Initial Business Response / [redacted] (1000, 5, 2014/06/05) */ Revdex.com Case# XXXXXXXX Complaint filed by: [redacted] To Whom It May Concern: This is a response to the above mentioned complaint Mr [redacted] initial non-binding estimate was for 16,643lbs at an estimated cost of 7,A non-binding estimate means the shipment will be billed based on the actual weight of the shipmentThe actual weight of Mr [redacted] shipment was 10,060lbs for 5,(which included for packing)The difference between the estimated charges and the actual charges decreased by 1,According to the email attached to the complaint it appears MrKuney the National Van Lines salesman decided to let the weight of the shipment dictate the final charges instead of extending it days Our shipments are billed by a billing module in accordance with our published tariffThe rate does change at price points based on the weightIn other words the rate would be different for a shipment that weighs 10K pounds as compared to a shipment that is 16K pounds Their Mr [redacted] did change agencies, however he moved to an agency that is still within the National Van Lines (NVL) agent networkOnce the shipment is registered with National Van Lines from either agency it becomes a NVL shipmentThis means the identical tariff and move management team is used If you have any further question please contact me Sincerely [redacted] Director, Credit and Collections Voice: XXX XXX-XXXX Fax: XXXXXX-XXXX [redacted] @nationalvanlines.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr [redacted] did NOT let "the weight of the shipment dictate the final charges." He decided to not give a new estimate because he felt "it was better to not list a new estimate on weight as to the lighter weight may cause the driver to not show up early to load." Here is his response to his original quote and in regards to locking in the price for another ""From: " [redacted] Date: February 17, at 12:37:PM PST To: "' [redacted] '" Subject: RE: SPAMRe: Moving ***, There should not be any changesNormally the rates change the second week of the new yearSo I do not really expect any pricing changeSo after the days I will just redue and lock in for antoerh if needed" So Mr [redacted] was incorrect with his assumption as to why Mr [redacted] did not give us a quote To this day I still have not been provided with a final invoice as to the final charge that was put on my Credit Card The explanation that I have been given is that the rates have increased in ***Not that ..."Our shipments are billed by a billing module in accordance with our published tariffThe rate does change at price points based on the weightIn other words the rate would be different for a shipment that weighs 10K pounds as compared to a shipment that is 16K pounds." And if rates did increase, I should have been notified When a customer asks for a quote, is it not customary to provide them with one? As far as the packing charges (Which I still have not been provided with a final invoice) why was I being charged for "unpacking" when there was noneAlso, why are there two different amounts for packing on the two previous quotes on the same items? Should they not be the same? We, the customers, should have been notified of any "published tariff" changes in regards to weightThat is why I had Mr [redacted] come to the house to reevaluateHe made the choice to not provide us with a current rateNot our lack of communication Final Business Response / [redacted] (4000, 10, 2014/06/09) */ Revdex.com Case# XXXXXXXX National Van Lines Bill of Lading# XXXXXX [redacted] To Whom It [redacted] Concern: Mr [redacted] stated he did not think there would be a rate change and there was not a changeMr [redacted] was billed based on the actual weight and services performed on his shipmentThis was accomplished by using a billing module in accordance with our published tariffWe are precluded by law not to bill more/less or collect more/less than our lawful tariff charges I checked with [redacted] of our customer service department and Mr [redacted] salesperson (Mr [redacted] and was informed neither stated to the customer the TV carton charge would not be invoiced When the first complaint was answered I inadvertently did not make an adjustment to the charges for unpackingThe total transportation charges are 5,instead of 5,(see the attached invoice and Estimated Cost for Services/ Order For Service), this amount is less the estimated cost for unpacking As stated above Mr [redacted] total transportation charges are 5,(again, the amount for unpacking is deducted)He paid 5,when his shipment delivered which leaves a balance due National Van Lines of If you have more questions in this regard please do not hesitate to communicate Sincerely, [redacted] Director, Credit and Collections Voice: XXX XXX-XXXX Fax: XXXXXX-XXXX [redacted] @nationalvanlines.com Final Consumer Response / [redacted] (4200, 12, 2014/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) To Whom It [redacted] Concern: If a billing module was to be used, I should have been explained the difference in how it would be calculated depending upon how much items were soldThat is why I invited him to my house to reevaluate my personal belongingsHe took it upon himself to not issue a new quote for reasons I stated aboveIt would have been business appropiate for MrKuney to provide those "published tariff" for us to see and discuss In regards to Mr [redacted] conversations with [redacted] , I would like to know who was the individual that she spoke with at [redacted] the day my belongings were dropped offWhomever was the supervisor on that day was also present as he was helping her find a resolution to my request of having an updated invoice showing the $5,670.xxUnfrtunately for me none could be provided once again as it was the holidays and the individual she spoke to was not able to provide an invoice from his/her home The amount of $5,670.xx was not an amount I took upon myself to payThis was the amount [redacted] called me on and demanded payment forAgain, when I asked for an invoice to show for that amount it could not be provided for reasons above Sincerely, [redacted] XXX-XXX-XXXX
October 30, 2015National Reference#: 284464Revdex.com Case #: 94574782This letter is in response to your correspondence to the Revdex.com After a review of your file, I find that your claim has been settled appropriately The Full Value Protection Coverage that she elected for her move provides for the lesser of the repair or repair estimate, the carrier’s replacement cost/value, or the amount claimed, at our option, for documented, identified, and confirmed transit damage or lossThe burden of proof of carrier liability, including proof of tender, damage or loss, and support of age and values claimed is your responsibilityThis coverage does not extend to betterment, or to sentimental or other intangible values This coverage is not to be construed as ‘insurance’.Your claim for the damaged items were settled as outlined our settlement letters to you The settlement was based on the report that was submitted by the 3rd party repair firm Please note we have paid the maximum amount that is allowable without substantiation of value for the Sofa, Metal Shelves and Bed frame You can send support of value for further consideration Such verification can be in the form of original purchase receipts, insurance riders, signed statements from dealers, appraisals, etc Anything that would confirm the value claimed According to our records the Vases, Picture Frames, Dishes, Glass items and Purses were packed by owner Because National Van Lines cannot confirm that these items were packed properly nor can we confirm the condition of the claimed items prior to being tendered to National Van Lines National Van Lines cannot accept liability for the claimed damages As for the alleged missing items we must maintain our position of denial as there were no exceptions notation noted at the time of the delivery.As we have reached an impasse in the claim settlement you can have an independent third party review this matter; the program is available at a cost of $to you The AMSA can be contacted at Duke Street, Alexandria, VA or via the internet at www.moving.org In an effort to resolve this matter in lieu of arbitration, as a gesture of goodwill, National Van Lines is would like to offer an additional settlement of $1,000, this will bring your claim settlement total to $4, If this is acceptable please contact me directly and I will process payment to you.I do apologize that we could not settle your clams as requested but do hope you understand our position in this matterSincerely,Teresa ***Director of Claims
As stated in my previous response we are not able to locate a move in our system for you I spoke with [redacted] Moving they were unable to locate a move based on the information you have provided We would like to resolve this matter for you, in order to do so we will need additional information Please send us copy of your paperwork or bill of lading number Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2014/10/27) */ National Reference#: XXXXXX Revdex.com Case #: XXXXXXXX This letter is in response to your filing with the Revdex.com I would like to apologize that the delivery of your shipment was latePlease know that we try to meet all delivery commitments, but occasionally this is not possibleNational's applicable Tariff states that National will reimburse for expenses that are incurred for lodging and one half of food expense up to a 50% of the line haul of transportation charges as result of the late delivery of the shipmentThe reimbursement is based on submission of receipts to document the expenses incurred and the filing of your claim within thirty days from deliveryThe Tariff provision is intended to reimburse for direct living costs incurred, it is not a penaltyWithout submission of receipts, we normally allow $per dayIn an effort to resolve this matter, National allowed you $a day without receipts for the day delay this was deducted from the transportation charges In regards to the invoice for the $unpacking charge, as a gesture of goodwill we have issued a creditWe do apologize that we cannot honor your request for a full refund of the transportation charges, however if you have receipts for expenses that were incurred you can submit them for review and consideration Should you have any additional questions or concerns, you can reach me at XXX-XXX-XXXX Sincerely, [redacted] Director of Claims Cc: Ms [redacted] Revdex.com N Wabash Avenue, Suite [redacted] Chicago, IL XXXXX-XXXX
Initial Business Response / [redacted] (1000, 5, 2014/06/19) */ Revdex.com CASE# XXXXXXXX NVL B/L# XXXXXX Customer - [redacted] Mr [redacted] had a non-binding estimateThis type of estimate is billed based on the actual weight of the shipmentThe customer is expected to pay for the actual weight that is transported We are confident our sales representative did to the best of his ability attempt to accurately estimate the items stacked in Mr [redacted] storage unitsHowever the actual weight of the shipment was more than estimatedIn the moving business items stack in a storage unit is challenging estimating conditions Mr [redacted] balance due amount is 2,As a goodwill gesture National Van Lines is offering to consider the balance paid in full for a single payment of 1,In return Mr [redacted] will agree to dismiss this action and not file actions in the future regarding this issue Please let us know if Mr [redacted] is in concurrence with this resolution If you have any questions please communicate Sincerely, [redacted] Director, Credit and Collections Voice: XXX XXX-XXXX Fax: XXXXXX-XXXX [redacted] @nationalvanlines.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr [redacted] response is completely inadequate and does not even begin to address the initial grievances that we have brought before themAs stated previously, we have been lied to by their estimator who 1) did not perform the functions of his job properly; 2) grossly miscalculated the weight of the storage unit, despite his "extensive years" of experience and my son's efforts to thoroughly educate him about the contents of our storage units; and 3) he did not deliver to me a contract for service that plainly stated the price for serviceAny reasonable person would have ascertained that this initial price delivered to us would be the price we would be paying for said moving servicesThe estimator had numerous opportunities to deliver a contract stating the stipulations behind the generation of a final moving price, but nothing was delivered to usThe fact that National Moving Lines, their estimator, and customer service staff delivered both a moving truck and moving personnel without a signed contract show negligence on the part of multiple individuals within their companyDue to these gross errors on the part of so many individuals within that company, we continue to strongly believe that ineptitude on their part, from estimating to delivery, should not fall on the burden of the customer Our original desired resolution remains unchangedWe desire to see National Moving Lines acknowledge that their estimator made a mistake, not only in underestimating the weight of the load but also in falsely representing the verasity of the statements of his direct competitionWe are also confused as to why National Moving Lines has yet to produce a signed contract stating we agreed to the price and stipulations given to us by their estimatorYet we know that such a document cannot be produced because we were never offered, delivered, or produced such a documentWe have paid National Moving Lines roughly $4,and believe this is more than sufficient considering the circumstances from the estimating process to our possessions being held hostage until we paid additional moniesWe are willing to drop this complaint, in its entirety, when National Moving Lines is willing to accept the monies they have already received for the services rendered I have attached to this response the original determination of moving services delivered to me from ***, the estimator at National Moving LinesThis is the only document we received from National Moving Lines and was the document the estimator "guaranteed" would comprise all of the services and costs of the move Final Business Response / [redacted] (4000, 9, 2014/06/30) */ Here is the response that was just sent: Mr [redacted] had a non-binding estimateHe attached a copy of the estimate he received from his salesman to this complaintIt is evident he did receive the estimated cost document because it was attachedThere is no way to know the final charges until the shipment has been weighedTherefore at this stage of the moving process for a non-binding estimate, the document Mr [redacted] attached is the only document availableA copy of the same document is attached to this response and the section that explains the stipulations behind the final moving price of a non-binding estimate has been highlightedIt outlines the customer's charges will be billed based on the actual weight of the shipment transported A copy of the signed bill of lading is also attachedIt is signed by the customer and the driver confirming deliveryIt also has the actual weight of the shipment and the charges (after the shipment has been weighed)Hypothetically if a customer has a binding (as opposed to a non-binding) estimate there would be no balance due amount (as Mr [redacted] has requested) because the estimated price would be binding regardless of what the shipment weighedHowever Mr [redacted] had a non-binding estimate As a way to alleviate the weight/price differential National Van Lines offer as a goodwill gesture is still open, to accept $1,as a final paymentOtherwise it is National Van Lines position that the 2,balance is due If you have any questions please contact me Sincerely, [redacted] Director, Credit and Collections Voice: XXX XXX-XXXX Fax: XXXXXX-XXXX [redacted] @nationalvanlines.com Final Consumer Response / [redacted] (4200, 11, 2014/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am going to explain in chronological order why we feel that National Van Lines has violated the terms of the contract 1) The sales representative [redacted] miscalculated the total weight of our contents by poundsI could see being a few hundred pounds off, but not over two tonsI gave [redacted] ample opportunity to revise his estimate, but he assured me that his estimate would be the most accurateI had three other major moving companies give me estimates, and all of them were within pounds of the actual weightHe also failed to explain to us that the contract was written on a non-binding estimate which would make us liable for any mistakes made by National Van LinesHe also did not have me sign any paper work saying that I agreed to those terms 2) When the truck arrived at the storage facility where we had our items stored, they took an excessive amount of time to load the contentsThe owners of the storage units told me that they have NEVER in all the years they have run this facility, seen it take that long to load a truckIn their own words " I think something fishy is going on here." After unpacking our items in Iowa, I find that we are missing over $worth of propaneIf it is not legal to transport those items, then they should have let us know, because my son was there the whole time they were loading and could have taken the propane home with him 3) Next, the custom packing (what a joke)They took items that we had already packed into boxes, out of those boxes and put them into their own boxesThe reason I know this is, we had pots and pans with lids all packed into a [redacted] box with wrapping paperThey transferred those items into one of their boxes marked "wist watches" which indicated to me that they reused a box from a previous moveSo why did they unpack a perfectly good box and move it to one of their own? Now the best part, my wife has a peacock lamp (worth $700) which is quite large and very fragileThey made a make shift container out of a couple boxes, put the lamp inside, stuck some loose paper around it and put hoses for the washing machine in the box with itThe hoses broke many pieces off the lamp, which should have been packed with bubble and paper 4) After the load was weighed and the truck was on the road, we then received an e-mail from [redacted] stating that the load had come in at pounds, not even close to the pounds that [redacted] has told usShe told us that the new contract price was now $not $that we originally agreed uponSo I asked [redacted] what could we do now since our things are basically being held hostage on their truckShe told me to get the items off the truck, we would have to pay the original contract price of $plus 10%So when the truck arrived at the house I paid the driver $ 5) I am so glad that we packed our own items, especially the fragile thingsThe people that National hired to unload the truck probably had a combined IQ of They put the things marked SUPER FRAGILE on the bottom and placed boxes of books, some three high, marked SUPER HEAVY on top of themLike I said, I am glad that we packed our own things, because if National would have done it, we would have boxes of broken china This entire move has been a total nightmareI feel that we were lied to by [redacted] trying to pull the old bait and switch routineI will not pay ANY additional monies to National Van Lines, PERIOD!
Initial Business Response / [redacted] (1000, 5, 2015/04/29) */ [redacted] 28, National Reference#: XXXXXX Revdex.com Case #: XXXXXXXX This letter is in response to your correspondence to the Revdex.com and pursuant to our phone conversation regard to the above referenced matter I wanted to respond and explain a little about the relationship between National Van Lines and its agentsNational Van Lines operates as a motor carrier of household goods in interstate commerce (state to state)National's only business is to transport the goods of people that are moving from one state to another [redacted] & [redacted] Incis an independently owned and operated company that represents National Van Lines in regards to Interstate shipmentsHowever, [redacted] & [redacted] Inc also operates within their local markets, providing local moving services under their own authorityAs discussed your storage agreement was with [redacted] and [redacted] Inc, not National Van LinesThe damage that occurred while in storage should be filed directly with Kearny Moving and Storage, Inc We regret that there were problems in regard to your moveIn order to proceed with your claim, we must have the claimed damage evaluatedIt is a common practice throughout the moving industry to engage an independent 3rd party repair firm to evaluate claimed damages to determine carrier liabilityI am hopeful that we will be able to resolve this matter amicably Sincerely, [redacted] Director of Claims Cc: Ms [redacted] Revdex.com N Wabash Avenue, Suite [redacted] Chicago, IL XXXXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) National Van lines seems to be sidestepping the issue, by trying to say that one of their agencies is independentWhere do we place blame for broken items, on the packer or the mover? It now seems that I have to follow claims against two different organizations? I expect National Van Lines (the umbrella organization) to decide who has the liability and take the lead in reconciling the situationIt seems like I had to take the lead to get anyone to do anything after my initial report of damageIn the meantime it has been two months since the late delivery of our household goodsI was informed today that a third party evaluator will visit on the 11th of May to take pictures etcThe package sent to National included and itemized list, accompanied by picturesI would like to hold this issue open until, I get some satisfaction Thank You timothy [redacted] Final Business Response / [redacted] (4000, 9, 2015/05/05) */ [redacted] 4, National Reference #: XXXXXX Revdex.com Case#: XXXXXXXX While your shipment was in storage your contract was with [redacted] & [redacted] Inc [redacted] & [redacted] has been sent a copy of your claimUpon receipt of the report from the Repair firm, we will determine liability According to our records the delivery spread window for your shipment was from 2/20/to 20/28/2015; your shipment delivered on 2/28/which was within the delivery spreadYour Statement of Claim was received in our office on April 10, We do apologize for the circumstances of your shipment Sincerely, [redacted] Director of Claims Cc: Ms [redacted] Revdex.com N Wabash Avenue, Suite [redacted] Chicago, IL XXXXX-XXXX
Initial Business Response /* (1000, 5, 2014/09/26) */
This customer had a non-binding estimate (that she electronically signed)This type of estimate is billed based on the actual weight and services performedInterstate carriers are precluded by federal regulation not to bill or collect
more or less than their lawful tariff chargesI was informed by the NVL sales representative who took the customer's order that the customer understood the type of estimate she receivedHe went on to advise he does not write binding estimates for shipments that have not had a visual survey performed/are coming out of a self-storage unit (In this situation both conditions were present)
Invoicing customers is within the guideline of federal regulationsWhen a shipment delivers for the estimate amount plus 10% (as this customer's shipment did) the balance is billed and due to be paid days after the invoice date (invoice attached)
The customer's estimated weight was 6,980lbs and actual weight was 8,(based on weights from a certified weigh scale, weight tickets attached)Plus a 700lbweight additive for a canoe, for a total billed weight of 9,600lbsBecause the customer's actual weight was more than the estimated weight she was invoiced for the differenceFor this reason the customer's balance is due and owing
If you have an y questions please contact me
Sincerely,
*** ** ***
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
***@nationalvanlines.com
National Van Lines did not deliver my household goods on the date I was told by the driver They told me my invoice gave me the date but the problem was I never received an invoice Upon delivery more than half my items were missing, I was lied to by the driver and the van line representative about finding my items and where they were When they arrived (large furniture items and boxes) many items were damaged or still missing At that time I was told I'd receive cents on the pound for missing and damaged items as I had not bought additional insurance I was never told about additional insurance or what insurance the company carried I am very diappointed in the manner in which my items were delivered, lost, and damaged Care was not taken in the way they were packed within the truck, I had to do all the contacting to get anyone to communicate as to where my household was and now all I get is "fill out the forms" No, commuication as to how they'll replace items
Initial Business Response /* (1000, 5, 2014/08/14) */
I would like to apologize that the delivery of your shipment is latePlease know that National Van Lines tries to meet all delivery commitments, but occasionally this is not possibleAs discussed yesterday, National Van Lines will
reimburse you for 100% of your lodging expense and 50% of food expenses up to 1/of your total transportation line haul of $1,020.00, based on submission of receiptsOr in lieu of receipts, if you elect to stay in your home, National will allow you $a day without receiptsThe reimbursement will start the last day of the original delivery spread of 08/09/and will end the day prior to delivery
According to our records our customer service has been in contact with you regarding the delivery of your shipment
Again, we do apologize for any inconvenience you have endured in this matter
Sincerely,
*** ***
Director of Claim
Initial Business Response /* (1000, 5, 2014/08/20) */
National Reference#: XXXXXX
Revdex.com Case #: XXXXXXXX
This letter is in response to your correspondence to the Revdex.com
In reviewing your file I find that the items in question were delivered to a self-storage unit
National's care and custody ceases at the time of delivery, because we cannot control the environment or the handling that followsThe reassembly of the items that were delivered into storage is the customer's responsibility once the shipment is delivered out of storage
In regards to the missing items, according to our records, you signed each inventory pages without any documentation for any missing itemsThe highlighted box on the "household Goods Descriptive Inventory" above the signature line on each pages of the Inventory clearly states, "CUSTOMER PLEASE READBEFORE SIGNING THIS INVENTORY FOR THE RECEIPT OF YOUR GOODS, PLEASE ACCOMPANY THE DRIVER IN AN INSPECTION OF YOUR SHIPMENT AND YOUR RESIDENCETRANSIT DAMAGES MUST BE NOTED AT THE TIME OF DELIVERYLACK OF SUCH NOTATION COULD AFFECT CLAIM SETTLEMENT." In the absence of documented evidence, we cannot establish the loss now claimed to be the liability of National Van Lines therefore we cannot accept liability for the claimed missing items
We apologize for the delay in the delivery of your shipmentThe delay reimbursement was mailed to you in JulyThe claim for the items delivered to residence is under reviewPlease note the claim settlement will be based on the elected coverage for your move
If you dispute our findings, National Van Lines participates in an arbitration program which is sponsored by the American Moving & Storage Association (AMSA)If you wish, to have an independent third party review this matter, this program is available at a cost of $to youThe AMSA can be contacted at *** *** *** ***, ** XXXXX or via the internet at www.moving.org
While I regret that we could not settle your claim as requested, I do hope you understand our position
Sincerely,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite
Chicago, IL 60611-
Initial Consumer Rebuttal /* (3000, 7, 2014/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The premise that you (National Van Lines) is not responsible for assembling the items your employee (National Van Lines') took apart is beyond meIf you do not take responsibility of it the who is responsible? You had no hesitation taking over $The fact that you (National Van Lines) delivered to storage unit has nothing to do with itIt is locked since the day you deliver the items and items are still there untouched
As far as missing boxes and signing the document, I realize that now I shouldn't have paid youI thought if I hold my end of the bargain, so will National van linesOur relation does not and did not end as you mentioned we have had ongoing contact since the delivery
And, finally, I still need to get reimbursed for damaged book cases (x2)Is National Van lines not responsible for damaging them? As you can see it was noted in documentation
Final Business Response /* (4000, 9, 2014/08/28) */
This letter is in response to your supplemental correspondence to the Revdex.com
Your claim has been settled based on the elected coverage of your moveWe are maintaining our position in regards to the assembly and missing items
Again, if you dispute our findings, National Van Lines participates in an arbitration program which is sponsored by the American Moving & Storage Association (AMSA)If you wish, to have an independent third party review this matter, this program is available at a cost of $to youThe AMSA can be contacted at *** *** *** ***, ** XXXXX or via the internet at www.moving.org
While I regret that we could not settle your claim as requested, I do hope you understand our position
Sincerely,
*** ***
Director of Claims
Cc:
MsDiane Mendez
Revdex.com
N Wabash Avenue, Suite
Chicago, IL XXXXX-XXXX
Final Consumer Response /* (4200, 11, 2014/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The National Van lines sent me a $check and a letter describing their position documented here - "the claim is settled based on the elected coverage..." Therein lies the disputeThe claim is NOT settledHence the Revdex.com complaintThe National van line needs to do three things: Replace/reimburse for two broken book cases, Replace content of or reimburse us for lost boxes content Assemble the things National van lines disassembled
I would like to know :
If there is any openness to do any of above listed three item; or
To meet me half way; or
Is it just hard NO, and that National Van line does not take any responsibility for their actions
Initial Business Response /* (1000, 9, 2015/01/06) */
January 6,
National Reference# XXXXXX
Revdex.com Case #: XXXXXXXX
This letter is in response to your correspondence to the Revdex.comI would like to extend our sincere apology that the servicing of your
relocation by National Van Lines has given you cause for concern
I do not show a record of that National Van Lines was notified of your concerns regarding the repairs to the SofaWe have contacted the repair firm and ask that they reevaluate the repairs in an effort to resolve this matterPlease know that we will do our best to rectify this matter
If you have any further questions or concerns, you can contact me at XXX-XXX-XXXX
Sincerely,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite
Chicago, IL XXXXX-XXXX
Initial Consumer Rebuttal /* (3000, 11, 2015/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its very concerning to me that there is no record of our concerns regarding the repair given the fact that we called and spoke to our claims agent about it on multiple occasionsI remain very disappointed with the claims service at National Van linesI've unfortunately had to deal with claims on cross country moves before (with other van lines), and never had it be this frustrating or take this long
I'd be happy to have someone from the repairs place come out again and look at the couch to verify that it is still brokenHowever, considering the fact that it has been several months we have had to buy a new couch so that we have something to useWe do still have the broken couch pending resolution of this issuePlease have the repair company contact me so we can set up an appointment for them to come over
Final Business Response /* (4000, 13, 2015/01/07) */
January 7,
National Reference# XXXXXX
Revdex.com Case #: XXXXXXXX
This letter is in response to your supplement filing with the Revdex.com
We have contacted the repair firm; they will contact you within 24-hours to schedule the appointmentUpon receipt of their report, we will contact you with their findingsAgain, we will make every effort to resolve this matter fairly
Sincerely,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite
Chicago, IL XXXXX-XXXX
After a review of your file, I find that your
claim has been settled appropriately based on the documentation that surrounds
your relocation. Your claim was settled based on the report submitted by the independent 3rd party repair firm.
As we have
reached an impasse,
National Van Lines participates in an arbitration program
which is sponsored by the American Moving & Storage Association
(AMSA). If you wish, to have an
independent third party review this matter, this program is available at a cost
of $to you. The AMSA can be
contacted at Duke Street, Alexandria, VA or via the internet at www.moving.org. While I regret
that we could not settle your claim as requested, I do hope you understand our
position.Sincerely,Teresa BrownDirector of Claims
National Reference#:
Revdex.com Case #:
This letter is in response to your correspondence to the Revdex.com
Your claim is under reviewPlease note that consideration of fresh transit damage versus age, use, wear and tear,
pre-existing or old damage, inherent vice, climatic affect, or other causes, items moved, altered, discarded, or otherwise not presented for inspection in accordance with your Contract Terms and Conditions may be subject to denial
Our determination for your claim settlement will be based on an inspection and evaluation by *** *** an independent 3rd party repair firm
Sincerely,
Initial Business Response /* (1000, 5, 2014/02/10) */
We are in receipt of the above complaintWe are unable to locate any record of a move for you with National Van LinesIf you can provide more specifics, such as your bill of lading number, copies of any shipping documents we will
research this matter furtherWithout further information, we are unable to respondWe look forward to hearing from you
Sincerely,
*** ***
Director of Claims & Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2014/02/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the prompt responseThe case is Military claim bl# *** and Dawn Jurkovich was the adjuster assigned
Final Business Response /* (4000, 9, 2014/02/14) */
My name is *** *** VP and GM of National Claims Services, IncLet me first advise that while my department settles claims for both companies, that this customer's move was not done by National Van LinesThe mover was *** *** Inc - a different company
Secondly, my adjustor *** *** tried to work in good faith with this customer, but the customer had declined to provide photos or complete a basic statement about missing items not noted at deliveryOn January 30, the customer basically told us she was ending the negotiation process, and that she'd be filing with her insurance provider insteadHere is the exact text of her January email
I will work with *** to handle the remained of this claimMy initial requests were fair and reasonableTo be offered anything less is a shameAlso the statements that items were checked off - is not trueThe carrier noted broken and missing items on his sheets
This will be our last direct email; my USAA rep will work with your team in the future
Finally, there is a ready option built into the system, as this was a government move under a GBLThe customer at any time can forward on a line item basis to the Military Claims Office for resolutionShe was made aware of this early on
*** ***
VP & General Manager
National Claims Services, Inc
Final Consumer Response /* (4200, 11, 2014/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They sent an adjuster to my house to take photos
The adjustor said that our prices were below value and all should be settled quicklyThen I received a check in the mail for only $for a golf club saying all was settled
Therefore I reached out to the Revdex.com to settle the dispute and no longer wish to talk direct to a company that was not fair or honest with my claim
Initial Business Response /* (1000, 5, 2014/09/15) */
September 15,
National Reference# XXXXXX
Revdex.com Case #: XXXXXXXX
This letter is in response to your correspondence to the Revdex.com and pursuant to our phone conversation
After further investigation
in this matter we found that the driver advised you that it was not necessary for you to assist in the unloading; this was confirmed in my conversation with youYou indicated that by your own decision (although the driver instructed you otherwise) you continued assisting in an effort to speed up the process
While you made the decision to assist in the unloading process; please know that National Van Lines does not condone our customer's assisting in the loading or unloading of their household goodsIn an effort to resolve this matter, National Van Lines will offer you $for the assistance in the unloading process
If this offer is acceptable please let me know and I will process payment to you
Sincerely,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite
Chicago, IL XXXXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept the response from the business because although the driver did tell us at the beginning of the day that we were to let the movers know where the items went in the house and to check off the numbers associated with the items and not do any manual labor, it became VERY clear in the beginning that if we did not take the initiative to help the one yr old "mover" who was taking the items from the driveway into the proper places within our house, it might not have gotten done that dayWe did not help just to "speed up the process" as portrayed by Nat'l Van LinesAs it was, and with our help , the so called "movers" were at our residence for over hrsand the way they treated our possessions made us realize that if we took on the role of "mover" we could ensure our things were treated properly! The "moving crew" were exhausted and ready to leave after hrs, so I can only imagine what would have happened if we hadn't taken the initiative to help get our items into our home! Also, at the end of the day, the driver did thank us for helping as his sciatica was acting up and when the "moving crew" left, the driver was still setting up our beds
Yes, Nat'l Van Lines offered us $for "assisting" in our moving process, funny that out of an over $14,move, where we weren't supposed to lift a finger, they were willing to give us $(2.1% of moving total)How generous, we pay over $14,for our move and at the move-in, we get to do the manual labor AND get paid $eachSuch a deal! We had no idea that a national moving company would not have "professional movers" on the other end of the move to take care of their customerEspecially if you have "National" in your moving company's name! This does not say much for the "National" moving companyWe hope to never have to move again, but if something changes and we do move it will NOT be with National Van Lines!
Final Business Response /* (4000, 9, 2014/09/19) */
September 18,
National Reference# XXXXXX
Revdex.com Case #: XXXXXXXX
This letter is in response to your supplemental letter to the Revdex.com
National's offer was not based on a percentage of the total chargesAs we discussed we offered to pay you the average helper rate of $and in an effort to resolve this matter I would increase to rate to $an hours for hours for a total of $
National Van Lines feels that the offer we have extended is fair and reasonableIf this offer is acceptable please let me know and I will process the payment to youShould you like to discuss this matter further, you can reach me at XXX-XXX-XXXX
Sincerely,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite
Chicago, IL 60611-
Final Consumer Response /* (4200, 11, 2014/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have already declined your offer of dollarsAgain, as expressed earlier, I will sleep a lot better at night knowing I could not be bought off for a measly bucks..for that amount of money,we would prefer instead to leave the complaint out there for others to see
Initial Business Response /* (1000, 5, 2014/06/19) */
Revdex.com CASE# XXXXXXXX
NVL B/L# XXXXXX
Customer - *** ***
Mr*** had a non-binding estimateThis type of estimate is billed based on the actual weight of the shipmentThe customer is expected to pay for the actual weight that
is transported
We are confident our sales representative did to the best of his ability attempt to accurately estimate the items stacked in Mr*** storage unitsHowever the actual weight of the shipment was more than estimatedIn the moving business items stack in a storage unit is challenging estimating conditions
Mr*** balance due amount is 2,As a goodwill gesture National Van Lines is offering to consider the balance paid in full for a single payment of 1,In return Mr*** will agree to dismiss this action and not file actions in the future regarding this issue
Please let us know if Mr*** is in concurrence with this resolution
If you have any questions please communicate
Sincerely,
*** ** ***
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
***@nationalvanlines.com
Initial Consumer Rebuttal /* (3000, 7, 2014/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr*** response is completely inadequate and does not even begin to address the initial grievances that we have brought before themAs stated previously, we have been lied to by their estimator who 1) did not perform the functions of his job properly; 2) grossly miscalculated the weight of the storage unit, despite his "extensive years" of experience and my son's efforts to thoroughly educate him about the contents of our storage units; and 3) he did not deliver to me a contract for service that plainly stated the price for serviceAny reasonable person would have ascertained that this initial price delivered to us would be the price we would be paying for said moving servicesThe estimator had numerous opportunities to deliver a contract stating the stipulations behind the generation of a final moving price, but nothing was delivered to usThe fact that National Moving Lines, their estimator, and customer service staff delivered both a moving truck and moving personnel without a signed contract show negligence on the part of multiple individuals within their companyDue to these gross errors on the part of so many individuals within that company, we continue to strongly believe that ineptitude on their part, from estimating to delivery, should not fall on the burden of the customer
Our original desired resolution remains unchangedWe desire to see National Moving Lines acknowledge that their estimator made a mistake, not only in underestimating the weight of the load but also in falsely representing the verasity of the statements of his direct competitionWe are also confused as to why National Moving Lines has yet to produce a signed contract stating we agreed to the price and stipulations given to us by their estimatorYet we know that such a document cannot be produced because we were never offered, delivered, or produced such a documentWe have paid National Moving Lines roughly $4,and believe this is more than sufficient considering the circumstances from the estimating process to our possessions being held hostage until we paid additional moniesWe are willing to drop this complaint, in its entirety, when National Moving Lines is willing to accept the monies they have already received for the services rendered
I have attached to this response the original determination of moving services delivered to me from ***, the estimator at National Moving LinesThis is the only document we received from National Moving Lines and was the document the estimator "guaranteed" would comprise all of the services and costs of the move
Final Business Response /* (4000, 9, 2014/06/30) */
Here is the response that was just sent:
Mr*** had a non-binding estimateHe attached a copy of the estimate he received from his salesman to this complaintIt is evident he did receive the estimated cost document because it was attachedThere is no way to know the final charges until the shipment has been weighedTherefore at this stage of the moving process for a non-binding estimate, the document Mr*** attached is the only document availableA copy of the same document is attached to this response and the section that explains the stipulations behind the final moving price of a non-binding estimate has been highlightedIt outlines the customer's charges will be billed based on the actual weight of the shipment transported
A copy of the signed bill of lading is also attachedIt is signed by the customer and the driver confirming deliveryIt also has the actual weight of the shipment and the charges (after the shipment has been weighed)Hypothetically if a customer has a binding (as opposed to a non-binding) estimate there would be no balance due amount (as Mr*** has requested) because the estimated price would be binding regardless of what the shipment weighedHowever Mr*** had a non-binding estimate
As a way to alleviate the weight/price differential National Van Lines offer as a goodwill gesture is still open, to accept $1,as a final paymentOtherwise it is National Van Lines position that the 2,balance is due
If you have any questions please contact me
Sincerely,
*** ** ***
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
***@nationalvanlines.com
Final Consumer Response /* (4200, 11, 2014/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am going to explain in chronological order why we feel that National Van Lines has violated the terms of the contract
1) The sales representative *** *** miscalculated the total weight of our contents by poundsI could see being a few hundred pounds off, but not over two tonsI gave *** ample opportunity to revise his estimate, but he assured me that his estimate would be the most accurateI had three other major moving companies give me estimates, and all of them were within pounds of the actual weightHe also failed to explain to us that the contract was written on a non-binding estimate which would make us liable for any mistakes made by National Van LinesHe also did not have me sign any paper work saying that I agreed to those terms
2) When the truck arrived at the storage facility where we had our items stored, they took an excessive amount of time to load the contentsThe owners of the storage units told me that they have NEVER in all the years they have run this facility, seen it take that long to load a truckIn their own words " I think something fishy is going on here." After unpacking our items in Iowa, I find that we are missing over $worth of propaneIf it is not legal to transport those items, then they should have let us know, because my son was there the whole time they were loading and could have taken the propane home with him
3) Next, the custom packing (what a joke)They took items that we had already packed into boxes, out of those boxes and put them into their own boxesThe reason I know this is, we had pots and pans with lids all packed into a *** box with wrapping paperThey transferred those items into one of their boxes marked "wist watches" which indicated to me that they reused a box from a previous moveSo why did they unpack a perfectly good box and move it to one of their own? Now the best part, my wife has a peacock lamp (worth $700) which is quite large and very fragileThey made a make shift container out of a couple boxes, put the lamp inside, stuck some loose paper around it and put hoses for the washing machine in the box with itThe hoses broke many pieces off the lamp, which should have been packed with bubble and paper
4) After the load was weighed and the truck was on the road, we then received an e-mail from *** *** stating that the load had come in at pounds, not even close to the pounds that *** *** has told usShe told us that the new contract price was now $not $that we originally agreed uponSo I asked *** what could we do now since our things are basically being held hostage on their truckShe told me to get the items off the truck, we would have to pay the original contract price of $plus 10%So when the truck arrived at the house I paid the driver $
5) I am so glad that we packed our own items, especially the fragile thingsThe people that National hired to unload the truck probably had a combined IQ of They put the things marked SUPER FRAGILE on the bottom and placed boxes of books, some three high, marked SUPER HEAVY on top of themLike I said, I am glad that we packed our own things, because if National would have done it, we would have boxes of broken china
This entire move has been a total nightmareI feel that we were lied to by *** *** trying to pull the old bait and switch routineI will not pay ANY additional monies to National Van Lines, PERIOD!
Initial Business Response /* (1000, 8, 2015/05/04) */
*** 4,
National Reference#: XXXXXX
Revdex.com Case #: XXXXXXXX
This letter is in response to your correspondence to the Revdex.comI would like to extend our sincere apology that the servicing of your relocation
by National Van Lines has given you cause for concern
After a review of your file, I find that your claim has been settled appropriatelyAccording to our records your shipment moved under National Van Lines Full Value Protection Coverage for a declared value of $70,with a $1,deductibleThe Full Value Protection Coverage that she elected for her move provides for the lesser of the repair or repair estimate, the carrier's replacement cost/value, or the amount claimed, at our option, for documented, identified, and confirmed transit damage or lossThe burden of proof of carrier liability, including proof of tender, damage or loss, and support of age and values claimed is your responsibilityThis coverage does not extend to betterment, or to sentimental or other intangible valuesThis coverage is not to be construed as 'insurance'
Moving time is very disruptive to the routines of daily livingNational Van Lines recognizes this and that awareness is what drives us to do our best in keeping disruptions down to a minimum and making the process of relocation run as smooth as possibleUnfortunately, there are occurrences in the moving process that are beyond our controlOne such occurrence is the occasional misplacement or mysterious disappearance of something of value which often leads to an accusation of theft generally directed at those involved in the moving process
Due to the fact that there is no proof that the allegedly missing items were tendered for transport or were declared on the High Value Inventory or were noted as missing at the time of delivery, National Van Lines cannot accept liability for these items
As for the claimed damaged items National allowed you the claimed amount of $The settlement offer was applied toward the $1,deductible
As we have reached an impasse in the claim settlement you can have an independent third party review this matter; the program is available at a cost of $to youThe AMSA can be contacted at *** *** Street, ***, ** XXXXX or via the internet at www.***.org
I do apologize that we could not settle your clams as requested but do hope you understand our position in this matter
Sincerely,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite ***
Chicago, IL XXXXX-XXXX
Initial Business Response /* (1000, 5, 2014/06/13) */
June 13,
National Reference#: XXXXXX
Revdex.com Case #: XXXXXXXX
This letter is in response to your correspondence to the Revdex.comI would like to extend our sincere apology that the servicing of your
relocation by National Van Lines has given you cause for concern
We also started a trace for the items you have reported as missingThe trace process takes - days, because we will be contacting all parties that were involved with your shipment as well as any co-shippers that were on the same trailerWe will contact you once the trace has been concluded
I have attached a claim form for your useOnce the claim is received in our office we will proceed accordingly
Again, I sincerely apologize for the dissatisfaction and inconvenience that you endured as a result of your relocation
Sincerely,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite ***
Chicago, IL 60611-
Initial Consumer Rebuttal /* (3000, 7, 2014/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfiedI will not be satisfied until you either 1) reimburse me for my missing items or 2) Find my items and deliver them to me
I paid your company an enormous amount of money to "move my memories" as your business puts itWell, unless you consider "moving my memories" to be losing my belongings so that they are in fact a memory, your motto is BSI hope other people will not be fooled by your company and think that choosing your company to move their belongings is a good ideaHow you managed to get an A+ rating with the Revdex.com is a mystery
Your claim form is garbage because the paperwork I received as "inventory" of my things is a third copy and I can hardly read itI will fill it out and send it in and wait for a responseWhy does it take 30-days for you to trace my belongings when I went from point A to point B?
Final Business Response /* (4000, 13, 2014/07/09) */
July 9,
National Reference#: XXXXXX
Revdex.com Case #: XXXXXXXX
This letter is in response to your supplemental filing to the Revdex.com
The deductible applies to the damaged items; it does not apply to confirmed/documented missing itemsOnce we receive your claim we will start the claim process
Sincerely,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite
Chicago, IL 60611-
Final Consumer Response /* (4200, 11, 2014/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Which is it? Applies or does not apply?
Consumer Response /* (4200, 19, 2014/08/12) */
I finally got my "payoff" that doesn't include being reimbursed for all of my business clothes that were "lost"You didn't pay for those because they weren't listed as missing on the BOL? I didn't report it when my things were unloaded because I never saw the drivers copy of the BOL until the end when he hurried me to sign itI was never given the opportunity to notice a tote missing until I started unpackingRidiculousI hope anyone who reads this thinks twice about hiring your company
Contact Name and Title: *** *** - Director,
Contact Phone: *** ***
Contact Email: ***.***@nationalvanlines.com
Shuttles are sometimes required in order to safely deliver a shipment without damage to property, the shipments on board and the tractor/trailerDrivers
prefer not to perform shuttles because it is twice the work but necessary for the aforementioned reasonsIf a customer refuses to authorize a shuttle the van line reserves the right to perform the shuttle without the customer's authorization and bill/collect for the serviceThis customer was informed ahead of time a shuttle would be required for their deliver locationHowever they adamantly refused to authorize the service
When the term "driver discretion" is used it does not place blame on the driverIt means it is the driver's judgment if a shuttle is requiredNo one can make that decision but the driver who is an experienced professionalThe reason for this is if he/she attempts delivery without a shuttle and there are complications, he/she is 100% responsible for any financial liabilityIncidentally, the necessity of a shuttle was also confirmed by a local moving company who is familiar with the customer's apartment complex
Charges for shuttle service is in addition to the original moving contractThe reason, it usually is an unforeseen circumstanceIt is National Van Line position it was unfortunate a shuttle was required for this customer's delivery, however the service was performed and it is a billable item to the customer
If you have any questions please contact me
*** *** - Director, Credit and Collections
National Van Lines
Direct - *** ***
***.***@nationalvanlines.com
New Roman","serif"">We are unable to locate any record of a move by National Van lines in our system. If you can provide more specifics, such as copies of any shipping document or bill of lading number we will research this matter further. Without further information, we are unable to respond. We are look forward to hearing from youSincerely,
*** ***
Director of Claims
Initial Business Response / [redacted] (1000, 5, 2014/06/05) */ Revdex.com Case# XXXXXXXX Complaint filed by: [redacted] To Whom It May Concern: This is a response to the above mentioned complaint Mr [redacted] initial non-binding estimate was for 16,643lbs at an estimated cost of 7,A non-binding estimate means the shipment will be billed based on the actual weight of the shipmentThe actual weight of Mr [redacted] shipment was 10,060lbs for 5,(which included for packing)The difference between the estimated charges and the actual charges decreased by 1,According to the email attached to the complaint it appears MrKuney the National Van Lines salesman decided to let the weight of the shipment dictate the final charges instead of extending it days Our shipments are billed by a billing module in accordance with our published tariffThe rate does change at price points based on the weightIn other words the rate would be different for a shipment that weighs 10K pounds as compared to a shipment that is 16K pounds Their Mr [redacted] did change agencies, however he moved to an agency that is still within the National Van Lines (NVL) agent networkOnce the shipment is registered with National Van Lines from either agency it becomes a NVL shipmentThis means the identical tariff and move management team is used If you have any further question please contact me Sincerely [redacted] Director, Credit and Collections Voice: XXX XXX-XXXX Fax: XXXXXX-XXXX [redacted] @nationalvanlines.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr [redacted] did NOT let "the weight of the shipment dictate the final charges." He decided to not give a new estimate because he felt "it was better to not list a new estimate on weight as to the lighter weight may cause the driver to not show up early to load." Here is his response to his original quote and in regards to locking in the price for another ""From: " [redacted] Date: February 17, at 12:37:PM PST To: "' [redacted] '" Subject: RE: SPAMRe: Moving ***, There should not be any changesNormally the rates change the second week of the new yearSo I do not really expect any pricing changeSo after the days I will just redue and lock in for antoerh if needed" So Mr [redacted] was incorrect with his assumption as to why Mr [redacted] did not give us a quote To this day I still have not been provided with a final invoice as to the final charge that was put on my Credit Card The explanation that I have been given is that the rates have increased in ***Not that ..."Our shipments are billed by a billing module in accordance with our published tariffThe rate does change at price points based on the weightIn other words the rate would be different for a shipment that weighs 10K pounds as compared to a shipment that is 16K pounds." And if rates did increase, I should have been notified When a customer asks for a quote, is it not customary to provide them with one? As far as the packing charges (Which I still have not been provided with a final invoice) why was I being charged for "unpacking" when there was noneAlso, why are there two different amounts for packing on the two previous quotes on the same items? Should they not be the same? We, the customers, should have been notified of any "published tariff" changes in regards to weightThat is why I had Mr [redacted] come to the house to reevaluateHe made the choice to not provide us with a current rateNot our lack of communication Final Business Response / [redacted] (4000, 10, 2014/06/09) */ Revdex.com Case# XXXXXXXX National Van Lines Bill of Lading# XXXXXX [redacted] To Whom It [redacted] Concern: Mr [redacted] stated he did not think there would be a rate change and there was not a changeMr [redacted] was billed based on the actual weight and services performed on his shipmentThis was accomplished by using a billing module in accordance with our published tariffWe are precluded by law not to bill more/less or collect more/less than our lawful tariff charges I checked with [redacted] of our customer service department and Mr [redacted] salesperson (Mr [redacted] and was informed neither stated to the customer the TV carton charge would not be invoiced When the first complaint was answered I inadvertently did not make an adjustment to the charges for unpackingThe total transportation charges are 5,instead of 5,(see the attached invoice and Estimated Cost for Services/ Order For Service), this amount is less the estimated cost for unpacking As stated above Mr [redacted] total transportation charges are 5,(again, the amount for unpacking is deducted)He paid 5,when his shipment delivered which leaves a balance due National Van Lines of If you have more questions in this regard please do not hesitate to communicate Sincerely, [redacted] Director, Credit and Collections Voice: XXX XXX-XXXX Fax: XXXXXX-XXXX [redacted] @nationalvanlines.com Final Consumer Response / [redacted] (4200, 12, 2014/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) To Whom It [redacted] Concern: If a billing module was to be used, I should have been explained the difference in how it would be calculated depending upon how much items were soldThat is why I invited him to my house to reevaluate my personal belongingsHe took it upon himself to not issue a new quote for reasons I stated aboveIt would have been business appropiate for MrKuney to provide those "published tariff" for us to see and discuss In regards to Mr [redacted] conversations with [redacted] , I would like to know who was the individual that she spoke with at [redacted] the day my belongings were dropped offWhomever was the supervisor on that day was also present as he was helping her find a resolution to my request of having an updated invoice showing the $5,670.xxUnfrtunately for me none could be provided once again as it was the holidays and the individual she spoke to was not able to provide an invoice from his/her home The amount of $5,670.xx was not an amount I took upon myself to payThis was the amount [redacted] called me on and demanded payment forAgain, when I asked for an invoice to show for that amount it could not be provided for reasons above Sincerely, [redacted] XXX-XXX-XXXX
October 30, 2015National Reference#: 284464Revdex.com Case #: 94574782This letter is in response to your correspondence to the Revdex.com After a review of your file, I find that your claim has been settled appropriately The Full Value Protection Coverage that she elected for her move provides for the lesser of the repair or repair estimate, the carrier’s replacement cost/value, or the amount claimed, at our option, for documented, identified, and confirmed transit damage or lossThe burden of proof of carrier liability, including proof of tender, damage or loss, and support of age and values claimed is your responsibilityThis coverage does not extend to betterment, or to sentimental or other intangible values This coverage is not to be construed as ‘insurance’.Your claim for the damaged items were settled as outlined our settlement letters to you The settlement was based on the report that was submitted by the 3rd party repair firm Please note we have paid the maximum amount that is allowable without substantiation of value for the Sofa, Metal Shelves and Bed frame You can send support of value for further consideration Such verification can be in the form of original purchase receipts, insurance riders, signed statements from dealers, appraisals, etc Anything that would confirm the value claimed According to our records the Vases, Picture Frames, Dishes, Glass items and Purses were packed by owner Because National Van Lines cannot confirm that these items were packed properly nor can we confirm the condition of the claimed items prior to being tendered to National Van Lines National Van Lines cannot accept liability for the claimed damages As for the alleged missing items we must maintain our position of denial as there were no exceptions notation noted at the time of the delivery.As we have reached an impasse in the claim settlement you can have an independent third party review this matter; the program is available at a cost of $to you The AMSA can be contacted at Duke Street, Alexandria, VA or via the internet at www.moving.org In an effort to resolve this matter in lieu of arbitration, as a gesture of goodwill, National Van Lines is would like to offer an additional settlement of $1,000, this will bring your claim settlement total to $4, If this is acceptable please contact me directly and I will process payment to you.I do apologize that we could not settle your clams as requested but do hope you understand our position in this matterSincerely,Teresa ***Director of Claims
As stated in my previous response we are not able to locate a move in our system for you I spoke with [redacted] Moving they were unable to locate a move based on the information you have provided We would like to resolve this matter for you, in order to do so we will need additional information Please send us copy of your paperwork or bill of lading number Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2014/10/27) */ National Reference#: XXXXXX Revdex.com Case #: XXXXXXXX This letter is in response to your filing with the Revdex.com I would like to apologize that the delivery of your shipment was latePlease know that we try to meet all delivery commitments, but occasionally this is not possibleNational's applicable Tariff states that National will reimburse for expenses that are incurred for lodging and one half of food expense up to a 50% of the line haul of transportation charges as result of the late delivery of the shipmentThe reimbursement is based on submission of receipts to document the expenses incurred and the filing of your claim within thirty days from deliveryThe Tariff provision is intended to reimburse for direct living costs incurred, it is not a penaltyWithout submission of receipts, we normally allow $per dayIn an effort to resolve this matter, National allowed you $a day without receipts for the day delay this was deducted from the transportation charges In regards to the invoice for the $unpacking charge, as a gesture of goodwill we have issued a creditWe do apologize that we cannot honor your request for a full refund of the transportation charges, however if you have receipts for expenses that were incurred you can submit them for review and consideration Should you have any additional questions or concerns, you can reach me at XXX-XXX-XXXX Sincerely, [redacted] Director of Claims Cc: Ms [redacted] Revdex.com N Wabash Avenue, Suite [redacted] Chicago, IL XXXXX-XXXX
Initial Business Response / [redacted] (1000, 5, 2014/06/19) */ Revdex.com CASE# XXXXXXXX NVL B/L# XXXXXX Customer - [redacted] Mr [redacted] had a non-binding estimateThis type of estimate is billed based on the actual weight of the shipmentThe customer is expected to pay for the actual weight that is transported We are confident our sales representative did to the best of his ability attempt to accurately estimate the items stacked in Mr [redacted] storage unitsHowever the actual weight of the shipment was more than estimatedIn the moving business items stack in a storage unit is challenging estimating conditions Mr [redacted] balance due amount is 2,As a goodwill gesture National Van Lines is offering to consider the balance paid in full for a single payment of 1,In return Mr [redacted] will agree to dismiss this action and not file actions in the future regarding this issue Please let us know if Mr [redacted] is in concurrence with this resolution If you have any questions please communicate Sincerely, [redacted] Director, Credit and Collections Voice: XXX XXX-XXXX Fax: XXXXXX-XXXX [redacted] @nationalvanlines.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr [redacted] response is completely inadequate and does not even begin to address the initial grievances that we have brought before themAs stated previously, we have been lied to by their estimator who 1) did not perform the functions of his job properly; 2) grossly miscalculated the weight of the storage unit, despite his "extensive years" of experience and my son's efforts to thoroughly educate him about the contents of our storage units; and 3) he did not deliver to me a contract for service that plainly stated the price for serviceAny reasonable person would have ascertained that this initial price delivered to us would be the price we would be paying for said moving servicesThe estimator had numerous opportunities to deliver a contract stating the stipulations behind the generation of a final moving price, but nothing was delivered to usThe fact that National Moving Lines, their estimator, and customer service staff delivered both a moving truck and moving personnel without a signed contract show negligence on the part of multiple individuals within their companyDue to these gross errors on the part of so many individuals within that company, we continue to strongly believe that ineptitude on their part, from estimating to delivery, should not fall on the burden of the customer Our original desired resolution remains unchangedWe desire to see National Moving Lines acknowledge that their estimator made a mistake, not only in underestimating the weight of the load but also in falsely representing the verasity of the statements of his direct competitionWe are also confused as to why National Moving Lines has yet to produce a signed contract stating we agreed to the price and stipulations given to us by their estimatorYet we know that such a document cannot be produced because we were never offered, delivered, or produced such a documentWe have paid National Moving Lines roughly $4,and believe this is more than sufficient considering the circumstances from the estimating process to our possessions being held hostage until we paid additional moniesWe are willing to drop this complaint, in its entirety, when National Moving Lines is willing to accept the monies they have already received for the services rendered I have attached to this response the original determination of moving services delivered to me from ***, the estimator at National Moving LinesThis is the only document we received from National Moving Lines and was the document the estimator "guaranteed" would comprise all of the services and costs of the move Final Business Response / [redacted] (4000, 9, 2014/06/30) */ Here is the response that was just sent: Mr [redacted] had a non-binding estimateHe attached a copy of the estimate he received from his salesman to this complaintIt is evident he did receive the estimated cost document because it was attachedThere is no way to know the final charges until the shipment has been weighedTherefore at this stage of the moving process for a non-binding estimate, the document Mr [redacted] attached is the only document availableA copy of the same document is attached to this response and the section that explains the stipulations behind the final moving price of a non-binding estimate has been highlightedIt outlines the customer's charges will be billed based on the actual weight of the shipment transported A copy of the signed bill of lading is also attachedIt is signed by the customer and the driver confirming deliveryIt also has the actual weight of the shipment and the charges (after the shipment has been weighed)Hypothetically if a customer has a binding (as opposed to a non-binding) estimate there would be no balance due amount (as Mr [redacted] has requested) because the estimated price would be binding regardless of what the shipment weighedHowever Mr [redacted] had a non-binding estimate As a way to alleviate the weight/price differential National Van Lines offer as a goodwill gesture is still open, to accept $1,as a final paymentOtherwise it is National Van Lines position that the 2,balance is due If you have any questions please contact me Sincerely, [redacted] Director, Credit and Collections Voice: XXX XXX-XXXX Fax: XXXXXX-XXXX [redacted] @nationalvanlines.com Final Consumer Response / [redacted] (4200, 11, 2014/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am going to explain in chronological order why we feel that National Van Lines has violated the terms of the contract 1) The sales representative [redacted] miscalculated the total weight of our contents by poundsI could see being a few hundred pounds off, but not over two tonsI gave [redacted] ample opportunity to revise his estimate, but he assured me that his estimate would be the most accurateI had three other major moving companies give me estimates, and all of them were within pounds of the actual weightHe also failed to explain to us that the contract was written on a non-binding estimate which would make us liable for any mistakes made by National Van LinesHe also did not have me sign any paper work saying that I agreed to those terms 2) When the truck arrived at the storage facility where we had our items stored, they took an excessive amount of time to load the contentsThe owners of the storage units told me that they have NEVER in all the years they have run this facility, seen it take that long to load a truckIn their own words " I think something fishy is going on here." After unpacking our items in Iowa, I find that we are missing over $worth of propaneIf it is not legal to transport those items, then they should have let us know, because my son was there the whole time they were loading and could have taken the propane home with him 3) Next, the custom packing (what a joke)They took items that we had already packed into boxes, out of those boxes and put them into their own boxesThe reason I know this is, we had pots and pans with lids all packed into a [redacted] box with wrapping paperThey transferred those items into one of their boxes marked "wist watches" which indicated to me that they reused a box from a previous moveSo why did they unpack a perfectly good box and move it to one of their own? Now the best part, my wife has a peacock lamp (worth $700) which is quite large and very fragileThey made a make shift container out of a couple boxes, put the lamp inside, stuck some loose paper around it and put hoses for the washing machine in the box with itThe hoses broke many pieces off the lamp, which should have been packed with bubble and paper 4) After the load was weighed and the truck was on the road, we then received an e-mail from [redacted] stating that the load had come in at pounds, not even close to the pounds that [redacted] has told usShe told us that the new contract price was now $not $that we originally agreed uponSo I asked [redacted] what could we do now since our things are basically being held hostage on their truckShe told me to get the items off the truck, we would have to pay the original contract price of $plus 10%So when the truck arrived at the house I paid the driver $ 5) I am so glad that we packed our own items, especially the fragile thingsThe people that National hired to unload the truck probably had a combined IQ of They put the things marked SUPER FRAGILE on the bottom and placed boxes of books, some three high, marked SUPER HEAVY on top of themLike I said, I am glad that we packed our own things, because if National would have done it, we would have boxes of broken china This entire move has been a total nightmareI feel that we were lied to by [redacted] trying to pull the old bait and switch routineI will not pay ANY additional monies to National Van Lines, PERIOD!
Initial Business Response / [redacted] (1000, 5, 2015/04/29) */ [redacted] 28, National Reference#: XXXXXX Revdex.com Case #: XXXXXXXX This letter is in response to your correspondence to the Revdex.com and pursuant to our phone conversation regard to the above referenced matter I wanted to respond and explain a little about the relationship between National Van Lines and its agentsNational Van Lines operates as a motor carrier of household goods in interstate commerce (state to state)National's only business is to transport the goods of people that are moving from one state to another [redacted] & [redacted] Incis an independently owned and operated company that represents National Van Lines in regards to Interstate shipmentsHowever, [redacted] & [redacted] Inc also operates within their local markets, providing local moving services under their own authorityAs discussed your storage agreement was with [redacted] and [redacted] Inc, not National Van LinesThe damage that occurred while in storage should be filed directly with Kearny Moving and Storage, Inc We regret that there were problems in regard to your moveIn order to proceed with your claim, we must have the claimed damage evaluatedIt is a common practice throughout the moving industry to engage an independent 3rd party repair firm to evaluate claimed damages to determine carrier liabilityI am hopeful that we will be able to resolve this matter amicably Sincerely, [redacted] Director of Claims Cc: Ms [redacted] Revdex.com N Wabash Avenue, Suite [redacted] Chicago, IL XXXXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) National Van lines seems to be sidestepping the issue, by trying to say that one of their agencies is independentWhere do we place blame for broken items, on the packer or the mover? It now seems that I have to follow claims against two different organizations? I expect National Van Lines (the umbrella organization) to decide who has the liability and take the lead in reconciling the situationIt seems like I had to take the lead to get anyone to do anything after my initial report of damageIn the meantime it has been two months since the late delivery of our household goodsI was informed today that a third party evaluator will visit on the 11th of May to take pictures etcThe package sent to National included and itemized list, accompanied by picturesI would like to hold this issue open until, I get some satisfaction Thank You timothy [redacted] Final Business Response / [redacted] (4000, 9, 2015/05/05) */ [redacted] 4, National Reference #: XXXXXX Revdex.com Case#: XXXXXXXX While your shipment was in storage your contract was with [redacted] & [redacted] Inc [redacted] & [redacted] has been sent a copy of your claimUpon receipt of the report from the Repair firm, we will determine liability According to our records the delivery spread window for your shipment was from 2/20/to 20/28/2015; your shipment delivered on 2/28/which was within the delivery spreadYour Statement of Claim was received in our office on April 10, We do apologize for the circumstances of your shipment Sincerely, [redacted] Director of Claims Cc: Ms [redacted] Revdex.com N Wabash Avenue, Suite [redacted] Chicago, IL XXXXX-XXXX
Initial Business Response /* (1000, 5, 2014/09/26) */
This customer had a non-binding estimate (that she electronically signed)This type of estimate is billed based on the actual weight and services performedInterstate carriers are precluded by federal regulation not to bill or collect
more or less than their lawful tariff chargesI was informed by the NVL sales representative who took the customer's order that the customer understood the type of estimate she receivedHe went on to advise he does not write binding estimates for shipments that have not had a visual survey performed/are coming out of a self-storage unit (In this situation both conditions were present)
Invoicing customers is within the guideline of federal regulationsWhen a shipment delivers for the estimate amount plus 10% (as this customer's shipment did) the balance is billed and due to be paid days after the invoice date (invoice attached)
The customer's estimated weight was 6,980lbs and actual weight was 8,(based on weights from a certified weigh scale, weight tickets attached)Plus a 700lbweight additive for a canoe, for a total billed weight of 9,600lbsBecause the customer's actual weight was more than the estimated weight she was invoiced for the differenceFor this reason the customer's balance is due and owing
If you have an y questions please contact me
Sincerely,
*** ** ***
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
***@nationalvanlines.com
National Van Lines did not deliver my household goods on the date I was told by the driver They told me my invoice gave me the date but the problem was I never received an invoice Upon delivery more than half my items were missing, I was lied to by the driver and the van line representative about finding my items and where they were When they arrived (large furniture items and boxes) many items were damaged or still missing At that time I was told I'd receive cents on the pound for missing and damaged items as I had not bought additional insurance I was never told about additional insurance or what insurance the company carried I am very diappointed in the manner in which my items were delivered, lost, and damaged Care was not taken in the way they were packed within the truck, I had to do all the contacting to get anyone to communicate as to where my household was and now all I get is "fill out the forms" No, commuication as to how they'll replace items
Initial Business Response /* (1000, 5, 2014/08/14) */
I would like to apologize that the delivery of your shipment is latePlease know that National Van Lines tries to meet all delivery commitments, but occasionally this is not possibleAs discussed yesterday, National Van Lines will
reimburse you for 100% of your lodging expense and 50% of food expenses up to 1/of your total transportation line haul of $1,020.00, based on submission of receiptsOr in lieu of receipts, if you elect to stay in your home, National will allow you $a day without receiptsThe reimbursement will start the last day of the original delivery spread of 08/09/and will end the day prior to delivery
According to our records our customer service has been in contact with you regarding the delivery of your shipment
Again, we do apologize for any inconvenience you have endured in this matter
Sincerely,
*** ***
Director of Claim
Initial Business Response /* (1000, 5, 2014/08/20) */
National Reference#: XXXXXX
Revdex.com Case #: XXXXXXXX
This letter is in response to your correspondence to the Revdex.com
In reviewing your file I find that the items in question were delivered to a self-storage unit
National's care and custody ceases at the time of delivery, because we cannot control the environment or the handling that followsThe reassembly of the items that were delivered into storage is the customer's responsibility once the shipment is delivered out of storage
In regards to the missing items, according to our records, you signed each inventory pages without any documentation for any missing itemsThe highlighted box on the "household Goods Descriptive Inventory" above the signature line on each pages of the Inventory clearly states, "CUSTOMER PLEASE READBEFORE SIGNING THIS INVENTORY FOR THE RECEIPT OF YOUR GOODS, PLEASE ACCOMPANY THE DRIVER IN AN INSPECTION OF YOUR SHIPMENT AND YOUR RESIDENCETRANSIT DAMAGES MUST BE NOTED AT THE TIME OF DELIVERYLACK OF SUCH NOTATION COULD AFFECT CLAIM SETTLEMENT." In the absence of documented evidence, we cannot establish the loss now claimed to be the liability of National Van Lines therefore we cannot accept liability for the claimed missing items
We apologize for the delay in the delivery of your shipmentThe delay reimbursement was mailed to you in JulyThe claim for the items delivered to residence is under reviewPlease note the claim settlement will be based on the elected coverage for your move
If you dispute our findings, National Van Lines participates in an arbitration program which is sponsored by the American Moving & Storage Association (AMSA)If you wish, to have an independent third party review this matter, this program is available at a cost of $to youThe AMSA can be contacted at *** *** *** ***, ** XXXXX or via the internet at www.moving.org
While I regret that we could not settle your claim as requested, I do hope you understand our position
Sincerely,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite
Chicago, IL 60611-
Initial Consumer Rebuttal /* (3000, 7, 2014/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The premise that you (National Van Lines) is not responsible for assembling the items your employee (National Van Lines') took apart is beyond meIf you do not take responsibility of it the who is responsible? You had no hesitation taking over $The fact that you (National Van Lines) delivered to storage unit has nothing to do with itIt is locked since the day you deliver the items and items are still there untouched
As far as missing boxes and signing the document, I realize that now I shouldn't have paid youI thought if I hold my end of the bargain, so will National van linesOur relation does not and did not end as you mentioned we have had ongoing contact since the delivery
And, finally, I still need to get reimbursed for damaged book cases (x2)Is National Van lines not responsible for damaging them? As you can see it was noted in documentation
Final Business Response /* (4000, 9, 2014/08/28) */
This letter is in response to your supplemental correspondence to the Revdex.com
Your claim has been settled based on the elected coverage of your moveWe are maintaining our position in regards to the assembly and missing items
Again, if you dispute our findings, National Van Lines participates in an arbitration program which is sponsored by the American Moving & Storage Association (AMSA)If you wish, to have an independent third party review this matter, this program is available at a cost of $to youThe AMSA can be contacted at *** *** *** ***, ** XXXXX or via the internet at www.moving.org
While I regret that we could not settle your claim as requested, I do hope you understand our position
Sincerely,
*** ***
Director of Claims
Cc:
MsDiane Mendez
Revdex.com
N Wabash Avenue, Suite
Chicago, IL XXXXX-XXXX
Final Consumer Response /* (4200, 11, 2014/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The National Van lines sent me a $check and a letter describing their position documented here - "the claim is settled based on the elected coverage..." Therein lies the disputeThe claim is NOT settledHence the Revdex.com complaintThe National van line needs to do three things: Replace/reimburse for two broken book cases, Replace content of or reimburse us for lost boxes content Assemble the things National van lines disassembled
I would like to know :
If there is any openness to do any of above listed three item; or
To meet me half way; or
Is it just hard NO, and that National Van line does not take any responsibility for their actions
Initial Business Response /* (1000, 9, 2015/01/06) */
January 6,
National Reference# XXXXXX
Revdex.com Case #: XXXXXXXX
This letter is in response to your correspondence to the Revdex.comI would like to extend our sincere apology that the servicing of your
relocation by National Van Lines has given you cause for concern
I do not show a record of that National Van Lines was notified of your concerns regarding the repairs to the SofaWe have contacted the repair firm and ask that they reevaluate the repairs in an effort to resolve this matterPlease know that we will do our best to rectify this matter
If you have any further questions or concerns, you can contact me at XXX-XXX-XXXX
Sincerely,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite
Chicago, IL XXXXX-XXXX
Initial Consumer Rebuttal /* (3000, 11, 2015/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its very concerning to me that there is no record of our concerns regarding the repair given the fact that we called and spoke to our claims agent about it on multiple occasionsI remain very disappointed with the claims service at National Van linesI've unfortunately had to deal with claims on cross country moves before (with other van lines), and never had it be this frustrating or take this long
I'd be happy to have someone from the repairs place come out again and look at the couch to verify that it is still brokenHowever, considering the fact that it has been several months we have had to buy a new couch so that we have something to useWe do still have the broken couch pending resolution of this issuePlease have the repair company contact me so we can set up an appointment for them to come over
Final Business Response /* (4000, 13, 2015/01/07) */
January 7,
National Reference# XXXXXX
Revdex.com Case #: XXXXXXXX
This letter is in response to your supplement filing with the Revdex.com
We have contacted the repair firm; they will contact you within 24-hours to schedule the appointmentUpon receipt of their report, we will contact you with their findingsAgain, we will make every effort to resolve this matter fairly
Sincerely,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite
Chicago, IL XXXXX-XXXX
After a review of your file, I find that your
claim has been settled appropriately based on the documentation that surrounds
your relocation. Your claim was settled based on the report submitted by the independent 3rd party repair firm.
As we have
reached an impasse,
National Van Lines participates in an arbitration program
which is sponsored by the American Moving & Storage Association
(AMSA). If you wish, to have an
independent third party review this matter, this program is available at a cost
of $to you. The AMSA can be
contacted at Duke Street, Alexandria, VA or via the internet at www.moving.org. While I regret
that we could not settle your claim as requested, I do hope you understand our
position.Sincerely,Teresa BrownDirector of Claims
National Reference#:
Revdex.com Case #:
This letter is in response to your correspondence to the Revdex.com
Your claim is under reviewPlease note that consideration of fresh transit damage versus age, use, wear and tear,
pre-existing or old damage, inherent vice, climatic affect, or other causes, items moved, altered, discarded, or otherwise not presented for inspection in accordance with your Contract Terms and Conditions may be subject to denial
Our determination for your claim settlement will be based on an inspection and evaluation by *** *** an independent 3rd party repair firm
Sincerely,
Initial Business Response /* (1000, 5, 2014/02/10) */
We are in receipt of the above complaintWe are unable to locate any record of a move for you with National Van LinesIf you can provide more specifics, such as your bill of lading number, copies of any shipping documents we will
research this matter furtherWithout further information, we are unable to respondWe look forward to hearing from you
Sincerely,
*** ***
Director of Claims & Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2014/02/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the prompt responseThe case is Military claim bl# *** and Dawn Jurkovich was the adjuster assigned
Final Business Response /* (4000, 9, 2014/02/14) */
My name is *** *** VP and GM of National Claims Services, IncLet me first advise that while my department settles claims for both companies, that this customer's move was not done by National Van LinesThe mover was *** *** Inc - a different company
Secondly, my adjustor *** *** tried to work in good faith with this customer, but the customer had declined to provide photos or complete a basic statement about missing items not noted at deliveryOn January 30, the customer basically told us she was ending the negotiation process, and that she'd be filing with her insurance provider insteadHere is the exact text of her January email
I will work with *** to handle the remained of this claimMy initial requests were fair and reasonableTo be offered anything less is a shameAlso the statements that items were checked off - is not trueThe carrier noted broken and missing items on his sheets
This will be our last direct email; my USAA rep will work with your team in the future
Finally, there is a ready option built into the system, as this was a government move under a GBLThe customer at any time can forward on a line item basis to the Military Claims Office for resolutionShe was made aware of this early on
*** ***
VP & General Manager
National Claims Services, Inc
Final Consumer Response /* (4200, 11, 2014/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They sent an adjuster to my house to take photos
The adjustor said that our prices were below value and all should be settled quicklyThen I received a check in the mail for only $for a golf club saying all was settled
Therefore I reached out to the Revdex.com to settle the dispute and no longer wish to talk direct to a company that was not fair or honest with my claim
Initial Business Response /* (1000, 5, 2014/09/15) */
September 15,
National Reference# XXXXXX
Revdex.com Case #: XXXXXXXX
This letter is in response to your correspondence to the Revdex.com and pursuant to our phone conversation
After further investigation
in this matter we found that the driver advised you that it was not necessary for you to assist in the unloading; this was confirmed in my conversation with youYou indicated that by your own decision (although the driver instructed you otherwise) you continued assisting in an effort to speed up the process
While you made the decision to assist in the unloading process; please know that National Van Lines does not condone our customer's assisting in the loading or unloading of their household goodsIn an effort to resolve this matter, National Van Lines will offer you $for the assistance in the unloading process
If this offer is acceptable please let me know and I will process payment to you
Sincerely,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite
Chicago, IL XXXXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept the response from the business because although the driver did tell us at the beginning of the day that we were to let the movers know where the items went in the house and to check off the numbers associated with the items and not do any manual labor, it became VERY clear in the beginning that if we did not take the initiative to help the one yr old "mover" who was taking the items from the driveway into the proper places within our house, it might not have gotten done that dayWe did not help just to "speed up the process" as portrayed by Nat'l Van LinesAs it was, and with our help , the so called "movers" were at our residence for over hrsand the way they treated our possessions made us realize that if we took on the role of "mover" we could ensure our things were treated properly! The "moving crew" were exhausted and ready to leave after hrs, so I can only imagine what would have happened if we hadn't taken the initiative to help get our items into our home! Also, at the end of the day, the driver did thank us for helping as his sciatica was acting up and when the "moving crew" left, the driver was still setting up our beds
Yes, Nat'l Van Lines offered us $for "assisting" in our moving process, funny that out of an over $14,move, where we weren't supposed to lift a finger, they were willing to give us $(2.1% of moving total)How generous, we pay over $14,for our move and at the move-in, we get to do the manual labor AND get paid $eachSuch a deal! We had no idea that a national moving company would not have "professional movers" on the other end of the move to take care of their customerEspecially if you have "National" in your moving company's name! This does not say much for the "National" moving companyWe hope to never have to move again, but if something changes and we do move it will NOT be with National Van Lines!
Final Business Response /* (4000, 9, 2014/09/19) */
September 18,
National Reference# XXXXXX
Revdex.com Case #: XXXXXXXX
This letter is in response to your supplemental letter to the Revdex.com
National's offer was not based on a percentage of the total chargesAs we discussed we offered to pay you the average helper rate of $and in an effort to resolve this matter I would increase to rate to $an hours for hours for a total of $
National Van Lines feels that the offer we have extended is fair and reasonableIf this offer is acceptable please let me know and I will process the payment to youShould you like to discuss this matter further, you can reach me at XXX-XXX-XXXX
Sincerely,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite
Chicago, IL 60611-
Final Consumer Response /* (4200, 11, 2014/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have already declined your offer of dollarsAgain, as expressed earlier, I will sleep a lot better at night knowing I could not be bought off for a measly bucks..for that amount of money,we would prefer instead to leave the complaint out there for others to see
Initial Business Response /* (1000, 5, 2014/06/19) */
Revdex.com CASE# XXXXXXXX
NVL B/L# XXXXXX
Customer - *** ***
Mr*** had a non-binding estimateThis type of estimate is billed based on the actual weight of the shipmentThe customer is expected to pay for the actual weight that
is transported
We are confident our sales representative did to the best of his ability attempt to accurately estimate the items stacked in Mr*** storage unitsHowever the actual weight of the shipment was more than estimatedIn the moving business items stack in a storage unit is challenging estimating conditions
Mr*** balance due amount is 2,As a goodwill gesture National Van Lines is offering to consider the balance paid in full for a single payment of 1,In return Mr*** will agree to dismiss this action and not file actions in the future regarding this issue
Please let us know if Mr*** is in concurrence with this resolution
If you have any questions please communicate
Sincerely,
*** ** ***
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
***@nationalvanlines.com
Initial Consumer Rebuttal /* (3000, 7, 2014/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr*** response is completely inadequate and does not even begin to address the initial grievances that we have brought before themAs stated previously, we have been lied to by their estimator who 1) did not perform the functions of his job properly; 2) grossly miscalculated the weight of the storage unit, despite his "extensive years" of experience and my son's efforts to thoroughly educate him about the contents of our storage units; and 3) he did not deliver to me a contract for service that plainly stated the price for serviceAny reasonable person would have ascertained that this initial price delivered to us would be the price we would be paying for said moving servicesThe estimator had numerous opportunities to deliver a contract stating the stipulations behind the generation of a final moving price, but nothing was delivered to usThe fact that National Moving Lines, their estimator, and customer service staff delivered both a moving truck and moving personnel without a signed contract show negligence on the part of multiple individuals within their companyDue to these gross errors on the part of so many individuals within that company, we continue to strongly believe that ineptitude on their part, from estimating to delivery, should not fall on the burden of the customer
Our original desired resolution remains unchangedWe desire to see National Moving Lines acknowledge that their estimator made a mistake, not only in underestimating the weight of the load but also in falsely representing the verasity of the statements of his direct competitionWe are also confused as to why National Moving Lines has yet to produce a signed contract stating we agreed to the price and stipulations given to us by their estimatorYet we know that such a document cannot be produced because we were never offered, delivered, or produced such a documentWe have paid National Moving Lines roughly $4,and believe this is more than sufficient considering the circumstances from the estimating process to our possessions being held hostage until we paid additional moniesWe are willing to drop this complaint, in its entirety, when National Moving Lines is willing to accept the monies they have already received for the services rendered
I have attached to this response the original determination of moving services delivered to me from ***, the estimator at National Moving LinesThis is the only document we received from National Moving Lines and was the document the estimator "guaranteed" would comprise all of the services and costs of the move
Final Business Response /* (4000, 9, 2014/06/30) */
Here is the response that was just sent:
Mr*** had a non-binding estimateHe attached a copy of the estimate he received from his salesman to this complaintIt is evident he did receive the estimated cost document because it was attachedThere is no way to know the final charges until the shipment has been weighedTherefore at this stage of the moving process for a non-binding estimate, the document Mr*** attached is the only document availableA copy of the same document is attached to this response and the section that explains the stipulations behind the final moving price of a non-binding estimate has been highlightedIt outlines the customer's charges will be billed based on the actual weight of the shipment transported
A copy of the signed bill of lading is also attachedIt is signed by the customer and the driver confirming deliveryIt also has the actual weight of the shipment and the charges (after the shipment has been weighed)Hypothetically if a customer has a binding (as opposed to a non-binding) estimate there would be no balance due amount (as Mr*** has requested) because the estimated price would be binding regardless of what the shipment weighedHowever Mr*** had a non-binding estimate
As a way to alleviate the weight/price differential National Van Lines offer as a goodwill gesture is still open, to accept $1,as a final paymentOtherwise it is National Van Lines position that the 2,balance is due
If you have any questions please contact me
Sincerely,
*** ** ***
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
***@nationalvanlines.com
Final Consumer Response /* (4200, 11, 2014/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am going to explain in chronological order why we feel that National Van Lines has violated the terms of the contract
1) The sales representative *** *** miscalculated the total weight of our contents by poundsI could see being a few hundred pounds off, but not over two tonsI gave *** ample opportunity to revise his estimate, but he assured me that his estimate would be the most accurateI had three other major moving companies give me estimates, and all of them were within pounds of the actual weightHe also failed to explain to us that the contract was written on a non-binding estimate which would make us liable for any mistakes made by National Van LinesHe also did not have me sign any paper work saying that I agreed to those terms
2) When the truck arrived at the storage facility where we had our items stored, they took an excessive amount of time to load the contentsThe owners of the storage units told me that they have NEVER in all the years they have run this facility, seen it take that long to load a truckIn their own words " I think something fishy is going on here." After unpacking our items in Iowa, I find that we are missing over $worth of propaneIf it is not legal to transport those items, then they should have let us know, because my son was there the whole time they were loading and could have taken the propane home with him
3) Next, the custom packing (what a joke)They took items that we had already packed into boxes, out of those boxes and put them into their own boxesThe reason I know this is, we had pots and pans with lids all packed into a *** box with wrapping paperThey transferred those items into one of their boxes marked "wist watches" which indicated to me that they reused a box from a previous moveSo why did they unpack a perfectly good box and move it to one of their own? Now the best part, my wife has a peacock lamp (worth $700) which is quite large and very fragileThey made a make shift container out of a couple boxes, put the lamp inside, stuck some loose paper around it and put hoses for the washing machine in the box with itThe hoses broke many pieces off the lamp, which should have been packed with bubble and paper
4) After the load was weighed and the truck was on the road, we then received an e-mail from *** *** stating that the load had come in at pounds, not even close to the pounds that *** *** has told usShe told us that the new contract price was now $not $that we originally agreed uponSo I asked *** what could we do now since our things are basically being held hostage on their truckShe told me to get the items off the truck, we would have to pay the original contract price of $plus 10%So when the truck arrived at the house I paid the driver $
5) I am so glad that we packed our own items, especially the fragile thingsThe people that National hired to unload the truck probably had a combined IQ of They put the things marked SUPER FRAGILE on the bottom and placed boxes of books, some three high, marked SUPER HEAVY on top of themLike I said, I am glad that we packed our own things, because if National would have done it, we would have boxes of broken china
This entire move has been a total nightmareI feel that we were lied to by *** *** trying to pull the old bait and switch routineI will not pay ANY additional monies to National Van Lines, PERIOD!
Initial Business Response /* (1000, 8, 2015/05/04) */
*** 4,
National Reference#: XXXXXX
Revdex.com Case #: XXXXXXXX
This letter is in response to your correspondence to the Revdex.comI would like to extend our sincere apology that the servicing of your relocation
by National Van Lines has given you cause for concern
After a review of your file, I find that your claim has been settled appropriatelyAccording to our records your shipment moved under National Van Lines Full Value Protection Coverage for a declared value of $70,with a $1,deductibleThe Full Value Protection Coverage that she elected for her move provides for the lesser of the repair or repair estimate, the carrier's replacement cost/value, or the amount claimed, at our option, for documented, identified, and confirmed transit damage or lossThe burden of proof of carrier liability, including proof of tender, damage or loss, and support of age and values claimed is your responsibilityThis coverage does not extend to betterment, or to sentimental or other intangible valuesThis coverage is not to be construed as 'insurance'
Moving time is very disruptive to the routines of daily livingNational Van Lines recognizes this and that awareness is what drives us to do our best in keeping disruptions down to a minimum and making the process of relocation run as smooth as possibleUnfortunately, there are occurrences in the moving process that are beyond our controlOne such occurrence is the occasional misplacement or mysterious disappearance of something of value which often leads to an accusation of theft generally directed at those involved in the moving process
Due to the fact that there is no proof that the allegedly missing items were tendered for transport or were declared on the High Value Inventory or were noted as missing at the time of delivery, National Van Lines cannot accept liability for these items
As for the claimed damaged items National allowed you the claimed amount of $The settlement offer was applied toward the $1,deductible
As we have reached an impasse in the claim settlement you can have an independent third party review this matter; the program is available at a cost of $to youThe AMSA can be contacted at *** *** Street, ***, ** XXXXX or via the internet at www.***.org
I do apologize that we could not settle your clams as requested but do hope you understand our position in this matter
Sincerely,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite ***
Chicago, IL XXXXX-XXXX
Initial Business Response /* (1000, 5, 2014/06/13) */
June 13,
National Reference#: XXXXXX
Revdex.com Case #: XXXXXXXX
This letter is in response to your correspondence to the Revdex.comI would like to extend our sincere apology that the servicing of your
relocation by National Van Lines has given you cause for concern
We also started a trace for the items you have reported as missingThe trace process takes - days, because we will be contacting all parties that were involved with your shipment as well as any co-shippers that were on the same trailerWe will contact you once the trace has been concluded
I have attached a claim form for your useOnce the claim is received in our office we will proceed accordingly
Again, I sincerely apologize for the dissatisfaction and inconvenience that you endured as a result of your relocation
Sincerely,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite ***
Chicago, IL 60611-
Initial Consumer Rebuttal /* (3000, 7, 2014/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfiedI will not be satisfied until you either 1) reimburse me for my missing items or 2) Find my items and deliver them to me
I paid your company an enormous amount of money to "move my memories" as your business puts itWell, unless you consider "moving my memories" to be losing my belongings so that they are in fact a memory, your motto is BSI hope other people will not be fooled by your company and think that choosing your company to move their belongings is a good ideaHow you managed to get an A+ rating with the Revdex.com is a mystery
Your claim form is garbage because the paperwork I received as "inventory" of my things is a third copy and I can hardly read itI will fill it out and send it in and wait for a responseWhy does it take 30-days for you to trace my belongings when I went from point A to point B?
Final Business Response /* (4000, 13, 2014/07/09) */
July 9,
National Reference#: XXXXXX
Revdex.com Case #: XXXXXXXX
This letter is in response to your supplemental filing to the Revdex.com
The deductible applies to the damaged items; it does not apply to confirmed/documented missing itemsOnce we receive your claim we will start the claim process
Sincerely,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite
Chicago, IL 60611-
Final Consumer Response /* (4200, 11, 2014/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Which is it? Applies or does not apply?
Consumer Response /* (4200, 19, 2014/08/12) */
I finally got my "payoff" that doesn't include being reimbursed for all of my business clothes that were "lost"You didn't pay for those because they weren't listed as missing on the BOL? I didn't report it when my things were unloaded because I never saw the drivers copy of the BOL until the end when he hurried me to sign itI was never given the opportunity to notice a tote missing until I started unpackingRidiculousI hope anyone who reads this thinks twice about hiring your company
Contact Name and Title: *** *** - Director,
Contact Phone: *** ***
Contact Email: ***.***@nationalvanlines.com
Shuttles are sometimes required in order to safely deliver a shipment without damage to property, the shipments on board and the tractor/trailerDrivers
prefer not to perform shuttles because it is twice the work but necessary for the aforementioned reasonsIf a customer refuses to authorize a shuttle the van line reserves the right to perform the shuttle without the customer's authorization and bill/collect for the serviceThis customer was informed ahead of time a shuttle would be required for their deliver locationHowever they adamantly refused to authorize the service
When the term "driver discretion" is used it does not place blame on the driverIt means it is the driver's judgment if a shuttle is requiredNo one can make that decision but the driver who is an experienced professionalThe reason for this is if he/she attempts delivery without a shuttle and there are complications, he/she is 100% responsible for any financial liabilityIncidentally, the necessity of a shuttle was also confirmed by a local moving company who is familiar with the customer's apartment complex
Charges for shuttle service is in addition to the original moving contractThe reason, it usually is an unforeseen circumstanceIt is National Van Line position it was unfortunate a shuttle was required for this customer's delivery, however the service was performed and it is a billable item to the customer
If you have any questions please contact me
*** *** - Director, Credit and Collections
National Van Lines
Direct - *** ***
***.***@nationalvanlines.com
New Roman","serif"">We are unable to locate any record of a move by National Van lines in our system. If you can provide more specifics, such as copies of any shipping document or bill of lading number we will research this matter further. Without further information, we are unable to respond. We are look forward to hearing from youSincerely,
*** ***
Director of Claims