On October 26, 2016, Lighthouse Vanlines was hired to conduct a move on 11/25/2016 from Oxford, MA to Bucksport, SC. Based on the inventory the customer provided, we were scheduled to pick up 251 pieces or 1140 cubic feet. It clearly states in the estimate that any additional services, or...
space used will incur additional charges (Refer to attached estimate esigned). Upon arrival on 11/25/2016, a total of 502 items were picked up totaling 3400 cubic feet and packing services were provided which caused an increase in the price (Refer to attached signed inventory). We offered to pick up only the items listed for the original price; however, the customer had to move all of the items and could not leave anything behind. As a courtesy, the customer was provided with $641.00 discount to assist with some of the overages. The customer agreed and signed the contract showing the new charges prior to loading (refer to Revised Estimate).All items were delivered and the final inventory was signed by the customer (refer to inventory). We did not hear anything from the customer since. On January 21, 2017, the Revdex.com sent us the complaint stating a certified letter was mailed but returned. We were unaware of any issues prior to this complaint. If a certified letter was mailed unopened and undeliverable, it shows we did not receive it. No one notified our office that a letter was going to be sent. We checked with our claims department if a claim was processed, and a file was not found. All customers are provided with the claims information at the time of the move (Refer to Claims Information Form Signed)We followed all necessary protocol in order to maintain high customer service. On January 24, 2017, I spoke with Ms [redacted] regarding her move. After going through the contract, I explained in detail all of the overages. She claimed there were items missing. I asked if a claim was filed, she said no. They were still going through their items. I told her this is the first step and we will still accept the claim even though her inventory was signed showing all items were received. I also offered to help with her deductible if she had home owner or renters insurance which covered her move. She was given multiple options in order to be provided with as much compensation as possible. I explained to her again; additional insurance was not purchased, therefore, she is only entitled to the valuation coverage which is 60 cents per pound per article by law. However, as a courtesy, I was willing to assist her further in additional compensation. She said she will discuss this with her husband and get back to me. On January 25, 2016, Mr [redacted] returned my call. Again I went through the whole contract with him in detail and provided him with the same information I provided Mrs [redacted]. He did not want to hear what I had to say and said he wants to talk to me again the next day. On January 26, 2017 thru January 28, 2017 I was not able to reach Mr [redacted]. We were leaving eachother voicemails. Due to the fact that it was after hours and a weekend, Michelle spoke with Mr [redacted] on January 29, 2017 and notified him he will be contacted by me on Monday. On January 30, 2017 another conversation took place going over the details yet again. I told him I will have the office resend him copies of the paperwork so he can see everything that was done was kosher and that I am trying my best to help him. I told him to please let me know what he decides to do because I would like to get this matter resolved in a fair matter for both the company and the customer. He wanted to discuss it with his wife and get back to me. I have not heard anything since, nor has he filed a claim yet.Regards,[redacted]
Complaint: [redacted]
I am rejecting this response because:First, and now for the first time, they have admitted there was water damage due to storage. For 6 months, they have told me that water did not damage these items (see previous responses and I have emails stating this).Second, they state "they are trying to locate an attorney". This is very simple, and I can give them very good referrals for the the Indianapolis area of which this occurred. It is very sad that a company has let this drag on for so long without admitting any wrong on their part. They just want to settle for $500, and they have not realized this is about principal and not money. You always treat the customer right.
Regards,
[redacted]
unfortunately the only claim the customer can submit is the Basic Valuation Protection: $0.60 per lbs. per article. The customer acknowledged the basic Valuation and signed off on the contract during the reservation and at pickup.
On October 26, 2016, Lighthouse Vanlines was hired to conduct a move on 11/25/2016 from Oxford, MA to Bucksport, SC. Based on the inventory the customer provided, we were scheduled to pick up 251 pieces or 1140 cubic feet. It clearly states in the estimate that any additional services, or...
space used will incur additional charges (Refer to attached estimate esigned). Upon arrival on 11/25/2016, a total of 502 items were picked up totaling 3400 cubic feet and packing services were provided which caused an increase in the price (Refer to attached signed inventory). We offered to pick up only the items listed for the original price; however, the customer had to move all of the items and could not leave anything behind. As a courtesy, the customer was provided with $641.00 discount to assist with some of the overages. The customer agreed and signed the contract showing the new charges prior to loading (refer to Revised Estimate).All items were delivered and the final inventory was signed by the customer (refer to inventory). We did not hear anything from the customer since. On January 21, 2017, the Revdex.com sent us the complaint stating a certified letter was mailed but returned. We were unaware of any issues prior to this complaint. If a certified letter was mailed unopened and undeliverable, it shows we did not receive it. No one notified our office that a letter was going to be sent. We checked with our claims department if a claim was processed, and a file was not found. All customers are provided with the claims information at the time of the move (Refer to Claims Information Form Signed)We followed all necessary protocol in order to maintain high customer service. On January 24, 2017, I spoke with Ms [redacted] regarding her move. After going through the contract, I explained in detail all of the overages. She claimed there were items missing. I asked if a claim was filed, she said no. They were still going through their items. I told her this is the first step and we will still accept the claim even though her inventory was signed showing all items were received. I also offered to help with her deductible if she had home owner or renters insurance which covered her move. She was given multiple options in order to be provided with as much compensation as possible. I explained to her again; additional insurance was not purchased, therefore, she is only entitled to the valuation coverage which is 60 cents per pound per article by law. However, as a courtesy, I was willing to assist her further in additional compensation. She said she will discuss this with her husband and get back to me. On January 25, 2016, Mr [redacted] returned my call. Again I went through the whole contract with him in detail and provided him with the same information I provided Mrs [redacted]. He did not want to hear what I had to say and said he wants to talk to me again the next day. On January 26, 2017 thru January 28, 2017 I was not able to reach Mr [redacted]. We were leaving eachother voicemails. Due to the fact that it was after hours and a weekend, Michelle spoke with Mr [redacted] on January 29, 2017 and notified him he will be contacted by me on Monday. On January 30, 2017 another conversation took place going over the details yet again. I told him I will have the office resend him copies of the paperwork so he can see everything that was done was kosher and that I am trying my best to help him. I told him to please let me know what he decides to do because I would like to get this matter resolved in a fair matter for both the company and the customer. He wanted to discuss it with his wife and get back to me. I have not heard anything since, nor has he filed a claim yet.Regards,[redacted]
Complaint: [redacted]
I am rejecting this response because:First, and now for the first time, they have admitted there was water damage due to storage. For 6 months, they have told me that water did not damage these items (see previous responses and I have emails stating this).Second, they state "they are trying to locate an attorney". This is very simple, and I can give them very good referrals for the the Indianapolis area of which this occurred. It is very sad that a company has let this drag on for so long without admitting any wrong on their part. They just want to settle for $500, and they have not realized this is about principal and not money. You always treat the customer right.
Regards,
[redacted]
unfortunately the only claim the customer can submit is the Basic Valuation Protection: $0.60 per lbs. per article. The customer acknowledged the basic Valuation and signed off on the contract during the reservation and at pickup.