American Van & Storage Corp.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below- items listed on claim form-items have already been repaireditems -are Pressboard Furniture [redacted] response: On March 3, Walton toldMrs [redacted] that he would be back to repair the crack in the office furniture– we would like to understand why this has now been denieditem - Packed Vase: broken is to be Cashed Out [redacted] response: is the business agreeing to pay us $for this item?items - file cabinets a small dent on each file cabinet will be Cash Outfor Cosmetic Allowance [redacted] response: What is the cash out amount?item - a piece of glass covering the dinning room table and was slat woodcrated by 3rd party speciality serviceShipper is claiming that the glass isnow warpedWe are denying the claim on this because this is not atransportation or storage caused issueThis item will be Denied [redacted] response: When we moved from St Augustine a third party was engaged withoutour knowledge to crate the glass for the tableThe glass at that time was inperfect condition and fit the table exactlyWhen it was delivered by AmericanVan & Storage it was warped and no longer fit the tableThis was evidencedby both Wilton and Mark who immediately turned the glass over in order tominimize the problemThe glass was perfect in St Augustine and now is warped.We do not accept their statement that this is not a transportation or storageissueOn March 31, in a phone conversation between Mr [redacted] and Ms [redacted] ,Ms [redacted] stated that Walton would call and that they wanted to take theglass to a “glass person” Again we were told something that they are now denying item - Key for the Grandfather Clock [redacted] response: The grandfather clock wasopen and the key was in the keyhole when the movers came to move us to StAugustine so they could secure the inside of the clockThe key was neverreturned to usWilton unlocked the grandfather clock when he arrived and Iasked if he could leave us the key and he said no because that was the only onehe hadOn March 31, in a phone conversation between Mr [redacted] and Ms[redacted] , Ms [redacted] stated that Wilton would call and come out, identify thekey and get one madeThis is the third item they are now denyingitems - Folding wooden chairs [redacted] response: On March 31, in a phone conversation between Mr[redacted] and Ms [redacted] , Ms [redacted] stated that Wilton would call, come out and try and repair the chairsThis is the fourth item that they are nowdenying.As stated, we have repaired thi ngs out of the I items that she l isted onher claim form We have notified her via email that the repair man has some furniture that he I sworking on at present and he is about weeks out before he can get to hertable He wi ll need to remove it from her home and take I t to his shopto work on and at this time there is not enough room I n his shop ju stto have it sit there.The Shipper is not yet aware of the things that are going to be denied or thethings that are to be cashed outIhave tried talking with her to no availIamdown to emailing her the information for the repair firm's schedule [redacted] response: This statement is a complete lieMs [redacted] has not tried to reachus by phone We have had to continually follow up on this claimOnly after we complained to Atlasdid she contact us with a Facebook message and one email.Ms [redacted] has been unreachable and uncooperative from the inception ofthis claimWe had to resort to the Revdex.com, contacting Atlas directly, posting on Facebookand various other methods to attempt to resolve this claim which, if Ms[redacted] would have cooperated in good faith from the beginning, would probablyhave long been resolvedThe difficulty we have had and continue to have can beevidenced by her statements in her response to the Revdex.com where she reneges onfour items which she promised to Mr [redacted] in their phone conversation of March31, [redacted]

In response to the followup on Revdex.com [redacted]Items that are 'press board' are not going to be repaired because she signed our document showing that she indeed was going to transport press board furniture and would not hold the movers responsible because she elected not to disassemble the furniture. The vase that was packed by the shipper, but shows damage to the box, will be cashed out. The small dents on the two file cabinets are to be cashed out.  Cosmetic allowance.The Dining Room table has been removed from the shippers house for repair.The glass for the Dining Room table was pickup when we picked up the table.  The glass is not warped.The table is split at the seam where the wood is glued to form the table.  This made the table warped not the glass that sits on top of it.  In an early phone conversation and emails in effort to have her understand that glass does not just warp, she insisted that it was warped and wan ted it replaced. In her statement that she did know that the glass was to be crated, is false. We crated the glass on her previous move to Florida in 2 103. It was part of the Estimate/Order for Service that she signed and agreed to the charges for her move back to Delaware in 2014.The key to the Grandfather Clock I s not the responsibility of American Van & Storage as we did not haul her shipment from FL. A driver from Atlas Van Lines was the one to load and haul her shipment from FL to DE. The repairman, [redacted], came with a key that he thought might open the door.  His statement to me is that the door itself was not locked and that all he had to do was insert the key and pull the door open.  We are not going to get her a new key because we never had the key to the clock in our possession.The folding chairs are scratched and loose. When they were inventoried at origin, they were described as as scratched and loose.  The shipper signed these inventories.Early on with this claim there was a phone call or two but when l couldn't get her understand that we are not going to repair or replace items that were not damaged while in the care of American Van & Storage, all communication were then in the form of ema ils. And yes, she did send letters to different departments within Atlas Van Lines and posted to Atlas Van Lines Facebook page, and to Revdex.com and with each l have respond ed to them.

18 - items listed on claim form7 -items have already been repaired2 items -are Pressboard Furniture. The Shipper checked off and signed a form for Limitaion ofLiability on Ready to Assemble Furniture made from Particle Board & Enginereed Wood Fonn that states -she checked off...

Option 3 that states" I am tendering furniture constructed of pressboard, particle board, and/or engineered wood furniture and/or any claim for damage to the pressboard, particle board.and/or engineered wood furniture may be denied due to inherent vice, based upon the fact that fully assembled pressboard, particle board and/or engineered wood furniture is inherently susceptible as outlined above". These items are to be denied. 1 item - Packed Vase: broken is to be Cashed Out.2 items - 2 file cabinets a small dent on each file cabinet will be Cash Out for Cosmetic Allowance.I  item -Treadmill claimed was not disassembled nor was it reassembled by the Atlas Van Line or American Van's driver. The Mechincal Condition is unknown. This item will be Denied1 item - a piece of glass covering the dinning room table and was slat wood crated by 3rd party speciality service. Shipper is claiming that the glass is now warped. We are denying the claim on this because this is not a transportation or storage caused issue. This item will be Denied.1 item -Dinning room oak table which has separated at the manufactured gluded seam. This item is to be  repaired1 item - Key for the Grandfather Clock. Grandfather Clock was moved from Florida to our storage facility and at time it delivered to American Van and Storage there was no key left in the key hole as the shipper stated it was when I t left Florida. We are denying the key because at no time did the key come into our possession and we actually have no knowledge of this said key.  The furniture repair person, [redacted] had keys of his own and slide the key into the key hole and he stated that the clock door was not locked.  He never unlocked the door, he only used hi s key to pull open the door. This item is toDenied.2 items - Folding wooden chairs. Shippers states that they are scratched and loose. These are being denieded because of pre exiciting condition as stated on inventory. These items are to be Denied.As stated, we have repaired 7 things out of the I 8 items that she listed on her claim form.  We havenotified her via email that the repair man  has some furniture that he I s working on at present and he is about 2 weeks out before he can get to her table.  He will need to remove it from her home and take I t to his shop to work on and at this time there is not enough room  in his shop just to have it sit there.The Shipper is not yet aware of the things that are going to be denied or the things that are to be cashed out. Ihave tried talking with her to no avail. Iam down to emailing her the information for the repair firm's schedule.There were two parts to her move. one with Atlas Van Lines from St Augustine FL to our warehouse I n Newark, DE for approx 2 months then American Van and Storage del ivering her items to her newhouse in Wilmington , DE.She has sent the same infomrntion to Atlas Van Lines via their Facebook site and Ihave spoken with Atlas Van Lines about her complaint too.We are waiting for the furniture repair man, to call us when he has the availibility to repair her table.The claim could not be settled any quicker due to the natu re of the move. She first had the Long Distance move with Atlas Van Lines and then the local move with American Van and there were items that she had disassembled and reassembled by other than the mover ... all these things need to be looked at and then somethings were able to be fixed but she was insisting that the claim be settled in her way and not the standards we have to go by. As Istated the does not know of the items that are going to be denied and cashed out. That will be given to her in writing when the repair to her table is completed.If you need any more information. please call our office at [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.18 - items listed on claim form7 -items have already been repaired2 items -are Pressboard Furniture. [redacted] response:  On March 3, 2015 Walton toldMrs. [redacted] that he would be back to repair the crack in the office furniture– we would like to understand why this has now been denied.1 item - Packed Vase: broken is to be Cashed Out. [redacted]response:  is the business agreeing to pay us $27.00 for this item?2 items - 2 file cabinets a small dent on each file cabinet will be Cash Outfor Cosmetic Allowance.  [redacted] response:  What is the cash out amount?1 item - a piece of glass covering the dinning room table and was slat woodcrated by 3rd party speciality service. Shipper is claiming that the glass isnow warped. We are denying the claim on this because this is not atransportation or storage caused issue. This item will be Denied. [redacted]response:  When we moved from St Augustine a third party was engaged withoutour knowledge to crate the glass for the table. The glass at that time was inperfect condition and fit the table exactly. When it was delivered by AmericanVan & Storage it was warped and no longer fit the table. This was evidencedby both Wilton and Mark who immediately turned the glass over in order tominimize the problem. The glass was perfect in St Augustine and now is warped.We do not accept their statement that this is not a transportation or storageissue. On March 31, 2015 in a phone conversation between Mr. [redacted] and Ms. [redacted],Ms. [redacted] stated that Walton would call and that they wanted to take theglass to a “glass person”.  Again we were told something that they are now denying.   1 item - Key for the Grandfather Clock.  [redacted] response:  The grandfather clock wasopen and the key was in the keyhole when the movers came to move us to StAugustine so they could secure the inside of the clock. The key was neverreturned to us. Wilton unlocked the grandfather clock when he arrived and Iasked if he could leave us the key and he said no because that was the only onehe had. On March 31, 2015 in a phone conversation between Mr. [redacted] and Ms.[redacted], Ms. [redacted] stated that Wilton would call and come out, identify thekey and get one made. This is the third item they are now denying. 2 items - Folding wooden chairs.  [redacted] response: On March 31, 2015 in a phone conversation between Mr.[redacted] and Ms. [redacted], Ms. [redacted] stated that Wilton would call, come out and try and repair the chairs. This is the fourth item that they are nowdenying.As stated, we have repaired 7 thi ngs out of the I 8 items that she l isted onher claim form.  We have notified her via email that the repair man  has some furniture that he I sworking on at present and he is about 2 weeks out before he can get to hertable.  He wi ll need to remove it from her home and take I t to his shopto work on and at this time there is not enough room  i n his shop ju stto have it sit there.The Shipper is not yet aware of the things that are going to be denied or thethings that are to be cashed out. Ihave tried talking with her to no avail. Iamdown to emailing her the information for the repair firm's schedule. [redacted] response:  This statement is a complete lie. Ms. [redacted] has not tried to reachus by phone.  We have had to continually follow up on this claim. Only after we complained to Atlasdid she contact us with a Facebook message and one email.Ms. [redacted] has been unreachable and uncooperative from the inception ofthis claim. We had to resort to the Revdex.com, contacting Atlas directly, posting on Facebookand various other methods to attempt to resolve this claim which, if Ms.[redacted] would have cooperated in good faith from the beginning, would probablyhave long been resolved. The difficulty we have had and continue to have can beevidenced by her statements in her response to the Revdex.com where she reneges onfour items which she promised to Mr. [redacted] in their phone conversation of March31, 2015.    
[redacted]

Review: On August 5, 2013, my husband and I used American Van & Storage (Atlas Van Lines) to move from our home in Wilmington DE to their storage facility for 5 months and then to our home in Florida. We returned back to Wilmington DE in the fall of 2014. We again called American Van & Storage to arrange our move to their storage facility in Newark DE and then to our new home in Wilmington DE on December 1, 2014.

On January 23, 2015 I filed a claim form with [redacted] from American Van & Storage Corp. for damages to our personal property incurred on our move from St. Augustine, FL to their storage facility at 900 Interchange Blvd, Newark, DE and then to our new house in Wilmington, DE. Four days later, on January 27, 2015, I received confirmation that [redacted] received it was looking at it.

On February 3rd I contacted Ms. [redacted] again to find out what the next steps would be. She said that she needed to set up a time for someone to come out. On February 11th I again contacted Ms. [redacted] as to the status of our claim. She said that Mark [redacted] could come out on February 13th. He came out and reviewed the items listed on our claim form and said he would have to come back with the repair person. On February 25th I followed up again with Mr. [redacted] to make the appointment for repairs. Mr. [redacted] made an appointment to come on March 3rd.

On March 3rd, Mr. [redacted] came out with Barry (another employee) and [redacted], the restoration person. Barry fixed our bedroom furniture items; missing foot pads were obtained for our Sears air purifier; Mr. [redacted] replaced a broken piece on our M2 weight machine; [redacted] repaired our dining room chairs and a dressing chair; [redacted] unlocked our grandfather clock as the key was lost in moving but did not provide us with the key. At this time, [redacted] said he would have to come back to repair a crack in a piece of office furniture – this has not been done to date. Before he left, Mr. [redacted] said that Ms. [redacted] would need to review the remainder of the claims.

On March 4th, I sent a detailed email to Ms. [redacted] listing what had been addressed and the issues that had not been addressed. On March 13th I again contacted Ms. [redacted] as to the status of the remaining items on our claim. On March 14th Ms. [redacted] requested additional information on the remaining items which we supplied in detail on March 18th (see below).

As we did not hear from Ms. [redacted], on March 31st my husband called and spoke to Ms. [redacted] regarding the status our claim. The following list was sent verbatim to Ms. [redacted] and represents the outstanding claims. Ms. [redacted]’s response is in Pink:

1. Grandfather clock key: We purchased this clock in 1982 – we never removed the key from the keyhole during all of those years. On our initial move from Clearview Avenue, we were told that we would be responsible to pack and transport the pendulum and weights ourselves, which we did. The key was in the keyhole when the movers arrived. The remaining interior pieces – the chime rods and chains – where secured by your movers and the clock was packed for moving. The key was not given to us after packing. The clock was not unpacked in Florida and remained as the movers left it. [redacted] did have a key and was able to open the clock but he didn’t leave the key with us. We asked him if he could get us a key but we haven’t heard anything. We believe it is your responsibility to provide us with a viable key to our clock. This is silly and insignificant. [redacted] to call you - come out, identify key and get one made

2. Treadmill – the treadmill was made ready for moving by the same company that made it ready for use when we arrived in Florida. It worked perfectly during our stay in Florida however it is unusable in its current condition. My husband continues to be advised by his cardiologist that he needs to use this treadmill as soon as possible. We are requesting repair or reimbursement as per the claim form. They take no responsibility for treadmill

3. Warped glass – the glass arrived in Florida in perfect condition. When we scheduled the move to Delaware, we were told that someone would come and pack the glass prior to move date. A third party arrived, built the crate, put the glass in it and stored it standing up against the garage wall until the move date. When the glass arrived here, there was considerable bowing or warping so that the glass no longer laid flat on the table. Both Mr. [redacted] and [redacted] saw this, and in front of both my husband and myself and against our wishes, turned the glass over. This appeared to us as an attempt to hide or minimize the problem. Although the glass fits differently on the other side, nonetheless, it still does not lay flat on the table. This we believe would rule out the problem being caused by the damaged table as you suggest. We believe we should be reimbursed as stated on the claim form. [redacted] will call - they want to take it to a glass person. Don't understand how this could have happened.

4. Table – because the crack is at the end of the table and going with the grain we feel the integrity of the table has been compromised and unsafe for long term daily use, therefore, we are seeking replacement value as per the claim form. [redacted] will call - want to take it out and repair it.

5. Chairs – we are not sure of how the two wooden folding chairs were moved or stored however we would have not purchased them in this condition. They have metal braces which are loosened making them wobbly and unstable. [redacted] said they cannot be tightened. We are requesting replacement value as per the claim form. [redacted] will call - want to take them out and repair them.

6. Items not listed in your reply: the 2 piece office furniture – [redacted] stated he would be back to repair the crack. Item #6 in my email regarding courtesy reimbursement. [redacted] will call - you need to show him what was damaged - they will give us a courtesy reimbursement.

Ms. [redacted]’s responses to numbers 2-5 are unacceptable.

Although my husband spoke with Ms. [redacted] on March 31st, we have not received any communication from either her or [redacted] as of today, April 8, 2015.Desired Settlement: Honor our claims as stated in the claim form and complaint.

Business

Response:

18 - items listed on claim form7 -items have already been repaired2 items -are Pressboard Furniture. The Shipper checked off and signed a form for Limitaion ofLiability on Ready to Assemble Furniture made from Particle Board & Enginereed Wood Fonn that states -she checked off Option 3 that states" I am tendering furniture constructed of pressboard, particle board, and/or engineered wood furniture and/or any claim for damage to the pressboard, particle board.and/or engineered wood furniture may be denied due to inherent vice, based upon the fact that fully assembled pressboard, particle board and/or engineered wood furniture is inherently susceptible as outlined above". These items are to be denied. 1 item - Packed Vase: broken is to be Cashed Out.2 items - 2 file cabinets a small dent on each file cabinet will be Cash Out for Cosmetic Allowance.I item -Treadmill claimed was not disassembled nor was it reassembled by the Atlas Van Line or American Van's driver. The Mechincal Condition is unknown. This item will be Denied1 item - a piece of glass covering the dinning room table and was slat wood crated by 3rd party speciality service. Shipper is claiming that the glass is now warped. We are denying the claim on this because this is not a transportation or storage caused issue. This item will be Denied.1 item -Dinning room oak table which has separated at the manufactured gluded seam. This item is to be repaired1 item - Key for the Grandfather Clock. Grandfather Clock was moved from Florida to our storage facility and at time it delivered to American Van and Storage there was no key left in the key hole as the shipper stated it was when I t left Florida. We are denying the key because at no time did the key come into our possession and we actually have no knowledge of this said key. The furniture repair person, [redacted] had keys of his own and slide the key into the key hole and he stated that the clock door was not locked. He never unlocked the door, he only used hi s key to pull open the door. This item is toDenied.2 items - Folding wooden chairs. Shippers states that they are scratched and loose. These are being denieded because of pre exiciting condition as stated on inventory. These items are to be Denied.As stated, we have repaired 7 things out of the I 8 items that she listed on her claim form. We havenotified her via email that the repair man has some furniture that he I s working on at present and he is about 2 weeks out before he can get to her table. He will need to remove it from her home and take I t to his shop to work on and at this time there is not enough room in his shop just to have it sit there.The Shipper is not yet aware of the things that are going to be denied or the things that are to be cashed out. Ihave tried talking with her to no avail. Iam down to emailing her the information for the repair firm's schedule.There were two parts to her move. one with Atlas Van Lines from St Augustine FL to our warehouse I n Newark, DE for approx 2 months then American Van and Storage del ivering her items to her newhouse in Wilmington , DE.She has sent the same infomrntion to Atlas Van Lines via their Facebook site and Ihave spoken with Atlas Van Lines about her complaint too.We are waiting for the furniture repair man, to call us when he has the availibility to repair her table.The claim could not be settled any quicker due to the natu re of the move. She first had the Long Distance move with Atlas Van Lines and then the local move with American Van and there were items that she had disassembled and reassembled by other than the mover ... all these things need to be looked at and then somethings were able to be fixed but she was insisting that the claim be settled in her way and not the standards we have to go by. As Istated the does not know of the items that are going to be denied and cashed out. That will be given to her in writing when the repair to her table is completed.If you need any more information. please call our office at [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.18 - items listed on claim form7 -items have already been repaired2 items -are Pressboard Furniture. [redacted] response: On March 3, 2015 Walton toldMrs. [redacted] that he would be back to repair the crack in the office furniture– we would like to understand why this has now been denied.1 item - Packed Vase: broken is to be Cashed Out. [redacted]response: is the business agreeing to pay us $27.00 for this item?2 items - 2 file cabinets a small dent on each file cabinet will be Cash Outfor Cosmetic Allowance. [redacted] response: What is the cash out amount?1 item - a piece of glass covering the dinning room table and was slat woodcrated by 3rd party speciality service. Shipper is claiming that the glass isnow warped. We are denying the claim on this because this is not atransportation or storage caused issue. This item will be Denied. [redacted]response: When we moved from St Augustine a third party was engaged withoutour knowledge to crate the glass for the table. The glass at that time was inperfect condition and fit the table exactly. When it was delivered by AmericanVan & Storage it was warped and no longer fit the table. This was evidencedby both Wilton and Mark who immediately turned the glass over in order tominimize the problem. The glass was perfect in St Augustine and now is warped.We do not accept their statement that this is not a transportation or storageissue. On March 31, 2015 in a phone conversation between Mr. [redacted] and Ms. [redacted],Ms. [redacted] stated that Walton would call and that they wanted to take theglass to a “glass person”. Again we were told something that they are now denying. 1 item - Key for the Grandfather Clock. [redacted] response: The grandfather clock wasopen and the key was in the keyhole when the movers came to move us to StAugustine so they could secure the inside of the clock. The key was neverreturned to us. Wilton unlocked the grandfather clock when he arrived and Iasked if he could leave us the key and he said no because that was the only onehe had. On March 31, 2015 in a phone conversation between Mr. [redacted] and Ms.[redacted], Ms. [redacted] stated that Wilton would call and come out, identify thekey and get one made. This is the third item they are now denying. 2 items - Folding wooden chairs. [redacted] response: On March 31, 2015 in a phone conversation between Mr.[redacted] and Ms. [redacted], Ms. [redacted] stated that Wilton would call, come out and try and repair the chairs. This is the fourth item that they are nowdenying.As stated, we have repaired 7 thi ngs out of the I 8 items that she l isted onher claim form. We have notified her via email that the repair man has some furniture that he I sworking on at present and he is about 2 weeks out before he can get to hertable. He wi ll need to remove it from her home and take I t to his shopto work on and at this time there is not enough room I n his shop ju stto have it sit there.The Shipper is not yet aware of the things that are going to be denied or thethings that are to be cashed out. Ihave tried talking with her to no avail. Iamdown to emailing her the information for the repair firm's schedule. [redacted] response: This statement is a complete lie. Ms. [redacted] has not tried to reachus by phone. We have had to continually follow up on this claim. Only after we complained to Atlasdid she contact us with a Facebook message and one email.Ms. [redacted] has been unreachable and uncooperative from the inception ofthis claim. We had to resort to the Revdex.com, contacting Atlas directly, posting on Facebookand various other methods to attempt to resolve this claim which, if Ms.[redacted] would have cooperated in good faith from the beginning, would probablyhave long been resolved. The difficulty we have had and continue to have can beevidenced by her statements in her response to the Revdex.com where she reneges onfour items which she promised to Mr. [redacted] in their phone conversation of March31, 2015.

Business

Response:

In response to the followup on Revdex.com [redacted]Items that are 'press board' are not going to be repaired because she signed our document showing that she indeed was going to transport press board furniture and would not hold the movers responsible because she elected not to disassemble the furniture. The vase that was packed by the shipper, but shows damage to the box, will be cashed out. The small dents on the two file cabinets are to be cashed out. Cosmetic allowance.The Dining Room table has been removed from the shippers house for repair.The glass for the Dining Room table was pickup when we picked up the table. The glass is not warped.The table is split at the seam where the wood is glued to form the table. This made the table warped not the glass that sits on top of it. In an early phone conversation and emails in effort to have her understand that glass does not just warp, she insisted that it was warped and wan ted it replaced. In her statement that she did know that the glass was to be crated, is false. We crated the glass on her previous move to Florida in 2 103. It was part of the Estimate/Order for Service that she signed and agreed to the charges for her move back to Delaware in 2014.The key to the Grandfather Clock I s not the responsibility of American Van & Storage as we did not haul her shipment from FL. A driver from Atlas Van Lines was the one to load and haul her shipment from FL to DE. The repairman, [redacted], came with a key that he thought might open the door. His statement to me is that the door itself was not locked and that all he had to do was insert the key and pull the door open. We are not going to get her a new key because we never had the key to the clock in our possession.The folding chairs are scratched and loose. When they were inventoried at origin, they were described as as scratched and loose. The shipper signed these inventories.Early on with this claim there was a phone call or two but when l couldn't get her understand that we are not going to repair or replace items that were not damaged while in the care of American Van & Storage, all communication were then in the form of ema ils. And yes, she did send letters to different departments within Atlas Van Lines and posted to Atlas Van Lines Facebook page, and to Revdex.com and with each l have respond ed to them.