Railvan

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted] is absolutely correct in that her refund for $800 should have been issued immediately and did not go out.  We apologize for the inconvenience, and her check will be promptly sent to her for $800.
We do ask the customer to confirm the correct address.
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Again, we apologize for the inconvenience.
Thank you,
[redacted]
President

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 100 miles distant. He 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 either. The 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 "[redacted]" 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] $50 for any inconvenience while not admitting any liability.Thank you,Howard G[redacted]PresidentMoveAmerica

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and will accept this response. 
Regards,
[redacted]

Date: Fri, Jan 27, 2017 at 7:06 PMSubject: RE: [redacted] Complaint ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>[redacted]: We are having trouble identifying this customer either delivering to Bend, OR or under the name [redacted]. Please ask the complainant to provide us...

with a [redacted] reservation number, [redacted] reservation, [redacted] quote, or bill of lading to help us identify her. Thanks, Howard G*

I wanted to use this company. But in the fine print it says they can add to your container with dry goods . When I asked Howard about this he said I would have never known about this if he hadn't told me. I said you didn't tell me it's in the print. They can add computers monitors and so forth. But they say you will be in control of your goods where you will see the lock unlocked in front of you. I was uncomfortable with this. Also uncomfortable how long it takes to get to my new home. Also says you have up to 5 days to load well that wasn't the case. Also says antiques should not be loaded. I have antiques. So after seeing these things I canceled and asked for a refund. He would not do that. Be careful all to read fine print before committing!

This customer's refund was processed after discussion with the customer.  Rather than charge the customer the contract mandated $275 charge for cancelling within three days of the move (she cancelled the day before) MoveAmerica waived that charge. Customer cancelled after learning she had...

no place to park the trailer. Moveamerica

[redacted] arranges transportation services for customers with a third party carrier, in this case [redacted].  [redacted] is a highly reputable,...

multi-billion dollar firm with over 14,000 employees operating out of 278 terminals in the United States.[redacted] does not measure customer shipments, and receive measurement information from the third party carrier on which our billing is based.In this case customer is alleging that the trailer is 27 feet long, which affected their charges.  In fact, ALL such trailers are 27 feet 6 inches long inside.  It is highly unlikely the Operations Manager would indicate a trailer is 27 feet long since no such trailer exists.  Viewing the enclosed tape, we see a measurement of 7 feet 1 1/2 inches from the bulkhead to the back wall of the trailer, and this is what the trucker based the measurement on.  27 ft 6 inches minus 7 feet 1 1/2 inches equals twenty (20) feet 4 1/2 inches.  The [redacted] were billed for 20 feet, and are claiming use of only 19 feet.  According to the terms and conditions of the reservation agreement, ANY measurement over a given footage, i.e., 20 feet one inch could have been charged at 21 feet.  However, it was not, and was rounded down to the [redacted] benefit.Additionally, [redacted] offerered and in fact PAID to the [redacted] a courtesy reimbursement of $100 of the $180 requested, which I do not see mentioned anywhere in the complaint.  We also indicated that if the trucker was willing to revise the billing to 19 feet based on their remeasurement, we would pass that along to the [redacted].  However, the trucker was not willing to lower the billing to 19 feet, stating the measurement clearly indicated the use of 20 feet (and more), with which we concur based on the facts.  The [redacted] were well aware of our payment to them of $100 well PRIOR to the filing of this complaint.Regarding any alleged failure to communicate, the [redacted] clearly indicated on several occasions they were having cell phone connection problems and they may not have received our multiple calls to them.We regret any inconvenience to the [redacted], however, since we have already offered and paid out a reasonable settlement, and our clear impression was this was satisfactory unless remeasurement by the carrier reduced the invoice, we consider the matter closed.Thank you,Howard G[redacted]President[redacted]

Revdex.com:
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 must receive the $80 promised before I'm willing to consider this case satisfied and closed. As of 8/20 I have not received the $80 promised.
Regards,
[redacted]

Review: This company has not held up to any agreement, written or vocal, that they have made with meBeginning with how long I would be able to have the trailer to load to telling me that I did not have a balance and FOUR weeks later trying to charge my card for an unknown made up balanceTo top it off the company's owner [redacted], is a pompous, degrading, condescending (insert explicit here)Which would have been easier to deal with if he at least kept to his contractual agreements
When I first contacted Move America I was told that your company's first priority was to make my move from New York to Florida as easy and inexpensive as possibleWell maybe I heard wrongBecause Move America has done nothing but make my move more difficult, stressful and extremely expensive
Move America started out by not keeping their contractual promise by making sure that I had access to my trailer overnightInstead I was forced to move my one bedroom apartment into a trailer in five hoursAn apartment that wasn't completely packed because I was told on several occasions that I will have enough time between the afternoon drop off and the next day early morning pick up to finish packing and loading the trailerIn addition, I didn't prepare a team of people to help me load the trailer; it was just me and my best girlfriendOnce more, if I knew that I would only have five hours to load the trailer I would have planned accordingly and had a team of people helping with the loading of the trailer
The time shortage of the trailer greatly upset me and I was able to speak with [redacted], the ownerTo start with he did not help the situation by speaking to me in a degrading tone[redacted] spoke to me as if I was a young girl that he needed to pacifySomething that was not appreciated especially since I am a college educated year old woman
Even still I overlooked his sexist attitude and agreed to take the trailer for the five hours only because [redacted] stated that I would receive compensation if I went over the 5ft allotted to meWell [redacted] later taught me it doesn’t matter what he says because he is not a man of his word
Once in Florida my belongings were held for ransomWhen scheduling the trailer for loading I was told it would take a week for my belongings to get to me in FloridaThe trailer was loaded and picked up on July 25th, which meant that I should’ve had my belongings by August 1stWhen I called on July 30th no one wanted to speak with me and when [redacted], the original representative on my account, did finally contact me all he wanted was the second half, remaining balance, of the paymentWhich I was happy to give until I was told that I had to pay in full for the extra 2ft of space I used on the trailerAn amount I was told by [redacted] would be discounted because of all the trouble I went through on July 25th
This agreement being the reasoning behind my not cancelling everything and using a different moving companyA decision I am still regretting
Holding [redacted] at his word, I expressed to [redacted] that the balance was wrong and that I needed to speak with [redacted] about this immediatelyI was told [redacted] would call meI didn’t hear from [redacted] until after August 1stAgain he was his condescending self, which would have been easier to deal with if he would have kept his word regarding our agreementInstead he only took $off of the balance of $which should have been $I ended up paying an additional $for a service that has been nothing but a nightmare
To add insult to injury, I was bullied into paying this amount because Move America still had my belongings at this point and I was threatened by email that I would be charged an additional $a day for storage if I didn’t pay the balance immediately
After expressing to [redacted] how very unhappy, unsatisfied and downright hopeless I felt about the whole Move America experience I paid the $and was promised the trailer would be dropped off on August 5th, since Move America’s drivers do not drive on the weekend, and he would arrange un-loaders for me since that was an addition I paid for with my original package
The trailer came on the morning of August 5th and the un-loaders came the next morningI live on the 3rd floor so there are TWO flights of stairs and I had no say as to where the driver parked the trailer
After the un-loaders left and things where calmer within my home I called Move America to inform you/them that the trailer was ready for pick upHowever, before I hung up the phone there were two things I made sure to confirmOne, I have a zero balance and this is the end of my horrendous experience with this companyAnd two, it is understood just how displeased I am with your service
With all of this being said, you can just imagine how shocked I was to not only hear from one of Move America’s representatives but to hear that I have a balance of $THIS IS UNACCEPTABLE!!
According to their voicemail this balance is because the un-loaders had to walk up THREE flights of stairs and because they had a “long carry from the trailer to my home.”
First, I live on the 3rd floor; there are only TWO flights of stairs, one from the 1st to the 2nd floor and another from the 2nd to the 3rd floorSecondly, the trailer was parked directly in front of my homeThere was no street to cross, no corner to turnIn addition, I had no say as to where the trailer was going to be parkedTherefore if directly in front of the building isn’t close enough that is no fault of my own
MOVE AMERICA DOES NOT HAVE PERMISSION TO CHARGE MY CREDIT CARD OR ANY OTHER CREDIT CARD THAT IS ON FILE IN MY ACCOUNT
AGAIN, MOVE AMERICA DOES NOT HAVE MY PERMISSION TO CHARGE ANY MONIES TO MY CREDIT CARD OR ANY OTHER CREDIT/CHARGE CARD THAT IS ON FILE IN MY ACCOUNT.Desired Settlement: I have paid, not only original contract agreement balance of almost $but also and additional $to get my belongings from New York to FloridaI will not pay another dime to this thieving company
MOVE AMERICA DOES NOT HAVE PERMISSION TO CHARGE MY CREDIT CARD OR ANY OTHER CREDIT CARD THAT IS ON FILE IN MY ACCOUNT
AGAIN, MOVE AMERICA DOES NOT HAVE MY PERMISSION TO CHARGE ANY MONIES TO MY CREDIT CARD OR ANY OTHER CREDIT/CHARGE CARD THAT IS ON FILE IN MY ACCOUNT
I want them to stop contacting me immediately!
Business
Response:
Regarding this customer's complaint, and making our best efforts to ignore the completely unjustified ad hominem references in her litany of grievances, her complaint boils down to the following:
Customer lives on a busy and narrow [redacted], NY, subject to vandalism and theft, and the trailer would have been blocking traffic and promptly towed if left unattended and unprotected overnight at her residenceIt was customer's responsibility to provide MoveAmerica with a safe, secure parking place either in front of her residence or in her driveway, which was not doneMoveAmerica gave the customer hours, rather than the hour, to "live load" the trailer, and without the usual $per hour additional charge
Customer agreed to pay for the feet used to load the trailer, and after she used the space declined to pay for itMoveAmerica agreed to reduce the charges by one foot although the space was indeed used by the customer
The third party packer recommended to the customer to unload, like all other loaders and unloaders, charges extra for other than loading and/or unloading conditions, including but not limited to a long distance to the trailer, stairs up which the furniture has to be carried, bulky items, and the likeThe customer agreed to these charges in her Reservation Agreement, but has refused to pay the unloading company
Unfortunately, MoveAmerica's interaction with this customer have not been pleasant for either party, partly because of the customer's penchant for personal invective and accusatory behavior, partly because the customer failed to read her Reservation Agreement or provide a proper place to park the trailer, and partly because MoveAmerica personnel tired of listening to the torrent of personal abuse and lack of civility offered up by the customerOf course we regret this, as this should have been ignored
In this instance MoveAmerica has already reimbursed the customer for one foot of space, and is not prepared to offer anything else
MoveAmerica

Review: In August and again November 2013 Moveamerica sent threatening emails claiming a debt related to the move which they conducted for me, and I paid for in 2005. I owe no balance.They make the statement that this claim is subject to a 25% penalty and 2% monthly interest under unspecified "Federal Transportation Law"They threaten negative credit reporting of a debt more than 7 years plus six months past their claimed date of delinquency.They threaten a lawsuit on a debt long past Statute of Limitations.Desired Settlement: A written acknowledgement that I owe no debt.

Business

Response:

DUPLICATE COMPLAINT

This complaint was filed previously against MoveAmerica with the Revdex.com, and we responded that absolutely nothing is owed by the customer to MoveAmerica. While we agree he did receive several erroneous emails, HE OWES NO MONIES TO MOVEAMERICA, AND DID NOT. This has been transmitted to him several times.

Any emails he received were generated in error. Obviously he did not owe us $10,000.

MoveAmerica

Review: I am in the process of having my belongings shipped with Railvan ([redacted] Reservation Number [redacted]), and I paid for a set amount of space in a truck (4 feet of linear space in the back of the truck.)

I loaded the truck to UNDER 4 feet of space, but was told that they had measured that I used 5 feet of space. This is untrue. They charged my credit card without my consent $402.12 for an additional foot of storage space which I did not use.Desired Settlement: I would like to pay only the original amount which I agreed to (and which has already been paid) and be refunded the amount ($402.12) which was charged for space which I did not use.

Business

Response:

[redacted] reserved 4 linear feet of space on an [redacted] trailer for [redacted]'s self-loaded shipment, and moved his shipment from [redacted], NY, to [redacted], CA.

We were advised by the trucker that [redacted] utilized 5 linear feet of space, rather than the 4 originally purchased. [redacted] was responsible for measuring out the space to insure not going over, and also was responsible for being present to witness and sign-off on the measurement. He agreed to pay for any space used over 4 feet.

[redacted] was not present to witness the measurement because of missed connections with the pickup driver.

[redacted], upon request of [redacted], disputed the amount of space utilized and requested the trucker to verify the space used, including providing pictures of the measurement.

The trucking company did so, and provided pictures including a tape measure of the space actually used, which turned out to be 5 feet 5 inches. The trucker had rounded down to 5 feet, although it was within their right to round up to 6 feet which was not done.

The pictures are attached.

However, without admitting any liability, MoveAmerica is willing to offer $50 to [redacted] because of any inconvenience he may have experienced in settlement of his claim.

Thank you,

MoveAmerica

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Move America was the worst choice I could of made, I paid in full and then when my load got to the terminal they said I used more space than I paid for.Mind you I had a guy who is a professional mover mark off the trailer for me and he is very familar with how this works so I know his measurements were accurate. I had to send more money because of course they had all my household items and time was of the essence, my trailer arrived late and the driver didn't know how to park the trailer correctly so we had to unload my items crossing a paking lot and using cars to carry our loads to my new place. trailer ramp was not inside so driver had to go and get one, by the time he got back we had already unloaded most of the stuff. They do provide locks so I put one on to secure my items and left a key taped underneath the trailer so they could open it which never got used, so I guess they cut it off never got lock back did not provide a dolly as they state on web site. So get a U-Haul and move it yourself.

Review: This is the email I received today from MoveAmerica:[redacted]:This charge is still outstanding for $475.00 on our books since you charged it back through your [redacted] card. As you know it is for 3 hours of trailer detention incurred by you plus a $175 redelivery charge. These are not MoveAmerica charges but charges from the trucker which we have already paid on your behalf.While you can charge it back from your [redacted] the balance still remains, and is now moving to a delinquent status. Once that happens there is a 35% failure to pay charge, 2% monthly interest, and you will be responsible for all legal fees, costs of collection, etc. It will also be reported to all 3 credit bureaus as a delinquent debt. It probably will end up costing you over $1500 if dont get this cleared up, and a judgment stays on your credit report for 7 years.We would prefer to avoid any unnecessary costs over and above the $475, and would greatly appreciate your payment for this invoice. Please advise your intentions by close of business today. Thanks,[redacted]MoveAmericaThis is my response sent today:**. [redacted]:Your email today is the first explanation of the additional charges from [redacted]. The only communication I received about the additional charges was an email dated August 28, 2013 thanking me for the payment, which MoveAmerica processed without authorization from me. I believe that when my credit card number was given to Move America via telephone to process the down payment for services in July 2013, it was then used again to make this unauthorized payment. This resulted in my bank investigating the payment, crediting my account with the unauthorized payment amount of $450, and issuing a new credit card to me to prevent further unauthorized charges. This is no way to run a business. I called [redacted] on August 28th and I also emailed you to find out what these additional charges were for, but neither of you called me or emailed me to explain the additional charges or why Move America used my credit card without authorization from me. I also dispute the redelivery charge of $175 because this was a decision made by the driver and not me. As I explained to you on the phone three days prior to this scheduled delivery, the street is fire zone protected and a truck would not be able to drop off a trailer. Unfortunately, you did not make appropriate delivery changes and the driver took it upon himself to realize that he would not be able to leave the trailer, but would return later in the afternoon. He then returned to the terminal, unloaders arrived, and then after several phone calls from me to MoveAmerica, [redacted] returned and stayed with the truck while it was being unloaded. This redelivery charge is the result of Move Americas poor planning.I am also reminding you that an email from MoveAmerica Accounting Dept. was sent to me (see content below in red) indicating there is a credit balance of $154.03 on my account. I would expect this credit to still be available and it should be applied to the outstanding charges. Also, due to the circumstances I have just explained, Move America should consider its actions and reduce the amount due and owing. In addition, many of our furniture items and property was damaged during the move. We have not made a claim, but will most certainly look to be reimbursed for the damages.Rather than threatening me with legal action, I would suggest you reexamine your business practices and MoveAmericas illegal processing of unauthorized credit card charges. To say I am unhappy with MoveAmerica is an understatement. Please advise.[redacted]Thank you for your payment of $4747.58 which was received on 08/23/2013 at 15:10:47 pm. Your payment will be applied to your balance due based on Moveamerica Reservation Number [redacted].After posting your payment, your balance is now $-154.03 . Your account now has a credit balance. Either you have overpaid your account and will be issued a refund or pending charges have yet to be posted to your account. No further payments are necessary .Thank you.MoveAmerica Accounting DepartmentDesired Settlement: See resolution in my email response above.

Business

Response:

After a thorough and amicable discussion and airing of the facts in this instance, an understanding was reached between [redacted] and MoveAmerica. This occurred on October 9th, and this case has been closed by MoveAmerica.

Thank you,

MoveAmerica

Review: My wife and I used MoveAmerica to transport our two bedroom apartment from [redacted] to [redacted]. Our agreed upon estimate was for a ten foot lineal space in the moving truck. After the truck was loaded, the MoveAmerica driver measured the space used as eight feet. The truck was loaded on Friday March 29. We received notice from MoveAmerica that our truck had arrived in [redacted] as of April 1. They charged us for ten feet as per our original estimate. They informed us the truck would be available for delivery after the balance of $1389.45 had been paid. We paid the outstanding balance and have a receipt as paid in full and confirmed delivery between 8-11am on the April 2.

When we called to check on the status of the delivery this morning (April 2), the agent at the local site declared the space used to be fourteen feet and refused to deliver the truck unless we paid an additional $395 charge. They could not estimate a time of delivery until we paid the additional fee. I had arranged an appointment for three movers to unpack our truck, and would be forced to pay our deposit plus one hour of work. I paid the fee so MoveAmerica would release the truck. After paying the fee, MoveAmerica said they would have to reprocess the delivery appointment and would now not be able to deliver the truck until between 1 and 5pm. I had to pay the movers $248 for their time as per my contractual obligation. I requested to be contacted by a manager at MoveAmerica to resolve the issue.

The MoveAmerica manager contacted me at 5pm. The truck had still not arrived. The manager informed me that the trucking company they contracted had discovered a space use discrepancy as of noon on April 1. He apologized for not informing us and costing us money with the movers, but refused to assume responsibility. He claimed that his photos confirm that we had taken up thirteen and a half feet. He suggested that I or the original driver were lying about how much space we used and insisted that it must have been my fault for loading the truck poorly. He assured me that our home was on the way and would arrive in about a half an hour.

At 6pm the truck finally arrived. Photos that I took show that our material ends at ten feet. The driver built a plywood wall to separate our material from the rest of the truck. The plywood wall leaned forward on a few straps several feet away from the border of our property. We had to work unloading well into the night, but ultimately I was glad just to finally have my bed to sleep in.

Moving is a stress on your body, mind, spirit and finances. When I first moved to [redacted] a decade ago, I was literally broke. If I had used MoveAmerica back then, when I was too young and poor to pay the ransom, they could have continued to ratchet up rental fees, interest charges, sent me to collections and ruined my credit. I want the $395 extra space charge refunded, and I want MoveAmerica to refund an additional $248 to cover the movers I hired. I have no problem paying the charges we agreed upon for the ten feet I used, but MoveAmerica holding my property hostage seems predatory, if not plainly criminal.Desired Settlement: I want the $395 extra space charge refunded, and I want MoveAmerica to refund an additional $248 to cover the movers I hired. I have no problem paying the charges we agreed upon for the ten feet I used, but MoveAmerica holding my property hostage seems predatory, if not plainly criminal.

Business

Response:

MoveAmerica arranges space for our customers on commercial trailers based on customer's estimate of space needed.

In this case our customer, [redacted] reserved 10 feet of space on the trailer, and self loaded the shipment. The reservation with MoveAmerica provided for a charge for space used over the space requested by the [redacted].

Trailer measurements are not made by MoveAmerica. They are made by the trucking company, and are initially made by the driver upon pickup of the trailer, and further verified by trucker management personnel at the trucker's terminal. Please review the enclosed pictures furnished MoveAmerica by the trucker. The tape measure distance is the distance from the door of the trailer to the wall you see in the other picture which is placed up against the end of the [redacted]'s shipment in **. [redacted]'s presence. Since the trailer is 27 1/2 feet long inside, the measurement shows 13 1/2 feet of trailer space used by the [redacted]s. This generated the charge of $395 disputed by the [redacted]s.

MoveAmerica, upon being informed by the trucking company that the [redacted]'s had used 14 feet (anything over 13 feet is rounded up to 14 feet) requested the trucker to reduce the charge to 13 feet, so MoveAmerica by its intervention saved the customer $135 from the 14 foot charge reported to them by the trucker. We do note that it was the "agent at the local site (the trucker) that refused to release the truck.

Clearly, [redacted] used more than 8 feet of the trailer and is obligated to pay the additional charges. This was known to him at the time he loaded the trailer, and the delay at destination would have been avoided had these charges been paid immediately upon becoming obvious to **. [redacted] without waiting for the overage to be discovered by the trucker.

We do apologize for any inconvenience to **. [redacted], and are willing to offer the [redacted]'s $50 in full and final settlement of this matter.

Thank you,

MoveAmerica

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: I paid 800.00 dollars for the [redacted] company to secure and hire someone to move the contents of the house into the trailer that was to be moved to [redacted], mo.

they called and told me they couldnt find anyone to do it for that price i'd have to pay another 200.00 dollars ..I said no. I would find someone myself.. I did find someone

and paid them 400.00.. [redacted] have refused to refund me the 800.00dollars for the movers...I paid them 800.00 for the movers to take the contents out of the truck also.

These movers they provided...Desired Settlement: It has been since August 2013 that they have refused to pay me. I call them and they say they will check into it and get back to me and they never call back. I want my 800.00 dollars back

Business

Response:

[redacted] is absolutely correct in that her refund for $800 should have been issued immediately and did not go out. We apologize for the inconvenience, and her check will be promptly sent to her for $800.

We do ask the customer to confirm the correct address.

Again, we apologize for the inconvenience.

Thank you,

President

Review: We used [redacted] (Railvan) to relocate our belongings from [redacted], Vermont to [redacted], Tennessee because we relocated to [redacted], Tennessee because my husband started a new job at [redacted] University. We have moved across country in the past and used services like [redacted] and/or [redacted] to relocate our belongings but were looking for a more affordable and reliable service. After this experience with [redacted], we will never use their services again due to their inability to deliver proper and adequate service at several levels that will be outlined below. I will briefly outline the problems that we had with [redacted].

We received our trailer on time with great customer service from the truck driver in [redacted], Vermont. He was very knowledgeable and helpful in acquainting us with this service since we had no prior experience with [redacted]. Once we finished loading the trailer, another driver came to pick up the trailer. The paperwork given to us by [redacted] outlined the proper procedures that both we (the customer) and the driver were supposed to follow. It become apparent that this driver was unfamiliar with the procedures and he did not instill me with the confidence that our belongings were in good, knowledgeable hands. Specifically, the [redacted] drivers are supposed to install a "security wall" behind our belongings. The driver admittedly had very little experience with this procedure and required far more time and help than I anticipated to install the door. Additionally, the driver is supposed to install a "security seal" to ensure that our belongings were not tampered with. The driver, again, admitted to not knowing where to place the seal and I ended up having to take several pictures of the inside of the truck to make sure that I documented where our belongings were and where the security wall and security seal were placed. The driver admitted that he didn't do many of the home-moves and was unfamiliar with the specifics of picking up loaded trailers. Another very concerning problem was that the driver omitted a very important part of the process; measuring the amount of space that we (the customers) used. Since [redacted] charges "by the foot" for the space used in the truck and if we (the customer) use even one (1) inch more space than the previously agreed-upon amount of space, we (the customers) are charged for an additional foot of space (~$180/ft). I insisted that the driver measure the remaining space in the trailer (the protocol outlined in our paperwork) even after he ensured me that he wasn't supposed to. Since I knew that he was required to measure, I kept insisting until he admitted that he did not have a measuring device adequate for measuring the remaining space. This was alarming to me, and demonstrated that some of the drivers were not trained adequately and might deliver improper or inferior service. In addition to not knowing all of the standard [redacted] protocols, the driver commented after viewing the visible damage to the trailer door that he "didn't know why we received such a beat-up trailer". Though these seemingly minor errors don't seem like a big deal, it is important to know that we were trusting this company to move all of our belongings across the country; a service that requires an immense amount of trust. My trust began to waiver when I realized that the drivers were not adequately trained.

Our belongings arrived in [redacted], Tennessee on Thursday July 24, 2014. As per the proper protocol, we called [redacted] to schedule a time for the truck to be delivered. We scheduled and confirmed for the delivery of our truck between 4:00pm and 6:00pm. The timing was important for us because my husband was scheduled to start his first day of work at his new job the following morning. We waited until 6:00pm and did not receive the truck or any communication from [redacted] or the truck driver. I called [redacted] to check on the status of our truck and was told that the driver was fifteen (15) minutes late but would be there soon. We waited until 7:00pm without hearing anything from the driver or receiving the truck. I called [redacted] again, and, to her credit, the woman we spoke with was frustrated and annoyed that our truck was still not delivered and said that this late delivery was, "unacceptable". She ensured us that the driver was running late and would be arriving soon. At 8:00pm, we received a phone call from an unapologetic truck driver informing us that he was, "leaving the yard and would be there soon". After four (4) hours of waiting, we were unapologetically informed that our belongings were on their way. When the driver arrived, he was largely unapologetic about his tardiness and was not knowledgeable about the procedures for removing the security wall. I signed the paperwork acknowledging that I had received the truck and he acted as if his job there was complete. I informed him that he was supposed to remove the wall and insisted that he do it. He finally did, reluctantly (the wall is a heavy plywood/particle board). The driver commented, again that the door was, "a stinker" and had trouble opening and closing the door. Since the truck was delivered so late in the evening there was not adequate light to start unpacking. This was particularly inconvenient as we did not have a bed to sleep on that evening.

The following day, we tried to open the trailer door to begin unloading our belongings but were unable to move the visibly damaged door up past 3 inches. Once it was raised the three inches it would neither move up or down and we were forced to leave the door partly open. We called [redacted] to inform them that their trailer was inferior and was not opening. They sent two (2) men to come help open the door who admitted that the door was, "the worst door that they had seen." (This was the third independent acknowledgement that they gave us an inferior trailer) They were able to open the door and we were able to unload our belongings. Due to the delay in delivering the trailer, we were forced to leave the trailer in our apartment complex parking lot over the weekend (something we agreed not to do with out apartment complex, but were forced to leave it there). I called [redacted] to schedule a pick-up that they scheduled and confirmed for between 10:00am and 12:00pm. As before, 12:00pm came and went with no phone call or pick-up. We called [redacted] again ~1:00pm and the woman unapologetically informed us that they didn't schedule pick-up times for empty trailers. However, she was the same woman who made the reservation to begin with. This problem, again, might seem small, but we had already kept the trailer longer than the apartment complex allowed and we promised that it would be picked up by 12:00pm. The truck was not picked up until 2:30pm. This, again, accentuates the level of unprofessionalism and inadequate service rendered by [redacted]. I called the same woman several times to try to get an explanation of why we had received such poor service and she assured me that this level of poor service was not common at [redacted]. I recounted to her all of the incidents that I included in this message and she ensured me that my experience was atypical. I asked her who was responsible for all of the problems that were having and she said, "we ([redacted]) take full responsibility." I informed her that I anticipated some kind of compensation for the repeated lack of professionalism and inferior service rendered and she told me that she would talk with her boss and call me back. I have yet to hear from her and it has been an entire work-week. This is one of many times that [redacted] promised to call, but never did. I had to keep calling in order get any information. Given the lack of attention and professionalism that we received throughout our experience, I do not anticipate this company keeping their word concerning calling me back about the compensation.

I tried to solve these issue with them, but after not being contacted by a representative at [redacted], I anticipate that they are trying to brush our situation under the rug. For the amount of money that we paid, I expected far more than the improper and inferior service that we got from [redacted], and thus, am contacting the Revdex.com to help get this issue resolved.Desired Settlement: [redacted] delivered our belongings from [redacted], Vermont to [redacted], Tennessee as agreed, but the manner in which our belongings were delivered was entirely unacceptable. We think that a refund of half (1/2) of the total price paid, would compensate us for the improper, inadequate, and inferior service. Moreover, a detailed explanation of why our situation was atypical and what measures they are taking to ensure that other customers do not suffer the same level of unprofessionalism is also desired.

Business

Response:

[redacted] provides 3rd party transportation services for our customers. In this case, [redacted], 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 time. While we can request a 4 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 [redacted] 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 2 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, [redacted] is willing to offer $100 in full and final settlement of this claim.Thank you,Howard G[redacted]

Business

Response:

[redacted] provides 3rd party transportation services for our customers. In this case, [redacted], 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 time. While we can request a 4 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 [redacted] 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 2 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, [redacted] is willing to offer $100 in full and final settlement of this claim.

Thank you,

Howard G[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and will accept this response.

Regards,

Review: I made a reservation for 5 foot space in their trailer for $1129.51 to move my stuff from WA to AZ. I measured the linear space carefully with a tape measure and put marks using a sticker tape just to make sure I dont exceed the 5 foot I booked and not have to pay extra $225.90 for each additional foot space. Upon arrival to Arizona, they contact me saying that I have to pay for 2 additional foot space which I did not use. I told them that I was willing to pay them if we measured them together and proofed that I used the space, they send me a picture measuring the remainder of the space in the trailer ( measured from the last item I have in the trailer till the end) in which they assume that the trailer is a specific length and they subtract the reminder space to get the usage they billed me which is not accurate. They hold my stuff as hostage until I sign a credit authorization form which indicates that I can't dispute the amount . Why would they be afraid of disputes if everything is measured correctly and their billing is accurate?

Unfortunately, I had to send them the authorization form which I sign and accepted to be charged the extra amount of $451. They send the trailer for delivery and before unloading I doubled check the sticker tape marks and after unloading I re-measured the space and there is no way I used more than 5 feet and I have pictures of that. I contacted Howard many many time, and he kept promising to call me back and he never did. I understand they reply on 3rd party vendors, but they should fix the problem with their vendors. I have proves of everything.Desired Settlement: The 2 footage space charges to be refunded.

Business

Response:

[redacted] provided 3rd party shipping services for this customer, charges are based on the space used.In this case, customer [redacted] maintained he used 5 feet, whereas the trucker measured the shipment 3 times at 7 feet and provided pictures as proof. Therefore, we had no choice but to charge him for the additional 2 feet. Pictures of the measurement were provided to the customer.While we regret any inconvenience, based on the pictures we cannot modify the charges. However, we will offer the customer $50 for any inconvenience which we sincerely regret.Thank you,Howard G[redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:Like I already mentioned, the measurement the trucker company did was inaccurate. [redacted] pictures just show a tape measure at the end of the trailer, how can this be accurate? My pictures which I sent to [redacted] shows the exact space I used with sticker tape marks. Of you course you just want to rely on a 3rd party trucking company and be sitting in you remote office and overcharge customers. I am sure I am going to add a review to warn people from [redacted],.Implying that I am lieing or cheating is a good customer service nor business ethical.Accusing me of having an intention of disputing the money before I get the shipment means only one thing. You know this what a normal reaction would be and that's why you are trying to cover that by asking customers like me to sign that overcharge autherization docuement. Again this is not an ethical practice.Holding my property as a hostage until I sign an authorization form to overcharge me is not an ethical practice.

This seems to be the game this company is playing with their customers, I found out about this when I read about the yelp reviews of customers who describe the same exact thing. Unfortunately it was too late when I read those reviews.Regards,

Business

Response:

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,[redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I think that [redacted] ignored the information I provided and they are not willing to fix their mistake. I would definitely make sure I leave a negative on Yelp and Google, to warn people from [redacted]. I am requesting this complain to be visible on Revdex.com to other customers.Regards,

Review: I have contracted with MoveAmerica, which I understand is a part of this company, to move some furniture from NJ to GA. We had no difficulty speaking to company representatives before the move, but I am very dissatisfied with the way my move was handled. The driver didn't show up at the time I was told he would, in fact, the kept pushing the time back, so I ended up waiting almost 12 hours for a driver. Now, when I try to contact the company about this, no one there will return my calls or e-mails. I have asked to speak to the owner, [redacted], and to other representatives.

I am ready to accept delivery of my furniture, but don't feel I should pay the full price. I would be willing to discuss this with the company, however, they won't take or return my calls. I don't want to pay the remainder of the bill until this is settled, but I also don't want to pay for storage while waiting for them to contact me.

Please help.Desired Settlement: I would appreciate a phone call or e-mail so that we can discuss a billing adjustment. I would also like my goods delivered without any penalties.

Business

Response:

I spoke to **. [redacted] after this complaint was filed, and believe that all the outstanding issues have now been settled. The customer paid her outstanding balance, and her shipment was delivered on time.

We sincerely regret any inconvenience to **. [redacted] due to the drivers delay.

Thank you,

MoveAmerica

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I was quoted a price of $1575.42 for 5 feet of space on a truck. I paid half of the cost ($787.50) via [redacted], as was necessary to reserve the truck space on June 18th. On that same day, I followed instructions to set up a Bill Me Later account and made a payment of $1500 to Move America that I tecieved confirmation also went through on June 18th. I then received a statement from Move America later on June 18th saying my balance was now -$712.08 and that a refund would be made to my card. That refund still has not been made. On top of that, I am now being accused of using 6 feet of space, which is completely untrue. I measured out my 5 feet of space, as instructed. When the driver came to pick up my shipment, he confirmed with me that my belongings were in 5 feet of space. He put the security wall up perhaps an inch past 5 feet because there are only certain places it snaps in (every so many inches or foot). Had he snapped it in one closer to the front of the truck, I would not have had 5 feet of space to place my belongings. He then measured to the front of the bulkhead an stated the front was just under 6 feet. I told him I only used 5, which he could see, but the bulkhead was a good 6-8 inches thick and he had measured to the front. He also pointed out on the form that 5 feet as written in, but that it said in parentheses that a minimum of 6 feet must be put in. I told him "But I did not use 6 feet and do not want to be overcharged." He called his manager to confirm that he should write in the 6, but I had only used 5 and would only be charged for what I used. I was skeptical and did not like the 6 on the form when I only used 5, but was assured since it said 6 feet minimum, they knew it was because the bulkhead was included and my stuff only used 5 feet. I made him again make sure this was the case with his manager and was assured I had only used and would only be changed for 5 feet of space. In fact, I did not even fill all 5 feet of my space!

Imagine my surprise to receive something stating I was being charged for another foot of space. I immediately called Move America and spoke to [redacted], who assured me he understood and would take care of it. I assumed it was taken care of until this week, when I called questioning why I still hadn't received my balance of $712.08 back on to my credit card after two weeks. I was told I was only owed $461.16 and that the "office people" were not understanding my complaint and had some measurement saying I used 5 feet 9 inches of space. Again, I measured out my 5 feet of space. The bulkhead was placed right after it - there was no way to place it closer without infringing on my 5 feet. I had the pick-up driver confirm multiple times that the form was filled out correctly and that I had only used and would only be charged for 5 feet of space.Desired Settlement: To pay the $1575.42 I was billed for, used with my 5 feet of space, and authorized to be charged for. I'd like the overpayment of $712.08 back on my [redacted].

Business

Response:

Customer [redacted] purchased 5 feet of space, which was measured (with pictures) at 5 feet 9 inches., MoveAmerica was charged and paid for 6 feet.

A refund of $461.16 was sent to the customer on July 6th, 2013.

Although MoveAmerica legitimately charged for 6 feet, and in fact paid for 6 feet, we will refund one foot to the customer in the amount of $250.92 in full settlement of this claim, without admitting any liability.

Please advise if this is acceptable to the customer.

Thank you,

MoveAmerica

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,