American Roadway Van Lines

Mrand Mrs [redacted] booked their relocation with American Roadway on December 11, Mrs [redacted] 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 [redacted] , 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 [redacted] agreed with these adjustments and she electronically signed off on December 28th.Attached please find both signed agreements On December 29, 2017, Mrand Mrs [redacted] ’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 [redacted] 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 [redacted] 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 [redacted] ’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 [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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 [redacted] was provided with everything that he asked for Mrand Mrs [redacted] 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 [redacted] to honor their end of the agreement that they chose to make with the carrier and accept the agreed upon reimbursement-- Deana O [redacted] Dispatch Manager [redacted]

Despite the [redacted] s cancelling their reservation within the contractually agreed upon window where the deposit becomes non refundable , we have refunded the entire $depositJohn C [redacted]

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 [redacted]

Complaint: [redacted] 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, [redacted] ***

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 [redacted] along with an official respond along with corresponding documentationThank you

Complaint: [redacted] I am rejecting this response because:On Wednesday, October 25, I received a call from the company (Deanna) saying they did not know my items were missing and that they would be contacting the carrierI asked for a timelineDeanna said she’d let me know by Thursday morningIt is now Saturday and I still have no updateUnfortunately, this is repetitive behavior and I do not have a satisfactory resolution Regards, [redacted]

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]

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

American Roadway Van Lines is dedicated to our customers satisfaction and have attempted to work with Ms [redacted] 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 [redacted] in response to her request for moving servicesDuring this initial telephone call Ms [redacted] 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 [redacted] 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 [redacted] was asked to estimate how many boxes she would be using to pack and she indicated that she would have boxes Ms [redacted] 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 [redacted] indicated that she would be doing the packing herself and an estimate for the inventory and services requested was prepared and sent to Ms [redacted] for review at 1:pm (email attached)At 4:pm Ms [redacted] 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 [redacted] for review at 4:pm (Email attached)Upon review of the revised contract Ms [redacted] 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 [redacted] ' Booked Moving Reservation email for electronic signatureMs [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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 [redacted] reflecting the new pick up dates at 11:am, once again Ms [redacted] 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 [redacted] stating that the driver was there and that the price changedUpon speaking to the driver we were informed that the items Ms [redacted] 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 [redacted] cost didn't doubleMs [redacted] was presented with a revised written estimate that included any and all revisionsMs [redacted] 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 [redacted] 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 [redacted] would go thru our office onlyWe apologized to Ms [redacted] 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 [redacted] on the road.On 1-15-We received a call from Ms [redacted] in which she stated she felt she was treated poorly by the driverIn an attempt at goodwill we offered to refund Ms [redacted] her entire deposit of $Ms [redacted] provided an address and a check was cut and sent.On 2-11-Ms [redacted] 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 [redacted] ' life easier we offered to extend another month of carrier storage at no additional chargeMs [redacted] 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 [redacted] stating that delivery was scheduled for the next day and wanted additional discountingWe advised Ms [redacted] 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 requiredAmerican 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 [redacted] despite our best effortsTo summarize, Ms [redacted] 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 [redacted] 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 [redacted] 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

Complaint: [redacted] 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, [redacted] ***

Tell us why here...? ? ? ? We would like to first clarify that there was no delay with the [redacted] ’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 [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 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 [redacted] ’s request to unload themselvesThe carrier’s management team came to an agreement with Mrand Mrs [redacted] to offer them a reimbursement for labor as well as mail a check for $once delivery was completed.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Mr [redacted] mentions “lies being told”There were no lies that came from our officeMr [redacted] states he never received reimbursement from American Roadway or its affiliatesAmerican Roadway never promised any reimbursement to Mror Mrs [redacted] 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 [redacted] 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 [redacted] before pickup was based on the inventory items he informed us ofMr [redacted] 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 [redacted] 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 [redacted] threatening to “blast” us all over social mediaWe agree that everyone absolutely reserves the right to write reviews but that is not what the [redacted] 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 [redacted] 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

We have made attempts to contact Ms [redacted] regarding her concerns and as of this time, none of our messages have not been returnedAmerican 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 themWe 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 locationsIn 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 VirginiaAt 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 [redacted] 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 [redacted] 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 [redacted] 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 itemsAt 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 [redacted] 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

We have made attempts to contact Ms [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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.?

MrC [redacted] reviewed the moving estimate and contract with Ms [redacted] prior to her signing the documentAt no point was Ms [redacted] 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 [redacted] 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 [redacted] ***He measured the distance between the truck and front door, advising us it was a distance of feetAs 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 [redacted] $We sincerely hope that Ms [redacted] 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

American Roadway appreciates that Ms*** is entitled to express any dissatisfaction she feels and concerns she may have Our office has responded to the concerns that Ms***’s expressed prior to, and following, her complaint with the Revdex.comWe have provided discounts, paid for a portion of her overages and attempted to reconcile any and every concern Ms [redacted] has brought to our attentionUnfortunately, despite our best efforts we've been unable to satisfy herIn 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 RoadwayBelow please find our formal response and attached documents to support our answer1st : The pischedule was altered by American Roadway.o Ms [redacted] was picked up on February 21st per our original reservationThere was neither a request to have the date changed by Ms [redacted] or a change by the Carrier in her pidatePlease see document #1, Ms***’s signed agreement showing her move dates of Monday/Tuesday 2/20/– 2/21/2017.Please note: dates are embolden in red2nd : I was on a very tight budgetIf they could not move my items for our Binding Estimate they should not haveMy $1,move became $2,400.o Before further explanation of Ms***’s charges, I would like to correct her assertion that her final balance was $2,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,After thorough discussions and compromises prior to Ms***’s delivery, her total balance due at delivery was adjusted to $1,650.00; $less than the signed contract The difference was a combination of American Roadway paying the carrier $on Ms***'s behalf as well as American Roadway negotiated a discount from the carrier of $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 reservationAmerican Roadway had no obligation to contribute to Ms***'s moving costs, the gesture was made to try and help ease Ms ***'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 usWhen there are adjustments made to the information that we are provided, there are adjustments made to the estimate as wellIf the information that Ms [redacted] provided us had not changed, then her estimate would not have changedo The reasons for any possible estimate increase is stated several times throughout our contractIn 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 signedIf Ms [redacted] had asked about adding double her inventory, we would have informed her of the increaseThere was no mention of it until our movers arrived at the pick up locationIn order to move forward and load at pick up, the revised estimate needed to be signed by the customer/customer representative as a written agreementMs [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 loadingIf it was requested, we would have loaded and moved the exact inventory list originally providedMike, her son-in-law, did not make that requestHe agreed to move forward with all adjustmentso Even though American Roadway followed every protocol with Ms***’s move, we still offered discounting and contributed towards Ms***’s balance dueOur carrier was in transit to deliver the belongings after Ms***’s requested first available delivery date and she was not able to accept the deliveryDue to Ms***’s unavailability, her items would need to be in storage for over daysThe first days of storage are included with the move but for anything over days, there is a storage feeAs a courtesy, we were able to waive her additional storage fee o Attached is a copy of an email from Ms***, sent on April 7, 2017, 1:08pm, confirming that she had a bank check prepared in the amount of $1,to present to the driverHer email confirmed her approval and agreement to the total balance due at deliveryThere is also a copy of receipt for the $American Roadway paid towards her overages as well3rd : 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, etcThe movers did indeed begin to move things back into my storage unit; however, John intervened and assured me the cost would not be staggeringBut—it was!!!!o Ms***’s son-in-law, Mike, her appointed representative at pick up, signed off on ALL paperwork at pick up, agreeing to the chargesShe had the opportunity to speak with Mike regarding overages and additional furniture pieces, however, she did not advise Mike to cancel or stop the moveWhen 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 changeMs [redacted] had every right to have our carrier only load her allotted 367cubic feet/2,567lbs, however, she chose to continue adding new inventory piecesThis added to her original volume/weight, increasing her priceShe was not overcharged, our carrier charged her by the same tariff rate of $per cubic foot/$per poundEven with this information, Ms [redacted] was still unhappy with her pricing so American Roadway went a step further as to contribute $towards her entire balance AND had the movers discount another $from the balance4th : The damages to my items were indeed a direct result to mover NOT KNOWING HOW TO PACKOil paintings should NEVER have been in any sort of box, especially next to a solid objectWhat I found troubling in these so-called “professional movers” elected to use very over-size boxes 5’x5’ YES and placed maybe very small, already packed, items in these boxesAgain, this is exactly how damages occurred.o Damages are always an inconvenienceUnfortunately, they do sometimes occur when travelling, not only long distance, but even just miles away to the town next doorFor this reason, we have claims information to provide to any customers who suffer from damagesIn this case, Ms***’s previous move was put into her storage unit by another moving companyThere is no way of confirming when the damage occurred; if it was done by our movers or her previous moving companyRegardless of when the damage occurred, we still offered to assist Ms [redacted] in filing a claimWe do not handle and file claims in this office so we provided claims information to Ms***The Claims department information, and the claims form to be completed, was emailed to Ms [redacted] on April 17, She was instructed to contact us if she had any questions or required assistance filing her claimShe still has not contacted us for assistance in filing her claim5th : 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 statementIf 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 estimateHowever, Ms [redacted] removed her china cabinet but added an additional items in it’s placeThat 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 itShe 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 bootHonestly, 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 linesI have an entire street full of witnesses as they were outside seeing their guest out to their cars.o To address Ms***’s complaint regarding delivery, our carrier was scheduled to deliver weeks earlierMs [redacted] could not accept the delivery, she advised us last minute that she is taking a week-long trip and would not be availableIn 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 days of free storage included in the moveAs a courtesy to Ms***, we waived both her re-delivery fee as well as any additional storage chargesThe delivery was rescheduled and readjusted to accommodate Ms***’s needsStandard Cargo Protection for household belongings is included with our moving services even though they are not directly handled in our officeTo address Ms***’s desire for a resolution, if she feels there are damages, we are more than happy to assist her in filing a claim

I just spoke to Ms [redacted] , her items are being delivered within the next week at no charge!

[redacted] Hello,I have been working with [redacted] , After filing the necessary information and forms I received directly from American Roadway Van Lines, I received this email stating the company cannot proceed with claim and to go back to American Roadway Van Lines I did send your office the exact information I sent to [redacted] as per American Roadway Van Lines I respectfully ask for your help.Kindest regards, [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] ***

American Roadway Van Lines is dedicated to our customers satisfaction and have attempted to work with Ms [redacted] 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 [redacted] in response to her request for moving servicesDuring this initial ? telephone call Ms [redacted] 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 [redacted] 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 [redacted] was asked to estimate how many boxes she would be using to pack and she indicated that she would have boxes.? Ms [redacted] 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 [redacted] indicated that she would be doing the packing herself and an estimate for the inventory and services requested was prepared and sent to Ms [redacted] for review at 1:pm (email attached)At 4:pm Ms [redacted] 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 [redacted] for review at 4:pm (Email attached)Upon review of the revised contract Ms [redacted] 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 [redacted] ' Booked Moving Reservation email for electronic signatureMs [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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 [redacted] reflecting the new pick up dates at 11:am, once again Ms [redacted] 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 [redacted] stating that the driver was there and that the price changedUpon speaking to the driver we were informed that the items Ms [redacted] 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 [redacted] cost didn't doubleMs [redacted] was presented with a revised written estimate that included any and all revisionsMs [redacted] 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 [redacted] 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 [redacted] would go thru our office onlyWe apologized to Ms [redacted] 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 [redacted] on the road.On 1-15-We received a call from Ms [redacted] in which she stated she felt she was treated poorly by the driverIn an attempt at goodwill we offered to refund Ms [redacted] her entire deposit of $Ms [redacted] provided an address and a check was cut and sent.On 2-11-Ms [redacted] 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 [redacted] ' life easier we offered to extend another month of carrier storage at no additional chargeMs [redacted] 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 [redacted] stating that delivery was scheduled for the next day and wanted additional discountingWe advised Ms [redacted] 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 [redacted] despite our best effortsTo summarize, Ms [redacted] 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 [redacted] 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 [redacted] 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

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]

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