Cardinal Moving Systems

First, we would like to apologize for any inconvenience that the
customer may have experienced.  It is
never our intention for our customers to be less than satisfied with our
services. 
 
Size of Truck:  On the Hawaiian Islands the roads will not
handle the larger...

trucks.  Therefore, our
estimators do their best to quote as close as possible to the exact amount of
cubic feet (based on the inventory list that the customer provides).  The customers provided our estimator with a
smaller inventory list (100 medium boxes, a [redacted], king bed, tv, queen bed,
2 storage cabinets, dorm refrigerator, double dresser, bookcase (110 pieces) which
totaled approximately 850 cubic feet. The estimator requested a vehicle which
could accommodate the cubic feet estimated based on the customer’s inventory
list).
 
Increase:  Upon arrival to the origin the crew began to
load the items which they could identify from the inventory list the customer
provided.  When they realized that there
were more items they ceased from loading the truck, completed a revised
estimate to include the price for the additional items and/or the additional
services which were required to complete the entire move as the customer
wanted.  At this point the customer had 3
choices:
 
1)  They could have told the movers not to load
any additional items or not to provide any additional services.  Then the customer would be responsible for
the shipping of any additional items. 
The price would not increase if the order for the move remained the
same.
 
2) The customers could have
agreed to the revised estimate and instructed the movers to pack and load all
their additional belongings and they will take responsibility for the
applicable charges for the additional services and the additional space
required to ship their items. 
 
3)  The customers could tell the movers to stop,
unload the items which were loaded (from the original inventory list from the
customers) and they would forfeit their $100 deposit paid, and possibly have a
cancellation charge. 
 
The customers chose the second
option, they signed the revised estimate instructing the movers to pack and
ship all their items.  There were approximately
85 additional pieces which were not listed for the estimate, therefore they
were not included in the price of the original estimate.   
 
[redacted] Crate:  [redacted] and the crate for the [redacted]
were included in the original estimate so the cost for this was no surprise and
it was agreed upon with the customer before the day of the move.
 
[redacted]:  Just to clarify, Cardinal is NOT part of
[redacted].  [redacted] bought out all their
competitors so they are the only company who ships containers to and from the
Hawaiian Islands.  Cardinal books many,
many moves to and from the Islands, therefore it is very beneficial for both
companies to work “hand-in-hand”.  
However, we are not “part” of [redacted]. 
 
 Lost/Damaged Items:  The customer filed a claim with our 3rd
party claims company CSI.  However, the
customer did not supply supporting evidence or supporting pictures to show the
Cardinal is responsible for the loss or damages and the items were not
previously in poor condition.  On
07/24/15 CSI emailed the customer a settlement offer based upon what was
determined as our legal liability (without pictures or evidence for many of
their claimed items, the settlement offer still came to $183.00). 
 
It is required that if a customer wishes to accept that
settlement offer as satisfactory resolution for their losses that the customer
advises CSI (or us) within 30 days of the settlement offer or the claim is
closed as “lack of interest”.  The
customer did not respond.  They instead
filed this complaint. 
 
As a customer courtesy only, we would like to extend the
time for the customer to file a dispute with CSI.  The dispute process is offered to allow the
customers the opportunity to submit any evidence that they did not for the
initial claim (any additional pictures, provide any missing information, etc.).  Then, a Senior Adjuster will re-review the
claim, taking into consideration all the evidence (new and old) to see if any
adjustments can be made to the settlement offer.  The instructions for filing a dispute are
provided at the bottom of the settlement letter or they can send an email
saying they do not accept the settlement offer and they wish to file a dispute
to [redacted] .  The customer can also contact CSI directly at
[redacted] Monday through Friday (EST) 9 am to 12 pm and 1 pm to 5 pm.  We only wish to extend this offer to the
customer until the 30th of October, 2015.  That is double (almost triple) the time that
is allowed.  If we do not hear from the
customer by 10/30/15 we will advise CSI to close the claim permanently as “lack
of interest”. 
 
We regret 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 in this matter.

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]

First, we would like to apologize for any inconvenience that the
customer may have experienced.  It is
never our intention for our customers to be less than satisfied with our
services. ...


 
Size of Truck:  On the Hawaiian Islands the roads will not
handle the larger trucks.  Therefore, our
estimators do their best to quote as close as possible to the exact amount of
cubic feet (based on the inventory list that the customer provides).  The customers provided our estimator with a
smaller inventory list (100 medium boxes, a [redacted], king bed, tv, queen bed,
2 storage cabinets, dorm refrigerator, double dresser, bookcase (110 pieces) which
totaled approximately 850 cubic feet. The estimator requested a vehicle which
could accommodate the cubic feet estimated based on the customer’s inventory
list).
 
Increase:  Upon arrival to the origin the crew began to
load the items which they could identify from the inventory list the customer
provided.  When they realized that there
were more items they ceased from loading the truck, completed a revised
estimate to include the price for the additional items and/or the additional
services which were required to complete the entire move as the customer
wanted.  At this point the customer had 3
choices:
 
1)  They could have told the movers not to load
any additional items or not to provide any additional services.  Then the customer would be responsible for
the shipping of any additional items. 
The price would not increase if the order for the move remained the
same.
 
2) The customers could have
agreed to the revised estimate and instructed the movers to pack and load all
their additional belongings and they will take responsibility for the
applicable charges for the additional services and the additional space
required to ship their items. 
 
3)  The customers could tell the movers to stop,
unload the items which were loaded (from the original inventory list from the
customers) and they would forfeit their $100 deposit paid, and possibly have a
cancellation charge. 
 
The customers chose the second
option, they signed the revised estimate instructing the movers to pack and
ship all their items.  There were approximately
85 additional pieces which were not listed for the estimate, therefore they
were not included in the price of the original estimate.   
 
[redacted] Crate:  [redacted] and the crate for the [redacted]
were included in the original estimate so the cost for this was no surprise and
it was agreed upon with the customer before the day of the move.
 
[redacted]:  Just to clarify, Cardinal is NOT part of
[redacted].  [redacted] bought out all their
competitors so they are the only company who ships containers to and from the
Hawaiian Islands.  Cardinal books many,
many moves to and from the Islands, therefore it is very beneficial for both
companies to work “hand-in-hand”.  
However, we are not “part” of [redacted]. 
 
 Lost/Damaged Items:  The customer filed a claim with our 3rd
party claims company CSI.  However, the
customer did not supply supporting evidence or supporting pictures to show the
Cardinal is responsible for the loss or damages and the items were not
previously in poor condition.  On
07/24/15 CSI emailed the customer a settlement offer based upon what was
determined as our legal liability (without pictures or evidence for many of
their claimed items, the settlement offer still came to $183.00). 
 
It is required that if a customer wishes to accept that
settlement offer as satisfactory resolution for their losses that the customer
advises CSI (or us) within 30 days of the settlement offer or the claim is
closed as “lack of interest”.  The
customer did not respond.  They instead
filed this complaint. 
 
As a customer courtesy only, we would like to extend the
time for the customer to file a dispute with CSI.  The dispute process is offered to allow the
customers the opportunity to submit any evidence that they did not for the
initial claim (any additional pictures, provide any missing information, etc.).  Then, a Senior Adjuster will re-review the
claim, taking into consideration all the evidence (new and old) to see if any
adjustments can be made to the settlement offer.  The instructions for filing a dispute are
provided at the bottom of the settlement letter or they can send an email
saying they do not accept the settlement offer and they wish to file a dispute
to [redacted] .  The customer can also contact CSI directly at
[redacted] Monday through Friday (EST) 9 am to 12 pm and 1 pm to 5 pm.  We only wish to extend this offer to the
customer until the 30th of October, 2015.  That is double (almost triple) the time that
is allowed.  If we do not hear from the
customer by 10/30/15 we will advise CSI to close the claim permanently as “lack
of interest”. 
 
We regret 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 in this matter.

Initial Business Response /* (1000, 8, 2014/08/27) */
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.
Delay: The customer was asked what the...

date will be the first available date they will be ready for delivery. The customer stated 06/08/14. From that date we have up to 45 business days to attempt the delivery of the shipment. The 45th business day was 08/21/14. Yes, we do allow $30 per day for every business day beyond the 45 business days. The amount is discounted from the final payment at the delivery. Our company is very responsible at compensating for any delays.
Lie: We apologize if the customer may have been misinformed about the delivery of their shipment, but there is no reason for our staff to "lie". Everything that was agreed upon is in writing and is provided to the customer for review at their own convenience before the move, and copies of the shipping documents are also provided at the origin during the pickup. Further, we have addressed this possible miscommunication with all of our sales representatives to insure there will not be a repeat occurrence of this nature in the future. We want to thank the customer for bringing this to our attention.
We regret that the customer felt the need to file a complaint with the Revdex.com. We trust that the above explanations enable them to better understand our position in this matter.
Final Business Response /* (4000, 12, 2014/09/04) */
Yes, the customer is correct; the "8th" was a typing error. It was June 18th that he had chosen for the first available date he could accept delivery.
We will again reassure the customer that whether we refund our customers by reducing their final bill the amount due for any delays or whether we issue a check to them, the customer absolutely will be credited/refunded/provided the $30 per business day for each business day beyond the 45th. Yes, the amount will be based upon the date of delivery.
Moving is stressful even if everything is going smooth for your move. Cardinal has apologized for the inconveniences caused to the customer due to our scheduling delays, and we sincerely mean that. We will take care of our customer. It is our policy (not regulations or laws) that we comp our customers the $30 per business day beyond reasonable dispatch (which we determine what our "reasonable dispatch is" as does every carrier in the nation). The law states each carrier determines what defines delay and decide if they will compensate the customers if they are late. Our interest is in providing our customers with the best moving services we can and leaving our customers nothing less than satisfied (preferably very happy!).
We regret that he customer felt the need to continue their complaint with the Revdex.com. We trust that the frustration he speaks of in his complaint is not long lived and the above explanations enable them to better understand our position on these matters.
Final Consumer Response /* (2000, 14, 2014/09/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was informed by a Cardinal shipping logistics department employee that my shipment was placed on a container and shipped from Los Angeles on Saturday August 30th. with an estimated time of delivery 7-10 days from August 30th. On arrival of my boxes, I will verify the total number of boxes have arrived ( 105 ), I will also determine if there is any damages or losses, after which I will report my findings to the company that manages customer claims from whom I have received an email correspondence requesting the final disposition of my order, #[redacted].

The movers were very professional, warm and friendly. They provided the service I needed from A-Z. They happened to make me feel very secure with everything. They showed a lot of respect to all of my belongings and took great responsibility. This moving company is definitely recommended!!!

Complaint: [redacted]
I am rejecting this response because:CMS is trying to not accept its responsibility for its negligence.I did file 3 claims all for damaged wood furniture. I rushed the first Claim for major breakage claim, while the second and third were cracks and scratches not discovered during the initial unpacking. Overall, 7 pieces of rosewood furniture sustained major to minor damages. These were almost 50% of my rosewood furniture. I had never had such poor moving experiences in my past 6 international and domestic moves.These damages were not results of an single accident, but CMS's negligence and lack of professionalism in handling heavy rosewood furniture. CMS should bear the responsibility to compensate the customer for such losses.CMS has proposed to settle the claim by merely paying 0.60 per lb of damaged items, but used an unrealistic low weight for the computation. CMS demanded proof of actual weight I submitted. I have since visited major rosewood furniture stores to obtain actual weights of similar furniture, but so far no response from CMS.  My furniture were antique rosewood furniture produced 80 years ago and bought over 20 years ago, with weight and value far exceeding the new furniture.CMS has also calculated storage period in a deceiving and misleading manner. The total storage period not only include the time actually in warehouse but also the time during actual transit. It started on the date the household ware was picked up. In this manner, CMS has charged the customer for both shipping as well as storage. So CMS's so call free one month storage is actually handling and shipping time not storage.I sincerely hope you could convince CMS to live up to its responsibility, in order not to lose more customers. Sincerely,
[redacted]