As already stated to the client - the few items that are missing we are trying to locate now in our storage facilityThe customer service department has been in touch with the client and will keep him up to date with any new developmentsIn addition - he was provided with the claims departments information where he can already start the claims process if he wishes Unfortunately in teh transportation business - items can be lost and/or damagedWe do apologize for any inconvenience and will do our best to locate any missing items and send them to him as soon as possible
Before any move is loaded for delivery a phone call is made to verify that the client is ready to receive delivery and to make sure they aware of the balance and payment methods for delivery payment The client was called - was given all relevant payment information and confirmed he was ready for deliveryOur truck has arrived and he was all of a sudden not able to receive deliveryFor this reason - we have to charge a redelivery feeOur trucks and crew cannot wait around for days waiting for a client to arrive or have someone help them outThey are given information prior to make sure they can properly prepareWe have other clients we have to serve and a schedule to keep to make sure other clients moves are not delayed We do understand the client was suddenly not able to accept delivery however the client was given information in advance and we did do our partThe charge is the redelivery fee to resend our truck and crew to his area - a charge which will not fully cover the expenses incurred by his last minute change Please contact us if you require any additional information
Better Business Bureau: 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 [Provide details of why you are not satisfied with this resolution.] Regards,You people are degeneratesI'm not trying to file a claim thru the Revdex.com I know how to file a claim with the information I was givenThis dispute is not about a file claim, it's about the customer service at this company and how they lie and deceive the customer about delivery timesWhen u call to inquire about the status of your delivery you get a different answer each time and that's only if ur able to get a hold of someoneThe customer service personnel are combative, defensive, and just plain rude!! If they're gonna be there to answer questions then they should know answers to questions Instead of saying I don't know that's all I have in the computerIf the customer request to speak to a manager then the customer should be transferred to a manager, that never happened in my situationI just received an attitude from the customer service person and her hanging up in my faceStop trying to point the finger at the customer and fix the issue(s) that customers are complaining about!! These issues are happening far too often as per the numerous reviews I've been readingSo fix the issues and be honest and truthful about delivery times and u won't have issues!! This is the type of company that will just keep goin back and forth with customer instead of finding a solution so I'm sure I will get another reply from this company trying to point the finger at the customer instead of taking responsibility for their actionsOh and stop talking about filing a claim because that's not what I'm doing here, once I check all my belongings to see what's missing I will file a claim by the instructions that I was given! This is not about a claim
The Revdex.com is supposed to be a neutral party to help negotiate disputes - this client does not have a dispute - she only wants to bash the companyWe are sorry she feels the service which she received was anything less than excellentShe does have the claims departments information and can file a claim at any time if she wants This "complaint" does not warrant a responseIf the client actually has a complaint and wants us to look into it and try and negotiate a settlement she is more than welcome to turn to the claims department which is open days a weekWe are more then willing to sit, listen, help and negotiate when there is an actual issue at handThank you and please contact us if you require any additional information
Sent: Sunday, December 20, 1:AMTo: drteamSubject: [redacted] Complaint To Whom It May Concern: We see this complaint is still openWe have done our best to address the client's needsHer demands are extremely unreasonableShe has the information for the claims department where she can file a claim for compensation if there were any missing/damaged items however a full refund is outrageousPlease add this to the file and reopen the file until you have completed the investigationWe are available to send any additional documents if neededThank you Frontier Moving
Revdex.com: 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 [Provide details of why you are not satisfied with this resolution.] Regards,Once again Frontier van lines is in total breach of the contractWhom ever is responding to this complaint is either outright lying or is seriously mentally challengedI have attached a word document with a supporting link that undeniably represents that this is the common method of operation of Frontier van lines (Houston)I have not done any research on [redacted] to date but will be doing so in the near futureMy claims are obviously in any stretch of the imagination "outrageous"I have not received any form of communication from Frontier other than a boiler plate response from a Tiffany Fstating they were looking in to my missing/stolen belongingsIt appears to me that it is much more lucrative to steal and sale my items entrusted to Frontier Van Lines than to move themTo date that is my assumption due to the fact they they have not called or emailed with any update or status of their findingsPlease let me know who and what (in detail) has been done to locate and deliver (as per the contract) my assetsAdditionally I need to reiterate that [redacted] is a total joke and likely illegal as it strips me of all my basic rights as a consumerI will not be filing a claim through that organizationI will likely be filing a class action suit insteadShould the company decide to step up and deliver what they were entrusted with I will consider not moving forward with previous said actionAdditionally, Who ever within the organization is responding to my facts is more than welcome to contact me anytime my phone number (which you have) is [redacted] My email address is (which you also have) is [redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
This is exactly the problem! I call daily to the the frontier Customer Service hotline and get no answer! When I leave a voicemaIL nobody reruns the callsI would be happy to discuss the move and delivery date with the customer service if someone would answer the phone or call me back! Terrible Customer service!
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** *** *** originally quoted cub Ft, over the phone, I knew some diff in the endI asked what my cubic ftwas when a worker said there was more room in the first truckThe foreman said, don’t say anythingWhen done he didn’t allow me to see inside the truck! He gave me paperwork to sign, which said my things were Final price from$6,to$9,740.00.I told him I was going to look inside the moving truck to see Cu Ft markings when they deliverI called several times and related the scratched and dinged up the walls of the house and they said be sure to note thatI called talked to Nicole to? Delivery and to note prior issuesThe truck arrives and I ask to see the cubic feet markings on the ceiling, he said no problem and it said Cubic Ft, however I still had to pay the balance $in CASH to release my thingsI called customer Service, Katia who answered asked how I knew my furniture and items/boxes etcwas cu ftand I said I was looking inside the truck as we spoke, she said I signed paperwork for cu ftSo that’s what I had to pay for said the foreman told me it was 3300, She said why did I let them load? What, how was I to know what the cubic ftwould be? She would not listen and talked over me and when I finally said I was going to file a complaint, she said I don’t care if you call ***! She is the rudest person! She asked why I didn’t say something sooner, I did call and talked to Nicole, and Katia said there was no notesWHERE ARE THE PHONE RECORDS?I asked to a supervisor and she told me she was it, I asked to speak to someone higher up and she said she was it and hung up on meWhen the movers were unloading the truck, I was called to see multiple times, which meant something was either broken or damagedFour major items were destroyed, MY China Cab was broken in the back and the mirror shattered, a top piece was broken off and one of the legs of a chair was ripped offMy bedroom set has a broken piece and damaged corners and topMy *** French door Refrigerator front and sides are so completely scratched (down to bare metal) and the door has a large dent and the top edges are dented that it is unusablePer *** *** Website: *** *** *** exists to provide excellent service and value to its customers while maintaining our uncompromising principals as we growLong Distance: *** *** *** understand that special care and attention are required for such a big move, our professional team will ensure the secure, timely delivery of your belongings anywhere in the countryServices include: Storage in transit for interstate customers
Our long distance movers are professional, efficient, and attentiveWe take the extra care needed to ensure a safe long-distance journey for your valued possessionsHow we operate: Deliver “Wow” Service with Proactive Customer ServiceConduct Our Business With The Highest Moral And Ethical StandardsStrive For Operational ExcellenceBe Transparent In Everything We DoABOUT US: Provide impeccable service and maintain an unwavering commitment to honest pricingCustomer service department, operations staff and expert moving crews work closely together to provide a seamless serviceWe communicate to our customers with a frequency & honesty which most of our competitor’s do not understandWe are sensitive to special requests, scheduling needs and circumstances that make all the difference between a miserable moving experience and a pleasant oneThis is the *** commitment to each and every customerDeliver the least stressful relocation experience possibleSo If the above statements are accurate, then *** *** has overcharged, been unethical, incompetent and negligent and utilized unprofessional movers that were inefficient, inexperienced and oblivious to the above statements made by the company and their mission statement
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]
Regards,
What is the policy on delivering ones items? You say it is that you have to inform someone in advance of delivering their items so please inform me of the process you guys are supposed to take to have their items deliveredAlso if you are saying it is and that you guys did inform me in advance, please provide phone record proof of the phone calls.
I am not contacting customer service for the main reason that I would like written proof of all you guys are saying to meAlso if you can't resolve it with a third party then it definitely won't be resolved without it
The allegations the customer is making are outrageous and ridiculousItems can be lost and damaged when being transported cross countryIt is an unfortunate part of this business and our company does the best we can to keep track of all items and keep them all safeMistakes sometimes can happen.
We will not tolerate being compared to other companies - whether they are still operating or if companies with revoked licensesWe are our own companyWe work hard and do our best to provide a great service - as stated previously - unfortunately mistakes can happen and we work to fix themAll of our storage managers are aware of the missing items and will continue to search for the itemsIN the mean time - the client has the information for the claims departmentThe claims department analyzes each claim according to the contract and insurance policy the customer chose and to the complaints made.
We do apologize for any inconvenience however we will not tolerate allegations of us losing items on purpose or being compared to other companiesThis is completely out of lineAgain - the customer has all the information to file a claim
The client is distorting the facts. The client had additional items on their pickup date which he wished for us to ship. Our costs are very different from [redacted] delivers a container for the client to load. Our company is a full service company - we wrap, pad and pack items as well as load and...
unload and place furniture on delivery whereever the client wishes. It is unfair to compare our prices when our services we offer are completely different. The client had additional items and services needed on pickup so they were added to the price - this was done before items were loaded and with complete approval by the client.
In regards to delivery - sometimes delivery times can take longer than expected - this is also written on the clients quote. Some delays our out of our hands such as weather (hurricane, storms, ect) and other traffic issues that may arise. We do our best however to arrive when the clients wish or as close to the date as possible. From our records, delivery has already occurred. He also recevied an overall discount of over $200.
The client has the contract information for the claims department. They are the only department which handles refunds and claims. The client can make a claim and they will review the issues and if compensation is due - an approval letter will be sent to the client for his final approval and then a check sent. We do apologize for any inconvenience - this was definitely not our intention. Wishing the client the best of luck in his new home.
Sent: Monday, February 15, 2016 12:47 AMTo: drteamSubject: ID [redacted] As per our previous responses - the client was already provided an over $100 discount and items were delivered. This complaint should be closed - the job has completed. Please contact us if you require any additional information. Thank you
Revdex.com:
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. [Provide details of why you are not satisfied with this resolution.]
Regards,Once again Frontier van lines is in total breach of the contract. Whom ever is responding to this complaint is either outright lying or is seriously mentally challenged. I have attached a word document with a supporting link that undeniably represents that this is the common method of operation of Frontier van lines (Houston). I have not done any research on [redacted] to date but will be doing so in the near future. My claims are obviously in any stretch of the imagination "outrageous". I have not received any form of communication from Frontier other than a boiler plate response from a Tiffany F. stating they were looking in to my missing/stolen belongings. It appears to me that it is much more lucrative to steal and sale my items entrusted to Frontier Van Lines than to move them. To date that is my assumption due to the fact they they have not called or emailed with any update or status of their findings. Please let me know who and what (in detail) has been done to locate and deliver (as per the contract) my assets. Additionally I need to reiterate that [redacted] is a total joke and likely illegal as it strips me of all my basic rights as a consumer. I will not be filing a claim through that organization. I will likely be filing a class action suit instead. Should the company decide to step up and deliver what they were entrusted with I will consider not moving forward with previous said action. Additionally, Who ever within the organization is responding to my facts is more than welcome to contact me anytime my phone number (which you have) is [redacted] My email address is (which you also have) is [redacted]
[redacted]
The Revdex.com is supposed to be a neutral party to help negotiate disputes - this client does not have a dispute - she only wants to bash the company. We are sorry she feels the service which she received was anything less than excellent. She does have the claims departments information and can file a...
claim at any time if she wants.
This "complaint" does not warrant a response. If the client actually has a complaint and wants us to look into it and try and negotiate a settlement she is more than welcome to turn to the claims department which is open 5 days a week. We are more then willing to sit, listen, help and negotiate when there is an actual issue at hand. Thank you and please contact us if you require any additional information.
Business Bureau:
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. [Provide details of why you are not satisfied with this resolution.]
Regards,You people are degenerates. I'm not trying to file a claim thru the Revdex.com I know how to file a claim with the information I was given. This dispute is not about a file claim, it's about the customer service at this company and how they lie and deceive the customer about delivery times. When u call to inquire about the status of your delivery you get a different answer each time and that's only if ur able to get a hold of someone. The customer service personnel are combative, defensive, and just plain rude!! If they're gonna be there to answer questions then they should know answers to questions Instead of saying I don't know that's all I have in the computer. If the customer request to speak to a manager then the customer should be transferred to a manager, that never happened in my situation. I just received an attitude from the customer service person and her hanging up in my face. Stop trying to point the finger at the customer and fix the issue(s) that customers are complaining about!! These issues are happening far too often as per the numerous reviews I've been reading. So fix the issues and be honest and truthful about delivery times and u won't have issues!! This is the type of company that will just keep goin back and forth with customer instead of finding a solution so I'm sure I will get another reply from this company trying to point the finger at the customer instead of taking responsibility for their actions. Oh and stop talking about filing a claim because that's not what I'm doing here, once I check all my belongings to see what's missing I will file a claim by the instructions that I was given! This is not about a claim.
Sent: Sunday, December 20, 2015 1:56 AMTo: drteamSubject: [redacted] Complaint To Whom It May Concern: We see this complaint is still open. We have done our best to address the client's needs. Her demands are extremely unreasonable. She has the information for the claims department where she can file a claim for compensation if there were any missing/damaged items however a full refund is outrageous. Please add this to the file and reopen the file until you have completed the investigation. We are available to send any additional documents if needed. Thank you. Frontier Moving
As already stated to the client - the few items that are missing we are trying to locate now in our storage facility. The customer service department has been in touch with the client and will keep him up to date with any new developments. In addition - he was provided with the claims departments...
information where he can already start the claims process if he wishes.
Unfortunately in teh transportation business - items can be lost and/or damaged. We do apologize for any inconvenience and will do our best to locate any missing items and send them to him as soon as possible.
Again - the client can turn to customer service if he has any additional questions. Our schedules are not built around individuals - we have many clients and clients are expected to be flexible like the company is. We do our best but we cannot wait days for customers to be ready for delivery after already stating they are ready to accept delivery. Customer service will be happy to help and answer any question/explain legal contract.
Before any move is loaded for delivery a phone call is made to verify that the client is ready to receive delivery and to make sure they aware of the balance and payment methods for delivery payment.
The client was called - was given all relevant payment information and...
confirmed he was ready for delivery. Our truck has arrived and he was all of a sudden not able to receive delivery. For this reason - we have to charge a redelivery fee. Our trucks and crew cannot wait around for days waiting for a client to arrive or have someone help them out. They are given information prior to make sure they can properly prepare. We have other clients we have to serve and a schedule to keep to make sure other clients moves are not delayed.
We do understand the client was suddenly not able to accept delivery however the client was given information in advance and we did do our part. The charge is the redelivery fee to resend our truck and crew to his area - a charge which will not fully cover the expenses incurred by his last minute change.
Please contact us if you require any additional information.
As already stated to the client - the few items that are missing we are trying to locate now in our storage facilityThe customer service department has been in touch with the client and will keep him up to date with any new developmentsIn addition - he was provided with the claims departments information where he can already start the claims process if he wishes Unfortunately in teh transportation business - items can be lost and/or damagedWe do apologize for any inconvenience and will do our best to locate any missing items and send them to him as soon as possible
Before any move is loaded for delivery a phone call is made to verify that the client is ready to receive delivery and to make sure they aware of the balance and payment methods for delivery payment The client was called - was given all relevant payment information and confirmed he was ready for deliveryOur truck has arrived and he was all of a sudden not able to receive deliveryFor this reason - we have to charge a redelivery feeOur trucks and crew cannot wait around for days waiting for a client to arrive or have someone help them outThey are given information prior to make sure they can properly prepareWe have other clients we have to serve and a schedule to keep to make sure other clients moves are not delayed We do understand the client was suddenly not able to accept delivery however the client was given information in advance and we did do our partThe charge is the redelivery fee to resend our truck and crew to his area - a charge which will not fully cover the expenses incurred by his last minute change Please contact us if you require any additional information
Better Business Bureau: 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 [Provide details of why you are not satisfied with this resolution.] Regards,You people are degeneratesI'm not trying to file a claim thru the Revdex.com I know how to file a claim with the information I was givenThis dispute is not about a file claim, it's about the customer service at this company and how they lie and deceive the customer about delivery timesWhen u call to inquire about the status of your delivery you get a different answer each time and that's only if ur able to get a hold of someoneThe customer service personnel are combative, defensive, and just plain rude!! If they're gonna be there to answer questions then they should know answers to questions Instead of saying I don't know that's all I have in the computerIf the customer request to speak to a manager then the customer should be transferred to a manager, that never happened in my situationI just received an attitude from the customer service person and her hanging up in my faceStop trying to point the finger at the customer and fix the issue(s) that customers are complaining about!! These issues are happening far too often as per the numerous reviews I've been readingSo fix the issues and be honest and truthful about delivery times and u won't have issues!! This is the type of company that will just keep goin back and forth with customer instead of finding a solution so I'm sure I will get another reply from this company trying to point the finger at the customer instead of taking responsibility for their actionsOh and stop talking about filing a claim because that's not what I'm doing here, once I check all my belongings to see what's missing I will file a claim by the instructions that I was given! This is not about a claim
The Revdex.com is supposed to be a neutral party to help negotiate disputes - this client does not have a dispute - she only wants to bash the companyWe are sorry she feels the service which she received was anything less than excellentShe does have the claims departments information and can file a claim at any time if she wants This "complaint" does not warrant a responseIf the client actually has a complaint and wants us to look into it and try and negotiate a settlement she is more than welcome to turn to the claims department which is open days a weekWe are more then willing to sit, listen, help and negotiate when there is an actual issue at handThank you and please contact us if you require any additional information
Sent: Sunday, December 20, 1:AMTo: drteamSubject: [redacted] Complaint To Whom It May Concern: We see this complaint is still openWe have done our best to address the client's needsHer demands are extremely unreasonableShe has the information for the claims department where she can file a claim for compensation if there were any missing/damaged items however a full refund is outrageousPlease add this to the file and reopen the file until you have completed the investigationWe are available to send any additional documents if neededThank you Frontier Moving
Revdex.com: 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 [Provide details of why you are not satisfied with this resolution.] Regards,Once again Frontier van lines is in total breach of the contractWhom ever is responding to this complaint is either outright lying or is seriously mentally challengedI have attached a word document with a supporting link that undeniably represents that this is the common method of operation of Frontier van lines (Houston)I have not done any research on [redacted] to date but will be doing so in the near futureMy claims are obviously in any stretch of the imagination "outrageous"I have not received any form of communication from Frontier other than a boiler plate response from a Tiffany Fstating they were looking in to my missing/stolen belongingsIt appears to me that it is much more lucrative to steal and sale my items entrusted to Frontier Van Lines than to move themTo date that is my assumption due to the fact they they have not called or emailed with any update or status of their findingsPlease let me know who and what (in detail) has been done to locate and deliver (as per the contract) my assetsAdditionally I need to reiterate that [redacted] is a total joke and likely illegal as it strips me of all my basic rights as a consumerI will not be filing a claim through that organizationI will likely be filing a class action suit insteadShould the company decide to step up and deliver what they were entrusted with I will consider not moving forward with previous said actionAdditionally, Who ever within the organization is responding to my facts is more than welcome to contact me anytime my phone number (which you have) is [redacted] My email address is (which you also have) is [redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
This is exactly the problem! I call daily to the the frontier Customer Service hotline and get no answer! When I leave a voicemaIL nobody reruns the callsI would be happy to discuss the move and delivery date with the customer service if someone would answer the phone or call me back! Terrible Customer service!
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** *** *** originally quoted cub Ft, over the phone, I knew some diff in the endI asked what my cubic ftwas when a worker said there was more room in the first truckThe foreman said, don’t say anythingWhen done he didn’t allow me to see inside the truck! He gave me paperwork to sign, which said my things were Final price from$6,to$9,740.00.I told him I was going to look inside the moving truck to see Cu Ft markings when they deliverI called several times and related the scratched and dinged up the walls of the house and they said be sure to note thatI called talked to Nicole to? Delivery and to note prior issuesThe truck arrives and I ask to see the cubic feet markings on the ceiling, he said no problem and it said Cubic Ft, however I still had to pay the balance $in CASH to release my thingsI called customer Service, Katia who answered asked how I knew my furniture and items/boxes etcwas cu ftand I said I was looking inside the truck as we spoke, she said I signed paperwork for cu ftSo that’s what I had to pay for said the foreman told me it was 3300, She said why did I let them load? What, how was I to know what the cubic ftwould be? She would not listen and talked over me and when I finally said I was going to file a complaint, she said I don’t care if you call ***! She is the rudest person! She asked why I didn’t say something sooner, I did call and talked to Nicole, and Katia said there was no notesWHERE ARE THE PHONE RECORDS?I asked to a supervisor and she told me she was it, I asked to speak to someone higher up and she said she was it and hung up on meWhen the movers were unloading the truck, I was called to see multiple times, which meant something was either broken or damagedFour major items were destroyed, MY China Cab was broken in the back and the mirror shattered, a top piece was broken off and one of the legs of a chair was ripped offMy bedroom set has a broken piece and damaged corners and topMy *** French door Refrigerator front and sides are so completely scratched (down to bare metal) and the door has a large dent and the top edges are dented that it is unusablePer *** *** Website: *** *** *** exists to provide excellent service and value to its customers while maintaining our uncompromising principals as we growLong Distance: *** *** *** understand that special care and attention are required for such a big move, our professional team will ensure the secure, timely delivery of your belongings anywhere in the countryServices include: Storage in transit for interstate customers
Our long distance movers are professional, efficient, and attentiveWe take the extra care needed to ensure a safe long-distance journey for your valued possessionsHow we operate: Deliver “Wow” Service with Proactive Customer ServiceConduct Our Business With The Highest Moral And Ethical StandardsStrive For Operational ExcellenceBe Transparent In Everything We DoABOUT US: Provide impeccable service and maintain an unwavering commitment to honest pricingCustomer service department, operations staff and expert moving crews work closely together to provide a seamless serviceWe communicate to our customers with a frequency & honesty which most of our competitor’s do not understandWe are sensitive to special requests, scheduling needs and circumstances that make all the difference between a miserable moving experience and a pleasant oneThis is the *** commitment to each and every customerDeliver the least stressful relocation experience possibleSo If the above statements are accurate, then *** *** has overcharged, been unethical, incompetent and negligent and utilized unprofessional movers that were inefficient, inexperienced and oblivious to the above statements made by the company and their mission statement
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]
Regards,
What is the policy on delivering ones items? You say it is that you have to inform someone in advance of delivering their items so please inform me of the process you guys are supposed to take to have their items deliveredAlso if you are saying it is and that you guys did inform me in advance, please provide phone record proof of the phone calls.
I am not contacting customer service for the main reason that I would like written proof of all you guys are saying to meAlso if you can't resolve it with a third party then it definitely won't be resolved without it
The allegations the customer is making are outrageous and ridiculousItems can be lost and damaged when being transported cross countryIt is an unfortunate part of this business and our company does the best we can to keep track of all items and keep them all safeMistakes sometimes can happen.
We will not tolerate being compared to other companies - whether they are still operating or if companies with revoked licensesWe are our own companyWe work hard and do our best to provide a great service - as stated previously - unfortunately mistakes can happen and we work to fix themAll of our storage managers are aware of the missing items and will continue to search for the itemsIN the mean time - the client has the information for the claims departmentThe claims department analyzes each claim according to the contract and insurance policy the customer chose and to the complaints made.
We do apologize for any inconvenience however we will not tolerate allegations of us losing items on purpose or being compared to other companiesThis is completely out of lineAgain - the customer has all the information to file a claim
The client is distorting the facts. The client had additional items on their pickup date which he wished for us to ship. Our costs are very different from [redacted] delivers a container for the client to load. Our company is a full service company - we wrap, pad and pack items as well as load and...
unload and place furniture on delivery whereever the client wishes. It is unfair to compare our prices when our services we offer are completely different. The client had additional items and services needed on pickup so they were added to the price - this was done before items were loaded and with complete approval by the client.
In regards to delivery - sometimes delivery times can take longer than expected - this is also written on the clients quote. Some delays our out of our hands such as weather (hurricane, storms, ect) and other traffic issues that may arise. We do our best however to arrive when the clients wish or as close to the date as possible. From our records, delivery has already occurred. He also recevied an overall discount of over $200.
The client has the contract information for the claims department. They are the only department which handles refunds and claims. The client can make a claim and they will review the issues and if compensation is due - an approval letter will be sent to the client for his final approval and then a check sent. We do apologize for any inconvenience - this was definitely not our intention. Wishing the client the best of luck in his new home.
Sent: Monday, February 15, 2016 12:47 AMTo: drteamSubject: ID [redacted] As per our previous responses - the client was already provided an over $100 discount and items were delivered. This complaint should be closed - the job has completed. Please contact us if you require any additional information. Thank you
Revdex.com:
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. [Provide details of why you are not satisfied with this resolution.]
Regards,Once again Frontier van lines is in total breach of the contract. Whom ever is responding to this complaint is either outright lying or is seriously mentally challenged. I have attached a word document with a supporting link that undeniably represents that this is the common method of operation of Frontier van lines (Houston). I have not done any research on [redacted] to date but will be doing so in the near future. My claims are obviously in any stretch of the imagination "outrageous". I have not received any form of communication from Frontier other than a boiler plate response from a Tiffany F. stating they were looking in to my missing/stolen belongings. It appears to me that it is much more lucrative to steal and sale my items entrusted to Frontier Van Lines than to move them. To date that is my assumption due to the fact they they have not called or emailed with any update or status of their findings. Please let me know who and what (in detail) has been done to locate and deliver (as per the contract) my assets. Additionally I need to reiterate that [redacted] is a total joke and likely illegal as it strips me of all my basic rights as a consumer. I will not be filing a claim through that organization. I will likely be filing a class action suit instead. Should the company decide to step up and deliver what they were entrusted with I will consider not moving forward with previous said action. Additionally, Who ever within the organization is responding to my facts is more than welcome to contact me anytime my phone number (which you have) is [redacted] My email address is (which you also have) is [redacted]
[redacted]
The Revdex.com is supposed to be a neutral party to help negotiate disputes - this client does not have a dispute - she only wants to bash the company. We are sorry she feels the service which she received was anything less than excellent. She does have the claims departments information and can file a...
claim at any time if she wants.
This "complaint" does not warrant a response. If the client actually has a complaint and wants us to look into it and try and negotiate a settlement she is more than welcome to turn to the claims department which is open 5 days a week. We are more then willing to sit, listen, help and negotiate when there is an actual issue at hand. Thank you and please contact us if you require any additional information.
Better...
Business Bureau:
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. [Provide details of why you are not satisfied with this resolution.]
Regards,You people are degenerates. I'm not trying to file a claim thru the Revdex.com I know how to file a claim with the information I was given. This dispute is not about a file claim, it's about the customer service at this company and how they lie and deceive the customer about delivery times. When u call to inquire about the status of your delivery you get a different answer each time and that's only if ur able to get a hold of someone. The customer service personnel are combative, defensive, and just plain rude!! If they're gonna be there to answer questions then they should know answers to questions Instead of saying I don't know that's all I have in the computer. If the customer request to speak to a manager then the customer should be transferred to a manager, that never happened in my situation. I just received an attitude from the customer service person and her hanging up in my face. Stop trying to point the finger at the customer and fix the issue(s) that customers are complaining about!! These issues are happening far too often as per the numerous reviews I've been reading. So fix the issues and be honest and truthful about delivery times and u won't have issues!! This is the type of company that will just keep goin back and forth with customer instead of finding a solution so I'm sure I will get another reply from this company trying to point the finger at the customer instead of taking responsibility for their actions. Oh and stop talking about filing a claim because that's not what I'm doing here, once I check all my belongings to see what's missing I will file a claim by the instructions that I was given! This is not about a claim.
Sent: Sunday, December 20, 2015 1:56 AMTo: drteamSubject: [redacted] Complaint To Whom It May Concern: We see this complaint is still open. We have done our best to address the client's needs. Her demands are extremely unreasonable. She has the information for the claims department where she can file a claim for compensation if there were any missing/damaged items however a full refund is outrageous. Please add this to the file and reopen the file until you have completed the investigation. We are available to send any additional documents if needed. Thank you. Frontier Moving
As already stated to the client - the few items that are missing we are trying to locate now in our storage facility. The customer service department has been in touch with the client and will keep him up to date with any new developments. In addition - he was provided with the claims departments...
information where he can already start the claims process if he wishes.
Unfortunately in teh transportation business - items can be lost and/or damaged. We do apologize for any inconvenience and will do our best to locate any missing items and send them to him as soon as possible.
Again - the client can turn to customer service if he has any additional questions. Our schedules are not built around individuals - we have many clients and clients are expected to be flexible like the company is. We do our best but we cannot wait days for customers to be ready for delivery after already stating they are ready to accept delivery. Customer service will be happy to help and answer any question/explain legal contract.
Before any move is loaded for delivery a phone call is made to verify that the client is ready to receive delivery and to make sure they aware of the balance and payment methods for delivery payment.
The client was called - was given all relevant payment information and...
confirmed he was ready for delivery. Our truck has arrived and he was all of a sudden not able to receive delivery. For this reason - we have to charge a redelivery fee. Our trucks and crew cannot wait around for days waiting for a client to arrive or have someone help them out. They are given information prior to make sure they can properly prepare. We have other clients we have to serve and a schedule to keep to make sure other clients moves are not delayed.
We do understand the client was suddenly not able to accept delivery however the client was given information in advance and we did do our part. The charge is the redelivery fee to resend our truck and crew to his area - a charge which will not fully cover the expenses incurred by his last minute change.
Please contact us if you require any additional information.