Dunmar Moving Systems/Allied Van Lines

customer's household goods were loaded on the agreed date of 7/25.  there was an overflow which sometimes happens with shipments as large as customer.  the amount of overflow was 1840 lbs. far less than a quarter of a tractor trailer load of furniture.  the overflow...

consisted mainly of outdoor items. There were no items essential to setting up their household in the overflow portion of their shipment.  the delivery of the main portion of customers shipment was delivered on 7/29 which was within the delivery spread of 7/28-8/1.  the overflow items were delivered on Saturday 8/6. we apologized for any inconvenience or damages sustained in their move and advised customer they could file a claim for any damages with Allied Van Lines corporate and gave them information to do so.  We also advised customer they could file a delay claim with Allied for compensation.  Dunmar Moving Systems

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Apparently, the company's customer service policies are dictated by whether [redacted] has been offended by a vulgar word he hears.I admit to using a vulgar word when the delivery crew quit on the day of the move.  I think this is expected.  What is unexpected is the fact that [redacted]'s sensibilities are so fragile as to not be able to tolerate hearing a vulgar word.The bottom line: the crew failed to deliver the goods on the date agreed.  I had to assist with significant inconvenience to myself.  I am not in the wrong here, Dunmar is.  They failed me, and their inability to make amends speaks volumes.One additional note: the foreman ([redacted]) has told the Dunmar Manager ([redacted]) that I helped with a "few light items in the beginning."  This is simply not true, and it indicates the company fosters a culture of dishonesty.  They will not hesitate to stab the customer in the back the moment it suits their interest.  I was busy assisting [redacted] with the move the entire day.  You can ask my new neighbors who thought I was part of the moving team when I introduced myself to them on the sidewalk at 1pm drenched in sweat.Apparently, Dunmar is hiding behind a "he said, she said" strategy which we won't resolve here, particularly given the family relation between the witness and [redacted].  The situation speaks for itself, and the company's complete inability to serve their customer is simply astonishing.The next time I will be sure to use a professional moving service.      I was exceedingly forgiving and solicitous of [redacted]'s needs throughout the day (bottled water every hour, very forgiving of where items were to go).  The fact that this is how I am repaid is dismaying.
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As the information in our original claim states, we provided a full damages claim in our first letter to them and they told us they would only provide compensation for the final delivery delay and not the numerous schedule delays they caused during the performance of the move.  They were negligent in handling our goods causing significant damage, incompetence, poor communication, poor performance, and missing items during the move.  We were never provided forms or direction to file any other claim.  We have moved seven times over the past 28 years, using professional movers each time.  We paid over $11,000 out of our pocket for this move and it was by far the worst.  All of our other moves went pretty well.  I am out of pocket well in excess of $2,500 related to their failure to perform in a reasonably acceptable manor, and they have offered nothing.  
Regards,
[redacted]

What he failed to state was that according to driver he helped with a few light items in the beginning and the driver performed delivery on 95% of household goods to a four story townhome.  The labor that we had setup from the local [redacted] agent, left the job site upon arrival. ...

during the day my driver delivered what he could up 4 flights of stairs.  close to the end of the day the customer advised my driver that he had a elevator but did not want it used.  My driver proceeded to use the elevator and delivered all of customer goods with the exception of 5 pcs of furniture that he could not carry himself or would fit into elevator.  I contact the local [redacted] agent and arranged for them to come out the next day to move the remaining items from the garage into customer home.  Customer advised that it would work better for him to have them come out on Monday 7/25 since he would be out of town until then.  we arranged for crew to return to customers home on the 25th and move the remaining items into his home.     I offered $250.00 as a gesture of good faith which was refused that he wanted more which I could not give, he then began to degrade me personally and professionally along with using vulgar language.  I ended our conversation.  he called me on Friday 8/5 wanting to know when he would receive is $250.00 check.  I have rescinded my offer and as stated in my email to customer there is no provision in our tariff for "inconvenience"  as his shipment was loaded and delivered on the agreed dates.   this was my email to Mr. [redacted].   We can agree that was there was some inconvenience on delivery of your household goods.  This was due to help from the local [redacted] agent not willing to help our driver deliver your shipment.  There is no reimbursement for inconvenience.  Your delivery did occur on the requested delivery date with the exception of 5 pcs which our employee was not able to deliver by himself.  We made arrangements with the local agent to come out the next morning to move items from your garage into yourresidence but you preferred to have them come out on the following Monday, 7/25, as that was best for your schedule.    In my conversation with you on your day of delivery,  I offered an amount to help offset some of your inconvenience and in our conversation you did not want to be placated with that small amount and wanted more.  As I stated I was not able to give you more and that there were no provisions in our tariff for inconvenience.  You then started your degradation of me personally and professionally along with your use of vulgar language at that time I ended our conversation.  I will not speak with you any further regarding this matter.  I have rescinded my offer and wish you the best in your new home.    Sincerely,   [redacted], GM Dunmar Moving Systems [redacted] ###-###-#### Fax: ###-###-####

Review: I retained Dunmar Moving Systems/[redacted] Van Lines for a family house move from [redacted] to [redacted] The price was $3,536.88, paid by cashier's check. The items were picked up in [redacted] on Monday July 18 by a three-man crew (1 foreman, 2 laborers). Delivery was scheduled in [redacted] the following morning, Tuesday July 19. A three man crew showed up at the residence in [redacted], the same foreman from the day before with two local laborers. After bringing in one load from the truck the two laborers walked off the job, saying simply "they weren't up for it today" and they "weren't being paid enough." Dunmar was unable to find replacements in a timely manner, with the result that I brought in the items into the house together with the foreman who remained. At 2pm a single retired laborer arrived, but he was physically unfit and could not lift the items into the house. The foreman and I finished moving the items in around 4pm, with many left in the ground floor garage where they currently remain. The contract with Dunmar stated that it would be a "no touch" move and the move would be complete without my participation. Unfortunately, without my involvement, the move would not have happened. I have done 10+ moves in my life and never had an experience where 2 of the crew simply quit. It was Dunmar's responsibility to ensure a reliable labor force.Desired Settlement: Since Dunmar performed effectively half of the move, I believe half of the move cost should be refunded. Dunmar has offered a $250 adjustment, which in my view is illusory, as it simply reflects the cost of the two laborers who quit on the job.

Business

Response:

What he failed to state was that according to driver he helped with a few light items in the beginning and the driver performed delivery on 95% of household goods to a four story townhome. The labor that we had setup from the local [redacted] agent, left the job site upon arrival. during the day my driver delivered what he could up 4 flights of stairs. close to the end of the day the customer advised my driver that he had a elevator but did not want it used. My driver proceeded to use the elevator and delivered all of customer goods with the exception of 5 pcs of furniture that he could not carry himself or would fit into elevator. I contact the local [redacted] agent and arranged for them to come out the next day to move the remaining items from the garage into customer home. Customer advised that it would work better for him to have them come out on Monday 7/25 since he would be out of town until then. we arranged for crew to return to customers home on the 25th and move the remaining items into his home. I offered $250.00 as a gesture of good faith which was refused that he wanted more which I could not give, he then began to degrade me personally and professionally along with using vulgar language. I ended our conversation. he called me on Friday 8/5 wanting to know when he would receive is $250.00 check. I have rescinded my offer and as stated in my email to customer there is no provision in our tariff for "inconvenience" as his shipment was loaded and delivered on the agreed dates. this was my email to Mr. [redacted]. We can agree that was there was some inconvenience on delivery of your household goods. This was due to help from the local [redacted] agent not willing to help our driver deliver your shipment. There is no reimbursement for inconvenience. Your delivery did occur on the requested delivery date with the exception of 5 pcs which our employee was not able to deliver by himself. We made arrangements with the local agent to come out the next morning to move items from your garage into yourresidence but you preferred to have them come out on the following Monday, 7/25, as that was best for your schedule. In my conversation with you on your day of delivery, I offered an amount to help offset some of your inconvenience and in our conversation you did not want to be placated with that small amount and wanted more. As I stated I was not able to give you more and that there were no provisions in our tariff for inconvenience. You then started your degradation of me personally and professionally along with your use of vulgar language at that time I ended our conversation. I will not speak with you any further regarding this matter. I have rescinded my offer and wish you the best in your new home. Sincerely, [redacted], GM Dunmar Moving Systems [redacted] ###-###-#### Fax: ###-###-####

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Apparently, the company's customer service policies are dictated by whether [redacted] has been offended by a vulgar word he hears.I admit to using a vulgar word when the delivery crew quit on the day of the move. I think this is expected. What is unexpected is the fact that [redacted]'s sensibilities are so fragile as to not be able to tolerate hearing a vulgar word.The bottom line: the crew failed to deliver the goods on the date agreed. I had to assist with significant inconvenience to myself. I am not in the wrong here, Dunmar is. They failed me, and their inability to make amends speaks volumes.One additional note: the foreman ([redacted]) has told the Dunmar Manager ([redacted]) that I helped with a "few light items in the beginning." This is simply not true, and it indicates the company fosters a culture of dishonesty. They will not hesitate to stab the customer in the back the moment it suits their interest. I was busy assisting [redacted] with the move the entire day. You can ask my new neighbors who thought I was part of the moving team when I introduced myself to them on the sidewalk at 1pm drenched in sweat.Apparently, Dunmar is hiding behind a "he said, she said" strategy which we won't resolve here, particularly given the family relation between the witness and [redacted]. The situation speaks for itself, and the company's complete inability to serve their customer is simply astonishing.The next time I will be sure to use a professional moving service. I was exceedingly forgiving and solicitous of [redacted]'s needs throughout the day (bottled water every hour, very forgiving of where items were to go). The fact that this is how I am repaid is dismaying.

Regards,

Business

Response:

customers shipment was loaded and delivered on the agreed dates. all of customers goods WERE delivered into residence. there were 5 pcs that were placed in customers garage that we tried to arrange for delivery the next day but customer was not available. it was mutually agreed with customer and we arranged with the local [redacted] agent to move items from garage into residence on the following Monday. we are sorry that the customer was inconvenienced on delivery day.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,