My Chicago Moving DBA All Around Van Lines

These people are more than incompetent - They moved us from Wisconsin to California the end of June 2016, and our stuff arrived in early August with thousands of dollars of damage - boxes smashed trashedTheir insurance carrier offered us $- for approximately $20,in damage -

Initial Business Response /* (1000, 6, 2015/08/12) */
First, we would like to apologize for any inconvenience that the customer may have experiencedIt is never our intention for our customers to be less than satisfied with our services
Behavior: We certainly regret that the customer
states they experienced such behavior as they described in their complaint from our employeeWe have reported the matter to management and it will be addressed directly with the people involvedWe thank the customer for being the matter to our attention as it helps our quality control department avoid such future complaints
Delivery: The customer was asked what the date will be the first available date they will be ready for deliveryThe customer stated 07/10/From that date we have up to business days to attempt the delivery of the shipmentWe will not guarantee a date for delivery unless a dedicated truck was requested and paid forAlthough we work very hard to meet our customer's requested piand delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictableThe customer was delivered on 08/06/which was within our allowed timeframe
However, if the customer is dissatisfied they may seek compensation for their complaints through the claims processWe have contacted CSI our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by lawThe customer was sent login information in order to file a claim onlineThe claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaintAll the above can and must be compensated through the claims process as required by federal regulationsOnce the claim is filed it will be analyzed in the order it was received and compensation if due will be offered based on our legal liability and within the time frame allowed by lawFor further assistance with filing claim the customer may contact CSI directly at XXX-XXX-XXXX or via email at ***@CSIPros.orgPlease provide Claim ID XXXXX when contacting CSI
We regret that the customer found it necessary to file a Revdex.com complaint, but we trust that the above explanation enables them to better understand our position in this matter

I started my interaction with All Around Van Lines through JoshHe was the estimator for my job and was extremely thoroughI had to move a bedroom apartment and a 10xstorage into a new house, so this was no small jobHowever, Josh was extremely professional and offered detailed "not-to-exceed" quote for my jobEverything was scheduled without any hiccup and extremely easyOn the day of the packing and moving, they sent over a team of professionals headed by AlbertAlbert is really very hardworking and thorough and so is his entire teamEverything was packed to perfection and well protectedIn addition, the move was smooth without ANY item breakingIn the end due to their thoroughness, the move exceeded their original time, but All Around Van Lines still stuck with the "not-to-exceed" quoteObviously we tipped the movers handsomelyWe are extremely pleased with the ease of use and professionalism of All Around Van LinesI highly recommend this company for all future moving needs, certainly for myself!

Initial Business Response /* (1000, 5, 2015/07/27) */
First, we would like to apologize for any inconvenience that the customer may have experiencedIt is never our intention for our customers to be less than satisfied with our services
Assembly: It states on the original estimate as
well as the bill of lading that we are responsible for the disassembly and reassembly of basic furniture onlyWe cannot accept the liability of assembling complex items due to the very sensitive nature of doing so
Hired Help: *** has to have many different people in many different areas who are registered with our company to help with deliveries if we experience lack of sufficient crew members to perform the moveWe would never approve any of our drivers hiring anyone off of ***All of our extended employees are adequately trained and are required to perform a rigorous background checkWe have reported this complaint to administration who have already addressed the concerns with the driver directly and they have opened an internal investigation into the matter
Service: We regret that the customer felt that they sustained such unacceptable behavior from our employeesWe have reported the customer's complaints to administration who have addressed this personally with the people involvedWe thank you for bringing the matter to our attention as it helps our quality control department avoid such future complaints
Loss/Damage: The customer claims to have experienced loss and damage to some itemsWe would like to encourage them to file a claim for these items, as well as the above mentioned complaintsWe regret that the customer is not satisfied with the services they received and will compensate them based upon our legal liability determined through the claims process
We have contacted our 3rd party claims company *** and instructed them to open a claim file for the customer so they may file a proper claim as the law requires*** has copies of our shipping documents for this move and they initiated the claim file by assigning the customer a unique claim id number of ***Login information was emailed to the customer on 07/21/to allow the customer to log into their claim file and file their claimUp to date no claim has been receivedThe claim login information allows the customer to file for loss/damage/delay/overcharge/general service complaints (all of the customer's above complaints)Federal Regulations require that we must NOT pay any claim unless it is filed in writing per the claim filing requirements and within the time the law allowsShould the customer have questions about the claims process they can contact *** directly at *** Monday through Friday am to Noon & pm to pm (EST) or they may email their questions or concerns to Info@***Pros.org
We regret that the customer felt the need to file a complaint with the Revdex.comWe trust that the above explanations enable them to better understand our position on these matters
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
THIS COMPANY IS TONE DEAF
This company is beyond anything resembling a professional organizationTHEY REPLY WITH A TWO SENTENCE APOLOGY!
They would like to apologize for " any inconvenience that the customer MAY HAVE EXPERIENCED" YOU HAVE GOT TO BE KIDDING ME! They allowed criminals to represent their company and enter homes WITH THE INTENT TO BURGLARIZE!! They claim to adequately train all employeesThe driver and one criminal employee were expected to unload a foot trailer, loaded top to bottom with furniture
90% of the boxes were crushedThis is a professionally trained load crew? A mirror was needlessly broken due to poor packing
They refused to answer the telephone until we filed with the Revdex.comNo claim would have been granted without the intervention of the Revdex.comThank you Revdex.com, a thousand times over
The company obviously cuts corners with personnel, training and customer serviceThey have no idea OR DO NOT CARE that they ruined our move and caused undue hardship
This is what the company should have doneThey should have returned our telephone calls immediatelyThey should have done their investigation and personally telephoned us with their response
They instead pass it off to an insurance company that will give us pennies on the dollarTHANKS ALOT!!
WE WOULD HAVE NO NEED FOR A CLAIM IF THEY HAD DONE THE JOB WE PAID FOR!!!
All they had to do was verify with their driver that he hired someone he should not haveThe driver has admitted to us that his worker stole itemsThe driver also advised that the truck was improperly packedWe paid for a PROFESSIONAL MOVE! We got a bunch of amateurs, mostly interested in cashing in and then writing us off
We have been on social media and listened to others with similar storiesWe are disgusted that this type of company is allowed to prey on unknowing customers
Admittedly we are angry, but we are also rightWe could live with a crushed box or twoWe could live with minor damageWe could live with poor staffing as along as they were professionalNONE OF THIS OCCURRED!!!
We continue to be upset with the poor response from this company, they add insult to injury and they do not careI hope no one from this company ever has to go through what we had to during our move
NO ONE FROM THE COMPANY EVER CALLED US TO ADVISE US WHETHER THEY MADE ANY ATTEMPT TO RETRIEVE OUR STOLEN PROPERTYHOW ABOUT CALLING YOUR EMPLOYEE AND HAVING HIM LOCATE AND RETURN THE STOLEN ITEMS? NOPE, NOT GOING TO DO THATTHEY ARE GOING TO WRITE US OFF AND MOVE ON TO THE NEXT UNSUSPECTING VICTIMS

Initial Business Response /* (1000, 5, 2015/08/04) */
First, we would like to apologize for any inconvenience that the customer may have experiencedIt is never our intention for our customers to be less than satisfied with our services
The sales representative cannot give a date or
ETA for the shipmentOnce the job is booked it is transferred to dispatch and it is up to the dispatch to coordinate the delivery ETA (Estimated Time of Arrival)Per our applicable tariff and the governing bill of lading we are allowed up to business days from the customer's 1st available date they state they will be ready to accept their deliveryAlthough we work very hard to meet our customer's requested piand delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable
However, if the customer still feels that they experienced delay they may file a claim for this complaintWe have contacted CSI our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by lawThe customer was sent login information in order to file a claim onlineThe claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaintAll the above can and must be compensated through the claims process as required by federal regulationsFor further assistance with filing claim the customer may contact CSI directly at 877-274-or via email at [email protected] provide Claim ID *** when contacting CSI
We regret that the customer found it necessary to file a Revdex.com complaint, but we trust that the above explanation enables them to better understand our position in this matter

All Around Van Lines has been a consistently great relocation experience! They have done a fantastic job moving myself, my family, and my company all in the past years! They are easy to deal with and have the friendliest staff! They were incredibly helpful with all of my movesThey made life so easy by being on time, fast, and carefulWe didn't have a single issue! Fast, easy, cost effective, and convenient! What more could you want! I have and will continue to recommend this company to anyone in need of a move!

My brother used them twice and he highly recommended All Around Van Lines to meThat's why without looking anywhere else, I booked themThe movers came on time with all the necessary equipment and packed everything fastIn just couple of hours, the packing was nicely doneWhen they unpacked my furniture, it was in perfect conditionI appreciate everything they did for meThe move was very inexpensive and the customer service was at a very high levelI can only compliment All Around Van Lines!

Every year I need to relocate because of the nature of my job. In the past years, I used many companies but always suffered heavily. So, this time I was desperate to find a reliable mover and finally I got what I was looking for. After the initial phone conversation with their sales rep, I decided on All Around Van Lines. She seemed to know what was needed to be done. She assigned a very good crew and scheduled my move at the exact date I asked for. Everything went smoothly from the start to finish and we paid exactly for what we get. My thanks go to everyone involved with my move.

Initial Business Response /* (1000, 6, 2015/10/06) */
First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.
Delivery: The customer was asked what the date...

will be the first available date they will be ready for delivery. The customer stated 08/31/15. From that date we have up to 21 business days to attempt the delivery of the shipment. We will not guarantee a date for delivery unless a dedicated truck was requested and paid for. We must take into consideration road conditions, weather, and mechanical issues that can affect truck routes. Everything that was agreed upon is in writing and it is the customer's responsibility to verify all their needs are included in the original estimate.
$350: When our drivers cannot deliver a shipment as scheduled by dispatch the entire route is affected. The driver must unload into a storage unit, or they must keep it on the truck causing problems with the route - requiring they double back to deliver, or they must charge for sitting and waiting. Truck routes are scheduled a week or so in advance, but not by the sales people, by the driver, or by any other employee than dispatch. We apologize if there may have been miscommunication about the delivery, but the redelivery fee was not to rip her off. ANY of the 3 above mentioned options cost money.
Missing Items: The customer immediately assumes that her items were stolen. My Chicago Moving has ZERO tolerance for theft. We never have and never will condone stealing for any reason. As the customer states we have absolutely no interest in risking our reputation over such items. As a matter of fact, even the most expensive items would not be worth the risk. We would never think of jeopardizing the future of our company, our employees, and all the families which depend upon our business to stay operating for the possession of ANY material items whatsoever. There are many other options which could have happened to the customer's items besides theft. We have looked in the warehouse and in the trucks. We have not located the customer's items. However, we ask that the customer keep us updated with their current contact information at all times in case the items were miss-delivered and we can return them.
We regret that the customer found it necessary to file a Revdex.com complaint, but we trust that the above explanation enables them to better understand our position in this matter.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason I feel that my item were stolen was due to the fact certain items were rummaged through boxes re-taped poorly. I convinced myself this was due to shipping, heat, continuous handling in a warehouse etc...Realistically I couldn't prove the exact content of each box so I decided to let that issue fly.It wasn't until I noticed all my BRAND NEW Chicago Bears items along with an expensive grill were missing that I knew this was no mistake. I packed certain kitchen items together because they were my most cherished and valued things. I would love an explanation as to how a Chicago based company could mysteriously loose a box of Chicago Bears kitchen equipment. I would also like an explanation as to why I had another person's soiled linen inside one of my boxes. Please be advised the customer service area was made aware of this the very next day and received pictures via email. Clearly my things were sifted through not to mention it sat in a warehouse for 10 plus days.
I can't fight the redelivery fee as those are deceptive practices that your company chooses to follow. Unfortunately some of your drivers are not being honest about the facts behind deliveries and impromptu drop offs. I have accepted the redelivery fee and the fact that I will never see my things again. I would LOVE an explanation as to why [redacted]Vanlines delivered my things instead of the All Around Van lines. The driver stated that they are not a part of all around van lines and were hired to redeliver my things. I never approved or was made aware of my things being given to another moving company or affiliate. This may have also contributed to my things mysteriously disappearing. I have filed a claim with the insurance company which seems like is a lost cause as well. I have learned my lesson with using shabby moving companies. I'm a consumer who will not take this issue lying down ....I will hold this company liable and follow this until justice is served. My things are gone but I want other people to think twice before handing over cherished things to a company who won't take accountability.
Please be advised [redacted] Van lines is located in Addison Texas and completely separate from All Around Vanlines. WHY DID THEY HAVE MY THINGS?
[redacted] Supervisor is [redacted]. The insurance company has denied my claim and I'm now appealing that decision.
Final Business Response /* (4000, 10, 2015/10/12) */
Boxes Opened/Re-taped/Mixed Up: The customer must understand that when shipping household goods we do our best to stack as many items vertically instead of spreading them out horizontally. We do this so to efficiently utilize all the space and not cause the customer too much additional volume in the truck. When you must spread items horizontally the shipment uses additional volume in the truck and costs the customer additional money. However, when placing these boxes we do not know how each customer packs their boxes. IF each and every box is not packed as full and as tight as possible then when stacking them it leaves much opportunity for a corner to collapse when transporting the items or transferring the items. When one weak box has part that collapsed, then any sharp objects will pierce through the sides/top bottom, resulting in items spilling onto the trailer floor. In addition, if the customer would also then picture the situation such as this. One box under a few collapses (again NOT due to the mover's fault, they did not pack the boxes) then the stack is off balance causing others stacked on top to fall (the higher up the harder the fall- affecting the level of damages). Remember that since the movers did not pack the boxes, and they see hundreds of boxes every day all day long, they do not know what is in the boxes, whose items are whose, they must get into the trailer and try to put the pieces back into the box(es) to the best of their ability. The movers salvage everything they can, hoping that the boxes which experienced damage/loss is for just one shipment, that no other customers' items spilled out and mixed in with the items that fell. They try to repack the items and tape the box to hold the items. Yes, the boxes will then appear rummaged through, but in reality the movers are trying to clean up after someone who did not pack their boxes properly.
Chicago Bears Items: The movers would not know the customer's contents of their boxes to pick out the ones containing her claimed items. It would literally be impossible to guess that box # 258 is full of Chicago Bears kitchen items when there are 175 (plus) boxes beside each other.
Warehouse: Consolidation of shipments is part of moving. You do not purchase a move renting a truck to move only your items. In order to keep the costs of shipping household goods to a more reasonable rate movers do consolidate shipments until enough shipments are headed in the same direction and can be put onto a singular truck. Maybe the truck is making the trip from IL to GA so when it gets to GA there is another driver/crew/truck who will take the shipments which need to go to FL and deliver those. This is common whether it is using their own trucks/employees or an "interlining carrier" ([redacted] Van Lines).
Authorization: The law allows carriers to utilize the services of another carrier if the need be. This is not done using a strange unknown company, it happens with companies which we have worked with in the past and have had good customer experiences.
Responsibility: Because the customer is filing a claim is proof we are willing to take responsibility for anything which is proven to be our liability. This is not an insurance claim, but a claim based on valuation. Movers do not have to carry insurance on other people's items. They do not know what the items are (because they are already packed or wrapped in some manner which prevents the mover from inspecting the items before they accept responsibility to transport the items). Further, the movers cannot know the value or the condition of the customer's items either. Any insurance would have to be purchased by the customer before the move through a moving insurance agent. Federal Law requires that movers offer a level of liability called valuation coverage and the customer selects their valuation coverage the day of the move. Every mover must offer 2 options for valuation: Full Replacement Liability Valuation Protection (FVP) is the 1st. FVP is very expensive but will replace or repair the items if they are proven through the claims process to be the carrier's liability. The mover pays this from their pocket. The other choice is Released Liability Valuation Coverage of $0.60 per pound per article. This is offered free of charge and is the most popular choice of customers just to keep the price of the move down. However, if there is loss or damage which through the claims' process can be proven as the mover's liability, the way the compensation amount is determined (again Federal Regulations and not something we make up) based on the weight of each (approved) item multiplied by $0.60 per pound. There is no requirement to compensate beyond the $0.60 per pound per article. Again, no matter what, we are ultimately the responsible party for payment. CSI analyzes the claims on our behalf - showing us proof that we are responsible for any claimed items on the customer's claim. Then the monetary compensation is determined by the valuation choice the customer signed for the day of the move. They then advise us of our legal liability to the customer based on the evidence and the customer's valuation choice. WE are responsible for providing payment to our customers from our pocket, not an insurance check. SO, to say we are not taking responsibility is wrong. There are many times which we accept liability for items we do not even know they exist, but we take our customer's word that they do. We just know there are boxes with unknown contents.
We hope this clarifies some of the customer's concerns. We are not trying to shirk responsibility, we are giving the customer the benefit of the doubt saying that she even tendered the claimed items to our company to move. We must trust our customers, as they must trust we are nothing like the customer portrayed in her complaint. The customer assumes instead of asks. This is why our response is so lengthy. We wish for the customer to understand.
We regret that the customer felt the need to continue their complaint with the Revdex.com. We trust that the above explanations enable them to better understand our position on these matters.

Initial Business Response /* (1000, 5, 2014/07/29) */
We apologize for any inconveniences that our customer, [redacted], may have experienced during her move from ** to [redacted] It ** never our intention for our customers to be less than sat**fied with our services. Please note that [redacted]...

**/was not our customer, signed estimate and contract attached ** that of [redacted]' move (complaint address corresponds with that of [redacted] move).
My Chicago Moving serviced move for [redacted] (IL - [redacted] commencing on 06/23/14 with delivery on 07/18/14. Please refer to attached estimate that provides detailed information regarding dates for pick up, delivery spread schedule, packing charges/services along with other pertinent information regarding move, provided to every customer prior to move. Attached signed contract also includes same information. Both, estimate and contract, provide information regarding delivery spread informing "moves over 1,901 miles have a delivery spread of 1 - 21 business days from customers first available date of delivery" (IL - [redacted] approximately 2,048 miles; please refer to p. 2 of estimate and p. 7 of contract, both signed by customer). [redacted] first available date for delivery was 06/24/14 making her window for delivery 06/24/14 - 07/23/14. Customers shipment was delivered on 07/18/14, well within delivery window (please refer to signed contract at delivery). Please note that pick-up and delivery scheduled hours are estimates only and while we try our best to arrive within scheduled times there can be delays caused by traffic, construction, weather or other conditions beyond our control.
Our records show that [redacted] was contacted on 06/29/14 (delivery information confirmed), 07/02 and 07/07/14 (informed customer no updates, shipment has not been d**patched), 07/10/14 (shipment ** en route to [redacted] and 07/15/14 (confirming delivery between 07/16 - 07/18), shipment was delivered 07/18/14. At your request we can provide telephone records.
As of today, 07/29/14, customer has not filed or requested information to file claim for m**sing and/or damaged items (please refer to p. 10 of contract; [redacted] signed and initialed confirming each and every item on inventory sheet received, no statement regarding m**sing or damaged items).
Please review attached 15 pages, signed estimate/contract. If you have any questions or request additional information, please call (XXX) XXX-XXXX.
[redacted]hank You,
My Chicago Moving

All Around Van Lines was amazing from start to finish - and then way more beyond. Firstly, even just booking the job you could tell a big difference in customer service. I spoke to Mike originally and appreciated that he answered all my detailed questions. He was genuinely helpful. On moving day, the crew was diligent and efficient all at once. The 4-man crew took great care with all of my stuff (and I'll admit I get so nervous when it comes to fragile stuff!). They clearly knew what they were doing every bit of the way and even made some suggestions about where to place things in the new apartment to better use my space (they were totally right).
I was already planning to post a good review for them online, but totally procrastinated writing this and now I'm sort of glad about that because All Around Van Lines went way beyond the call of duty. I had a bit of a furniture mishap a month after my move and my dresser full on toppled over one day. It was perched rather precariously on some leftover boxes and I couldn't figure out how to right it/fix the legs myself so I called All Around Van Lines and frantically asked Mike if they happened to have a crew nearby who could come help me out anytime soon. It was wishful thinking, but to my amazement they sent a guy to my apartment and helped me. He did the job well and didn't even ask for the money but I gave him $10 as a token of appreciation. I still smile with gratitude over a week later. I can't thank them enough for their great service, top notch skills and just the most fantastic generous customer service.

I am astounded at the level of professionalism and service from All Around Van Lines. Josh, our representative was extremely helpful and readily available for any questions that I had. The movers arrived promptly and quickly got to work. All of our belongings were expertly wrapped and protected and in a very timely manner. The movers were honest and friendly and easy to work with. Nathan was the supervisor and was able to clearly answer any questions we had the day of. His colleague Michael and Lars were also incredibly nice and hard working. Moving is always a stressful experience and the team from All Around Van Lines were pivotal in helping us have a easy and seamless move. I would highly recommend their services to others who are on the move and I will definitely be using them again when the time comes. Thank you guys!

I have moved several times in last 8 years. The movers were always great, except for once, but that's another story. However, when I hired these guys to help me move, it was the best decision I could have made. They went above and beyond to help me with anything I needed. The men who helped me move were very friendly. If I ever move again, I know who I will call to help me. The staff was very professional and the price was good too. I personally do not think there are better movers out there.

First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services.    Services:   
Symbol;">·         Careless/Untrained Workers - We require all the movers who work under Olympia to be thoroughly trained on all aspects of lifting, carrying, packing, loading, unloading, securing the items, etc.    ·         Old Equipment:  If the equipment is still capable of doing the job it is supposed to do, then it does not matter if it is shiny and new or obviously seasoned.  Like automobiles; the old muscle cars are built much stronger than our newer cars.    ·         Subcontracted Services:  We do not “subcontract” our moves.  All movers (even the large corporations) are entitled to have interlining carriers or “agents” to help the shipment meet the scheduling timeframes for completing the move.  If we do not deliver by the mandated timeframe then we must compensate customers by the day.  If we have many moves requiring additional services which were not anticipated for the route, or even if there is mechanical troubles, or the moves are double the estimated size, we will then be delayed and have to provide compensation to many customers who are affected by the delay. In order to deliver our customers’ shipments as quickly and as efficiently as possible we can, and sometimes do forward the shipment to another mover with whom we have an agreement with.    ·         Misquoted/Misinformed:  When purchasing a move you are purchasing the reservation of space on the tractor trailer and/or warehouse. Movers have special moving software to help them get a basic idea of the amount of space that it may take to transport each customer’s shipment.  This software has a list of the most common basic, standard household items household items and their estimated weight.  This guide is derived from the American Moving & Storage Association’s (AMSA) Standard Weight Guide.  **Movers also use the number “7” to convert from weight to cubic feet and vice versa.  Weight divided by the number “7” = the approximate cubic feet the shipment will take.  Cubic feet multiplied by the number “7” will give an approximate weight for a shipment.  While this may not be 100% accurate it is the normal universal method to convert for household goods carriers. The customer provided us a list of 163 pieces to be packed and shipped.  When the movers arrived the day of the move they were prepared to pack and load 1,739 cubic feet (which using the Standard Method of Conversion converts to 12,173 pounds).  However, there were additional items which were not included on the list.    Our crew is not in position to assume all items are to be moved especially if the list on the estimate they have in hand is substantially different.  They will start off by loading the items they were able to identify from their list, unless they were informed by the customer that they have a change of order and will need more items to be loaded.   Then the movers will cease from loading and will issue a revised estimate to include the additional items now required to be moved and the estimated increases it may cause.  At this point the customer has 3 choices:    1) They can tell the movers that they wish to cancel the move.  The movers will then unload any items which may have been loaded onto the truck.  The customer then forfeits any deposit paid and will be charged for any expenses due to the dispatch of the crew, their labor, the materials for packing (if any of these are applicable) , etc. 2) They can tell the movers to stop loading any more items when the reserved space is filled.  This means that the price will remain the same as there have not been any changes to the requirements for the move.  This also means that the customer then is responsible for the transport of any additional items which would have increased the price of the move; even if the entire inventory list is not loaded (due to the size and shape of the customer’s items prematurely filling the reserved space).   3) The customers will review the new Revised Estimate which is a more accurate reflection of the volume they will need in the tractor trailer, they will make the decision that they want ALL their items packed and shipped by the carrier and they agree to pay the price to do this.  If this is what the customer wants to do they will sign the Revised Estimate, which cancels out the original estimate, and instructs the movers to continue with their entire move and all the services they require to successfully provide them with a complete move.  [redacted]The customer CHOSE to instruct the movers to pack and ship all their items.[redacted]   ·         Dates/Deadlines:  Per our Estimate and Bill of Lading governing this move, we have up to 21 business days from our first available date to deliver the shipment.  Although we work very hard to meet our customer’s requested pick-up and delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable.   ·         Communication:  We apologize that the customer states that they had a difficult time communicating with us.  We do not have record of any voicemails or emails from them that were unanswered.    ·         Avoidance:  We are not avoiding the customer in any way.  At no time has the customer called customer service and been avoided.  If there is no answer from customer service the customer must leave a voicemail; otherwise our customer service representative will not know that the customer called or even that they had any concerns that need to be discussed.  Also, upon review of our emails to customer service we did not find any unanswered emails for this customer.  We are not trying to avoid the customer.   ·         Rectification:  The customer was instructed to file a claim with CSI (our 3rd party claims processing company-NOT insurance) for their loss/damage; which they did do.  Compensation was offered to the customer based upon our legal liability as determined through the claims’ process.    Valuation verses Insurance:  This is not an insurance claim, CSI is not an insurance company, and CSI will not be making any payments. Federal Regulations do not require that movers carry insurance on someone else’s items (auto insurance excluded).  Any insurance would have to be purchased by the customer before the move from a moving insurance company.  Our movers do not know the contents of boxes unless they are the ones who packed them.  They do not know the condition of the items inside nor do they know the value of the items inside. Federal Regulations require that carriers offer a level of liability called valuation coverage.  The customer is the one to select and sign for the valuation coverage on the day of the move.  There are 2 levels:    1.  Full Replacement Value (Liability) Coverage – commonly known as FVP full value protection.  This level of liability coverage is very expensive and must be paid for in addition to the price of the move.  Selecting this coverage means that the customer is releasing their belongings to the carrier to transport for the liability of:                   -if there is loss or damage, and through the claims process it can be proven to be due to the negligence of the mover, the carrier will replace, repair, or compensate for the item or a like item.         2.  Released Liability Valuation Coverage of $0.60 per pound per article.  This means that the customer is releasing their items to the carrier to transport for the liability of:   -if there is loss or damage, and through the claims process it can be proven to be due to the negligence of the mover, the carrier is responsible for a maximum of $0.60 per pound per article.  This is based upon weight regardless of the value.  However, customers who select this valuation coverage get to enjoy the less expensive rates for their move.   With that said, the customer voluntarily selected and signed for the free of charge, as required by law, Released Liability Valuation Coverage Protection of $0.60 per pound per article in order to enjoy lower rates for their move.  The customer had the opportunity to select Full Value Protection Valuation Coverage at an additional cost and they refused that option.  Therefore, our liability in case of negligence is limited to $0.60 per pound per article as dictated on the governing Bill of Lading, signed and agreed upon by the customer and All Around Van Lines.   ·         Time for Claim to Process:  The customers were simply waiting in line for their claim to be reviewed in the order it was received (like when you file for a court date, when you stand in line at a concert or sporting event, or even at the grocery store, you must wait until your turn).  The customer was told that claims are analyzed in the order they are received and the customer has been informed of this all along.  Their claim could not be selected and put in front of someone else’s claim.   There was not any “delay” besides waiting their turn.   ·         Cost of Damage:  The customer cannot determine the amount due for their damages.  They selected the Released Liability Valuation Coverage which only covers at a liability level of $0.60 per pound per article.  No matter the value, compensation is based on the weight multiplied by $0.60 per pound.    ·         Compensation:  CSI determined that our legal liability was $222 based upon the valuation selection that the customer selected for their protection.   ·         Lost Pictures:  The customer is the one who uploaded the photos directly to their claim.  Therefore, there is no possibility that CSI could have “lost” anything. The customer could see when the photos were saved and they could see which photos they loaded.   ·         Courtesy:  As a customer courtesy only; strictly to please the customer, we did offer a very generous gesture of good faith almost 5 times the amount which was determined as our legal liability.  However, the customer refused.  The customer needs to understand that even a court of law can only make determinations about our liability based upon the valuation selection signed for.  We have been trying to reach out to the customer and show them we do care.  However, it takes both parties to cooperate in order to agree.  We cannot be the only ones looking to meet in the middle.    ·         Rating:  We work very hard to be able to keep a good reputation (by showing customers we appreciate them through caring and generous gestures).  Everyone makes mistakes, but we are more than trying to make amends with the customer.  The ratio of complaints is very low compared to the number of moves we perform is very low.  The valid number of complaints is even lower.    While we regret that the customer’s move did not happen without incidence, we cannot resolve their concerns without cooperation (and compromise) from them.

The quote we received was very transparent and we gladly included the packing and packing materials option. We moved several times before and it’s such a hassle. I was really anxious about my move from Glen, IN to Idaho Falls, ID because of the distance and the volume of stuff we had to move. To make matter worse, I broke my hand 2 weeks ago and I couldn't lift anything. I thanked to my wife for her effort to find All Around Van Lines and it was really a pleasure to watch them working. I have never seen crews with such a great expertise, nothing was broken and everything was delivered to our new house before the estimated time. I would recommend them to anyone.

I just loved the way All Around Van Lines handled my relocation from Illinois to South Carolina. Particularly, I never wanted any damage to my things that I had worked for so hard. By the end of the move, I was very happy that nothing was damaged and all my possessions were unharmed. In addition, the move was completed in a very reasonable time and I would recommend the movers to anyone seeking a swift and safe move for their things.

Initial Business Response /* (1000, 5, 2014/09/26) */
We apologize for any inconveniences that our customer, [redacted] has experienced during their move from IL to [redacted] It is never our intention for our customers to be less than satisfied with our services. Please note that we are currently in...

the process of resolving issues.
My Chicago Moving serviced move for ** (IL - [redacted] commencing on 07/23/14 with delivery on 08/20/14. Please refer to attached estimate that provides detailed information regarding pick up dates, delivery spread schedule, packing charges/services along with other pertinent information regarding move, provided to every customer prior to move. Attached signed contract includes same information. Please note that verbal confirmations are also completed with every customer prior to pick up and prior to delivery, reviewing same information on estimate and contract. Both, estimate and contract, provide information regarding delivery spread informing "moves 1,001 - 1,400 miles have a delivery spread of 1 - 15 business days from customers first available date of delivery" (IL - CO is approximately 1,053 miles; please refer to p. 8 and p. 14 - signed by customer). Although we try our best to deliver shipments before the last day of delivery spread there can be delays caused by traffic, construction, weather or other conditions beyond our control. Customers first available date for delivery was 07/31/14 making their window for delivery 07/31/14 - 08/20/14, shipment was delivered on 08/20/14.
Dispatch has confirmed that two items that were not delivered with original delivery on 08/20/14 have been loaded and are en route to [redacted] anticipating delivery 09/29 - 10/01. We have contacted and informed customer of delivery window, ** has stated they're unavailable during that delivery window but are available 10/02 or 10/03. Please see attached email correspondence regarding delivery of two remaining items; delivery department will also contact JS next week to reconfirm actual date for delivery.
Claim information has been provided to ** via email. Once claim has been filed with Claims Service International along with required documents, compensation will be approved according to the terms of contract and based on documents provided by claimant.
Please review attached 17 pages, signed estimate/contract. If you have any questions or request additional information, please call (XXX) XXX-XXXX.
Thank You,
My Chicago Moving
Initial Consumer Rebuttal /* (3000, 9, 2014/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although the company did end up delivery all items, the level of service upon delivery was unprofessional. The two items that were shipped to Florida and then sent later were likely expedited due to this complaint (see attachment), otherwise I do not know when they would have arrived; as it is ironic that I was notified nearly immediately after filing the inquiry that my items were going to arrive soon. Upon receipt of these 2 items - the delivery person brought them to the front door but when asked if he would bring them in he said, "Am I supposed to?" and walked away. As a moving company, I would've anticipated a completed job, but this did not occur and I had to carry two large and heavy items into my home. Now that I have all of the items, I will file a claim for recovery of compensation of damaged items; however, I would like to emphasize that the representative (Tanya) stated on the phone that because of all of the inconvenience with the delivery and two items that were misplaced in the delivery that there would be compensation. Again, I am very disappointed in the level of service provided by this company.
Final Business Response /* (4000, 11, 2014/10/16) */
We sincerely apologize for the service related issues with regards to our customer's delivery of remaining items. Our customer, [redacted] has been contacted via email and phone. As a gesture of good faith we have offered compensation in the amount of $150.00 for the inconveniences with second delivery (*please note that compensation offer does not include claim for damaged items). We are currently awaiting signed release form from customer, upon receipt payment will be mailed to address on file. Please see attached release form and email correspondence. If you have any questions or need additional information, please call (XXX) XXX-XXXX.
Thank you,
My Chicago Moving

The long distance was my biggest concern during this move. But I have to say, All Around Van Lines took really good care of everything. The movers arrived on time. They were all very efficient and experienced. It took them just 3 hours to finish loading everything onto the van. They packed everything very well earlier so my valuables could survive the long trip. I was given quite a long window for the delivery. But luckily the delivered everything on the first day and I could happily avoid sleeping in the sleeping bag. 2 of my plates didn’t survive the trip. Everything else traveled quite well. I will surely hire them again.

I can't say enough about how great All Around Van Lines is. From my first contact to set up the move, Jennifer couldn't have been more helpful. She was very personable, was able to answer all my questions, and put my mind at ease that all was going to go well. On the day of the move, the team of Keith, Tim and Torres arrived on time, got everything out of our home in to a neat and tidy truck efficiently, professionally and with smiles on their faces. The latter (the smiles) made all the difference because it put me totally at ease and same was the case during delivery. All in all, I couldn't have been happier and would definitely recommend them to my friends, and use them again.

We have used All Around Van Lines twice for moving services and during both moves, were very impressed with the service. Natalie and his team are exceptional with customer service, checking is with us throughout the move, and getting everything done in a timely manner. The moving team was so careful with our belongings and was sure to let us know anytime there was going to be an additional charge for materials. We felt their pricing was fair and very reasonable for the service that was provided.