APAC

My apologies I overlooked the initial alertMy accounting department verified that the refund was issued on September 28thThis was a long distance move and final accounting is not done locally but by the van line's corporate officeUnfortunately, the seasonality of the moving industry slows paperwork processing speed during the peak seasonThis particular move took an exceptionally long time and created unnecessary frustration for Deanna, for that I am very sorryIt is my understanding that the move itself went well and final charges came in under estimatedMy sincerest regrets that our last interaction and the one that should have been the easiest, was negative especially when we got the difficult part rightDeanna was very enjoyable and a pleasure to work with making this all the more disappointing

I regret that [redacted] was not satisfied with the service she receivedOur records indicate that she was charged for hours which is reasonable given the scope of her moveAs a goodwill measure I would be happy to offer [redacted] a refund of $

Revdex.com:How can the driver be certain when more than boxes were not marked, and when he pushed us to sign off on the delivery because he was running late for [redacted] ***? I think he is taking advantage of us because my,husband is disabled and we have very little money and he knows that it is stressful for my husband to fight this The fact is,my story hasn't changed We have at least missing boxesI want them to reimburse us 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

I am sorry that Mrs [redacted] was not satisfied with the service she received on her move to **We keep a detailed journal for each relocation documenting all communication between the customer and all service providersThat log provides the following facts in response to Mrs [redacted] ’s concerns.The driver assigned to Mrs [redacted] ’s move is a [redacted] ***, an accreditation reserved for only the top 10% of the fleetThis designation is earned by extraordinary scores on post move customer surveys, claims frequency/severity, safety and other measures of quality spanning years of serviceThe survey performed by [redacted] ***, detailed all items Mrs [redacted] told him she would be movingThe total survey piece count was itemsAll items are inventoried as they are placed on the truckThe total number of pieces actually shipped was ***, explaining the weight and cost differentialThe driver reweighed the shipmentat destination to confirm the weight was accurateThe only packing performed by the driver was the TVs, mattress/box spring and 2-mirrorsMrs [redacted] packed the balance of her household herselfWe have no knowledge of carton contentsAll customers are instructed not to ship high value items and important personal papersA trace was performed with negative results, despite Mrs [redacted] signing that everything had deliveredThe shipment was loaded directly onto the truck and never transferred to another vehicle or placed into storage making a delivery error highly unlikelyMrs [redacted] indicated she was still unpacking and I am hopeful that she will find her missing itemsThe furniture repairs and bed adjustments were completed on October 7thClaims records also indicate that the new owner of her former residence was contacted regarding the alleged property damage business days after Mrs [redacted] ’sclaim was receivedThe home owner said he was unaware of any property damage and there was no need to send an adjuster for an inspectionIf Mrs [redacted] feels her claim resolution is unreasonable she may pursue legal arbitration by contacting the American Moving and Storage Association (AMSA)Requests can be mailed to AMSA Attention: Dispute Settlement Program, [redacted] or faxed to ###-###-####I regret any frustration experienced by Mrs [redacted] and look forward to providing better service in the future

The driver is certain and documentation verifies that all items loaded on the truck at origin delivered to destination.