American Roadway Van Lines, Inc

In response to Ms. [redacted]’s most recently sent notice, the damage to her daughter’s shelf was brought to our attention on October 16, 2017. On October 16, 2017, it was explained that their next step would be to file a claim. We provided Ms. [redacted] with the information necessary to file a claim and the claims process was thoroughly explained to her via phone and email. The damage to the shelf can only be resolved with the claims department once a claim is filed.Please find claims email sent to Ms. [redacted] on 10/16/2017 attachedCall with Ms. [redacted] confirming she received claim information from our office can be sent upon request                 On October 2nd, our office informed Ms. [redacted] that the carrier had a truck scheduled to leave on October 3rd. Ms. [redacted] 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 guidelines. We advised her that if she made her first payment, the carrier would be able to load her belongings onto that truck. We never provided her with a guarantee; we provided her with the truck’s current schedule and the direct phone number for the truck’s dispatcher. Following Ms. [redacted]’s call with our office on October 2nd, she did not contact or speak with our office again until October 16th. Any communication regarding her delivery following October 2nd was directly with the carrier. Ms. [redacted] 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. [redacted] a reasonable resolution on several different occasions. She first exceeded her original volume on the truck by 64 cubic feet which increased her price by $204.00. This was signed off and agreed to by Ms. [redacted] at pickup. When Ms . [redacted] called to inform our office, we had that $204.00 discounted before her items were in route to delivery. There were a couple of items that required additional packing in order to be loaded onto the truck. The price for packing of $120.00 and was also signed off and agreed to by Ms. [redacted] at pickup. American Roadway was not, and is not, obligated to discount or split those charges with Ms. [redacted] but customer satisfaction is very important to us. We offered to split those charges with Ms. [redacted] several different times and each time our offer was refused. American Roadway is still willing to split the additional packing cost with Ms. [redacted] and reimburse her $60.00 on top of the $204.00 we have already discounted.

Revdex.com:The check dated September 7 was not mailed on September 7 as stated by John C[redacted]. That is why I had not received it by my response on September 21. It arrived in a envelope post-marked October 10 which I included a photo of in a previous response. Two days after mailing the check, the stop payment was placed on the check as verified by a representative of [redacted] Bank on which the check was drawn. On October 13 I had received the check and mistakenly assumed it was the replacement check. It would not make sense to stop payment on a check 2 days after mailing it which is what happened. However, that was my error to assume such a thing. I also verified today with [redacted] Bank that the second check that I received on October 13 did not have a stop payment on it and there were adequate funds in the account to cover the check. At noon today, November 11, a [redacted] Bank representative stated that check was in good standing. I immediately took the check to my bank to deposit it. As long as a subsequent stop payment is not placed on this check as well, this matter should be resolved.
Regards,
[redacted]

Updated Message from Consumer: After numerous communications, false hope, and no follow-through, I am again reaching out to the Revdex.com to help assist me with my complaint about this company. Their customer service is reprehensible. Previously, I wrote to the Revdex.com communicating my complaint that the company did not deliver my items. Since then, the company contacted me assuring me that they would deliver my items by Friday, October 27. In fact, the owner, John swore on his mother the items would be delivered. They were not. I had to follow up with the company and again talked to Deanna who said she'd give me the update on my delivery. Again, she did not. I had to call again and tell her I wanted my delivery and I wanted a solidified date by Monday, November 13. It is now November 15 and I have not received any type of communication from this company. It is deplorable. Here is the previous complaint: Dear Revdex.com, I am writing this letter regarding a service I received from American Roadway Van Lines. I did not receive all items the moving company was supposed to deliver to me after I paid for their service. I paid $1,992.65 for this service. This transaction was arranged by my mother on March 3, 2017. The original arrangement was that I would pack everything and the movers would move all the boxes into their truck on 3/18 or 3/19, 2017. On March 18, the movers did indeed come to move my items. However, they rested a mattress over a filing cabinet and this was not discovered until the next morning on March 19. I called the company several times and when I reached someone, John Conover, I was informed that the moving company was already 4 hours away and would not be able come back to retrieve that cabinet. He 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 documents. He said even if he had to ask his brother from Jersey to come get the cabinet, that he would make the pickup. At 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 them. These items included 3 boxes of textbooks, photo frames, art décor, a vacuum cleaner, in addition to the filing cabinet. I informed him that I had the lease on the apartment until March 30 and he could pick the items up until then, if that made things easier. I, then, departed Maryland and left for Ohio. I was instructed by Deanna on 3/28 that the items were scheduled to be picked up on 3/29. The items that were moved originally on March 18 arrived to my home location and storage unit on April 3rd. I asked the movers where the items were from the second pick up and they indicated they were in the back of the storage unit. When I went back, I discovered that the items were not delivered and I have not been able to get word back from the company. I 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. [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted]
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Desired Resolution: RefundDesired Outcome: I would like your assistance in resolving my issue. I have always wanted my items returned. Since the owner admitted to finding the items and has not followed through with delivering them, I would like a check in the amount of $825.68 to replace the missing items. I look forward to hearing from you soon and would like to resolve this issue within 30 days.

We are in receipt of Ms [redacted] complaint and will be filling a formal response along with corresponding documentation shortly.  Best regards, John C[redacted]

On the morning of July 28th, Ms. [redacted]’s belongings were picked up in Humble, TX and delivered to her in Reno, NV on August 19th.  At American Roadway, we are committed to our customers and take our responsibilities very seriously. We...

understand that our customers are moving their entire lives from one place to another and it is a stressful process. Ms. [redacted] originally booked her move with us on June 20th with her preferred pick up dates of July 7th – July 8th. On June 23rd, she called our office and changed her dates to July 14th – 15th. Then on July 3rd, she changed her pickup dates a third time to July 27th – 28th. We adjusted our schedule every time Ms. [redacted] requested a date change to try and make this as smooth a transition as possible for her.                 At her pickup, Ms. [redacted] advised the foreman that the earliest date she would be able to accept delivery was August 3rd. The foreman noted her first available date for delivery on her paperwork. Her items would be stored until she was available to accept delivery. Number 6 of American Roadway’s Contract reads: “…delivery spreads may be between 1-21 business days. The estimated delivery spread begins on the day of loading except in case where shipper requests either carrier storage or assigns a first available deliver date. In the case of storage or a first available delivery date delivery spreads begin on either the date assigned for a first available delivery or the last day of carrier provided storage. Shipper agrees that goods may be warehoused after pick up and prior to delivery... “                 The 1-21 business days for Ms. [redacted] started on August 3rd. A first available delivery date guarantees ONLY that a customer’s belongings will not be delivered prior to the date provided. Ms. [redacted] was informed when she booked her move with us that delivery dates are NOT guaranteed. All we can provide is an estimated delivery spread based on mileage between pickup and delivery locations. Ms. [redacted] claims that her scheduled arrival date was to be August 3rd – 4th. That information was not provided by any representative nor was it written on any of her paperwork. Her Bill of Lading shows that the first available date that Ms. [redacted] will be able to accept delivery is August 3rd.(Bill of Lading from Pickup Attached)(7-3-17 Signed Contract Attached)                 Ms. [redacted] called in for a delivery update on August 3rd and spoke with a representative in dispatch. She was informed that the carrier had our office on hold so we will call back once we have an update. Before hanging up the phone, Ms. [redacted] had advised us of what a “magical experience” her move had been.  That afternoon, dispatch called back Ms. [redacted] and left a voice message informing her that there is no delivery update yet but once we have an update for he we will contact her. On August 7th, our office received an email from the carrier that they are still working on the delivery route. We spoke with Ms. [redacted] that afternoon, informing her that we have no new information but we will reach out the following day for an update. On August 8th in the morning, our office called Ms. [redacted] to advise that her carrier was still working on scheduling a truck for her delivery. We provided her with the carrier’s office phone number and extension for dispatch so she can contact them directly for an update, if she chooses. We confirmed again that we will reach back out to her as soon as we have new information.(8/3/17 Voice mail left for Ms. [redacted] Attached)(8/7/17 Call to Ms. [redacted] Attached)(8/8/17 Call to Ms. [redacted] Attached)                 Between August 10th and August 11th, our dispatch had exchanged phone calls and emails with Ms. [redacted]. Even with there being no concrete delivery date yet, our dispatch reached out to her every step of the way; to let her know that we were doing everything we could to get her belongings to her in Nevada quickly. On Friday evening, dispatch called Ms. [redacted] and left a voice message and sent an email, providing information for her to contact the carrier over the weekend.(8/10/17 Call to Ms. [redacted] Attached)   (8/10/17– 8/11/17 Email Chain Attached)(8/11/17 Evening Voicemail for Customer Attached)                 On Monday, August 14th, the carrier contacted Ms. [redacted] and confirmed that her belongings would be loaded onto their truck and in route to Nevada the following day (Tuesday, August 15th). Our dispatch called the customer on Tuesday afternoon to confirm her items would be in route to Nevada on August 15th. Ms. [redacted] informed us that she did speak with the carrier earlier that morning and was aware of the update. She was advised to contact our office with any other questions or concerns. On Saturday, August 19th, Ms. [redacted] belongings were delivered to her in Reno.(8/14/17 Call with Ms [redacted] Attached)                 Ms. [redacted] filed her on complaint on August 9th, 2017. She stated that every day she pays for parking spaces for the truck and elevator reservations. During her phone call with our office on August 7th, she was advised that dispatch will call and email her once they have a load date – a date that the movers will take her belongings out of storage in Texas and load them onto the truck. From that date, the delivery can take up to 4-7 days to arrive in Reno, depending on the driver’s route. The driver will call her the day before arrival in Reno for delivery and provide a time frame. She was made aware of this prior to her complaint so if she continued to pay for elevator reservations and parking spaces every day, that is not the fault of American Roadway.                  In Ms. [redacted] complaint, she wrote “no representative of Roadway Van Lines will accept or return my calls for status….it has now been 13 days and I'm unable to speak to anyone that will help me.” We did not always have the information that Ms. [redacted] wanted to hear but our representatives have stayed in continuous contact with her. The several phone calls and email correspondence attached proves that to be true. We gave Ms. [redacted] any, and all, information we had, even when that information was that we did not yet have an update for her delivery. Her items were delivered on August 19th, well below the 21 business days as stated in our agreement. American Roadway has fulfilled our contractual obligations regarding Ms. [redacted] relocation.

[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 $300.00. Attached below, please find a picture of the written check with Ms. [redacted]’s information. I 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]

American Roadway appreciates that Ms. [redacted] is entitled to express any dissatisfaction she feels and concerns she may have.  Our office has responded to the concerns that Ms. [redacted]’s expressed prior to, and following, her complaint with the Revdex.com. We have provided discounts, paid for a portion of her overages and attempted to reconcile any and every concern Ms. [redacted] has brought to our attention. Unfortunately, despite our best efforts we've been unable to satisfy her. In no way do we contend that Ms. [redacted] is being untruthful, we do however contend that her statements do not include any of the numerous attempts made to try and reach an amicable resolution by American Roadway. Below please find our formal response and attached documents to support our answer. 1st : The pick-up schedule was altered by American Roadway.o   Ms. [redacted] was picked up on February 21st per our original reservation. There was neither a request to have the date changed by Ms [redacted] or a change by the Carrier in her pick-up date. Please see document #1, Ms. [redacted]’s signed agreement showing her move dates of Monday/Tuesday 2/20/2017 – 2/21/2017.Please note: dates are embolden in red. 2nd : I was on a very tight budget. If they could not move my items for our Binding Estimate they should not have. My $1,300 move became $2,400.o   Before further explanation of Ms. [redacted]’s charges, I would like to correct her assertion that her final  balance was $2,400.00. That is incorrect; after her revised written estimate was provided, agreed to and signed at pick up, by her son in law Mike, the total balance at delivery was to be $2,155.00. After thorough discussions and compromises prior to Ms. [redacted]’s delivery, her total balance due at delivery was adjusted to $1,650.00; $500 less than the signed contract . The difference was a combination of American Roadway paying the carrier $300 on Ms. [redacted]'s behalf as well as American Roadway negotiated a discount from the carrier of $200. This was done in an attempt to bridge the gap between her budget and what the cost to move the entirety of her belongings, not just the items originally listed by Ms. [redacted] at the time of reservation. American Roadway had no obligation to contribute to Ms. [redacted]'s moving costs, the gesture was made to try and help ease Ms [redacted]'s concerns.  o   It was explained to Ms. [redacted] during her booking process that the binding estimate is based on the information that she provides to us. When there are adjustments made to the information that we are provided, there are adjustments made to the estimate as well. If the information that Ms. [redacted] provided us had not changed, then her estimate would not have changed. o   The reasons for any possible estimate increase is stated several times throughout our contract. In order to sign the contract, you must check off that you have “read, agree to and accept the terms and conditions”. It was assumed that Ms. [redacted] had read through the entire agreement with understanding of the terms and conditions because she had signed. If Ms. [redacted] had asked about adding double her inventory, we would have informed her of the increase. There was no mention of it until our movers arrived at the pick up location. In order to move forward and load at pick up, the revised estimate needed to be signed by the customer/customer representative as a written agreement. Ms. [redacted] appointed her son-in-law to stand in as her representative at pick up and he agreed to the increase, signed and allowed the movers to start loading. If it was requested, we would have loaded and moved the exact inventory list originally provided. Mike, her son-in-law, did not make that request. He agreed to move forward with all adjustments. o   Even though American Roadway followed every protocol with Ms. [redacted]’s move, we still offered discounting and contributed towards Ms. [redacted]’s balance due. Our carrier was in transit to deliver the belongings after Ms. [redacted]’s requested first available delivery date and she was not able to accept the delivery. Due to Ms. [redacted]’s unavailability, her items would need to be in storage for over 30 days. The first 30 days of storage are included with the move but for anything over 30 days, there is a storage fee. As a courtesy, we were able to waive her additional storage fee.  o   Attached is a copy of an email from Ms. [redacted], sent on April 7, 2017, 1:08pm, confirming that she had a bank check prepared in the amount of $1,650.00 to present to the driver. Her email confirmed her approval and agreement to the total balance due at delivery. There is also a copy of receipt for the $300.00 American Roadway paid towards her overages as well. 3rd : I did say on the day of the move via telephone with John C[redacted] “DO NOT move any items STOP the move” I did not wish to go forward when John informed me of the need to pack loose items, etc. The movers did indeed begin to move things back into my storage unit; however, John intervened and assured me the cost would not be staggering. But—it was!!!!o   Ms. [redacted]’s son-in-law, Mike, her appointed representative at pick up, signed off on ALL paperwork at pick up, agreeing to the charges. She had the opportunity to speak with Mike regarding overages and additional furniture pieces, however, she did not advise Mike to cancel or stop the move. When Ms. [redacted] contacted John on the day of pick up, he confirmed that she would be charged at the same tariff rate as when she booked; that pricing would not change. Ms. [redacted] had every right to have our carrier only load her allotted 367cubic feet/2,567lbs, however, she chose to continue adding new inventory pieces. This added to her original volume/weight, increasing her price. She was not overcharged, our carrier charged her by the same tariff rate of $2.31 per cubic foot/$0.33 per pound. Even with this information, Ms. [redacted] was still unhappy with her pricing so American Roadway went a step further as to contribute $300 towards her entire balance AND had the movers discount another $200 from the balance. 4th : The damages to my items were indeed a direct result to mover NOT KNOWING HOW TO PACK. Oil paintings should NEVER have been in any sort of box, especially next to a solid object. What I found troubling in these so-called “professional movers” elected to use very over-size boxes 5’x5’ YES and placed maybe 2 very small, already packed, items in these boxes. Again, this is exactly how damages occurred.o   Damages are always an inconvenience. Unfortunately, they do sometimes occur when travelling, not only long distance, but even just 3 miles away to the town next door. For this reason, we have claims information to provide to any customers who suffer from damages. In this case, Ms. [redacted]’s previous move was put into her storage unit by another moving company. There is no way of confirming when the damage occurred; if it was done by our movers or her previous moving company. Regardless of when the damage occurred, we still offered to assist Ms. [redacted] in filing a claim. We do not handle and file claims in this office so we provided claims information to Ms. [redacted]. The Claims department information, and the claims form to be completed, was emailed to Ms. [redacted] on April 17, 2017. She was instructed to contact us if she had any questions or required assistance filing her claim. She still has not contacted us for assistance in filing her claim. 5th : In order to keep the weight down, I did not have American Roadway move the largest piece (2-piece China Cabinet). That was removed and was part of the original estimate in order to compensate the small items.o   Ms. [redacted] is partially correct in this statement. If she had replaced the volume/weight of the china cabinet with something of equal volume/weight then, yes, that space would have just been substituted, causing no change in the estimate. However, Ms. [redacted] removed her china cabinet but added an additional 75 items in it’s place. That substituted space for the china cabinet was immensely exceeded.o   On a separate note, Ms. [redacted] informed us that she would not be moving her China Cabinet on our truck because her daughter was going to take it. She did not remove it to substitute the space as she stated in her complaint, she had agreed to let her daughter take it.  6th : My items were delivered at full night! Again, very unprofessional!! They arrived at 9pm and took down power lines to boot. Honestly, what professional moving company delivers a person’s home contents outside of business hours?? Due to their lack of professional awareness this moving truck took down power lines. I have an entire street full of witnesses as they were outside seeing their guest out to their cars.o   To address Ms. [redacted]’s complaint regarding delivery, our carrier was scheduled to deliver weeks earlier. Ms. [redacted] could not accept the delivery, she advised us last minute that she is taking a week-long trip and would not be available. In these cases, there is a re-delivery charge because the truck has already been dispatched and a storage fee because it was held past the 30 days of free storage included in the move. As a courtesy to Ms. [redacted], we waived both her re-delivery fee as well as any additional storage charges. The delivery was rescheduled and readjusted to accommodate Ms. [redacted]’s needs. Standard Cargo Protection for household belongings is included with our moving services even though they are not directly handled in our office. To address Ms. [redacted]’s desire for a resolution, if she feels there are damages, we are more than happy to assist her in filing a claim.

In response: I respectfully submit the following with photos: This move was very unprofessional from the day my items were scheduled to be picked up from my storage unit. 1st- The pick-up schedule was altered by American Roadway 2nd – I was on a very tight budget. If they could not move my items for our Binding estimate they should not have.  My $1300 move became $2400.  3rd – I did say on the day of the move via telephone with John C[redacted] “DO NOT move any items STOP the move” I did not wish to go forward when John informed me of the need to pack loose items, etc.  The movers did indeed begin to move things back into my storage unit; however, John intervened and assured me the cost would not be staggering.  But—it was!!!!!! 4th – The damages to my items were indeed a direct result to movers NOT KNOWING HOW TO PACK.  Oil paintings should NEVER have been in any sort of box especially next to a solid object.  What I found troubling is these so called “professional movers” elected to use very over size boxes 5’ X 5’ YES and placed maybe 2 very small already packed items in these boxes.  Again, this is exactly how damages occurred. 5th – In order to keep the weight down, I did not have American Roadway move the largest piece- a 2-piece china cabinet. So, that was removed and was part of the original estimate in order to compensate the smaller items. 6th – My items were delivered at full night!   Again, very unprofessional!!!   They arrived at 9 PM at night and took down power lines to boot.  Honestly, what professional moving company delivers a person’s home contents outside of business hours???????????  Due to their lack of professional awareness this moving truck took down power lines.  I have an entire street full of witnesses as they were outside seeing their guest out to their cars.  As far as this being a two-part move…the original company I used to bring my items down to Richmond, VA storage unit was very, very professional and NOTHING received a scrap of damage, not even my oil paintings.  They were aware the paintings should not have been packed.  I personally was with the move the entire time.  Because of my positive experience with this company (I wrote reviews stating this), it gave me confidence to go forward choosing another company to complete my move.  The original company did not move out of Virginia so this is why I did not continue with them and looked for another source. At this point, I WILL NEVER USE ANOTHER MOVING COMPANY, AGAIN!!  I am respectfully asking….please fix or replace my items.  That is all.  I never wish to think about this again. --[redacted]

At American Roadway, we strive to achieve a level of customer satisfaction that is unmatched our industry and 99% of the time we are successful. Based on Mr. [redacted]’s ridiculous comment regarding Mr. C[redacted], however, it is clear that no matter what we say or do we will not be able to satisfy him unless he is reimbursed $2,500.00. As previously stated, Mr. and Mrs. [redacted] are not entitled to a free move; the compensation that was negotiated with the carrier was provided as discussed.  The only reason Mr. and Mrs. [redacted] unloaded their own belongings is because they chose not to wait for other movers to be able to safely travel from Massachusetts to help the driver unload. They made no complaint until after they made this decision. If we were able to get our movers out there quicker to help the driver, we absolutely would have done so. Unfortunately, we have no control over the bad weather causing delays. American Roadway cannot be penalized for the conscious choice that the [redacted]s made to unload their own belongings and while we sincerley wish the outcome was satisfactory to the [redacted]'s we will not be subjected to this “strong arm” attempt at slandering our good name for a complimentary move.  We wish them all the best in their future endeavors.

Tell us why here...     We would like to first clarify that there was no delay with the [redacted]’s delivery. The truck arrived in upstate NY to deliver only a few days following their pickup. The only delay was being able to get other movers out there to help the driver unload the items. Delays are always an inconvenience but unfortunately they are sometimes unavoidable, especially in the moving industry with the weather and frigid temperatures this time of year. We 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 travelling. Mr. and Mrs. [redacted] had the option to wait a few additional days for our movers to be able to travel safely and arrive to help the driver unload. They chose not to wait, but wanted to start unloading the truck themselves. That is not a request that the driver can accept or deny; it is up to the carrier’s operations and management team. The 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 [redacted]’s request to unload themselves. The carrier’s management team came to an agreement with Mr. and Mrs. [redacted] to offer them a reimbursement for labor as well as mail a check for $150.00 once delivery was completed.                 Mr. [redacted] mentions “lies being told”. There were no lies that came from our office. Mr. [redacted] states he never received reimbursement from American Roadway or its affiliates. American Roadway never promised any reimbursement to Mr. or Mrs. [redacted] so they had no reason to expect one from our office. They did, however, receive a reimbursement from the carrier on the day their truck was unloaded. We have recorded phone calls in which Mr. [redacted] confirms that he accepted this reimbursement from the carrier. When our office first spoke to him on January 5th after their items were unloaded, he informed us the driver only gave him $100.00 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 relocation. We thoroughly review packing and inventory information so there are no surprises at pickup for the customer as well as for the driver. The price given to Mr. [redacted] before pickup was based on the inventory items he informed us of. Mr. [redacted] only complained about his estimate being doubled in price after his items were delivered. They 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 pricing. When he called our office demanding a large reimbursement for being overcharged, he failed to provide us with all of these details. He 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 pickup. The day before their pickup, that had confirmed 79 inventory items. When the driver arrived, Mr. and Mrs. [redacted] had them load 180 inventory items.                 Before we had a chance to call the carrier and review his paperwork and overages, an email was sent from Mrs. [redacted] threatening to “blast” us all over social media. We agree that everyone absolutely reserves the right to write reviews but that is not what the [redacted]s did. They threatened to “blast” our name on social media before they even informed us of their concerns. They made an agreement with the carrier that, in the end, they decided they were unhappy with. They contacted our office via email threatening to “blast” us all over social media if we did not resolve their current predicament. They chose not to contact American Roadway until AFTER their items are delivered. For that reason, we cannot be held responsible for agreements they chose to make with the carrier. We have apologized several times for any inconvenience they may have felt but that does not entitle them to a free move. Their price increased due to the increased volume they added the day of pickup. They chose to unload the truck themselves without waiting for the driver to receive help. They made these decisions without contacting our office to inform us of them.  Our contract states that adding additional items can increase the price. All of the paperwork that Mr. and Mrs. [redacted] signed at pickup states what the additional charges were and where they came from. Instead 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.

Complaint: [redacted]
I am rejecting this response because:[redacted] confirmed that she did not receive the original check that was claimed to mailed on July 7.  No proof has been provided that the check was indeed made or mailed. Once Ms. [redacted] receives the check for $300 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[redacted], I have since reimbursed Ms. [redacted] with my own funds. If Mr. C[redacted] chooses go against our instructions and send the check to Ms. [redacted], then she will need to send the funds back to me which creates another inconvenience for both of us. 
Regards,
[redacted]

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Hello [redacted],I need your direction please. I have contacted American Roadways via email twice since the acceptance of their offer on July 7.  I have not heard a reply from them and I have not received the $300 reimbursement that they offered as settlement. What is my next step? Thank you! [redacted] cell