Mother Lode Van & Storage, Inc.

Mother Lode regrets that [redacted] has felt the need to complain to the Revdex.com as her issue has been presented to northAmerican Van Lines and an audit of all moving factors and charges was already underway. This information has been reported to Ms. [redacted] during contacts with Mother Lode Van...

& Storage. We are an agent for northAmerican Van Lines and the relocation was under northAmerican's authority and document control. [redacted], northAmerican's Customer Service Representative, has informed us by telephone this morning that the audit has been completed and Ms. [redacted] will be receiving a refund of $165.10 in the near future.  We have shared the content of Ms. [redacted] Revdex.com complaint with the named staff members and have emphasized the importance of timely communication regarding customer inquiries.[redacted]/Mother Lode Van & Storage, Inc. 5/21/15 12:03 pm

Ms. [redacted]'s claim for broken dishes was denied because all the cartons were packed by Ms. [redacted] and delivered to the destination as directed, and in her presence. Upon completion of the move, the moving crew and Ms. [redacted] inspected for any items showing new damage....

Finding none, she was asked to sign a standard damage release form, which she did sign.  After the movers were gone, while in the process of unpacking her boxes, she claims the bottom of a box burst open and dishes were broken. Under these circumstances the mover does not have responsibility for resulting damage.
While the rules regarding claim settlement are clear in this instance, Mother Lode would like to offer some resolution to help restore the good will of our customer. We are suggesting that an adjustment of $50.00 be made to resolve this complaint. We are sorry that the customer experienced damage, and trust the adjustment offer will be viewed as helpful in this situation.
[redacted]
Owner/Mother Lode Van & Storage

Review: We paid $10,604.52 for everything in our house to be moved from CA to TX by 11/1/2013 and have not received it all.

We had a delivery spread of 10/29/2013 a 11/1/2013 and we received 2/3 of our stuff on 10/30/2013. We have called multiple people at Mother Lode and North American and sent multiple emails. At first they wouldn't call back at all, then it was we are working on it and will update us. Or they are trying to locate a driver. On 11/4/2013 we were finally told it would be picked up Monday the 11th and delivered Wednesday the 13th. Then on 11/12 we were told it would be delivered on the 14th. On the 13th we contacted Mother Lode because we haven't heard from the driver and they had no clue who the driver was or where our stuff is. As of today the 14th they don't know the driver or where our stuff is. They have mine and my daughters clothes, 90% of our kitchen (I can't even cook), our computer and most of our garage stuff. I have pictures of it all out in front of my house in CA. One I want my stuff but also we have had to go out for dinner every night. You can only eat so many sandwiches. When I asked about compensation for being 14 days now after the delivery spread the said they would give us $200.00. I even asked if they would credit me for what they didn't deliver and my husband would fly back and pick it up but they said they would get it to us. Please help my family, this has been a nightmare.Desired Settlement: I want my stuff and a settlement for not delivering by the promised date.

Business

Response:

Reference is made to your recent complaint to the Revdex.com NE California, Case# [redacted]. Mother Lode Van and Storage is an Agent for northAmerican Van Lines with whom your shipment to El Paso, TX was arranged. We are very sorry you did not find northAmerican's delivery service satisfactory.

In reading your complaint you are displeased with the customer service efforts extended by Mother Lode regarding your personal calls and emails inquiring about the driver assignment and actual delivery date schedule of the "overflow" portion of your shipment. I have checked with Mother Lode personnel responsible for communication between the Customer, Mother Lode and northAmerican Van Lines. Your shipment packed and loaded on time, October 24th and 25th as originally scheduled. Unfortunately, the northAmerican Assigned driver for your shipment lacked enough open van space resulting in an "overflow" shipment that had to be assigned to a second northAmerican driver and van.

Assigning drivers and equipment to loading sites is a function that only northAmerican performs. Mother Lode did bring the overflow to our warehouse where is was secure while northAmerican attempted to schedule the second driver to load and deliver. Until the second driver assignment was made, we concentrated our efforts on communication with northAmerican seeking answers to questions and concerns regarding the overflow status. I did not see a single instance where Mother Lode was not working on your behalf to get this overflow resolved. Admittedly, the results obtained were not what either of us wanted, but there was not a lack of continuous effort, just an inability by northAmerican to identify and schedule a second driver to load and deliver the overflow shipment.

Mother Lode's Customer Service records show numerous telephone conversations between Mother Lode, the [redacted]'s and northAmerican Van Lines. Mother Lode also has copies of 53 emails concerning the complaints regarding "Overflow" issues. We were very involved in trying to assist you to solve the delivery problem.

Among those emails were some directed to you containing encouragement and instructions regarding how to contact northAmerican's customer service department on a direct basis. Additionally, information was relayed to you regarding the delay re-imbursement process and we did send you the northAmerican Delay Reimbursement Request Form via email. Mother Lode also confirmed for you that the Overflow loaded from our warehouse on November 11th with an intended delivery of November 14th which the northAmerican schedule indicated at that time. The schedule was later changed by northAmerican to November 18th and I see that you did actually receive the "Overflow" delivery on the 18th.

We apologize for any inconvenience experienced because of the "Overflow" and subsequent delays involving the actual delivery to you. I have received information that you are currently pursuing delay settlement options directly with northAmerican Van Lines and that the van line has a complete history regarding the handling of your shipment. Mother Lode sincerely hopes a settlement will be achieved through northAmerican Van Lines which will help to mitigate the service dissatisfaction you have expressed.

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)

We did finally get our stuff but we were still without most of my clothes and my daughters. Also 3/4 of my kitchen and all of my kids school supplies. I wasn't even able to cook dinner. We would like to be sent a check to help cover the costs of eating out and buying new clothes and school supplies. We were told we could mail in receipts but it would be a waste of time that they wouldn't cover it.

Business

Response:

I wanted to expand a bit on the response from [redacted] at northAmerican/Sirva Claims.(Attached) I went into the claim settlement records to actually view the elements of the claim settlement. I confirmed that the [redacted] claim did not include a single “missing” item. Nothing about clothing or missing kitchen boxes was claimed by the [redacted]s, just damages to furniture. northAmerican sent a furniture repairman to the [redacted] home to inspect and appraise damages and repair/replacement costs. The [redacted]s did have extended valuation during their move and northAmerican sent a claims settlement check to them, #[redacted] amounting to $8,956.91 on 2/5/14 in full settlement of all claims made by the [redacted]s for this relocation. The [redacted]s were offered $200 for inconvenience due to the lateness of the second truck. It is policy to produce receipts but none were provided.

I feel, at this time, the [redacted]’s have received a great deal of attention from Mother Lode and from northAmerican regarding the services performed and have received a maximum claim settlement in recognition of their complaints.

It is my sincere hope that neRevdex.com will be in a position to show this complaint as resolved and will not adversely impact Mother Lode’s accredited position.

Please let me know if there is any further action you would like me to take,

Best Regards,

Review: Re: North American Contract Number: [redacted] Actual Move Date: 4/4/15 Issue: North American charged for services not performed associated with a move in Sacramento, California. I was overcharged on a moving contract and have made repeated attempts to obtain a refund of approximately $560. Despite assurances that I would be promptly refunded of the difference and that I would receive return phone calls in response to my repeated contacts to the company, I have yet to receive a refund or a call informing me that this matter has been resolved. Facts: I contracted with North American Vans (local company: Mother Lode Van & Storage) to move my car and personal belongings on 4/4/15. The original estimate was $2,423.05, which included moving my personal belongings from my personal residence (including the packing of a 36 flat screen TV) to, and shipping my car out of, state.I amended my contract to include a second pick-up location (storage unit) which resulted in a new estimate of $2,982.88.Between March 18-March 25th, Traci a sales person (at [redacted] and [redacted]) assured me that I would receive a credit from North American, if on the actual moving date, there was only one pick up location and if I did not need to pack and move the TV, I would receive a credit between the estimated charge and the actual charge. On the contracted move date, the movers only had to pick up my personal belongings from one pick up location, not two and did not have to pack and ship my tv resulting in an adjustment to the amount I prepaid $2982.88. The move coordinator, [redacted]) also assured me on April 1st and April 3rd that I would receive a credit for the cost of the second pick up location and to pack and ship the tv. [redacted] informed me that upon conclusion of the move, the assigned driver ([redacted]) would submit the appropriate paperwork to the corporate headquarters so that I could receive my refund. Even on the day of the move, I had to direct the driver to note something on the contract about what services were not provided. He only responded by noting the following: No packing on the Change Order Form. I followed up with [redacted] on 4/7/15 to remind her about the credit. She informed me to follow-up with her in a couple of weeks since the paperwork from headquarters had to be processed.I called [redacted] again on 4/22 and she still had no information regarding the credit and advised me to call headquarters. I called headquarters on 4/23 at [redacted] and left a message. [redacted] called me back on 4/27 stating that she did not see a credit but would contact [redacted] regarding what credit was due and call me back that same day.On 4/28 I called [redacted] to see what progress was made and she did not know and promised to research and call me back the same day. I did not receive a return call. On May 20th, 2015, my daughter contacted [redacted] at the Corporate Headquarters to request an update. [redacted] called me to inform me that she was researching this with the driver and awaiting a return call from the driver.It has become increasingly clear that North American & Mother Lode Van & Storage has no intention of refunding me for services that were not provided despite assurances that I could expect this refund. It has also become increasingly clear that I cannot trust North American personnel to honor their promises to return calls despite representations to the contrary.Desired Settlement: Refund of approximately $560 requested to be returned.

Business

Response:

Mother Lode regrets that [redacted] has felt the need to complain to the Revdex.com as her issue has been presented to northAmerican Van Lines and an audit of all moving factors and charges was already underway. This information has been reported to Ms. [redacted] during contacts with Mother Lode Van & Storage. We are an agent for northAmerican Van Lines and the relocation was under northAmerican's authority and document control. [redacted], northAmerican's Customer Service Representative, has informed us by telephone this morning that the audit has been completed and Ms. [redacted] will be receiving a refund of $165.10 in the near future. We have shared the content of Ms. [redacted] Revdex.com complaint with the named staff members and have emphasized the importance of timely communication regarding customer inquiries.[redacted]/Mother Lode Van & Storage, Inc. 5/21/15 12:03 pm

Mother Lode Van & Storage was the most unprofessional group of people I have ever dealt with.

They damaged several pieces of my Antique furniture, nothing was covered, or covered with pads. I was charged for pads,packing material etc. They even tried to hide a mirror that they broke off of the vanity it attached to. If that was not enough, the left behind the entire contents of my office. I discovered that the following day when I went to old residence to meet with Realtor and give keys. I had to pay new people for what Mother Lode had already been paid for to haul six full size pick up loads to my new residence. They refused to do an inventory or damage check before leaving. They demanded check, told me time was up and left. I paid over $2000.00 for their services and they not only did incomplete job, they damaged my furniture so badly that it led to repair costs of over $2000.00 as well as leaving me with irreplaceable family heirlooms damaged beyond repair or restoration. I can not stress enough to the public to steer clear of this business. They have refused to talk to me or make any attempt to compensate me. Every time I called in attempt to resolve matter, I was left on hold fifteen or so minutes before being hung up on.

Review: My belongings were damaged in a move on June 16, 2014, I submitted a claim for $81.00, using the .6 per pound system that the company stands behind. My claim totaled $81.00 for 2.5 boxes of dishes and glasses that were in shards due to boxes being dropped and a file cabinet where one drawer is inoperable due to its being bent in transit. I have corresponded with the company several times and submitted a claim on their forms. Claim number is #[redacted]. They have denied my claim saying boxes were not dropped and I signed a form that did not note damage at delivery. Of course, I did not have time to open all my boxes or inspect furniture before signing it.Desired Settlement: Payment of $81.00

Business

Response:

Ms. [redacted]'s claim for broken dishes was denied because all the cartons were packed by Ms. [redacted] and delivered to the destination as directed, and in her presence. Upon completion of the move, the moving crew and Ms. [redacted] inspected for any items showing new damage. Finding none, she was asked to sign a standard damage release form, which she did sign. After the movers were gone, while in the process of unpacking her boxes, she claims the bottom of a box burst open and dishes were broken. Under these circumstances the mover does not have responsibility for resulting damage.

While the rules regarding claim settlement are clear in this instance, Mother Lode would like to offer some resolution to help restore the good will of our customer. We are suggesting that an adjustment of $50.00 be made to resolve this complaint. We are sorry that the customer experienced damage, and trust the adjustment offer will be viewed as helpful in this situation.

Owner/Mother Lode Van & Storage

Complete BAIT & SWITCH!! Do not use this company!!! Rep came out and quoted me for the job to move my family. I told her I would be getting three quotes from other movers. She sent me the quote and asked how it looked. When I told her she was in the middle on price, I received a very reduced quote. With notes, saying she miscalculated a few items and fees. Now they were the lowest. Movers came, one time and started moving. About half way through the move, the head mover said they were running a little late, about 1.5 hours. Since they gave me a NOT TO EXCEED quote, I said alright thanks for letting me know.

When they got done, I went to pay the driver and he tells me I owe another $600 for the extra time. Then they wouldn't leave until they got paid, blocked my driveway. The rep never came on site, called me and said to just pay what I could. BAIT & SWITCH!

Also, they broke several things and hid the damaged items. Emailed rep and have yet to hear back. Two weeks now and waiting.