Guardian Cargo Logistics

This was an amazing moving experience! The customer service was great at explaining rates and she even verified everything by emailThey also always answer the phone in a very professional and high quality mannerEverything went great throughout the whole move from start to finishI’m very impressed with this moving company!!

My complaint is toward the customer service I received from Guardian along with them stating a refund of deposit was coming to me but never did until I called the company that was on my bank statement, yes I understand that they go through a different company pretaining veichle transport but the fact is I wasn't treated right through the whole process so my complaint is still toward Guardian Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

This moving company is amazing!! They haven’t disappointed me throughout the move even once! They are very professional in every way and took care of all my belongings very cautiouslyI highly doubt u will get disappointed for them when you have the chance to hire these guysI highly recommend them! The movers did very detailed packing to all my household itemsEverything was in good position and I am definitely recommending this moving company to all of my friendsWhoever is planning on moving needs to hire these guysThey’re the best!

First, we would like to apologize for any inconvenience that the customer may have experienced It is never our intention for our customers to be less than satisfied with our services However, we respectfully request that this complaint be removed The customer admits that [redacted] is who charged her, not Guardian We are very clear to our customers that we do not actually transport the vehicles We provide customers needing their autos shipped with an explanation of our minimal involvement concerning auto transport This indemnifies Guardian from anything pertaining to auto transport Please see the below paragraph from the release: We will obtain a price, schedule a pickup date and make a reservation for youPayment will be issued by you directly to the vehicle transportation company [unless otherwise authorized]As Guardian moving & Storage does not provide actual vehicle transportation services and has no control over the actual vehicle transportation, Guardian Moving & Storage cannot be held liable for any delays or claims resulting from the transportation of your vehicle whatsoeverShould the need arise, all claims or disputes must be addressed directly with the carrierThe vehicle transport will be covered under the Terms & Conditions of the transportation carrier onlyPlease contact the carrier for any questions or concerns regarding your auto transportationBased thereon, I hereby release, waive, discharge, and covenant not to sue Guardian Moving & Storage, and hereby release Guardian Moving & Storage from any and all liability, claims, demands, action and causes of actions whatsoever arising of or related to any loss or damage that may be sustained to any property belonging to me, during the transportation of my Vehicle with the third party independent shipperIn signing this release, I acknowledge and represent that I have read the foregoing, understand and sign it of my own free will and intend to be bound by itFurthermore, I acknowledge and represent that adequate consideration has been given and received for the enforcement of the sameOrder Number: [redacted] We regret that 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

First we would like to apologize for any inconvenience the customer may have experienced during their moveIt's never our intention for our customers to be less than satisfied with our services The customer has many complaintsSome are repeated but we will only address each subject time Estimate: When providing an estimate we are completely dependent upon our customers to supply an accurate inventory list as well as their requests for any services which they require to successfully complete their moveOn the original estimate we include important information about the terms & conditions of using our services, what items or services are included in the estimate price, what items or services result in additional charges, etcFurther, it does clearly state that any additional cubic feet beyond what was estimated are charged at $per cubic footAll of this pertinent information is emailed to customers to review at their own convenience plenty of time before they are asked to sign, before they are asked to pay, so customers can make an informed decision about whether they agree to our terms & conditions, pricing, timeframes, etcThere is only complaint that the customer complains about that is NOT addressed in the original estimate; storage on the islandsHowever, storage was not requested at the time of bookingHad the customer mentioned storage or scheduling issues we could have avoided much of this messIt is simply not valid to say "NOBODY TOLD ME" Guide for Estimates: Estimators use software which uses the standard weight guide created by the American Moving & Storage Association (AMSA)The customers provide the list of items & the estimator selects the item on the computer & it calculates the total weight when finishedHowever, as we state in our estimates this is only an estimate, not a contract as the customer stated! The legal & binding contract is the bill of lading Honor Binding Estimate: The original estimate is binding on both customers & carriersProviding the items listed on the original inventory list don't vary (more volume), & providing there is not a change in the order for the move (packing/etc.) the price will be exact; However, if the movers must accommodate additional items or provide services which are not already on the estimate, the price will increase due to the changesThere is not anything shyster about that CHOICES: When shipping goods we must make space reservations based upon the volume estimated at the originThe movers don't automatically assume that everything in a residence is intended for shipping unless specified by the customer in advanceIf the customer fails to report to the movers that there are additional items the movers will start the work assuming that only the items on their list are the ones to serviceWhen a carrier finds that there is an increase in the inventory of items needed to be serviced they stop loading & issue a revised estimate at which point the customer has CHOICES: Move only the items which are listed on the original estimateThe customer would become responsible for the packing & the transportation of the additional items that were not originally ordered to be shipped; this would prohibit any additional items from being added to the list & avoid it resulting in additional charges Ship all items, original list plus additional items listIt is mandatory that the movers execute a revised estimate to include all items, services & adjust applicable chargesThe customer will sign the revised estimate in agreement that it represents the accurate list of items & services requested for their move Cancel the move altogetherIf the customer chooses to do so, the movers will unload any items already loaded, stop any packing services being performed, & only charge the customers an hourly rate for the time spent plus any accessorial service fees for services already rendered Forced: This was an informed decision that the customer made not a forced decisionThe movers don't select the pickup window; the customers doIf they schedule their pickup this close to having to vacate the premises any last minute decisions which must be made are due to the customer's scheduling troubles; it cannot be blamed on the movers! It is not the movers' responsibility to plan the customers' scheduleOur movers offered the customer choices as required by federal regulationsThe customer did not like their options, but they were given options Fraudulent Misrepresentation: Guardian is not guilty of such allegationsThe customer's original inventory list was for pieces to be packed & shipped (approximately cu ft were estimated based on the AMSA weight guide) Upon arrival to the origin without any previous warning from the customer they had additional pieces which they now required to be packed/shipped, the foreman estimated about cu ft of space should be reserved just to be safeFurther, the customers received packing services in the amount of $The increase in the price is due to the change in the order for the move -prematurely filling the original cu ft, & the packing services requiredNot from "misrepresentation or fraudulent practices" Promise: Neither the sales representative nor the driver/crew can give the ETA for the shipment, once the job is booked it is transferred to dispatch & it's up to the dispatch to coordinate the ETA (Estimate Time of Arrival) Delivery-July/August: The customer contradicts themselves about this subjectIn the 1st paragraph they complain that the delivery did not happen in July, but then describes how our reps tried to email to get payment & delivery address but they had none Guardian "Did Not Tell" the Customer: We provide our necessary information on the original estimate, the bill of lading (front & back), as well as other documents which were provided to the customer at the originWe feel it is insolent to read every term together with customersWe would hope that our customers would not sign any legal document before they read the entire information pertaining to what they are signingGuardian is a professional company & we treat our customers with respect Hostage: We addressed this briefly in the above paragraphHowever, the customer now states we held their items hostage until the credit card was approvedOn the original estimate, the revised estimate, the bill of lading, as well as in our applicable tariff it clearly details the collection of payment & the methods of payment acceptedIt is industry standard for all carriers to require the payment in full before the unloading of the truck Guardian Staff: We regret that the customer doesn't feel they received good customer serviceWe have noted her dissatisfaction & the multiple listed reasons Release: Any company which provides any compensation to their customers for their complaints will require you sign a release so the complainant cannot repeatedly complain about the same thing Settlement: Guardian has provided the customer a settlement offer based upon the valuation coverage which was chosen by the customer the day of the moveIf the customer would kindly refer to their bill of lading on the left side it shows that the customer chose to waive the full replacement valuation & signed for the released liability valuation choice of $per lb per articleThat is how the monetary compensation amount is determined should their claim be approvedHowever, the customer chose to file complaints instead of file a disputeCSI offers the customer another chance to see what they claimed that was not approved & why it wasn'tIf the customer files a dispute they get additional time to submit the evidence that they were lacking (if any) for their first claimThen, the claim will be reviewed by a senior adjuster & if there are any adjustments which can be made at that time they will do so & create another settlement offerUltimately, Guardian pays what is determined to be our legal liability directly to the customer (CSI is not insurance) The customer's claim was analyzed based upon federal regulations, DOT guidelines, the shipping documents, & evidence submitted by the customerWe have offered what was determined to be our legal liability to the customerThe customer declinedWe understand that it can be confusing when you move to understand industry standards, federal regulations, DOT requirements which we must abide byWe hope that explaining these in writing enables the customer to better comprehend the situation We regret that the customer felt the need to file a complaint with the Revdex.comWe trust that the above explanations enable them to better understand our position in these matters

All I can say is that they are completely fantasticI was completely stressed before moving, and moving is never an easy thing and could be very stressful, therefore it’s important to choose the right moving company
The booking process was very easy, the movers *** and *** showed up precisely on timeThese guys were fabulous and organized with the timing and the whole moveAmazing moving company

First, we would like to apologize for any inconvenience that the
customer may have experienced. It is
never our intention for our customers to be less than satisfied with our
services.
Hostage: There is not
a hostage situation. Guardian did
experience some technical difficulties with the phone lines but that was fixed and
there should not be any reason that the customers cannot reach us.
Delay at Delivery: The
customer was asked what the date will be the first available date they will be
ready for delivery. The customer stated
09/13/15. From that date we have up to
business days to attempt the delivery of the shipmentWe will not guarantee a
date for delivery unless a dedicated truck was requested and paid for Everything that was agreed upon is in writing
and it is the customer’s responsibility to verify all their needs are included
in the original estimate
Charges: The customer
only has charges for days of storage accrued.
As a customer courtesy we will waive these storage fees and will be more
than happy to proceed with this move.
Delivery: As stated
above, the customer chose the 1st available date of 09/13/15. From that day we are allowed up to
business days to attempt the delivery.
We will call the customers when their shipment leaves the mainland and
is headed for Hawaii.
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 09/24/in order to file a claim online and up to date no
claim has been received. 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
For further assistance with filing claim the customer may
contact CSI directly at *** or via email at ***. Please provide Claim ID *** when contacting
CSI
We regret that 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

Apology: We have indeed offered apologies but they
fell on deaf ears due to the level of anger and frustration the customer
expressed any time they contacted us.
Inform of
Process: As we stated, we did not know
what was to be expected of us either.
Claim Filing: The date the customers filed is not a
reflection of us nor of ***. Mr***
had all the tools available to them to file at their convenience and on
10/17/they did successfully file their claim.
Claim
Requirements: Guardian nor *** determine
the requirements for filing household goods claims. The information required is required by
Federal Regulations and is only requested to assist the customers to obtain the
best determination possible for their claim.
So, yes, it was a lot of work, but mostly due to the quantity of the
items the customers claimed as damaged.
No
Contact: Once filed, all claims go in
line to be reviewed in the order they are received and within the timeframe
that the law allows. The customers must
remember that once his claim was successfully filed Federal Law allows up to
days from the date it was successfully filed for some form of
word/information to be provided to the customer; whether it be a denial, an
approval with a settlement offer, or a letter advising that there needs to be
an extension. *** does not contact the
customers just to provide status updates when there is not any news for
them. *** will call if there are
items/information which will assist with the assessing of the claim. However, we asked *** to review the
representative notes; the notes show there are different entries for notes
for this claim.
Patience: Again, we cannot speed up due process. We were doing what we could to get through
unknown territory. We needed to be
completely aware of what we had to work with before we could even begin to
consider what kind of compensation we could offer the customer. The date they received their items was
08/03/and they hired a restoration company on 08/11/15. This process was not “a year” as the customer
states
Denial of
Claim: The denial of the customer’s
claim is NOT because we doubted there was a fire. However, fires can leave minimal or no damage
at all, they can leave nothing salvageable, or they could damage things
anywhere in between nothing and everything.
The customers did not concern themselves with the possibility that we
were considering our options (due to the fact that we would be paying for this
out of pocket). Guardian was not allowed
the opportunity to inspect the items to even attempt to investigate if there
were any other options (which may be just as effective and/or less expensive) before
the customers hired the restoration company which would provide the services
for approximately $8,000. There was not
evidence that the damage to their items was to the extent they claimed. It is our right to make that determination if
it is going to be our dime. For
example: Consider if your spouse was
involved in an auto accident. Without
you having the opportunity to even see the damaged vehicle (to see if you
should invest in repairing it, or for you to have your own trusted
mechanic/auto body repair person look to see if the fix would be minimal work
and money or if you should just cut your losses) your spouse goes out (without
consent) and signs that YOU will pay for a new *** instead of the Kia you
were paying for. This is similar to what
we are explaining. We were denied the
opportunity to completely assess the situation and make a decision. We had time (according to the law) to make a
decision. But the customers did not
involve us in their decision and tried to sign us up for the “***”
$7,000/$8,
Bill: There was a possibility that there
was a less expensive and more cost effective alternative; but the customers
were not patient and they chose the restoration company and chose to instruct
the company to take care of things. We
were not part of that decision.
Settlement
Offer: The customer is not happy with
the settlement offers we have made.
While we regret that the compensation is not what the customers
anticipated, they must also stop and realize that we are not obligated to offer
anything due to not being able to inspect the evidence and assess the whole
situation. We cannot just be presented
with a bill and be expected to pay such an outrageous price. However, we have not just turned our backs to
the customers either. We have offered
settlements to the customers which they continue to refuse. Our generosity is shunned and we are still
being depicted as the enemy. We will
offer one final settlement amount The
customers were offered $1,on 05/20/15.
Should the customers reject this offer we will instruct *** to close the
claim for “lack of interest” on 06/20/15.
We regret
that the customers think that we have not tried to take care of their concerns,
but that is not the case We value all
of our customersDespite the fact that the customers submitted negative
reviews, filed a DOT complaint, and have done what they could to hurt our
reputation due to this event, we have continued to offer the customers amounts
beyond our legal liability to help them offset some of the expenses they
endured due to a choice that they made without consulting with Guardian (they
were impatient). We are trying to work
with the customers; we are not enemies and ask that they consider this
situation as a whole. It would be
appreciated if the customers would recognize that our generosity is not
mandatory. We did not choose the
restoration company and we did not instruct them to create an $8,bill!
Guardian
regrets that the customers felt the need to continue their complaint with the
Revdex.com. We trust that the above
explanations enable 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 moveIt is never
our intention for our customers to be less than satisfied with our servicesHowever, we were still in the middle of required processes concerning the
whole matterThe customers took matters
into their own hands because they became impatientAlthough we are sincerely apologetic to the customers for this
inconvenience, we cannot just accept the liability until we have had the opportunity to assess the severity of the damage
and the due process is completedWe were not aware of what was to be requested of us to be able to advise the
customers that we would require an inspectionWe have never dealt with situations as this, so we, too, were learning
as we goThe customers are not the only ones who have suffered from this mishap as this is a terrible financial setback
for all partiesYes, per Federal Regulations we are not legally liable to compensate the customerGuardian’s owners could just close
the book on this caseHowever, we care about our customers and offered to compensate the customers as a gesture of
good faithGestures of good faith are not mandatory and are done as a customer courtesy onlyThey are straight from
our pocket to the customers’ to help offset some of the inconvenience they say they have experiencedOn 03/17/we
asked *** to prepare and send a settlement letter to the customers offering this gesture of good faithUp to date the
customers have not accepted the offerWe are reaching out one last time to the customers to offer them a final settlement offer of $for their troublesWe hope that the customer recognizes our efforts and understands we are trying to do what we canWe have already
endured the expense of payment to the driver, the crews which loaded and unloaded, the estimator who created the
move with the customer, and the customer service representatives who have assisted in this process, as well as paid for
the fuel for the tractor trailer and all miles put on the vehicle(s)This is a generous offer considering we are not proven
liable and also considering the cost of the moveWe regret that the customer felt the need to file a complaint with the Revdex.comWe trust that the above explanation enables
them to see we are reaching out to them

I never received a receipt from Guardian when I continued to request an email of all the details of cost which I still never received even after I cancelled and then got charged the $The only thing I can show is the transactions from my bank account which shows *** *** the company they use to transport vehiclesSo I have no proof of Guardian charging me which at the time of complaint on Revdex.com I hadn't received a refund from anyone until two days after I received $from *** which shorted me $ I no longer going after the $from Guardian but I'm still putting in the complaint of the Customer service I received from Guardians employee's Chris B*** and JasmineI am unhappy with how I was treated and how they handle the whole process

This moving company is amazing! They always seemed to understand everything I needed and never hesitated to do anything I askedThey professionally unloaded all of my things in my new houseI am very proud of myself that I chose to move with this moving company
If you are looking for a really well priced and professional moving company, I highly suggest you use these guysThey are great!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

First, we would like to apologize for any inconvenience that the
customer may have experienced. It is
never our intention for our customers to be less than satisfied with our
services. However, we respectfully
request that this complaint be removed.
The customer admits that
*** *** *** is who charged her, not
Guardian.
We are very clear to our customers that we do not actually
transport the vehicles. We provide
customers needing their autos shipped with an explanation of our minimal
involvement concerning auto transport.
This indemnifies Guardian from anything pertaining to auto
transport. Please see the below
paragraph from the release:
We will obtain a price, schedule a pickup date and make a reservation
for youPayment will be issued by you directly to the vehicle transportation
company [unless otherwise authorized]As Guardian moving & Storage does
not provide actual vehicle transportation services and has no control over the
actual vehicle transportation, Guardian Moving & Storage cannot be held
liable for any delays or claims resulting from the transportation of your
vehicle whatsoeverShould the need arise, all claims or disputes must be
addressed directly with the carrierThe vehicle transport will be covered
under the Terms & Conditions of the transportation carrier onlyPlease
contact the carrier for any questions or concerns regarding your auto
transportationBased thereon, I hereby release, waive, discharge, and covenant
not to sue Guardian Moving & Storage, and hereby release Guardian Moving
& Storage from any and all liability, claims, demands, action and causes of
actions whatsoever arising of or related to any loss or damage that may be
sustained to any property belonging to me, during the transportation of my
Vehicle with the third party independent shipperIn signing this release, I
acknowledge and represent that I have read the foregoing, understand and sign
it of my own free will and intend to be bound by itFurthermore, I acknowledge
and represent that adequate consideration has been given and received for the
enforcement of the sameOrder Number: ***
We regret that 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

Initial Business Response /* (1000, 7, 2014/03/13) */
First we would like to apologize for any inconvenience the customer may have experienced during their moveIt is never our intention for our customers to be less than satisfied with our services
Missing/Damaged Items: On 11/12/the
customer filed a claim with our third party claim company Claims Service International (CSI)The customer's claim was analyzed based upon the information that was provided by the customer and our companyWe offer customers the free of charge coverage of cents per lbper article as required per federal regulationsAny additional coverage is not free of charge and must be paid forThe customer contacted our office and our company started the claims process on the customer's behalfOur company would like to clear things up with the customer that our third party claims company is not an insurance company, they are only a claims analyzing company they do not pay for any claims through there company in any wayThe customer was advised that it could take up to days to process their claimSince this move was an interstate move it is governed by federal regulation which allows up to days for the processing of the claimWe regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims process
Photos and Supporting Documents: The customer sent in the information that was needed to file a claim with Claims Service International the claims service company will not return any documentation to the customer or our company all information is kept in safe keepings within their office for future referencesIf additional information is needed from the customer CSI will request that information in writingThe customer is responsible for providing the information that is needed from that point onOnce the claim has been processed the claims company will provide information to our company within their findings in our legal liability
Condition of Boxes: Our company handles all items with care, as professionals we pack each box with the proper packing material to ensure that there is not any room for items to shift around during transitIn this case the items were already packed by the customer and we simply preformed the moveOur crew are not permitted to open any of the customers boxes once they are sealed and ready to be shipped by the customerOur company offers services such as packing to ensure minimum to no damageHowever the customer was not satisfied with the quality of the shipment and we have offered the customer the option to file a claim with our third party claims companyOnce the claim has been processed the claims company will advise us of their findings and provide us with the proper information and we will compensate for the damages that the customer has claimed
Theft: The customer claims that theft occurred while the shipment was in transit, Our company has a very strict policy on theiftWe conducted an investigation within our company to ensure that none of the customers belongings were missingSometimes if any item is not secured properly our company will place the items within another box to ensure the safety of the customers itemsWe regret that the customer feels that items were taken from their shipment and we offer the customer our apology for this
We also regret that 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 matterWe request that the customer allow our third party claims company finalize the claims process and all the proper time to compensate for the claim if compensation is due, we ask that the customers complaint be either removed from the Revdex.com or it only reflect the facts in this matterAs we are doing everything that is necessary to help the customer in this matter
Initial Consumer Rebuttal /* (3000, 9, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This sounds like so much double-talk and duplicityIt has been months now and I have heard nothing
The theft was not address at all other then to say they have a strict policy?
A two shaft pool cue in a black leather box case is gone -- it had my name on the box and on the cue stick
The wardrobe box I had packed was from Home Depot -- the box I received was similar to the pone that they used for a special pack
All of the special pack artwork that I paid for damaged, refuting their claim of handling with care
Moreover, all of the boxes were crushed and damaged as if they had been dumped or thrownEvery piece of furniture I own has some evidence of damage
Guardian does not take care in handling possessions as it claims, but in fact destroys possessions in its care
I can't explain the anger I had when I unpacked and saw the damaged to all of my possessions
I have had several international moves and somehow there was only minor damage to a few objectsThis company managed to destroy or mark everything I own
When I post the photos of the boxes on social media websites the truth can be seen
"In this case the items were already packed by the customer and we simply preformed the moveOur crew are not permitted to open any of the customers boxes once they are sealed and ready to be shipped by the customerOur company offers services such as packing to ensure minimum to no damage."
Does this mean that if you do not pack the items, then you damage everything? Looking at the hundreds of photos of the damage and the smashed packing boxes it is clear that no care was takenItems in my original wardrobe box were taken and theft occurred
Final Business Response /* (1000, 24, 2014/04/18) */
Theft: Anytime a customer feels they have been subjected to theft, we encourage them to contact the police and file a police reportGuardian will fully cooperate with any police investigationWe have a ZERO tolerance policy for theftShould any employee of Guardian be convicted of theft we will prosecute to the fullest extentHowever, we cannot legally take disciplinary action until we have substantiating evidence and a convictionWe cannot act upon the words of a customer or trust based upon the word of an employee
Settlement Offer: We have contacted CSI to confirm that they have received the pictures from the customer; CSI has received over picturesAlthough we understand that the customer is less than satisfied with the results of their claim, the settlement offer was made based on our legal liabilitySince the customer chose the cent per pound per article free of charge valuation coverage to which his signature attests, the compensation will be low in comparison to the value of the items or the cost to repair as it is not the type of coverage that will cover such costsIf the customer is unsatisfied with the settlement offer, he can file a dispute with CSI and a CSI Senior Adjuster will review the case furtherCSI offers the dispute process to allow customers to further support their claim which may result in adjustments to their claim and possibly higher monetary compensation
We regret the customer felt the need to continue their complaint with the Revdex.com
Final Consumer Response /* (3000, 26, 2014/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent this letter upon receipt of my shipment in October 2013:
Mr*** Ms*** October 3,
Guardian Cargo & Logistics
Los Angeles, CA
Mr.***,
RE: Missing items and Damage to my shipment from ***, Hawaii to ***, Minnesota
To begin with I am absolutely astounded by the damaged condition of all of the boxesEvery single one has been battered as if they were deliberately thrown to cause damage to the contents - and considerable damage there wasThen missing items in my Wardrobe Box: I had purchased a Wardrobe Box from Home DepotThe Wardrobe Box delivered to me was not the same boxMine had a hanging rack - the box sent to me was missing items and everything was this dumped into the box completely defeating the reason for a Wardrobe Box - to hang clothing, to keep it from being wrinkled and damagedWhat was thrown into the box appeared to have first been used to wipe the floor, as everything was dirty and many missing items: three suits and a Polo rain coat, Polo Field Jacket and a Burberry trench coat are all missing from the Wardrobe Box I originally packed: A Navy Poplin Brooks Brothers Suit; A Navy pin Stripe Brooks Brothers Suit; A Grey Stripe Brooks Brothers Suit; a Ralph Lauren Rain Coat with Liner; and, Burberry Trench Coat with Liner, missing.: items - an upright tower fan, my pool cue in a black case with my name on it (shaft and two tips), a box of clothing and a box kitchenware are also missing
Three plates survived because they were plastic - a complete set for 8, DANSK plates - dinner plates and salad plates all destroyed; six salmon colored plates all destroyed; six Italian dinner plates cracked or chipped; and dozens of Japanese plates, bowls and other table items brokenThe boxes were all smashed and broken, then retapedThere is not one piece of furniture that hasn't been nicked, scratched or dented that I ownI have photos of the damage and photos of everything now after your company handled them*** your rep did a walk through and saw how everything once wasRemarkable - it's almost as though you had some sort of vendetta against me and was getting revengeThe extent of the damage is dauntingPhotos are attached
I am still unpacking boxes and unwrapping furniture but wanted to alert you to the extent of the damage to my possessionsAlso, I had a furniture dolly with my name on it that the movers in *** asked if they could use - I said yes but want it backIt is now missingThis is disgusting and discouraging, almost beyond belief
***
***
cc: ***
Now I am being told I should have contacted the policeThe theft was over $5,alone
This is unacceptable
I have contacted the U.SDepartment of Transportation Federal Motor Carrier Safety Division and spoke with the Processing Agent who suggested that I file a lawsuit against Guardian
I calculate over $20,in damages and lossesCSI offered $This is ridiculous
I have used movers many times and have never experienced anything like this: theft of possessions, damage to almost everything I ownWhere the loss and damage occurred I do not know -- it may have been in *** or in Los Angeles while my possessions were in storage
Guardian's offer is unacceptable and telling me now to call the police months after I had initially written when the movers came in October is indicative of the treatment I have received from this company
They claim to have received over pictures from me -- yet they did not acknowledge the damage to all boxes, and my other possessionsThis is absolutely amazing
I believe anyone should avoid Guardian Moving & Storage because of the lack of care and loss of my possessions
The processing agent suggested that I include my attorney's fees as a part of my lawsuit against this companyI believe that they are a gang of thieves

Initial Business Response /* (1000, 6, 2014/07/01) */
First, we would like to apologize for any inconvenience that the customer may have experienced during their moveIt is never our intention for our customers to be less than satisfied with our services
Binding Estimate: Binding
estimates as clearly indicated in their name, whether based on cubic feet or weight are binding on both the customers and the companySuch estimates if based on weight do not require a weight ticket since they are bindingThe only way to change a binding estimate is to write a revised binding estimate that automatically cancels out any previously given binding estimateThe revising of an estimate must be due to a change of order which results in a change of chargesWeighing shipments and adjusting the prices accordingly is only an option with a non binding estimate
Additional After Loading Truck: The customer's original estimate was based on pieces to be packed and shippedThe customer had items on her actual inventory sheetsHowever, the number of pieces may be close but the inventory list varied from what was listed on the original estimate which was agreed upon and used to calculate the approximate amount of space required to reserve for this shipmentThe customer had items they wanted shipped which were not listed on the initial inventory list on the original estimateWhen there is a change in the inventory our crew is not in position to assume all items are to be moved; especially if the list on the estimate they have in hand is substantially differentThey will start off by loading the items they are able to identify from their list, unless they were informed by the customer that they have a change of order and will need more items to be loadedAt that point the movers will cease from loading and will issue a revised estimate (as required by federal regulations) to include all the additional items which are now required to be movedA good example would be a custom order for a ringIf the customer orders a ring with diamond and smaller ruby then they are quoted an estimated price (binding based on the order they made for diamond and one ruby)However when the ring is presented to the customer after completion, should the customer then say they wanted more rubies added and the diamond is to be cut differently this will of course affect the priceIt is the same with moving estimatesAny change in the order for a move will result in a change in the price of the move
Storage: This customer's shipment was picked up on 04/28/The customer was asked what date would be the first date they would be available to accept their shipment; the customer said 5/30/From that date we have up to business days to deliver the shipment to the customer without being considered "beyond reasonable dispatch"The days free storage began the day the customer was picked up 4/28/and ended on 5/27/The customer would be responsible for any storage charges past the 27th of May until the delivery of their shipmentStorage is explained in her original estimate sent to her before the move with plenty of time to review before she was asked to sign any documents in agreement or put any money down for their move
Under Quote: The customer says *** and *** told her that our estimators purposely underestimate to get people to book their move and then hit them with many additional chargesThis is definitely not the caseGuardian must create their estimates using the same criteria that every other moving company usesThe American Moving & Storage Association has a standard table of measurement chart which gives average sizes/weights of ordinary household goodsThis same guide is used when creating moving software for moving companiesFurther, the boxes are not estimated as all "small" boxesWe request that the customer look at her own original estimateWe estimated the number of boxes at a medium sizeIt is not logical that our employees would say such a thing about our company, especially because it is not true, but also because it will undoubtedly result in a customer repeating such information*** and *** would ultimately be responsible for their words; this would not be positive information for an employee reviewWe apologize if the customer misinterpreted the information from *** and/or ***Guardian is not guilty of such allegations as the customer describedIt would not benefit our company in any way to do this
Stairs: The customer is welcome to dispute the $charge for stairs when she files a claimAnything more than stairsis considered a full flight
Compensation: The customer is welcome to file a claim with our 3rd party claims company Claims Service International(CSI)This would not be an insurance claim, but a claim filed under the valuation choice the customer made the day of the moveWe have contacted CSI to initiate a claim file for the customer and allow them to file a proper claim as required by lawNo compensation can be offered unless a proper claim is filed in writing with CSIShould the customer require assistance with filing her claim she may contact CSI directly Monday through Friday am to pm (EST) at ***It may be easier for the customer to communicate via email due to the time differenceThe customer may send her questions or concerns to ***She may also visit their website ***
We regret that the customer felt the need to file a complaint with the Revdex.comWe trust that the above explanations enable her to understand our position on these matters
Initial Consumer Rebuttal /* (3000, 8, 2014/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"The customer's original estimate was based on pieces to be packed and shippedThe customer had items on her actual inventory sheets."
If you review the inventory sheet (attached to this response), you will notice that a few items (though one item) were logged as individual and separate itemsFor instance, the king bed's headboard and rails were logged as two items (page of the descriptive inventory lines numbered 142-143)Lines and noted as glass are actually two glass shelves that are part of the TV stand (line on page 3) as a wholenot actually separate "items." Line on page which is noted as glass is the table top for the bistro table (line item on page 2) and so, again, not a separate itemThat is a total of items that were listed separately from as items when they are not87-4=however the inventory sheets show only items and therefore 86-4=which is again LESS that what was listed on the binding estimate which has also been attached for review
"The only way to change a binding estimate is to write a revised binding estimate that automatically cancels out any previously given binding estimate."
This was not done
"They will start off by loading the items they are able to identify from their list, unless they were informed by the customer that they have a change of order and will need more items to be loadedAt that point the movers will cease from loading and will issue a revised estimate (as required by federal regulations) to include all the additional items which are now required to be moved"
You are correct, this is a federal regulationUnfortunately, federal regulation was not followed in this case and I was informed of the additional cost only AFTER all goods had been loaded and was given the impression that I did not have a choice
"The days free storage began the day the customer was picked up 4/28/14"
Any reasonable person, when hearing or reading the word "storage" would not think that they would be charged storage fees while their goods are in transit by the moversThe estimate to move goods from point A to point B should include all charges necessary to complete the transitGoods are either in transit or in storage, they cannot be both at the same timeIf the customer is not able to take shipment immediately upon their first available delivery date, then they go from in transit to a holding or storage facility, and that is when storage charges should applyAdvising a customer that they have days of free storage when a move from Hawaii to the mainland take a minimum of days is deceptive
"Anything more than stairs is considered a full flight."
Per your binding estimate up to steps is consider a full flightThe number of steps the movers had to climb is exactly Please see the attached binding estimate for exact language
As I am unable to get a satisfactory solution thus far and response to my inquiries as to when my goods will be delivered have suddenly become vague and/or non-existent since advising of filing a complaint with the Revdex.com, I will now also be filing a complaint with the FMCSA
Final Business Response /* (4000, 16, 2014/07/11) */
Inventory: If you review the inventory sheets listing the actual items the customer shipped and compare them to the original inventory list the customer provided and we used to create an estimated price; you will see that the inventory list is not the sameAs stated in the original response there is not a substantial increase in inventoryHowever, when a customer tells their estimator to give them a price for moving a recliner (piece) and then upon arrival to the origin the movers find that you wanted to move a seat sofa (piece) instead of the recliner they were expecting; it's still one piece and will not increase the number of pieces for the move, but the required space for the piece is much largerThe customer was estimated for:
medium boxes King Bed single vanity patio chairs plasma TV 42"-60" floor lamp
patio table TV stand arm chairs ottoman arm chairs sofa - 3seat
The customer actually shipped the following items:
medium boxes small boxes large boxes folding cage bookcases vacuum
short wardrobes step stool TV stands half barrels whole barrel table folding table
dog kennel futon cooler king bed/headboard/etcchair folding chair TV
dressers/big stands mirrors lamp table folding table fan sofa ottoman
"glass"
As described above, the list of items which were shipped is different than what was listed for the estimateSome items are less than the original estimated amount (i.eboxes, ottoman), and some items were added (futon, table, dog kennel for example)We were expecting to reserve space for medium boxes (approximately) and only of the items were boxesThe rest are household goods like bookcases, etc
Revised Estimate: Due to the change in the order for the move the movers must cease from loading the truck after they have loaded what they can identify from the original estimate in handThis is when the customer is given options: #1) The customers can choose to advise the movers to continue loading the items despite the change in the inventory, the customers then must sign the revised estimate attesting they told the movers to proceed with the move and they agree to the applicable prices #2) They can tell the movers to only move the exact items which are listed on the original estimate and the customers will be responsible for transporting any items which are not on the estimate; resulting in the price of the move remaining as it was listed on the original estimate #3) The customers can tell the movers they choose not to continue with the moveThis is when the movers will unload what had already been loaded onto the truck and the customer can forfeit their deposit and pay for the expenses and the labor already providedThe customer says there was not a revised estimate executedThis is not the caseThe customers were presented the revised estimate, as required, before the loading of the additional goods, and instructed the movers to continue with the move, to which their signature attestsPlease see the attached copy of the revised estimate
Storage: There is nothing deceptive about the storage or when the free storage beginsIt is industry standard for moving companiesFurther, on the 1st page of the customer's original estimate it details:
Storage/ Storage In Transit (SIT): First days free if your origin or destination is within miles of any Guardian Cargo Logistics branchStorage begins from the date of your pickupNo free storage on exclusive containers
Also, on page of the original estimate it details:
Free storage is calculated from the pickup date, regardless of where the items are being storedStorage charges will begin days after the pickup dateYou must call guardian in advance (1-weeks) to have you delivered from storage
However, we have reported to our management about the confusion the customer says they experiencedWe will address this subject and consider whether we need to adjust our information to be more specific and preciseSometimes it is easy to overlook something which is so common to us, but can be a problem for one of our customersWe do not want our customers feeling in any way we operate our business in any manner like described in the customer's complaintHowever, the customer did complete a survey rating her experience at pickup with our movers at the highest possible level-then wrote "Excellent" on the page
Stairs: The large flight of stairs to get to the 2nd floor was considered the "free flight of stairs"
Delivery: The customer was asked what would be the 1st date they would be available to accept the delivery of their shipmentThe customer stated 07/07/Per the bill of lading and our applicable tariff we are allowed up to business days to deliver the shipmentThis makes the last date allowed for delivery before it is considered beyond reasonable dispatch (late) would be September 8th, We are still within our windowHowever, we are working diligently on facilitating a route to include the customer's itemsThe customer must understand that we schedule our routes in advance, according to all customers' requested 1st available date, and in the order the scheduled moves are received
We contacted our 3rd party claims company CSI to initiate a claim file for the customer to allow her to file a proper claim, as requiredThis will allow the customer to file for loss, damage, delay, overcharge, or complaintsAll of the above can and MUST be compensated only through the claims process as required by federal regulationsWe encourage our customer to file her claim with CSI as they are a neutral 3rd party which analyzes moving claims on behalf of many carriers across the nationThey are not insurance, they do not pay any compensation on our behalf; they strictly analyze moving claims and determine the legal liability of the carriersCompensation, if determined through the claims process to be due, will be provided directly by Guardian to our customerThe customer was assigned a unique claim id # of ***If the customer has questions about the filing of her claim she can contact CSI directly Monday through Friday am - pm (EST) at *** or via email at ***
We regret that the customer felt the need to continue their complaint with the Revdex.comWe trust that the above explanations enable them to better understand our position on these matters

I wish I had seen these reviews before using this companyAfter my experience with them...I will never use this company againThey ruined a $tool box and they are only willing to pay $for it!!! $12!! Unreal customer service and it takes so long to get a response after they have your belongings in their possessionmy boxes marked "fragile" came to me...squished, crushed and brokenPlease if you are considering this company...DONT! inconsiderate, unprofessional, and uncaring peopleHawaii end of the moving was great, Washington end was sketchy and unprofessional and I questioned my decision until I got my belongingsso please consider another moving company instead of this one

After reviewing a few moving reviews, I decided to take this moving companyFrom what I read it sounded amazing and just the way that it should beI wasn’t wrong with my decision at allThey are excellent, from the customer service to the estimator to the moversThey were all so professional and great!!!!
They were very pleasant movers, they arrived on time and packed all my furniture and computer with extra care and were very responsibleI felt very secure with this whole moveI definitely recommend this moving company to whoever is anxious about finding the right company!

Beware!
This company provided the worst service imaginable I moved from Hawaii to an international location, and every step starting from the pito post-delivery has been a financial nightmarePlease see my account of my dealings with Cardinal Moving:
8/7/I contacted them to ask for a quote to ship my residential goods from Hawaii
8/11/Received from Holly Stevens a bidding estimate of $3,with a delivery timeframe of 10-weeksI paid $deposit to Holly over the phone8/20-8/I packed my own goods into my own boxesCreated handwritten packinglist
8/27/Movers arrive to pick up boxes, one cedar chest, one surf board, one king-size headboard, two dressers, one large mirrorAll in great condition-Movers scheduled to arrive at 1:00pmActual arrival 9:00pm-Moving crew arrives under the influence of alcohol-Moving crew expects a tip and names the proper amount-I sign moving forms and pay 60% of the moving costs: $1,-Moving crew leaves my apartment at 9:45pm
-Insurance purchased to cover $3,mid-September Shipment arrives in Los Angeles
10/16/Shipment is held in a L.Aport awaiting departureDeparture delayed11/6/Customs inspectors investigate the contents of my shipmentAdditional charge of $11/29/Insurance policy ran out, extended and paid for an additional month, and additionally another month while it's held in port12/10/Paid the remaining balance to Cardinal Moving: $1,12/10/Port of Lading documents done in error by CardinalRevision required by the national customs clearanceShipment placed in warehouse Daily charges accrued12/11/Clearance company sends me a charge of $1,for port costs and warehousingI am forced to payPort workers go on strikeShipment still in storage(Just bad luck)
1/10/Cardinal fails to pay the clearance companyDelivery haltedThreatened not to deliver until I pay the remainder balance1/11/Shipment delivered to my apartmentDamage noted on the headboard and a dresserInsurance claim started No insurance can be claimed, the policy is for total-loss onlyAll boxes unpackedMany expensive items are missingEmailed Cardinal moving company and the insurance claims companyNo chance of replacementAs of October of 2015, there are additional costs and charges that were not paid by Cardinal or their international affiliate A different clearance company is now putting my claim into collections and I am being sued presently

First, we would like to apologize for any inconvenience that the
customer may have experienced.  It is
never our intention for our customers to be less than satisfied with our
services. 
 
Hostage:  There is not
a hostage situation.  Guardian did
experience...

some technical difficulties with the phone lines but that was fixed and
there should not be any reason that the customers cannot reach us. 
 
Delay at Delivery:  The
customer was asked what the date will be the first available date they will be
ready for delivery.  The customer stated
09/13/15.  From that date we have up to 45
business days to attempt the delivery of the shipment. We will not guarantee a
date for delivery unless a dedicated truck was requested and paid for.  Everything that was agreed upon is in writing
and it is the customer’s responsibility to verify all their needs are included
in the original estimate.
 
Charges:  The customer
only has charges for 2 days of storage accrued. 
As a customer courtesy we will waive these storage fees and will be more
than happy to proceed with this move. 
 
Delivery:  As stated
above, the customer chose the 1st available date of 09/13/15.  From that day we are allowed up to 45
business days to attempt the delivery. 
We will call the customers when their shipment leaves the mainland and
is headed for Hawaii. 
 
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 09/24/15 in order to file a claim online and up to date no
claim has been received.  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.
 
For further assistance with filing claim the customer may
contact CSI directly at [redacted] or via email at [redacted].  Please provide Claim ID [redacted] when contacting
CSI.
 
We regret that 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

My complaint is toward the customer service I received from Guardian along with them stating a refund of deposit was coming to me but never did until I called the company that was on my bank statement, yes I understand that they go through a different company pretaining veichle transport but the fact is I wasn't treated right through the whole process so my complaint is still toward Guardian.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]