Our Customer Service department has reviewed this issue and has explained to the customer that we have no way to verify the facts regarding these missing items since they were never tendered to us for handling and consequently we have no liability for these items.We do not question the
customers statement that she cannot find the items in question, but we cannot accept responsibility for items alledgely stolen with no evidence and no police report that a crime was even committedIt is customary in situations where a criminal act is suspected that the police are notified by the injured party immediately so that an investigation can be made and a repoprt issuedIf and when a customer contacts us with such an accusation we always advise them to report it to the police immediatelyWe have no basis for accusing an employee of theift on the fact that they may have had the opportunity to do soWe sincerely regret that this customer has a missing pair shoes and we hope that they will eventually be found
We sincerely regret the confusion that has been generated regarding the settlement of the charges for this customer and we are working very hard to resolve the complications so that this matter can be settled to the satisfaction of all parties. The primary problem begins with the fact that there...
were two separate orders for two different types of services. One for a service for packing household belongings, moving them into a storage warehouse, storing them for four months. That order number was [redacted]. Those charges were $4444.27. There was a deposit of $893.50 made against this order on April 3, 2015 when the items went into storage. The balance of $3550.77 was to be paid when the storage ended and before the items were delivered to North Carolina in accordance with second order #[redacted]. The order for moving items to North Carolina was for $4,535.03. That order was fully paid. However the order #[redacted] balance of $3550.77 was ,according to the customer, to be paid at the time delivery w as made to [redacted]. It was not paid. Consequently the only payment made for order # [redacted] (packing, storage) was the deposit $893.50 which left a balance of $3550.77, the basis for this dispute. Since the customer raised the issue of crew members leaving the premise (even though they left to go get needed packing supplies) we have credited $350 which leaves the balance of $ 3200.18. Again we reget the confusion that has caused our customer's dis satisfaction. We will continue to work with this customer until we reach a settlement in which he will be satisfied.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as this is NOT the company I moved with nor the company I made a complaint against. I would like the original complaint addressed with the correct company as I noted originally. Interstate Van Lines in PA not VA
Regards,
[redacted] [redacted]
We are in receipt of this complaint and we acknowledge that the customer is correct as to the reporting of the issue and the correspondence back and forth between the parties involved. There is no attempt on the company’s part to avoid settlement of the issue. However, the facts of the case...
were unclear making the establishment of liability for car damage unduly complicated. The original claim filed with the company on the damaged cargo from the shipment also included damage to the car that was not part of the shipment. Consequently that part of the claim could not be processed in the Military DPS system designated specifically for household goods tenured by the government under a specific Government Bill of Laden. (Had the car been part of the shipment and damaged in shipment it could have been processed under the original claim.) The first notice that was sent to this customer from the claims processing agent pointed out this issue and advised alternative claims procedures for the car. I have now had discussions with this customer and agreed to pay the claim in its entirety as filed for $1305.00. That payment is now in process and will be mailed within 10 days.
We sincerely regret the damage to this customers TV set and the confusion regarding the claim settlement. It is true that the shipment inventory does not list a TV however a close review of the inventory does indicate that a TV box was shipped.That fact was not noticed by the claims...
examiner. Although no televisiopn was shown as it should have been (make and model) it is reasonable to assume that a TV was in the box. Consquently, the claim is being processed and will be paid within a few days in the amount requested.Again we apoligise for the confusion.
As stated in our first response on 12/8/2015, "-----claim will be settled soon and we will make every effort to make the settlement as fair and equitable as possible." I am happy to report that the first claim has been paid and our claims manager has discussed the remaining two claims with the customer and those claims will be paid in full within a few days. Thank you for your patience and thank you for your service.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:your response is a very generic system generated one. I am very displeased at the lack of concern show for my missing items. I have completed my un packing months ago and therefor there will be no way these items will be located as I have previously told your employees. Nothing in your response ditectly addressed any of my issues stated in my complaint and in no way is a resolution to the lack of respect or concern for my items. While I realize it is a difficult situation on both ends I should not be left to replace all these items and damges caused by your movers as I stated he offered me someone else's belongings, has the previous drop off been contacted to see if they have any of my things this is a lot of missing things and it really makes no sense the lack of acknowldent on your end.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Furthermore, I would like the company (if feasible) to provide correspondence upon mailing to ensure proper receipt.
Regards,
[redacted]
Date: Tue, Mar 7, 2017 at 4:02 PMSubject: complaint #[redacted]
To: [redacted] <[redacted]@myRevdex.com.org>[redacted]We have no record of moving [redacted]. We have no record of moving any [redacted] in 2016 .I thought that I had sent this message over a month ago, but I guess I was...
mistaken. Please remove this complaint from our account.This issue is not unusual as there are several moving companies in the country using the Interstate name. I spoke with [redacted] and she said that she did not move with us. She moved with a company out of Pennsylvania, Ronald G
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: Once again, this level of repose is indicative of non-ownership in this careless and irresponsible handling of my property. Further, please indicate what military regulation reference and paragraph that I am in contradiction to as the customer here. Moreover, and as I stated before, it was the DRIVER who opined NOT to bring attention to the contents of the safe after learning what was in there. I would NEVER lie about the contents of the safe and if there is ANY question as to what was in there, I have an ENTIRE family - devasted after this loss - who can attest to every single item contained therein. I even have the high value contents insured with a high value rider and appraised at their present values and have not yet filed a loss because I am PRAYING that this safe and it's contents are returned to my family, as money will not return the loss after having lost these items from my deceased mother...what part of that is not clear? I absolutely reject the obtuse and callous response that is being submitted now by the company and it highlights the level of disdain that this case has been handled with. This is also a clear indication of the lack of reponsibility this company plans to deal with this matter moving forward. I refuse to be VICTIMIZED to the extent that my family and I have been and then told that it is MY FAULT because of a military regulation???? The response here is absurd and NOT in keeping with the military regulation and expectation that was set forth to INTERSTATE the company was hired to do the job WITHOUT theft, WITHOUT multiple broken and damaged items, WITHOUT being abandoned on the day of delivery by inept delivery men....THAT is the only military requisite this company should concern itself with as it has FAILED miserably in executing all facets of this move. Due to the ridiculous nature of this latest resonse, I ABSOLUTELY intend on escalating this matter through applicable members of Congress, the transportation safety administration, the Commonwealth of VA attorney general and the MD AG and will not stop until the company understands that you are NOT allowed to DEVASTATE someone's life like this and attempt to scapegoat it by BLAMING the victim.
[redacted] III
Although we sympathize with the customers loss we have no evidence that any theft occured and certainly no evidence that the contents of the safe constituted "grand theft" as stated in the rejection. Contrary to military regulations the contents of this safe were never revealed and the safe was never opened. We have no idea what was in the safe. My previous reference to handling "high value" items is standard practice in the transportation industry. This is done for many resaons not only, for chain of custody procedures but for establishing liability . Even this customer completed a high value inventory of several items but there was no mention of a safe full of high value items.We are in no way trying to escape blame for lthe loss of the safe because it was our fault. Exactly what was lost is another matter and remains to be determined. And as stated we are not taking this incident lightly and that investigations are on going. .
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Our Customer Service department has reviewed this issue and has explained to the customer that we have no way to verify the facts regarding these missing items since they were never tendered to us for handling and consequently we have no liability for these items.We do not question the
customers statement that she cannot find the items in question, but we cannot accept responsibility for items alledgely stolen with no evidence and no police report that a crime was even committedIt is customary in situations where a criminal act is suspected that the police are notified by the injured party immediately so that an investigation can be made and a repoprt issuedIf and when a customer contacts us with such an accusation we always advise them to report it to the police immediatelyWe have no basis for accusing an employee of theift on the fact that they may have had the opportunity to do soWe sincerely regret that this customer has a missing pair shoes and we hope that they will eventually be found
We sincerely regret the confusion that has been generated regarding the settlement of the charges for this customer and we are working very hard to resolve the complications so that this matter can be settled to the satisfaction of all parties. The primary problem begins with the fact that there...
were two separate orders for two different types of services. One for a service for packing household belongings, moving them into a storage warehouse, storing them for four months. That order number was [redacted]. Those charges were $4444.27. There was a deposit of $893.50 made against this order on April 3, 2015 when the items went into storage. The balance of $3550.77 was to be paid when the storage ended and before the items were delivered to North Carolina in accordance with second order #[redacted]. The order for moving items to North Carolina was for $4,535.03. That order was fully paid. However the order #[redacted] balance of $3550.77 was ,according to the customer, to be paid at the time delivery w as made to [redacted]. It was not paid. Consequently the only payment made for order # [redacted] (packing, storage) was the deposit $893.50 which left a balance of $3550.77, the basis for this dispute. Since the customer raised the issue of crew members leaving the premise (even though they left to go get needed packing supplies) we have credited $350 which leaves the balance of $ 3200.18. Again we reget the confusion that has caused our customer's dis satisfaction. We will continue to work with this customer until we reach a settlement in which he will be satisfied.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as this is NOT the company I moved with nor the company I made a complaint against. I would like the original complaint addressed with the correct company as I noted originally. Interstate Van Lines in PA not VA
Regards,
[redacted] [redacted]
We are in receipt of this complaint and we acknowledge that the customer is correct as to the reporting of the issue and the correspondence back and forth between the parties involved. There is no attempt on the company’s part to avoid settlement of the issue. However, the facts of the case...
were unclear making the establishment of liability for car damage unduly complicated. The original claim filed with the company on the damaged cargo from the shipment also included damage to the car that was not part of the shipment. Consequently that part of the claim could not be processed in the Military DPS system designated specifically for household goods tenured by the government under a specific Government Bill of Laden. (Had the car been part of the shipment and damaged in shipment it could have been processed under the original claim.) The first notice that was sent to this customer from the claims processing agent pointed out this issue and advised alternative claims procedures for the car. I have now had discussions with this customer and agreed to pay the claim in its entirety as filed for $1305.00. That payment is now in process and will be mailed within 10 days.
We sincerely regret the damage to this customers TV set and the confusion regarding the claim settlement. It is true that the shipment inventory does not list a TV however a close review of the inventory does indicate that a TV box was shipped.That fact was not noticed by the claims...
examiner. Although no televisiopn was shown as it should have been (make and model) it is reasonable to assume that a TV was in the box. Consquently, the claim is being processed and will be paid within a few days in the amount requested.Again we apoligise for the confusion.
As stated in our first response on 12/8/2015, "-----claim will be settled soon and we will make every effort to make the settlement as fair and equitable as possible." I am happy to report that the first claim has been paid and our claims manager has discussed the remaining two claims with the customer and those claims will be paid in full within a few days. Thank you for your patience and thank you for your service.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:your response is a very generic system generated one. I am very displeased at the lack of concern show for my missing items. I have completed my un packing months ago and therefor there will be no way these items will be located as I have previously told your employees. Nothing in your response ditectly addressed any of my issues stated in my complaint and in no way is a resolution to the lack of respect or concern for my items. While I realize it is a difficult situation on both ends I should not be left to replace all these items and damges caused by your movers as I stated he offered me someone else's belongings, has the previous drop off been contacted to see if they have any of my things this is a lot of missing things and it really makes no sense the lack of acknowldent on your end.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Furthermore, I would like the company (if feasible) to provide correspondence upon mailing to ensure proper receipt.
Regards,
[redacted]
Date: Tue, Mar 7, 2017 at 4:02 PMSubject: complaint #[redacted]
To: [redacted] <[redacted]@myRevdex.com.org>[redacted]We have no record of moving [redacted]. We have no record of moving any [redacted] in 2016 .I thought that I had sent this message over a month ago, but I guess I was...
mistaken. Please remove this complaint from our account.This issue is not unusual as there are several moving companies in the country using the Interstate name. I spoke with [redacted] and she said that she did not move with us. She moved with a company out of Pennsylvania, Ronald G
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: Once again, this level of repose is indicative of non-ownership in this careless and irresponsible handling of my property. Further, please indicate what military regulation reference and paragraph that I am in contradiction to as the customer here. Moreover, and as I stated before, it was the DRIVER who opined NOT to bring attention to the contents of the safe after learning what was in there. I would NEVER lie about the contents of the safe and if there is ANY question as to what was in there, I have an ENTIRE family - devasted after this loss - who can attest to every single item contained therein. I even have the high value contents insured with a high value rider and appraised at their present values and have not yet filed a loss because I am PRAYING that this safe and it's contents are returned to my family, as money will not return the loss after having lost these items from my deceased mother...what part of that is not clear? I absolutely reject the obtuse and callous response that is being submitted now by the company and it highlights the level of disdain that this case has been handled with. This is also a clear indication of the lack of reponsibility this company plans to deal with this matter moving forward. I refuse to be VICTIMIZED to the extent that my family and I have been and then told that it is MY FAULT because of a military regulation???? The response here is absurd and NOT in keeping with the military regulation and expectation that was set forth to INTERSTATE the company was hired to do the job WITHOUT theft, WITHOUT multiple broken and damaged items, WITHOUT being abandoned on the day of delivery by inept delivery men....THAT is the only military requisite this company should concern itself with as it has FAILED miserably in executing all facets of this move. Due to the ridiculous nature of this latest resonse, I ABSOLUTELY intend on escalating this matter through applicable members of Congress, the transportation safety administration, the Commonwealth of VA attorney general and the MD AG and will not stop until the company understands that you are NOT allowed to DEVASTATE someone's life like this and attempt to scapegoat it by BLAMING the victim.
[redacted] III
Although we sympathize with the customers loss we have no evidence that any theft occured and certainly no evidence that the contents of the safe constituted "grand theft" as stated in the rejection. Contrary to military regulations the contents of this safe were never revealed and the safe was never opened. We have no idea what was in the safe. My previous reference to handling "high value" items is standard practice in the transportation industry. This is done for many resaons not only, for chain of custody procedures but for establishing liability . Even this customer completed a high value inventory of several items but there was no mention of a safe full of high value items.We are in no way trying to escape blame for lthe loss of the safe because it was our fault. Exactly what was lost is another matter and remains to be determined. And as stated we are not taking this incident lightly and that investigations are on going. .
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]