We are filing for a claim in the [redacted] courtsThe rental property are stating that we never insured the rental property and they are not responsible for the dewellingWe are trying to locate a attorneyBut regardless of the outcome we are only responsible for the min liability cents per pound
As explained in the previous response, the customer more than doubled their inventory which caused an increase in the priceThe terms and conditions are clearly stated multiple times on all the forms which were signed by the customerAt the time of delivery, all payments do need to be made via cash or postal money order due to the fact that there isn't any time for any other form of payment to clear at that timeAt the time of pick up, the customer does have the option to use any form of payment as stated on the contractWe have gone above and beyond to try to accommodate the customer and nothing we offer is sufficient enoughAs a courtesy we offered to pay the deductible on top of the discount they were already providedEvery day I am being told I will get a call back with a resolution and still nothingI can not offer anything further to the customerWe are offering compensation that the customer is not entitled to based on the contract and that is still not enoughPlease close this case as resolved if they accept the compensation we are offering
During the phone interview between [redacted] and the sales Rep Sue here at Light House Van LinesWe explain to the customer in order to obtain an estimate it would consist of doing a full inventory of all the articles at his residenceAfter confirming the full inventory at his residence which equated to piecesThe customer acknowledge that he would have all articles packed up ready to go, including ALL pictures, mirrors, Tv's and all glass breakable itemsDuring the pick up we were a few hours late due to an accident on the interstate which was out of our controlWe were in direct point of contact with the customer during the driveWhen we arrived at the residence we inform the customer that there was a discrepancy between the inventory that was provided to the sales rep (Sue) and that there were more items at the residence then that we were aware ofWe did a total piece count equated to pieces also informed the customer that the boxes were not properly packed up and that we had to rebox them due to poor quality of packing of the boxesThe customer signed off on the revised estimate and we rendered the servicesAttachment file will clearly state our contract which we do except credit card during the reservation deposit, but remaining balance would be excepted either cash, post office money order, cashiers checkNo Credit CardKnowledge the contract and signed off during the reservationAlso during the delivery we could not get our wheeler to the residence, We offered to comp the customer the shuttle charge due to the bad experience he had with Light House Van Lines Total Compensation $- For Rental Truck and additional labor - Also our contract states the shuttle charge (Attached File)
We apologies for any inconvenience during your move and we do understand that moving can be stressful To go over issues you stated: Tractor-trailer could not could not get in because customers driveway going uphill, there is no safe way to get truck up there(See Google maps) Also, on a pick customer were notified of shuttle feeUnloading, we find safer spot where we can park the truck and park our truck legally, not just drop somewhere on a streetMoreover, we gave an option to check inventory as it was coming off which customer declined and driver unloaded the shipment without customer checking itBefore we loaded shipment, we checked in our warehouse to make sure everything will get in the truckWe did not pack customers stuff, everything pack by customerWe did not do pack box as it clearly stated in the contractLighthouse van Lines provided all required information how to file a claim, but never heard from customer or even attempt to file a claim If customer still wants to solve this problem please contact our claims department(See page 11,in the contract) or feel free to call us ###-###-####
Complaint: [redacted] I am rejecting this response because:First, it was not raining at the time of pick up This can be confirmed/verified by looking at the weather history at www.wunderground.com.Second, I have over pictures showing that the mattresses were soaked in water, and other damage that was caused It will not allow me to attach the pictures to this email, but I can send separately if you could send me a direct email address.The pictures show extensive water damage to mattresses as well as head board rotted due to sitting in water The drivers, as well as your company has stated this to me already Yet, you only offered $ I have spent over $2,replacing items that were damaged, as well as numerous hours trying to fix damaged items Regards, [redacted]
At the time of our insurance policy change/ renewal, the system showed inactive until new renewal documents were submitted by our broker showing our policy was activeIt takes the DOT a few days to update their systemAttached is proof that the Authority is active.There were two separate contracts signed by the customerPart was based on the original estimate showing the original list of items requested to be relocatedPart is the new binding estimate showing all of the additional items the customer wanted moved that were not part of the original estimateThey were both signed by the customer and a new inventory was done prior to loading.The truck used to move the items was a foot truck which holds CFAt the time of the move, the customer didn’t call to complain and had copies of everything including the priceHe didn’t call until he was ready for delivery and spoke with NeilHe started complaining once he was asked how he wanted to pay the balanceHe was upset with the increase after he requested all of the additional items to be loadedHe hung up on Neil and continued to ignore all calls from anyone at Lighthouse Van LinesEsther was responding via phone to any and all emails sent by Mr [redacted] to come to a resolutionThe customer called while the office was closedOn Tuesday he received a call back from Neil and EstherMr [redacted] was in agreement that he had additional items but was willing to pay $10,total for his moveIn order to accommodate the customer and resolve any issues he may have, we agreed to provide him with a discount of $3,to meet his budgetHe then decided to pick up his itemsWe made arrangements for him to have access to his items and he didn’t show up or callThe 3rd time we made the arrangement on February 22, he had to pay $1,in order to cover expenses for the work conducted.On the day of the move, a copy of the Bill of Lading is automatically provided to all customers along with the inventory once submittedHe requested another copy weeks later when he was ready for delivery, which was resent and confirmed to him while on the phone with NeilThe customer requested to pick up his items from our warehouse which were released and signed forNo one forged the customer’s signatureIf the customer is not there, we will not conduct any moves.We no longer have the shipmentPlease close the complaint as resolvedThe customer already took his itemsI am not sure what he is looking forThank You, [redacted] ***
When the customer went into contract with lighthouse van lines they excepted minimum liability which is $per pound per articleDid not wish to take out additional insuranceBelow will be a copy of our wavier verbatim.Attached will be the correspondence between our claims department and the
customerUpon receiving the articles at destination and the customer signed off on the inventory acknowledging that he or she excepted the full shipment and if they would like to submit a claim for any damage to the articles they have up to days to do soWe received a phone call days after the customer was delivered describing that they were missing substantial amount of articles and damage to some itemsWe had the customer submit pictures of the items damaged and describe the items missing.We offered the customer a amount substantially higher then the valuation set by the Department Of TransportationThe customer declined the offer as you can see in the correspondence and never wrote or responded back regarding the claim. WARNING: If a moving company loses or damages your goods, there are different standards for the company’s liability based on the types of rates you pay. BY FEDERAL LAW, THIS FORM MUST CONTAIN A FILLESTIMATE OF THE COST OF A MOVE FOR WHICH THE MOVING COMPANY IS LIABLE FOR THE FULL (REPLACEMENT) VALUE OF YOUR GOODS in the event of loss of, or damage to, the goodsThis form may also contain an estimate of the cost of a move in which the moving company is liable for FAR LESS than the replacement value of your goods, typically at a lower cost to youYou will select the liability level later, on the bill of lading (contract) for your moveBefore selecting a liability level, please read “Your Rights and Responsibilities When You Move”, and Ready to Move Brochure provided by the moving company, and seek further information at the government website www.protectyourmove.gov
Complaint: ***
I am rejecting this response because:
Because I was lied to from the start and it took months for them to fabricate a responseI am disgusted with there business practices and will and have communicated to friends family and people in my community NOT to use this worible company.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
The response is a account of what was said and what took place the day of my moveI also filled charges against Lighthouse vanlines and did a police report because the majority of my belongings were STOLENI was missing all of my brand new electronics, all of my children's game systems, laptops, my tv which was brand new along with a very large shoe collection and other household items of value from my military travels.
Regards,
*** ***
During the phone interview between *** *** and the sales Rep here at Light House Van LinesWe explain to the customer in order to obtain an estimate it would consist of doing a full inventory of all the articles at the residenceThe customer acknowledged our pricing is contingent
based off of the amount of room they occupy in the truck. After confirming the full inventory at the residence over the phone with the customerThe inventory equated to pieces / which qualified them for our minimum load of Cubic Feet. When we arrived at the residence on the day of move we inform the customer that there was alittle bit of a discrepancy between the inventory that was provided to the sales rep and that there were more items at the residence then that we were aware ofOur foreman counted a total of pieces that the customer wanted to shipWe informed the customer it shouldn't be a problem being our quote was based off of our minimum load of cubic feet and that we would do our best to stay within the quoted cubic footagewhen our foreman hit the cubic feet we informed the customer it would be additional $per cubic foot to load the full shipment or they could leave items behind.The customer told the foreman to load the full shipment and they accepted the price increase
Complaint: ***
I am rejecting this response because: we just received the deductible amount from the homeowners insurance, todaywe are going to contact Jackie at the moving company today to make her aware of the the deductible amountWe are still not happy with the service and the amount of money we had to pay for the move, when they never sent anyone out to assess what we hadWe were told by a lawyer that it is not standard practice to for companies to only accept postal money orders or cashWe sent a registered letter to the company president at the address that has been confirmed , and it was returned as non deliverableOn 1/21/2017, I also spoke with someone named MichaelIt was a Saturday and he stated that the president of the company (Timothy B***) would call us on the following MondayThat never happenedI feel like we are not moving forward or getting anywhere with anyone, including JackieWe would appreciate any information on further action we may take
Regards,
*** ***
We are filing for a claim in the [redacted] courts. The rental property are stating that we never insured the rental property and they are not responsible for the dewelling. We are trying to locate a attorney. But regardless of the outcome we are only responsible for the min liability 60 cents per pound.
We apologies for any inconvenience during your move and we do understand that moving can be stressful. To go over issues you stated: Tractor-trailer could not could not get in because customers driveway going uphill, there is no safe way to get truck up there. (See Google maps) Also, on a pick...
customer were notified of shuttle fee. Unloading, we find safer spot where we can park the truck and park our truck legally, not just drop somewhere on a street. Moreover, we gave an option to check inventory as it was coming off which customer declined and driver unloaded the shipment without customer checking it. Before we loaded shipment, we checked in our warehouse to make sure everything will get in the truck. We did not pack customers stuff, everything pack by customer. We did not do pack box as it clearly stated in the contract. Lighthouse van Lines provided all required information how to file a claim, but never heard from customer or even attempt to file a claim. If customer still wants to solve this problem please contact our claims department. (See page 11,13 in the contract) or feel free to call us ###-###-####
We apologize for any inconvenience during your move. Our driver stated that on a pick it was a rainy weather and mattress was placed in plastic wrap, maybe only 1 corner did get wet.According to company paperwork mattress was dry as the delivery site.Even though we did offer $500 to the...
customer for inconvenience customer did not accept offer.
As explained in the previous response, the customer more than doubled their inventory which caused an increase in the price. The terms and conditions are clearly stated multiple times on all the forms which were signed by the customer. At the time of delivery, all payments do need to be made via cash or postal money order due to the fact that there isn't any time for any other form of payment to clear at that time. At the time of pick up, the customer does have the option to use any form of payment as stated on the contract. We have gone above and beyond to try to accommodate the customer and nothing we offer is sufficient enough. As a courtesy we offered to pay the deductible on top of the discount they were already provided. Every day I am being told I will get a call back with a resolution and still nothing. I can not offer anything further to the customer. We are offering compensation that the customer is not entitled to based on the contract and that is still not enough. Please close this case as resolved if they accept the compensation we are offering.
Complaint: [redacted]
I am rejecting this response because:1. Lighthouse Van lines does not have the proper authority to transport household goods. See attached file "Email from FMCSA".2. I was not made aware of any additional charges until after everything was loaded onto the truck, which is a violation of 375.403. A new binding estimate should have been completed before any more goods were loaded onto the truck. See document "375.043"3. A single 26' truck was used to load all of our household goods. The max cubic feet that a 26' truck can hold is 1,700. Lighthouse Van lines tried to charge me for 2,600 cubic feet. After paying United vanlines to pick my stuff up, the confirmed that the total cubic feet of our house hold goods is 1,500, not 2,600 as lighthouse claimed. 4. I tried calling Lighthouse Vanlines Saturday February 4th, February 5th, February 6th, and February 7th before anyone returned my call. At that point the man on the phone was extremely rude, did not try to work with me, and told me I needed to pay more money before my goods would be shipped to WI. 5. The Bill of Lading was not received until two weeks after the move and my signature was forged. In the electronic file sent to my attorney you can see that the file was never sent to my email address and it was signed while I was in Louisville Kentucky. See "Bill of Lading" file. When I went to pickup my goods in Atlanta GA the United crew I had hired had never seen anything like this in the 20 plus years of working. From the way the mattress were wrapped (not in a box) to how the goods were stored in the warehouse. They were all in disbelief.
Regards,
[redacted]
At the time of our insurance policy change/ renewal, the system showed inactive until new renewal documents were submitted by our broker showing our policy was active. It takes the DOT a few days to update their system. Attached is proof that the Authority is active.There were two separate contracts signed by the customer. Part 1 was based on the original estimate showing the original list of items requested to be relocated. Part 2 is the new binding estimate showing all of the additional items the customer wanted moved that were not part of the original estimate. They were both signed by the customer and a new inventory was done prior to loading.The truck used to move the items was a 28 foot truck which holds 2600 CF. At the time of the move, the customer didn’t call to complain and had copies of everything including the price. He didn’t call until he was ready for delivery and spoke with Neil. He started complaining once he was asked how he wanted to pay the balance. He was upset with the increase after he requested all of the additional items to be loaded. He hung up on Neil and continued to ignore all calls from anyone at Lighthouse Van Lines. Esther was responding via phone to any and all emails sent by Mr [redacted] to come to a resolution. The customer called while the office was closed. On Tuesday he received a call back from Neil and Esther. Mr [redacted] was in agreement that he had additional items but was willing to pay $10,000.00 total for his move. In order to accommodate the customer and resolve any issues he may have, we agreed to provide him with a discount of $3,920.00 to meet his budget. He then decided to pick up his items. We made arrangements for him to have access to his items and he didn’t show up or call. The 3rd time we made the arrangement on February 22, 2017 he had to pay $1,472.00 in order to cover expenses for the work conducted.On the day of the move, a copy of the Bill of Lading is automatically provided to all customers along with the inventory once submitted. He requested another copy 2 weeks later when he was ready for delivery, which was resent and confirmed to him while on the phone with Neil. The customer requested to pick up his items from our warehouse which were released and signed for. No one forged the customer’s signature. If the customer is not there, we will not conduct any moves.We no longer have the shipment. Please close the complaint as resolved. The customer already took his items. I am not sure what he is looking for. Thank You, [redacted]
At the time of the move the customer agreed to the new charges after it was explained the price will increase due to such a great increase in the inventory. The manager explained that once the items arrived he will take a second look and see the type of compensation he can provide the...
customer. Within five minutes the customer started complaining online and completely started ignoring all contacts from our office. We try to reach out to the customer multiple times to try to resolve and accommodate any concerns he may have, however he would just hang up. He decided to come to the warehouse and pick up his items himself which he already did. He did receive a discount and did not have to pay for the second part of the move due to the fact that we did not deliver him. All paperwork was signed and agreed to prior to his items being picked up.
Complaint: [redacted]
I am rejecting this response because:First, it was not raining at the time of pick up. This can be confirmed/verified by looking at the weather history at www.wunderground.com.Second, I have over 30 pictures showing that the mattresses were soaked in water, and other damage that was caused. It will not allow me to attach the pictures to this email, but I can send separately if you could send me a direct email address.The pictures show extensive water damage to mattresses as well as head board rotted due to sitting in water. The drivers, as well as your company has stated this to me already. Yet, you only offered $500. I have spent over $2,500 replacing items that were damaged, as well as numerous hours trying to fix damaged items.
Regards,
[redacted]
During the phone interview between [redacted] and the sales Rep Sue here at Light House Van Lines. We explain to the customer in order to obtain an estimate it would consist of doing a full inventory of all the articles at his residence. After confirming the full inventory at his residence which...
equated to 74 pieces. The customer acknowledge that he would have all articles packed up ready to go, including ALL pictures, mirrors, Tv's and all glass breakable items. During the pick up we were a few hours late due to an accident on the interstate which was out of our control. We were in direct point of contact with the customer during the drive. When we arrived at the residence we inform the customer that there was a discrepancy between the inventory that was provided to the sales rep (Sue) and that there were more items at the residence then that we were aware of. We did a total piece count equated to 129 pieces also informed the customer that the boxes were not properly packed up and that we had to rebox them due to poor quality of packing of the boxes. The customer signed off on the revised estimate and we rendered the services. Attachment file will clearly state our contract which we do except credit card during the reservation deposit, but remaining balance would be excepted either cash, post office money order, cashiers check. No Credit Card... Knowledge the contract and signed off during the reservation. Also during the delivery we could not get our 18 wheeler to the residence, We offered to comp the customer the shuttle charge due to the bad experience he had with Light House Van Lines. Total Compensation $550.00 - For Rental Truck and additional labor - Also our contract states the shuttle charge (Attached File)
We are filing for a claim in the [redacted] courtsThe rental property are stating that we never insured the rental property and they are not responsible for the dewellingWe are trying to locate a attorneyBut regardless of the outcome we are only responsible for the min liability cents per pound
As explained in the previous response, the customer more than doubled their inventory which caused an increase in the priceThe terms and conditions are clearly stated multiple times on all the forms which were signed by the customerAt the time of delivery, all payments do need to be made via cash or postal money order due to the fact that there isn't any time for any other form of payment to clear at that timeAt the time of pick up, the customer does have the option to use any form of payment as stated on the contractWe have gone above and beyond to try to accommodate the customer and nothing we offer is sufficient enoughAs a courtesy we offered to pay the deductible on top of the discount they were already providedEvery day I am being told I will get a call back with a resolution and still nothingI can not offer anything further to the customerWe are offering compensation that the customer is not entitled to based on the contract and that is still not enoughPlease close this case as resolved if they accept the compensation we are offering
During the phone interview between [redacted] and the sales Rep Sue here at Light House Van LinesWe explain to the customer in order to obtain an estimate it would consist of doing a full inventory of all the articles at his residenceAfter confirming the full inventory at his residence which equated to piecesThe customer acknowledge that he would have all articles packed up ready to go, including ALL pictures, mirrors, Tv's and all glass breakable itemsDuring the pick up we were a few hours late due to an accident on the interstate which was out of our controlWe were in direct point of contact with the customer during the driveWhen we arrived at the residence we inform the customer that there was a discrepancy between the inventory that was provided to the sales rep (Sue) and that there were more items at the residence then that we were aware ofWe did a total piece count equated to pieces also informed the customer that the boxes were not properly packed up and that we had to rebox them due to poor quality of packing of the boxesThe customer signed off on the revised estimate and we rendered the servicesAttachment file will clearly state our contract which we do except credit card during the reservation deposit, but remaining balance would be excepted either cash, post office money order, cashiers checkNo Credit CardKnowledge the contract and signed off during the reservationAlso during the delivery we could not get our wheeler to the residence, We offered to comp the customer the shuttle charge due to the bad experience he had with Light House Van Lines Total Compensation $- For Rental Truck and additional labor - Also our contract states the shuttle charge (Attached File)
We apologies for any inconvenience during your move and we do understand that moving can be stressful To go over issues you stated: Tractor-trailer could not could not get in because customers driveway going uphill, there is no safe way to get truck up there(See Google maps) Also, on a pick customer were notified of shuttle feeUnloading, we find safer spot where we can park the truck and park our truck legally, not just drop somewhere on a streetMoreover, we gave an option to check inventory as it was coming off which customer declined and driver unloaded the shipment without customer checking itBefore we loaded shipment, we checked in our warehouse to make sure everything will get in the truckWe did not pack customers stuff, everything pack by customerWe did not do pack box as it clearly stated in the contractLighthouse van Lines provided all required information how to file a claim, but never heard from customer or even attempt to file a claim If customer still wants to solve this problem please contact our claims department(See page 11,in the contract) or feel free to call us ###-###-####
Complaint: [redacted] I am rejecting this response because:First, it was not raining at the time of pick up This can be confirmed/verified by looking at the weather history at www.wunderground.com.Second, I have over pictures showing that the mattresses were soaked in water, and other damage that was caused It will not allow me to attach the pictures to this email, but I can send separately if you could send me a direct email address.The pictures show extensive water damage to mattresses as well as head board rotted due to sitting in water The drivers, as well as your company has stated this to me already Yet, you only offered $ I have spent over $2,replacing items that were damaged, as well as numerous hours trying to fix damaged items Regards, [redacted]
At the time of our insurance policy change/ renewal, the system showed inactive until new renewal documents were submitted by our broker showing our policy was activeIt takes the DOT a few days to update their systemAttached is proof that the Authority is active.There were two separate contracts signed by the customerPart was based on the original estimate showing the original list of items requested to be relocatedPart is the new binding estimate showing all of the additional items the customer wanted moved that were not part of the original estimateThey were both signed by the customer and a new inventory was done prior to loading.The truck used to move the items was a foot truck which holds CFAt the time of the move, the customer didn’t call to complain and had copies of everything including the priceHe didn’t call until he was ready for delivery and spoke with NeilHe started complaining once he was asked how he wanted to pay the balanceHe was upset with the increase after he requested all of the additional items to be loadedHe hung up on Neil and continued to ignore all calls from anyone at Lighthouse Van LinesEsther was responding via phone to any and all emails sent by Mr [redacted] to come to a resolutionThe customer called while the office was closedOn Tuesday he received a call back from Neil and EstherMr [redacted] was in agreement that he had additional items but was willing to pay $10,total for his moveIn order to accommodate the customer and resolve any issues he may have, we agreed to provide him with a discount of $3,to meet his budgetHe then decided to pick up his itemsWe made arrangements for him to have access to his items and he didn’t show up or callThe 3rd time we made the arrangement on February 22, he had to pay $1,in order to cover expenses for the work conducted.On the day of the move, a copy of the Bill of Lading is automatically provided to all customers along with the inventory once submittedHe requested another copy weeks later when he was ready for delivery, which was resent and confirmed to him while on the phone with NeilThe customer requested to pick up his items from our warehouse which were released and signed forNo one forged the customer’s signatureIf the customer is not there, we will not conduct any moves.We no longer have the shipmentPlease close the complaint as resolvedThe customer already took his itemsI am not sure what he is looking forThank You, [redacted] ***
When the customer went into contract with lighthouse van lines they excepted minimum liability which is $per pound per articleDid not wish to take out additional insuranceBelow will be a copy of our wavier verbatim.Attached will be the correspondence between our claims department and the
customerUpon receiving the articles at destination and the customer signed off on the inventory acknowledging that he or she excepted the full shipment and if they would like to submit a claim for any damage to the articles they have up to days to do soWe received a phone call days after the customer was delivered describing that they were missing substantial amount of articles and damage to some itemsWe had the customer submit pictures of the items damaged and describe the items missing.We offered the customer a amount substantially higher then the valuation set by the Department Of TransportationThe customer declined the offer as you can see in the correspondence and never wrote or responded back regarding the claim. WARNING: If a moving company loses or damages your goods, there are different standards for the company’s liability based on the types of rates you pay. BY FEDERAL LAW, THIS FORM MUST CONTAIN A FILLESTIMATE OF THE COST OF A MOVE FOR WHICH THE MOVING COMPANY IS LIABLE FOR THE FULL (REPLACEMENT) VALUE OF YOUR GOODS in the event of loss of, or damage to, the goodsThis form may also contain an estimate of the cost of a move in which the moving company is liable for FAR LESS than the replacement value of your goods, typically at a lower cost to youYou will select the liability level later, on the bill of lading (contract) for your moveBefore selecting a liability level, please read “Your Rights and Responsibilities When You Move”, and Ready to Move Brochure provided by the moving company, and seek further information at the government website www.protectyourmove.gov
Complaint: ***
I am rejecting this response because:
Because I was lied to from the start and it took months for them to fabricate a responseI am disgusted with there business practices and will and have communicated to friends family and people in my community NOT to use this worible company.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
The response is a account of what was said and what took place the day of my moveI also filled charges against Lighthouse vanlines and did a police report because the majority of my belongings were STOLENI was missing all of my brand new electronics, all of my children's game systems, laptops, my tv which was brand new along with a very large shoe collection and other household items of value from my military travels.
Regards,
*** ***
During the phone interview between *** *** and the sales Rep here at Light House Van LinesWe explain to the customer in order to obtain an estimate it would consist of doing a full inventory of all the articles at the residenceThe customer acknowledged our pricing is contingent
based off of the amount of room they occupy in the truck. After confirming the full inventory at the residence over the phone with the customerThe inventory equated to pieces / which qualified them for our minimum load of Cubic Feet. When we arrived at the residence on the day of move we inform the customer that there was alittle bit of a discrepancy between the inventory that was provided to the sales rep and that there were more items at the residence then that we were aware ofOur foreman counted a total of pieces that the customer wanted to shipWe informed the customer it shouldn't be a problem being our quote was based off of our minimum load of cubic feet and that we would do our best to stay within the quoted cubic footagewhen our foreman hit the cubic feet we informed the customer it would be additional $per cubic foot to load the full shipment or they could leave items behind.The customer told the foreman to load the full shipment and they accepted the price increase
Complaint: ***
I am rejecting this response because: we just received the deductible amount from the homeowners insurance, todaywe are going to contact Jackie at the moving company today to make her aware of the the deductible amountWe are still not happy with the service and the amount of money we had to pay for the move, when they never sent anyone out to assess what we hadWe were told by a lawyer that it is not standard practice to for companies to only accept postal money orders or cashWe sent a registered letter to the company president at the address that has been confirmed , and it was returned as non deliverableOn 1/21/2017, I also spoke with someone named MichaelIt was a Saturday and he stated that the president of the company (Timothy B***) would call us on the following MondayThat never happenedI feel like we are not moving forward or getting anywhere with anyone, including JackieWe would appreciate any information on further action we may take
Regards,
*** ***
We are filing for a claim in the [redacted] courts. The rental property are stating that we never insured the rental property and they are not responsible for the dewelling. We are trying to locate a attorney. But regardless of the outcome we are only responsible for the min liability 60 cents per pound.
We apologies for any inconvenience during your move and we do understand that moving can be stressful. To go over issues you stated: Tractor-trailer could not could not get in because customers driveway going uphill, there is no safe way to get truck up there. (See Google maps) Also, on a pick...
customer were notified of shuttle fee. Unloading, we find safer spot where we can park the truck and park our truck legally, not just drop somewhere on a street. Moreover, we gave an option to check inventory as it was coming off which customer declined and driver unloaded the shipment without customer checking it. Before we loaded shipment, we checked in our warehouse to make sure everything will get in the truck. We did not pack customers stuff, everything pack by customer. We did not do pack box as it clearly stated in the contract. Lighthouse van Lines provided all required information how to file a claim, but never heard from customer or even attempt to file a claim. If customer still wants to solve this problem please contact our claims department. (See page 11,13 in the contract) or feel free to call us ###-###-####
We apologize for any inconvenience during your move. Our driver stated that on a pick it was a rainy weather and mattress was placed in plastic wrap, maybe only 1 corner did get wet.According to company paperwork mattress was dry as the delivery site.Even though we did offer $500 to the...
customer for inconvenience customer did not accept offer.
As explained in the previous response, the customer more than doubled their inventory which caused an increase in the price. The terms and conditions are clearly stated multiple times on all the forms which were signed by the customer. At the time of delivery, all payments do need to be made via cash or postal money order due to the fact that there isn't any time for any other form of payment to clear at that time. At the time of pick up, the customer does have the option to use any form of payment as stated on the contract. We have gone above and beyond to try to accommodate the customer and nothing we offer is sufficient enough. As a courtesy we offered to pay the deductible on top of the discount they were already provided. Every day I am being told I will get a call back with a resolution and still nothing. I can not offer anything further to the customer. We are offering compensation that the customer is not entitled to based on the contract and that is still not enough. Please close this case as resolved if they accept the compensation we are offering.
Complaint: [redacted]
I am rejecting this response because:1. Lighthouse Van lines does not have the proper authority to transport household goods. See attached file "Email from FMCSA".2. I was not made aware of any additional charges until after everything was loaded onto the truck, which is a violation of 375.403. A new binding estimate should have been completed before any more goods were loaded onto the truck. See document "375.043"3. A single 26' truck was used to load all of our household goods. The max cubic feet that a 26' truck can hold is 1,700. Lighthouse Van lines tried to charge me for 2,600 cubic feet. After paying United vanlines to pick my stuff up, the confirmed that the total cubic feet of our house hold goods is 1,500, not 2,600 as lighthouse claimed. 4. I tried calling Lighthouse Vanlines Saturday February 4th, February 5th, February 6th, and February 7th before anyone returned my call. At that point the man on the phone was extremely rude, did not try to work with me, and told me I needed to pay more money before my goods would be shipped to WI. 5. The Bill of Lading was not received until two weeks after the move and my signature was forged. In the electronic file sent to my attorney you can see that the file was never sent to my email address and it was signed while I was in Louisville Kentucky. See "Bill of Lading" file. When I went to pickup my goods in Atlanta GA the United crew I had hired had never seen anything like this in the 20 plus years of working. From the way the mattress were wrapped (not in a box) to how the goods were stored in the warehouse. They were all in disbelief.
Regards,
[redacted]
At the time of our insurance policy change/ renewal, the system showed inactive until new renewal documents were submitted by our broker showing our policy was active. It takes the DOT a few days to update their system. Attached is proof that the Authority is active.There were two separate contracts signed by the customer. Part 1 was based on the original estimate showing the original list of items requested to be relocated. Part 2 is the new binding estimate showing all of the additional items the customer wanted moved that were not part of the original estimate. They were both signed by the customer and a new inventory was done prior to loading.The truck used to move the items was a 28 foot truck which holds 2600 CF. At the time of the move, the customer didn’t call to complain and had copies of everything including the price. He didn’t call until he was ready for delivery and spoke with Neil. He started complaining once he was asked how he wanted to pay the balance. He was upset with the increase after he requested all of the additional items to be loaded. He hung up on Neil and continued to ignore all calls from anyone at Lighthouse Van Lines. Esther was responding via phone to any and all emails sent by Mr [redacted] to come to a resolution. The customer called while the office was closed. On Tuesday he received a call back from Neil and Esther. Mr [redacted] was in agreement that he had additional items but was willing to pay $10,000.00 total for his move. In order to accommodate the customer and resolve any issues he may have, we agreed to provide him with a discount of $3,920.00 to meet his budget. He then decided to pick up his items. We made arrangements for him to have access to his items and he didn’t show up or call. The 3rd time we made the arrangement on February 22, 2017 he had to pay $1,472.00 in order to cover expenses for the work conducted.On the day of the move, a copy of the Bill of Lading is automatically provided to all customers along with the inventory once submitted. He requested another copy 2 weeks later when he was ready for delivery, which was resent and confirmed to him while on the phone with Neil. The customer requested to pick up his items from our warehouse which were released and signed for. No one forged the customer’s signature. If the customer is not there, we will not conduct any moves.We no longer have the shipment. Please close the complaint as resolved. The customer already took his items. I am not sure what he is looking for. Thank You, [redacted]
At the time of the move the customer agreed to the new charges after it was explained the price will increase due to such a great increase in the inventory. The manager explained that once the items arrived he will take a second look and see the type of compensation he can provide the...
customer. Within five minutes the customer started complaining online and completely started ignoring all contacts from our office. We try to reach out to the customer multiple times to try to resolve and accommodate any concerns he may have, however he would just hang up. He decided to come to the warehouse and pick up his items himself which he already did. He did receive a discount and did not have to pay for the second part of the move due to the fact that we did not deliver him. All paperwork was signed and agreed to prior to his items being picked up.
Complaint: [redacted]
I am rejecting this response because:First, it was not raining at the time of pick up. This can be confirmed/verified by looking at the weather history at www.wunderground.com.Second, I have over 30 pictures showing that the mattresses were soaked in water, and other damage that was caused. It will not allow me to attach the pictures to this email, but I can send separately if you could send me a direct email address.The pictures show extensive water damage to mattresses as well as head board rotted due to sitting in water. The drivers, as well as your company has stated this to me already. Yet, you only offered $500. I have spent over $2,500 replacing items that were damaged, as well as numerous hours trying to fix damaged items.
Regards,
[redacted]
During the phone interview between [redacted] and the sales Rep Sue here at Light House Van Lines. We explain to the customer in order to obtain an estimate it would consist of doing a full inventory of all the articles at his residence. After confirming the full inventory at his residence which...
equated to 74 pieces. The customer acknowledge that he would have all articles packed up ready to go, including ALL pictures, mirrors, Tv's and all glass breakable items. During the pick up we were a few hours late due to an accident on the interstate which was out of our control. We were in direct point of contact with the customer during the drive. When we arrived at the residence we inform the customer that there was a discrepancy between the inventory that was provided to the sales rep (Sue) and that there were more items at the residence then that we were aware of. We did a total piece count equated to 129 pieces also informed the customer that the boxes were not properly packed up and that we had to rebox them due to poor quality of packing of the boxes. The customer signed off on the revised estimate and we rendered the services. Attachment file will clearly state our contract which we do except credit card during the reservation deposit, but remaining balance would be excepted either cash, post office money order, cashiers check. No Credit Card... Knowledge the contract and signed off during the reservation. Also during the delivery we could not get our 18 wheeler to the residence, We offered to comp the customer the shuttle charge due to the bad experience he had with Light House Van Lines. Total Compensation $550.00 - For Rental Truck and additional labor - Also our contract states the shuttle charge (Attached File)