Canadian National Van Lines

Complaint [redacted] I am rejecting this response because: at no time was the importance of insurance explained to meIt's the last item on the quote, and all the paperwork was signed off in the dark, and was not explained at that time eitherThe driver showed up over hours late, and the final piece was loaded onto the truck at approx 2:30amWe were told that we needed to wrap the furniture to protect it and paid a premium for it, but all of the damages occurred to these pieces, and pieces were left outside, so some of the boxes were wetAlmost all of our furniture is solid wood [redacted] If Hanna [redacted] would have let the drivers know the load was postponed the damage would not have accruedThe weights that were provided are also way offI do believe the weight of our shipment was claimed to have been almost 7,000lbs with no evidence of thisIf this is true (what was paid for)We would be willing to settle for $3000, which is less than 40% of what we paidThis would be fair for both sidesThere has to be liability to the company as they were negligent in communicating with the drivers, they were late hours, did not explain the importance of the extra insurance, [redacted] Sincerely, Keith [redacted]

Complaint: [redacted] I am rejecting this response because: I called my self three times and try to reach out to Canadian National VanThere was no response from the company I have no records of any email, follow up from Canadian National Van, after sending out the damage claim form to the company [redacted] When and how you plan to aid the DAMAGE!If was missed please re-email again.Credit, on the other hand, can NOT BE MISSED I received a ***statement in my mail box- and there is NO refund from the company/Canadian National Van LinesTo make sure I also called "***" on 5Th of August/asking the same question- if there is any credit issued to my *** card issued from Canadian National Van Lines Answer - NONEThe only transaction with Canadian National Van Lines processed via my credit card was the payment processes on 4th of July 2017.Moreover, I did do not receive a phone call letting me know what is the final amount of payment - I could produce and have ready the bank draftThe final bill was adjusted - audited by the company; you add an amount that was not on the original document that I sign, The final total, including the taxes, was different from the amount calculated on the date of picking up my furniture in Toronto, ON_____________________________________Door To Door - Loading and offloading services and labor included.Wrapping of all larger items using Specially Padded moving blanketsPreparation of descriptive inventory on pick up date (origin) using color coded tags and numbering system to ensure that every piece is accounted for at destination.Only basic disassembly on pick up date to ensure the safety of the items during transportation.________________________________________________________Final delivery to your new residence – should you require in-transit storage, re-deliver to the final residence is included in the quoted price.________________________________________________________Your moves did not provide - Padded moving blankets, instead, they used bubble wrap and charge me for it, Almost all of my furniture pieces are damaged/some pieces are more severe than others!as I stated before your moves (in Toronto) have been given a tip - all three of themAlso my mattresses (newer about 3-years old, have been taken by the movers, as I try to make the move as small as possible) I am asking for the $warehouse fees, packing $(bubble wrap that was useless - company failed to provide the moving - blankets to protect the furniture) and the % of additional charges add to my final bill, to be refund - return to my credit card, with a copy of the REFOUND-proof of the transaction to be email to me Sierencly, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response is far from satisfactory to meThe answer from a moving company is based only on the fact that they offered me an additional insurance coverage and I did not accept it.SO, in their words it means that they received a "cart blanch" to destroy and damage my property I trusted them to deliver, and some of the furniture totally disappeared, some very valuable items were stolenDo they have the right to bring me damages for more than $thousand only because I did not accept their additional insurance?Their business license should be taken from them and they should never have doing moving business[redacted] Sincerely, [redacted]

Canadian National Van Lines transported the household goods of Keith * *** from Ontario to Alberta.Once delivery was completed, Mr*** reported that some damages took place during storage and transportation of the household. CNVL accepted the claim and processed it based on
the coverage that the client had with the move.The coverage was clearly confirmed with the client prior to the move taking place and provided options for coverage. Coverage was confirmed via email quote, via moving agreement in writing and a moving contract was signed confirming that declared value coverage was declined by the client. Please find attached emails for confirmation.The claim was processed based on the basic coverage of cents per pound per article.CNVL would like to offer the client a refund of $to satisfy the situation and resolve the issue

Thank you for providing us the chance to respond to this complaint We appreciate your business and value your feedback and concerns.The customer contacted CNVL for her upcoming move from Toronto, ON to Nanaimo, BC In response to the quote request, we confirmed that each long distance
move requires a minimum charge based on the inventory list that is provided to us at the time of booking the move or prior to pick up date The customer provided us with a detailed inventory list of her items to be moved, and in return a quote was provided based on lbs and based on the customers request.The goods were picked up and we charged the customer only based on the quote and minimum charge of lbs As per the customers agreement, every long distance move requires a minimum charge to move the household goods required The move was quoted, confirmed and charged at lbs The customer received everything in writing to confirm the quote and the charges, as well as signed a moving contract on May 30th, to confirm the same.We have attached the emails confirming the same.The goods were picked up and delivered on time We are not sure where the issue lies.As for the claim - the claim form was sent at soon as the customer reported any damages We received the claim form back on July 10th and confirmed receipt It was also confirmed that all claims are processed within 4-weeks of submission date At this time only weeks have passed Once the claim is reviewed and processed, a claim response will be sent to the customer All claims are processed based on the coverage that one has with the move.We sincerely apologize if there were any confusions about the time frame of the claim processing, however we do confirm that we did receive it and it will be processed within the time frame provided.As for the warehouse fee of $- this fee was waived by the sales person and charged by an error We sincerely apologize for this and we have already refund the fee back to the customer already

Complaint[redacted]
I am rejecting this response because: at no time was the importance of insurance explained to me. It's the last item on the quote, and all the paperwork was signed off in the dark, and was not explained at that time either. The driver showed up over 6 hours late, and the final piece was loaded onto the truck at approx 2:30am. We were told that we needed to wrap the furniture to protect it and paid a premium for it, but all of the damages occurred to these pieces, and pieces were left outside, so some of the boxes were wet. Almost all of our furniture is solid wood. [redacted] [redacted] [redacted] [redacted] If Hanna [redacted] would have let the drivers know the load was postponed the damage would not have accrued. The weights that were provided are also way off. I do believe the weight of our shipment was claimed to have been almost 7,000lbs with no evidence of this. If this is true (what was paid for). We would be willing to settle for $3000, which is less than 40% of what we paid. This would be fair for both sides. There has to be liability to the company as they were negligent in communicating with the drivers, they were late 6 hours, did not explain the importance of the extra insurance, [redacted] [redacted] 
Sincerely,
Keith [redacted]

Thank you for your response.Contrary to the customers complaints - our staff has always been responsive to every phone call and email and this can be easily proved by call logs and all the emails that have been responded to.Today - August 16, 2017 the client called and we have answered her concerns and confirmed that as per her request we will be responding to her concerns via the Revdex.com correspondence to ensure that there is a records of it and that responses can be later denied.The claim has been accepted and processed.  Please note that all claims takes 4-6 weeks to process from submission date, and we have made an exception and processed it earlier.  Please refer to the claim response attached.Please note that all claims are processed based on the coverage that the client had with the move, which was clearly confirmed prior to moving day.  We confirm coverage with each client by sending everything in writing to avoid confusion.  The coverage is confirmed by (1) moving quote and (2) moving confirmation email and (3) Bill of lading.  We have attached copies of the same.In-Transit CoverageBasic Liability – Movers Liability is at a standard rate of 60 cents per pound per article based on Moving Industry Standards.Valuation Coverage – Valuation Coverage is available at the rate of $40.00 per every $1000.00 of declared value.  This must be pre-arrange and requested in writing at least (one) 1 business day prior to the scheduled moving date.Deductible – This is applicable once per claim at $425.00 regardless of the level of coverage.Third Party Coverage – We strongly recommends checking with your homeowners or rental insurance provider to ensure that you have proper coverage in place during transportation.As for the charges.  the customer requested a refund of the warehouse handling fee of $97.00 which we will happily process. It looks like the credit card company denied the credit, so we are happy to offer an email transfer.As for the packing charges of $80.00 - those were for a wardrobe box which was provided and packed @ $25.00 + Plastic wrap for $20.00 plus bubble wrap @ $35.00 for a total of $80.00 which was signed and initialed for.  As per the confirmation email attached - it clearly states that packing charges may apply and those would be extra.  [redacted] signed and initialed for those charges and the packing services were performed and packing materials were provided.  Therefore this charge is not something we can refund.Extra Fees and Applicable Extra chargesPacking Materials – Extra fees are applicable for any extra packing or materials required to protect or pack your items within your shipment.Packing Services – Extra fees are applicable for packing services should this service be requested/required prior to transportation.Storage – We offer 30 days FREE Storage starting from pick up date.  Additional storage charges are based on a monthly rate based on ACTUAL size and the weight of the shipment.  Storage is charged only on a monthly rate.Stairs Fees/Long Carry – Extra service fees will apply if the crew has to use stairs at origin or destination to haul shipment to destination.  Extra service fees will also apply if there is a long carry at either pick up or destination.The final payment for the move is due upon delivery and the client has many options to pay.  However, it is clearly confirmed that if the client chooses to pay using a credit card there would be an extra processing fee of 3% applied to the total amount.  We offer many option plans and the client is not forced to pay using this method it is their own choice.  This was also confirmed at the time of booking prior to the moving taking place. Please refer to the moving confirmation email attached.  This is not a fee that we can refund as the client choose this payment method.Payment Methods:Cash – receipt will be provided at destination by moving crew.Bank Draft/Certified Cheque – Payment must be made out to Canadian National Van Lines Inc.  We accept Bank Draft or Certified Cheque.  Full payment must be provided to the driver BEFORE the truck is offloaded.MasterCard or [redacted] – We accept payment via MasterCard or [redacted].  If you wish to pay using your card for your move, there will be a 3% additional processing fee to all MasterCard and [redacted] payments.  The Cardholder and the actual physical card MUST be present at the time of payment.  Photo IDs are required.Email Transfer – This payment term can only be used if the Email transfer is sent and accepted at least 1 business day PRIOR to delivery.IMPORTANT NOTICE – Payment for the move is due in FULL upon delivery before the truck is offloaded at the point of destination.  Please ensure that the payment is ready for the crew at the time of their arrival to avoid extra charges.  We do not accept personal/company cheques or debit cards.We are however, happy to offer an email transfer for a total of $101.85 for the warehouse handling fee.  As soon as we hear back from the client, we can issue the email transfer.  Please confirm which email address you would like this forwarded to.

Complaint: [redacted]
I am rejecting this response because: I called my self three times and try to reach out to Canadian National Van. There was no response from the company.  I have no records of any email, follow up from Canadian National Van, after sending out the damage claim form to the company. [redacted] When and how you plan to aid the DAMAGE!If was missed please re-email again.Credit, on the other hand, can NOT BE MISSED I received a [redacted]statement in my mail box- and there is NO refund from the company/Canadian National Van Lines. To make sure I also called "[redacted]" on 5Th of August/2017 asking the same question- if there is any credit issued to my [redacted] card issued from Canadian National Van Lines.  Answer - NONE. The only transaction with Canadian National Van Lines processed via my credit card was the payment processes on 4th of July 2017.Moreover, I did do not receive a phone call letting me know what is the final amount of payment -  I could produce and have ready the bank draft. The final bill was adjusted - audited by the company;  you add an amount that was not on the original document that I sign, The final total, including the taxes, was different from the amount calculated on the date of picking up my furniture in Toronto, ON. _____________________________________Door To Door - Loading and offloading services and labor included.Wrapping of all larger items using Specially Padded moving blanketsPreparation of descriptive inventory on pick up date (origin) using color coded tags and numbering system to ensure that every piece is accounted for at destination.Only basic disassembly on pick up date to ensure the safety of the items during transportation.________________________________________________________Final delivery to your new residence – should you require in-transit storage, re-deliver to the final residence is included in the quoted price.________________________________________________________Your moves did not provide - Padded moving blankets, instead, they used bubble wrap and charge me for it, Almost all of my furniture pieces are damaged/some pieces are more severe than others!as I stated before your moves (3 in Toronto)  have been given a tip - all three of them. Also my 3 mattresses (newer about 3-4 years old, have been taken by the movers, as I try to make the move as small as possible)  I am asking for the $97.00 warehouse fees, packing $80.00 (bubble wrap that was useless - company failed to provide the moving - blankets to protect the furniture) and the 3 % of additional charges add to my final bill, to be refund - return to my credit card, with a copy of the REFOUND-proof of the transaction to be email to me.
Sierencly,
[redacted]

We would like to thank the Revdex.com for providing us with a chance to respond to the customers complaints.  Mr. [redacted] ordered moving services for his move from St John, BC to Ottawa, ON.  At the time when the move was booked it was clearly confirmed what coverage was...

included with the price which is 60 cents/pound per article for any damaged and/or lost items.  This is clearly confirmed with each client prior to the move taking place to ensure that each client has the opportunity to  purchase extra coverage for their move either through our company or a third party. The client was sent 2 different confirmation emails and a quote which clearly confirmed the coverage in the following way:In-Transit CoverageBasic Liability – Movers Liability is at a standard rate of 60 cents per pound per article based on Moving Industry Standards.Valuation Coverage – Valuation Coverage is available at the rate of $40.00 per every $1000.00 of declared value.  This must be pre-arrange and requested in writing at least (one) 1 business day prior to the scheduled moving date.Deductible – This is applicable once per claim at $425.00 regardless of the level of coverage.Third Party Coverage – We strongly recommends checking with your homeowners or rental insurance provider to ensure that you have proper coverage in place during transportation.  The extra coverage was not purchased through us and no extra value was declared.  The client also signed a Moving Contract confirming basic coverage only.Once the shipment was delivered the client advised us of some damages that took place during transportation.The claim was accepted and processed based on the coverage that the client had with the move on the coverage of 60 cents per pound per article. Based on this coverage and the items claimed the result was as follows:Total weight of claimed items = 505 lbs505 lbs @ 60 cents/pound = $303$303.00 - $425.00 Deductible = -$122.00as a courtesy we have offered the client a refund and he has declined it.  We are still offering the client a refund of $80.00 as a courtesy.Please  advise us if this is still agreeable and I would be happy to arrange payment upon receipt. Note: We have attached both of the confirmation emails where coverage is clearly confirmed and offered to the client.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response is far from satisfactory to me. The answer from a moving company is based only on the fact that they offered me an additional insurance coverage and I did not accept it.SO, in their words it means that they received a "cart blanch"  to destroy and damage my property I trusted them to deliver, and some of the furniture totally disappeared, some very valuable items were stolen. Do they have the right to bring me damages for more than $27 thousand only because I did not accept their additional insurance?Their business license should be taken from them and they should never have doing moving business.[redacted]
Sincerely,
[redacted]