Railvan

Review: We were told we would be given a 28 foot truck of which we would be allowed 15 feet.(Each additional feet could be purchased to the tune of $180.) As soon as we received the truck, my husband contacted Lauren, the Operations Manager, to inform her the truck was only 27 feet. She said, "That happens sometimes. I'll make a note of it. You will only be charged for what you use. Don't worry."We ended up purchasing four additional feet for a total of 19 feet. We paid for this upfront. The truck was picked up, and the driver noted we had used 19 feet of space. This was written on our receipt. The driver secured the truck with a red tag of some sort and said that it would be sealed until WE opened the truck once it was delivered to our new home. Lauren also told us she would contact us once the truck arrived to the terminal.(To our dissatisfaction, Lauren did NOT call to inform us of its arrival; we had to call her.) Even more surprisingly, she flippantly told us we owed an additional $180 because we used 20 feet! We reminded her the truck was only 27 feet, not 28. She said they arrived at this because they measure the truck from where our belongings end to the end of the truck and subtract that from the length of the truck. She said she understood what the issue was (we had 27 feet of space, not 28), and told us, "Let me get in touch with somebody out there, and I'll call you right back. Don't worry. I know what happened. Nine out of ten times this straightens itself out. I'm here for you. I'll get this straightened out."Not only did she NOT call us back (we had to contact her twice before we were able to speak with her), she told us she wasn't getting anywhere. We had two choices: contact the trucking company ourselves and try to figure it out, or pay the $180 and get a refund. Her exact words were, "We do refunds all the time. It won't be a problem". We paid the $180 bc terminal fees would apply the longer the truck sat. I've called [redacted] five times since then--keep getting vmails.Desired Settlement: I would like my $180 refunded as Lauren assured me would happen. We used a total of 19 feet. I have paid for 20 feet. The truck was 27 feet, not 28 feet.

Business

Response:

[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]

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: Contracted with Move America for Moving Truck & also with their recommended Packers. Driver arrived 2 days before move and cancelled the drop off because he could not deliver truck due to low hanging power lines on my block. When I called they tried to talk me into renting a truck and making multiple trips to load the van at their terminal. I refused. I certainly did not have the resources to hire movers to load and unload multiple rental trucks. Many calls provided promises, butfailed to secure a credit to the payment account I have with [redacted]'s "Bill Me Later". When I filed a complaint with [redacted] they contacted them and got some of the money back -but not all. Turns out the hit me with a $200 cancellation fee and a $175 Drop Off Fee. To begin with, their Driver cancelled the drop, leaving me with not moving van 2 days before I had to vacate, and a Drop Fee for a truck they were unable to drop off is unacceptable. To add insult to injury [redacted] charged me $78 for the process (not something they are transparent about & told me I was lucky because their guarantee does not cover services (another fact they do not display in plain sight on their website.) Also they claim the have no complaints via Revdex.com, and that does not seem to be the case.Desired Settlement: I want a full refund for the two items Cancellation Fee & Drop Off Fee since they had to cancel their service.

Business

Response:

Customer requested MoveAmerica to arrange to bring a trailer to customer's residence. Due to low hanging wires near customer's residence, trailer could not be brought to the residence, which resulted in the truck driving to the residence and returning, incurring costs of $175.00. Customer filed a dispute with [redacted], which is currently being adjudicated over the same issue.

Customer's complaint is that customer should not be charged anything, even though MoveAmerica and the trucking company involved incurred costs attempting to bring the trailer to customer's residence and customer agreed to these charges. MoveAmerica did suggest to the customer to rent a truck and bring the shipment to the MoveAmerica terminal, where the shipment could not be loaded.

While MoveAmerica is sympathetic, it did incur the costs of arranging the equipment, loading it, and driving it to and back from the customer's residence through no fault of MoveAmerica.

However, until the American Express issue is adjudicated or the customer drops the claim, MoveAmerica can make no offer to the customer at this time.

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:

1. The driver of the truck cancelled the drop because he could not get the truck into my driveway. How is a consumer supposed to know a moving van you are renting is too big for a residential street?? For this non-drop I was charged $175.00

2. Then they charged me an additional $200 cancellation Fee - which I did not do, the driver cancelled.

3. The entire charge was paid to them through [redacted]'s "Bill Me Later", NOT [redacted]s. I received a partial refund, but am contesting the $175 Drop Fee & $200 Cancellation Fee.

4. Their suggestion that I rent additional trucks and have loaders load the furniture into those trucks & then reload it to the van in their terminal (wherever that terminal is) is laughable. That would have easily cost me at least two thousand dollars, and that is if I could have found movers at the peak moving period at the end of the month (July)

5. The whole point of renting their truck and their packers was to spare my family/friends from doing the move themselves. Instead, I had to call on them last minute to help me vacate with only 2 days to do this.

Regards,

Business

Response:

David: MoveAmerica’s response is as follows: 1. We agree that the cancellation charge of $200 is not applicable; therefore we will refund this to the customer through [redacted].2. The truck was not too big for the residential street; that was not the issue. The issue was that low hanging wires prevented the truck from being parked on the street or in the driveway, and it is the cutomer’s responsibility to provide us with a place to park the truck immediately adjacent to the residence. Therefore we cannot refund the $175 drop charge since we sent the truck to an inaccessible address.3. We agree that the payment was made through [redacted].4. Our suggestion, when it was determined that the truck could not be dropped at the house, that she consider an alternative of bringing her furniture to the terminal was made in good faith and as an effort to help the customer move. We regret that the customer considered our efforts “laughable”. While it might not have been cost effective for the customer to do that, in many instances that has worked out for customers with inaccessible residences. Thank you, [redacted]MoveAmerica

Consumer

Response:

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

I wish to thank the Revdex.com for their assistance in this matter. In the future, I will be sure to check your website before contracting with anyone.

Regards,

Review: I am filing a complaint regarding the company MOVE AMERICA. They work out of there home and have very unethical business

practices. The contracts they set for people is not legit and the sales amounts they charge people is not legit.

Business

Response:

This individual is not and has never been a MoveAmerica customer. She worked as an independent contractor for MoveAmerica for one and one half week before termination.

She has been constantly emailing and harassing company staff over her unfounded, unsubstantiated, and scurilous issues.

MoveAmerica

Review: This complaint is really both delivery and customer service. Move America forced me to delay leaving for my cross-country move for an entire day. They called me the day before to inform m[redacted]my trailer would be delivered hours later than they had promised me, meaning rhat they could no longer do a same-day pickup. That delayed me by half a day, which would have been manageable. Then the pickup was delayed for another half a day. When I called after their 4-hour pickup window had passed, it took them half an hour to call me back and tell me that my pickup would be delayed for a few more hours. I understand that truckers get delayed, but Move America representatives never made any apologies or any attempt to compensate me for my Move America-induced failure to be in Florida to sign my lease on the appointed day.Finally, throughout my ordeal with Move America, I was given contradictory information, a lot of excuses, and very little help by the variuos representatives who shuttled my phone calls around to each other. One representative ([redacted]) even ordered me to be more patient when I told her that I was supposed to leave hours ago and was trying to figure out where my driver was.[redacted] was an exception to this; she did her best to be helpful.Desired Settlement: Not a full refund, but a discount would make the price better match the service I received.

Business

Response:

MoveAmerica arranged with [redacted] to provide a trailer to load on July 22nd. Scheduling was requested to drop the trailer in the AM, the Mishlers would load, and the trailer would be picked up later in the day. MoveAmerica assigned this task to Old Dominion Freight Lines.

Per our Reservation Agreement with our customers, MoveAmerica does not guarantee performance of trucking companies, either as to dates or time of day. Customers requesting a guaranteed time can do so but subject to an additional charge. MoveAmerica reports to customers the estimated times of arrival as furnished to us by the trucker, which we pass along to the customers as the best estimate the trucker has at that time. Unfortunately, in this case, the trucker was delayed and did not meet the arranged but not guaranteed schedule. One day drop and pickups are very challenging because the trucker has to make 2 trailer drops and two trailer pickups, all on the same day, working around the time the customer takes to load the trailer. Occasionally the timing just does not work out to meet our customers expectations, and unfortunately this is one of those cases.

We clearly understand why [redacted] was distressed and unhappy, as anyone would be having to wait for a truck to arrive (twice) in the same day. I am glad to hear [redacted] was as helpful as she possibly could be, and it sounds like [redacted] was trying to inject a note of realism into your understanding of the difficulties involved in coordinating and accomplishing two deliveries and two pickups from your residence in the same day within a very constricted time frame, considering traffic, weather, and other customers who also needed to be serviced.

While we certainly offer our apologies, MoveAmerica did not deviate from our Reservation Agreement with the customer, as we did deliver the trailer and did pick it back up from the customer, which after all is all that can be asked of a responsible vendor. The shipment was delivered to **. [redacted] at destination in good order. Since I did not hear the specific conversations, I cannot speak to the sufficiency or degree of sincerity evinced by our representatives. I am sure they were as distressed as you that you did not have the trailer when expected. Again, dates and times are not guaranteed, and while we do our best to accommodate the time requests of customers, sometimes that is not realistic depending on operational considerations of the trucking company involved.

However, and without admitting any liability, MoveAmerica is willing to offer the customer $100 in full and final settlement of their claim.

Thank you,

MoveAmerica

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.

Review: I reserved a moving trailer from the above company more than three months in advance. I followed up with a confirmation three days before the trailer was to be delivered, and was assured everything was on track. When the moving trailer failed to appear, I called the company and was told they had overbooked and so had cancelled my order. They never notified me, nor returned my money. This has cost me a lot of extra expenses also. I don't understrand why I was bumped, when I reserved months ago.At the very least, I should have been told when I called to confirm.Desired Settlement: They should have to make this right in every way. I am stuck without a mover, and without the money to hire a mover. This is an unmitigated disaster, and they dropped the ball.

Business

Response:

Re: [redacted]

[redacted] is absolutely correct, and yes, we did drop the ball. He booked his move well in advance, and there should not have been a problem. Unfortunately, his particular route was difficult to service, and only one trucker serviced it. Literally the day before his move that trucker changed their route structure to eliminate that route, and refused to handle his shipment. Needless to say, that left [redacted] in a terrible predicament, and we apologize profusely for this.

While we realize this does [redacted] absolutely no good, this has been the only shipment in the last two years where this has happened. Regrettably, we had absolutely no warning of it happening.

First, we are today sending out a check to [redacted] in the amount of $2,088.02 as full refund for his payment.

Second, we would like to offer [redacted] Two Hundred Dollars as compensation for the inconvenience and aggravation he experienced.

Once again, we apologize for this unfortunate occurance.

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,