Pet Valu Better Pet Nutrition

Initial Business Response / [redacted] (1000, 8, 2016/04/20) */ Unfortunately this customers back window of their car was found broken on deliveryWe launched an investigation and could not determine how the glass brokeThere was no other sign of driver negligence or other damage to the vehicle that could explain why the glass in the back window broke In the terms and conditions that the customer read and signed before shipping, we indicated that glass would not be covered for damages while the vehicle is being transported This is standard practice industry-wide to not cover glass when transporting on open trailersDebris from the road, movement of the vehicle while strapped to the trailer, prior condition of the glass, temperature and even wind conditions can cause glass to crack and/or break Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company delivered our property in an obviously damaged state, and has provided no reasonably credible explanation as to how this has happenedRegardless of what they believe their terms and conditions relieve them of,as a bailee of this property, they have a positive obligation to demonstrate that they've taken reasonable careThis has not happened, and we have incurred expenses - in addition to the fees paid to this company - in order to repair the damage caused while our vehicle was in their possession [redacted]

Initial Business Response / [redacted] (1000, 13, 2016/08/09) */ Thank you for filing a complaint with the Revdex.com Unfortunately the insurance company will not cover this damage claim as it can't be determined if there was any mechanical/electrical issues with the vehicle prior to shipping that contributed to the battery/fuses failingAs per our terms and conditions for shipping, mechanical/electrical damage is not coveredWe apologize for this inconvenience Initial Consumer Rebuttal / [redacted] (2000, 15, 2016/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/09/28) */
As per the terms and conditions of the shipment, rock chips are not covered as this damage is not caused by drivers negligence.
The customer acknowledged she read and agreed to our terms and conditions prior to shipping her vehicle. These...

terms and conditions state exactly what is covered under the insurance in the event of damages to a vehicle.
Prior to booking the shipment, we had advised the customer that her quoted price does include insurance. At no time did we ever say that 'any and all' types of exterior damage would be covered by the insurance policy.
Initial Consumer Rebuttal /* (3000, 7, 2016/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No as I verbally asked it anything happened to my vehicle. I would be covered, as I had just had my windshield replaced and [redacted] told me all damage was covered.
Final Business Response /* (4000, 13, 2016/10/13) */
Unfortunately we are unable to verify what this customer is claiming as our phone records only go back 90 days. The employee that this customer is claiming told her this, is the Logistics Manager. She has been with the company for over 6 years and knows our damage and insurance policies as she recites them to potential and current customers daily. Further more, these policies have not changed from when this customer previously shipped with us back in 2011.

We have been in contact with this customer and our agent in [redacted] who did the delivery many times in order to resolve this issue. The customer does not accept our agents explanation  regarding the delivery. We have investigated and have been assured many times by our agent and the truck...

drivers, that the vehicle was only delivered on the open flatdeck (with a car cover) a short distance to their residence when the enclosed trailer was delayed for inspection and repair at a scale station.Other than a bit of rain that got on the vehicle from when the car was transferred from the enclosed trailer to the flatdeck truck before the car cover was applied, it arrived safely without incident and without damages. We initially offered the customer $150 refund which would have covered the cost to get the vehicles exterior and interior cleaned, but in order to resolve this matter we will be sending them a cheque for $300.Thank you.

Initial Business Response /* (1000, 5, 2015/05/28) */
This vehicle was shipped by rail from [redacted] to [redacted]. The train arrived when we estimated it to, but it did not get offloaded right away due to congestion at the offload facility.
Before the vehicle arrived we sent the customer this...

update:
"Your truck is on rail and was passing through [redacted] as of yesterday. There has been some congestion at the offload facility so it should be in for offload later this week to the beginning of next week.
I will email you when I receive the confirmation of arrival."
When the train arrived in [redacted] but had not offloaded we sent the customer this update:
"I was just speaking to one of the ladies in [redacted] and she said that the rail car is now in [redacted] so it should be offloaded in the next 48 hours."
The vehicle didn't get offloaded in 48 hours and this customer believes that the previous update we sent to them communicates that it would.
We received the previous estimate on arrival from [redacted] and when we updated the customer we used the phrase "should be". There is a distinct difference between "should be" and "will be".
We don't know when a vehicle will be offloaded and ready for pickup until it's actually ready but we pass on the information given to us so that our customers have an idea when the vehicle might be ready. This customer didn't wait for our confirmation of arrival and went to try and pick up the vehicle at the terminal.
We don't have control on the speed of the offloading process at the rail facility and when compounded with congestion, can result in delays. We had our agents at the railyard in [redacted] confirm this process with them but the customer still believes that we told them it would be ready when they wanted it, but as shown in our email correspondence to them their claim is entirely false.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] I was told I would have the vehicle in 14 days maximum. I dropped off the vehicle on [redacted] and did not physically receive my truck until [redacted]st. MVS was well aware that I had sub-contractors flying to [redacted] to pick up the truck and knew that I planned the schedule accordingly based on what they told me. I understand there are delays but that is a significant difference from what they told me. [redacted]

Initial Business Response /* (1000, 13, 2016/08/09) */
Thank you for filing a complaint with the Revdex.com.
Unfortunately the insurance company will not cover this damage claim as it can't be determined if there was any mechanical/electrical issues with the vehicle prior to shipping that contributed...

to the battery/fuses failing. As per our terms and conditions for shipping, mechanical/electrical damage is not covered. We apologize for this inconvenience.
Initial Consumer Rebuttal /* (2000, 15, 2016/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2016/04/20) */
Unfortunately this customers back window of their car was found broken on delivery. We launched an investigation and could not determine how the glass broke. There was no other sign of driver negligence or other damage to the vehicle that could...

explain why the glass in the back window broke.
In the terms and conditions that the customer read and signed before shipping, we indicated that glass would not be covered for damages while the vehicle is being transported.
This is standard practice industry-wide to not cover glass when transporting on open trailers. Debris from the road, movement of the vehicle while strapped to the trailer, prior condition of the glass, temperature and even wind conditions can cause glass to crack and/or break.
Initial Consumer Rebuttal /* (3000, 10, 2016/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company delivered our property in an obviously damaged state, and has provided no reasonably credible explanation as to how this has happened. Regardless of what they believe their terms and conditions relieve them of,as a bailee of this property, they have a positive obligation to demonstrate that they've taken reasonable care. This has not happened, and we have incurred expenses - in addition to the fees paid to this company - in order to repair the damage caused while our vehicle was in their possession. [redacted]