New York Van Lines

Review: On Tuesday December [redacted] my things were trucked from NY to Ga with the promise that delivery would be Thursday. He was paid given $1200 with balance to be paid upon delivery. On Wed. I was told that the delivery was going to be delayed as they needed to pick up other load as my things were not enough for his large truck which would make a stop in Alabama. Since he could not give me a definite time for delivery on Thursday or Friday, I told him that I suggested delivery on Tuesday 12/** since I would be in Ga. On Monday 12/** I got a call from stating that the truck carrying my things caught on fire while in Alabama.

On Tuesday morning the truck arrived at my home. The truck had severe fire damage extending throughout the truck and ceiling and all the boxes in which our things were packed were either burnt, or water damaged. The television was burnt beyond recognition, a brown leather ottoman was drenched throughout with water and burnt in some areas, some boxes were never taken off the truck because they were totally or partially burnt or drenched with water.

I was told that they were unsure of what cause the fire and there was no police report #. The 3 men on the truck all gave conflicting stories about who was driving versus sleeping etc.

The drivers gave me a receipt indicating that they delivered my goods but that most were damaged by fire, smoke or water. I contacted the New York Van Lines office and the young lady with whom I needed to speak with regarding insurance claims. When I inquired about my inventory sheet which he never gave me, I was told that they would send it to me ASAP and that they were going to refund me the entire down payment plus file the insurance claim.

After a week of subsequently trying to get the inventory list and form to file for insurance claim it was eventually faxed over around 1/*/15. They requested that I sign and fax it back. Upon reviewing the form it had a list of the boxes that were picked up from my house and my payment made. They signed acknowledging picking the boxes however my signature and initials were required in several places. I signed the acknowledgement that they picked up the 60+ boxes and my down payment but I refused to sign that all my items were received in good condition as they were not. I also refused to initial being aware of the $0.60c per lb reimbursement, unless I had additional insurance that would have cost me I was later told $500, as this was never told to me and I was never provided with an inventory form at time of pick up or given the opportunity to accept or refuse the additional insurance.. No one from that company read or explained my rights pertaining to loss / damage & I indicated same on the form. I returned the form via fax on 1/*/15. They acknowledged receiving my form and after a few wks when I kept inquiring about reimbursement for my lost NY Van Lines refused to speak with me stating that I did not complete the form as they requested. They directed me to call the company who passed on the job to them. I have left messages but no response and I have not been contacted by the insurance company because no claim was made on my behalf and I was never reimbursed the deposit as told. I have ~ $28000 of fire, water and smoke damagesDesired Settlement: I would like to compensated for the damage and loss of my items

Consumer

Response:

At this time, I have not been contacted by New York Van Lines regarding complaint ID [redacted].Sincerely,[redacted]

Review: I received an estimate from the moving company NY Van Lines for $360.00 to move my furniture on August **, 2013 to my new home in Cortlandt Manor NY. When the movers arrived the foreman was very rude and intimidating. He harassed me about increasing the price of the move. He asked me to borrow money from someone so I could pay $790.00 for the move. I started crying and was scared through the whole moving process. The workers complained about everything. The movers broke a $300.00 desk. Throughout the whole moving time the Foreman followed me around with the invoice and kept increasing the price. He wanted to rush my move because he said there was another job he had to go to. The company did not move all my belongings and I had to go back for the next 2 days following the move to get the rest of my belongings that the movers refused to take. The foreman harassed me into giving him $400 in cash and then told me to write a check for $382.00. I am a single female and feel like I was taken advantage of because I was alone during the moving process.Desired Settlement: I hope to only be charged for the estimate I was quoted.

Business

Response:

In response to the Complaint ID # [redacted] Foreman made customer aware that time will

increase because of the amount of items she had. Customer was billed hourly so she was

charged hourly. Our office is requesting that this case is considered resolved.

Review: I have multiple complaints.

1 they gave me an estimate of 1500 dollars to move me, they changed that to 4032.62 after half my belongings were packed

2 they did not have enough room on truck for my belongings on moving day

3 they promised to send a truck right away (after midnight)

4 no truck came for 2 days....causing problems with my move my job and new tenants of old house

5 they promised 5-10 days for delivery (i packed as such)

6 28 day later after much hassle and getting move rescue advice and filing complaints my belongings arrived

7 everything of importance is damaged broken

8 items were left off inventory

9 they never gave me an estimate for insurance

10 they never informed me of my rights got the info from move rescue after the fact

11 they are not calling me back in regards to damage and claim

12 they have a customer service rep whose name is [redacted], she was unprofessional, unhelpfull and dishonest with meDesired Settlement: an apology to start. this business should be shut down or investigated. There are numerous complains on line about them, wish I had read them first! I want to be compensated for my losses. I also want to be compensated for the bill increase from the original 1500 price to the final price of 4036.62. it most certainly was not worth the money. I would have been better off moving with nothing and buying new things when I got here with the money I spent on the move!

Business

Response:

The customer never called us to resolve this matter. I am waiting for the proof of pictures from the customer so I can send her information to the claims department. To resolve this matter.

Review: Was given an estimate n told that on p/u of items would be confirmed. Persons p/u my stuff confirmed my square footage of 300 n that my stuff would be delivered at destination in Ny within 3-5 days. All of a sudden things get list, pick up person didn't turn in inventory n contract n person delivering in Ny is claiming double the footage. I need a clear explanation of how my stuff increased in ny n according to the company I should pay more money. Customer service has transferred my call all over the place n operations [redacted] said stuff would be delivered n never mentioned price change n now they want to rob my stuff until I pay. They should abide by a contract they have w/me m not make up stories. I HIRED THEM BECAUSE I WAS TOLD MY STUFF WOULD BE DELIVERED EITHIN A WEEK. I AM [redacted] (HIGH RISK DUE TO MY HEALTH) ON FLOOR. Company reguses tp tell me who is claiming now measurements have increased n why, how?Desired Settlement: Deliver my stuff according to the contract I signed. I agree to pay the 474.02 I was told to pay upon delivery but not a penny more.

Business

Response:

From : The Desk Of New York Van Lines ( Complain # [redacted] )

In reference to the complain # Listed above

The increase in price is due to the amount of space taken up on the truck by her belongings

Which the client is aware of,

I had contacted the owner who is out of the country on business, and it was agreed that a payment plan

should be

Offered to her once she makes a payment towards her balance upon delivery ( amount was discussed)

Of which she agreed to

,

After receiving this complain ,the company has decided its in the best interest of everyone including the client

That a total resolution be made, by having the client pays her balance in full and gets her delivery.

New York Van Lines

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I received a call from [redacted] on tuesday afternoon about 430pm telling me that they were not working out a payment plan with me anymore because I had made a complaint to the Revdex.com. I told [redacted] to please have my stuff delivered that I had the $848. they were now charging me. She told me that it ws too late and to call tomorrow.

I called again on Wednesday, 8/** AT 10AM and spoke to [redacted] and [redacted] and the [redacted] refuse to speak to me and was told by the customer service representative that my stuff would be delivered later that day on wednesday. I then received a call from [redacted]-Ny van lines to say they couldn't reach driver and that to call on thursday.

I called this morning 8/** several times (7) when I finally was able to speak to [redacted] and she said my stuff would be delivered today and as I was speaking to her she said "oh I just received a call from the delivery man stating that the starter on his truck broke and that must be fixed and I do to know when your stuff will be delivered."

I have been dealing with this issue since 7/**. I have been tossed around just getting different stories and the issue of the truck being broken has been given already ,multiple times. I am sure that a big company like Ny van lines has more than one delivery truck.

I HAVE DONE ALL I CAN TO COMPLY TO THERE REQUEST. I RETURNED MY BABIES CRIB BACK TO GET THE REST OF THE MONEY THEY ARE CHARGING ME. I CANNOT CONTINUE TO SLEEP ON THE FLOOR. I AM ALMOST [redacted]. I NEED MY FURNISHER AND BELOGINGS.

PLEASE LET ME KNOW WHAT ELSE I CAN DO BECAUSE I WAS EVEN INFORMED BY THERE STUFF THAT IF I WENT TO THEIR OFFICE THAT THEY WOULD CALL THE POLICE. I AM TIRED OF ALL THEIR NONSENSE.

Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

TO: Whom IT May Concern

Complaint Resolution Department

Complaint # [redacted]

Just to inform you that the client with the following ID # [redacted] delivery was done more than ten days ago,

Thank You

[redacted]

Customer Care Department

New York Van Lines

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is partially resolved. My stuff was delivered but very damaged and im waiting for their claim forms after more than 10 days.

Sincerely,

Review: this is a follow up add on to complaint filed on December **,2014 complaint #[redacted] Furniture was p/u on dec **,2014 we relocated to Florida on December**,2014 we made several calls to new York an lines inquiring when our furniture would be delivered. We were told when there was room on a truck. After about three weeks of this a person in office told us that even if there was room on truck(which they admitted there was)they would make us wait the two months because we had put in a complaint with the Revdex.com. Because Of this we had to go out and purchase pots and pans, on Feb ** we received call that our furniture would be delivered on sat Feb **.The company had hired an independent mover to make delivery. This delivery was made on a Ryder truck not a moving van that it was suppose to be delivered on. After we received delivery it was discovered that we were missing king mattress and that our select comfort mattress was torn and a very sentimental child rocking chair. There was a marble table that was broken. also several pictures and big screen TV not working properly most like from bouncing around on truck We have made several calls but to no avail. they did call once when we were unable to get call which I returned call and left message to call us back which never happened. On side note When we went it our bedroom after delivery was made we discovered some one elses bed frame in our bedroom which we notified mover as he was leavingDesired Settlement: replacement mattress (rocking chair can not be replaced belong to a child my wife was caring since birth passed away @age 5 marble table may be able to repair cost to repair. Cost to repair TV

Consumer

Response:

At this time, I have not been contacted by new york van lines regarding complaint ID [redacted].Sincerely,[redacted]

Review: We are moving to [redacted] hire this company to move us was set up for dec** my wife called to confirm on dec ** 2014 she was told by women [redacted] that it was all set and not to worry would be open on [redacted] dec ** we have tried calling only to get answering machine. Now we are suppose to be out of house today have furniture and boxes with no place to go driving to [redacted] with hotel res. I have to cancel have no place to stay til I can find another moverDesired Settlement: Restitution of money for hotel and expenses till we can get mover

Consumer

Response:

At this time, I have not been contacted by New York Van Lines regarding complaint ID [redacted].Sincerely,[redacted]

Review: The NY Van Lines website states "Before your next move, consider the safety and security that a professional company like New York Van Lines has to offer. Your needs are important to us and your satisfaction is guaranteed." I am disputing the quality of service and service is NOT guaranteed! They do not care. I sent pictures describing the delivery of my personal belongings to the company. It shows my stuff in crushed boxes and totally not at all neatly packed, as I would expect a professional moving company to have done for a customer. There were certainly not in this condition in Manchester, and no one would document/take pictures of boxes before they were loaded onto a truck. You just make a large presumption that the moving company will take care of your stuff. Suffice to say that my desk was delivered in about 5 pieces, broken, which totally not the way it was packed by [redacted] when he came to my house. It was noted that my desk is a particle board desk, so I understand they may be a few chips/scratches which would be expected. But to have a my desk delivered to me in 5 or more broken pieces, as some pics in the attachment goes WAY beyond carelessness. In speaking with your driver, he explains that it appears my stuff was not properly loaded, but the warehouse claims this is what he received, which I balk at. Any customer would balk that they would intentionally self-pack for a long distance move using crushed and ripped boxes. Common Sense and Logic here!!!! What company would intentionally put on a desk broken in pieces to be delivered to a customer?? At least, I would have expected a moving company to notify the customer of the damage prior to it being delivered! The pictures clearly shows that my stuff does not appear to be properly loaded into the truck, more like things were haphazardly strewn in the back of the truck. I strongly object to anyone stating that this is the state of the boxes from that were picked up in Manchester NH. The other very important thing to note in the first picture is the very large rectangular cardboard box in the top center of the picture. This is my brand new 60” television screen, which was in perfect working order and now cracked. Where is the professional and the care/concern for your customer’s personal belongings?? I do agree items may shift during a long haul drive, but if it was properly and safely loaded on the truck, I see NO reason why my boxes would have been crushed and damage. Another very slip up was the accidently failure to deliver my 2001 Honda Shadow, color maroon, which I specifically spoke to [redacted] about moving, did not even make it on the inventory sheet, and did not make it onto the truck. Again, a phone call to the customer to clarify the oversight that [redacted] had done (it was last thing on the truck in Manchester) could have resolved this confusion. I have documented on the delivery papers that the motorcycle is missing, I have 2 boxes (36 and 37, or maybe 37/38 were not on the truck. What is going on here with the company and its sense of pride? There has to be a way to do what is right for a customer. Sure things happen in moves, which I understand, but again, with stuff properly loaded and stacked, it is NY Van Lines responsibility to protect the customer’s belongs, and it does not appear this occurred. How can you disagree with this? If this was your personal stuff, would you accept it like this condition? I had a bubble wrapped 4ft vase (2 inches thick of ceramic), with padding in the corners of a lamp box (the correct appropriate size) to prevent jarring. I did my due diligence to ensure it was packed correctly, and yet it arrive broken. What jostling and truck vibrations would break 2inch think ceramic vase? I will let you take a look at the pictures and I will call you in the afternoon (maybe 2 or 3pm) so you can talk with whatever group that can assist. I paid $1100 via credit card and the balance by check. I hope we can work together to reach a mutually acceptable agreement, without coming back to me, stating that damage was my fault. I followed best practice moving guidelines and bubble wrapped my TV and then bought a specific product to handle oversized packaging. It was not loosely packed nor was there any room in my packaging to allow for the TV to move around in. It was a tight fit.Desired Settlement: I am respectfully requesting compensation beyond just a claim be filed. This is wanton negligence for a paying customer’s belongings, and I am truly am expecting replacement value for the TV. Yes, it was packed by me, but understand that even if this was professionally packed by NY Van Line, it still would have arrived in the same physical position, leaning and slanted on the webbing, and probably still cracked. More to the point, when I spoke with [redacted], she explained that if the team lead ([redacted]) did not feel my stuff was packed correctly/safely, he could offer to repack stuff, in order to reduce damage to my items. So the fact that [redacted] appears to have felt that TV was packed correctly and safely must have satisfied him. From a customer service and maintaining good company reputation, I am asking for a $500 credit compensate me for a replacement TV. If you take everything together, the lack of communication about my delivery, the unprofessional and uncaring transfer of my personal belongings, and the good name/reputation of the company, I think it only is fair and reasonable. It was not damaged in the transportation of from Manchester to NYC, or from NYC to Florida. It was specifically damaged when in NYC due to blatant repacking/reloading of someone from the warehouse team.

Business

Response:

Consumer Info:

Daytime phone; [redacted]

E-mail- [redacted]

Dear [redacted],

Customer parked motorcycle bike on his own well being. New York Van Lines did not contribute. In rules and regulation of the contract it plainly states P.B.O. “Carrier is not responsible for damages incurred during move on boxes/ bins packed by Owner. Additional insurance can be purchased prior to your move from the insurer of your choice, or some instances covered by your home-owner’s insurance” stated in contract rules and regulation. Also customer picked up his motorcycle. As for TV customer is responsible for any items he/she pack on their own time. We will not be refunding any money. We are not responsible. Thank you!

Business

Response:

In response to complaint ID # [redacted] Anthem Claims

###-###-####

is the information required to file a claim. Our office offers you our most sincerest apologies for all the inconvenience. Our office is requesting this case closed in our office.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

NY Van lines, please review my initial complaint and outcome, as I have posted below.

My issues NOT about the claim, so let's move on with that part. I have 1 year to file the claim. My issue is specifically working out the customer sat issue. I understand that apologies were made, but customer satisfaction has not been addressed. We keep going around and around on this subject. I have asked that I speak with the owner (not the manager) regarding this issue, but no one has contacted me.

I just checked another view site and look what I just found:

I HAVE JUST FOUND OUT THAT THE MANAGER [redacted] IS REALLY THE OWNER [redacted]... AND THAT [redacted] IS MARRIED TO OWNER .... HER NAME IS [redacted]. ITS A SMALL OFFICE EVERYONE IS AROUND EVERYONE WITH CALLER ID'S. SO YES THEY WOULD IGNORE YOUR CALLS IF THEY ARE HIDING SOMETHING.

So where I see that "[redacted]" was reprimanded because of her customer service skills, how am I expected to NOT believe that perception is reality.

I am respectfully requesting compensation beyond just a claim be filed. This is wanton negligence for a paying customer’s belongings, and I am truly am expecting replacement value for the TV. Yes, it was packed by me, but understand that even if this was professionally packed by NY Van Line, it still would have arrived in the same physical position, leaning and slanted on the webbing, and probably still cracked. More to the point, when I spoke with [redacted], she explained that if the team lead ([redacted]) did not feel my stuff was packed correctly/safely, he could offer to repack stuff, in order to reduce damage to my items. From a customer service and maintaining good company reputation, I am asking for a $500 credit compensate me for a replacement TV. If you take everything together, the lack of communication about my delivery, the unprofessional and uncaring transfer of my personal belongings, and the good name/reputation of the company, I think it only is fair and reasonable. It was not damaged in the transportation of from Manchester to NYC, or from NYC to Florida. It was specifically damaged when in NYC due to blatant repacking/reloading of someone from the warehouse team.

I will not be closing this complaint until such time as my claim is completed, as well as there is some official response to the following info that is STILL on the company website:

"New York Van Lines has been handling the needs of families and businesses like yours for many years and has gained an excellent reputation. Before your next move, consider the safety and security that a professional company like New York Van Lines has to offer. Your needs are important to us and your satisfaction is guaranteed."

I am still waiting for someone to talk with me about this satisfaction guaranteed portion, because my satisfaction has not been properly addressed by this company.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: On 3/**/2014 I went into an agreement with New York Van Lines to move my items to Orlando Florida. They came to former resident [redacted] and they picked up my items . Upon their arrival I made a deposit of $500 on 3/**/2014 .Prior to the arrival of NYVL I secured my all of my items with both bubble wrap and duck tape in efforts to minimize the risk of theft and damages. I had a maximum of 10 tubs and some furniture and some electrical items. I addressed my issues to the delivery guys and they reassured me that they were professional company and reassured me that my items were in good hands ,and it will take just a matter of a few days to arrive in Orlando based on the fact that they had a truck leaving in a day or two.They also assured me that this is something that they do regularly and I have nothing to be concerned about . On 4/*/21 I then moved from New York to Orlando. After the first week of arriving I was concerned because no one has contacted me about my items after all I was told that the items would have been shipped within a few days . I then proceeded to call [redacted]'s personal phone about the matter and couldn't get in contact with him. So I called the office directly and addressed my concerns . I was then told that I items were still in NYC and there is no estimated time of arrival to Orlando. The lady that I spoke to was very rude and disrespectful. She made me feel as if I was rded or didn't know what I was speaking about . During my time here in Orlando I had no option but to purchase personal items because my family and I had nothing but a few pieces of clothing with us and our stuff was stuck back in NYC. I kept calling both [redacted]'s cell phone and office on a daily basis for approximately 20 days without a resolution. Finally on 4/**/2014 some of my items arrived . Upon arrival it was clearly noticeable that my items were tampered with , so then asked the delivery guys as to what transpired with my items and they could not give an account as to what happened . They mentioned that they are just the drivers and had nothing to do with that . Also upon delivery the delivery guys dropped and damaged my one of my dressers. I knew that one of my chest of draws has a crack and that was due to me trying to prep the item for delivery. That I can take account for I signed that it was damaged. However the second dresser was damaged right in front of me by the delivery guys . When I asked how are we going to rectify this issue I was told to call the office. I proceeded to give the second half of my deposit . After inspecting the tubs closely I realized that two had items missing . The tubs were present , but items were missing from the tub. After trying to sought out what was missing , I realized that my entire cologne collection value of $400 , designer true religion jeans and 2 pairs Nike tennis shoes total value of $675 were missing . Overall value totalling $1075. Fustrated and really disappointed I called the office and I kept getting the run around and no one could tell me what happened to my stuff. I then proceeded to call [redacted] and expressed my issues. At first he sounded genuinely concerned and said to me that he knows me and he must apologize and this is not the first time something like this happened. He reassured me that he will get to the bottom of it .He also said that I should call him every few days so that he could keep me updated on the issue . The first few time I called and got through to him and he mentioned that the topic is still been investigated. I tried calling him a few times after and he never answered my calls based on the fact that he kept trying to avoid my calls. At one point I called him direct from my personal phone and the messages said that "this customer is not receiving any calls at this time " on the first ring . I then tried to call him from my wifes phone and he answered immediately. I repeated the process and the same message occured for my number which leads me to believe that [redacted] blocked my number . Up to this day I still have not received my items or even have a resolution as to whats going on . Today makes 3 months.Desired Settlement: I want the cash value for my missing items and damaged furniture totaling $1200

Business

Response:

Hello [redacted],

Re: Case #[redacted] ( [redacted] )

I called [redacted] on Tuesday 8/*/2014, left him a message with my name/ Phone number

He did not return my call, I need to speak with him so that the matter can be resolved,

I also need for him to Submit/ Re submit proof of the damages he mentioned in his complaint

I will try to call him again today 8/*/2014

Thank You

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is the broken furniture that was damaged by the delivery guys .

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Although I have chosen the above primary nature of this complaint, there are several issues I will address in this complaint. I received an estimate for an out of state move (Maine to Delaware) from New York Van Lines via [redacted]. After several email exchanges with the sales representative, we spoke on the phone to finalize the contract. My biggest concern was that we receive our belongings the next day after 2:00 PM, as we could not get our keys to our home until then. The representative stated that this would not be a problem and that she would set up our move as a local move so the drivers would drive through the night, stop somewhere safe to rest, and meet us at 2:00 PM at our new home (Delaware). When the movers arrived at our home in Maine, I was displeased with the lack of professionalism (i.e. plugging in their cell phones to charge without asking, talking on their phones, even yelling and swearing at times, broke part of a chandelier and did not offer to correct the problem). During the packing, I mentioned the delivery time of 2:00 PM the next day and the foreman appeared to not be aware of this and immediately called his company. He explained to me that he had to charge me hourly until the delivery, which was not agreed upon between myself and the representative. She was aware of the 2:00 PM delivery prior to issuing the estimate. The foreman stated that the company had no knowledge of the delivery time of 2:00 PM and I would be charged additionally. Once packed, the foreman stated that he would drive to Delaware and wait for us to arrive, as I told him we may arrive before 2:00 PM and may be able to get the keys earlier. I tried to contact the representative the next morning. Left a message with no return call. I called a second time and spoke with her. She stated she had no recollection of our conversation about the 2:00 PM delivery. I forwarded her the email in which I informed her of this delivery time and never received a response. When we arrived at our home at 2:00 PM, the movers were not there. I received a phone call at 2:30 PM from the foreman stating that they would be arriving approximately 4:00 PM due to weather and traffic. They left Maine the previous day at approximately 6:30 PM. The drive was estimated at 8.5 hrs. When the movers arrived, they would not unload the truck until the bill was paid, as I was aware of. The foreman asked that the tolls be paid in cash, which I was not told ahead of time. I did not have exact change, so he negotiated partial payment and added the remainder to the contract bill. He also stated that if I tipped him well ($100) he would not charge me the additional time to unload the truck. The initial quote (less the tolls) was approximately $2,400. The final bill was more than $4,100. I asked to get a copy of the toll receipts and was told to call the office. I felt pressured by the foreman to agree to the deal offered or I would have to pay for additional hours of work. After inspecting our furniture, several items were damaged and our mattresses were dirty/muddy. They would not allow us to take time to do an inventory before leaving (without the threat of charging for the time), so we had missing items. I called customer service and no one answered. I left a message and never received a return call.Desired Settlement: I would like the original estimate honored. The 2:00 PM delivery time was agreed upon and communicated prior to the estimate being given. If it was not possible to deliver the items as requested for the price offered, the estimate should have reflected that. I would like the difference between the estimate plus tolls and my final payment refunded to me. I would also like the company to pay for replacement parts to fix the broken chandelier in our previous home.

Business

Response:

Dear [redacted]

If customer wants chandelier back can she please file a complaint to the insurance company. As for refunds we are not giving customer any money back because as stated in contract “Our minimum charge is Three (3) hours. This is also referred to as Labor Time. Any additional Labor work hours will result in additional time and charges will be added to bill of lading. We prorate in ½ hour increments.

Amount of travel time** is determine and confirmed with client.

** An additional travel time charge will be added to cover the time spent traveling from the mover's terminal to your old address and back to the terminal from your new address. For some movers, the starting time shown is the time the crew left the terminal to go to your old address and the finishing time to return to the terminal after finishing the job.

This Hourly rate covers dis-assembling and re-assembling, loading, unloading door to door service.

NOTE: If the movers did not dis-assemble your furniture they are not responsible for re-assembling it.

Tolls will have to be paid by you the Shipper”. This is an exact quote from our contract.

Consumer

Response:

At this time, I have not been contacted by New York Van Lines regarding complaint ID [redacted].

Sincerely,

Business

Response:

In response to the Complaint ID #[redacted] this move was based on an hourly rate.

Foreman made customer aware that time will increase. Customer was billed according to

timing. Customer was told to file a claim with our claims department regarding broken or

damaged items. We are not subject to any reimbursement for services not rendered.

Review: On June **, 2013 we hired New York Van Lines for our relocation move from Suffolk County, Long Island to Winter Springs, Florida. We negotiated a delivery date of July [redacted]. On the [redacted] of July our furniture never arrived & we didn't get a phone call so we called New York Van Lines who only transferred us around, hung up on us & treated us rudely. No one could give us a straight answer as to where our property is or was. We have spoken to several people: [redacted], sales person, [redacted], supervisor/manager, [redacted], Dispatcher & more recently [redacted] who informed us that our property is still in their warehouse (as of today's date 7/**/13). We have given this company to date over $600 for deposit & they changed the amount due to top it off from $983.13 to $2,015. Initially when we negotiated the contract with [redacted] it was based on pounds and not cubic feet. After the movers loaded the truck we were handed an invoice based on cubic feet. We just want honest answers and our property - ALL our personal belongings & very important papers are with this company. Please help!Desired Settlement: We need our furniture, our files, our personal belongings. We have been sleeping on an air mattress for a month. PLEASE, please, please help!!!!

Business

Response:

In response to the Complaint ID# [redacted] the items were delivered. Thois contract is closed

with our office. Our office is requesting that this case is considered resolved.

Review: I contracted this moving company to move my things from [redacted] to [redacted]. Upon receipt of my items several pieces of furniture were damaged and I was missing my black Sony flat screen TV. After contacting the office the first time speaking with [redacted] saying we would be able to get the issue resolved. I had hopes but as time went on nothing was being done. I had my boyfriend contact the company cause I thought he would be able to handle this issue you better. The first time he contacted the company was on 8/*/2013 once at 11:16am the next was at 11:22am both calls totaling 9 mins to at least get the resolution of the TV taken care of. He too spoke with [redacted] and she said that they had tried several times to get into contact with me when it was here and it never got to my house. He spoke with her again on several different days at different times for over a month. Phone records will report he called at least 8 times over the month of August to get the TV issue resolved. He had been told by [redacted] that it was taken down in a company truck and he would receive a phone call once the driver was in the area. No call was ever received after that happened he called and spoke to [redacted] again and was told they were going to Fedex the TV and to call back for a tracking number the next day. He called back and she was unable to produce the tracking number and she requested to call back again the following day. He did and still no tracking number was able to be produced. By now he expected the TV so he left it alone. A few days went by and he had called and spoke to [redacted] and she informed him that they never Fedex the TV and now her manager wants to send it down on the next truck and again the driver would call once in the area. He said ok and awaited a phone call that was never made. After speaking again with the company asking for [redacted] he discovered that [redacted] no longer works for the company and now he was speaking with a new women in her position named [redacted]. He explained the situation to [redacted] and guess what almost the same situation took place only this time the TV was finally sent. Once the TV arrived the box was damaged that the TV had came in. When open the TV was shattered and there were broken pieces of the TV in the box. My boyfriend called [redacted] to report the issue and she said there is a department that handles these types of issues. He then asked if he could take pictures of the TV and send them to someone and [redacted] said yes. He took three pictures two of the TV one and of the box the TV was sent in. He sent it to the email that was given and received no response. He called [redacted] again and asked about the issue and checked the email address which was correct but [redacted] said she did not receive and Email. So with [redacted] on the phone he resent the exact email to the exact email address and [redacted] confirmed email had been received. At this time my boyfriend requested to speak with a manager. To which [redacted] replied that the manager was not in and I asked to speak with her supervisor and she replied that, that was her manager. I requested that she leave her manager a note requesting his phone the next day and if no phone call was received he would be contacting the Revdex.com to resolve the issue and well you can figure out what happened.Desired Settlement: TV replaced and furniture fixed by a licenesed company or repalcement. Also if possible refund of services rendered for the aggrivation and the countless misleading responses to get the issues at hand resolved!

Business

Response:

In response to Complaint ID # [redacted] Customer

was notified that in response to any broken or

damaged furniture she can file a claim with our Claims

Department. We attempted three

different times to deliver and the customer was never ready

for delivery. We are not subject to

any reimbursement for any services not rendered. Our

Office is requesting that this case is

considered resolved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because

Review: We had our contents of home moved from NJ to Florida on July **, truck did not arrive until September **. I called the company at least three times a week and no one answers the phone. I left message, no return phone call. When the truck arrived, everything is damaged and I am missing 5 boxes, which contain all my clothes and suits. We had a brand new wood floor put down the week before delivery and I specifically told them to be extra careful on the floor. I walked in the bedroom to see the mover push the wood bedroom set on the floor scratching three areas. When I said something to him, he said sorry, it was an accident. I was missing my favorite piece of art, when I told him, he said everything is off the truck. I looked in the truck it was empty. Five minutes later, he came in with the artwork. He said he put it in cargo. I asked him to call his previous delivery for my missing boxes, he said call and make a complaint.Desired Settlement: I want them to pay for the installer to replace my damaged floor and reimbursement for my clothes. I will be starting a new job in Florida and have thousands of dollars in clothes and suits missing. The least they could do is try to contact previous deliveries because I want my clothes back. Also, my bedroom furniture and entertainment center was destroyed. They wrapped the blankets around the furniture, leaving the edges uncovered. I should have checked the internet before using them.

Business

Response:

This case is being taken care of with the claims department. I spoke to the customer and I explained to her the steps to file a claim. I don't know why she would contact the Revdex.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have received an email from [redacted] with attachments to file a claim. She states however that they do not cover items packed by [redacted], press wood furniture, or property damage. So basically, they try to get out of paying for anything no matter how negligent they are. I am missing five boxes and everything that arrived was damaged. Even the furniture they partially wrapped with a blanket. They charge people extra for a motorcycle, and it is not kept separate or crated. My brand new wood floors were damaged by neglect, even after being warned they were brand new. I was told sorry, he didn't mean to do it. It was not worth paying this company for the move, because my damages and losses are far more significant than what I received. And as far as saying they don't know why I contacted the Revdex.com, I was told to do so. I spoke to someone named Nadia, when I was inquiring about why my delivery was taking almost two months to arrive and asked for the [redacted] of the company. She told me she can not give out that information. I told her I was going to contact the Revdex.com and also local news problem solvers. She stated go ahead. So I have contacted both.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by New York Van Lines regarding complaint ID [redacted].

Sincerely,

Review: new york van lines gave an original quote of 990.00 to move my belongings from a two bedroom apt. from Mass. to Florida, and that the 990.00 would account for 300 square ft. of space on their truck. Their reps picked-up my belongings on July **, 2014 and I was told by "my" representative that they would be delivered on July [redacted] (which is why I hired them in the first place). Since July [redacted] I have spoken with reps named [redacted], [redacted] and most recently [redacted]. All of whom have been defensive, evasive, rude and abusive over the phone and keep giving me different reasons/excuses as to why my belongings haven't been delivered yet. On Tues. Aug. [redacted] I was promised by [redacted] that my belongings would be leaving New York on Saturday Aug. [redacted]. But that I would need to overnight a cert. check or money order payment of 500.00 (this on top of the 1,433.00 I have already paid in cash because the movers that showed up said it was not 300 sq. ft., it was 300 cubic ft.). Now it is Monday Aug. [redacted] and I was just told by [redacted] (very rudely) that my stuff is still in New York and probably won't be leaving New York until on or shortly after Aug. [redacted].Desired Settlement: I would like my belongings delivered before Aug. [redacted] and my 500.00 back. If I can not get my five hundred dollars back, I want my belongings delivered by the [redacted] with no further payment expected

Business

Response:

Hello [redacted]

As per our telephone conversation today re: [redacted] & [redacted]

Their delivery is on its way to them, The trailer left yesterday evening 8/**/14

I informed [redacted] this morning, they should be receiving their delivery later today 8/**/14

Or sometime tomorrow 8/**/14,the foreman will also be calling as soon as they get close by.

Thank You

New York Van Lines

Customer service Department

###-###-####

###-###-####

Review: My wife and I were planning to move out on NYS to NC since about the beginning of the year, we contacted and set up a move date (Aug. [redacted] 2013) with this moving company in April of 2013, and paid a deposit of 100 dollars to reserve that date (Aug [redacted] 2013) as ours. They contacted us less then 24 hours before the move date and said it couldn't be done, gave no explanation and hung up on us when we expressed our dissatisfaction. We have since written them several Emails and called several times, each time we get the same woman, she refuses to let us speak to a manager, she claims that our deposit has been returned but nothing has shown up in our banks, we may have to file a fraud complaint with our bank. The representative we had dealt with up until just yesterday has apparently left the company even though we spoke to her less then a week before this happened. Additionally, on every website I look them up on, they have a different phone number and most of them go to voice mails, the ones that don't are answered by the same rude customer service representative who eventually hangs up on us.Desired Settlement: They gave us a binding move estimate with a set date and a job number ([redacted]), the estimate was for 1023 dollars, the cancellation and horrible customer service, as well as the rude representative forced us to find another moving company on short notice, which of course added to the price. In addition to my 100 dollar deposit, I want the difference in moving cost from the new company credited to the account we paid the deposit with ($943.00) since WE did not break our moving contract, THEY did, and on such short notice they nearly left us homeless.

Business

Response:

In response to complaint ID # [redacted] As stated on our

contract customers would have to

contact us 72 hours prior to delivery date to receive a

deposit back as stated on our contract.

We are not subject to any reimbursements for services not

rendered.

Review: New York Van Lines fail to deliver the check after my claim was settled, I have been without furniture for 6 months or money to replace my things. I'm angry. All my thing's were destroyed in a fire, although I have no evidence. I lost my life on that truck. I need to be completely made whole.Desired Settlement: To be compensated for my loss as agreed upon.

Consumer

Response:

At this time, I have not been contacted by New York Van Lines regarding complaint ID [redacted].Sincerely,

Review: Many issues with this company about pricing, costumer services, pick up and delivery time, etc.Desired Settlement: In the process of my moving from NJ to FL I started looking for moving companies, [redacted] from New York Van Lines contacted me and we started emailing and talking about the process of my moving and prices, on July **, 2014 she emailed me a Binding Moving Estimated according to my inventory, as per her request, of $ 1,390.00, I asked her via email if this is gonna be my final price and she answer me YES, so I paid her with a credit card a deposit of $ 100.00 to reserve the move date which was on August **, 2014. My job # with this company is [redacted], customer rep was [redacted], her email is [redacted], some days before I called the company to confirm that I need the foreman as earlier as possible on the day of my move because after they leave with all my stuffs I have to drive to FL about 24 hours, [redacted] from this company called me on August ** to confirm that the foreman was going to be at my home between 8.00 am to 10.00 am and she wrote a note that they I had to drive after they leave my home, on August ** this [redacted] called me again to reconfirm this and I asked her if I can pay in that moment the entire amount of my estimated via phone and with credit card, because the day before I got an email from [redacted], my rep, where she tell me that if I pay via phone they don't charge me the 5% but if I pay the day of my move with the foreman they charged my this 5%, [redacted] told me that is ok to pay her in that moment and I authorized her to charge my credit card, about 10 minutes later [redacted] called back to tell me that she has to cancel this payment because as per the manager the new policy of the company says that I have to pay the day of the move. On August **, the day of the move and about the 11.00 am and seeing no body came or called I called to company and [redacted] answered me the phone telling me that she was very sorry but there was not truck to send me in that until passed the 2.00 pm, when I told her to cancel my move and asked her for my deposit she put me on hold and told me that they was going to send me a truck no more later that 12.00 pm, this guys came on around 12.30 pm and started the move process, on of this guy was on very bad condition because as per him he was drunk the night before, he vomited all my bathroom and several times as well as downstairs, later a neighbor complained me about this, [redacted] apologized about this situation and gave me a discount of $ 200.00, when this guy finished to pick up everything about at 6.00 pm they gave me a new price on a Bill of Lading and Freight Bill, this price was on the amount of $ 2,690.00, the double of my Binding Moving Estimate, when I asked the foreman about this big difference he never knew the explanation, I only added 5 more boxes, so I don't understand why this new price, when I called [redacted] she neither knew explained about this, we never came to an agreement and she told me that they have my stuffs and in order for me to have them I had to pay this entire amount. When I arrive to FL I called her again trying to resolve this situation that I think is totally unfair, because the provided me with a Binding Moving Estimate, so they are not supposed to charge me more than the amount on this estimate and in other case we needed to do another Binding Moving Estimate, but they never did. On August **, 2014 I paid the entire amount of $ 2,409.75 with credit card and via phone, this amount is the remaining balance and included the discount of $ 200.00 because the situation of that guy and 5 % charge. As of today September *, 2014 I haven't received my stuffs, I have called several times this [redacted] and she doesn't want to hear me, she doesn't give me the opportunity to speak, her voice a stronger than mine and I'm very frustrated, my house is empty , I had to buy thing that I already had like kitchen stuffs to survive because we are 3 people and we can't eat every day in restaurants, is a lot of money. The last thing [redacted] told me yesterday was that I had my move between September * to **, and this was not our agreement. Please help me I'm desperate, and I'm very afraid to lost my stuffs, my pictures, my memories.

Business

Response:

[redacted]

In response to complain #[redacted] ,New York Van Lines has been working

On getting the delivery out to the customer. I told the customer she will have a delivery by the latest

9/** as per the foreman, no one was disrespectful to her ( [redacted] )

A man came on the phone claiming to be her son, and he was very aggressive and disrespectful , considering

The only name on the contract is [redacted], and whom we should be speaking to

On behalf of New York Van Lines ,the customer will be getting her delivery

She will be informed by the fore man as they get close to her location

Thank You

[redacted]

[redacted]

[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I know I'm the only person in the contract but I used my son to help me with this [redacted] because she was not allowing me to ask for all the issues I have had with this company, her voice on the phone was always louder than mine and I gave up, this is the reason I asked my son for help, he never was disrespectful, [redacted] should understand that we are very upset about all the issues we have had with this company starting that they charged me the double of the BINDING MOVING ESTIMATE, and she should know that is she provided with this kind of Estimate this is the only price I have to pay, not the double, please refer to THE RIGHT AND RESPONSIBILITIES. When I made the contract with [redacted] I told her that I need my stuffs by September [redacted] and that I only needed the storage for 16 days, later [redacted] told me, and I have the email, that the foreman were going to load the trucks by September [redacted] because [redacted] was a holiday, and now she is telling me that by September [redacted], she has to understand that I need my stuffs ASAP, I have to work and because I don't have any thing I can't apply for a new job yet, I have to wait for the move, we are eating from restaurant every day because all my kitchen things are in the move and can't spend more money because of this delay that in out of my control. The last they I spoke to [redacted] she hanged up me the phone. I feel powerless over this situation.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

Good afternoon

Based on the customer's response New York Van Lines

Will not be issuing any more discounts or refunds at this time.

[redacted]'s delivery is enroute to her, we value her as a customer and

Will be monitoring her delivery until it gets to her destination.

A discount was already given to her in the amount of $200 as I mentioned in the previous email I sent You, her price went up because of the additional boxes and the amount of space that was taken up on the truck,she was in total agreement with everything at the time and did not ask for any additional Discount.

What she mentioned about the helper ,, New York Van Lines does not send out intoxicated worker/workers to clients home or place of business, based on what we were told by the foreman

The worker had an upset stomach, from something he might have eaten or drank the night before which caused him to vomit,he was just not feeling well, he was of no threat to the client or her belongings., these are all fabricated stories, which has nothing to do with her delivery of which she will be getting very soon.

Thank You

[redacted]

[redacted]

[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I'm not asking for discount from this company, I'm asking to follow the Rights & Responsibilities and charge me the correct amount as per the BINDING MOVING ESTIMATE.

The company sent me a worker that he couldn't do his job and my husband had to finish. This is was the reason of the $ 200.00 discount.

[redacted] please see all the complaints this company has in only 3 years. All what I'm telling is the true.

They gave me an estimate and according to my inventory I only had to pay $ 1,390.00, I only added 5 or 6 more boxes, but no more furniture, ONLY 5 OR 6 MORE BOXES, and they never asked me to do another Binding or Non-Binding Moving Estimate, and they charge me the 93 % more on the estimate.

Thank you,

[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: New York Van Lines Inc. is in breach of our contract due to the fact that they did not deliver 60 out of 200 of our boxes of inventory. Included in those boxes were items of high value such as electronics, two Wii game systems including accessories and game dvds, collector dvd sets, designer handbags, Lenox china and collectibles, Waterford crystal, etc. Too many items to list. They also damaged several pieces of furniture. We were willing to go through arbitration with AMSA, but were advised by AMSA in writing that this mover is not a member. Federal regulations require that movers have an arbitration program in place to resolve disputes about property loss and damage. Many telephone calls and several demand letters have been sent to them with no resolution or response from mover.Desired Settlement: We want New York Van Lines Inc. to pay us $3,000 for the items contained in the 60 boxes of our household inventory that they lost and for the furniture that was damaged by their company.

Business

Response:

Our

office is kindly advising if [redacted] would like to begin the arbitration

process that [redacted] send a written request sent by certified mail to our office indicating such and our office

will proceed to send over the steps to contact our current Arbitrator.

We

are anticipating an amicable resolution.

Thanking

you in advance for your understanding

Review: We contracted with NY van lines to move from upstate NY to the Florida keys. The sales people were very courteous and helpful. NY van lines picked up our household on September *, 2014. They are still in possession of all our household belongings. We have had several conversations with [redacted] and [redacted] as to when we might expect our delivery. [redacted] was promised we would be on the truck leaving New York 9-**-2014. When we did not hear anything, we contacted them and we're told our 520 cubic feet did not fit on the truck, they did not want to "split the load" so we were not loaded. The next time we spoke to [redacted], we were assured our priority was high enough now to make us the first to be loaded on October **, 2014. Tuesday October [redacted] not hearing anything about a delivery time, we again spoke to [redacted] and we're told the drivers got in late so no truck loaded on October [redacted]. It would be later in the week to allow drivers to comply with driving regulations she would call when our belongings were loaded with a delivery estimate. We waited for the call but by October [redacted] not hearing anything again, we contacted them. This time we spoke to [redacted] and we're told they were awaiting a priority inspection we would receive our load " next week" and she would call with the move status on Friday the [redacted] of October. It is now November [redacted] and all we get is that no one is in the office to take our call. Please help us get a delivery of our belongings. Both [redacted] and [redacted] have been polite when we actually get in touch with them. The company is in breach of the contract we signed with the sales agent [redacted]Desired Settlement: We want all of our belongings delivered in good condition as promised.

Business

Response:

I looked into this matter as per my knowledge we had and inspection that ended last week and were not available for delivers. The truck is being loaded and expect to be leaving within the next 48hrs, Our company will contact the customer when we have a prompt date of delivery.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, however I wish to keep the complaint open until the move has been completed. I am expecting a call from the business with a delivery date today or tomorrow.

Sincerely,

Review: I contracted this company to move my furniture and items from [redacted] to [redacted] .

first of all they have provided me with the worst service ever.

the day they delivered the stuff , my expensive furniture , my christmas tree and almost every single item was damaged , and there were about 20 boxes missing .

not only that they didnt couldn't reassemble the stuffe because there are so missing parts .

my camera and tablet was stoles

on the top of all of that of the guys stolen my bookcheck and withdrawn a check for 600$ .. just an organised criminals..

I paid them 5500$ in cash to move and damage and stole my stuff , I just cant believe

after contacting them their customer service representative [redacted] promised she will pay me for my stolen check and pay for some of the damaged furniture but it was a lie to gain more time and waste mine..Desired Settlement: I need to get back my stolen money and reimbursed for my valuable lost items and damaged furniture

Business

Response:

[redacted], has notified his office as to the items missing and other issues that has arisen with regards to his move. We are in the process of contacting him after we have gone to validate over contract and claims made. Our office will indeed contact [redacted] to discuss matter at hand. Any other questions please do not hesitate to contact the office directly

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

they never called me .

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by New York Van Lines regarding complaint ID [redacted].Sincerely,[redacted]