon the truck’s arrival, the movers were informed of more items to be loaded; items not on any of the customer’s prior inventory listsFortunately, there was enough space on their truck to accommodate all of those additional items, which amounted more than double of the revision made on December 26thAt the customer’s request, the movers loaded a total of inventory pieces onto their truckEven though Mrand Mrs*** more than doubled the amount of items to move, their estimate did not double in priceThe movers wrote them a revised estimate with a total price of $5,They signed off on that revised estimate, confirming their agreement with the pricing and revisions made. That amount included their already paid deposit of $500.00, leaving them with a total balance of $4,due to the moversThe movers explained that those overages were due to the additional items the customers chose to moveAll of the paperwork from pickup and from delivery were agreed to and signed by the customer.Attached please find signed pickup and signed delivery paperwork The morning of December 29, was the last time that Mrand Mrs*** contacted our office until after their items were deliveredThey did not attempt to contact our office again until January 4, once their delivery had been completedThey sent an email late afternoon on January 4th stating they were unhappy with deliveryThey did not provide us any details as to why, they simply stated they if don’t have a resolution by noon the next day, they would blast us on social mediaThe following day, on January 5th, they informed our office that they unloaded their own items off of the truck and wanted a discountWe assured them that we would reach out to the carrier to discuss this and would give them a call back on Monday, the next business day, with an update.Attached please find copy of Ms***’s email threatening slander We spoke with the carrier’s management team and they advised us that the driver had arrived in New York to deliver a couple of days prior to the date that the items were actually unloadedThere was a devastating snow storm that hit the east coast days earlier, causing the temperatures to drop drasticallyThe carrier was having trouble getting movers from the office in Massachusetts out quickly to help the driverThe driver was instructed to wait until they were able to get movers out there to help him unloadAfter a couple of days, Mrand Mrs*** had mentioned to the driver that they would unload because they wanted their belongingsThe driver called the carrier’s main office with their requestThe customer was transferred to one of the managers who asked them, several times, if they were sure that this was the route they wanted to take; unloading their own belongings instead of waiting for their other movers to be able to arriveThe customer had assured him each time he asked that this was how they wanted to proceedThey had agreed on an amount to be reimbursed for the labor and the carrier had also agreed to mail them a check for $Following this agreement, the customers proceeded to unload their itemsAfter this agreement was made and the items were unloaded, the customer accepted their agreed upon $for labor and agreed to accept a check of $to be mailed to them. Mr*** argues that he did not receive the professional service that he paid forThe driver was ready and willing to wait for his help to arrive from Massachusetts so that they could unload the customer’s belongingsMrand Mrs*** decided that they no longer wanted to wait so they made an agreement with the carrier to unload their own items. Unfortunately, we have no control over the weather and all the foreman could do at that point was wait for his help to arriveWhen Mr*** first spoke with our office on January 5th, he informed us that the carrier had only given him a $discount and charged him double what the initial quote wasHe failed to inform us that the driver had given him back more than $at delivery and that they made an agreement with the carrier to be mailed a second reimbursement check for $He also did not inform us that his price increased because he more than doubled the items to be movedMr*** called our office demanding a large reimbursement without providing us with all of the detailsHe had made an agreement with the carrier to accept payment for the labor of unloading and agreed to accept a second reimbursement check for $being mailedMr*** was provided with everything that he asked for. Mrand Mrs*** agreed to their revisions at pickup due to doubling the amount of items that they wanted to be moved, which is the reason for the increaseThey signed off on their paperwork at pickup and at delivery confirming their agreement with the additional chargesAt no point did they contact American Roadway to ask about these charges until after their delivery had been completedThey entered into an agreement with the carrier to unload their own items in New YorkIn return, they accepted payment from the driver that day as well as accepting a reimbursement check for $being mailed to themThey didn’t call our office when the driver first arrived in New York and they did not contact our office before they started unloadingIf they had done so, we could have instructed them to sit tight until the movers were able to arrive to help the driver unloadInstead they chose to make an agreement with the carrier and unloaded their own itemsWe ask that Mrand Mrs*** to honor their end of the agreement that they chose to make with the carrier and accept the agreed upon reimbursement. -- Deana O***
Dispatch Manager*** *** *** *** ***
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On September 20, 2017, our dispatch reached out to Ms*** to review all of the moving information prior to the
pickup in DelawareThe addresses, articles list and packing information were all reviewed and verified to confirm accuracyOur movers do wrap all standard furniture with moving blankets and that service IS included with every moveThere are certain packing requirements for delicate and fragile items which is mentioned several times throughout Ms***’s signed contract as wellFragile items cannot be loaded onto the moving truck unless they are packed correctlyAt pickup, there was a $fee added for additional packing materials neededAs Ms*** stated, the packing of her TV was included in her initial pricing so there was no additional fee added at pickup for thatShe was charged for a small crate and a large crate, totaling $Ms*** was not forced to pay this packing fee, she made a choiceShe was informed prior to her pickup that any breakable items needed to be properly packed before the movers arrived to loadIf any fragile items are not packed properly, they cannot be loaded onto the truckWhen the movers arrived in Dover, DE there were fragile items that Ms*** wished to move but they were not wrappedThe movers informed Ms*** that they would have to pack those items for her or they would not be able to load and transport themMs*** chose to allow the movers to pack up those items and she signed off on the packing materials list, making her aware of the packing that she was paying forShe did write on that paperwork that she would be speaking to John C*** but that statement does not change the fact that there were still packing materials required or the additional fee for them.Signed contract attachedSigned Packing Materials list attached Ms*** claims that no one in our office was ever available for herFollowing pickup on September 23, 2017, Ms*** had spoken with Deana in dispatch several times on several different daysShe was very upset about the overages and American Roadway did everything we could to get it worked out for herThe end result was that we were able to remove a $charge for additional volume accumulatedOn October 2nd, Deana called Ms*** and confirmed the price with the discounting we were able to accomplish for her and Ms*** agreed to the revisionFollowing October 2nd, we did not hear a word from Ms*** until October 16th, when she sent an email regarding the chipped shelfIn that email, Ms*** had still not mentioned her previous struggle to get hold of her carrierIf she had called or emailed any time between October 3rd and October 14th, we would have gladly reached out to the carrier to get her answers regarding deliveryThere was no way for us to know Ms*** was unhappy if she chose not to inform usThe first that American Roadway had been informed of any further dissatisfaction was in her Revdex.com complaint filed two months after the fact. In Ms***’s complaint, she states that Deana guaranteed that her daughter’s belongings would be on a truck on October 3, and sent out for deliveryOn October 2nd, Ms*** was informed that the movers had a truck scheduled to leave the warehouse the following day; that if she made her first payment, they would be able to load her items onto that truckWe can only provide an estimated time of arrival based on the truck’s route from origin to destination and informed her that the truck’s current schedule was to depart on October 3rdWe cannot, and do not, guarantee that there won’t be bad weather, any traffic delays or any mechanical issuesThere was unfortunately a delay with this truck’s departure and it did not leave on October 3rd, as it was originally scheduled toMs*** was looking to have their belongings delivered on October 9thWe do our best to deliver on the requested date or as close as possible to it but our trucks have several stops along each route and sometimes delays are unavoidable.Oct 2nd call with Ms*** can be sent upon request In response to Ms ***’s Revdex.com complaint, Deana called and connected with Ms*** on Friday, December 8thAs a sign of good faith, we offered to split her additional packing charge with her and offered a reimbursement of $60.00; a partial refundShe immediately declined and demanded a reimbursement of between $and $and, if received, she will remove her Revdex.com complaintAt American Roadway, we pride ourselves in our customer service and we do everything within our power to satisfy our customers but we will not be a victim of extortionAll of her items that were picked up were also delivered; there were no items missingHer items were delivered five (5) days after her requested delivery date of October 9, which is well within the contract’s delivery spreadShe requested a partial refund and we provided a reasonable offer to split the only overages that she had and she declinedAmerican Roadway has not been unreasonable and we stayed well within the guidelines of our contractThroughout her moving process, each day that she reached out to our office there was always someone available to her and we did not provide any information to Ms***. Even though American Roadway in no way breached our contract or contradicted our level of customer service, we are still willing to appease Ms***’s desired settlement request for a partial refundAmerican Roadway is still willing to split the additional packing costs and reimburse Ms*** $60.00. -- Deana O***Dispatch ManagerAmerican Roadway Van Lines Inc***
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-- John C***Certified Moving CoordinatorAmerican Roadway Van Lines Inc.***
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In response to Ms***’s most recently sent notice, the damage to her daughter’s shelf was brought to our attention on October 16, On October 16, 2017, it was explained that their next step would be to file a claimWe provided Ms*** with the information necessary to file a claim and the claims process was thoroughly explained to her via phone and emailThe damage to the shelf can only be resolved with the claims department once a claim is filed.Please find claims email sent to Ms*** on 10/16/attachedCall with Ms*** confirming she received claim information from our office can be sent upon request On October 2nd, our office informed Ms*** that the carrier had a truck scheduled to leave on October 3rdMs*** had not paid the first half of her balance due on the day of pickup so until that payment was made, her belongings could not be loaded and shipped, as per our contract guidelinesWe advised her that if she made her first payment, the carrier would be able to load her belongings onto that truckWe never provided her with a guarantee; we provided her with the truck’s current schedule and the direct phone number for the truck’s dispatcherFollowing Ms***’s call with our office on October 2nd, she did not contact or speak with our office again until October 16thAny communication regarding her delivery following October 2nd was directly with the carrierMs*** never contacted our office to inform us of any dissatisfaction regarding her delivery, however, her belongings were delivered within the guidelines of her signed agreement. We have offered Ms*** a reasonable resolution on several different occasionsShe first exceeded her original volume on the truck by cubic feet which increased her price by $This was signed off and agreed to by Ms*** *** at pickupWhen Ms *** *** called to inform our office, we had that $discounted before her items were in route to deliveryThere were a couple of items that required additional packing in order to be loaded onto the truckThe price for packing of $and was also signed off and agreed to by Ms*** *** at pickupAmerican Roadway was not, and is not, obligated to discount or split those charges with Ms*** but customer satisfaction is very important to usWe offered to split those charges with Ms*** several different times and each time our offer was refusedAmerican Roadway is still willing to split the additional packing cost with Ms*** and reimburse her $on top of the $we have already discounted

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Please have American Roadways credit the original credit card for the $Thank you
Regards,
*** ***

We will reach out to Ms *** directly to assist in the claims processJohn C***

Ms ***' items are in transit and will be delivered this weekI apologize for the delayWe will be calling this afternoon to provide a delivery window and have her exchange numbers with the driver

Tell us why here... We would like to first clarify that there was no delay with the ***’s deliveryThe truck arrived in upstate NY to deliver only a few days following their pickupThe only delay was being able to get other movers out there to help the driver unload the itemsDelays are always an inconvenience but unfortunately they are sometimes unavoidable, especially in the moving industry with the weather and frigid temperatures this time of yearWe do our best to accommodate each customer’s requests but we will not send our movers out in bad weather if it could risk their safety while travellingMrand Mrs*** had the option to wait a few additional days for our movers to be able to travel safely and arrive to help the driver unloadThey chose not to wait, but wanted to start unloading the truck themselvesThat is not a request that the driver can accept or deny; it is up to the carrier’s operations and management teamThe driver also does not have the authority to reimburse any customer without first consulting his superiors. The driver had to first contact his office and relay the ***’s request to unload themselvesThe carrier’s management team came to an agreement with Mrand Mrs*** to offer them a reimbursement for labor as well as mail a check for $once delivery was completed. Mr*** mentions “lies being told”There were no lies that came from our officeMr*** states he never received reimbursement from American Roadway or its affiliatesAmerican Roadway never promised any reimbursement to Mror Mrs*** so they had no reason to expect one from our officeThey did, however, receive a reimbursement from the carrier on the day their truck was unloadedWe have recorded phone calls in which Mr*** confirms that he accepted this reimbursement from the carrierWhen our office first spoke to him on January 5th after their items were unloaded, he informed us the driver only gave him $to unload the truck when, in fact, the driver gave him more than that. He also states that there was never any agreement made with the carrier so why would they accept a reimbursement at delivery and arrange for another reimbursement check to be mailed to them once completed? We understand how stressful moving can be which is why we review and verify every detail and angle of each relocationWe thoroughly review packing and inventory information so there are no surprises at pickup for the customer as well as for the driverThe price given to Mr*** before pickup was based on the inventory items he informed us ofMr*** only complained about his estimate being doubled in price after his items were deliveredThey never called or emailed about their overages at any time during or after their pickup until delivery was completed, which makes it seem as though he understood the reason for his increased pricingWhen he called our office demanding a large reimbursement for being overcharged, he failed to provide us with all of these detailsHe did not inform us that the reason his for his increase was because they added more than double their original inventory items on the day of their pickupThe day before their pickup, that had confirmed inventory itemsWhen the driver arrived, Mrand Mrs*** had them load inventory items. Before we had a chance to call the carrier and review his paperwork and overages, an email was sent from Mrs*** threatening to “blast” us all over social mediaWe agree that everyone absolutely reserves the right to write reviews but that is not what the ***s didThey threatened to “blast” our name on social media before they even informed us of their concernsThey made an agreement with the carrier that, in the end, they decided they were unhappy withThey contacted our office via email threatening to “blast” us all over social media if we did not resolve their current predicamentThey chose not to contact American Roadway until AFTER their items are deliveredFor that reason, we cannot be held responsible for agreements they chose to make with the carrierWe have apologized several times for any inconvenience they may have felt but that does not entitle them to a free moveTheir price increased due to the increased volume they added the day of pickupThey chose to unload the truck themselves without waiting for the driver to receive helpThey made these decisions without contacting our office to inform us of them. Our contract states that adding additional items can increase the priceAll of the paperwork that Mrand Mrs*** signed at pickup states what the additional charges were and where they came fromInstead of calling or emailing American Roadway before unloading the truck, they moved forward on their agreement with the carrier to accept a reimbursement and started to unload their belongings

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We are grateful for the opportunity to formally respond to Mr ***. While we contend that page one of the revised inventory list from the day the delivery was preformed spells out the arrangement made between the ***s and the driver as to compensation for their efforts in the delivery (Attached)We do, however, sincerely regret that the opportunity for your participation existed and we would like to extend a $refund and our sincerest apologies for your inconvenienceIf you'll allow us, we would like to put a check in today's mail. Best regards,John-- John C***Certified Moving CoordinatorAmerican Roadway Van Lines Inc.***
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Ms ***'s request to have her credit card refunded was forwarded to our billing dept on 5-3-We offered to send a check to expedite the process, Ms ***'s credit can take up to business days to be processed by her financial institutionWe unfortunately have no control over the time her institution takes to process the transaction.

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It has been hours since I deposited the checkI would have been notified by now if it did not clearI also checked my bank statement and the deposit is still in good standingI think we can finally close this caseThank you! *** *** ***
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On Friday, October I received two checks each for $Images are attachedOne was dated September 7, and was in an envelope postmarked October 12, The other check was dated October and arrived in an overnight envelope postmarked October 12, 2017.I deposited the check dated September 7, today and am waiting for it to clear the bankWhen it does I can destroy the other check. *** *** ***

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me only because I now have my belongingsThe process was long grueling and at times unprofessional and I would never do it again
Regards,
*** ***

We are in receipt of Ms ***'s complaint and have reached out to her directly to attempt satisfy her dissatisfactionAmerican Roadway is dedicated to providing a level of professionalism and service that is unmatched in our industryWith that goal in mind we will report back as to our direct
dealings with Ms *** along with an official respond along with corresponding documentationThank you

Revdex.com:
Thank you!
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** ***

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We are grateful for the opportunity to formally respond to Mr ***. While we contend that page one of the revised inventory list from the day the delivery was preformed spells out the arrangement made between the ***s and the driver as to compensation for their efforts in the delivery (Attached)We do, however, sincerely regret that the opportunity for your participation existed and we would like to extend a $refund and our sincerest apologies for your inconvenienceIf you'll allow us, we would like to put a check in today's mail. Best regards,John-- John C***Certified Moving CoordinatorAmerican Roadway Van Lines Inc.***
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