American Roadway Van Lines

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, [redacted]

[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***’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]

[redacted] Hi [redacted] ,They put a stop payment on the check on October The funds were withdrawn from my account and I was charged an additional $returned check fee. [redacted] ***

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 unit1st- The pischedule was altered by American Roadway 2nd – I was on a very tight budgetIf they could not move my items for our Binding estimate they should not have My $move became $ 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 very small already packed items in these boxes Again, this is exactly how damages occurred5th – In order to keep the weight down, I did not have American Roadway move the largest piece- a 2-piece china cabinetSo, that was removed and was part of the original estimate in order to compensate the smaller items6th – My items were delivered at full night! Again, very unprofessional!!! They arrived at 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 sourceAt 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] ***

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

[redacted] Hello [redacted] ,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! [redacted] cell

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] ***

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] ***

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

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 No proof has been provided that the check was indeed made or mailedOnce Ms [redacted] receives the check for $then we can close this caseTo 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 fundsIf MrC [redacted] 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, [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 [redacted] 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

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.

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, [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 successfulBased on Mr [redacted] ’s ridiculous comment regarding MrC [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,As previously stated, Mrand Mrs [redacted] are not entitled to a free move; the compensation that was negotiated with the carrier was provided as discussed The only reason Mrand 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 unloadThey made no complaint until after they made this decisionIf we were able to get our movers out there quicker to help the driver, we absolutely would have done soUnfortunately, we have no control over the bad weather causing delaysAmerican 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

[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]

On July 7, a check made out to [redacted] in the amount of $and was sent to [redacted] ***We will stop payment on that check and resend one in tomorrows mail return receipt requestedI apologize for the delay, we sent immediately following our receipt of the acceptance of our offerThank you, John C [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]

[redacted] Good morning Mr [redacted] ,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 [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]

[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