American Roadway Van Lines, Inc

Complaint: ***
I am rejecting this response because:*** *** confirmed that she did not receive the original check that was claimed to mailed on July No proof has been provided that the check was indeed made or mailedOnce Ms*** receives the check for $then we can close this case. To note, it was originally requested that the reimbursement check be sent to my attention in Bonita Springs, FL Since the reimbursement was never received and my inquires went unanswered by John C***, I have since reimbursed Ms*** with my own fundsIf MrC*** chooses go against our instructions and send the check to Ms***, then she will need to send the funds back to me which creates another inconvenience for both of us.
Regards,
*** ***

MrC*** reviewed the moving estimate and contract with Ms*** prior to her signing the documentAt no point was Ms*** ever informed that the contract was not important; this contract is in place and required her signature due to it’s importanceThe contract was reviewed with Ms***
and if she had questions, it was her job to ask themIf she chose to not read through her agreement thoroughly prior to signing, American Roadway cannot be held responsibleBelow “Additional Accessorial Services and Fees Not Included in the Basic Estimate”, it explains truck accessibility: SHUTTLE SERVICES ARE AVAILABLE FOR AN ADDITIONAL CHARGE BEGINNING AT $AND WILL BE NECESSARY IN THE EVENT 53FT TRACTOR TRAILER ACCESS TO EITHER THE ORIGIN OR DESTINATION EXCEEDS FT FROM BUILDINGA LONG CARRY CHARGE WILL BE NECESSARY WHEN TRUCK ACCESS IS OUTSIDE OF FEET FROM THE BUILDING AT EITHER ORIGIN OR DESTINATION OF $PER ADDITIONAL FTThe driver contacted Ms*** on June 14th, explaining a possible long carry charge because he was in a 53-foot trailerShe reached out to our office via email expressing her uncertaintyIt was explained to her that he provided a possible outcome, not a definite because he had not arrived yetOur office spoke with the driver and requested he call us upon arriving at the delivery locationThe driver reached out to our office on June 16th and stated there was no parking in front of the building on *** *** ***He measured the distance between the truck and front door, advising us it was a distance of feet. As per our contract, the first feet are included with the moveFor each additional feet, there is a fee of $per each feetThis long carry fee should have been $The driver did not want to charge the customer that much so after negotiating with our office he agreed to accept $300, more than half the contractually agreed rate Ms ***'s claims pass the point of untrue and into the realm of slander, however as an attempt at extending an olive branch we will refund Ms *** $We sincerely hope that Ms *** appreciates that we have no contractual obligation to do so but make the offer to show that integrity is more important to us than moneyWe look forward to hearing back and hope to have the matter closed to Ms ***' satisfaction.

Complaint: ***
I am rejecting this response because:
From Jan 1-4, 2018, there was 0.27" (a dustng) of snow and zero rain in our area. *** So please explain what weather delays you are referring toEspecially since your sub - contracted driver disclosed on December 29, 2017, that they had been unsuccessful in securing professionally trained movers to unload in NYThe sub - contracted driver stated the same on January 2, 3, and I have text messages from the driver to back this upHe then stated that he was going to unload with or without help because he had another delivery that needed to be made in Potsdam, NYWe're in the process of locating the Potsdam customer because they may be interested in joining our complaintThe only mention of waiting for people from Massachusetts to come help unload came after the driver was parked in front of our home and began unloading by himselfHe was dressed in a sweatshirt and sneakers and was not prepared for winter temperaturesHe lasted about minutes before returning to the cab of his truck to warmWe unloaded, unwrapped, and reassembled our own belongingsNot because we were unwilling to wait but because we were finishing what he started so he could continue north BEFORE the winter storm started. It is obvious that the sub - contractors were ill prepared and not properly managed by American RoadwaysFollow-up, checking references, taking phone calls, etccould have possibly avoided the terrible service we received from American Roadways' sub - contractorsPerhaps American Roadways should ensure proper staffing is in place before sending a servicer to a job? Because I'm certain that placing random help wanted ads on Craig's List doesn't constitute "professional services on both sides of the move." You failed to provide the contracted servicesYou are in breach of contractWe are not looking for a complementary moveWe are demanding reimbursement for services not providedWe paid $5,for a complete "white glove" serviceWe got half a service and will continue to pursue, through all legal means, reimbursement and apology for the incomplete job. We threatened to blast social media only after making several phone calls with no answer and no return callWe will blast all media outlets and start a blog just to expose the truth behind your poor servicesConsumers have the right to know and we have the duty to disclose.FYI:The definition of slander is "the action or crime of making a spoken statement damaging to a person's reputation."
Regards,
*** ***

*** *** *** ***
*** ***
*** *** *** *** *** ** *** **
*** ** *** ** ***
Good morning Mr ***,I left you a voicemail this morning regarding Ms ***' dispute. I humbly request that you change the status of the complaint from unresolvedI have personally mailed checks on different occasions to resolve the disputeThis morning I stopped payment on the last check which was mailed on Sept 7th, and sent a replacement via *** Overnight Delivery and have attached the copy of both to this email. American Roadway takes our level of customer service very, very seriouslyThe refund was made in good faith as we had no contractual obligation to do soI personally have been out of the office for the better part of the last months with some health issues and while my team has done a fantastic job picking up some of my slack I do concede that this matter dragged on longer than I would have preferred however I strongly feel that a reduction in our rating is a detriment that is unwarranted. I sincerely thank you for any assistance you can provide.Best regards,John-- John C***Certified Moving CoordinatorAmerican Roadway Van Lines Inc.***
***

American Roadway Van Lines is dedicated to our customers satisfaction and have attempted to work with Ms *** to settle her grievance despite our contention that there are numerous factual inaccuracy's in her claim.? Despite our best efforts we unfortunately have been unable to
? accomplish that thus farForward to our email correspondence on March 2017, please find our formal response along with all corresponding documentation available to us at this time.On 1-5-American Roadway Van Lines contacted Ms *** in response to her request for moving servicesDuring this initial ? telephone call Ms *** was asked for preferred dates for a pick up in CO to which she request 1-15/and advised that she would need storage for an unspecified period of timeIn conjunction with that call, Ms*** was asked to go room by room and describe all of ? the items she wished to moveAfter a detailed inventory of the ? household items was provided Ms *** was asked to estimate how many boxes she would be using to pack and she indicated that she would have boxes.? Ms *** was then advised that the standard services did not include the packing of boxes, breakable items (TV's, Mirrors, Glass tops etc) and was asked if she wanted our estimate to include the packing of those items or if she would be packing them herselfMs *** indicated that she would be doing the packing herself and an estimate for the inventory and services requested was prepared and sent to Ms *** for review at 1:pm (email attached)At 4:pm Ms *** replied that she would like to go ahead and make a ? reservation but didn't think she would have adequate time to pack and requested that the dates be changed to have pick up take place on 1-21/and that after reviewing the contract she noticed that our estimate stated that one flight of stairs was included in our basic pricing but she had an additional flightA revised estimate was generated and sent to Ms *** for review at 4:pm (Email attached)Upon review of the revised contract Ms *** indicated that she wanted to proceed with the reservation, requested the option of having her items stored at no additional charge for a period up to days as provided in our contract and proceeded to provide her credit card information to process a deposit of $which was deducted from her total cost, at 4:pm the deposit was processed and a confirmation email was sent along with Ms***' Booked Moving Reservation email for electronic signatureMs *** was then walked thru the entire document again along with all the dates, items to be moved, services to be provided as well as the associated costs and asked to electronically sign to confirm her acceptance of the terms and conditions which she did at 5:pm (Email attached including E Signature)Upon completion of the reservation Ms *** expressed that she was in a rural area and wasn't sure where to obtain moving boxes'.? In an effort to provide a helping hand Ms *** was told that it would be our pleasure to assist and we would order the medium moving boxes she indicated she would be using and have them delivered to her home, delivery was made by UPS and confirmed on 1-10-at 4:pm (Order and delivery confirm attached).On 1-12-at approximately 11:am Ms *** contacted our office and expressed that she wanted to attend a wedding in Florida and asked if it would be possible to have the pickup dates changed to 1-14/Ms *** was asked to hold the line and a call was placed to our agent to see if a pick up on such short notice was possible, our request for the expedited pick up was not only granted but despite the fact that the date change came within the business day window where a charge of $iscontractually provided for, we negotiated to have that fee waved.? A revised Booked Moving Reservation email was sent to Ms *** reflecting the new pick up dates at 11:am, once again Ms *** was walked thru the entire document and she electronically agreed to the terms and conditions by signing the revised document at 11:am (revised contact including E Signature attached).On 1-14-We received a call from Ms *** stating that the driver was there and that the price changedUpon speaking to the driver we were informed that the items Ms *** requested to move had doubled and that there remained a significant amount of items that still needed to be packedAfter negotiating with our agents dispatcher we were able to get the amount to move all of the additional items and to provide the necessary packing services discounted by $Despite her volume being double the estimate amount and the need for additional packing Ms *** cost didn't doubleMs *** was presented with a revised written estimate that included any and all revisionsMs *** signed the revised estimate (Final signed revised Estimate attached)Approximately an hour after our initial call on 1-14-we received a call from Ms *** in which she stated that she was uncomfortable with the manner in which the driver was speaking to herAt that time, we asked to speak with the driver he was advised that our customers were to spoken to with nothing but the utmost respect and going forward any and all correspondence between ? him and Ms *** would go thru our office onlyWe apologized to Ms *** for any perceived slights and assured her that there wouldn't be any further communication between her and our agent and that we would be more than happy to ? assist in getting the process behind us and getting Ms *** on the road.On 1-15-We received a call from Ms *** in which she stated she felt she was treated poorly by the driverIn an attempt at goodwill we offered to refund Ms *** her entire deposit of $Ms *** provided an address and a check was cut and sent.On 2-11-Ms *** contacted our office and advised that her free month of storage was about to expire and she didn't have a delivery address yetIn an attempt to make Ms ***' life easier we offered to extend another month of carrier storage at no additional chargeMs *** at the time stated she hadn't received the check we sent, a new check was sent that day(Cancelled check attached)On 3-15-We received a call from Ms *** stating that delivery was scheduled for the next day and wanted additional discountingWe advised Ms *** that we had exhausted all of our options and not only did we return the $and provide for an additional month of storage at no charge but also had negotiated a discounted rate for the items moved and packing services required.? American Roadway Van Lines is committed to providing an exemplary level of customer serviceWe understand that moving is one of the most stressful experiences we will endure in our lifetimeUnfortunately in this case we were unable satisfy Ms *** despite our best effortsTo summarize, Ms *** was provided the contract for review on more than occasions where she signed off on the terms and conditions on separate instances, we ? refunded our entire financial participation to Ms *** in the form of a full refund of her deposit, we also supplied medium moving boxes at our expense and outside of our obligation to do so, arranged for a date charge at no cost despite the time frame it was requested, negotiated a discount for her on the day of the move and provided an additional days of storage at no costWe are extremely sorry Ms *** isn't satisfied with the service provided but we feel that we have gone above and beyond in an attempt to ease a very stressful period of time.Tell us why here

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me, even though they did not completely comply with what they and their subcontractor told me that they were going to do.? I just wish that their communication was better and this did not have to happen.? I would like to have been able to build a relationship with them and be comfortable using them because the type of job that my job that my daughter has she will be moving every 3-year s and I will be using moving companies in the future.?
Regards,
*** ***

*** *** *** *** *** *** ***
*** *** *** ***
*** *** ***
*** *** *** *** *** ** *** **
*** *** *** ***
Hello ***,I need your direction pleaseI have contacted American Roadways via email twice since the acceptance of their offer on July ? I have not heard a reply from them and I have not received the $reimbursement that they offered as settlementWhat is my next step?? Thank you!? *** *** cell

We have made attempts to contact Ms*** regarding her concerns and as of this time, none of our messages have not been returned.? American Roadway takes our responsibilities and obligations very seriouslyIn no way? do we question Ms ***'s integrityWe do,? however, maintain that her claims differ from the facts as we know them.? We have maintained a stellar reputation over the last years in a very difficult industry by providing the highest? level of customer service possible for thousands of clientsIt is widely regarded that moving is one of the five most traumatic experiences a person will endure; ? in no way is it our intention to minimize Ms ***'s concerns, and, despite our best efforts we have thus far not been able to meet Ms ***'s expectations.? ? ? As part of the moving process it is absolutely essential that the customer, or an agent appointed bythe customer, be present at both pickup and delivery locations.? In this case, Ms ***'s items were being picked up from a storage facility where, from our understanding, they had been delivered by another moving company in conjunction with a move within the state Virginia.? At our pick up, the Department of Transportation requires that a revised estimate, Bill of Lading and a packing materials list must be executed prior to loading the truckThe purpose of this is to allow the customer to read and review the charges before signing off to confirm their agreement with all chargesWithout the customer’s agreement and confirmation, the items cannot and will not be loaded onto the truckMs*** had appointed her son-in-law, Mike, as her representative at the piin Virginia to review and confirm the charges, packing and loading of her belongingsWhen our agent arrived,? the items in her storage unit greatly exceeded the itemized list provided to us by Ms*** prior to her pick upThere were also numerous items not packed properly for a move two towns away, let alone a long distance moveAfter discussing the situation with both Ms*** and her son-in-law, the necessary packing was preformed and charged accordingly and included on her packing materials listThe revised written estimate, packing materials list and Bill of Lading were all signed off and agreed to by Mike, Ms ***'s appointed representativeAll copies of these documents are attached with Mike’s signed agreementBased on our initial and follconversations with Ms***, the additional costs were not expected so, as a token of good faith, we paid the carrier $directly to offset the additional cost.? ? To reiterate, we do not, in any way,? question Ms ***'s assertion of the broken items.? At American Roadway,? we understand how stressful of a process moving can be, even when? everything goes smoothly from beginning to endFor that reason, we have tried to contact Ms*** several times to reconcile her concern but received no response from herWe do, steadfastly deny any claim of any wrong doing, on both our part and the part of our agentMs***'s move wasn't a point A to point B scenario; subsequently, there is no possible to way to explain the damages or faultAdditionally, regarding her claim of missing items, every article listed on our inventory and Bill of Lading was delivered to and signed off by, Ms***We maintain our commitment to try and satisfy Ms***'s concerns and are more than willing to help her with the filling of a claim for damages.?

[redacted]
Good Afternoon Mr[redacted],? ? ? ? ? ? We have cancelled the previously mailed check and we will be mailing a new one to Ms[redacted] in the amount of $Attached below, please find a picture of the written check with Ms[redacted]’s informationI apologize for any confusion and hope this resolves any concerns that Ms[redacted] may have had? ? ? ? ? ? ? If you require anything further, please don’t hesitate to contact me.? Thank you,John C[redacted]American Roadway Van Lines[redacted]

Updated Message from Consumer: After numerous communications, hope, and no follow-through, I am again reaching out to the Revdex.com to help assist me with my complaint about this companyTheir customer service is reprehensiblePreviously, I wrote to the Revdex.com communicating my complaint that the company did not deliver my itemsSince then, the company contacted me assuring me that they would deliver my items by Friday, October In fact, the owner, John swore on his mother the items would be deliveredThey were notI had to follow up with the company and again talked to Deanna who said she'd give me the update on my deliveryAgain, she did notI had to call again and tell her I wanted my delivery and I wanted a solidified date by Monday, November It is now November and I have not received any type of communication from this companyIt is deplorableHere is the previous complaint: Dear Revdex.com, I am writing this letter regarding a service I received from American Roadway Van LinesI did not receive all items the moving company was supposed to deliver to me after I paid for their serviceI paid $1,for this serviceThis transaction was arranged by my mother on March 3, The original arrangement was that I would pack everything and the movers would move all the boxes into their truck on 3/or 3/19, On March 18, the movers did indeed come to move my itemsHowever, they rested a mattress over a filing cabinet and this was not discovered until the next morning on March I called the company several times and when I reached someone, John Conover, I was informed that the moving company was already hours away and would not be able come back to retrieve that cabinetHe inquired as to if he could pay for a new cabinet and I countered that this would not suffice since the filing cabinet was not empty and contained several documentsHe said even if he had to ask his brother from Jersey to come get the cabinet, that he would make the pickupAt this time, I also asked if it would be possible to add more items to the pick up since he would be coming back for themThese items included boxes of textbooks, photo frames, art décor, a vacuum cleaner, in addition to the filing cabinetI informed him that I had the lease on the apartment until March and he could pick the items up until then, if that made things easierI, then, departed Maryland and left for OhioI was instructed by Deanna on 3/that the items were scheduled to be picked up on 3/The items that were moved originally on March arrived to my home location and storage unit on April 3rdI asked the movers where the items were from the second pick up and they indicated they were in the back of the storage unitWhen I went back, I discovered that the items were not delivered and I have not been able to get word back from the companyI called and spoke to Deanna and she offered to get back to me “by the end of the day” or “week”She has not gotten back with me and I have attempted to resolve this with the company four times*** *** *** *** *** * *** *** *** * *** *** *** *** * *** *** *** *** *** *** *** *** *** ** *** *** * *** *** *** *** *** * *** *** *** *** * *** *** *** ** *** * *** *** ** *** *** * *** *** *** *** *** *** * *** *** *** *** * *** *** *** *** * *** *** *** ** *** * *** *** *** *** * *** *** *** ** * *** *** *** * *** *** *** *** * *** *** *** *** * *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** * *** *** *** *** *** *** * *** *** *** * *** *** *** *** *** *** ** ***
*
Desired Resolution: RefundDesired Outcome: I would like your assistance in resolving my issueI have always wanted my items returnedSince the owner admitted to finding the items and has not followed through with delivering them, I would like a check in the amount of $to replace the missing itemsI look forward to hearing from you soon and would like to resolve this issue within days

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me? accept for the method of reimbursement? I would appreciate it if they just credited back my $to my credit card since I am traveling and would not get the check for some time and I need to hire another mover.? Thank you
Regards,
[redacted]

Complaint: ***
I am rejecting this response because:? The new check was said to be mailed on August It is September and it still has not been mailed.? I will wait until the check arrives and it clears to provide a full acceptance to this response
Regards,
*** ***

American Roadway's #priority above all else is customer satisfactionOur dedication to that goal is proven by our 99% satisfaction rateMr [redacted]'s statement that we should be avoided at all costs because we asked him to honor the legal and binding contract he entered into is a window into his
characterTo breach a contract is one thing? but to cross a line and slander our good name is just completely ridiculousDespite the unfounded, ludicrous statement we harbor no ill will toward Mr [redacted].? We will refund Mr [redacted]'s deposit despite having no obligation to either legally or morallyAmerican Roadways goal to obtain a 100% customer satisfaction rate is our sole motivation in this act

[redacted]
Good morning Mr [redacted],I left you a voicemail this morning regarding Ms [redacted]' dispute.? I humbly request that you change the status of the complaint from unresolvedI have personally mailed checks on different occasions to resolve the disputeThis morning I stopped payment on the last check which was mailed on Sept 7th, and sent ? a replacement via [redacted] Overnight Delivery and have attached the copy of both to this email.? American Roadway takes our level of customer service very, very seriouslyThe refund was made in good faith as we had no contractual obligation to do soI personally have been out of the office for the better part of the last months with some health issues and while my team has done a fantastic job picking up some of my slack I do concede that this matter dragged on longer than I would have preferred however I strongly feel that a reduction in our rating is a detriment that is unwarranted.? I sincerely thank you for any assistance you can provide.Best regards,John--? John C[redacted]Certified Moving CoordinatorAmerican Roadway Van Lines Inc.[redacted]

? ? ? American Roadway would like to clarify that we met all of our obligations as defined? within our written agreementAdditionally, while Ms[redacted]’s move was still in process, we discounted $from the total balance to compensate for overages caused by additional items not in our original inventorySome of her daughter’s items required packing in order to be loaded onto the truck in Delaware and she agreed to the charge of $for those servicesHer items were delivered well within the spread spelled out in the signed contractWhile we? clearly preformed our duties to the letter of our agreement,we would like to extend an olive branch to? Ms[redacted] and? as a sign of good faith, our office would like to offer a refund of $thus absorbing all the costs for the additional items moved and necessary packing required.?

Complaint: [redacted]
I am rejecting this response because:MrC[redacted] must be mistaken and/or illiterateOur complaint never included the increase in the rate due to their lack of the pre-loading day inventory that professional movers doOur complaint is solely based on American Roadways subcontractor's failure to secure professional movers for the delivery of our goodsTo be perfectly clear, once again, there was no weather delays between the time of pick up and the day of deliveryThe driver actually made it to our? destination ahead of scheduleThe moving company failed To secure professional help prior to departing Florida and continued to be unsuccessful securing help after arriving in NYWe know this because the driver communicated this to us while loading in Florida and daily after arriving in NYThe only weather of concern was the day following our unload.? The driver had to continue north to Potsdam, NY, and was worried about the impeding storm.? The driver once again stated he was unable to secure help but was going to unload by himself.? This,? off course,? was not possible and was the ONLY reason we offered to help.? But,? instead of helping the driver,? we did 90% of the work because the driver did not dress for winter temperatures.? We attempted to call American Roadways unsuccessfully.? We spoke directly with their subcontractor.? When we finally got through to? American Roadways, the unload was complete.? The professional "White Glove" service we were? promised did not come to fruition.? We request reimbursement for the failure to perform.?
Regards,
[redacted]

[redacted]
Attn: DisputesI have not heard back from the moving company or your agency concerning my refund.? I requested the $be credited back to my credit card since I am in the process of moving and will be traveling over miles to Florida to my homeIn the meantime, I need to hire another mover and it would be better if I do not have to charge more items to my card.? Please advise when and how my refund will be returned.? Thank you.Picture[redacted], Owner

[redacted]
To Whom It May Concern:I just received an email from you about my complaint being closed because I did not respond.? For some reason I never received anything when American Roadways sent their response.? I do have the paperwork in for the damage with their other company, I am still trying to get American Roadway to reimburse me for some of my money for the original move, since they did not put my daughter's belongings on the truck when they told me they were going to and I was told by an employee that the belongings were not put on the truck and the truck left the night without her belongings and that her belongings were going on a different truck later that week.? I was totally misled by Sam and when I finally talked with Sam he seemed just as surprised that her belongings were not her on the truck.? So I am not satisfied with what they had offered for a settlement for this claim.Thanks,[redacted]

We are in receipt of the customers correspondence and will respond formally by the end of business tomorrowThank you

This matter has not been resolvedAmerican Roadway had agreed to refund the $Neither myself or my client, [redacted], has received the check they have claimed to sentOnce one of us receives the check and it clears the bank, the matter will be resolvedThank you[redacted]