Bayshore Transportation System, Inc.

Review: I signed a contract with Bayshore (Allied) Moving Company to load my belongings on Friday 9/12/14. I received a phone call from their employee, [redacted] on approximately, 9/10/14, advsing that they would not be able to "load" me until Monday, 9/15/14 and if I "insisted" to be loaded on 9/12/14 that my belongings would be loaded and unloaded twice putting them at addtitional risk for damage. I was then loaded Monday instead. When my belongings were delivered to me at my new address in Winter Haven, Florida, I was by myself and encouraged by the driver, [redacted], to just "sign off" on the delivery to make it faster. The next day, I noticed all the damaged furniture. I called and notified the company. They requested I complete the claims form, I completed the form and took very detailed pictures of all the damages. All was submitted on 10/8/14. I received an email from [redacted] in their claims department that a claims adjuster would be in contact with me within 1-7 business days and a local repair/restoration service would be in contact in 1-10 business days. I have been contacted by noone. My furniture that was damaged/destroyed was all matching and no longer available. I expressed my sadness and disappointment in a letter that accompanied my claim form. I feel I have gotten no attention or even a start to a resolution. There is also insurance with a $0 deductible for all my belongings for this move as added to the cost paid to this company.Desired Settlement: I honestly believe they breached their contract with me by changing the dates of my move and coeercing me to agree to the change. They also did not fulfill any promise to get my belongings to me safe. Too much furniture was destroyed, missing pieces and scratched. They should refund the entire amount of my move and pay to replace all damaged furniture. I do not feel this is asking too much.

Business

Response:

Hello,

We have read and reviewed our records after receiving this complaint. The complaintant is correct, we did contact her in order to have the driver assigned to transport this move, be able to do so a couple of days later in order to transport straight to destination. We use a top of the line technology communication tracking system and was able to review there was a request and acknowledgement of loading a couple of days later. We're sorry if there was any miscommunication in this matter, it was our intention to request to have the driver load the shipment and take direct to detination for a smooth relocation. I've also determined via our Claims Manager that the process has been slower than we would like due to the destination market with service repair companies, however he was able to contact and secure a company to contact the customer in order to assist with her claim repairs, etc. Again, due to the market and current responsibilities of the repair firm it was a slow contact, however, I've confirmed the company has attempted contact with the customer in order to provide assistance in this matter

We strive to provide the highest level of service and hope to have an update very soon.

Bayshore Transportation System, Inc.

Review: I hired [redacted] Moving & Storage located in Dulles, VA (aka Bayshore Tranpsortation) to move my household goods from Alexandria, Virginia to Olympia, Washington. Shoreview Moving & Storage is an agent for North American Van Lines. Upon delivery of my household goods, I confirmed that all of the numbered items on my inventory had arrived. Initially I was uncomfortable signing off on the inventory form stating that I had received everything when the boxes had not been unpacked. The driver reassured me that it is not commonplace for them to stick around while customers unpack and that if anything turned up missing or damaged I could still submit a claim and receive reimbursement. The driver reassured me that by signing the form, I was acknowledging that I had received all of the inventoried items and boxes with stickers. He did not say, and the FORM I SIGNED DOES NOT SAY, that I was acknowleging receipt of everything INSIDE the boxes. I did receive all of the inventoried items and boxes, but did not realize my Playstation 3 gaming console and some gaming accessories had been stolen until I began unpacking. This is because the box containing the PS3 had been carefully resealed. I have before and after photos, showing how I taped and labeled my boxes before pick up and also how the box arrived resealed with brown packing tape at delivery. Prior to my move, I also completed a high value inventory form listing the PS3 which I signed at origin but DID NOT sign at delivery. The driver did not go over the high value inventory form with me at delivery. So again, I relied on his statement that I could submit a claim if anything was missing. I immediately filed a police report with the Thurston County Sheriff's department when I realized the PS3 and gaming accessories had been stolen and also contacted Shoreview Moving & Storage. Over the past three weeks, I have had to contact Shoreview and North American Van Lines multiple times to resolve this issue. Today, I received a letter from the NAVL claims department stating that because I signed off on the inventory form, they cannot accept responsibility for the loss. This is completely different from what the driver told me when he was delivering my goods. How can anyone be expected to know if everything INSIDE their boxes have arrived if they are not given time to unpack in the presence of a delivery crew? A claims adjuster with NAVL also confirmed that it is not commonplace for the delivery crew to wait while customers unpack. I have done nothing wrong, but Shoreview and NAVL will not take responsiblity for these stolen items. Furthermore, I paid $343 for additional replacement cost insurance. Why is the insurance I paid for not covering the items that were stolen? I requested a copy of this insurance policy from Shoreview, but they have not sent it to me yet.Desired Settlement: My desired outcome is that Shoreview will reimburse me for the stolen items plus local sales tax so that I can replace them. The final amount comes to $440.60.

Business

Response:

Hello,

We've discussed all with the custmer and provided a complete resolution to the customers satisfaction. Please let me know if you have any further questions or concerns regarding this situation; otherwise we'll conside the matter closed. As a side note the customer [redacted] will be contacting again with positive comments.

Thanks again,

K

Review: We had a horrible experience with the relocation service from the day of packing through the claims process for items not received and/or damaged. We have yet to be able to identify a single point of contact who can remedy the situation and, instead, have been tied up in a maze-like claims process, only to be told that we have handled the receipt of good differently. For instance, there were items stuck in boxes or bags on the day of truck loading, unbeknownst to us, that we later discovered upon unpacking -- many days after delivery (which was late). According to the claims adjusters, we should have determined that all items were received the day of delivery -- an impossible feat that would have required every box to be unpacked. This would have been further made impossible by a driver who was anxious to get back on the road and did not stick around for the final furniture move-in. We would like to appeal our existing claim and have several more claims to submit, but I am not confident that the outcome will be different and feel that, at this point, it may be more appropriate to just warn others of this company and its affiliates.Desired Settlement: We would like a phone call from someone who is authorized to settle these problems with us and can be a single point of contact to ensure that our needs are met.

Business

Response:

Hello, Thanks for making us aware of the customers complaint regarding their move. We've done some research and determined the main issues revolve around the claims process. Due to the interstate nature of the shipment, Mr. & Mrs. [redacted] were in direct contact with the [redacted] Claims Dept to resolve the claim filed. It's unfortunate damage occured and we take it very seriously; we do have a claims process within the van line as well as a Claims Manager that works directly with our customers. Fortunately, after receiving this email from Revdex.com I was able to pass it along to our Claims Manager who then went to work on researching the discussions surrounding Mr. [redacted]s claims with Allied. He immediately contacted Mr. & Mrs. [redacted] to discuss the matter first hand and after a couple days due to her travel schedule were able to come to an understanding of the process. Once they were finally able to speak the we feel Mrs. [redacted] felt as they now have more knowledge of the process in order to move forward. Our Claims Manager was able to completely explain how the claims process works, in which Mrs. [redacted] seemed to understand, thus able to move forward. We found it necessary to work with the van line in order to provide a good will gesture to Mr. & Mrs. [redacted] in order to restore confidence in their experience with Allied & Bayshore.We will continue to work with Mr. & Mrs. [redacted] to resolve any addt'l issues they may have, but considere the matter resolved.Thanks Again,Sincerely,[redacted]

Review: I signed a contract with Bayshore to move my one bedroom apartment from Norther Virginia to Chicago in July. In that contract, my pickup date was 08/03/15 and Bayshore gave me an estimated delivery time of 08/07 – 08/15. I was told that my possessions would not be put into storage and would be loaded onto a larger truck to make the move to IL. I spoke with Bayshore to clearly let them know that I was not moving out to Chicago right away and to please give me any heads up on when my belongings would arrive so I could meet the movers on that date.

The movers who picked up my belongings were very kind and did a great job. I was originally told that they would know my delivery date; however, they had no idea and told me to check with management at Bayshore. I was in contact daily, via email and phone, asking about my delivery date to Chicago. On 08/04 I was first told that the target delivery date was 08/12. When I asked for confirmation, Laurie could not confirm for a few days despite my daily check-ins for updates. I was then told on 08/11 that my shipment was not going to be there on time due to a drivers family emergency. This was the day before my belongings were supposed to arrive in Chicago.

When I asked for an updated delivery date, Laurie told me on 08/11 that my delivery should now happen between 08/20-08/21. This would be five/six days later than the guaranteed window that was on my signed contract. I was told that I could file a claim to receive money regarding a late fee ($50/day for each day that it was late). On 08/14, after multiple questions regarding a confirmed delivery date, I was told that my driver would like to deliver on 08/23 or 08/24. I confirmed that I could take the delivery on the 24th and Laurie confirmed that my belongings would be delivered that day and the time frame to expect my driver, [redacted]. On 08/19, I received a voicemail and email from [redacted], the Director of Consumer Care, notifying me that my one bedroom apartment did not fit on the truck and therefore my belongings were still in Virginia and will not be delivered on the 24th. For the next few days, I repeatedly contact Bayshore to receive more information about when my belongings would be delivered and why they shipment is now over 9 days late. I kept receiving the same feedback that “Allied was looking into it”. I called Allied customer service and was told the exact same thing.

Almost a week later I received a voicemail from a driver Mike, who said that he would be delivering my bedroom on 09/01. At this point, I had not heard from Bayshore and had to email them to see if this was accurate. [redacted] verified on 08/24 that my belongings would be delivered on September 1st. The driver was very helpful and maintained communication throughout the process. The driver and his team were on time, unloaded all my materials and were very nice.

My problem lies with Bayshore and their inability to deliver my one bedroom apartment between two major cities. It took almost one month to do this after they had promised, in the contract, that it would take anywhere from four to eleven days. I was told that my belongings would never be in storage and they were moved into storage without my permission. In addition to continually delaying my delivery, the common excuse I received was that it was a busy time of year. I understand the summer months are busy but you are a moving company so you should be able to successfully do your job and follow the contact we both signed. It is completely inappropriate and unacceptable to push back a delivery date multiple times and give very little warning of this change. This move impacted not only my personal life but also my professional life because it put a hold on many things. I did not plan to not have my belongings for 28 days and therefore had to either do without necessary things or purchase new things (such as work clothes). Had I originally been told by Bayshore that the move would take that long, I would not have used their company for my move! I have all of the emails and contracts saved and I am happy to submit them to verify the conversations and any of the dates. This move was miserable and frustrating all because of Bayshore!Desired Settlement: I believe that I should receive a discount on my move. Bayshore did not follow their contract, were irresponsible and incorrect multiple times throughout my moving process. My original charge was $3,856 and I believe there should be at least a 50% reduction on my price.

Business

Response:

Hello, thanks for bringing this issue to our attention; we've researched and have posted a response that we hope will be satisfactory to Ms. [redacted]. Hope to hear back soon. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.