Guardian Cargo Logistics

(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because first and foremost whomever wrote this is being very disrespectful and writing to me like a child so I will spell out everything to be more clear in case I was not the first time. There is no need for this person to talk down to me if they are trying to be professional. I see that this person is taking things personally or maybe was one of the many people I came in contact with along this awful journey. I, like many other cus[redacted]ers of Guardian, am fed up with being treated less than human and not receiving any responses from anyone.
I will respond to each of Guardian's responses to my issues.
I had complete trust and can show all the very sweet and accommodating emails I received from my relocation coordinator [redacted] in the beginning. But this whole debacle would have been reconciled if I had violated privacy and recorded every single phone call to ensure that I would be treated ethically when I conducted business with the company.
1. 'NOBODY TOLD ME' is a valid response when one asks over and over and is told that there is storage available in Hawaii. I explicitly asked numerous times in my discussions with [redacted] about schedules and storage and was told that my items would be put in storage. We were in constant contact until my items were picked up from Arizona. I had asked her about scheduling and storage because I had specifically said that I would arrive in Hawaii on July 27, 2013. Therefore, from the June 22, 2013 pick up she said that most likely it will meet me in Hawaii because it normally takes 3-4 weeks and if it arrives before I get there it will be in storage for a small fee each day. So that was the first lie I was told and was flabbergasted when they told me that my stuff was sitting in storage in Los Angeles and would not be moved until I paid.
In response to be patronized about saying "NOBODY TOLD ME" maybe you should reread my statement because I said after asking and discussing the shipment and arrival of my items I had asked about storage. NO ONE TOLD ME THAT STORAGE WAS NOT AN OPTION. I WAS TOLD THAT IT WAS! I therefore cannot be penalized for one of Guardian's employees who decided to omit the truth (LIE) and not tell me that there in fact is no storage anywhere on the island of Oahu. I asked and the company lied. Plain and simple.
2. I find it very hard to believe that after moving all my items with the military and them having specified that my items came to 630 cu ft for 111 items that all of a sudden when it is to be picked up it is now over 900 cu ft. I have read numerous complaints from other cus[redacted]ers stating that that is exactly how Guardian gets more profit from unsuspecting cus[redacted]ers. I had a perfectly good estimate from a reputable company that services all military personnel in Mississippi and Guardian feels the need to not take that information and charge me more just like they have done to many other people. It is completely wrong and unjustified. THERE WAS NO INCREASE IN GOODS! GUARDIAN HAS DECIDED TO BE DECEITFUL AND PROPOSE THAT MORE WAS ADDED. Along with this discussion I never gave an estimates of exact items to anyone at Guardian because they took the military contractors inventory to be true. And why should they not? It was an exact inventory of all my items. If you look at my inventory from the previous company [redacted] I have 111 items! Not 74 like it was stated in the response from where ever that came from. With an additional 28 pieces that still comes to 102 pieces. I have valid copies and originals of the inventory from [redacted] that says again, and I repeat, 111 pieces. SO WHY WAS I CHARGED MORE WHEN I HAD THE EXACT CUBIC FEET THAT WAS REPORTED FROM THE MILITARY CONTRACTORS AT [redacted]? Where are those 28 extra items? I would refer to my inventory list from Guardian but they didn't even write a descriptive one and there were duplicate numbers on boxes and missing items. GUARDIAN ITSELF DOES NOT EVEN HAVE A VALID INVENTORY OF MY ITEMS!
3. I was never given a BILL OF LADING with my items. My father signed for me at the time of pickup and was not given that paperwork either. All I have is the Inventory, Order for Service, Long Distance Form, Accessorial & Special Services, Particle Board Liability Waiver, and Packing Materials and Services. I had specifically stated on my Order of Service that includes my estimate that I wanted the coverage. It shows quite clearly that I asked for $26,460.00 in coverage. I did not and would not have asked my father to decline this service when I specifically asked for the coverage during the appraisal period. I based this coverage on a previous move 2 years before. I wanted coverage and either someone on the day of the move decided to submit this form on my father's behalf or made my father sign for something that I had clearly implicated I desired for myself. Either way this whole process has been rife with fraudulence and deceitful practices on the company side. I WOULD LIKE A COPY OF SAID BILL OF LADING PLEASE.
4. Delivery-July/August: The cus[redacted]er contradicts themselves about this subject. In the 1st paragraph they complain that the delivery did not happen in July, but then describes how our 3 reps tried to email to get payment & delivery address but they had none. THIS IS NOT A CONTRADICTION. [redacted] stated that my items would take on average 3-4 weeks. I was in constant contact with her and 3 other employees as to where my items were each week. The last update I had received was that they were in storage which to me meant that they were in Hawaii in storage because that is what I asked for. I was persistent in asking why my credit card had not been charged and why there were 3 people asking me for credit card authorization forms. No one explained that my card had been swiped once and declined, they just kept asking for a form for about 3 weeks. Out of those 3 people: [redacted], [redacted] and [redacted] not one of them mentioned in all the emails that my card was declined because they only tried once on that day that I had paid it off.
Once I was told that my card was declined on day I arrived in Hawaii June 27, 2103 I paid immediately and my goods were finally shipped a week later. I received the goods on Aug 23, 2013. I understand that the delivery times are estimates but as you can see I would have received my things within the 3-4 week period if Guardian had gotten on the same page and asked me for payment! I was the one who incessantly asked over and over again why my card had not been charged.
I would be happy to send all of the documents, emails and phone calls I have to help Guardian see their mistakes clearer. Especially since no one at the company returns calls or emails.
R,
[redacted]

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

This company will bring you in with kindness and pretend as if they are all about the customer....THEY ARE NOT! They lost very expensive items during my move and I have not been able to get a response or my situation handled for 4 months! They messed up my billing situation and then tried to charge me extra $300 for a mistake they had made. They corrected their mistake but please don't use this company. They are inexpensive for a reason. NO GOOD!

Receipt for $300:  As
stated previously, Guardian did not charge her the $300 so we cannot provide a
receipt with a breakdown the charges for this. 
  
Customer Service:  We
regret that the customer is dissatisfied with the customer service she was provided
by our employees.  We reported the matter
to management the minute we received word that our customer was unhappy and the
matter has been addressed directly with the people involved.  Guardian never wants our customers to feel as
though they are disrespected or “left in the dark” about the details of their
move. Taking this concern under great consideration we have also contemplated
about ways we could improve our services; including referring auto transport
for our customers. We thank the customer for bringing these matters to our
attention as it assists our quality control department to recognize what
services can be adjusted so to avoid such future complaints.
We regret that the customer felt the need to continue their
complaint.  We trust that the above
explanation enables them to better understand our position on these matters.

First we would like to apologize for any inconvenience the customer may have experienced during their move. It's never our intention for our customers to be less than satisfied with our services.
The customer has many complaints. Some are repeated but we will only address each subject 1...

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 move. On 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, etc. Further, it does clearly state that any additional cubic feet beyond what was estimated are charged at $10 per cubic foot. All 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, etc. There is only 1 complaint that the customer complains about that is NOT addressed in the original estimate; storage on the islands. However, storage was not requested at the time of booking. Had the customer mentioned storage or scheduling issues we could have avoided much of this mess. It 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 finished. However, 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 & carriers. Providing 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 changes. There is not anything shyster about that.
CHOICES: When shipping goods we must make space reservations based upon the volume estimated at the origin. The movers don't automatically assume that everything in a residence is intended for shipping unless specified by the customer in advance. If 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 service. When 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 3 CHOICES:
1. Move only the items which are listed on the original estimate. The 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.
2. Ship all items, original list plus additional items list. It is mandatory that the movers execute a revised estimate to include all items, services & adjust applicable charges. The customer will sign the revised estimate in agreement that it represents the accurate list of items & services requested for their move.
3. Cancel the move altogether. If 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 decision. The movers don't select the pickup window; the customers do. If 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' schedule. Our movers offered the customer 3 choices as required by federal regulations. The customer did not like their options, but they were given options.
Fraudulent Misrepresentation: Guardian is not guilty of such allegations. The customer's original inventory list was for 74 pieces to be packed & shipped (approximately 630 cu ft were estimated based on the AMSA weight guide).
Upon arrival to the origin without any previous warning from the customer they had 28 additional pieces which they now required to be packed/shipped, the foreman estimated about 900 cu ft of space should be reserved just to be safe. Further, the customers received packing services in the amount of $137.00. The increase in the price is due to the change in the order for the move -prematurely filling the original 630 cu ft, & the packing services required. Not 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 subject. In the 1st paragraph they complain that the delivery did not happen in July, but then describes how our 3 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 origin. We feel it is insolent to read every term together with customers. We would hope that our customers would not sign any legal document before they read the entire information pertaining to what they are signing. Guardian is a professional company & we treat our customers with respect.
Hostage: We addressed this briefly in the above paragraph. However, the customer now states we held their items hostage until the credit card was approved. On 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 accepted. It 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 service. We 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 move. If 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 $0.60 per lb per article. That is how the monetary compensation amount is determined should their claim be approved. However, the customer chose to file complaints instead of file a dispute. CSI offers the customer another chance to see what they claimed that was not approved & why it wasn't. If the customer files a dispute they get additional time to submit the evidence that they were lacking (if any) for their first claim. Then, 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 offer. Ultimately, 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 customer. We have offered what was determined to be our legal liability to the customer. The customer declined. We understand that it can be confusing when you move to understand industry standards, federal regulations, DOT requirements which we must abide by. We 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.com. We trust that the above explanations enable them to better understand our position in these matters.

THIS IS THE WORST COMPANY EVER! I only gave them 1 star because I had to put some stars. not only did they lose an entire dresser full of clothes and belongings, but also a few boxes. we were forced to sign the delivery sheet in order for them to unload the delivery, which they are now saying since we signed it, we are liable for what was missing. their reimbursement policy is by weight, but they charge by volume. they didn't ship out our stuff until TWO months after they picked it up. on top of that another TWO months to receive it. when we called the dispatch they said "stop calling, we don't know where your shipment went." they are rude, untrustworthy, and terrible business people. I am livid.

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 cautiously. I highly doubt u will get disappointed for them when you have the chance to hire these guys. I highly recommend them!
The movers did very detailed packing to all my household items. Everything was in good position and I am definitely recommending this moving company to all of my friends. Whoever is planning on moving needs to hire these guys. They’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 you. Payment 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 whatsoever. Should the need arise, all claims or disputes must be
addressed directly with the carrier. The vehicle transport will be covered
under the Terms & Conditions of the transportation carrier only. Please
contact the carrier for any questions or concerns regarding your auto
transportation. Based 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 shipper. In 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 it. Furthermore, I acknowledge
and represent that adequate consideration has been given and received for the
enforcement of the same. Order 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.