Lile Moving & Storage

Lile is unable to respond at this time Mr [redacted] has filed a complaint with the Military Transporation Office Until they have notified Lile with their decision, we are unable to comment

Lile acted as the Origin Agent for [redacted] Moving & Storage which is located in Anchorage, AK At [redacted] request we were responsible for local pickup and containerization of the shipment [redacted] arranged for pickup from our warehouse, water transportation and delivery services at destination As such we are unable to address customer's dissatisfaction with issues around check-off at destination and the allegation that [redacted] marked everything off although it was not there Standard process for containerizing household goods is to pack in corrugated (boxes) or wrap with paper pads each item that is placed in the container It is possible that the delivering crew removed this protective cover from the furniture prior to moving it into the house (since they are supposed to also take all the debris away with them when they leave) but it is also possible that every piece was not wrapped as it was supposed to have been In any case I see by reviewing the inventory that out of items that were shipped, are noted as being "Wood" Each item so marked shows some degree of pre-existing scratching or rubs which makes it virtually impossible to arrive at any equitable monetary settlement absent the filing of a claim Finally, it is important to note that since this shipment loaded in August 2016, according to FMCSA regulations, the customer has a right to file a claim with the carrier (Ability) up to months from the day that the shipment loaded Therefore the resolution for this customer is to initiate a claim so that the carrier (Ability) can review the damage and missing and offer a settlement to [redacted] consistent with the level of li [redacted] she ordered when she requested service [redacted] would then subrogate against Lile should they attribute the damage to the services performed at destination

Mr [redacted] received a non-binding estimate ($20,000) for a commercial move Valuation was discussed and declined by Mr [redacted] During the move, multiple scope changes were made that increased the cost of the move Final cost was $25, Claim form and final bill sent days after completion of movedays later, Mr [redacted] says he will send the claim form "soon"days later, Mr [redacted] calls to say they aren't going to pay their invoice over the estimateEnd up short paying by $days later a claim form is received (see attached) with no explanation of delay with over line items of damage claiming about $10,in claims based on cents per pound.The claim is denied based on not submitting in a timely fashion and lack of correspondence to support damage as extensive as he is claiming Note that at the time of the move there were other vendors in the building working, the furniture was used (wear and damage) and the excessive amount of time that has passed since the move makes assigning liability to Lile insupportable He resubmits and asks to escalateIt is denied a second timedays later, Mr [redacted] registers a complaint with the Revdex.com / [redacted] Style Definitions */ / [redacted] Style Definitions */ / [redacted] Style Definitions */

[redacted] , It is unfortunate that the move did not go as well as you or we would have liked I have spoken with the branch manager, our claims department, and our sales team and it is our understanding that you have received all of the containers As shown in our previous exchanges, Lile has gone above and beyond what is required to address and compensate for the inconvenience of the late delivery At this time if you believe that there are items missing or that have been damaged during the shipment in any way, please follow our claims process Once we have received your claim, we will process it in accordance with the guidelines provided to us by the militaryIf you would like assistance with the claims process, Kristofer M [redacted] ( [redacted] or Kristofer.m***@lile.com) will be glad to help you

Lile moves thousands of people every year and nearly all of these moves are handled without incident; however, on a rare occasion it doesn't go as well as we would like We did miss the delivery window by week and we should have done a better job of keeping you informed Furthermore, I have checked with the branch manager and he assures me that the crew was in uniformAlthough not contractually required, we have compensated you $for the mattress and one uniform As you are aware, the military instructs you to not ship uniforms during relocations because it makes them unavailable when needed It is my understanding that you have been made aware of the claims process related to any damages resulting from mold or other causes If you have any other questions, please contact us

Lile moves 1000's of people and while we strive for a 100% hassle-free move, it is unfortunate that it does not always go as planned In this particular case, some of the contents were damaged and/or lost but it is abundantly clear as shown by the attached BOL document that the basic value protection was agreed to and it is also clear that Ms [redacted] signed the release on the back of the claim check in order to cash it (also shown in the attached document) / [redacted] Style Definitions */

***, I am sorry to hear about your unfortunate experienceThat was truly not our intentionWe appreciate your feedback and take all our customers comments very serious.We apologize for the shipment not arriving as you had requestedThe summer season is very busy for moving companiesThe shipment arrived on time to Montgomery, AL however the destination agent was unable to deliver until the end of July.During the delay, we agreed to pay an inconvenience claimWe reimbursed you for items and meals for a specific period of time onlyAny items that were purchased above and beyond the inconvenience period, were not eligible for reimbursement.At Lile we strive to do provide the best moving experience for every customerI hope you will allow us to be your mover for life should you relocate in the futureFeel free to reach out to me directly if you ever have any questions or comments

[redacted] , I am deeply sorry to hear about your unfortunate experience We apologize for the shipment not arriving and recognize that we failed to provide the service you deserve Lile moves over families a year and almost all of them go as plannedHowever when something like what you have experienced occurs, we take it very seriously and put corrective actions in place to ensure that it will not happen again As of today, no claim has been filed for the missing itemsPlease contact our claims consultant at [redacted] Lile will process your claim once it has been received.At Lile, we work every day to provide the best moving experience for every customer It doesn’t happen often, but when we fail to deliver we will do what we can to make it rightFeel free to reach out to me directly if you ever have any questions or comments

Dear Mrs [redacted] – Please accept our sincere apologies for any frustration or inconvenience experienced Comments from our customers enable us to continually improve and exceed our high service and quality standardsAccording to our records, you were given a delivery spread Unfortunately, you had not arrived at your destination during this spread and no one was authorized to accept the shipment The driver returned the goods to the warehouse in Gainesville, FL , where they were securely stored There were charges incurred for unloading in Gainesville, reloading and delivery to final destinationLile’s documentation shows your signature for all services and agreements We have reached out to you, however you have not returned our calls We would be happy to further discuss at your convenienceWe want you as our customer and are hopeful that you will afford us the opportunity to provide services in the futureBest Regards

This shipment moved via [redacted] Van Lines from Seattle, WA to St Paul, MN As such Lile was the booking agent and performed origin services including packing Transportation services were dispatched via [redacted] Van Lines as per our agency agreement The shipment was quoted at a Not-To-Exceed price of $11, This price covers all items and services included on the original estimate with any items added at a later date to be documented on a Change Order and added to the original price The discrepancy in the amount quoted of $11,and the revised price of $12,is due to increased packing charges of $ It is my understanding that there was a storage trailer at shipper's residence that was not originally going to be moved, and then those items were added to the shipment There also were a number of items that were to be owner-packed that were not, both of which added to the number of cartons packed by Lile Per Consumer regulations a Change Order was executed for this increase in price and signed by the shipper, a copy of which is attached to this email Please note that although it seems that items from the storage trailer were added to the shipment subsequent to the estimate being performed, no increase in transportation charges was made to the original price so that while the actual weight was 17,220# and the estimated weight was 13,776#, the actual charges were based upon the lower of the two weights Finally it should be noted that while the majority of the goods (~10,000#) were delivered on time in St Paul, a smaller, but still significant, portion (~7,000#) of the shipment would not fit on the original truck and was indeed delivered several days late [redacted] Van Lines has offered delay compensation of $to the shipper who, based upon my knowledge, has thus far declined to accept

Complaint: [redacted] The check has not arrived as of Monday, 3/21/2016, and the repair to the furniture has not been performed yet Once this has been completed, then we can consider the issues resolved.Sincerely, [redacted] ***

We regret that the move did not take place without incident. As a moving company, we are regulated in the state of Washington by the Washington State Utilities and Transportation Commission. In their Consumer Moving Guide (see
https://www.utc.wa.gov/consumers/Documents/2009-9-HouseholdGoods-ConsumerGuide.p...⇄ ) it specifically states that you can include in the shipment “…furniture or other items made of pressboard, particle board or similar pressed material” however the mover “…is not responsible for the condition or safe deliver of”.
The *** *** ** that is noted in the complaint is in fact made of pressboard. However, we have agreed to have it repaired at our expense.
If you have any questions, please contact our claims department at 800-833-

Complaint: ***I am rejecting this response because: Please recheck your facts, I have not submitted a inconvienence claimMy claimwas for dollars...once again, you have not read the basis for my complaint According to the DTR, I'm entitled to up to the cost of per diem (for each of my family), that will equate to more than dollars a day I submitted a claim for I submitted an initial claim asking for guidance and I was told it was fineThis is matter may be closed to cold hearted corporations but your lack of compassion, deceptive practices and lack of transparency has cause serious harmThis ordeal has caused undo stress on me (I returned from my deployment less thanmonth) and my month old. Until this is resolved, I will continue to publish negative ratings on social media sites to ensure the public knows you are an antimilitarty company that continues to exploits vulnerable military members I will start engaging your local and national media to expose your lies and will publish info in the specific individuals that are responsible for this ordeal#oplilepaybackSincerely,*** ***

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

Lile's issue was in obtaining the correct replacement part for the wine fridge from the manufacturer, which is ***. First they sent the wrong part (door) and then were unable to provide a realistic timeframe in which they would obtain and ship the correct part. Despite numerous
calls and emails, they were unable to give us the information we were seeking and, as of now, won’t even answer our calls or emails although we have paid them for the replacement. Consequently we sent out a check for full value of replacement of the refrigerator including shipping ($1481) on Friday. Furniture repair person is scheduled to look at and repair the damaged stereo cabinet this Friday, 3/25/16. We picked up the damaged wine fridge today. We will confirm that repairs to stereo cabinet are acceptable to owner once repairs have been made at which point this matter will be fully resolved

Complaint: ***I am rejecting this response because: the storage trailer was not moved and is still at the original home, the items on the trailer were indeed mentioned in the original quote (if they weren't written down then that was due to your salesman's error as I told him during the estimation survey that they would be going); as far as owner packing, we actually left 1/of the items in the garage that were initially supposed to be packed behind and removed them from the moving list; the second portion of the shipment DID NOT arrive until days after the original estimated delivery dateThe entire moving process was not handled according to standard; the driver of the North American Van Lines (NAVL) was not present during the move as we were told he would be, if he had been present initially when he was supposed to he would have known what was actually being shipped and therefore make an informed decision after consulting with me regarding if and how the shipment should be splitI did not meet the driver until the day of delivery on 12/and he was not very helpful or professional in his manner when unloading my items, a complaint that I made to the manger at Lile Moving and StorageI was informed of the shipment split days after the items were removed from my home (days where my items should have been in transit to their destination) and told that the first portion of the shipment would arrive 12/and the second portion a few days after I was then asked to pay in full which is an error in policy as half of the payment should be paid after packing and the other half on delivery of items (I paid in full as I was contacted several times for payment in order for my items to be delivered)The first portion of my items were delivered on 12/and due to the split in shipment, major items were left behind to arrive with the second portion of the shipmentLinens, blankets, cookware, kids school books, and most importantly my son's calming and sensory therapy devices/items (he is autistic and depends on these items)The unpacking crew was not helpful or professional and I called and made a complaint to the manager at LileThe manager was not available on 12/so I left a vm; we spoke on 12/and he apologized and told me to call customers service at NAVL to get a $voucher for items I would need until my next shipment arrivedHe also informed me that the second portion of my shipment would not be arriving on 1/5/(days past the agreed upon delivery date) rather than the agreed upon window period of delivery (12/17-12/24) I called NAVL customer service and they did offer the $voucherUnfortunately the $would not cover vital items that we needed at the time such as school books and supplies since the kids would have started school prior to the second shipment arriving and also my son's therapy devices which were special order items through his therapistsWe did purchase a few items that were covered (linens, cookware, blankets) and will be sending the form out; we couldn't send it out before because our printer/fax did not arrive until 1/during the second shipment delivery Furthermore, after both deliveries, we noticed (driver included) that items were lost, missing, and damaged which prevented beds and dressers being assembledWe still have dressers and beds not assembled at presentThis moving company has caused unnecessary aggravation and stress due to their substandard services$compensation for items is not a reasonable solution for poor serviceThe $is merely to reimburse me for items I had to purchase due to the company not delivering items on timeI contacted the president of both Lile and NAVL with no solution (The assistant of president to NAVL contacted me but the president of Lile never responded)As stated before, I find it fair to pay the original estimate of $11,681.62; the new charge of $should be refunded and waived for the inconvenience and error on the company's part
Sincerely,*** ***

Complaint: ***
I am rejecting this response because:
The main issue appears to be the ambiguity of the
requirements for submitting supporting details of the claim. Both Lile and LDC agree that a claim was
submitted a few days after the move.
Both have an email from Lile Corporate Claims titled: “LDC Engineering
LProperty Claim” with a request for a photo of one of the damaged
items. We also both have email noting
additional damages, and that more photos are forthcoming. As described earlier, two conflicting
policies were email to LDC “post-move” and “post claim”. One
explanation we received was that the damage images were not submitted within
days of the move date. A contradictory explanation is that we were
required to submit images to Lile within a week of an email saying more images
were forthcoming. Both of these explanations were emailed out after the
fact (there would have been no way to know about these “deadline,” or comply
with these “deadlines”). Neither of
these “deadlines” are mentioned in the Lile Office Relocation Service Proposal,
or the Lile Statement of Claim Information form.
Tangentially, Lile mentions in the
most recent response “…they aren’t going to pay their invoice over the
estimate. End up short paying by
$2,500”. I have detailed phone
records. On 12/23/2016, I called Mr
Keith E***, Branch Manager of Lile Moving and Storage in Kent, WA. My exact quote to MrE*** was, “I’d like to
discuss splitting the difference on the bill with you. I can get a check out today if you’re OK with
that”. There was some discussion back
and forth, then MrE*** ended with, “pay whatever you want; “$2,500, $2,000, $1,500, (off is) fine”. A transcript can’t convey emotion or tone,
but those words are quotes from that phone conversation
Lile mentions again in their response that the “claim
is denied based on not submitting in a timely fashion and lack of
correspondence to support damage as extensive as he is claiming.” We submitted a very detailed list of the
damages as requested on the Lile Statement of Claim form sent to us by the Lile
Claims Coordinator. As noted above, the
definition of “timely fashion” was only defined after the damage details were
submitted. Lile responds that, “the
excessive amount of time that has passed since the move makes assigning
liability to Lile insupportable.” All of
our damage pictures were taken within days or less of the move. Metadata embedded in these images supports
this. Further, the requirements on the
Lile Statement of Claim information form are no small task to complete. To be accurate and fair takes time
In conclusion, we would like Lile to honor the default
insurance coverage we accepted as part of our move.
Thank you

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

Complaint: ***I am rejecting this response because:1) I did not check that box stating that I agree to the $.60/lb.2) I only signed next to that box referenced in #above because the driver told me I had to in order to state that the move was complete, not because I was agreeing to the amount of reimbursement which was never discussed AT ALLSince there are other boxes available to check, this was blatantly falsified information.3) The signature happened at the end of the delivery, not when the damage occurred, making it even harder to understand that I was signing in agreement to reimbursement at $.60/lb, especially when it wasn't explained to me.4) The driver told me it would be fixed or replaced, without going further to explain the rate at which replacement costs are calculated. Sincerely,*** ***

Complaint: ***I am rejecting this response because: The check arrived by mail, and was deposited on 3/24/ My bank says that clearance of the check will be complete after business days, so I will have confirmation on Friday, 4/1/ The repair to the furniture was satisfactory.Sincerely,*** ***