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First USA Vanlines, LLC

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Reviews First USA Vanlines, LLC

First USA Vanlines, LLC Reviews (11)

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

during their move. It is never our intention for our customers to be less than satisfied with our services.  Rate per cubic foot: It clearly states on the original estimate the rates for a move to or from the Hawaiian Islands. ALL additional overage beyond what the customer supplied for the original estimate is charged at $10 per cubic foot. Actual Cubic Feet: Since the customer insists that they did not have over 200 cubic feet and our crew refuted this, we would like to recommend that the customer file a claim with our 3rd party claims company [redacted]). [redacted] is truly a neutral 3rd party who analyzes claims for many different moving companies nationwide. They are not insurance and are not responsible for payment for any approved claims or otherwise. The adjusters must analyze claims based upon Federal Regulations and [redacted] guidelines as they are heavily regulated by the [redacted]. If there is an overcharge due to inaccurate calculation of cubic feet they will identify the problem, investigate all aspects of the move, and then advise us if we owe our customer compensation based upon what they determine as our legal liability. It would put the customer’s mind at ease to have a professional investigate all of their claimed complaints.  Claim: We have contacted [redacted] to initiate a claim file for the customer and allow them to file a proper claim as required by law. The customer was sent login information on 12/23/14 in order to file a claim online and up to date no claim has been received. We are unable to offer any monetary compensation to the customer until they file a claim and provide all the support required to allow our claims company to properly analyze the claim. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations. We do go above and beyond for our customers and many times allow amounts beyond our legal liability depending on the circumstances of each case. For further assistance with filing claims the customer may contact [redacted] directly at ###-###-#### or via email at [redacted] . Please provide Claim ID # [redacted] when contacting [redacted].  We regret the customer found it necessary to file a Revdex.com complaint but we trust that the above explanation enables them to better understand our position in this matter.

We would like to inform the customer that we have notified the applicable people about the grammatical error in the heading for [redacted]’s website (a single misspelling of the word; courteous). We certainly apologize that the grammatical error has inconvenienced the customer. [redacted] has been in contact with the company who created the web page; their web page is new as of 2015. Also, if the customer feels that the written detailed directions are complex, the customer could call or email [redacted]; their phone number, email, webpage - all their contact information is located on the front page where the banner is. Upon speaking with [redacted] we were advised the customer has not bothered to reach out to them for any assistance. In fact, the customer has not even expressed their interest in filing their claim since this has happened. However, the customer seems to keep very busy filing multiple complaints.Online Reviews: If you are looking to find dirt on anyone or any business you will find everything you are looking for (and more) on the internet! People are quick to file complaints before they take the time to try to work toward an amicable resolution directly with the company. Not very many people will go online and say a good word; there is rarely enough time to do that. If customers wish to put their faith in online reviews (when they are already looking for smut to back up their frustration) then so be it. However, we suggest customers search their own name online and maybe that will assist them with making a determination about the validity of complaints online and how easily they can be twisted.Public: As for the complaints being printed for the public, we would happily comply with that as well. Every story has more than one side; and it is not just to demand that only one side be heard. We believe that these are false allegations & unscrupulous statements but are still willing to have a neutral 3rd party review the claim and tell us what the law says; NOT our opinion, not the customer’s opinion, no bias allowed just following Federal Regulations. We have done nothing but repeatedly ask the customer to file a claim so we can be advised of our legal liability then we can proceed from there. That is hardly grounds to provoke the customer to want to post these negative untruths on the Revdex.com site. If you are in a car accident and want to be compensated for the repair of your car, then you file a claim. It is mandatory according to Federal Regulations that in order for the customer to seek any compensation at all from [redacted] they must begin this process by filing a claim. The first attempt to reach an agreement is reserved for the carrier and only the carrier. Per Federal Regulations we must NOT voluntarily pay any claims unless filed in writing per the filing requirements and within the time limit allowed by law. There will be no compensation offered unless it is determined due through the claims’ process.We hope they understand filing complaints is not achieving any results whereas filing a claim will begin the process of working to reach an amicable resolution. There comes a point when customers must admit they are not filing complaints to “save other people” (whom they do not know); but they file them because they are angry and are out to get “even” with those they feel are responsible. The customer needs to realize we are trying to reach out to them by encouraging them to file a claim. There are many companies who just turn their backs if customers choose not to help themselves. We are genuinely trying to resolve these complaints for the customer. We do go above and beyond for our customers and many times allow amounts beyond our legal liability depending on the circumstances of each case.We regret that the customer felt the need to continue their complaint with the Revdex.com. We trust that the above explanation enables them to better understand our position on these matters.

I have reviewed the response 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.I did provide a copy of the missing and damaged items list. As a matter of fact, I provided the Missing/Damaged Items form, a detailed missing list of my own, and a damaged list as well. They did not ask for any follow up and I made it clear that a laptop is missing and several other items as well. Here is the email in the sent folder to prove it. I took a screenshot. Observe the date.If they want, I will send pictures of the missing and damaged items again if I have them.They did offer me insurance on my shipment at a price of almost $7000!! That is insane. I could barely afford what they quoted me at because I was told on the phone by Noel at Cardinal that my shipment would be around $5000. Then that changed to about $8000+.$73 is NOT okay as a settlement. That is ridiculous. The CSI Pros form also negated all my size and weights that I put in for the missing items.

Regards,[redacted]

Thank you for your communication dated January 9, 2015, received today, and the response it contains from [redacted] and/or their aliases. I note your '7 calendar days' response time window which would now appear closed...
I would like to refer you to the claims website that they reference, and the associated instructions for filing a claim. Please note the grammatical errors in their header logo legend and then try to use the on on-line facility. I enclose a printed copy for your reference. Is is hardly 'user friendly' and promises nothing of any value.
I would also like to refer you to the on-line forum comments that are posted concerning this 'claims service' and [redacted]. Reference to both these entities is easily found by a [redacted] search.
Despite this, I would be very happy to have the text of my complaint publicly posted to the Revdex.com website - or anywhere else -  if it would help keep this company from defrauding others. I do not see any remorse from them or any spirited attempt to recompense me for the fraud they perpetrated in my personal case.
 
[redacted].

First we would like to apologize any inconvenience the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services.  Loss and Damage- We have contacted CSI our Claims Service provider to initiate a claim file...

for the customer and allow them to file a proper claim as required by law. The customer was sent login information on 03/10/14 in order to file a claim online and up to this date no claim has been received.  The customer states that the crew members were rude: We regret the customer had to sustain such unacceptable behavior of our foreman, crew members. Our company policy provides for disciplinary action when such a complaint is received by a customer. The matter has been addressed by management. We really would like to thank the customer for bringing this to our attention and our company would like to express to the customer a vote of thanks for bringing this to our attention as it helps us keep our customers first. Please be assured that this has been forwarded to our quality control department to avoid such behavior in the future and also avoiding further complaints. We value our customers and would like them to remain as happy as they can possibly be.  Payment before unloading: It is printed very clearly on the original estimate, the front and back of the bill of lading, as well as we explained to the customer about the fact that payment in full is required before the unloading of the truck at delivery. Furthermore, this is common practice for the protection of all moving companies.   Re-packing of some items- Sometimes it is necessary to repack some of the items that customers pack. Our crew members are trained professionals that must evaluate each box to ensure the safety of the customers belongings before they ship. If a foreman feels that an item is not properly secure, the foreman will recommend to the customer that extra precautions needs to be taken to secure the items.  Not able to access our third parties web site- The customer was given information to contact CSI Claims Service International. If the customer is experiencing difficulties, the customer should contact Claims Service International at their toll-free number 1-877-274-0074 and speak with one of their customer service representatives so that the customer is better assisted.   Compensation for Loss/Damaged Items- The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by the federal regulations. Per federal regulations we must NOT voluntarily pay any claims unless filed in writing per the filing requirements and within the time frame allowed by law. Once the claim is filed it will be analyzed in nthe order it was received and compensation if due will be offered based upon our legal liability and within the time frame allowed. For further assistance with filing claims the customer may again contact CSI directly at 877-274-0074 or via emailat [email protected]. Please provide Claim Id 22560 .  We regret the customer found it necessary to file a Revdex.com compliant but we trust that the above explanation enables them to better understand our position in this matter.

I have reviewed the response 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

 

I did not receive any contact from the third party CSI pros since I involved the Revdex.com . I never received anything in writing about paying for my belongings in full prior to unloading of them. This does not protect the consumer and benefits the moving company. I cannot accept that it is standard policy to pay for a service in full prior to the service being completed successfully and properly, this only benefits a scam or incredulous company to continue ripping people off. I hired this company to move all of my belongings I entrusted them with, and they have lost my items. It. Is ridiculous that I follow their claim instructions and can not properly file a claim due to software issues on their end, but it does not surprise me that they have lost my claim information as well, since their company is so disorganized.

Cardinal would like the customer and the Revdex.com to kindly look at the exhibit submitted by the customer. The list of missing items is not sent to us, but to CSI for the customer’s claim. We cannot look for items when we do not know what to look for. We do not handle claims, we outsource them to our claims company per our monthly service contract. They are not insurance. They are strictly hired by movers to analyze claims based upon evidence which would stand in a court of law. This is also why carriers outsource their claims to CSI; they know the laws and they will tell them what the legal liability is according to the law and that keeps carriers in compliance with all Federal Regulations. You can compare CSI’s services to that of a public defender for the customers. They assist customers with getting through the claims process, take all evidence the customer provides and submits it to the carrier to get the customer’s claimed items approved. However, as stated before, the monetary compensation is determined by the customer the day of the move when they sign for their valuation choice. CSI cannot change the valuation choice that customers make.Further, we would like to encourage the customer to communicate with CSI and ask how they can help her through the dispute process; i.e.: what additional information can she possibly provide to help her settlement offer be adjusted (if any). CSI will help her; that is what they do. They are there to assist our customers; this is why we work with this company. However, the customer must refer to her instructions on her settlement offer for filing a dispute or she must call CSI to find out how to proceed; Federal Regulations require this all be done within a specific timeframe. For further questions about the dispute process the customer may call CSI 9 am -5 pm (EST) Monday through Friday (noon to one o’clock is lunch) at ###-###-####. Should the customer choose to file a dispute on her own she must submit an email to [email protected] stating why she does not agree with the settlement offer and saying she wishes to file a dispute.We regret that the customer felt the need to continue her complaint with the Revdex.com. We trust that the above explanations enable her to better understand our position on these matters.

This is in response to the complaint the customer has filed with your office, The customer is complaining that he never received his refund. We would like to

take a moment to explain the policy and procedures with our company to process refunds.

First we would like to...

apologize for any inconvenience the customer may have experienced with our company. It is never our intention for the customer

 to be less than satisfied with our services.  Below you will find the process for refunding payments to our customers.

Customer Refund- The customer contacted our company on 02/05/14 and requested services from our company, on 2/12/14 the customer called back to

cancel the service and at that point the customer stated that he would like a refund of his deposit in the amount of $150.00. The refund was placed in queue

to be reviewed, However we ask that the customer allow up to a total of 30 days to receive their funds, reason being we have to follow the proper procedures

when issuing a credit or refund to a customer’s credit/debit card. The customers refund was processed on 2/27/14 and will reflect on the customer’s credit/debit

card statement, we strongly advise the customer to inquire with his banking institute to check the status of his refund. 

We regret the customer found it necessary to file a Revdex.com complaint but we trust that the above explanation enables them to better understand our position in this matter,

with this being said we ask that you remove this Revdex.com Complaint and confirm the receipt of this response.

First we would like to apologize for any inconvenience the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services.Storage Charges: Storage fees are based upon the size of the shipment and it also includes people...

unloading the items into storage and then back again from storage to the truck. The price for storage is defined in the original estimate as well as on the bill of lading. The customer was in agreement with the terms to which her signature attests. We have copied the section on the original estimate which is sent to the customers for them to review at their own convenience before they are asked to sign or before they are asked to pay any money for their move. Please see the section below:Missing/Damaged: The customer must understand that all moving companies must consolidate shipments in order to keep the price of shipping household goods to reasonable rates. Also, it is not normally the case that the items are transported their entire trip on the same truck they are picked up on. However, whatever the methods of transportation of household goods are, the fact remains that the color coded, chronologically numbered, with one specific lot number for that batch of tags can come off. These goods go through all kinds of weather and the tags can fall off, the other items packed on or around the boxes can tear the tags off, they can fall off when being transferred from the pickup vehicle to storage, or any other number of normal occurrences may happen. Further, when boxes are not packed as full and as tight as they can possibly get it leaves the opportunity for the top or bottom sides collapsing due to any stacking of the boxes on top of it. Not everyone knows this helpful hint and for certain, we experience a lot where boxes collapse, items then poke out or tear the box, then the items are falling out of that box, the boxes on top of it can fall, if they have sharp contents or heavy items they can fall into others’ shipments as well, causing a domino effect. If the items spill onto the floor the movers do not know the contents of the boxes to know whose shipment it belongs to. They are not allowed to open boxes; they are only allowed to try to tape the boxes closed to help retain the remaining contents inside. This is a hypothetical example, but we would like the customer to know there are other possibilities besides theft or tampering of her items. Cardinal has ZERO tolerance for theft! All of our employees are aware that if they are proven guilty of such behavior that we will prosecute to the fullest extent of the law.No List of Items: Also, when the customer advised us that she had missing and damaged items we sent out a “Missing Items Form” immediately. We requested the customer complete it and return it as soon as possible. The customer contacted us saying they could not open this form. We then advised her to submit a written list with as much description as possible of each item. Up to date no form has been received. We do not know what to look for if we are not informed what is missing. We DEFINITELY DO work our hardest to retrieve any items that are reported as missing. We search the warehouse, re-track our steps, contact the other customers whose items shared the truck with their shipment, and we keep looking for a reasonable amount of time to see if the items can be located.Coverage Determines Monetary Compensation Amount: The customer did not choose and pay for the Full Replacement Value Valuation Coverage on the day of the move. The customer instead chose the Released Liability Valuation Coverage of $0.60 per pound per article. If the customer wanted insurance it is their responsibility to obtain insurance on their items before the move with an actual insurance company; valuation is not the same thing as insurance. Movers cannot be expected to carry insurance on items which they do not even know what they are or what condition they are in. Movers do not know what is inside the boxes or how damaged or perfect each item is that is already wrapped (if they do not fit in a box). This is the responsibility of the customer.Settlement: The customer is not satisfied with the initial settlement offer. However, on 02/01/15 the customer filed a dispute. The dispute process if offered to allow the customer to provide any additional information for their claim that they did not submit for the initial filed claim. Once the customer does supply this additional information a Senior Adjuster at CSI will then re-review the claim to see if any adjustments can be made to the settlement offer.The customer did not allow us the opportunity to search. There was never a list received at our office providing our crew the pertinent information required to begin searching for each item. We need the sizes, colors, every detail in case we have questions. Then we could have attempted to locate their items. It has nothing to do with theft. As careful as we are, accidents do happen. That is why there is a claims process intact.We regret that the customer felt the need to file a complaint with the Revdex.com. We trust that the above explanation enables them to better understand our position on these matters.

First we would like to apologize for any inconvenience the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services. First we would like to apologize for any inconvenience the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services.  Rate per cubic foot: It clearly states on the original estimate the rates for a move to or from the Hawaiian Islands. ALL additional overage beyond what the customer supplied for the original estimate is charged at $10 per cubic foot. Actual Cubic Feet: Since the customer insists that they did not have over 200 cubic feet and our crew refuted this, we would like to recommend that the customer file a claim with our 3rd party claims company [redacted]). [redacted] is truly a neutral 3rd party who analyzes claims for many different moving companies nationwide. They are not insurance and are not responsible for payment for any approved claims or otherwise. The adjusters must analyze claims based upon Federal Regulations and [redacted] guidelines as they are heavily regulated by the [redacted]. If there is an overcharge due to inaccurate calculation of cubic feet they will identify the problem, investigate all aspects of the move, and then advise us if we owe our customer compensation based upon what they determine as our legal liability. It would put the customer’s mind at ease to have a professional investigate all of their claimed complaints.  Claim: We have contacted [redacted] to initiate a claim file for the customer and allow them to file a proper claim as required by law. The customer was sent login information on 12/23/14 in order to file a claim online and up to date no claim has been received. We are unable to offer any monetary compensation to the customer until they file a claim and provide all the support required to allow our claims company to properly analyze the claim. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations. We do go above and beyond for our customers and many times allow amounts beyond our legal liability depending on the circumstances of each case. For further assistance with filing claims the customer may contact [redacted] directly at ###-###-#### or via email at [redacted] . Please provide Claim ID # [redacted] when contacting [redacted].  We regret the customer found it necessary to file a Revdex.com complaint but we trust that the above explanation enables them to better understand our position in this matter.

Again we would like to apologize for any inconvenience andmisunderstanding the customer may have experienced. It Is never our intentionfor our customers to be less than satisfied with our services.  No Contact From CSI: The customer was referred to our ClaimsCompany CSI. He was sent login information on 2/17/14. We have contacted CSIand requested that they resend the customers his login information again today 03/28/14at approximately 11:30. If the customer needs further assistance with filinghis claim he may contact CSI directly at 877-274-0074 or via email at [email protected]. Please provideclaim ID [redacted] when contacting CSI. Paying in full prior to unloading: On the Bill of Lading andthe Original Estimate it states in the Method of Payment section that “Remainingbalance must be paid in full prior to the unloading of the truck at destinationby PMO, Cashier’s Check or Cash.” It is the customer’s responsibility to readthe terms and conditions prior to signing the Bill of Lading and the OriginalEstimate to make themselves aware of methods of payment and payment terms. The signatureon the Bill of Lading and Original Estimate show that he read, understood andagreed to all of the terms and conditions including the methods of payment andpayment terms.

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Address: PO Box 301, Greenwood, Missouri, United States, 64034-0301

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