Center Point, LLC

Initial Business Response /* (1000, 5, 2016/08/22) */
On behalf of the carrier, I am sorry the customer could not report a claim free move. The carrier accepted liability for the reported damages, however: did not pay the amounts claimed because 2 of the items were disposed of prior to the...

inspection. The carrier has the right to attempt repairs and if repairs cannot be made, the carrier has the right to salvage if the carrier pays replacement cost. Without the opportunity to repair or salvage, the carrier paid half the amount claimed. The carrier participates in an arbitration program offered by the American Moving & Storage Association. They can be reached in writing. Their mailing address is [redacted] XXXXX. Thank you for allowing us the opportunity to explain our position.
Initial Consumer Rebuttal /* (3000, 7, 2016/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1- even based on the allied can lines claim adjustor, the allied Van lines was deemed responsible to make a payment minus deductible ( which is [redacted] per all the signed documents for all damages done. The company simply refuse to make payments and misquotes the deductible at a higher amount.
2- this company needs to make payment minus the deductible before any arguments about arbitration can be made. In this case the vanlines may need to answer to the court of law as all the evidence , pictures along with the drivers written statement clearly indicate there were many broken pieces and cited as " total loss"

Initial Business Response /* (1000, 12, 2015/07/31) */
Contact Name and Title: Cindy B. REG# XXXXXX
On behalf of the carrier, I am sorry the customer could not report a more favorable move. According to our records, the customer completed their own packing. Unless there are specific written...

exceptions on the delivery paperwork indicating the carrier mishandled the cartons, the carrier cannot accept liability for content damage as they had no control over how the items were packed.
The carrier participates in an arbitration program sponsored by the American Moving & Storage Association. Should the customer wish to pursue arbitration, she can reach them in writing. Their mailing address is [redacted], ** XXXXX.
OFFER:
Initial Consumer Rebuttal /* (3000, 14, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I packed all my items VERY well....they had my items for 24 days....who knows how it was handled in the truck until delivery? If the driver waited until I unpacked my items looking for damages....he would have been at my house for 3 days...do you suppose the moving company would have allowed that? The claim was only for $185.00 and the company states that I can take it to arbitration. It would cost ME $300.00 to do this....Does this make sense? They were 12 DAYS late on delivery as stated by their contract with me...who knows what went on with my items?
Final Consumer Response /* (4200, 22, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Do they copy these answers out of some "corporate guidebook"...it all sounds the same....Blah/Blah/Blah.....bottom line/ they do not address customer issues about the way items belonging to their customers are handled. I would NEVER use this company to ever move me anywhere/not even next door! Taking responsibility for such a small claim as mine and the way they have approached it...unacceptable in today's business world..
Final Business Response /* (4000, 20, 2015/08/10) */
Contact Name and Title: Cindy B.
The carrier does not expect a customer to unpack, rather; the carrier asks that the customer document any visible damage; including if a carton has been mishandled. The carrier cannot accept liability for content damage if the carrier did not pack the carton and there is no sign the carton was damaged in transit.
OFFER:

Initial Business Response /* (1000, 9, 2017/04/05) */
I have requested that the customer's claim be reopened and that the claim settlement be reviewed. The carrier will contact the customer in the next few days.
Initial Consumer Rebuttal /* (2000, 11, 2017/04/06) */
(The consumer indicated...

he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/07/22) */
We are very sorry for the damages which occurred to the customer's items. The claim was initially denied because the claim was received at our corporate office after the nine-month filing deadline. The claims adjuster would have no way of...

knowing that the customer had initially sent the claim to the origin agent. A repair service was assigned but the customer was too far from residence and could not accommodate an inspection appointment. It is the customer's responsibility to support their claim, and the carrier has the right to inspect any items which are claimed against it. Most repair services do not work on weekends. After a time, when the customer could not schedule a repair appointment, the adjuster closed the claim and paid a repair allowance based on photos supplied by the customer. The carrier's first responsibility and option is to repair; since we could not inspect the items to determine the nature and cause of the damage, and the specific costs to repair the items, an estimated cost of repair was the only option available. If an item can be repaired, the replacement cost would not be paid. Unfortunately, since the customer could not be available for inspection, there was no way to determine a specific settlement. The customer did not purchase "insurance", as we are not an insurance carrier. The coverage on shipments is released-rate Bill of Lading valuation. Under this option, movers are permitted to limit their liability for loss and damage. The pictures in question were not packed by the carrier and the customer was not charged for packing services for these items. As such the carrier would have no liability for damages to the items. the carrier did, however, pay a repair allowance on these two items as a gesture of goodwill.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response or their explanation. Contractually, their response is not valid or relevant. I purchased this coverage and paid for it in full. There is no stipulation in my contract which states I have to agree to an inspection nor do I have to agree to repairs. Ms. [redacted] indicated to me over the telephone it is not expressly stated in the terms and conditions but that it's implied in their process. The reason for contracts is because the terms and conditions are written to remove interpretation or bias.
I provided pictures of the damages along with my claim form. The pictures were not difficult to assess the damage. The moving company also logged each item and did not document that I had damage to these items before they were loaded onto the trailer.
There was no goodwill extended. The claims adjuster provided the quote and then they researched to minimize the claim. The claims adjuster admitted the 'mistake'. However, I do not feel I should be held for something totally out of my control. I requested packing materials and the moving company failed to provide them. I could not very well halt my entire move for their mistake. Yes, I was not charged for the materials but I also sustained damage. Monetarily the two are far from equal. I did not demand that the picture be replaced. I simply asked that the frame be replaced. The other one is not replaceable. It's one of kind so I guess that's ok, as long as they don't have to pay. It just speaks volumes for the ethics of this company. They have no problem taking my money but when things go wrong, they find every reason not to honor my claim. But contractually aside from the two pictures because 'the movers did not pack them' they are responsible for fair restitution. I do not have to bend over backwards, considering I am 3 hours away and not available during the week. The pictures provided are sufficient enough to determine the sustained damage. The drawer to my night stand is not repairable and if it were I would reject it. I request that Allied provide a copy of their contract, which will support and affirm my position.
Final Business Response /* (4000, 13, 2016/08/23) */
The customer may choose a furniture repair specialist that is more conveniently located and that will inspect on her schedule. She may then submit their report for consideration. The report must be very specific as to the nature and cause of the damage. Once we have received their report we will reopen her claim for consideration.
Final Consumer Response /* (2000, 15, 2016/08/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This appears to be an acceptable compromise and will arrange for someone more convenient with my schedule, as long as there is no additional cost for me to have a qualified person assess the damaged items in question. Once submitting the report, I would like to reserve the right to reopen this case if a satisfactory resolution is not reached for reimbursement. Thank you!

Initial Business Response /* (1000, 7, 2015/10/12) */
Contact Name and Title: Bridget, [redacted]'t to Pres
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@SIRVA.com
We are very sorry for the difficulties that the customer experienced as a result of the partial day delay in load, and in the...

damages which occurred to their household goods items.
The customer signed their Bill of Lading opting for the valuation coverage of 60 cents per pound to protect their items in the event of damage. The 60 cents per pound coverage is provided at no cost. There are options which provide a higher level of coverage, but there is a charge for those options. Once loading commences on a shipment, we are unable to change the coverage for which the customer has opted. We therefore had no option other than to settle the claim at the 60 cents per pound which had been chosen by the customer.
The Bill of Lading, which was signed by the customer 26 days before the scheduled load date, indicates a guaranteed price of $5270.50. This is the amount that was charged to the customer's credit card.
OFFER:
Initial Consumer Rebuttal /* (3000, 9, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
CASE # XXXXXXXX
Page 1 Bill of Lading states $5,270.50, but Page 2
shows NTE Reduction in containers/packing of $264.82. Therefore, total amount due should be $5,005.68. Another issue that was not addressed is missing boxes. Twelve boxes were missing, as documented by driver on Customer check-off sheet. Where is compensation? Do not have receipts for items having lived in house for 27 years. Last of all, any reputable company would have professional movers. The people were not that day. The normal movers called out sick. I don't know who these people were, but they couldn't be professionals seeing the damage and loss to everything.
Final Business Response /* (4000, 11, 2015/10/20) */
Contact Name and Title: Bridget, Asst to Pres
The $264.82 listed on the 2nd page of the inventory was to have been deducted had no packing been performed on the shipment. However, the crews did pack 6 mattress cartons and 4 mirror cartons, so the $264.82 could not be deducted since the service was performed.
Regarding the payment for the missing items, the customer did not provide us with a claim on those items. Noting the items on the check off sheet does not automatically trigger the claim process. A claim form must be filed listing all items which the customer feels are missing. The claim form may be accessed at www.allied.com - scroll to the bottom under "customer support". All claims must be filed in writing within 9 months of the delivery date. We are very sorry for the damages which occurred on the customer's move.
OFFER:
Final Consumer Response /* (4200, 13, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are dropping the complaint and see no use in moving forward. We don't have the money to pursue this. We are living on Social Security. So, once again the little guy losses. We won't be using Allied again or recommend them to anyone.
Thank you Revdex.com for at least stating our case and hearing our complaint.
Case# XXXXXXXX

Initial Business Response /* (1000, 7, 2016/01/18) */
Contact Name and Title: Bridget, As't to Preside
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@SIRVA.com
After reviewing the customer's claim and the repair firm's report, we will reimburse the customer for the television. A...

reimbursement amount will be determined based on the size of the customer's TV - their amount claimed is for a larger TV than what was moved.
OFFER:
$470.00
Initial Consumer Rebuttal /* (2000, 9, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the response from Allied to reimburse me for the damaged television and I accept their offer of $470

Initial Business Response /* (1000, 5, 2015/08/11) */
Contact Name and Title: Bridget K Asst to Pres.
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@SIRVA.com
On behalf of Allied Van Lines, I am very sorry for the difficulties that the customer has experienced on their move. I have...

addressed the situation with the agency principles at both Schick and Berger, and made them aware of the issues brought forth by the customer.
OFFER:
Initial Consumer Rebuttal /* (3000, 12, 2015/08/25) */

Allied Moving/Schick Moving Claim
August 24, 2015

I. Preface:
Of the 10 moves I have done in my lifetime, this was the worst, and most stressful move I have ever experienced. It was unprofessional, ill managed, and unsupervised, resulting in complete disaster. Numerous contractual commitments were broken. Furthermore, there was a complete breakdown in leadership.
1. The packers, Les and Vicky were generally uncooperative. They were insulting to me, the customer, and got into several loud and crude arguments with Ali, the Driver. I asked Ali to call Kevin, my Allied/Schick agent and get it resolved, and he said he didn't care about Kevin, "he is just a stupid salesman." And besides, Ali noted that he technically works for Berger, and not Allied or Schick, and therefore it was up to me to handle the problem. The packers refused to pack the glass on the curio cabinet, and refused to pack the grandfather clock as indicated in the contract. When I showed the packers the contract, they refused to read it, and said they do not take orders from Allied, Schick or drivers since they are independent. I asked them to call Kevin my agent, and they refused saying that they [redacted]'t work for Kevin, and that, "Kevin and his father can go to [redacted]". They later relented and reached a compromise with Kevin and the Driver.
2. The packers, and Ali were asked to specifically wrap and box the antique wicker tea cart , and they refused. It was later damaged in transit and is ruined. I had specifically addressed this with Kevin at the onsite inventory visit, and later with Ali, the Driver, and they both assured me that this would be protected properly.
3. Ali, the Driver, in our initial meeting said that he was not responsible for the loading job, and that he had no supervision responsibility for the loaders or the Packers. This was to be one of the main reasons why we had much of the trouble at loading and unloading time. More on Ali throughout...
4. The Bingo sheet. He laughed at the bingo (household goods descriptive inventory) and treated it with disdain. I doubt it was done accurately, or thoroughly. On the unload, he ignored the bingo sheet completely, and refused to keep track of the items, but merely checked them all off at one time and demanded that I sign it, and even argued harshly that he didn't want to write down the damaged goods, which I did partially on the worst items, much to his anger.
5. Choice to drive on an unmaintained road. No one properly informed me when the unload was going to take place, and it was just luck that I was present for the move. Ali did call me when he was 15 minutes away, to ask for the offramp, which I gave him specifically. Instead, he chose to take a shortcut on an unmaintained dirt one-lane fire road through the forest. The road had approximately 30 hoopdeedoos (closely spaced ups and downs of road elevation about 10 feet high), as well as many pot holes up to a foot deep that even a small truck would have difficulty avoiding. The road also had long stretches of washboard surface. It was there that all my belongings were subject to constant jostling, pounding bumps and potholes. It was a wonder the whole truck and trailer didn't get stuck. My belongings were certainly abused unnecessarily, and I consider this to be wanton negligence, and beyond coverage by the insurance. At least 30 boxes were crushed and I have attached many picture examples.
6. Ali arrived about 9am to unload, and immediately started to loudly complain about the driveway. He blamed me for the fact that the driveway was not good enough for his rig, and that he needed to get a shuttle truck. I was never at any time asked to describe the driveway, not am I qualified to do that anyway since I have never operated a large moving van and do not know anything about their driveway issues.
7. Insufficient workmen for the job. At 10:30am, the shuttle truck was on site, and three local workmen (two experienced, and one first time guy with NO TRAINING WHATSOEVER for unloading. Ali only worked part time because he spent a significant amount of time on his cell phone doing "business". So, we had two professional movers, and a trainee, and a part time driver to do the unloading. No unpackers had been called, and of course, Ali confirmed that he doesn't unpack packer's work or crates. He only helps the movers. As of this date, the crates and some of the company packed items are waiting to be unpacked according to our contract. I told him that we needed more people, and he said that wasn't his responsibility, even though now we had significantly more to do since the shuttle took much more time for the unloading process. He refused to exert any supervision on the loaders, claiming that they did not work for him. Leaderless, the workmen proceeded on a lazy pace. To summarize, there were a number of reasons that we only partially completed the move at 11:30 pm that night
8. Ali decided that he did not have the "equipment" to move the piano, nor did he have the time since it was already 11:30pm, so I reluctantly agreed to put in in the garage. Kevin has promised to help with this one, and I am waiting for Allied to send people that could move it; along with the packer to uncrate the rest of my belongings.
9. The fight with my neighbors incidents. After about 2 hours of actual loading, the workmen started to rebel (remember mostly unsupervised), saying they couldn't work without food. So I was extorted to buy them lunch. Giving Ali money to go buy lunch. Since he couldn't get the workmen to provide their car, he had to borrow my car. I reluctantly let him borrow it. On his return, he exceeded the speed limit for the neighborhood that is 20 MPH and upon his arrival was racing at 40 or 50Mph (neighbors said 90, but probably exaggerated). The road is dusty, and raised large clouds of dust. Angry, my neighbors came out of his house to remind him of the speed limit, Ali and the rest of the workman got into a crude and aggressive verbal fight that bordered on a fist fight. All the workman were taunting the neighbor. I broke it up. Even as the neighbor was walking away, the workmen continued to taunt him led by Ali. VERY UNPROFESSIONAL. Later the man returned with two buddies to make good the fight instigated by your Allied Ali and the workmen. Luckily, my lady neighbor next door, whom I had recently met for the first time, came out and diffused the altercation.
10. Broken and damaged items through negligence.
a. Antique end table: Table leg broken off.
b. House entry deck was damaged by dragging the Master Bedroom dresser. I requested that Ali use a blanket as protection, but they refused.
c. As a result of "b." above, the Master Bedroom dresser was also damaged on the bottom of the leg and on the top surface corner.
d. Picture and glass were smashed when a leg from a piece furniture jammed through its protective box and packing material due to bad loading or the rough ride through the unmaintained road.
e. Antique Chair decorative front brace was smashed into several pieces.
f. I am still unpacking boxes, many that are crushed by the rough ride and sloppy packing, that may reveal other damaged goods due to reckless driving on a bad road chosen by the driver.
II. Specific Damages: (Note: numbers following the damage issue are .jpg pictures attached in the email)
1. Numerous boxes showing damage to contents due to willful negligence. Boxes were smashed, compressed, jammed by table and chair legs because of driver's irresponsible decision to take an illegal dirt, single lane, fire road with potholes, washboard, and hoopdeedoos instead of a paved road as requested by the owner. Tops of most large furniture have scuff marks on them including but not limited to the top of the credenza, and top of dining table which may be buffed out. $3000 for negligence and wear and tear on all furniture.
2. Contracted, but unmoved furniture: Couch (621) and Piano $66.92 + $300
3. Contracted, but refusal to pack & unpack crates and packaging per the contract and loss of use: (622,623,643,694) $740.95
4. Ruined fragile antique tea cart after specific promises to pack with extra care by both the Agent and the Driver: (631,687) $5000, since it is irreplaceable.
5. Scratch on entry stairs landing by careless moving of the large Master dresser after refusing to put down a protective cover on the decking, and subsequently breaking part of the foot of the dresser: (645,674,698) $300
6. Failure to clean up the moving trash at the end of the move: (646) $100
7. Broke off the foot and damaged a corner of a large stereo speaker: (650,651,652) $400
8. Broke off leg of antique table: (652,666,678) $500
9. Smashed front support and decorative wood carving on antique chair
Final Business Response /* (4000, 14, 2015/09/01) */
Contact Name and Title: [redacted] K, Asst to President
We sincerely regret the difficulties that the customer experienced on their move. The driver's manager and all pertinent members of the operations staff have been notified in detail of the issues which occurred. We are in receipt of the customer's claim and are in the process of assigning an repair adjuster to inspect and report on the damages, to determine the best course of action to be taken. Again, we apologize that the customer was not able to report a more positive experience with their relocation.
OFFER:
Claim is in process.
Final Consumer Response /* (4200, 16, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are in the process of deciding what they [redacted] do. Therefore, I request that we keep the complaint open until they actually decide what the resolution is going to be.
Thanks

Initial Business Response /* (1000, 6, 2016/06/02) */
On behalf of the moving company, I am sorry the customer could not report complete satisfaction with his move. It was disappointing to learn the electronic foot rest on the sofa is not working. Unfortunately there was no visible carrier...

mishandling and inherent weaknesses are excluded from carrier liability. When situations arise where the carrier and the customer do not agree on a claim settlement, arbitration is an option. Should the customer wish to pursue arbitration, he can contact the American Moving & Storage Association. [redacted] or in writing [redacted], ** XXXXX.
Initial Consumer Rebuttal /* (3000, 8, 2016/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business response is incorrect. Not only is there visible damage (as evidenced by the five attached photographs) but there is also a written admission by the agent for Allied Van Lines, Mills Van Lines, that the couch was broken in transit. The attached document was signed by our movers and myself and my wife. I included this attachment again to highlight the admission that the couch was broken in transit and under control of Allied Van Lines. The electronic recliner was working and is now no longer operational.
In addition to the written admission, there is physical evidence as demonstrated by the automatic reclining button being permanently pressed during the transit from Ohio to Indiana. I have attached additional pictures that show the couch no longer sits the same way as a result of the broken automatic recliner. As you will see, the footrest is permanently stuck out and the top of the couch permanently sits lower on the left side where the automatic recliner was broken from the interstate move(please look at the right of the picture for reference).
The purpose of filing a complaint was to resolve this in a reasonable manner with Allied Van Lines. I understand accidents happen and this was not an intentional act to break our couch, but their response is unreasonable when there is both physical evidence of damage and a written admission that the damage was transit related.
I would prefer to resolve this without arbitration, but nonetheless, per the US Department of Transportation, all claims below [redacted] (such as this claim) require the MOVER to submit it for settlement. Allied's response is inconsistent with the US Department of Transportation.
In addition, as an attorney, I have no problem filing a claim in civil court to seek redress for Allied's damage. We have had several repairmen, at Allied's request, take a look at our couch, and could confirm, thorough subpoena, that there is indeed damage to our couch.
I do not want to take this route and would much rather work with Allied to resolve this matter together and reach a mutual solution. I can be contacted at any time and am more than happy to provide additional documentation as necessary.
Final Business Response /* (4000, 14, 2016/06/15) */
We agree to the compromise and will send an additional check for [redacted] to conclude. Thank you!
Final Consumer Response /* (2000, 16, 2016/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2017/02/02) */
On behalf of the moving company, I am sorry this customer could not report a claim free move. There was only one connecting customer whose goods were transported at the same time and they have been contacted with regards to this customer's...

reported missing items. They report they did not receive any items that were not theirs. This customer signed the delivery documents stating she received all of her items. Because the trace was negative and there were no written exceptions to missing items, the carrier maintains their denial of the claim.
Initial Consumer Rebuttal /* (3000, 8, 2017/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not sign any release form stating that I received all my goods. I was not in North Carolina at the time the goods were delivered. My broker for the NC home was there upon delivery and so was a family friend. If anything was signed, it was by one of them and not me. No one would have looked through every box at the time of delivery to ensure all the goods had transferred. I'm infuriated because I had a paid for insurance on lost items, and the insurance should cover up to [redacted] in lost goods. I have been complaining to the company since I got to North Carolina a month after delivery and the company is avoiding my calls on top of denying that anything was lost. They are taking advantage of me because of my situation and my age and I will not stop my complaint until something is done about this situation. They need to take responsibility for items that were mishandled and damaged as well as lost items.
Final Business Response /* (4000, 10, 2017/02/06) */
It was the customer's responsibility to either be present for the delivery or appoint a representative to make sure that all items tendered to the carrier were delivered. I've attached a copy of the signed delivery documents. Without written exception to the reported missing items, the carrier maintains denial of the customer's reported missing items.

I am rejecting this response because:
The company has the incorrect dates and I have proof stating out items would be delivered by the 3rd and the items were not delivered until the 11th . They have not refunded us anything as of yet and promised us that they would covered the items we had to purchase because we had no furniture, pots, pans , clothes or anything in our home for an entire week .. they wouldnt even offer  cover hotel fees. This company also lost one of our boxes along they way too that had $400 dollars worth of items in the box.

Initial Business Response /* (1000, 9, 2017/10/30) */
We are very sorry for the delay and the inconvenience caused to the customer. Motel reimbursement is based on an average cost of reasonable hotels in a given geographic area. Motel reimbursement stops the day that the shipment is delivered;...

however, since the beds were not assembled so that the customer could stay in residence the night of the delivery, I [redacted] authorize an additional payment of $125.00. Meal reimbursement is 50% of reasonable restaurant meals. A dinner tab for $127.00 for two people is not considered reasonable. Restaurant meals are paid at 50% - had the items delivered on the original agreed upon date, the customer still would have had food expense for the items purchased for consumption in the home. For this reason we also do not reimburse for the purchase of groceries or toiletries - these are items which would be purchased on a regular basis in any case. The delay in delivery does not alter this.
The dates as listed on the paperwork are not guaranteed dates; they are agreed dates. The contract is for the actual load, transportation and delivery of the goods and that service was performed. The terms and conditions on the back of the bill of lading state that the carrier is not required to transport the goods by any particular schedule. We do understand the inconvenience; this is why we work with customers to assist with delay expenses.
We cannot comply with the customer's request for a refund of their transportation charges. As a regulated carrier, we are required to collect all tariff charges charges due; refunds to compensate for service issues are not permitted.
Initial Consumer Rebuttal /* (3000, 11, 2017/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept Allied's response. Following are each of the points they have put forward in their response (in quotes), followed by our rebuttals to those points.
"Motel reimbursement is based on an average cost of reasonable hotels in a given geographic area."
As emphasized in the original complaint, we had asked in writing for guidance on hotels - specifically whether or not a Residence Inn by Marriott would be considered a reasonable hotel. We assert that a Residence Inn is a reasonable hotel by an objective corporate cost standard. It is also clear that Allied have not taken into consideration that our relocation was to Washington DC, which requires its own cost index relative to other markets. According to Business Travel News, the average daily rate (ADR) for a midscale hotel in Washington DC in 2017 is $229.01, which is over $100 higher than Allied have allowed (source: www.businesstravelnews.com). Further, the Residence Inn we chose to stay at is located immediately next door to the delivery address, thus eliminating any local travel expenses we would have had to claim.
"Motel reimbursement stops the day that the shipment is delivered; however, since the beds were not assembled so that the customer could stay in residence the night of the delivery, I [redacted] authorize an additional payment of $125.00."
The cost for that additional night was $154.58. We insist on receiving the full amount for that night as we insist on receiving the full amount for every night, as well as the remainder of our claimed expenses.
"Meal reimbursement is 50% of reasonable restaurant meals. A dinner tab for $127.00 for two people is not considered reasonable."
Written guidelines for what Allied consider "reasonable" were never provided. We assert that the evening meal in question is reasonable and customary for Washington DC, and of course we balanced the costs by not eating the majority of our meals in restaurants, thus reducing our total claim. Allied have not considered the big picture and how many meals were supermarket bought or comprised of leftovers at no additional cost. For the sake of comparison, government workers are given a per diem of $69 per person per day for meals and incidental expenses in Washington DC (source: www.fedtravel.com).
"Restaurant meals are paid at 50% - had the items delivered on the original agreed upon date, the customer still would have had food expense for the items purchased for consumption in the home."
This point is irrelevant. As stated in the original complaint, our delay was extraordinary due to its length and Allied's gross mismanagement of our relocation. Therefore we insist on 100% reimbursement of our expenses.
"For this reason we also do not reimburse for the purchase of groceries or toiletries - these are items which would be purchased on a regular basis in any case. The delay in delivery does not alter this."
You have refused reimbursement of supermarket-purchased food items that constituted our meals. That refusal is unreasonable and petty. As far as toiletries, your argument is again irrelevant, as our delay was outside the range of an ordinary delay. It also bears repeating here that Allied neglected to provide written guidelines for expenses when we had first requested them.
"The dates as listed on the paperwork are not guaranteed dates; they are agreed dates."
The agreed dates were a part of the contract signed on July 5, 2017. We will not accept Allied's denial of this fact.
"The contract is for the actual load, transportation and delivery of the goods and that service was performed."
That service was only partially performed, at best. As stated, delivery was far outside the contractually agreed dates.
"The terms and conditions on the back of the bill of lading state that the carrier is not required to transport the goods by any particular schedule."
The terms and conditions referred to above are not part of the contract, which is three pages dated July 5, 2017, and was submitted with our original complaint. In any case, the notion that a carrier is not required to transport a customer's goods "by any particular schedule" is absurd and ignores a fundamental condition of the contract.
"We do understand the inconvenience; this is why we work with customers to assist with delay expenses."
Allied's behavior throughout the escalation of the mishandling of our effects strongly suggests otherwise. Minimally, had Allied understood our situation, you would have promptly answered our calls and requests for information. Had you performed as the high-quality national moving company you claimed to be when selling your services, you would have actively attempted to solve the operational problems, and reimbursed our expenses in full, no questions asked.
"We cannot comply with the customer's request for a refund of their transportation charges. As a regulated carrier, we are required to collect all tariff charges due; refunds to compensate for service issues are not permitted."
Allied do not specify who it is that supposedly prohibits refunds. As far as we are aware, there are no laws forbidding companies from giving refunds to their customers for poor performance. Therefore we will continue to demand a rebate due to the fact that the contract was not properly performed, and Allied have not provided reasonable customer service at any time since they took possession of our effects in St Petersburg FL on July 25, 2017. We are still seeking an equitable and fair resolution, as submitted with our original complaint to the Revdex.com, dated October 8, 2017.
Final Business Response /* (4000, 13, 2017/11/09) */
The customer's request for information regarding delay expenses was sent to the on August 10, attached to the following e-mail: Good afternoon;
I see [redacted] has contacted you, and she is waiting for confirmation from the hauling agent on a delivery date. Please accept my apologies for the delay.
I have attached the tariff item pertaining to delay. As stated we will reimburse 100% of reasonable hotel for your geographic area, and 50% of reasonable meals out with itemized receipts. Purchases of necessities must be discussed and authorized. If they are not you may submit itemized receipts for consideration at 50% but I cannot guarantee reimbursement without knowing what is specifically needed.
There can be no reduction of the transportation charges.... Our responsibility is for assistance in out of pocket expenses for daily living directly related to the delay.
Sincerely,
Delay payments are made to assist with expenses that a customer would not normally have incurred. The reason that groceries and toiletries are not reimbursed is that these are every day expenses; even if the shipment had delivered within the agreed upon dates, those items still would have been purchased by the customer. An additional check was requested on November 3 to reimburse for an additional hotel expense. The customer states that $127.00 is a standard meal cost in Washington DC, the fact that the other meal receipts were in the $40-70 range indicates this is not the case. The rating on-line for the restaurant in question indicates that it is an above-average price restaurant.
The Terms and Conditions on the back of the Bill of Lading are, in fact, the terms of the contract. Transit days are not guaranteed, and the conditions state that the carrier is not required to provide transportation according to any specific schedule.
Regarding the statute which prohibits the refund of transportation charges, it is contained here: federal law prohibits a motor carrier from issuing a rebate of transportation charges that are otherwise stated in the tariff. Title 49 of the United States Code (specifically, 49 U.S.C. section 13702(a)) provides that "the carrier may not charge or receive a different compensation for the transportation or service than the rate specified in the tariff, whether by returning a part of that rate to a person, giving a person a privilege, allowing the use of a facility that affects the value of the transportation service, or another device." The United States Code also provides that "a person that offers, grants, gives, solicits, accepts, or receives by any means transportation or service provided for property by a carrier ... at a rate different than the rate in effect tariff rate ... is liable to the United States for a civil penalty of not more than $100,000 for each violation." 49 U.S.C. section 14903(a).
As stated, not only is the party issuing such a refund liable for the fine; the party accepting such a refund is also liable.
We are very sorry for the delay and the inconvenience which the customer has experienced, but we do feel that we have provided compensation to him within our guidelines.

Initial Business Response /* (1000, 5, 2017/05/02) */
On behalf of the carrier, I am sorry for any inconvenience the telemarketing call center is causing Ms. [redacted]. I have asked them to remove her name and number from their call list. Again, I apologize.

I am rejecting this response because: This is the same totally unsatisfactory answer received from Allied's agent Reliable in the past. It is totally impossible to open each of 180 boxes of merchandise  and to check each item packed to ensure that all items were packed and shipped as scheduled. In addition, Reliable packed a number of the boxes themselves. It is simply not possible to open each package of the contents of  5 bedrooms + furniture to check every item. Allied and Reliable both are aware that this is the case which is why the Reliable representative insisted that I sign the form immediately that everything was delivered. Unloading a fully loaded 18-wheeler moving van without checking anything took about 12 hours.  How long would it have taken to check off every item? I feel that Allied and Reliable (A most inappropriate name!) cheated me out of my items and took my money. I will NEVER do business with them again! Considering that both companies have an A+ rating with the Revdex.com casts doubt on your rating of companies.I am out of options to retrieve my money. I am extremely angry at both Allied and Reliable. I hope that NO ONE EVER DOES BUSINESS WITH EITHER COMPANY. Both companies deceive customers.

Initial Business Response /* (1000, 6, 2017/11/20) */
On behalf of Allied Van Lines, I am sorry our customer could not report complete satisfaction with his recent move.
Delay compensation starts on the last day of the delivery spread.
As for the transportation charges, we ask that all...

customers using a credit card make those arrangements 48 hours prior to delivery. Credit Card companies often require a verbal authorization and because getting the charges can take time, this policy has been in place since the beginning of the program over 15 years ago.
We realize negative impressions can be difficult to reverse and I hope my explanation has been helpful.

Initial Business Response /* (1000, 10, 2017/06/16) */
On behalf of the carrier, I am sorry this customer experienced difficulties with his move. I have checked our records and cannot locate a move for this client under the name that submitted the complaint. Please provide a copy of your Household...

Goods Bill of Lading or your Registration number as we are very interested in resolving this situation.
Initial Consumer Rebuttal /* (3000, 12, 2017/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The registration number for this move is XXXXXX with Morse Moving Companies. We have filed 3 separate Revdex.com complaints with them and they have failed to contact us to resolve. A person named [redacted] was part of those correspondences. They have performed unauthorized movement of our belongings, failed to deliver our complete shipment, and have delivered items that were not part of the move. They also stored our belongings without our authorization. We have also filed a complaint with the FMCSA?NCCDB as well as stopped all payment through our bank as a result of the carrier's indifference regarding this matter. I or our representatives are available at XXX-XXX-XXXX to discuss this matter in depth.
[redacted]
Vice Chairman
[redacted]
Final Business Response /* (4000, 22, 2017/06/29) */
When I spoke with Mrs. she confirmed she would be filing her claim in writing after the piano was tuned.
Final Consumer Response /* (4200, 24, 2017/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We will indeed file a claim regarding damages. However, the company, both the parent and the subsidiary, continue to be tone deaf to the other matters that have been brought to their attention. No doubt this will end up in court unless they change their approach regarding what their responsibilities were regarding this move.

Initial Business Response /* (1000, 5, 2016/08/01) */
According to our records, the customer's household goods have delivered. We apologize for any inconvenience we have caused him.

Initial Business Response /* (1000, 5, 2016/09/09) */
On behalf of the carrier, I apologize for the damage and any confusion there may be with regards to the claim settlement. I spoke with the repair firm and understand they will return to the residence to re-inspect the reported damage to the...

hutch.
Initial Consumer Rebuttal /* (3000, 7, 2016/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Person is coming tomorrow to repair the damage to the hutch...we are using the person who Allied had sent out to inspect the damage and who submitted the report to Allied.
Also the response does not address the key that Allied locked inside the hutch.
Final Consumer Response /* (2000, 20, 2016/09/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That is a fm commitment to reimburse us for the amount of the repair
Final Business Response /* (4000, 18, 2016/09/27) */
We will reimburse the customer a total of [redacted] for the repair of the hutch per the repair firm's statement.

Initial Business Response /* (1000, 11, 2015/07/01) */
Contact Name and Title: Bridget [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@SIRVA.com
I contacted the customer directly and gave him instruction on how to use the online claim filing system. I also advised him that if he...

continued to have problems, to contact me and I would supply him with a paper claim form. We have not yet received a submitted claim from the customer, but once we do our claim department will address his situation as quickly as possible.
OFFER:
None is being made at this time. Once we receive the claim form we will be able to assist.
Initial Consumer Rebuttal /* (2000, 13, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is OK for me to end this process as soon as possible. It's not worth the long time waiting to try to get a little compensation for some damage that I can live with. I'll just make it a point to NEVER do business with this slipshod company again.

Initial Business Response /* (1000, 5, 2017/12/22) */
We are very sorry to learn of the damage to the lawn. I have referred this to our safety department for handling.

Initial Business Response /* (1000, 7, 2016/04/11) */
We are sorry that the customer had need to file a claim. The inventories are provided as a means for the customer the check off their shipment as it is delivered. As each item is delivered the customer would check it off on the inventory...

sheets. Then once delivery is completed, any missing items would be evident since they would not have been checked off of the inventory. It is not necessary for each carton to be opened and inspected. Any box that either delivered open or that appeared to have been tampered with could be individually inspected to determine if any contents were missing.
Regarding the packed by owner cartons, since the carrier had no control over packing these items we cannot accept liability for them. If the cartons arrived crushed, that should have been noted on the delivery paperwork. Without notations of external damage, the assumption would be made that the damage is due to insufficient packing protection.
Initial Consumer Rebuttal /* (3000, 9, 2016/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our boxes were stacked in various rooms throughout the house, one on top of the other, which is why we didn't see whether or not boxes had been tampered with. The stickers were on the sides of the box so while the box was delivered, the contents missing were:
my waterford crystal wedding ring holder.
my personal care products
the boxes in the garage were stacked on top of our horse stall mats, and until we cleared several items in the garage, we realized one horse stall mat did not get delivered. I will accept that I failed to note our tiki torches were not delivered. I was instructed by my drivers that I had 90 days to report damage or lost items, which is why I signed our delivery paperwork. I was not instructed to look through our boxed inventory prior to signing the forms, which is again, why I am asking for these items to be replaced.
If you wish to purchase the items individual rather than send a check, we will accept that.
Link to wedding ring holder:
[redacted]
Link to horse-stall mats:
http://www.overstock.com/Sports-Toys/Home-Gym-Mats/XXXXX/subcat.html?featuredpro...⇄ /> Mac Makeup Products, Aveda Makeup Products, BB Bumble Products, Aveno Products: [redacted] to replace in full.
Gordon Ramsey Dinnerware, we only need the large plates.
http://www.bedbathandbeyond.com/store/product/gordon-ramsay-by-royal-doulton-maz...⇄ /> Regarding the kitchenware damaged, it is obsurd that you blaming our insufficent packing when your company offered us no other option but to pack ourselves. We are not professional movers, and we hired you to take care of our belongings. We packed and labeled our boxes to indicate what was fragile. If you would have told us that without your movers packing our items, any damage would not be covered, we never would have selected you for our move. Again, I was told that each item would be covered and INSURED based on it's weight. Your company has misinformed me on each phase of this move: packing by owner (when given no other option) equates to uninsured items; delivery each box is to be open and inspected and you must state your missing, broken, tampered boxes prior to your delivery team leaving (no matter the magnitude of inventory), and lastly, the claims submitted online are only acceptable if the movers packed for you, and the delivery team waits for 3 days for you to open each box and inventory the contents of each box prior to signing any form. Highly unreasonable.
Final Consumer Response /* (2000, 17, 2016/04/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The horse stall mats were unloaded and a garage full of items were stacked on top, which did not make it possible to note if one or multiple were missing.
It is made clear that you are unreasonable therefore arbitration must be the next step.
Final Business Response /* (4000, 15, 2016/04/20) */
The suggestion regarding items discarded with the packing paper was not made to suggest that the horse stall matts were packed items. If an item that large is missing it could be noticed immediately during the delivery. With small items in a container, however, it is possible for them to be discarded during unpacking. Missing items and damaged items contained in packed-by-owner cartons must be noted on the paperwork at the time of delivery. The customer was made aware of the actions required upon delivery of their household items. We cannot change the settlement made on the claim, which is based on the paperwork. The customer may wish to look into arbitration. The arbitration is administered by the National Arbitration Forum, an independent organization which is not affiliated with us or any other household goods moving companies. The arbitration is handled by attorneys, retired judges, or law professors. Information can be found at www.moving.org, or if the customer wishes they may contact us and we will send an explanatory brochure.