Cardinal Moving Systems

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

We apologize to our client for any confusion regarding the vehicle transportation. While we do not physically transport vehicles, we do assist clients to be in touch directly with a third party agency that transports the vehicles. Our third party agency [redacted] has already reached out...

to this client to rectify the $200 discrepancy and refunded this amount back to her card. We apologize for any miscommunication or inconvenience this may have caused. Please feel free to contact us with any further concerns.

Initial Business Response /* (1000, 5, 2014/06/03) */
First we would like to apologize for any inconvenience the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services.
Car Transportation: We apologize for...

any inconvenience as we do not directly transport our customer's cars. We go out of our way assist customers in finding a reliable company who transports cars; we contacted a company for the customer and gave him information for the transportation of his vehicle. Any sales representative cannot give the date or ETA for the transportation,it is up the company who performs the transportation to coordinate the delivery ETA (Estimate Time of Arrival).
The customer requested to have his shipment picked up on 08/30/14, and on 05/09/14 the customer canceled his move. We respectfully request for the Revdex.com to close this complaint as satisfactorily as we did refund this customer his full deposit in the amount of $150.00 on 05/21/14. As for the expenses the customer endured for the car rental, it is not our legal liability for the compensation of any personal expenses. We regret the customer found it necessary to file Revdex.com complaint but we trust that the above explanation enables them to better understand our position in this matter.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did receive the $150 back in my account, but it took getting the Revdex.com involved! They pretty much told me I'm on my own when it comes to the car rental. I don't think the people who booked my car should have told me that my car was going to be there when it really wasn't. I have a friend who, this exact same thing happened, but they did not get the Revdex.com involved I think this company should be further investigated. I know on my end I will never use them again, and I definitely would not recommend them to anyone I know. Thank you for getting me my $150 back. I did not schedule anything on 8/30/14 to be picked up. The gentlemen I spoke with asked me when I would be moving, I said sometime at the end of august or early September. I called to cancel, because they said that was the only way for me to get my $150 back. As far as the agent not being able to tell me an ETA, [redacted] told me if my car was oicked up by the 30th of April, it would def be on island by the 14th or 15th of may I have that in writing, so for them to write in the response that their agents can not tell their customers an ETA, that's untrue. They never addressed why none of the phone calls or emails were returned when I tried to reach [redacted]. I felt as though they were "covering" for him. But, in conclusion, I really appreciate the Revdex.com help with this matter. I don't think the $78 for the rental will be reimbursed, but that's OK. I hope this complaint will help somebody not make the same mistake I did and choose Cardinal Moving Systems!

First we would like to apologize for any inconvenience the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services.
In order to keep the cost of shipping household goods down to an affordable rate all moving...

companies must consolidate shipments. Per our Estimate and Bill of Lading governing this move, we have up to 45 business days from first available date to deliver shipments to or from the Hawaiian Islands. The customer's 1st available date they chose that they would be able to accept the delivery was May 22, 2014. This would make the last day we could deliver and still be able to be considered within reasonable dispatch would be July 25th, 2014. We do not deny that we have experienced a delay at delivering the customer's items and will compensate the customer $30 per every business day after the 45th business day, July 25th. The total compensation will come off the balance of the move which is paid at the delivery before the unloading of the truck. Although we work very hard to meet our customer's requested pick-up and delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable. We are anticipating that our crew will reach the customer's destination on 08/30/14 or 08/31/14.
Further, we apologize that the customer felt that she was treated rudely by our representatives and/or management. This matter has been recorded and reported to administration to be addressed at the administrative level. We thank the customer for bringing this to our attention so we may work to avoid such complaints in the future.
We regret the customer found it necessary to file a Revdex.com complaint but we trust that the above explanation enables them to better understand our position in this matter.

Hello
Although the business referred us the their claim department, they do not appear to compensate costs of damages that were caused by their neglect. At all costs we would like to have the business do all in their power to locate our belongings since some items are irreplaceable and monitory compensations will not make up for them. 
The company appears to solve problems they do not want to face by referring them to their claims department. To give detailed description of every item and place value is unreasonable and we would like to find an alternative to this procedure. My thought on this is: How hard can it be to locate a dresser full of clothes and that is not packed in a box! 
Alternatively, although we have requested several times to respond to emails and phone calls and we did not receive any,  we found it necessary to make a complaint through the Revdex.com.
Thank you
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/03/17) */
First we would like to apologize for any inconvenience the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services.
This is in response to the customer's...

complaint, the customer is complaining of being misinformed of the actual facts of their moving time frame. Per our applicable tariff the customer was advised that the earliest available delivery date is the first date that both the shipper and destination location are available to accept shipment. This was not an appointment, only a target date that the dispatch department will take under consideration the requested date and will attempt to accommodate the customers' needs. However it is the customer's responsibility to provide the correct date to avoid unnecessary delays to which the customer understood at the time of pickup and their signature attests. The customer also states that they are not allowed to speak with anyone in regards to this matter. We would like to advise the customer that they are more than welcome to contact anyone in our office at any time during our normal business hours; however this matter can only be addressed properly with our dispatch department. We regret if the customer feels that no one was trying to assist them at the time of their call however we assure the customer that we were doing everything in our power to assist the customer and provide accurate information to the customer in regards to their shipment and the arrival of their goods.
Any our company regrets that the customer found it necessary to file a Revdex.com complaint, but we trust that the above explanation enables them to better understand our position I this matter. We request that this Revdex.com complaint be removed or actually reflect the facts.

Thank for your brining this matter to our attention.  The customer has filed a claim which we responded to. He then filed more items to his claim, which we responded to. Customer then filed a third revision adding more items, which we responded to.  Customer has provided information for...

furniture items that are not his exact items, but that he states are comparable for us to review at a higher weight.  We have received this information and are reviewing it to see if we can make a 4th offer to the customer to settle this matter.  We appreciate the customers patience and thank him for choosing Cardinal Moving Systems.

Initial Business Response /* (1000, 5, 2014/07/03) */
First we would like to apologize for any inconvenience the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services.
The customer says that our website...

portrays misleading information regarding our company and the services we offer. However, we beg to differ in opinion; and so do 98% of our customers. It is unfortunate that the customer felt that the transport of their automobile(s) was such a stressful event. That can hardly be blamed on Cardinal. We do not ship autos.
Overcharge: The customer claims there was an overcharge during their move. This is not the case. The customer had a very substantial increase in their inventory (almost TRIPLE the amount they advised us originally). When creating an estimate we are completely dependent upon the customer to supply a complete and accurate inventory list as well as advise us of their requests for any additional services they may require to complete their move. The customer originally requested an estimated price to ship 44 items/ 350 Cu. Ft. At the time of pick up the customer had 80 additional items (this now made their inventory pieces total 124 pieces) resulting in an additional 200 Cu. Ft. Also at the time of pick up the customer needed to be provided packing material and services which added another $300.00 to their charges. Below please see the breakdown of the customer's charges.
Charges Breakdown:
Original Estimate: 350 Cu. Ft @ $8.75 per Cu. Ft. = $3,062.50
Coupon/Discount: = -$150.00
ORIGINAL TOTAL: = $2,912.50
Revised Estimate: Customer adds 200 Cu. Ft. @ $10.00 = $2,000.00 (Per our Tariff any additional items will in Cu. Ft. will be charged at $10.00 per Cu. Ft)
Packing Materials: = $300.00
Original Total: = $2,912.50
GRAND TOTAL CHARGES = $5,212.50
As detailed above, there was not an increase in the price without justification. The customer's inventory list and request for services changed substantially.
Car shipping: It is correct we referred the customer to an automobile shipping company, as that is a service we do not provide. This referral is done as a customer courtesy to assist our customers during their move. However, [redacted] is NOT part of Cardinal Moving Systems in any way. We just made a suggestion of the name of a carrier we have had other customers use (happily). Any business transactions with [redacted] do not involve Cardinal. We cannot be held responsible if the customer is unhappy with their auto transport, nor can we take credit if they do a good job. We regret the customer misunderstood this information over the phone.
Pickup dates: The customer requested for the window of 05/02/14 through 05/08/14 for the scheduled pickup dates, it shows this on the original estimate to which the customer agreed. The customer's pickup date took place on 05/08/14 to which their signature attests. We did pick the customer's items up within the estimated window that the customer requested and agreed to.
However, should the customers feel they are due compensation for any of the above complaints they are entitled to file a claim with our 3rd party claims company [redacted]. We have contacted [redacted] and provided them the basic information so they can initiate a claim file for the customers and assign them a unique claim id # of [redacted]. The customers were sent login email in order to file their claim online. The email sent allows them to file a claim for loss, damage, delay, overcharge, or complaint. Should they have questions about filing a claim they may contact [redacted] directly at [redacted] Monday through Friday 8 am to 5 pm (EST).
We regret the customer found it necessary to file a Revdex.com complaint but we trust the above explanation enables them to better understand our position in this matter.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Though this is the response I assumed we would receive, it is not, in my opinion, satisfactory.
First, I am surprised you would imply 98% of your customers are satisfied. In a simple search online, there are 20 of 28 reviews on [redacted] alone that are 1 star. Using this sample, I find it very hard to believe that 98 percent of all the clients you have serviced were completely satisfied. This does not even include the other clients that have raised issues with the Revdex.com based on your services.
Second, as stated in numerous other complaints on the Revdex.com website, you claim that the car shipping errors are completely out of your hands as you do not directly ship the vehicles. Here is my concern with this: When we hired you (Cardinal) and gave our money to you (Cardinal) we were never once told another company was handling the car shipping. When I called you (Cardinal) to speak to someone regarding the car, I was transferred to the 'Sales' department within your (Cardinal's) company. Not to a whole other company. You claim in your response that you 'refer customers' to [redacted] for auto shipping - that is extremely misleading and quite frankly, incorrect. I was never once told a name of a different company. In fact, the gentleman that contacted us initially for the auto information came from a Cardinal Services email address. How is that considered a referral? What is frustrating to me as the client is you are more than willing to take our deposit and funds, but when there is an issue, you push it off as if it is not your concern. That is simply poor business. And from the looks of other complaints, I am not alone in this fact.
Third, as for the pickup date issue, it was not in regards of the home items. It was regarding the car. The pickup was not scheduled within the reserved dates causing absolute chaos. The driver showed up, I was already in Hawaii, my husband at work unable to meet him, and the driver was going to charge us $200 to sit and wait for my husband to get off work. This then turned into a back and forth with Cardinal, my husband, and the driving company which was completely unprofessional and NOT hassle-free. It was a mess and absolutely poor service.
Fourth and finally, regardless of the fact of getting money back, your company functions on a very poor level. Customer service (both on home moving and car moving) were extremely poor and we as clients felt like we were inconveniencing the staff when we called. Staff members never responded to emails, I left numerous voicemails in the 'Sales' department for the auto shipping, and if I did get to speak to anyone it was dispatch who would simply transfer me somewhere else. Towards the end when I was up to my elbows in mess and tears, and I asked for a manager, I was transferred to voicemail where no one ever called me back.
To reiterate, your website claims the moves are dealt with by professionals, both courteous and helpful, and that moves will be hassle free. I stand by my statement that these are absolutely false statements and by no means reflect the actual services that your company provides.
Final Business Response /* (4000, 9, 2014/07/16) */
[redacted]/online complaint forums: [redacted] (as well as other online review sites) is a place to complain! If you have doubts about any company or any service you will find all the negative supporting information you would like to on [redacted] (or the many other online review sites which allow reviews to be posted without requesting any verification of an actual business transaction or substantiating evidence to support their complaint). People are quick to complain by posting negative reviews; but when you receive good service you do not take the extra time to write a review. However, these same people are not so quick to work towards finding an amicable solution to the problem; for some reason it is easier to spend their time writing complaints. The customer should look up the articles about [redacted] and extortion and take that information into consideration before passing judgment. We will provide them with one of the many reviews/articles about this alleged common practice.
[redacted] .
[redacted] is a public website which can damage any business under false pretenses. Nobody from any of these sites actually does anything to follow up and verify the customer has a legitimate business complaint, nor cares to hear the actual happenings of the situation should the company reply. You cannot put your trust in [redacted], or other online forums which allow anyone to create an account and post any opinion they would like; most of the time it ends up being "he said/she said" between the customer and the company. This is why we encourage the customer to file a claim; instead of going back and forth and using the Revdex.com as an online stage for an argument.
Auto Transport: Again, we do not perform the actual auto transport services. This is something we do our best to oversee and make sure that our customers get taken care of; but cannot take credit for. We have an established relationship with an auto transport company. Because of this established relationship our customers are given certain "courtesies" such as lower rates, guaranteed booking, guarantee that [redacted] is a legitimate auto transport business which is licensed & insured, etc. We try to communicate, again as a courtesy, almost like a mediator for both the customers and [redacted]. This is because we are experienced in the moving industry and can explain the breakdown of the pricing of the move for the customer so they may understand. However, it still does not change the fact that we are NOT the same company. We do what we can to keep our customers from being thrown to the "sharks" using some fly-by-night company who is not insured, is not bonded, is not even licensed. This can happen. We don't want it happening to our customers.
Pickup Date: We require our customers be available for the arrival of the truck for a 2 day window as the time of arrival depends on many elements which may be beyond our control. Our movers cannot predict when there may be extenuating circumstances and they may be delayed (i.e. when customers do not make themselves available as they had attested or if they may experience mechanical troubles - just to name a couple of possibilities). We do apologize that the use of [redacted] Transport was not satisfactory and we have addressed the customer's complaints; both among our administration as well as discussed the complaints our customer had while using their services with [redacted] themselves.
Service: We regret the customers were not satisfied with the services they received from either company. We "specialize" in vehicle shipping by having the knowledge of how the auto transportation industry operates, assisting the customers in obtaining shipping quotes from the third party companies, and providing further information to the customers regarding port drop offs and pickups. All final contracts for any vehicle shipments are done directly with the third party shipping companies and the vehicles are not under our contracts at all since we do not ship vehicles directly.
We always strive for our customers to be completely satisfied despite any unexpected situations that may arise. It is disheartening to know our customers will not base their evaluation of their services from Cardinal strictly on our performance in moving their household goods; which is what we were hired to do.
Further, the customer states once again, that her complaint has to do with the auto transport. The customer states in her rebuttal:
1.) Fourth and finally, regardless of the fact of getting money back, your company functions on a very poor level (This is a matter of opinion).
2.) Customer service (both on home moving and car moving) were extremely poor and we as clients felt like we were inconveniencing the staff when we called (Again, opinion; NOT fact).
3.) Staff members never responded to emails, I left numerous voicemails in the 'Sales' department for the auto shipping, and if I did get to speak to anyone it was dispatch who would simply transfer me somewhere else (The customer admits she called Cardinal about the auto transport which we do not perform, we were "mediating" to the best of our ability). When she would call "sales" in reference to the auto transport we would then have to contact [redacted] and make the request they call the customer with any updated information. [redacted] has proven themselves with our customers before and we had no reason to doubt they would make the calls and assist our customer. However, we do apologize that we did not follow up with a call to make sure the customer received the information they were calling about. We thank the customer for bringing this to our attention so we can avoid such future complaints.
4.) Towards the end when I was up to my elbows in mess and tears, and I asked for a manager, I was transferred to voicemail where no one ever called me back. (If customers would like a return call we need a voicemail stating the reason for calling, their information, and a valid contact phone number to call customers back).
Last, in the customer's opinion our services do not live up to their description online. We will reiterate that this complaint and the rebuttal are mostly referring to the customer's auto transport experience and the fact we are not to be held responsible for another company's performance; good or bad.
[redacted] is a neutral 3rd party claims company whose only responsibility is to analyze moving claims for many moving companies across the nation and determine their legal liability based upon the shipping documents and actual evidence. We have communicated with [redacted] who reports that the customer did successfully file their claim on 07/07/14. The claim is in line to be reviewed in the order it was received and within the timeframe that the law allows (up to 120 days from 07/07/14). Should [redacted] determine that we are responsible for any compensation, it will be based on our legal liability and provided directly to the customer. [redacted] does not pay anything as they just analyze claims-this is NOT insurance.
We regret that the customer felt the need to continue their complaint with the Revdex.com. We trust that the above explanations enable them to better understand our position on these matters.

Complaint: [redacted]
I am rejecting this response because:The alleged "48 hr notice" was the day I was called to schedule the delivery and was told "you will get a call tomorrow to confirm the delivery." It states in their response that this is normal verbiage and the person who told me that was unaware of "special circumstances." So that is the expectation they provided me. That call never came. When I spoke with Hawaii dispatch, [redacted] specifically stated to me "Well I WAS goin to reschedule you but because of the way you're talking to me, call the mainland." It is the Hawaii branch manager, [redacted], who refused to reschedule me therefore incurring additional charge. How is it possible that she unable to speak because I was irate? She ended the conversation by telling me what she would have done and instructed me to call the mainland. Not once did I swear or was condescending, but because I was firm in tone that they did not give me notice I was turned away. When I called the mainland immediately after speaking with [redacted], no manager would call me back and correspondence didn't occurs until I contacted Revdex.com. It is then I spoke with Manager [redacted], by her own admission states had [redacted] just rescheduled me, there would be no additional charges. [redacted] also states to me that the "24hr notice" is a minimum amount of notice and that's "implied" in the contract and 48 hrs is acceptable. A contract has it's stipulations so there is no room for implications. When I told her this she said "well we're not getting anywhere so I'm gonna hang up now." This company has the nerve to send me a form to set up delivery again and it specifically states "the scheduled delivery is not a guarantee." And it also underlines "you will be called A DAY BEFORE DELIVERY to confirm." So this "special circumstance" of the 48 hr notice they provided is just an excuse and expect me to agree to the terms they did not abide by in the first place. I did not request the reschedule date for 10/15, no one discussed another delivery date because I was the additional charges. I wrote to the owner of the company and received no response, so on 10/11 I deposited the $700 directly into their [redacted] account, contacted CMS and they told me redelivery is for 10/15. Well, they failed to deliver and they said I needed to agree to the form. I indicated redelivery for 10/20. I received correspondence back to wait for the 24hr notice, which again, has not come. Today is 10/20 with no word from Cardinal Moving Systems, still without my shipment even though I have met their demands. Due to their failed notice and the Hawaii branch manager turning me away and telling me to contact the main office, further delaying the process, I am not liable for the additional $700 and demand not only my shipment but also a refund of additional charges.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:CMS's current settlement is not acceptable and did not reflect compensation for CMS's negligence. I am still awaiting CMS's revised settlement proposal.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
[redacted] 
[redacted]After further review of personal property we have found a discrepancy in the numbers that were put on the moving boxes, some have 2 numbers on different ends of the boxes.  When they unloaded our items from their truck in Fresno, the three men were in a hurry and rushed to unload truck and did not allow us the proper time to see each numbered box, all they did was yell the numbers fast and it was difficult  to keep up, we asked them several times to slow down so we could catch up.   Please [redacted] letter regarding our claim.Thank you,[redacted] and [redacted]  
[redacted]

Complaint: [redacted]
I am rejecting this response because:All of the issues were not addressed. Asking the mover to not smoke outside was required because ALL of my doors and windows were open to air out his stink. It took a full 24 hours to get his filthy smell out of my home. I'm baffled Cardinal would take such a defensive stance in this matter without knowing that there are multiple restaurants across the street from my home that the mover could have used. Plus, the [redacted] had  already showed up in the last hour of the 4 day window I'd been given for delivery. Waiting 30 minutes for him to use another restroom would have benefited everyone from myself all the way down to the clients I had scheduled that day for photo shoots. Cardinal also did not address the fact that they falsely advertised that my items would be picked up and taken to their facility where they would be packed into their own individual shipping container.   Because they did not actually pack my things into their own container as id been told, there  was not a single box that was NOT damaged in my shipment. If I'd known my things were just going to be thrown around, damaged and tracked only by small stickers on the box, I would have NEVER used the company. I had very delicate antiques that were being moved and they were all broken. It seems Cardinal must be used to this type of things happening from how quickly I was told to file a claim and not have any of the issues addressed. I left multiple voicemails and not a single person called me back. This was without a doubt the worst experience I've ever had with a moving company and their response is incredibly unprofessional and disappointing showing they don't really care at all about their customers experience. I would like a refund of the monies paid for the move. Filing an insurance claim only replaces the things I lost. It does not cover paying for a service that was falsely advertised.
Sincerely,
[redacted]

The timeframe provided is an estimated time for the arrival of the truck; not a precise exact time that it will take to perform their move. If the customer would re-review the Long Distance Form they would see the part which clearly states that delivery timeframes are subject to change due to the many various unexpected possible situations which would cause a delay. The customer signed this form on 02/13/15 attesting that they understood this and agree to these terms. Further, we do offer guaranteed delivery service, that must be requested and paid for in addition to the price of the move.
As for the airline delay example, that was a hypothetical example to show that, just like airlines, the moving industry must continue with their route, that no they do not delay flights for a customer’s delay no matter what. Also similar to a bus, a train, purchasing concert tickets, or any number of things. They cannot meet every scheduling request made by every customer. There are still others’ whose items are on the truck and they are waiting for their items to be delivered as well.
However, this is one of the many reasons we outsource claims. [redacted] is a neutral 3rd party who can look at the evidence for each situation and make the determination based upon the law and facts. We communicated with [redacted] and they advised the customer has successfully filed their claim and it is in line to be reviewed in the order it was received. The customer should have some information about their claim on or before 07/26/15.
We regret that the customer felt the need to continue their complaint with the Revdex.com. We trust that the above explanation enables them to better understand our position on these matters.

This company provided the worst service imaginable. I moved from Hawaii to an international location, and every step starting from the pick-up to post-delivery has been a financial nightmare.
Please see my account of my dealings with Cardinal Moving:
1. 8/7/13 I contacted them to ask for a quote to ship my residential goods from Hawaii
2. 8/11/13 Received from [redacted] a bidding estimate of $3,325.00 with a delivery timeframe of 10-14 weeks. I paid $100 deposit to [redacted] over the phone.
3. 8/20-8/26 I packed my own goods into my own boxes. Created handwritten packinglist
4. 8/27/13 Movers arrive to pick up 11 boxes, one cedar chest, one surf board, one king-size headboard, two dressers, one large mirror. All in great condition.
-Movers scheduled to arrive at 1:00pm. Actual arrival 9:00pm.
-Moving crew arrives under the influence of alcohol.
-Moving crew expects a tip and names the proper amount.
-I sign moving forms and pay 60% of the moving costs: $1,964.40
-Moving crew leaves my apartment at 9:45pm
-Insurance purchased to cover $3,000
5. mid-September Shipment arrives in Los Angeles
6. 10/16/13 Shipment is held in a L.A. port awaiting departure. Departure delayed.
7. 11/6/13 Customs inspectors investigate the contents of my shipment. Additional charge of $75
8. 11/29/13 Insurance policy ran out, extended and paid for an additional month, and additionally another month while it's held in port.
9. 12/10/13 Paid the remaining balance to Cardinal Moving: $1,509.60
10. 12/10/13 Port of Lading documents done in error by Cardinal. Revision required by the national customs clearance. Shipment placed in warehouse. Daily charges accrued.
11. 12/11/13 Clearance company sends me a charge of $1,300 for port costs and warehousing. I am forced to pay.
12. Port workers go on strike. Shipment still in storage. (Just bad luck)
13. 1/10/14 Cardinal fails to pay the clearance company. Delivery halted. Threatened not to deliver until I pay the remainder balance.
14. 1/11/14 Shipment delivered to my apartment.
15. Damage noted on the headboard and a dresser. Insurance claim started. No insurance can be claimed, the policy is for total-loss only.
16. All boxes unpacked. Many expensive items are missing. Emailed Cardinal moving company and the insurance claims company. No chance of replacement.
As of October of 2014, there are additional costs and charges that were not paid by Cardinal or their international affiliate. A different clearance company is now putting my claim into collections and I am being sued presently.

Complaint: [redacted]
I am rejecting this response because:My contract was directly with this company, Cardinal. It was not until after I accepted the contract and they sent someone to take possession of the vehicle that I was told I must deal directly with their subcontractors to make payment. One west coast subcontractor was not interested in the quote I had from Cardinal and refused to honor it, demanding more money and threatening to strand the vehicle in Los Angeles unless I paid more. Cardinal did not assist. The subcontractor only refunded the overcharge when I posted a negative review via Revdex.com and [redacted], in an effort to get the review removed. At no time did Cardinal control its subcontractors or in any way assist to honor its contracted price.
Sincerely,
[redacted]

First we would like to apologize for any inconvenience the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services.
We are not trying to avoid the customer. We have asked the customer to please send us...

the receipts for those days that they did pay so we can submit them for possible reimbursement. We have not located any such receipts. IF the customer still has the receipts and would like us to submit their request for reimbursement to the applicable department please submit them immediately.
If the customer would like to file a claim with our 3rd party claims company to seek reimbursement they may do that instead. We have contacted CSI our claims service provider to initiate a claim file for the customer and allow them to file a proper claim. The customer was sent login information in order to file a claim online. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process. For further assistance with filing claims the customer may contact CSI directly at [redacted] or via email at [redacted] . Please provide Claim ID [redacted] when contacting CSI.
We regret the customer found it necessary to file a Revdex.com complaint but we trust that the above explanation enables them to better understand our position in this matter.

Overcharge: The customer still feels she was overcharged or charged unjustly for storage and redelivery. We have contacted [redacted] our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by law. The customer was sent login information in order to file a claim online. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations. Once the claim is filed it will be analyzed in the order it was received and compensation if due will be offered based on our legal liability and within the time frame allowed by law. For further assistance with filing claims the customer may contact [redacted] directly at [redacted] or via email at CLAIMS@[redacted] . Please provide Claim ID [redacted] when contacting [redacted].
We regret the customer found it necessary to continue their complaint but we trust that the above explanation enables them to better understand our position in this matter.

(The consumer indicated he/she DID NOT accept the response from the business.)
I talked to [redacted] on September 17 2014 @ 2:15pm. She told me that they wanted to reimburse us $30.00 a day for 24 days which equals $720.00. We excepted, She had faxed over a release form. I signed it and faxed it back to her. I emailed [redacted] on 2 different occasions asking if she received the fax, just like before no response.
I just don't understand why and how a company can treat customers this way. I didn't ask for unreasonable things. Just my goods that I payed for on time and the way they were shipped! I got neither.

Thank you for  this update.  All information that is sent prior to the move clearly notes that the we allow 30 days of storage from the date of pick up. If the customer had questions regarding this, them we would have been more than happy to answer any questions relating to this.  Our claims teams is reviewing the weights provided by the customer. We use a booklet developed by the military that simply gives averages on weights. We are sorry the customer wasn't happy with the services rendered.

[redacted] 
[redacted]Hello, Attached please find the requested contract confirming the customer signed for the free basic valuation of sixty cents per pound per item (see the bottom left part under valuation).  We use a booklet developed by the government for military claims that gives averages on weights.  We can use the actual weights of furniture if the customer can provide those. In this case, the customer has provided weights of furniture that is not his.  I’ve attached the preface of the weights booklet for your review. Please let me know if you have any questions.Best, Melanie