Railvan

Dear [redacted] :According to our records you have moved twice with [redacted] The first move was in 2014, and the move which is the subject of this complaint began on November 2, 2015, and was delivered to you on November 10, 2015, slightly over a year ago.Up to the filing of this complaint, we heard nothing of any dissatisfaction regarding either of your moves with [redacted] I would imagine the first one went well or you wouldn't have come back to us for the second move.The trucker indicated that you didn't complete the claims forms they required to settle your claim even after several requests for the information [redacted] isn't a participant in the claims settlement process, and in the course of a claim would have no way of knowing what information was specifically required of you by the trucker Of course if you asked us for assistance we would have tried to the best of our ability to help you out, keeping in mind that the trucker settles the claim and not us But I don't think you ever let us know that you had a claim in progress Regarding the $per pound issue, that the is the released value you agreed to in your reservation agreement and also on the truckers bill of lading I'm not sure where the $per pound is coming from I discussed the insurance issue with Vanessa, but since it was over a year ago she did not recall ever saying that insurance wasn't needed Of course additional insurance is not a requirement, but it is always up to our customers to decide whether they want it or not The choice was always with youWe apologize for any inconvenience and offer $to you as a customer convenience refund

Dear [redacted] : [redacted] arranges space in motor carriers for purposes of transporting customer's shipments from origin to destination In some cases [redacted] arranges with a third party to provide loaders and/or unloaders.The third party in this case, [redacted] ***, transported your goods at an agreed valuation of $per pound, and typically a third party loader would be liable for damage caused by them dropping item at origin and destination The customer is responsible completely for preparing the shipment for transportation, such as performing preliminary packing of any loose items to prevent damage, and padding/blanketing of furniture to prevent damage caused by the movement of the vehicle during transit If case of any damage, the third party responsible (not [redacted] ) would settle any claim directly with you.Federal law specifically does not allow [redacted] to involve itself or settle loss or damage claims (Carmack amendment) caused by a motor carrier [redacted] ***s is a highly responsible, multi-billion dollar firm with over 20,employees and I have never heard of an instance where they did not settle a claim fairly However, I am more than willing to check with them as to what happened with your claim, especially the issue over not have a signed form of one kind or another If would suggest that you also contact ODFL and raise your concerns with them, as they evaluated and settled your claim From my experience, not that it means anything in your case, is that a properly padded or blanketed piece of furniture is not damaged just by riding inside the truckAlso, I will raise the issue you mentioned about Vanessa not offering you additional transit insurance, which would be extremely odd since it would be commissionable to her However, that insurance would only protect you for damage pursuant to overturn, upset, or collision of the transporting vehicle, and other hazards such as water damage, hurricane, tornado, fire, and other similar acts of god, none of which would have been applicable here But I will definitely discuss it with herBased on what has been presented to me so far I do not see where [redacted] has caused any damage to your shipment While sympathetic and willing to investigate further, I have done nothing requiring a personal apology

MoveAmerica arranged to move [redacted] ***s two trailers of household goods from Meridian ID to a will advise address in Fargo, ND.? [redacted] agreed to the quoted price, MoveAmerica provided the trailers on the date requested, and [redacted] loaded the equipment.When the driver arrived to pickup the trailers, [redacted] crossed out the will advise, Fargo, ND destination and wrote in an address in Jamestown, ND, approximately miles distantHe did this without advising MoveAmerica or requesting a revision of his reservation agreement.? A call from [redacted] would have revealed a difference in price since the destination was not the original destination.? Evidently, he depended on the drivers representation! and someone at the terminal that it wouldn't cost him any more.? His reservation was through MoveAmerica, and he should have immediately notified us when he had a destination address[redacted] also says the destination terminal manager told him there wouldn't be any charge eitherThe terminal manager would have no way of knowing if there were or were not any charges, as this is handled completely by MoveAmerica.? I personally discussed this with the terminal manager who told me he never discussed the matter with [redacted] ***.Our employee Lauren says [redacted] called her a "***" when she advised him that indeed there would be additional charges.? [redacted] ***s reservation agreement is extremely clear on that point and so are the Terms and Conditions of Shipment, as well as our "Helpful Moving Tips"; all of which make prominent mention that charges are based on actual zip codes, and reconsignment can be expensive.We regret any inconvenience or misunderstanding, how-ever the pricing is correct based on the customer initiated change of destination.? MoveAmerica is willing to offer [redacted] $for any inconvenience while not admitting any liability.Thank you,Howard G***PresidentMoveAmerica

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:I have not seen any response from the bank so I don't know if that is true or notIf this is true, I refuse to have them conduct a bait and switch on any more customersI will be forwarding the information onto an attorney and MrG [redacted] will find out that I stand up for what I believe in and he will spend considerably more on attorney fees than what he fraudulently charged meRegards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
There response is not valid. I received a phone call stating the truck had arrivedI accepted deliveryI called Move America about getting unloadersThey were worried about completing a 2nd audit of the space usedMove America called and stated 2nd audit was completed, I asked why 2nd audit was neededI did not get an answer, they stated that movers not available in the areaIf they did have movers available, they made no mention of needing any extra time to get movers available for moving items off of the vanThe same day I requested movers, we received a refund and an email "extra foot not used and unloaders unavailable at destination.." The lady on the line stated they had no one in the Kalispell areaBeing new to the area and not knowing anyone,we would not have refused extra time to find unloaders.Move America seems to be a 3rd Party company that just coordinates moves using other companies and charges a premium for coordinating those companies with the customer's move requirementsMove America failed and should never have accepted our business and should not receive any profit on this type of mistakeMove America is unwelling to admit they made a mistake and is trying to blame the customer
Regards,
*** ***

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Complaint: ***
I am rejecting this response because:
First of all, I filed this complaint to the Revdex.com on Thursday, July 24thI finally received a phone call (after leaving five messages) from Colette at *** *** (**) on Friday, July 25th (see Caller ID attachment)My complaint was filed PRIOR to speaking with Colette, not AFTER as suggested by *** from **Furthermore, I find it interesting that I received my first return phone call from ** exactly ONE day after I filed my complaint with the Revdex.com.
More importantly, after speaking with Colette on July 25th, she said she would credit me $at this time but would need to contact *** *** to discuss refunding the rest to meOn Monday, July 28th,I contacted Colette to see what she had found out from *** ***She said she did not have a response from them as of yet, but she would call me as soon as she spoke with somebodyI again told her I wanted the remaining $credited to me because we did not use feet of spaceShe cut me off and told me, "We have already gone through this; I know." While I appreciate finally receiving a return call, I never indicated I was satisfied with only a $refundAs of today's date, I have not yet heard back from ColetteI do not consider this complaint resolved and will not consider it resolved until the entire $has been refunded to meI would like *** *** to refund me the remaining $while they work out being reimbursed by *** ***.
I would also like to point out that MA advertises foot trailers (see attached), however, as Colette told me and *** has stated, "ALL such trailers are feet inches long inside." Right off the bat customers are being over charged by inches, and, as Howard has stated, everything is rounded to the next footThis means that customers are potentially being over charged upfront for a whole foot!
We now know that the trailers are not feet as advertised, and not always even 1/feet because we told Lauren immediately upon delivery of the truck that our trailer space was feet She clearly stated that this happens sometimes and would make a note of it and not to worryWhen the load was picked up it was measured and signed off at "feet used." (see attached) My husband agreed and signed the form, and the truck was then sealed before it departedPer *** advertising, "Your shipment is ONLY unsealed in front of you at your new home." (see attached) When we received the trailer at our new home, the seal had a different serial number! In direct violation of what ** advertises (and what customers rely upon), our receipt indicates different serial numbers on the seal (see attached)The seal had, indeed, been broken and REPLACED without our knowledge or consent!
This company has been dishonest with us about its pricing and proceduresThe $refund was not a courtesyIt is a portion of the $that we were wrongly charged(Please note, we were told the truck would not be delivered to us if we did not pay the $180.45.)
Upon receipt of the remaining $owed to us, I will gladly consider this complaint resolved
Regards,
*** ***

***, thank you for the additional information you have furnished.Your issue is that you were not told by Lauren that MoveAmerica trailers are feet long, which is the approximate length of two cars. You maintain that Lauren told you it would take or car lengths which Lauren denies having said. We do apologize for any misunderstanding.MoveAmerica does everything within its ability to explain our service in great detail. Our website speaks of a foot trailer; our quote to you referred to that, the Reservation Agreement and Terms and Conditions of shipment all mention the size of the trailer, and the Moving Tips which were emailed to you discuss the space needed.For instance, MoveAmerica arranges with one of our carefully selected carrier partners (a large trucking company) to bring a foot long trailer (“usually called a pup”) and leaves it for you to load". As per your request, I refunded your deposit and GAVE YOU A $discount, which you fail to mention. Whenever a shipment is cancelled within days of the move, that fee is applicable and you agreed to it in your Reservation Agreement. I agreed to waive it for you, and yet you are still complaining. I am the President of MoveAmerica, and I apologize for not having reviewed your case earlier. It was not simply a case of issuing a refund, but of determining why you should not have been charged the $275. And yes, I did not immediately remember the particulars of your situation until a few seconds into our conversation. Unfortunately, at age I don't have instantaneous recall anymore, but I do try to treat all of my customers with kindness and civility. Which is why your characterization of my comments to you as dismissive is hurtful. I listened patiently to your complaint, and while the letter of the law and the language in the reservation does not support your complaint, I gave you $back (which you omit in your discussion)I have been more than reasonable

I’ll look into this some more but I thought this was settled. I notice she wants no further contact with us as a settlement. Howard G

From: Howard G*** Date: Fri, Nov 20, at 1:PMSubject: Revdex.com *** ** ***To: ***@myRevdex.com.orgDear *** ***: Thank you for forwarding over the complaint of *** *** ** ***, to which we would like to respond as follows: MoveAmerica arranges, where available,
transportation services to points and places within the United States We also arrange loaders and/or unloaders as a service to our customers, but screen them very carefully and do not guarantee their availability Availability of loaders and unloaders may fluctuate based on geographic area, date, time, experience, licensing, insurance, bonding, and reputation. In *** ***s case, the destination was Kalispell, MTwhich is a very remote area where quality loaders and unloaders are difficult to obtain However, in point of fact MoveAmerica was able to arrange quality unloaders for the estimated delivery date, and MoveAmerica did reserve them for that date. Unfortunately, *** *** did not follow the instructions given him to contact MoveAmerica to coordinate his delivery date, and elected to contact the trucking company terminal directly to arrange delivery for September 30th, This was not the estimated delivery date, so unloaders were unavailable for the date *** *** arranged with the trucking company If he had coordinated his delivery with MoveAmerica, as instructed in the MoveAmerica Reservation and Helpful Moving Hints, unloaders would have been availableHowever, on the date *** *** selected, they were not. Now when we say unloaders were unavailable, that does not mean that “people” were not available *** *** quickly found “people” to unload his shipment through Craigslist, and wanted MoveAmerica to hire them MoveAmerica is extremely careful to only hire loaders and/or unloaders from companies who meet or exceed our standards, including experience, insurance, license, bonding, and references We declined to hire the *** people and assume responsibility for them, since they were complete unknowns to MoveAmerica *** *** took that chance, but we could not*** *** was always welcome to hire his own loaders or unloaders, utilize friends, neighbors, or relatives to help him, or do it himself In point of fact, MoveAmerica did arrange loaders for *** ***. We did not charge *** *** for unloaders, which came at a financial cost to MoveAmerica since if we had hired the *** people we would have made a profitThus we suggested that *** *** hire them directly, which he did, and regret that we could not and assume responsibility for inexperienced, unlicensed, uninsured, and unbonded people against any potential loss, damage, or claim. MoveAmerica sincerely regrets any inconvenience to *** ***, and while not admitting any liability offers *** *** $as a customer service credit in settlement of this issue. Thank you, Howard G***PresidentMoveAmerica***

We do not see where the customer has provided any additional information relative to the complaint, and our initial offer still is available to the customer.Thank you,***

The company in Bakersfield was hired by *** *** ***, that is, *** ***. Lauren will check to see if she has any information regarding the actual loadersIf she has anything we will immediately forward it to you. The responsible party is, in your case, *** *** of *** *** ***. The loaders were hired by him to load your trailer.We might suggest writing to *** ***, or having your attorney write or call him to try to resolve this matterMoveAmerica has not been able to establish any communication with *** ***.MoveAmerica will assist you in any way we can with resolving this issue.Best regards,Howard G***PresidentMoveAmerica

Date: Fri, Jan 27, at 7:PMSubject: RE: *** *** Complaint (***)To: *** *** ***: We are having trouble identifying this customer either delivering to Bend, OR or under the name *** ***. Please ask the complainant to provide us
with a *** reservation number, *** reservation, *** quote, or bill of lading to help us identify her. Thanks, Howard G*

This customer's refund was processed after discussion with the customer. Rather than charge the customer the contract mandated $charge for cancelling within three days of the move (she cancelled the day before) MoveAmerica waived that chargeCustomer cancelled after learning she had
no place to park the trailer. Moveamerica

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I think that *** ignored the information I provided and they are not willing to fix their mistakeI would definitely make sure I leave a negative on Yelp and Google, to warn people from ***. I am requesting this complain to be visible on Revdex.com to other customers.Regards,
*** ***

*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** ***
*** ** *** ** ***
*** ***
I am rejecting this response because:The information that *** *** provided in his response is falseI was able to contact the loading company and they were happy to compensate me but required that *** complete the necessary paperwork as they were the direct client of the loading company and I the third partyWhen I requested that *** file the paperwork they ignored my requestI asked again and have email documentation of all correspondenceWhen I inquired for a second time I received a threat from *** *** stating that they refused to not only help me but would not return my belongings until I signed away all of my rights to pursue action against themThat demand was not only illegal, but forced me to sign under duress lest I not get my belongings back until a court of law forced *** to do soFurthermore, the release of claims was in direct violation of the contract held between *** and the Revdex.com as it explicitly stated that I was giving up my right to communicate my experience to the BureauWhile you already have a copy of the release of claims on file I have gone ahead and attached it again here.I would very much like to see their accreditation pulled as a result of their illegal and immoral behaviorFurthermore, unless ***, at the very minimum, chooses to sincerely apologize and reimburse me for the cost of the inadequate service they hired on my behalf, I do not want to hear from them again and request that all future discussions on this matter be conducted through a mediary provided by the Revdex.com
***
*** ***

*** provides 3rd party transportation services for our customers. In this case, *** *** *** ***, a large and well respected multi-billion dollar trucking firm, provided the driver and equipment.While not guaranteed, customers are provided equipment on the requested dates almost 100% of the timeWhile we can request a hour pickup or delivery window from truckers, these arrangements are subject to the daily operational requirements of the trucker, traffic, weather, and other factors over which *** has no control. That being said, we make our best efforts to determine and provide current information and pass along requests to dispatchers during a given move.Obviously, all drivers should be aware of how to install and uninstall bulkheads and seals, without question. It is completely unacceptable to us for any driver not to know this. Also, it is equally unacceptable to have a trailer door in non-operational condition.We do note that repair personnel (2) were sent out to fix the obviously defective door as soon as the condition became known. And while a hour delay on a promised delivery can be extremely annoying and inconvenient, relatively common practice among van lines results in delays in some cases of weeks, not hours.Apologies are certainly in order for the lack of communication, and we can readily understand the customers frustration with events.Therefore, while not admitting liability, *** is willing to offer $in full and final settlement of this claim.Thank you,Howard G***

Attn:We dp have a further question for the complainant.When you refer to "policy" are you speaking about company policy of some kind or an insurance policy?MoveAmerica did not settle the claim, which was settled by *** *** (the trucker) claims department. Their determination was stated as follows:"*** *** is not liable for damages caused by or resulting from an act, omission or order of customer, including improper packing or loading. Additionally, the customer did not opt to purchase additional liability coverage for their household goods. After reviewing the evidence provided it is determined proper packing materials and/or protective padding was not used by the customer. The damages listed on the claim form and shown in the pictures are consistent with items not loaded or padded correctly to prevent damages and are a direct result of improper packing. Consistent with the signed contract, the customer is responsible for all loading, protecting, bracing and unloading for the trailer, therefore *** *** cannot be held responsible for the claimed items and therefore denies the claim" Our opinion is not really relevant, however, we do note that the pictures submitted by *** *** show furniture stacked on top of each other with what apparently are scratches and other damage. The furniture we are seeing stacked in the trailer was not blanket wrapped or protected by padsPerhaps these only represent a portion of the total items and again, we did not settle the claim.We do regret that any damage happened to *** ***'s shipment, but as MoveAmerica neither packed, loaded, or transported the shipment we have no further liability in this matter.Thank you,Howard G***PresidentMoveAmericaRegarding the wrapping of the furniture items and protecting paintings, the pThank you,Howard G***MoveAmerica

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:While I appreciate that the owner of Move America has finally responded to this matter that was brought to the company's attention in September - I cannot allow for the misrepresentation of what happen or in reality what should be paid to us. In no way shape or form was this the fault of our packers or loadersThis incident was 100% neglect on the driver/truck owner and operator (who are contracted by MoveAmerica)As stated in the original claim, NOTHING was broken from insufficient packing or loadingThere were was an inspection of the truck, and pictures were taken by the company and us, before it was loaded, and after the plastic wall was installed marking the linear feet usedThere was no damage to the truck and there certainly was no hole in the roofThe truck was damaged, AFTER it was loaded - which is negligence on the driver/contractor's partAs a result of the damage to the truck, water got in and on ALL of our property that was in the truck, causing terrible mold to the furniture blankets, the boxes - which had personal items that then molded insideAs far as I know, typical moving practices do not involve waterproof furniture protection or waterproof boxesAgain, as stated in your policy, if the damage is a result of neglect full replacement value is what should be coveredI can assure you the $(that we have not seen yet) is not even close to replacing all the property that we lost. If you review our claim it was over $to replace. Again, neglect on your third party contractor, not on my end or with anyone we used to pack or load is what caused the loss of propertyPictures of the damaged truck and water inside the truck were provided with original claim.
Regards,
*** ***

I’ll look into this some more but I thought this was settled. I notice she wants no further contact with us as a settlement. Howard G

MoveAmerica arranges for access to customer packed and loaded trailers moving within the United States by third party carriers. MoveAmerica does not pack shipments or load/unload trailers.In this case the customer, *** ***, moved coast to coast after packing and loading the trailer
with his personal effects. *** *** was advised both in writing and verbally of the necessity of properly packing, blanket wrapping, and covering his goods for shipment. We were very sorry to learn that our advice was not followed evidently resulting in shipment damageUnfortunately, valuable paintings were not protected in mirror cartons or crates, which resulted in skid marks from the floorFurniture items were not blanket wrapped.We do apologize for the time it took to respond to *** ***'s claim. One possible issue may have been that he moved in August and did not file his claim until December. The insurance company found that the reason for *** ***'s damage was his failure to properly protect and load the goods prior to shipment, and since the insurance policy required "overturn or upset of the transporting vehicle", or some evidence of an accident the claim was denied.MoveAmerica does not settle claims on behalf of insurance companies or third party carriers. We can only suggest that *** *** file a claim with the third party carrier or his homeowners insurance at this point. Thank you,Howard G***MoveAmerica