National Van Lines will work diligently to resolve Ms. [redacted] damage claim, and we have already upgraded her transit protection to full value coverage at no additional cost to her. Per transportation regulations, we need to work through the claims process with her, providing repairs and...
replacement when repairs are not feasible. The $500 she has already been offered is a goodwill gesture for the inconvenience and lack of professionalism on the part of members of the crew, which we have also addressed internally. It is our obligation to take care of the damaged items and we are taking that seriously. We do apologize that we are not able to honor her request for reimbursement of her moving cost.
Initial Business Response /* (1000, 5, 2015/08/24) */
After a review of your file and its entirety, I find that your claim has been settled appropriately based on the documentation that surrounds your relocation. The highlighted box on the "household Goods Descriptive Inventory" above the...
signature line on each pages of the Inventory clearly states, "NOTICE BEFORE SIGNING CHECK SHIPMENT, COUNT ITEMS AND DESCRIBE LOSS OR DAMAGE IN SPACE ON THE RIGHT ABOVE." Our records show that you signed each inventory pages without any documentation for any damage or missing items. In the absence of documented evidence, we cannot establish the damage and or loss claimed National's liability.
Also, your shipment was delivered to a self-storage unit; National's care and custody ceases at the time of delivery. Because we cannot control the environment or the handling that followed and without notation of damage at the time of delivery, again, National Van Lines cannot accept liability for the claimed items.
As we have reached an impasse, National Van Lines participates in an arbitration program which is sponsored by the American Moving & Storage Association (AMSA). If you wish, to have an independent third party review this matter, this program is available at a cost of $300.00 to you. The AMSA can be contacted at [redacted] or via the internet at www.moving.org.
Sincerely,
[redacted]
Director of Claims
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I saw the drivers load the red toll box on the truck when it was first loaded. When it was delivered to the self storage I witnessed them unload the van in KY. The red tool box and tools were missing when asked the driver about it his reply, was they were stuffed in a hole some were. They either left it at another stop or they stole it when seen it was expensive tools 1500.00 worth I want my tools back or the cost refunded to me or see my attorney. Ripped off by NVL
Final Business Response /* (4000, 9, 2015/09/02) */
National finds that your claim was settled appropriately. Without notation of missing items at the time of delivery, National Van Lines cannot accept liability for the claimed missing items.
We do apologize that we are not able to honor your request. Again, we have reached an impasse, National Van Lines participates in an arbitration program which is sponsored by the American Moving & Storage Association (AMSA). If you wish, to have an independent third party review this matter, this program is available at a cost of $300.00 to you. The AMSA can be contacted at [redacted] or via the internet at www.moving.org.
Sincerely,
[redacted]
Director of claims
Complaint: [redacted]
I am rejecting this response because:I paid close to $7000.00 for a professional service and I received the most negligent unprofessional service I have ever experienced. $500 feels to me like a slap in the face that the business does not care. I worked hard for everything I own and this experience has cost me sentimental items that were destroyed as well as the emotional damage this experience has done to me. I feel as though the company could do more to make this situation right.
Sincerely,
[redacted]
National Reference#: 284810
Revdex.com Case#: 94573648
This letter is in response to your supplemental filing with the Revdex.com.
The For All It's Worth Transit Protection Coverage provides for the lesser of the repair or repair estimate, the carrier's replacement cost/value, or the amount claimed, at our option, for documented*, identified, and confirmed transit damage or loss. The burden of proof of carrier liability, including proof of tender, damage or loss, and support of age and values claimed is your responsibility. This coverage does not extend to betterment, or to sentimental or other intangible values. This coverage is not to be construed as 'insurance'.
National Van Lines claim settlement will be based on the evaluation from the independent 3rd party repair firm. National is not responsible for pre-existing damages. The Department of Transportation allows 120 days for claim processing, the carrier has the right to inspect all damages claimed. Again, we cannot accept liability for any items that were discarded or not presented at the time of inspection or items there were packed by someone other than National Van Lines.
If you disagree with the claim settlement once your claim is completed, you may wish to have a 3rd party arbiter review the matter. National Van Lines participates in an arbitration program which is sponsored by the [redacted]. If you wish, to have an independent third party review this matter, this program is available at a cost of $300.00 to you. The AMSA can be contacted at [redacted] or via the internet at [redacted].
Please let me know if you have any further questions of concerns.
Sincerely,
Teresa [redacted]
Director of Claims
After a review of your file, I find that your
claim has been settled appropriately based on the documentation that surrounds
your relocation. Your claim was settled based on the report submitted by the independent 3rd party repair firm. As we have
reached an impasse, National Van...
Lines participates in an arbitration program
which is sponsored by the American Moving & Storage Association
(AMSA). If you wish, to have an
independent third party review this matter, this program is available at a cost
of $300.00 to you. The AMSA can be
contacted at 1611 Duke Street, Alexandria, VA 22314 or via the internet at www.moving.org. While I regret
that we could not settle your claim as requested, I do hope you understand our
position.Sincerely,Teresa BrownDirector of Claims
Complaint: [redacted]
I am rejecting this response because: This company claims to have no involvement whatsoever. We have paperwork clearly proving that the company, had in fact, moved our items in November 2015. The paperwork also proves that they are underhandedly charging us fees we have already paid off. The company has failed to reimburse us for thousands of dollars for the items lost in the move. After numerous phone calls and endless voice messages, a representative finally got back to us concerning this matter. They admitted that they wrongfully overcharged us, and stated that we did not owe the company any such payment(they were deceitfully charging us an extra $600). All charges were dropped. However, they still did not refund us for the items that were lost during the move(as stated in the agreement we signed with National Van Lines). We want to be paid for what was lost and stolen.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response...
because:Nothing is hooked up to the vehicle that was not, is not easily disconnected by a trained mechanic for evaluation of the electrical problem. There is a subwoofer connected to the battery that any trained mechanic can remove the fuse on. The car was in the shop for more than 6 weeks and this is the first response other than we can't figure it out. The complaint the entire time is that the window malfunctions causing it to move up and down constantly draining the battery. This is the cause of the battery drain. I now realize why they couldn't repair the car and charged me for unnecessary parts and labor they have no clue as to what they are doing.
Regards,
[redacted]
After a review of your file, I find that your claim has been settled appropriately. Please refer to Section 1 (a) on the back of the BOL. The carrier is excluded from acts, omission or order of the shipper. Packed by Owner (PBO) carton is an act of the shipper. Because we are not...
able to confirm the item was packed properly for transport or the condition of the item we cannot be held liable for the damage now claimed. Also item (b) excludes the carrier from Inherent Vice, if there is no physical damage found to the item or carton. National Van Lines participates in an arbitration program which is sponsored by the [redacted] & [redacted] Association ([redacted]). If you wish, to have an independent third party review this matter, this program is available at a cost of $300.00 to you. [redacted] can be contacted at [redacted] Street, Alexandria, VA 22314 or via the internet at www.[redacted].org or via phone at 703-[redacted]. Or in lieu of arbitration, as a gesture of goodwill, National Van Lines has offered you $150.00 to resolve this matter. If this offer is acceptable, please let me know and I will process payment to you. We apologize that we are not able to settle your claim as requested, but do you understand our position in this matter. Sincerely, [redacted] | Director of Claims National Van Lines, Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and although I do NOT agree with NVL terms, (as we were assured by the estimator that our items were 100% insured at $0 deductible in the event of loss or damage whether we packed ourselves or not). I feel this IS and WAS false advertisement. However, we will accept NVL's goodwill offer of $150 to cover half the replacement cost of our 10 month old TV. Thank you for your assistance in this matter.Respectfully,
[redacted] And [redacted]281-910-8226
We are unable to locate any record of a move by National Van lines in our system. If you can provide more specifics, such as copies of any shipping document or bill of lading number we will research this matter further. Without further information, we are unable to...
respond. We are look forward to hearing from you.Sincerely, [redacted]Director of Claims
Initial Business Response /* (1000, 8, 2015/05/04) */
[redacted] 4, 2015
National Reference#: XXXXXX
Revdex.com Case #: XXXXXXXX
This letter is in response to your correspondence to the Revdex.com. I would like to extend our sincere apology that the servicing of your relocation by...
National Van Lines has given you cause for concern.
After a review of your file, I find that your claim has been settled appropriately. According to our records your shipment moved under National Van Lines Full Value Protection Coverage for a declared value of $70,000.00 with a $1,000 deductible. The Full Value Protection Coverage that she elected for her move provides for the lesser of the repair or repair estimate, the carrier's replacement cost/value, or the amount claimed, at our option, for documented, identified, and confirmed transit damage or loss. The burden of proof of carrier liability, including proof of tender, damage or loss, and support of age and values claimed is your responsibility. This coverage does not extend to betterment, or to sentimental or other intangible values. This coverage is not to be construed as 'insurance'.
Moving time is very disruptive to the routines of daily living. National Van Lines recognizes this and that awareness is what drives us to do our best in keeping disruptions down to a minimum and making the process of relocation run as smooth as possible. Unfortunately, there are occurrences in the moving process that are beyond our control. One such occurrence is the occasional misplacement or mysterious disappearance of something of value which often leads to an accusation of theft generally directed at those involved in the moving process.
Due to the fact that there is no proof that the allegedly missing items were tendered for transport or were declared on the High Value Inventory or were noted as missing at the time of delivery, National Van Lines cannot accept liability for these items.
As for the claimed damaged items National allowed you the claimed amount of $367.00. The settlement offer was applied toward the $1,000 deductible.
As we have reached an impasse in the claim settlement you can have an independent third party review this matter; the program is available at a cost of $300.00 to you. The AMSA can be contacted at [redacted] Street, [redacted], ** XXXXX or via the internet at www.[redacted].org.
I do apologize that we could not settle your clams as requested but do hope you understand our position in this matter.
Sincerely,
[redacted]
Director of Claims
Cc:
Ms. [redacted]
Revdex.com
330 N Wabash Avenue, Suite [redacted]
Chicago, IL XXXXX-XXXX
This customer has a lot aftermarket electronics hooked up to his vehicle causing his vehicle's battery to drain. If he would return the vehicle to factory specs we would be able to give a proper diagnosis if the problem continued...thanks,
He hasn't even brought the truck in for us to look at... He didn't purchase any type of warranty on an as-is vehicle but we would be happy to look at the truck to see what is wrong.
Complaint: [redacted]
I am rejecting this response because:I spoke with Jake and he told me that the code should’ve...
came up. He also looked up the code I told him that made the engine light come on. It seems as if they just turned the engine light off to get the truck sold.
Regards,
[redacted]
October 30, 2015National Reference#: 284464Revdex.com Case #: 94574782This letter is
in response to your correspondence to the Revdex.com. After a review
of your file, I find that your claim has been settled...
appropriately. The Full Value Protection Coverage that she
elected for her move provides for the lesser of the repair or repair
estimate, the carrier’s replacement cost/value, or the amount claimed, at our
option, for documented, identified, and confirmed transit damage or loss. The
burden of proof of carrier liability, including proof of tender, damage or loss,
and support of age and values claimed is your responsibility. This coverage
does not extend to betterment, or to sentimental or other intangible values.
This coverage is not to be construed as ‘insurance’.Your claim for the damaged items were
settled as outlined our settlement letters to you. The settlement was based on the report that
was submitted by the 3rd party repair firm. Please note we have paid the maximum amount
that is allowable without substantiation of value for the Sofa, Metal Shelves
and Bed frame. You can send support of
value for further consideration. Such
verification can be in the form of original purchase receipts, insurance
riders, signed statements from dealers, appraisals, etc. Anything that would confirm the value claimed. According to our records the Vases,
Picture Frames, Dishes, Glass items and Purses were packed by owner. Because National Van Lines cannot confirm
that these items were packed properly nor can we confirm the condition of the
claimed items prior to being tendered to National Van Lines National Van Lines
cannot accept liability for the claimed damages. As for the
alleged missing items we must maintain our position of denial as there were no
exceptions notation noted at the time of the delivery.As we have
reached an impasse in the claim settlement you can have an independent third
party review this matter; the program is available at a cost of $300.00 to
you. The AMSA can be contacted at 1611
Duke Street, Alexandria, VA 22314 or via the internet at www.moving.org. In an
effort to resolve this matter in lieu of arbitration, as a gesture of goodwill,
National Van Lines is would like to offer an additional settlement of $1,000,
this will bring your claim settlement total to $4,381.98. If this is acceptable please contact me
directly and I will process payment to you.I do apologize
that we could not settle your clams as requested but do hope you understand our
position in this matter. Sincerely,Teresa [redacted]Director of Claims
Contact Name and Title: [redacted] - Director,
Contact Phone: [redacted]
Contact Email: [redacted].[redacted]@nationalvanlines.com
Shuttles are sometimes required in order to safely deliver a shipment without damage to property, the shipments on board and the tractor/trailer. Drivers prefer not to...
perform shuttles because it is twice the work but necessary for the aforementioned reasons. If a customer refuses to authorize a shuttle the van line reserves the right to perform the shuttle without the customer's authorization and bill/collect for the service. This customer was informed ahead of time a shuttle would be required for their deliver location. However they adamantly refused to authorize the service.
When the term "driver discretion" is used it does not place blame on the driver. It means it is the driver's judgment if a shuttle is required. No one can make that decision but the driver who is an experienced professional. The reason for this is if he/she attempts delivery without a shuttle and there are complications, he/she is 100% responsible for any financial liability. Incidentally, the necessity of a shuttle was also confirmed by a local moving company who is familiar with the customer's apartment complex.
Charges for shuttle service is in addition to the original moving contract. The reason, it usually is an unforeseen circumstance. It is National Van Line position it was unfortunate a shuttle was required for this customer's delivery, however the service was performed and it is a billable item to the customer.
If you have any questions please contact me.
[redacted] - Director, Credit and Collections
National Van Lines
Direct - [redacted].[redacted]@nationalvanlines.com
Initial Business Response /* (1000, 5, 2015/07/30) */
This letter is in response to your correspondence to the Revdex.com. I would like to apologize that the servicing of your shipment by National Van Lines has given you cause for concern.
The estimated delivery date for your...
shipment is scheduled for 8/4/2015 which is within the agreed upon delivery window of 7/31/XXXX - X/5/2015. We will continue to keep you updated.
You can contact our office at XXX-XXX-XXXX with any further questions or concerns regarding you [redacted] have.
Sincerely,
[redacted]
Director or Claims
To whom it may concern:We are in receipt of your letter in regards to the above reference. We are unable to locate any record of a move by National Van lines for [redacted]. If you can provide more specifics, such as copies of any shipping document or bill of lading number we will...
research this matter further. Without further information, we are unable to respond. We look forward to hearing from you. Sincerely,[redacted]Marketing Manager
National Van Lines will work diligently to resolve Ms. [redacted] damage claim, and we have already upgraded her transit protection to full value coverage at no additional cost to her. Per transportation regulations, we need to work through the claims process with her, providing repairs and...
replacement when repairs are not feasible. The $500 she has already been offered is a goodwill gesture for the inconvenience and lack of professionalism on the part of members of the crew, which we have also addressed internally. It is our obligation to take care of the damaged items and we are taking that seriously. We do apologize that we are not able to honor her request for reimbursement of her moving cost.
Initial Business Response /* (1000, 5, 2015/08/24) */
After a review of your file and its entirety, I find that your claim has been settled appropriately based on the documentation that surrounds your relocation. The highlighted box on the "household Goods Descriptive Inventory" above the...
signature line on each pages of the Inventory clearly states, "NOTICE BEFORE SIGNING CHECK SHIPMENT, COUNT ITEMS AND DESCRIBE LOSS OR DAMAGE IN SPACE ON THE RIGHT ABOVE." Our records show that you signed each inventory pages without any documentation for any damage or missing items. In the absence of documented evidence, we cannot establish the damage and or loss claimed National's liability.
Also, your shipment was delivered to a self-storage unit; National's care and custody ceases at the time of delivery. Because we cannot control the environment or the handling that followed and without notation of damage at the time of delivery, again, National Van Lines cannot accept liability for the claimed items.
As we have reached an impasse, National Van Lines participates in an arbitration program which is sponsored by the American Moving & Storage Association (AMSA). If you wish, to have an independent third party review this matter, this program is available at a cost of $300.00 to you. The AMSA can be contacted at [redacted] or via the internet at www.moving.org.
Sincerely,
[redacted]
Director of Claims
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I saw the drivers load the red toll box on the truck when it was first loaded. When it was delivered to the self storage I witnessed them unload the van in KY. The red tool box and tools were missing when asked the driver about it his reply, was they were stuffed in a hole some were. They either left it at another stop or they stole it when seen it was expensive tools 1500.00 worth I want my tools back or the cost refunded to me or see my attorney. Ripped off by NVL
Final Business Response /* (4000, 9, 2015/09/02) */
National finds that your claim was settled appropriately. Without notation of missing items at the time of delivery, National Van Lines cannot accept liability for the claimed missing items.
We do apologize that we are not able to honor your request. Again, we have reached an impasse, National Van Lines participates in an arbitration program which is sponsored by the American Moving & Storage Association (AMSA). If you wish, to have an independent third party review this matter, this program is available at a cost of $300.00 to you. The AMSA can be contacted at [redacted] or via the internet at www.moving.org.
Sincerely,
[redacted]
Director of claims
Complaint: [redacted]
I am rejecting this response because:I paid close to $7000.00 for a professional service and I received the most negligent unprofessional service I have ever experienced. $500 feels to me like a slap in the face that the business does not care. I worked hard for everything I own and this experience has cost me sentimental items that were destroyed as well as the emotional damage this experience has done to me. I feel as though the company could do more to make this situation right.
Sincerely,
[redacted]
National Reference#: 284810
Revdex.com Case#: 94573648
This letter is in response to your supplemental filing with the Revdex.com.
The For All It's Worth Transit Protection Coverage provides for the lesser of the repair or repair estimate, the carrier's replacement cost/value, or the amount claimed, at our option, for documented*, identified, and confirmed transit damage or loss. The burden of proof of carrier liability, including proof of tender, damage or loss, and support of age and values claimed is your responsibility. This coverage does not extend to betterment, or to sentimental or other intangible values. This coverage is not to be construed as 'insurance'.
National Van Lines claim settlement will be based on the evaluation from the independent 3rd party repair firm. National is not responsible for pre-existing damages. The Department of Transportation allows 120 days for claim processing, the carrier has the right to inspect all damages claimed. Again, we cannot accept liability for any items that were discarded or not presented at the time of inspection or items there were packed by someone other than National Van Lines.
If you disagree with the claim settlement once your claim is completed, you may wish to have a 3rd party arbiter review the matter. National Van Lines participates in an arbitration program which is sponsored by the [redacted]. If you wish, to have an independent third party review this matter, this program is available at a cost of $300.00 to you. The AMSA can be contacted at [redacted] or via the internet at [redacted].
Please let me know if you have any further questions of concerns.
Sincerely,
Teresa [redacted]
Director of Claims
After a review of your file, I find that your
claim has been settled appropriately based on the documentation that surrounds
your relocation. Your claim was settled based on the report submitted by the independent 3rd party repair firm. As we have
reached an impasse, National Van...
Lines participates in an arbitration program
which is sponsored by the American Moving & Storage Association
(AMSA). If you wish, to have an
independent third party review this matter, this program is available at a cost
of $300.00 to you. The AMSA can be
contacted at 1611 Duke Street, Alexandria, VA 22314 or via the internet at www.moving.org. While I regret
that we could not settle your claim as requested, I do hope you understand our
position.Sincerely,Teresa BrownDirector of Claims
Complaint: [redacted]
I am rejecting this response because: This company claims to have no involvement whatsoever. We have paperwork clearly proving that the company, had in fact, moved our items in November 2015. The paperwork also proves that they are underhandedly charging us fees we have already paid off. The company has failed to reimburse us for thousands of dollars for the items lost in the move. After numerous phone calls and endless voice messages, a representative finally got back to us concerning this matter. They admitted that they wrongfully overcharged us, and stated that we did not owe the company any such payment(they were deceitfully charging us an extra $600). All charges were dropped. However, they still did not refund us for the items that were lost during the move(as stated in the agreement we signed with National Van Lines). We want to be paid for what was lost and stolen.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response...
because:Nothing is hooked up to the vehicle that was not, is not easily disconnected by a trained mechanic for evaluation of the electrical problem. There is a subwoofer connected to the battery that any trained mechanic can remove the fuse on. The car was in the shop for more than 6 weeks and this is the first response other than we can't figure it out. The complaint the entire time is that the window malfunctions causing it to move up and down constantly draining the battery. This is the cause of the battery drain. I now realize why they couldn't repair the car and charged me for unnecessary parts and labor they have no clue as to what they are doing.
Regards,
[redacted]
After a review of your file, I find that your claim has been settled appropriately. Please refer to Section 1 (a) on the back of the BOL. The carrier is excluded from acts, omission or order of the shipper. Packed by Owner (PBO) carton is an act of the shipper. Because we are not...
able to confirm the item was packed properly for transport or the condition of the item we cannot be held liable for the damage now claimed. Also item (b) excludes the carrier from Inherent Vice, if there is no physical damage found to the item or carton. National Van Lines participates in an arbitration program which is sponsored by the [redacted] & [redacted] Association ([redacted]). If you wish, to have an independent third party review this matter, this program is available at a cost of $300.00 to you. [redacted] can be contacted at [redacted] Street, Alexandria, VA 22314 or via the internet at www.[redacted].org or via phone at 703-[redacted]. Or in lieu of arbitration, as a gesture of goodwill, National Van Lines has offered you $150.00 to resolve this matter. If this offer is acceptable, please let me know and I will process payment to you. We apologize that we are not able to settle your claim as requested, but do you understand our position in this matter. Sincerely, [redacted] | Director of Claims National Van Lines, Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and although I do NOT agree with NVL terms, (as we were assured by the estimator that our items were 100% insured at $0 deductible in the event of loss or damage whether we packed ourselves or not). I feel this IS and WAS false advertisement. However, we will accept NVL's goodwill offer of $150 to cover half the replacement cost of our 10 month old TV. Thank you for your assistance in this matter.Respectfully,
[redacted] And [redacted]281-910-8226
We are unable to locate any record of a move by National Van lines in our system. If you can provide more specifics, such as copies of any shipping document or bill of lading number we will research this matter further. Without further information, we are unable to...
respond. We are look forward to hearing from you.Sincerely, [redacted]Director of Claims
Initial Business Response /* (1000, 8, 2015/05/04) */
[redacted] 4, 2015
National Reference#: XXXXXX
Revdex.com Case #: XXXXXXXX
This letter is in response to your correspondence to the Revdex.com. I would like to extend our sincere apology that the servicing of your relocation by...
National Van Lines has given you cause for concern.
After a review of your file, I find that your claim has been settled appropriately. According to our records your shipment moved under National Van Lines Full Value Protection Coverage for a declared value of $70,000.00 with a $1,000 deductible. The Full Value Protection Coverage that she elected for her move provides for the lesser of the repair or repair estimate, the carrier's replacement cost/value, or the amount claimed, at our option, for documented, identified, and confirmed transit damage or loss. The burden of proof of carrier liability, including proof of tender, damage or loss, and support of age and values claimed is your responsibility. This coverage does not extend to betterment, or to sentimental or other intangible values. This coverage is not to be construed as 'insurance'.
Moving time is very disruptive to the routines of daily living. National Van Lines recognizes this and that awareness is what drives us to do our best in keeping disruptions down to a minimum and making the process of relocation run as smooth as possible. Unfortunately, there are occurrences in the moving process that are beyond our control. One such occurrence is the occasional misplacement or mysterious disappearance of something of value which often leads to an accusation of theft generally directed at those involved in the moving process.
Due to the fact that there is no proof that the allegedly missing items were tendered for transport or were declared on the High Value Inventory or were noted as missing at the time of delivery, National Van Lines cannot accept liability for these items.
As for the claimed damaged items National allowed you the claimed amount of $367.00. The settlement offer was applied toward the $1,000 deductible.
As we have reached an impasse in the claim settlement you can have an independent third party review this matter; the program is available at a cost of $300.00 to you. The AMSA can be contacted at [redacted] Street, [redacted], ** XXXXX or via the internet at www.[redacted].org.
I do apologize that we could not settle your clams as requested but do hope you understand our position in this matter.
Sincerely,
[redacted]
Director of Claims
Cc:
Ms. [redacted]
Revdex.com
330 N Wabash Avenue, Suite [redacted]
Chicago, IL XXXXX-XXXX
This customer has a lot aftermarket electronics hooked up to his vehicle causing his vehicle's battery to drain. If he would return the vehicle to factory specs we would be able to give a proper diagnosis if the problem continued...thanks,
He hasn't even brought the truck in for us to look at... He didn't purchase any type of warranty on an as-is vehicle but we would be happy to look at the truck to see what is wrong.
We are writing a letter to have the inquiry removed.
Complaint: [redacted]
I am rejecting this response because:I spoke with Jake and he told me that the code should’ve...
came up. He also looked up the code I told him that made the engine light come on. It seems as if they just turned the engine light off to get the truck sold.
Regards,
[redacted]
October 30, 2015National Reference#: 284464Revdex.com Case #: 94574782This letter is
in response to your correspondence to the Revdex.com. After a review
of your file, I find that your claim has been settled...
appropriately. The Full Value Protection Coverage that she
elected for her move provides for the lesser of the repair or repair
estimate, the carrier’s replacement cost/value, or the amount claimed, at our
option, for documented, identified, and confirmed transit damage or loss. The
burden of proof of carrier liability, including proof of tender, damage or loss,
and support of age and values claimed is your responsibility. This coverage
does not extend to betterment, or to sentimental or other intangible values.
This coverage is not to be construed as ‘insurance’.Your claim for the damaged items were
settled as outlined our settlement letters to you. The settlement was based on the report that
was submitted by the 3rd party repair firm. Please note we have paid the maximum amount
that is allowable without substantiation of value for the Sofa, Metal Shelves
and Bed frame. You can send support of
value for further consideration. Such
verification can be in the form of original purchase receipts, insurance
riders, signed statements from dealers, appraisals, etc. Anything that would confirm the value claimed. According to our records the Vases,
Picture Frames, Dishes, Glass items and Purses were packed by owner. Because National Van Lines cannot confirm
that these items were packed properly nor can we confirm the condition of the
claimed items prior to being tendered to National Van Lines National Van Lines
cannot accept liability for the claimed damages. As for the
alleged missing items we must maintain our position of denial as there were no
exceptions notation noted at the time of the delivery.As we have
reached an impasse in the claim settlement you can have an independent third
party review this matter; the program is available at a cost of $300.00 to
you. The AMSA can be contacted at 1611
Duke Street, Alexandria, VA 22314 or via the internet at www.moving.org. In an
effort to resolve this matter in lieu of arbitration, as a gesture of goodwill,
National Van Lines is would like to offer an additional settlement of $1,000,
this will bring your claim settlement total to $4,381.98. If this is acceptable please contact me
directly and I will process payment to you.I do apologize
that we could not settle your clams as requested but do hope you understand our
position in this matter. Sincerely,Teresa [redacted]Director of Claims
Contact Name and Title: [redacted] - Director,
Contact Phone: [redacted]
Contact Email: [redacted].[redacted]@nationalvanlines.com
Shuttles are sometimes required in order to safely deliver a shipment without damage to property, the shipments on board and the tractor/trailer. Drivers prefer not to...
perform shuttles because it is twice the work but necessary for the aforementioned reasons. If a customer refuses to authorize a shuttle the van line reserves the right to perform the shuttle without the customer's authorization and bill/collect for the service. This customer was informed ahead of time a shuttle would be required for their deliver location. However they adamantly refused to authorize the service.
When the term "driver discretion" is used it does not place blame on the driver. It means it is the driver's judgment if a shuttle is required. No one can make that decision but the driver who is an experienced professional. The reason for this is if he/she attempts delivery without a shuttle and there are complications, he/she is 100% responsible for any financial liability. Incidentally, the necessity of a shuttle was also confirmed by a local moving company who is familiar with the customer's apartment complex.
Charges for shuttle service is in addition to the original moving contract. The reason, it usually is an unforeseen circumstance. It is National Van Line position it was unfortunate a shuttle was required for this customer's delivery, however the service was performed and it is a billable item to the customer.
If you have any questions please contact me.
[redacted] - Director, Credit and Collections
National Van Lines
Direct - [redacted].[redacted]@nationalvanlines.com
Upon contacting Ms. [redacted] we have made a financial offer to help with the expenses she endured. The offer was accepted and a check will be sent.
Initial Business Response /* (1000, 5, 2015/07/30) */
This letter is in response to your correspondence to the Revdex.com. I would like to apologize that the servicing of your shipment by National Van Lines has given you cause for concern.
The estimated delivery date for your...
shipment is scheduled for 8/4/2015 which is within the agreed upon delivery window of 7/31/XXXX - X/5/2015. We will continue to keep you updated.
You can contact our office at XXX-XXX-XXXX with any further questions or concerns regarding you [redacted] have.
Sincerely,
[redacted]
Director or Claims
To whom it may concern:We are in receipt of your letter in regards to the above reference. We are unable to locate any record of a move by National Van lines for [redacted]. If you can provide more specifics, such as copies of any shipping document or bill of lading number we will...
research this matter further. Without further information, we are unable to respond. We look forward to hearing from you. Sincerely,[redacted]Marketing Manager