My Chicago Moving

Initial Business Response /* (1000, 6, 2015/09/01) */
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
Delay at Delivery: The customer was asked what the date
will be the first available date they will be ready for deliveryThe customer stated 07/18/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 forWe must take into consideration road conditions, weather, and mechanical issues that can affect truck routesEverything 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
August 10th was the 16th business day and still within the allowed timeframe for the delivery
If the customer still feels that they were dissatisfied with any part of their move they can file a claim with CSIWe 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 online and up to date no claim has been receivedThe 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 *** or via email at ***@CSIPros.orgPlease 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

Initial Business Response /* (1000, 6, 2015/10/06) */
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
Delivery: The customer was asked what the date will
be the first available date they will be ready for deliveryThe customer stated 08/31/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 forWe must take into consideration road conditions, weather, and mechanical issues that can affect truck routesEverything 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 affectedThe 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 waitingTruck routes are scheduled a week or so in advance, but not by the sales people, by the driver, or by any other employee than dispatchWe apologize if there may have been miscommunication about the delivery, but the redelivery fee was not to rip her offANY of the above mentioned options cost money
Missing Items: The customer immediately assumes that her items were stolenMy Chicago Moving has ZERO tolerance for theftWe never have and never will condone stealing for any reasonAs the customer states we have absolutely no interest in risking our reputation over such itemsAs a matter of fact, even the most expensive items would not be worth the riskWe 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 whatsoeverThere are many other options which could have happened to the customer's items besides theftWe have looked in the warehouse and in the trucksWe have not located the customer's itemsHowever, 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 poorlyI 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 mistakeI packed certain kitchen items together because they were my most cherished and valued thingsI would love an explanation as to how a Chicago based company could mysteriously loose a box of Chicago Bears kitchen equipmentI would also like an explanation as to why I had another person's soiled linen inside one of my boxesPlease be advised the customer service area was made aware of this the very next day and received pictures via emailClearly my things were sifted through not to mention it sat in a warehouse for plus days
I can't fight the redelivery fee as those are deceptive practices that your company chooses to followUnfortunately some of your drivers are not being honest about the facts behind deliveries and impromptu drop offsI have accepted the redelivery fee and the fact that I will never see my things againI would LOVE an explanation as to why ***Vanlines delivered my things instead of the All Around Van linesThe driver stated that they are not a part of all around van lines and were hired to redeliver my thingsI never approved or was made aware of my things being given to another moving company or affiliateThis may have also contributed to my things mysteriously disappearingI have filed a claim with the insurance company which seems like is a lost cause as wellI have learned my lesson with using shabby moving companiesI'm a consumer who will not take this issue lying down ....I will hold this company liable and follow this until justice is servedMy 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 *** Van lines is located in Addison Texas and completely separate from All Around VanlinesWHY DID THEY HAVE MY THINGS?
*** Supervisor is ***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 horizontallyWe do this so to efficiently utilize all the space and not cause the customer too much additional volume in the truckWhen you must spread items horizontally the shipment uses additional volume in the truck and costs the customer additional moneyHowever, when placing these boxes we do not know how each customer packs their boxesIF 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 itemsWhen 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 floorIn addition, if the customer would also then picture the situation such as thisOne 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 abilityThe 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 fellThey try to repack the items and tape the box to hold the itemsYes, 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 itemsIt would literally be impossible to guess that box # is full of Chicago Bears kitchen items when there are (plus) boxes beside each other
Warehouse: Consolidation of shipments is part of movingYou do not purchase a move renting a truck to move only your itemsIn 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 truckMaybe 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 thoseThis is common whether it is using their own trucks/employees or an "interlining carrier" (*** Van Lines)
Authorization: The law allows carriers to utilize the services of another carrier if the need beThis 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 liabilityThis is not an insurance claim, but a claim based on valuationMovers do not have to carry insurance on other people's itemsThey 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 eitherAny insurance would have to be purchased by the customer before the move through a moving insurance agentFederal Law requires that movers offer a level of liability called valuation coverage and the customer selects their valuation coverage the day of the moveEvery mover must offer options for valuation: Full Replacement Liability Valuation Protection (FVP) is the 1stFVP is very expensive but will replace or repair the items if they are proven through the claims process to be the carrier's liabilityThe mover pays this from their pocketThe other choice is Released Liability Valuation Coverage of $per pound per articleThis is offered free of charge and is the most popular choice of customers just to keep the price of the move downHowever, 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 $per poundThere is no requirement to compensate beyond the $per pound per articleAgain, no matter what, we are ultimately the responsible party for paymentCSI analyzes the claims on our behalf - showing us proof that we are responsible for any claimed items on the customer's claimThen the monetary compensation is determined by the valuation choice the customer signed for the day of the moveThey then advise us of our legal liability to the customer based on the evidence and the customer's valuation choiceWE are responsible for providing payment to our customers from our pocket, not an insurance checkSO, to say we are not taking responsibility is wrongThere 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 doWe just know there are boxes with unknown contents
We hope this clarifies some of the customer's concernsWe 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 moveWe must trust our customers, as they must trust we are nothing like the customer portrayed in her complaintThe customer assumes instead of asksThis is why our response is so lengthyWe wish for the customer to understand
We regret that the customer felt the need to continue their complaint with the Revdex.comWe trust that the above explanations enable them to better understand our position on these matters

Initial Business Response /* (1000, 5, 2015/08/17) */
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
Delay at Pickup: We require that customers are
available an entire day for the arrival of the truck as its time of arrival is depending on many elements such as road, weather and mechanical conditions which are beyond our control
Unprofessional/Unresponsive: We regret that the customer felt that they sustained unprofessional behavior from our moversWe have reported the complaint to management who has addressed it directly with the people involvedWe thank you for bringing the matter to our attention as it helps our quality control department avoid such future complaints
Item Left: It is the customer's responsibility to make sure all items they require to be moved are collected by the moversWe understand that the customer has suffered some loss and damage to their goods and have referred them to our claims company to file a proper claim
Receipt: The customer was given a copy of the Bill of LadingThe Bill of Lading is the contract between the carrier and the customerIt lists the information of the shipper (customer), the breakdown of charges for the move, the dates of the move, coverage for loss or damage should any occur, and the summary of the terms & conditions applied to the move per federal regulations and the carrier's (mover's) applicable tariffThis IS the receipt
Refund: The customer was offered a settlement offer which is what our legal liability is determined to beThe customer has yet to respondIf the customer is happy with the offer they must sign the release and return it to CSIIf the customer is not satisfied they are welcome to file a disputeThe dispute process is offered to allow customers to provide additional information to support their claimThen, a Senior Adjuster will re-review the claim taking into consideration the new evidence to see if any adjustments can be madeShould the customer wish to file a dispute they can email CSI and tell them they wish to file a dispute and why at ***@CSIPros.org
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 Business Response /* (1000, 5, 2015/09/01) */
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
We 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 customer was assigned a unique claim id # of XXXXXThe customer is in the process of filing her claimFederal law allows up to days from the date she filed her claim for a determination to be madeFor further assistance with filing claim the customer may contact CSI directly at XXX-XXX-XXXX or via email at ***@CSIPros.org
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 Business Response /* (1000, 6, 2015/08/12) */
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.
Behavior: We certainly regret that the customer states...

they experienced such behavior as they described in their complaint from our employee. We have reported the matter to management and it will be addressed directly with the people involved. We 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 delivery. The customer stated 07/10/15. From that date we have up to 30 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. 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. The customer was delivered on 08/06/15 which was within our allowed timeframe.
However, if the customer is dissatisfied they may seek compensation for their complaints through the claims process. We 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 law. The customer was sent login information in order to file a claim online. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations. Once 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 law. For further assistance with filing claim the customer may contact CSI directly at XXX-XXX-XXXX or via email at [redacted]@CSIPros.org. Please 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

The customer is not listening to what is said.  We do NOT have insurance for their move.  That is wonderful that the customer purchased insurance for their move; that is who they should have filed their claim through, not [redacted].  It is illegal for the customer to file with both.  The customer must provide [redacted] with evidence that the insurance company denied her any compensation if she wishes for her claim to be processed with [redacted].  [redacted] needs a letter, an email (something) from the customer's insurance company proving they did not compensate the customer.  Until that point, the customer's claim is on hold with [redacted] and cannot be further processed.  This is LAW.  Also, [redacted] is not an insurance company. [redacted] pays NO claims.  Any compensation (if determined to be due) would come directly from [redacted] Around [redacted] (no insurance company involved) and paid from our pocket directly to the customer.

Initial Business Response /* (1000, 5, 2015/07/27) */
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.
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 only. We cannot accept the liability of assembling complex items due to the very sensitive nature of doing so.
Hired Help: [redacted] 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 move. We would never approve any of our drivers hiring anyone off of [redacted]. All of our extended employees are adequately trained and are required to perform a rigorous background check. We 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 employees. We have reported the customer's complaints to administration who have addressed this personally with the people involved. We 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 items. We would like to encourage them to file a claim for these items, as well as the above mentioned complaints. We 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 [redacted] and instructed them to open a claim file for the customer so they may file a proper claim as the law requires. [redacted] 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 [redacted]. Login information was emailed to the customer on 07/21/15 to allow the customer to log into their claim file and file their claim. Up to date no claim has been received. The 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 allows. Should the customer have questions about the claims process they can contact [redacted] directly at [redacted] Monday through Friday 9 am to Noon & 1 pm to 5 pm (EST) or they may email their questions or concerns to Info@[redacted]Pros.org .
We regret that the customer felt the need to file a complaint with the Revdex.com. We 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 organization. THEY 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 employees. The driver and one criminal employee were expected to unload a 30 foot trailer, loaded top to bottom with furniture.
90% of the boxes were crushed. This 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.com. No claim would have been granted without the intervention of the Revdex.com. Thank you Revdex.com, a thousand times over.
The company obviously cuts corners with personnel, training and customer service. They have no idea OR DO NOT CARE that they ruined our move and caused undue hardship.
This is what the company should have done. They should have returned our telephone calls immediately. They 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 dollar. THANKS 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 have. The driver has admitted to us that his worker stole items. The driver also advised that the truck was improperly packed. We 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 stories. We are disgusted that this type of company is allowed to prey on unknowing customers.
Admittedly we are angry, but we are also right. We could live with a crushed box or two. We could live with minor damage. We could live with poor staffing as along as they were professional. NONE OF THIS OCCURRED!!!
We continue to be upset with the poor response from this company, they add insult to injury and they do not care. I 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 PROPERTY. HOW ABOUT CALLING YOUR EMPLOYEE AND HAVING HIM LOCATE AND RETURN THE STOLEN ITEMS? NOPE, NOT GOING TO DO THAT. THEY ARE GOING TO WRITE US OFF AND MOVE ON TO THE NEXT UNSUSPECTING VICTIMS.

First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience. Revised Binding Estimate: Per federal regulations any additional items and services requested which were not...

included in the original estimate and may result in additional charges require that the movers provide a revised binding estimate which automatically cancels any previous estimates.  The customer was provided a revised binding estimate which included all requested additional services prior to the loading of their goods to which their signature attests. Underestimate: Our sales representative are trained professionals who spend relentless hours to attempt to collect the necessary information from the customers so that they can not only offer an estimate that fits the customer’s budget, but also communicate their needs to dispatch office. Dispatch will attempt to prepare the routes to accommodate all shipments and their owners’ special needs. Unfortunately, we are dependent on the information provided by the customers and their ability to best describe their shipments, schedules, geographic conditions and budgets. This requires accuracy on both parties, customers and service providers. Options: If customers DO NOT accept the new charges they have the following 3 options: 1.       Cancel the move – the customers can decide to cancel the move and no additional charges will be imposed other than to pay for the services already rendered. 2.       Keep Original Estimate – customers can decide to only ship the original items list (or the equivalent weight / space) and utilize the services originally ordered for no additional charge. 3.       Accept the Revised Estimate – customers can accept the newly revised estimate listing the additional items and services now requested and complete the move. Stairs at pick up: A Stairs charge applies when the walk up from ground floor to the residence door is more than one flight of stairs or [# OF STEPS] steps. This charge is applicable per our operating tariff and is meant to cover for the cost of the extra labor associated with having to carry the goods down the stairs resulting in excessive number of hours required to complete the delivery or pick up of goods. Delay: 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. Although we work very hard to meet our customer’s requested Pick-up and delivery dates, Sometimes it’s not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable. Lack Of communication: Our sincerest apologies for the lack of communication we are a trucking company this is our busiest time of year with handling moves for our customers at times it can become extremely busy and communication is overlooked. We will do our best to improve in this area. We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

Complaint: [redacted]
I am rejecting this response because: all claim info has been submitted to the company. Yet somehow, I still cannot get ANYONE from your company to call me back. This is ridiculous. I need the details of the company who had my items when they were delivered, the company was from Miami FL. This person did not have me sign any paperwork upon drop off that certified that I did receive any items, or where I would have been able to list the items that were missing. There is no paperwork from my delivery. I need someone from your company to contact me. [redacted]
Sincerely,
[redacted]

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. Communication: Our sincerest apologies for lack of communication we are a trucking company this or busiest time of...

year with handling moves for our customers at time it can be extremely busy and communication is overlooked. General Loss, Damage Claims: Per federal and state regulations carriers must not pay any claims voluntarily unless filed in writing within the time limits allowed by law and after filing requirements have been met. Therefore, we must refer all our customers to file a claim with our 3rd party claims company [redacted] so that it can be reviewed and addressed in a timely manner. We have contacted [redacted] and requested that initiate a claim file to allow the customer to file a claim as required by the law.  On 07/07/17 the customer was registered in their system and emailed the login credentials and information required to properly file a claim. No Compensation w/o Claim: No compensation can be offered for lost or damaged items unless a proper claim is filed in writing with [redacted]. You may contact [redacted] directly for further assistance 877-[redacted] or online at Info@[redacted].org. We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

Complaint: [redacted]
I am rejecting this response because:The "Lack of Communication" does not address one of the key issues, which wasn't listed in my original complaint. My Chicago Moving scheduled my delivery twice where no one showed up, and no one called me. That is why I panicked when no one would answer my phone calls or return my messages. I was starting to believe that my goods had been stolen. I started randomly calling numbers that I found on the internet, for businesses that were located at the same address as My Chicago Moving, and eventually got someone's cell phone number. This person then told me that my belongings would be delivered that evening. (They were, but at the time, I didn't know whether to believe them.)I recognize that summer is busy season, but the lack of communication was pretty severe here. And one other note on the posting: actually, when the movers charged me an additional $1K, I wasn't given the option to cancel the move. But really...was that an option?
Sincerely,
[redacted]

First we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have less than a satisfying experience. Delay: We have up to 21 business days from the day of pickup to deliver 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. Although we work very hard to meet our customer’s requested pick-up and delivery dates, sometimes it’s not always for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable. Disciplinary action against Employees: We regret the customer had to sustain such unacceptable behavior of our customer service. Our company policy provides for disciplinary action when such a complaint is received by a customer. The matter has been addressed by management. We thank you for bringing the matter to our attention as it helps our quality control department avoid such future complaints. Lack of communication: Our sincerest apologies for the communication issues we are a trucking company we are at the end of our busiest time of year with handling moves for our customers at times it can become extremely busy and communication is overlooked. Open Claim: Customer registered with our 3rd party claims company [redacted] on 11/14/17 customer was sent a login and password to file a claim ID [redacted] up to date no claim has been filed. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge and complaint. All the above can and must be compensated through the claims process as required by federal regulations. For Further assistance with filing a claims the customer may contact [redacted] directly for any questions or concerns about your claim at 877-[redacted]-[redacted] Mon-Fri 9AM EST or via email to info@[redacted].org please provide claim ID #[redacted] when contacting [redacted].  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

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.    Space Reservation Requirements: Sometimes customers’ items prematurely fill the space they had...

reserved before the entire inventory listed on the original estimate is loaded. The movers cannot predict how every customer’s items will be shaped, how many odd, bulky, or fragile items that each move will have. Every person’s move is different. Similar to asking your realtor to show you 3 bedroom homes, 3 bedroom homes may range in size from 750 square feet up to 2,400 square feet. However, some of the smaller homes may properly accommodate your items better than the larger homes due to their layout being more compatible with your needs. The movers cannot determine how items will fit into the truck until they are able to take a full review of the entire shipment and they will then calculate how they will stack items inside the tractor trailer. When a customer has many fragile or many odd shaped items that cannot be stacked as tall vertically, then their shipment must be spread out horizontally for safe transit and will occupy more space in the tractor trailer.   Additional Weight / Cubic Ft: Our Original Estimate lists what services are included and what services (if necessary) are provided for additional charges. The customer supplied us an inventory list consisting of ORIGINAL #79 OF ITEMS pieces to pack and ship which were estimated to take approximately 684 cubic feet of volume. At origin, the customer had an additional 79 items that she requested to ship totaling #158 items total. This is double the number that they divulged to our estimator.    Payment: It is industry practice that payment must be collected before the unloading of the goods. This is not holding their items ransom as some call it, but merely collecting for the last part of the move.  In “Your Rights and Responsibilities When You Move” which is published by the DOT it states:    “If you do not pay the transportation charges at the time of delivery, your mover has the right, under the bill of lading, to refuse to deliver your goods. The mover may place them in storage, at your expense, until the charges are paid. However, the mover must deliver your goods upon payment of 100 percent of a binding estimate, plus the cost of any additional services that you requested after the contract was executed that were not included in the estimate, and any charges for impracticable operations, not to exceed 15 percent of all other charges due at time of delivery.   Per our applicable tariff plus governing Bill of lading signed in agreement by the customer it stats: Upon Booking, a percentage of the total estimate will be collected as a deposit by [redacted] or [redacted]. The deposit will be collected by the booking agent and will be deducted from the total balance of the estimate.   ·         70% of the remaining balance is due upon pick up by money orders, cashier’s check, or cash. ·         30% of the final balance is due upon delivery by cash or postal money order only.   Per federal and state regulations: Carriers must not pay any claims voluntarily unless filed in writing within the time limits allowed by law and after filing requirements have been met. Therefore, we must refer all our customers to file a claim with our 3rd party claims company [redacted] so that it can be reviewed and addressed in a timely manner. We have contacted [redacted] and requested that initiate a claim file to allow the customer to file a claim as required by the law. On 06/23/17 the customer was registered in their system and emailed the login credentials and information required to properly file a claim.    We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

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

Initial Business Response /* (1000, 5, 2015/08/19) */
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.
Behavior of Crew at Pickup: We regret the customer had...

to sustain such unacceptable behavior of our foreman and/or crew. Our company policy provides for disciplinary action when such a complaint is received by a customer. The matter has been addressed by management directly with the people who were involved. We give mandatory drug tests for our movers before hiring and then randomly at our discretion after that; we had no inclination about any issues before. Should one fail a test, they will be immediately relieved from their position. We thank you for bringing the matter to our attention as it helps our quality control department avoid such future complaints.
Not Enough Space In Truck: The customer provided an inventory list consisting of 85 pieces to be packed and shipped which was estimated to be approximately 500 cubic feet/3500 lbs. Upon arrival to the origin the customer requested that we pack and ship 152 pieces. This is almost double the amount of items which we had planned on. Therefore, even with allowing for a 10-20% increase in space (room for error) for the original inventory we would have had enough space for the customer's shipment. However, we were not planning on the shipment almost doubling.
Increase in the price of the Move: The reason for the increase in the price is due to the increase in the inventory resulting in requiring additional services and additional volume to ship the items. In addition the customer required packing services which resulted in $180 additional.
Delay at pickup: As stated above, we were not planning on having to accommodate such an increase in volume. We had to re-route and schedule to get space available on a truck and it was after there were other moves on that day. We apologize that it was late. Although we work very hard to meet our customer's requested pick-up and delivery dates/times, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable.
No communication: We have also discussed the customer's complaint of lack of communication. We have hired an additional customer service representative available 9am CST to 4 pm CST. We regret that we did not have this assistance earlier. However, if we can assist the customer from now on please, we want them to know we are here for them.
Weight Tickets: We have provided the customers with the weight tickets for the move.
We 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 law. The customer was registered based on our instructions to do so and assigned a unique claim id # XXXXX. We recommend that the customer not file their claim until they have been delivered and have unpacked their items as Federal Law only allows one claim per move. Should they file now and then unpack a broken item in a box later, they could not add the item. We regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims process. 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, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When we first called to speak with the company about hiring them for our move, we stayed we were not acked completely yet, so the inventory would be increasing. There was no additional furniture added to that inventory list, just boxes. Also, when the crew arrived to our house that day,they did not know our contract was based on weight, they thought it was based on space. THAT is why they didn't have enough room. We were told our inventory list didn't matter because it was weight. Our inventory increasing is irrelevant. WE, the customers had to tell the crew we had a non binding weight contract and the truck was supposed to be weighed. We had to sit there for over an hour while they went to weigh the truck. That, again, had nothing to do with the inventory. Also, we have signed documents that say our packing material cost was $80, this company altered the signed document by adding a '1' in front of the '80'. I have the original document to prove that. We called and left numerous voicemail with multiple people in the company for almost 2 weeks and NEVER got a call back. After they received my Revdex.com complaint, the manager finally picked up and told me he, "was about to call me back". This companys lack of people in the customer service department had NOTHING to do with manager not calling me after I left multiple voice mails on his voice mail over almost 2 weeks time. Their lack of respect for their customers was appalling and what's even worse is that they feel I'm too ignorant to see that they altered documents I already signed. How could I have $100 extra I'm packing supplies AFTER my truck was already packed and my things taken away? They are liars and minipulators. We called and requested a re-weigh of our things once the driver called to say they'd be here the next morning. No answer from them as usual so we left a voicemail and sent an email explaining our request and the urgancy for a response since our truck would be arriving. No one called us until later the next afternoon. We told them the truck has already left, we explained our displeasure and we were cut off by the person on the phone and they said, well, looks like you got everything from us. We will bill you whats owed. Bye.
We havent heard from them again. There are so many complaints I have with this company, but right now, I can say that I do not accept this response because thet have not been truthful.
Final Business Response /* (4000, 9, 2015/08/28) */
As explained before, the customer had a BINDING estimate which does NOT require it be based upon the weight tickets. It was now a non-binding estimate as they suggest. Further, we explained how the movers convert weight to cu ft and vice versa. If it looked to take additional volume in the truck then they estimated the dimensions and converted to weight.
The customer can address their complaints about lack of communication, and the charges for the move. CSI is a 3rd party company who will request documents from both the customer and the carrier. If there are discrepancies they will find them during their investigation. Should there actually be any overcharge CSI will advise us and we will refund the customer directly. Again, we want our customers satisfied and never to feel like they were treated poorly. We initiated the claim file for the customer and they were assigned a unique claim id # XXXXX. Once the customers file their claim federal law allows up to 120 days from that date for us to have a determination for the customers.
We regret that the customer felt the need to continue their complaint. We trust that the above explanation enables them to better understand our position on these matters.

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.  There is not “insurance” as the customer states.  We offer 2 levels of liability...

c[redacted]ed
valuation coverage (as required by the law).  The customer selects their coverage the day of the move.  We have contacted [redacted] our claims service
provider to initiate a claim file for the customer and [redacted]ow them to file a
proper claim as required by Federal Regulations.  The customer was sent login [redacted]rmation on 09/22/15
in order to file a claim online and up to date no claim has been received.  The customer never sent any [redacted]rmation nor
did they ever file a claim.  We had [redacted]
register the customer and they sent her login [redacted]rmation to login and file her
claim.  As of today 12/09/15 [redacted] states
the customer has not logged in to file her claim nor has she sent them pictures.  If the customer wishes to receive
compensation for any loss or damage she MUST log into her claim and then
proceed with filing her claim properly so it meets Federal Regulations /
Requirements.  For further assistance
with filing claims the customer may contact [redacted] directly at [redacted] or via
email at [redacted]Pros.org.  Please provide Claim ID [redacted] when contacting
[redacted].  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 Business Response /* (1000, 6, 2015/10/09) */
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.
Changes in scheduling: The moving industry is...

ever-changing. Our dispatchers do their best to plan routes ahead of time, but we cannot predict when someone scheduled on that route will have double the items that they had told our estimator (resulting in additional time and prematurely filling the tractor trailer). We also cannot predict when there will be inclement weather, a cancellation of a move, or road construction (among other reasons that can cause a delay or changes in the scheduling). This is why we provide our customers a window for both the pickup and the delivery. If a scheduled move is 2 weeks away and we commit to a certain day during that window, if the move scheduled prior to this one is delayed, customers also get upset about how they took time off work, or they had someone present on their behalf and we could not make it; but unfortunately it is not due to any fault of our own. 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.
Behavior of Crew/Staff: We regret the customer felt they had to sustain such unacceptable behavior of our staff and/or crew. Our company policy provides for disciplinary action when such a complaint is received by a customer. The matter has been addressed by management. We thank you for bringing the matter to our attention as it helps our quality control department avoid such future complaints.
We 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 law. The customer was sent login information on 10/07/15 in order to file a claim online. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations. The customer began immediately on their claim. They were assigned a unique claim id # of [redacted]. Their claim is now in line to be reviewed 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 law.
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, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business has not really responded to me. I received an email from CSI (claims service international) asking that I submit all paper work on behalf of the Revdex.com. I did that and since then I have heard nothing from them. In the initial message from them they stated that it could take up to 120 days to resolve anything.
Final Business Response /* (4000, 10, 2015/10/14) */
The customer is correct; Federal Regulations allow up to 120 days from the date that they filed their claim. Not that it will take CSI that long to analyze the claim, but the law does allow that long. We regret that the customer is not satisfied with the services she received and we will offer her compensation based upon our legal liability through the claims process.
As stated previously, the customer's claim is now in line to be reviewed in the order it was received. When their claim gets to the front of the line and is ready for review the adjuster will contact the customer if they need anything. The customer can check her online any time. If the customer has questions about her claim she may contact CSI directly at [redacted]. We ask that the customer please be patient during this time.
We regret that the customer felt the need to continue their complaint with the Revdex.com. We trust that the above explanation enables them to better understand our position on these matters.

Complaint: [redacted]
I am rejecting this response because all correspondence and verbal communication I had with their representatives stated 15 business days not 21.  I will forward a copy of the delivery email separately since I don't know how to attach using my phone.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/21) */
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.
Increase In Price:
Collection of...

Monies/Methods of Payment Accepted: On the original estimate, the revised estimate, the bill of lading (front and back) all advise the customers about what methods of payment are accepted and when the payments are collected. It specifically states that payment in full is due at the delivery before the unloading of the truck. It clarifies that we only accept cash or postal money order.
Behavior of Crew: We regret the customer had to sustain such unacceptable behavior of our foreman and/or crew. Our company policy provides for disciplinary action when such a complaint is received by a customer. The matter has been addressed by management. We thank you for bringing the matter to our attention as it helps our quality control department avoid such future complaints.
Loss/Damage: While the customers state they are missing items they must consider that there are many other probable options which most likely happened to their items, instead of immediately assuming that they are a victim of theft. Our movers do not know what the contents of the boxes are unless they are the ones who pack them. Our movers would not know which box has expensive or valuable items in it just from seeing it stacked inside the tractor trailer with hundreds of boxes accompanying it.
Delivery: 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.
Claim: We 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 law. The customer was sent login information on 09/16/15 in order to file a claim online and up to date no claim has been received. Per Federal Regulations we must NOT voluntarily pay any claims unless filed in writing per the filing requirements and within the time limit allowed by law. Once 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 law. For further assistance with filing claim the customer may contact CSI directly at
[redacted] or via email at [redacted]@CSIPros.org. Please provide Claim ID [redacted] 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.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have made 17 attempts to contact the owner/manager of this company with NO response via email and phone calls. The company (at time of delivery) had determined with us that we were the victims of theft and they PROMISED to make this right. They absolutely knew by delivering empty boxes with original manufacturers boxes that the items were stolen. The items were several hundred dollars however they were not heavy. Their insurance company claims to pay .59 cents pound--for a 25 pound item they give you $14. This item new was over $400 and it was stolen from us along with other boxes. This company has been horrible to deal with, the employee that told us this would be taken care of was fired, the 2nd employee that promised us a check and some resolve was also let go, now the 3rd employee printed out 6 of my emails and promised to give it to the owner to respond--she gave to him, he ignored this problem once again. NO--we have been through HELL with your company--we will not accept $30 as payment from your insurance company when we were lied to, stolen from, treated horribly, & nobody ever replaced the stolen items. We were also misquoted and our items were held for hostage--we were quoted $6300 for services and paid $7600 AND about $690 worth of items were stolen from us. This company needs to step up and compensate us for putting us through this & make this right. We have seen how they operate, this has been going on for 13 months. We are considering our legal options right now.
Final Business Response /* (4000, 11, 2015/10/07) */
Increase: When creating an estimate we are completely dependent upon the customer to supply complete and accurate information about their inventory list and about the services they will require in order to have a successful move. The customer supplied our estimator with an inventory list consisting of 113 pieces to pack and ship which was estimated to weigh about 9,358 lbs or 1,337 cu ft. Upon arrival to the origin the movers saw that the customer's shipment was larger than anticipated. However, 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. At that point, the movers will cease from loading and will issue a revised estimate to include the additional items now required to be moved. At this point the customer has 3 choices:
1) They can tell the movers to stop loading. The customer can then be responsible for the transport/shipping of any items which cause the price to increase.
2) The customer can tell the movers to continue and pack and ship everything and they will be responsible for paying the additional charges. This option requires the customer to sign the Revised Estimate attesting they are in complete agreement that they are instructing the movers to proceed and they agree to the price for the additional items/services.
3) The customer can forfeit their deposit, cancel the move, and ask the movers to unload the truck and transport nothing. The customer would then only be responsible for the applicable fees endured for the dispatch of the crew, the fuel, etc.
The customer chose to instruct the movers to continue to pack and load their items along with the original items. They agreed to pay the additional applicable charges for the overage and the required services. The customer signed the Revised Estimate that this was the case.
Ultimately, the customer had 200 pieces that they had the movers pack and ship. This means the customer had an additional 87 pieces that were not advised to the estimator. There was about 63 cu ft. additional for the 87 pieces (or approx. 441 lbs.). This means that the estimator did an amazing job at quoting the customer based on the information they gave them. They overestimated to try to avoid any additional charges.
Estimated Actual
9358 lbs. @ $0.59 per lb. = $5521.22 9799 lbs. @ $0.59 per lb. = $5781.41
Partial Packing @ $0.06 per lb. = $561.48 Partial Packing = $561.48
Packing Materials = $120 Packing Materials = $120
n/a N/A - Extra Packing + Materials for the overage = $97.50
Military Discount = $42.71 Military Discount = $42.71
Bike Handling = $250 Bike Handling = $250
Estimated Total $6410.00 Actual Total = $6767.60
As described above, the customer is the one responsible for the changes in the price. It is not due to underquoting or an inadequate estimator.
The last charge could have been avoided as well if the customer would have provided us the info that the tractor trailer would not safely access the destination. However, sometimes that is just unknown until the driver sees what he has to work with. If the driver is not comfortable with navigating the tractor trailer into a specific location they have the right to refuse to risk the safety of the customers/crew/truck, the items they are shipping, and the safety of all that are surrounding them. This fee for the shuttle at the destination was $362.
All-in-all, the customer's quote increased for 87 additional pieces $260.19, an additional $97.50 in packing and materials for the additional items, and a shuttle $362.00 which we did not know about prior to the arrival to the destination. The increase cannot, in any way can be blamed on our company.
Hostage: The customer's items were not held hostage. The customer was asked what the date will be the first available date they will be ready for delivery. The customer stated 08/15/14. 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.
Not Insurance: CSI is not an insurance company, but they are a 3rd party claims' company who we hire to analyze claims for our customers on our behalf based on the law, the shipping documents, and the evidence provided the customer. Any payment would come directly from our company to the customer if it is determined through the claims' process to be due. If the customer wanted insurance on their items they were advised they would need to obtain that insurance on their items before the move.
Resolution: Our company has reached out to the customer many times to try to resolve their complaints directly, then to try to resolve the complaints through filing a claim with CSI, but the customer has repeatedly refused (as they verify in their response) to take part in any actions to reach an amicable resolution.
Theft: As stated previously, we do not know who has what items packed in each box. Our crews see hundreds of boxes daily. People use such a variety of different boxes and containers to move items (5 gallon buckets, banana boxes, etc.). The crew cannot know to pick out only the boxes which include the (what they may guess to be) valuable items. Unless our crew packed them, they won't know the contents. Further, as stated in the initial response, we do NOT condone theft of any type at All Around Van Lines. There is not a material item valuable enough to risk our business for. Most of our employees have families which depend upon our company to stay in business. There is not any item(s) valuable enough to even allow theft to cross our minds! It could never be worth the repercussions of doing so. We do not and will not ever engage in any illegal activity to risk our livelihood and what we hope to pass on to our children, and then to theirs, etc.
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.

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.   The customer was asked what the date will be the first available date they will be ready for...

delivery.  From that date, we have up to 21 business days to attempt the delivery of the shipment. We aim to deliver the customers’ shipments within a much shorter amount of time, but sometimes it is not always an option which makes the logistics of the moving industry complicated and unpredictable. 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.   Further, we do compensate a predetermined amount per day for every day we are legitimately delayed.  We have contacted [redacted] our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by law.  The customer was sent login [redacted]rmation in order to file a claim online and up to date no claim has been received.  The claim login [redacted]rmation sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint.  All the above can and must be compensated through the claims process as required by federal regulations. Once 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 law.    For further assistance with filing claims the customer may contact [redacted] directly at [redacted] or via email at [redacted].org.  Please provide Claim ID [redacted] when contacting [redacted].