Lile Moving & Storage

First of all, we apologize for the delay in reimbursement. Part of the reimbursement was coming from North American Van Lines, and the timing was out of our control. Today, Lile reimbursed the customer $on your credit card. According to NAVL, the credit for $should
have reflected on your card 6/24/16. If this is not the case, please let me know. Thank you

The Change Order which is signed by the customer specifically shows that the original price included the packing of units (cartons) and the number of units actually packed was 136. To the best of my knowledge, it was never claimed that the storage trailer was actually moved but rather that the Lile representative was told these items were not to be packed or movedDelay compensation would be the responsibility of *** Van Lines Customer Service department. They have offered $and again, as far as I know, this offer has not been accepted. A request for compensation and/or assistance for reassembly of items disassembled for transit should also be directed toward the van line. Additionally I believe that the shipper signed for Full Value Protection so that items damaged should be repaired, replaced or reimbursed (at carrier's option) up to their full and documented value upon the completion and submission of a claim form

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:the items on the trailer were originally told and should have been included in the estimate; not my errorDespite the charge, your company including NAVL provided substandard service and should be held accountable and the blame not be placed on the customer. Sincerely,*** ***

Complaint: ***
I am rejecting this response because:The incompetence, unprofessionalism and unreliability of this company has caused us great hardship...financially and emotionally. Yes, Lile Moving and Storage was late days late delivering our furniture to *** **; however, while our personal property was in their possession it sat in their warehouse unsecured for over a month-July 31-September 2. We did not received any form of communication informing us of the delay, the lack of communication was very unprofessional and complacent...seemed to be par for the course. Due to the delay we had to cancel a family gathering planned months in advance, because our personal property was not delivered per contract. When our personal property was delivered, there was evidence of mold on the outside of the boxes, which indicated improper climate control in the warehouse they were stored in, and crates of our personal property was missingcrates!!! Due to the mold, our personal property had to be returned to the warehouse in ***, secured in crates, for another weeks. We had to live without our personal property-houseware, clothes, linen, furniture, etc...from July 31-October 9. Most of the furniture delivered was damaged and a lot of it was broken...and again, crates of our personal property missing-housewares, artwork, family photos, photo albums, diplomas, degrees, Navy awards, Peace Officer awards, all dishes, glasses and silverware, garment boxes of clothes, high value boxes of designer purses, jewelry and shoes, house decor, etc...and you think $begins to atone for this?!! I begged Lile to find our things, yet there has been no communication other than mentioning a claims form or the $inconvenience check...no reassurance that they are looking for our personal property and no accountability in how they set all of this in motion. Tell me, how do you place a price tag on what's priceless? Our family photos/memories of family vacations, graduations, promotion, deceased relatives...gone!! Awards achieved in over years of military service...gone!! My Peace Officer cover and memoirs...gone!! My children high school diplomas and all of our college degrees...gone!! Lile has caused us emotional stress, financial hardship and a loss of precious items that can never be replaced.
Sincerely,
*** ***

This matter is resolved to the customer's satisfaction. On behalf of the consumer, Lile contacted NorthAmerican Van Lines who agreed to refund the amount of $sought by the customer

Hello there,  this is not the quote I was given by their salesman Chris, it only takes 4- 5 hours with a break to load up my belongings..I called the manager Rob because over 4 hours went by and hadn't even loaded 10 boxes, that is not acceptable,   another crew had to come because the first one refused to pack the truck.  And when they finally got loading it only took about 5 hours total. But they are trying to scam me for all those hours they stood around,  and after the manager left, they went and sat down.  The one with the clip board said I get paid either way.  I am only paying for the actual time it took to load. They're trying to take advantage of a disabled women who is all alone. I have other quotes for the same move and it was not 9+ hours. I was told a price in July for $600 maybe an hour more and $350 to drop it all off plus storage of $5per day is what I agreed to and that is what other companies quoted but I needed to move as close to the first of the month so I choose [redacted]. Plus nearly everything I own was damaged or smashed up,  you can see how they handled the boxes and furniture by all the damage.  What am I supposed to do when even my mattress was dragged through the mud right in front of me,  they were reckless, and they even damaged by home. Someone tore down my closet and put a huge hole in the floor and wall. Plus I am still missing a pallet of boxes, Rob kept telling me he would look,  but I haven't heard back accept for a bill that they are trying to double charge me.  I need a neutral party to assist with this please. I am catastrophically disabled and not in good health. And they are trying to take advantage of me.  Thanks so very much for your help [redacted]I have left everything as I found it, per the insurance claims instructions, so they can see for themselves. This is a nightmare,  I trusted them. I can not open or print the attached form, and there's more damage,  so it wouldn't fit on those few lines.  There is $18,000 in damages and lost property

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 standards. According 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 destination. Lile’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 convenience. We want you as our customer and are hopeful that you will afford us the opportunity to provide services in the future. Best Regards

[redacted], I am sorry to hear about your unfortunate experience. That was truly not our intention. We appreciate your feedback and take all our customers comments very serious.We apologize for the shipment not arriving as you had requested. The summer season is very busy for moving companies. The...

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 claim. We reimbursed you for items and meals for a specific period of time only. Any 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 customer. I hope you will allow us to be your mover for life should you relocate in the future. Feel free to reach out to me directly if you ever have any questions or comments.

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)

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 1 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 uniform. Although not contractually required, we have  compensated you $666.43 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.

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 $25,000. 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], 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 military. If you would like assistance with the claims process, Kristofer M[redacted] or Kristofer.m[redacted]@lile.com) will be glad to help you.

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.

Complaint: [redacted]I am rejecting this response because you failed to answer my specific complaint. Rosa G[redacted] stated meals and groceries were covered during the claim period yet you failed to provide funds for groceries. I'm simply asking for the claim as agreed upon. have provided me don C[redacted] with a copy of the email that was sent to me. please read ear the complaint before your provide canned statementsI also request that you stop these deceptive tactics with military servicemembers in the future.Sincerely,[redacted]

Mr. [redacted] –  Please accept our apologies for the damage caused to your desk.   We do our best to provide the information needed for the customer to make an informed decision and our documentation clearly reflects the shipment was released to a value of $.60/lb. which resulted in the...

settlement amount offered. Please find attached the Bill of lading. Lile’s Eugene Branch Manager has addressed your concerns with the crew and reviewed our procedures.  We are confident that this will insure greater clarity with regard to valuation. We appreciate your business and would like the opportunity to regain your trust should you having relocation needs in the future.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

The problem that we had was in obtaining the correct replacement part for the wine fridge from the manufacturer which is [redacted].  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.  Will need to confirm that repairs to stereo cabinet are acceptable to owner once repairs have been made at which point this matter will be fully resolved.
As of today, this matter has been resolved.

Complaint: [redacted]I am rejecting this response because your company hasn't taken any responsibility for the move. My next step will be to contact [redacted] and the Federal Trade Commission.  I will not let this matter drop..I called John R[redacted] on his personal cell phone on 7-10...left a message and still haven't received a reply...so YES I am reaching out to help resolve this matter.  I demand my refund for the 1,500.00 extra that I was charged and wasn't aware of...and to this day I haven't heard from A-T[redacted]..or been given any explanation as for being charged more than I was quoted.   Im sure [redacted] will be very interested in this matter..since they protect seniors from scams like this.   Sincerely,[redacted]

[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 7000 families a year and almost all of them go as planned. However 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 items. Please 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 right. Feel free to reach out to me directly if you ever have any questions or comments.

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 74 items that were shipped, 13 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 9 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.