CanadaUS Van Lines and Storage Inc

I entered into a contract for moving services with Rachel at Canada US Van Lines on May 19, My move was scheduled in Ottawa for June 15, My goods were to be held in storage in Edmonton until I found a place to live in EdmontonThe piin Ottawa on June 15, was fine
On July 25, 2016, I contacted Rachel with my Edmonton address and to schedule a delivery for July 30, I sent an e-transfer for the outstanding cost of the move on the same date
On July 31, 2016, the modid not go as agreedThe movers seemed to be in a very big rush and were carelessly putting items down, despite my directions regarding which rooms and where I wanted the itemsWhen the movers told me that they were finished, I advised them that there were items missingThey said they would check the van but did not come back up or contact me
On August 1, 2016, I wrote to Rachel and provided the following list of missing and damaged items:
a white standing fan;
a si

Canada Us Van Lines delivered my household items from British Columbia to Ontario on August 12, Half of the furniture was scratched and dented (shelves, bed parts, chairs and an electronic standup table which also had lost screws)Some items are just fully broken like TV stand, bed storage, desk, coffee maker, slow cooker, picture framesI informed the company about the damage on August 14, and claimed CAD to be paid for the damage, that I calculated based on the cheapest price of the damaged items available on the market today or their repair Their Senior Moving Specialist David A*** informed me that it takes 2-weeks to finalize the claimIn spite of few more emails with the request for my claim status, that I've send past the mentioned deadline, I have no response from that company as of today November 7,

Hello I recently used there services I’m missing boxes with my children clothing and few other items belonging to the kids room I’m also missing some furniture cofffe table stools I filed a complaint with the company called many times over many weeks to se of any efforts are made to find those boxes they must be still somewhere just sitting but I got no answer they did send me dollars and I did asked them by accepting this money will my boxes can still be returned to me if found they said yes when I called back again to see if any there is any news about my boxes the man on the phone yelled don’t call here again why you keep calling us and hang up the phone I would like my boxes to be found and if needed I will return the dollars back to them

While the actual movers, two hard-working young guys, were pretty good and fast, the office is worse than unacceptable.
We ordered a move within Edmonton, to begin between 9 a.m. and noon. One day before the move, the office called us to confirm. Everything seemed to be fine.
A mere two hours later, a few minutes after their office hours ended, someone called to tell us the move was moved from morning till 2 and 5 p.m. Reminded that the move involved two apartment houses and the change would complicate not only our lives, but also lives of many others, the guy said nothing doing. He refused to contact any supervisors, and rudely hung up.
Next morning, we called them to tell them to use other phone numbers for contacting us than those already recorded (the phone company unhooked one of the numbers and transferred it to the new location).
Lucky I called them: no, they said, it is no longer between 2 and 5 p.m., it is now between 3 and 6 p.m. They never had the courtesy to mention the change, and without the call, we wouldn't ave known.
In any case, the communication between the office and its drivers deserves better: the driver was not told to call the new number - so, he called the previously recorded number. It was sheer luck that my wife was at home to answer it.
The result: the move that we all expected to be over not later than at 5 p.m., was over by 11 p.m.
I sent the office a message of complaint. Two days since, I have yet to receive an answer.
As mentioned: the real workers were just fine, the office wallahs are a bunch of irresponsible rascals who,quite obviously, just have never heard that they exist to serve their customers, and that without their customers they would be out of jobs.
In fact, I hope as many people as possible read these reviews and CanadaUS Vanlines is out of business soon.

Initial Business Response /* (1000, 9, 2015/08/01) */
[redacted]
[redacted] moved with us on November, 2014. Yes we offer 5 weeks free storage. She gave totally wrong information, about storage part. After 5 weeks free storage end, we called her many times and tried to delivery her...

goods, or collect the balance. This customer disappeared, more than 6 months, no phone call, nothing. We should get our money from her.[redacted] finally we found her on April, 2015. Almost six months after pick up date!! She should contact with us but she never did it.And she blamed to our company???We didn't charge her any interest rate, any late payment charge nothing. Nobody keep her shipments in their storage 6-7 months with out get any money?This is very interesting, she blames us.They came to our office with her husband and, she tried to give us personel cheque, We told her many times we don't accept personnel cheque. [redacted]During the delivery , she[redacted] never mention anything about the missing items.
Now they said that they have missing items.
In the contract unfortunately they didn't buy the extra insurance when this is the case; the shipment then travels under a standard liability.
The insurance Canadaus Van Lines & Storage Inc. carries is a basic standard liability. This insurance pays out at 60 cents per pound, with a $350 deductible, to be paid by the customer.
(The item they claim weights 400 lbs x.60 =$240.00)
($240.00 -$350.00 (insurance deductible) = -$110.00
It is always important for us to leave satisfied customers behind us and we do really want to resolve this issue for this customer, Even though their case is not entitled to receive any refund; we will send you ($200.00) ($350 deductable waive) = ($ 200.00 cheque.)
If you look at the front of the contract
Terms and Conditions
1) IF THE CLIENT HAS NOT DECLARED AN INSURANCE VALUE, THE LIABILITY OF THE CARRIER IS 60¢/LB. PER ARTICLE. 2) CARRIER IS NOT
RESPONSIBLE FOR PRESSWOOD FURNITURE IF NOT DISMANTLED BY THE SHIPPER. 3) ITEMS PACKED BY THE OWNER WILL NOT BE COVERED
FOR DAMAGES. 4) INSURANCE COVER FOR LOSS OF ITEMS (DEPRECIATED VALUE) AND DAMAGES TO FURNITURE ITEMS WILL BE REPAIRED
BEFORE BEING REPLACED. 5) THE CARRIER IS NOT RESPONSIBLE FOR GLASS AND MARBLE NOT PROFESSIONALLY PACKED AND UNPACKED. 6)
CHARGES WILL APPLY FOR FLIGHTS OF STAIRS AT PICK UP AND/OR DELIVERY ON A 'PER WEIGHT' BASIS UNLESS OTHERWISE INDICATED. IT IS
THE RESPONSIBILITY OF CUSTOMERS TO PRESENT THE ISSUE OF STAIRS AT THE TIME OF BOOKING. 7) IF ACCESS TO DELIVERY IS MORE THAN
100 FEET AWAY 5¢/LB ADDITIONALLY WILL BE CHARGED. 8) CARRIER WILL NOT BE RESPONSIBLE FOR INVENTERIOR WORKING OF ELECTRICAL
EQUIPMENT OR INTERIOR OF PIANOS. 9) THE CUSTOMER IS RESPONSIBLE TO CHECK EACH ITEM ON THE TAG AND LIST WHEN THE DRIVER IS
DELIVERING. 10) UNDER 2000 lbs. MINIMUM WEIGHT 500 lbs. CHARGE $450 WILL APPLY . 11) BOTH PARTS AGREE TO SIGN THIS CONTRACT IN
ENGLISH. 12) STAIR CHARGES WILL APPLY IN BUILDINGS WITHOUT ELEVATORS. 13) IF THE DRIVER IS UNABLE TO PERFORM PICKUP OR
DELIVERY DUE TO LACK OF PAYMENT, CUSTOMER ABSENCE OR OTHER DELAYS, 15% OF THE TOTAL WEIGHT CHARGES AND ANY
APPLICABLE CHARGES WILL APPLY. AS WELL, DELIVERY WILL TAKE PLACE AT OUR EARLIEST AVAILABLE SCHEDULING AND SUBJECT TO
DELAY.
Back Of the contract
9. Valuation
(1) The amount of the actual loss or damage not exceeding sixty (60) cents per pounds times the actual weight (in pounds) of the shipment, or the lump sum declared value, whichever in greater; or
(2) The actual loss or damage not exceeding sixty (60) cents per pound of the weight of any lost or damaged article when the shipper has released the shipment to carrier, in writing, with liability limited to sixty (60) ends per pound per article.
(3) No carrier hereunder will carry or be liable in any way for any documents, special jewelry, rare stamps, coins, antiques or for any articles of extraordinary value not specifically rated in the published classifications or tariffs unless a special agreement to do so and a stipulated value of the articles are endorsed hereon
If you check it Industry Canada Website:
http://www.ic.gc.ca/eic/site/oca-bc.nsf/eng/ca02029.html

The Consumer Checklist for Choosing a Moving Company
What is replacement value protection?
Even with the best mover, you need to know how you can protect yourself:
First check with your insurance agent/broker to find out if your existing household policy provides coverage during the move, and if so, what is the deductible. Make sure that your policy provides you with no less than "All Risks" coverage, because any less coverage leaves you exposed.
Then check with the moving company for the cost of Replacement Value Protection. This means that the moving company agrees to be legally liable up to an amount that represents your estimate of the value of your property being moved. Often that amount is arrived at by multiplying each pound of weight of your shipment by $10.00 - but that is just a rule of thumb. Make sure that the total amount of declared valuation is enough to replace all of your furniture and personal effects. Make sure that you get Replacement Value Protection and NOT depreciated value only.
Ask the moving company for written material that explains how the Replacement Value Protection works.
Ask the moving company for information on how to make a claim, and what the time limit is for making a claim.
Identify the difference of liability between owner-packed versus mover-packed cartons and special care items (i.e. glass, marble, and other "at owner's risk" items that are not packed professionally).
If you don't buy Replacement Value Protection, the moving company is usually liable only up to 60 cents per pound of any article that may be destroyed or lost. (For a typical television set, that's about $30.)
Be sure you have adequate protection either through your own insurance policy or through the moving company's Replacement Value Protection.
Joseph B[redacted]
Customer Service Department
Initial Consumer Rebuttal /* (3000, 12, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. The original emails we attached to the Complaint form were the only documents, terms or conditions we received from Canada US Van lines. No other terms, condition or insurance was offered or received by us from Canadaus Van Lines & Storage Inc before this date, hence the above insurance information from the business are new to us. If we had received these information prior to this transaction, we would have purchased additional insurance considering the importance & valua of our goods to us. These insurance offers are not acceptable as our goods are worth more then $25,000 to us.
2. Our email addresses, phone numbers or contact information did not not change during these transactions,hence we could not have disappeared. I spoke with 2 different girls from this business & confirmed our need for continued storage, we reaffirmed June 2015 as delivery date which they accepted as acceptable. We were not informed of the need to deposit for the storage, only that we must pay all outstanding payments in full before delivery. But David A[redacted] (Canadaus Van Lines & Storage Inc) called us in April 2915 [redacted] insulting my husband & myself [redacted]. He threatened to sell our goods at an auction. He said he would submit our names to the credit bureau & would add additional charges to our names that we are delinquent in taking possession of our goods.
3. That same April 2015, we gave a personal cheque in good faith to Canadaus Van Lines & Storage Inc to signify our commitment to take delivery of our goods in June 2015. Canadaus Van Lines & Storage Inc is already in possession of our goods worth more than $20,000. We did not feel that it was just to pay the pickup charges in full, until we receive full delivery of all the goods, but the $1000 would have covered storage charges up to May 2015 if Canadaus Van Lines & Storage Inc had accepted the money, but our cheque was rejected.
4. On the delivery date, we immediately informed the delivery guys of the missing 6 chairs & asked for the cables for the electronics, we were told by the delivery team that we have 10 days from delivery date to inform them if anything else is missing, hence we immediately compiled the list of missing items & sent them by email to Canadaus Van Lines & Storage Inc the same day (July 6, 2015). Pictures of damaged items & the remaining missing items were sent to Canadaus Van Lines & Storage Inc a few days later, but within the 10 days deadline.
We reject Canadaus Van Lines & Storage Inc offer in its entirety because the weight of the goods delivered to our home was not up the 4000 lbs as claimed, for which we paid $3,865.10. We require the refund of the balance $3,000.
Also our missing goods are worth over $10,000. The damaged goods are worth $5,000 & the non-working electronics (missing cables) are worth over $8,000.
[redacted]
Final Business Response /* (4000, 14, 2015/08/25) */
Please find attachments.
Also we never accept it personnel cheque.After 6 months pick up done, we called them many times tried to get our money.
Finally they came to our office, and tried to give us post dated personnel cheque. We explained to them we didn't accept it.
You can see on our original contract as well.(PAYMENT TERMS)
We did pick up Nov.2014, after that they disappeared many months with out pay any cents.
They were lucky we didn't give to them to collection agency.
Kind Regards

David A[redacted]
Senior Moving Specialist
Final Consumer Response /* (2000, 22, 2015/09/14) */
This is just a quick note to say "Thank You" for your assistance in this matter.
We received the remaining part of our household goods today[redacted]!
We are grateful for Revdex.com's help & support in resolving this issue.
Sincerely,
[redacted]

On her claim email she has informed us that she has missing items.  In the contract unfortunately she didn't buy the extra insurance when this is the case; the shipment then travels under a standard liability. The insurance Canada Us Vanlines  carries is a basic standard liability. This...

insurance pays out at 60 cents per pound, with a $350 deductible, to be paid by the customer.  (The item she claims weights 500 lbs x0.60cent =$300.00) $300.00- $350.00(insurance deductible) = -$50.00 It is always important for us to leave satisfied customers behind us and we do really want to resolve this issue for her, Even though her case is not entitled to receive any refund;  We  sent her $300.00  (After $350 deductable take out )  = $ 300.00  e-mail money transfer and she accepted. This is best we can do for her.We already closed her file. Thanks[redacted]

Dear [redacted], On his claim email he has informed us that he has damaged items items. He also submitted this claim with the damaged items photos.  In the contract unfortunately he didn't buy the extra insurance when this is the case; the shipment then travels under a standard...

liability. The insurance Canada Us Vanlines  carries is a basic standard liability. This insurance pays out at 60 cents per pound, with a $350 deductible, to be paid by the customer.  (The item you claim weights 240 lbs x0.60cent =$144.00) $144.00- $350.00(insurance deductible) = -$206.00 It is always important for us to leave satisfied customers behind us and we do really want to resolve this issue for him, Even though your case is not entitled to receive any refund; We will send to him $200.00  ($350 deductable waive).  Please, send to us your mailing addresses and we will mail to you $200.00 a cheque or  we will  send it to you  via email transfer.  If you look at the front of the contract:Terms and Conditions1) IF THE CLIENT HAS NOT DECLARED AN INSURANCE VALUE, THE LIABILITY OF THE CARRIER IS 60¢/LB. PER ARTICLE. 2) CARRIER IS NOT RESPONSIBLE FOR PRESSWOOD FURNITURE IF NOT DISMANTLED BY THE SHIPPER.3) ITEMS PACKED BY THE OWNER WILL NOT BE COVERED FOR DAMAGES. 4) THE CARRIER IS NOT RESPONSIBLE FOR GLASS AND MARBLE NOT PROFESSIONALLY PACKED AND UNPACKED. 5) CHARGES WILL APPLY FOR FLIGHTS OF STAIRS AT PICK UP AND/OR DELIVERY ON A ‘PER WEIGHT’ BASIS UNLESS OTHERWISE INDICATED. IT ISTHE RESPONSIBILITY OF CUSTOMERS TO PRESENT THE ISSUE OF STAIRS AT THE TIME OF BOOKING. 6) IF ACCESS TO DELIVERY IS MORE THAN 100 FEET AWAY 5¢/LB ADDITIONALLY WILL BE CHARGED. 7) CARRIER WILL NOT BE RESPONSIBLE FOR INVENTERIOR WORKING OF ELECTRICAL EQUIPMENT OR INTERIOR OF PIANOS.8) THE CUSTOMER IS RESPONSIBLE TO CHECK EACH ITEM ON THE TAG AND LIST WHEN THE DRIVER IS DELIVERING.9) UNDER 2000 lbs. MINIMUM WEIGHT 500 lbs. CHARGE $450 WILL APPLY. 10) BOTH PARTS AGREE TO SIGN THIS CONTRACT IN ENGLISH.11) STAIR CHARGES WILL APPLY IN BUILDINGS WITHOUT ELEVATORS. 12) IF THE DRIVER IS UNABLE TO PERFORM PICKUP OR DELIVERY DUE TO LACK OF PAYMENT, CUSTOMER ABSENCE OR OTHER DELAYS, 15% OF THE TOTAL WEIGHT CHARGES AND ANY APPLICABLE CHARGES WILL APPLY. AS WELL, DELIVERY WILL TAKE PLACE AT OUR EARLIEST AVAILABLE SCHEDULING AND SUBJECT TO DELAY.    Back Of the contract9. Valuation(1) The amount of the actual loss or damage not exceeding sixty (60) cents per pounds times the actual weight (in pounds) of the shipment, or the lump sum declared value, whichever in greater; or(2) The actual loss or damage not exceeding sixty (60) cents per pound of the weight of any lost or damaged article when the shipper has released the shipment to carrier, in writing, with liability limited to sixty (60) ends per pound per article.(3) No carrier hereunder will carry or be liable in any way for any documents, special jewelry, rare stamps, coins, antiques or for any articles of extraordinary value not specifically rated in the published classifications or tariffs unless a special agreement to do so and a stipulated value of the articles are endorsed hereon If you check it Industry Canada Website:http://www.ic.gc.ca/eic/site/oca-bc.nsf/eng/ca02029.html The Consumer Checklist for Choosing a Moving CompanyWhat is replacement value protection?Even with the best mover, you need to know how you can protect yourself:·         First check with your insurance agent/broker to find out if your existing household policy provides coverage during the move, and if so, what is the deductible. Make sure that your policy provides you with no less than "All Risks" coverage, because any less coverage leaves you exposed.·         Then check with the moving company for the cost of Replacement Value Protection. This means that the moving company agrees to be legally liable up to an amount that represents your estimate of the value of your property being moved. Often that amount is arrived at by multiplying each pound of weight of your shipment by $10.00 – but that is just a rule of thumb. Make sure that the total amount of declared valuation is enough to replace all of your furniture and personal effects. Make sure that you get Replacement Value Protection and NOT depreciated value only.·         Ask the moving company for written material that explains how the Replacement Value Protection works.·         Ask the moving company for information on how to make a claim, and what the time limit is for making a claim.·         Identify the difference of liability between owner-packed versus mover-packed cartons and special care items (i.e. glass, marble, and other "at owner's risk" items that are not packed professionally).·         If you don't buy Replacement Value Protection, the moving company is usually liable only up to 60 cents per pound of any article that may be destroyed or lost. (For a typical television set, that's about $30.)·         Be sure you have adequate protection either through your own insurance policy or through the moving company's Replacement Value Protection. Kind RegardsDavid A.

Here is our response to him: On your claim email you have informed us that you have damaged items. You also submitted this claim with the damaged items photos.   Also we couldn't  find   your  missing screw for  your daughter bed.  In the contract...

unfortunately you didn't buy the extra insurance when this is the case; the shipment then travels under a standard liability. The insurance Canada Us Vanlines  carries is a basic standard liability. This insurance pays out at 60 cents per pound, with a $350 deductible, to be paid by the customer.  (The item you claim weights 300 lbs x0.60cent =$180.00) $180.00- $350.00(insurance deductible) = -$170.00 It is always important for us to leave satisfied customers behind us and we do really want to resolve this issue for you, Even though your case is not entitled to receive any refund; We will send you $100.00  ($350 deductable waive)  = $100.00  cheque.  Please, send to us your mailing addresses and we will mail to you $100.00 a cheque or  we will  send it to you  via email transfer." Regards

Please see our  answer to her:Dear [redacted]  On your claim email you have informed us that you have damaged items. You also submitted this claim with the damaged items photos.  In the contract unfortunately you didn't buy the extra insurance when this is the case; the...

shipment then travels under a standard liability. The insurance Canada Us Vanlines  carries is a basic standard liability. This insurance pays out at 60 cents per pound, with a $350 deductible, to be paid by the customer.  (The item you claim weights 500 lbs x0.60cent =$300.00) $300.00- $350.00(insurance deductible) = -$50.00 It is always important for us to leave satisfied customers behind us and we do really want to resolve this issue for you, Even though your case is not entitled to receive any refund; We will send you $300.00  ($350 deductable waive)  = $ 300.00  cheque.  Please, send to us your mailing addresses and we will mail to you $300.00 a cheque or  we will  send it to you  via email transfer.  If you look at the front of the contract:Terms and Conditions1) IF THE CLIENT HAS NOT DECLARED AN INSURANCE VALUE, THE LIABILITY OF THE CARRIER IS 60¢/LB. PER ARTICLE. 2) CARRIER IS NOT RESPONSIBLE FOR PRESSWOOD FURNITURE IF NOT DISMANTLED BY THE SHIPPER.3) ITEMS PACKED BY THE OWNER WILL NOT BE COVERED FOR DAMAGES. 4) THE CARRIER IS NOT RESPONSIBLE FOR GLASS AND MARBLE NOT PROFESSIONALLY PACKED AND UNPACKED. 5) CHARGES WILL APPLY FOR FLIGHTS OF STAIRS AT PICK UP AND/OR DELIVERY ON A ‘PER WEIGHT’ BASIS UNLESS OTHERWISE INDICATED. IT ISTHE RESPONSIBILITY OF CUSTOMERS TO PRESENT THE ISSUE OF STAIRS AT THE TIME OF BOOKING. 6) IF ACCESS TO DELIVERY IS MORE THAN 100 FEET AWAY 5¢/LB ADDITIONALLY WILL BE CHARGED. 7) CARRIER WILL NOT BE RESPONSIBLE FOR INVENTERIOR WORKING OF ELECTRICAL EQUIPMENT OR INTERIOR OF PIANOS.8) THE CUSTOMER IS RESPONSIBLE TO CHECK EACH ITEM ON THE TAG AND LIST WHEN THE DRIVER IS DELIVERING.9) UNDER 2000 lbs. MINIMUM WEIGHT 500 lbs. CHARGE $450 WILL APPLY. 10) BOTH PARTS AGREE TO SIGN THIS CONTRACT IN ENGLISH.11) STAIR CHARGES WILL APPLY IN BUILDINGS WITHOUT ELEVATORS. 12) IF THE DRIVER IS UNABLE TO PERFORM PICKUP OR DELIVERY DUE TO LACK OF PAYMENT, CUSTOMER ABSENCE OR OTHER DELAYS, 15% OF THE TOTAL WEIGHT CHARGES AND ANY APPLICABLE CHARGES WILL APPLY. AS WELL, DELIVERY WILL TAKE PLACE AT OUR EARLIEST AVAILABLE SCHEDULING AND SUBJECT TO DELAY.    Back Of the contract9. Valuation(1) The amount of the actual loss or damage not exceeding sixty (60) cents per pounds times the actual weight (in pounds) of the shipment, or the lump sum declared value, whichever in greater; or(2) The actual loss or damage not exceeding sixty (60) cents per pound of the weight of any lost or damaged article when the shipper has released the shipment to carrier, in writing, with liability limited to sixty (60) ends per pound per article.(3) No carrier hereunder will carry or be liable in any way for any documents, special jewelry, rare stamps, coins, antiques or for any articles of extraordinary value not specifically rated in the published classifications or tariffs unless a special agreement to do so and a stipulated value of the articles are endorsed hereon If you check it Industry Canada Website:http://www.ic.gc.ca/eic/site/oca-bc.nsf/eng/ca02029.html The Consumer Checklist for Choosing a Moving CompanyWhat is replacement value protection?Even with the best mover, you need to know how you can protect yourself:·         First check with your insurance agent/broker to find out if your existing household policy provides coverage during the move, and if so, what is the deductible. Make sure that your policy provides you with no less than "All Risks" coverage, because any less coverage leaves you exposed.·         Then check with the moving company for the cost of Replacement Value Protection. This means that the moving company agrees to be legally liable up to an amount that represents your estimate of the value of your property being moved. Often that amount is arrived at by multiplying each pound of weight of your shipment by $10.00 – but that is just a rule of thumb. Make sure that the total amount of declared valuation is enough to replace all of your furniture and personal effects. Make sure that you get Replacement Value Protection and NOT depreciated value only.·         Ask the moving company for written material that explains how the Replacement Value Protection works.·         Ask the moving company for information on how to make a claim, and what the time limit is for making a claim.·         Identify the difference of liability between owner-packed versus mover-packed cartons and special care items (i.e. glass, marble, and other "at owner's risk" items that are not packed professionally).·         If you don't buy Replacement Value Protection, the moving company is usually liable only up to 60 cents per pound of any article that may be destroyed or lost. (For a typical television set, that's about $30.)·         Be sure you have adequate protection either through your own insurance policy or through the moving company's Replacement Value Protection.RegardsDavid A.

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

[redacted] Mr. [redacted], he never buy any replacement insurance and he claimed that nobody told him. Our confirmation e-mails, it shows very clearly that we have just basic cargo  insurance which is 60 cents with $350.00insurance deductible. We don't sell insurance and we are not an...

insurance company. Customer should buy replacement insurance from home insurance companies or 3rd party insurance companies. The insurance Canadaus Van Lines carries is a basic standart liability.The item customer claim weights 300 lbs  x 60 cents = $180.00$150.00 - $350.00(insurance deductible) = -$170.00. As you see after insurance deductible, he is not entitled to received any refund. We will refund  $250.00 to him. Regards [redacted]

Initial Business Response /* (1000, 8, 2015/10/14) */
Hi Mrs. [redacted]
Mrs.[redacted] moved with us, and we tried to help her. Basically she didn't buy any replacement insurance. If customer didn't buy replacement insurance we have a basic cargo insurance which is 60 cents per pounds with $350.00...

insurance deductible. It's impossible we packed during pick ups, after we removed blankets. This is unacceptable for professional movers. We did our best for her shipments.
In the contract unfortunately she didn't buy the replacement insurance when this is the case; the shipment then travels under a standard liability.
The insurance Canada Us Vanlines carries is a basic standard liability. This insurance pays out at 60 cents per pound, with a $350 deductible, to be paid by the customer.

(The item you claim weights 300 lbs x0.60cent =$180.00)
$180.00- $350.00(insurance deductible) = -$170.00

It is always important for us to leave satisfied customers behind us and we do really want to resolve this issue for you, Even though her case is not entitled to receive any refund; We will send to her $200 for make happy to her.
Regards
David A[redacted]
Initial Consumer Rebuttal /* (3000, 14, 2015/11/05) */
I was mixed up, and confused by the date of response by my side. Any chance to reopen it? I will accept their offer.
Thanks in advance for your time and response.
Regards,
[redacted]
Final Business Response /* (4000, 16, 2015/11/16) */
Dear Mrs. [redacted]
We did our best for this customer, even she didn't buy any replacement insurance we tried to give her $200.00 (we waived $350.00 insurance deductible for her). We have a basic cargo insurance which is 60 cents per pounda with $350.00 insurance deductible. This customer wrote that looks like her love seat, twin bed etc. destroyed. Can you ask her still she is using those items or no? First her claim not as same right now what she is looking for.
We offer to her our best $200.00 (waived $350.00 insurance deductible.) If she didn't buy replacement insurance this is not our fault.
Kind Regards
Canadaus Van Lines and Storage Inc.
Final Consumer Response /* (2000, 18, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello,
For answering your question, yes, we are using the love seat and the twin bed; replacing the damaged items or repair them have a high cost that we cannot pay at this moment that is a new beginning for us. Besides, the library shelve, pretend play toy, the 3 drawers furniture, the fan, we could not use them.
We accept your offer.

Complaint: [redacted]
I am rejecting this response because:Yes my husband did swear at them after they threatened to charge us $1000.00 for long haul charges and insulted him repeatedly. I did state this in my complaint. He did do a charge back of the $200 deposit as I stated in my claim. I honestly did not know he did it at that time and yes we were having trouble with [redacted] then. it was due to the move to nova scotia that [redacted] was concerned with the charges. we had several items that we purchased online be effected by this. There is numerous items missing and damaged that are going to cost us over $2500 to replace or repair. Once Tony started to talk to us he stated in an e-mail on December 19, 2016 that he would give us the following as a settlement....These are his words..."Ok, I will send you $500.00 (plus $200.00 deposit + $350.00 insurance deductible I waived) for a total of $1050.00."In January I told Tony that I would accept that offer. He came back and said that we already received the deposit of $200.00 back and would send a cheque to me for $500.00.I asked him to check his math because it should be $850.00 after the deposit is removed. He told me not to insult him or play with words and said take it or you get nothing.  I have this in an e-mail. We were willing to accept the $850.00 for a settlement at that time but Tony said no.I don't know why David is now saying that I got $1050.00 from them.I HAVE RECEIVED NO MONEY FROM THIS COMPANY AT THIS TIME....Maybe they should also inform customers of the extra insurance that is available. No one explained anything to us. all we got was sign here that we picked up your stuff. We didn't even get a copy of the paperwork until our stuff was delivered, which was late, missing and damaged.We will still accept the $850.00( $500.00 (plus $200.00 deposit + $350.00 insurance deductible I waived) for a total of $1050.00 - $200.00 deposit = $850.00) that was offered to us before but not a penny less.
Sincerely,
[redacted]