We used National Van Lines for a long distance move from SFlorida to NGeorgiaIt was a nightmareWe were asked if we'd like them to come a day ahead of pickup for prepWe thought they would be wrapping furniture with pads to save time on moving dayHah! They boxed up all our lamps and shades (crushing several)We found out later that this is "custom packing" and we were charged almost $1700! All items from houses were to be loaded on the truck in one day and all were to be delivered on one day within a weekThe driver picked up another load and didn't notice that we had households, so half of the items and furniture were not takenThey expected my husband to stay and wait another day, but he needed to get on the roadAfter several more hours, a smaller truck was sent to pick up the rest of the stuff, but they didn't have ramp, so a couple more hours went by before all was loaded upWhat a messThe goods were put into storage and it was another weeks before they were deliveredMany items were broken or scratched upOf course there really is no way to collect on the damagesWe just received another bill from them with and extra $dueThey should be paying us for the mess and breach of contract
The company has been unresponsive to the complaints summarized by our cover letter when filing a damage claim August 31:
This document serves as a background documentation of our experience with our move with your company in January This was by far the most stressful and disruptive move we have experienced compared to four previous moves with other carriers We were pleased with the estimation process, the two drivers and the loaders who packed the trucks at the origin The loaders involved with the unloading became progressively less interested in distributing boxes to their labeled destinations as the unload progressedWorst, by far, were the packers Their packing was capricious, inconsistent and in some cases laughably inappropriate, resulting in loss and breakage that was unnecessary and preventable They were not responsive to requests by either the shipper (us) or the drivers When told specifically pack to or not pack contents of furniture (e.g., drawer contents), the opposite would occur It became progressively more apparent that their primary purpose was to increase the number of boxes and volume of materials used: boxes were consistently closed incompletely filled, non-breakable items double boxed and extra materials used In one box, 19” of crushed paper were found in the base of the box – a box containing unbreakable items from the garage The driver estimated that the box count was inflated by roughly 1/and during the packing/loading process contacted the company to reduce the number we were to be charged for (see also below) (This was done without our knowledge until after the fact and reflects the degree to which the abuses were observable and flagrant.) When requests were made, they were met by hostility or ignored So that you can appreciate the degree to which the dysfunction was pervasive, we offer the following examples They are listed in no particular order and are by no means completeExamples:
An antique (family heirloom) brass lamp was packed unpadded in the base of a wardrobe box(photographed by the driver)
My wife’s cosmetics were lost for a time until they were discovered packed in mislabeled box along with a toilet brush and plunger (Retribution for requests made?)
The shipment contained a large collection of antique gumball machines and the packers were instructed that these must be packed upright and could not be placed on their sides Despite this request, several machines show signs of having been flat or inverted (product weights or other parts found loose inside the machine, which could only happen with inversion) In one case, an unwrapped machine was actually packed inside of a box upside down It was also requested that wooden machines not be lifted by their tops, but in cases the top have been lifted and partially separated from the body of the machine, in one case stripping the screws used to hold it in place, adversely impacting their collectable (market) valueMaterials that logically should be packed together were often separated For example, the power cord for a printer was packed in another, unrelated, box (opened days later) In some cases, items from more than one room or source were combined, making it difficult to find dispersed items when trying to reconstruct our home at our destination For example, food stuffs (from the kitchen) were found packed with antiques from the basementFurniture and other items were unnecessarily disassembled For example, an interior shelf from an antique (heirloom) chest was removed (likely with some effort) and has never been found Display boxes, that in past moves have been moved with contents intact, were emptied, sometimes damaged, and frequently dispersed(See representative images of damage and further explanation on “Patent Medicine packages” claim page.) Ironically, there were instances where loose items should have been removed or secured An example of a tobacco tin obviously containing patent medicines is shown in Figure 1, below When furniture was disassembled, parts were frequently separated making reassembly at the time of delivery impossible In the case of two display shelves, reassembly several days after delivery was hampered by the fact that we had not been present at the time of deconstruction, making the reassembly process long and difficult as we attempted to discern the correct sequence, parts and orientations In the instance of a butler’s serving cart, parts were sufficiently separated that even the origin was uncertain for over a day while the trucks were being unloadedDespite the packers being admonished about the age, rarity and fragility of many of the collectables that were a large part of this shipment, little respect was shown In some instances (e.g., collectable gum or advertising), small items were found on the floor at the end of the day – unpacked and at risk for damage or loss(A photo of some of those items collected at the end of the day is attached below – Figure 2.) A small glass and cardboard gum display (the only one known from the first commercial producer of chewing gum in the United States – Inventory #***), was packed with other heavier items on top Similarly, an early *** *** *** glass display jar (Inventory #***) was thinly padded, placed in the bottom of a box and heavier items packed above In both cases, damage or loss occurredItems that should have been emptied (e.g., marbles in a glass vase, liquid soap in a dispenser) were packed ‘as is,’ resulting in damage In one case, a kitchen deep fryer, the item was packed while full of cooking oil Because of how it was packed in the box, the lid fractured, spilling the oil on the contents of the box and leaking from the box The box was packed on top of a couch and furniture damage was only averted by the driver’s use of plastic wrapping on the couch when it was loaded on the truckAt the close of the loading, it was discovered that an entire kitchen cabinet had not been packed Further a small marble slab (part of an antique hall umbrella stand), that had been directly handed by the driver to a packer to be packed, was found hidden in a kitchen drawerItems to be left behind in the house (e.g., food for the Koi in the house’s pond) were shipped and had to be mailed backHaving a Koi pond at our old home (origin of the move), we had a number of containers (pots, ice cream containers, etc.) with rocks, stones and pebbles for pond plants, etc The mover and packers were repeatedly told to leave those behind and yet on arrival containers with rocks were found packed inside other boxes or otherwise shipped These containers varied in size from ice cream bucket to water pail Total weight of these was probably in excess of pounds (One was in the box with the inches of crushed paper noted above.)
The contents of the basement workshop were, in some cases, dumped unwrapped and unpadded into boxes Cases containing small drawers of screws, nails, nuts, bolts and washers were packed laying on their backs, resulting in the drawer’s contents spilling into an unusable amalgam of loose hardwareIn several instances, boxes containing inventory stickers were found packed inside other larger inventoried boxes – most certainly resulting in double billing for materials In one box, a large sheaf of unused packing paper was found and estimated by the local representative (*** *** * *** ***) to have weighed poundsGarbage generated by the packers was found in a number of boxes This varied from used tape cores to empty drink cans (from brands not purchased by the shipper) to partially eaten candy from the shipper’s kitchenFor our collections, we had an extensive number of shelving units used for display While many were initially tagged for shipment intact (without disassembly), they were eventually dismantled and jumbled separating matching sets and comingling others, making matching up the appropriate legs to shelves difficult and a continuing irritant None of the ‘furniture’ shelving units shipped were reassembled by the company at the delivery destination, as noted aboveDespite having seen everything removed from the trucks, clear and milk glass antique barber bottles have yet to be found These were displayed in a single location and should have been packed either in the same box or in boxes originating from the same room (dinning) The fate of these is unknown at this time (Cobalt barber bottles from the same room have been located and unpacked.)
While the most flagrant or greatest dollar loss items have been documented separately, the depth, breadth and pervasiveness of the abuses and failings by the packing team have resulted in overcharges, damage, loss and aggravation that could be as much a 1/the cost of the move The items separately documented in the attached exhibits, had a pre-move value of $13, (Not all items have a value assigned in the database.) Some of these items may be salvageable or restorable, but between the loss of value, the cost of restoration and the other issues documented above, we believe that it is reasonable to estimate our preventable moving losses at roughly $7,The claim filing was subsequently lost and it required multiple phone calls to obtain a response Shipper supplied requested documentation of valuation claimed, but ignored by National Van Lines The specific damage claim remains unresolved - there has been NO response to the larger concerns outlined above
To whom it may concern:
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We are in receipt of your letter in regards to the above reference We are unable to locate any record of a move by National Van lines for *** ***. 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 look forward to hearing from you.
Sincerely,
*** ***
Marketing Manager
As stated in my previous response we are not able to locate a move in our system for you. I spoke with *** 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,
*** ***
Initial Business Response /* (1000, 13, 2014/09/15) */
This claim or questions in this claim should not been directed against our company and I am asking it to be removed immediatelyI have explained to Ms*** *** prior both verbally and in email that we are only agents for ***
*** *** and the contract she signed to transport her household goods from *** to *** was with *** *** *** and not American Way Van & StorageWe had no part of moving her nor this situation she is claimingThe driver who transported her goods was a *** *** *** driver and not a driver who drove for American Way Van & StorageIf any agreement or discussion about the shuttle charges in question were discussed Ms*** *** has already stated was between her and the driver and our organization was no part of that discussion so therefore we can not be liable or accept a Revdex.com complaint on something we was not a party to nor can we never develop a resolve forThe company Ms*** *** should contact which I believe she has already done and should wait until they answer before filling a Revdex.com complaint is *** *** *** *** *** *** *** *** XXXXXPhone contact of XXX-XXX-XXXX and please ask for the claims departmentOnce again please remove this complaint from our organization immediately and direct Ms*** Berge to contact the company above she sign the contract with and paid them directly for a resolve
Initial Consumer Rebuttal /* (3000, 15, 2014/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The money and the move was with *** but I signed a contract with the above company and spoke to their organization regarding my move, dates, cost, weight of materials and the difficult move with my homeI was reassured with the above company since I had used them before that the move would be the ssame, yet when they turned over my move to *** it was a different storyThey are still held responsible since it ALL started with them
Final Consumer Response /* (3000, 30, 2014/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When the driver arrived and said there would be a need for a shuttle (even though I was reassured by *** *** 2x that there would definitely be NO need, since I used them before) still was untrueI feel taken and lited too because I told them to cancel me if a shuttle was going to be used and they said no need to cancel I guarantee no shuttleYou didnt need one before and you wont this timeI said okay the, believing what I was toldWhen *** the driver arrived he got on the phone with dispatchingI told him I would not pay for a shuttle and if I was going to be charged then I will cancel my load right nowThe driver and the dispatch manager and whomever said I WILL NOT BE CHARGED and to go ahead and proceed with the moveI asked *** the driver are you sure because I will NOT pay for a shuttleHe told me they said I would not be and even told me I bet they make me pay for itI had him sign the form as well that stated I will not be chargedWhen they arrived in ** with my move he held by things hostage until I paid for the shuttleI told him "you said I would not be charged and he responded "your right thats what they told me." Go ahead and pay because if you dont I cant release the load and then discuss it with the *** *** *** laterI am requesting the return on my shuttle money immediately-Thank you
Final Business Response /* (4000, 32, 2014/10/09) */
B/L XXXXXX
I spoke with the agency that wrote this customer's order and was informed they did not advise this customer a shuttle would not be necessaryThey went on to say they would never advise a customer of this because they are acutely aware the use of a shuttle is at the judgment of the driverThe reason a shuttle was not used when their shipment moved into residence is it was a local move and a smaller truck was usedI spoke with the driver and the *** *** *** dispatch department, both stated they did not inform the customer they would not have to pay for the shuttleA refund cannot be issued because a necessary service was performed
If you have any questions please contact me
*** ** ***
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
***@nationalvanlines.com
Initial Business Response /* (1000, 5, 2015/04/29) */
*** 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
*** *** & *** Incis an independently owned and operated company that represents National Van Lines in regards to Interstate shipmentsHowever, *** *** & *** Inc also operates within their local markets, providing local moving services under their own authorityAs discussed your storage agreement was with *** *** and *** 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,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite ***
Chicago, IL XXXXX-XXXX
Initial Consumer Rebuttal /* (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***
Final Business Response /* (4000, 9, 2015/05/05) */
*** 4,
National Reference #: XXXXXX
Revdex.com Case#: XXXXXXXX
While your shipment was in storage your contract was with *** *** & *** Inc*** *** & *** *** 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,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite ***
Chicago, IL XXXXX-XXXX
Initial Business Response /* (1000, 5, 2014/04/14) */
April 14,
National Reference# XXXXXX
Revdex.com Case #: XXXXXXXX
This letter is in response to your correspondence to the Revdex.com
After a review of your file in its entirety, I find that your claim has
been settled based on the selected coverage of your moveAccording to our records, you moved under the basic coverage option for valuationBased on the fact that no additional sum was either charged or paid for your relocation; I find that the claim has been adjudicated properlyUnder this option, the mover assumes liability for no more than cents per pound, per item this is for loss or damageLoss or damage claims are settled based on the pound weight of the article multiplied by centsThe weights are taken from the American Moving and Storage Association Joint Military/Industry Table of Weights and Depreciation Guide
As we have reached an impasse ** this matter, National Van Lines belongs to 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.hank you for allowing National Van Lines to service your relocation
Sincerely,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite ***
Chicago, IL XXXXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I should not have to pay a third party of to have a third party involved in this matterthis is a waste of money because this third party will most likely reside with national van linesso I am out of dollars plus the cost of the tool box that NATIONAL VAN LINES destroyed in there positionNational van lines rated my belongings of so if I did take the extra coverage according to the contract you would have rated my belongings to I sent into national van lines that receipt of what it would cost to replace of this boxhere is a multimillion dollar company that should step up and replace what they damaged not meits about customer service not how much money national vans lines can make
Final Business Response /* (4000, 9, 2014/04/16) */
April 16,
National Reference#: XXXXXX
Revdex.com Case #: XXXXXXXX
Dear Ms***
Attached is a copy of the Bill of Lading, please see page of which states the coverage for your move is not Insurance
Please contact me directly if you have any further questions or concerns regarding your claim or the Full Value Protection coverage
Sincerely,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite ***
Chicago, IL XXXXX-XXXX
Final Consumer Response /* (4200, 11, 2014/04/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is to mcComb
Initial Business Response /* (1000, 5, 2014/08/19) */
Mr*** had a written estimateFor this type of estimate customers are billed based on the weight and services providedI spoke with the National Van Lines agent who performed the estimate who advised their sales representative
stated he did not decline to look at Mr*** storage unitHe informed the customer that their charges will be based on the weight of their shipment and the services performed*lso the driver stated he never promised the customer a reduction of charges bases on service issuesDrivers do not have the authority to make this type of commitment with the customer not unless they are the owner of the agencyThe driver who handled Mr*** shipment is not the owner of the agency
It is National Van Lines position this customer is not due a refund
If you have any questions please contact me
Sincerely,
*** ** ***
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
***@nationalvanlines.com
Initial Consumer Rebuttal /* (3000, 7, 2014/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is wrong for a moving company to say they will arrive between 8-10am and arrive at 3:00pmNo call made or explanation given until my wife called them
It is wrong for a moving company to say your move will be delivered on a Saturday, and not show upNo call made or explanation given until I called themThen say we will be delivered tomorrow
It was wrong for *** *** to not look at the storage shed when doing estimateIt is also wrong for him to lie and say that he did not decline to look at the storage shedHe also said that we should not move items out of the storage shed because we were at minimum weight and that would not save us any moneyIt would have saved us a lot!
It was wrong for driver *** to lie and not admit that he told us we would not pay over the estimate because of all our service issuesWhen *** *** first called me with invoice amount, I even called ***He replied that he had no idea we were so much over and we would have to work out a compromise with *** *** He admitted to me even then that he had told us we would not be charged over the estimate
It was wrong for *** ***to say that the overage would be put into dispute, and then simply *** the overage with no further deliberation or discussion
Sadly, this dispute comes down to my word against theirs*re lie detectors an option in this case?
This company needs to learn that what employees say should be what happensWhen not, take care of the customer and work with them for any inconvenienceIf any employee does not have the authority or responsibility to say something, they should not say it
Final Business Response /* (4000, 9, 2014/08/25) */
Without confirmation from the driver or the agent sales person it is necessary for National Van Lines to base their findings/decision on the contract that was established between the customer and National Van LinesFor these reason National Van Lines maintains its position that a refund is not applicable
If you have any questions please advise
Sincerely
*** ***
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
***@nationalvanlines.com
Final Consumer Response /* (4200, 11, 2014/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why is confirmation from sales rep Nate ***and driver Noel not happening? *gain, I wonder if lie detector tests are in order? There has never been a denial from this company that the service issues of arriving late and telling us the wrong delivery date did occurIt is very sad that this company will not honor the verbal contracts of these employeesIt seems to me that arbitration is probably the next step in this dispute
Initial Business Response /* (1000, 5, 2014/02/07) */
***
The customer had a Customer Benefit Estimate for 15,(see attached copy of contract signed by the customer, "Estimated Cost for Services - Order for service")With this type of contract/ estimate if the price of the
actual weight and services is less than the estimated weight and service, the customer is charged the lesser amountHowever the customer cannot be charged more than the estimated amount if the actual charges are more than estimated
In the case of this customer the actual charges were less, therefore instead of issuing a final invoice of 15, which is the estimated amount, their final bill was 14,The customer made a 13,prepayment so the amount invoiced was (see attached invoice)
Packing services that was included in the original estimate was performed (see the attached Packing Report and Household Goods Descriptive Inventory signed by the customer)
It is National Van Lines position that the invoice amount billed is due
Please let us now if you have any further questions
Sincerely,
*** ** ***
Director, Credit and Collections
National Van Lines, Inc
Initial Consumer Rebuttal /* (3000, 7, 2014/02/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the $15K was an estimate based on weightThe amount we paid was AFTER weighing on a certified scale and was told to us to be the totalWe will not be bullied or extorted into paying for more than was movedI look forward to continuing the complaint and would like a representative from the Revdex.com to contact us to get the necessary documentation together
Final Business Response /* (4000, 9, 2014/02/19) */
***
B/L XXXXXX
Revdex.com Case # XXXXXXXX
It certainly is not National Van Lines intention to bully this customerWe are only asking to be paid for our lawful chargesWe are precluded by law not to bill or collect more or less than the charges outlined by our published tariff
Yes the 15,price was an estimate based on the estimated weight and services to be performedWith this type of estimate National Van Lines would not be able to charge more than 15,024.57(without a change order signed by the customer) even if the final audit indicated more weight was transported and services performedHowever this type of estimate affords the customer the benefit to pay less if the actual weight and services performed is less than the estimated amount (15,024.57)The charge after the final audit for this customer's shipment was 14,which mean the customer pays less than estimatedAs previous mentioned this customer prepaid 13,There are no shipping documents that indicate 13,is the final priceIt is National Van Lines position the invoice amount of (14,less prepayment 13,491.04) is due
Sincerely,
*** ** ***
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
***@nationalvanlines.com
Initial Business Response /* (1000, 5, 2014/06/05) */
Revdex.com Case# XXXXXXXX
Complaint filed by: *** ***
To Whom It May Concern:
This is a response to the above mentioned complaint
Mr*** 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*** 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*** 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
*** ** ***
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
***@nationalvanlines.com
Initial Consumer Rebuttal /* (3000, 7, 2014/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr *** 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: "*** *** Date: February 17, at 12:37:PM PST To: "'*** ***'" 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*** was incorrect with his assumption as to why Mr*** 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*** come to the house to reevaluateHe made the choice to not provide us with a current rateNot our lack of communication
Final Business Response /* (4000, 10, 2014/06/09) */
Revdex.com Case# XXXXXXXX
National Van Lines Bill of Lading# XXXXXX
*** ***
To Whom It *** Concern:
Mr*** stated he did not think there would be a rate change and there was not a changeMr*** 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 *** of our customer service department and Mr*** salesperson (Mr*** 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*** 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,
*** ** ***
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
***@nationalvanlines.com
Final Consumer Response /* (4200, 12, 2014/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To Whom It *** 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*** conversations with ***, I would like to know who was the individual that she spoke with at *** *** 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 *** 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,
*** ***
XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2015/07/30) */
This letter is in response to your correspondence to the Revdex.comI would like to apologize that the servicing of your shipment by National Van Lines has given you cause for concern
The estimated delivery date for
your shipment is scheduled for 8/4/which is within the agreed upon delivery window of 7/31/XXXX - X/5/We will continue to keep you updated
You can contact our office at XXX-XXX-XXXX with any further questions or concerns regarding you *** have
Sincerely,
***
Director or Claims
Initial Business Response /* (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,
*** ***
Director of Claims
Cc:
Ms***
Revdex.com
N Wabash Avenue, Suite ***
Chicago, IL XXXXX-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 $4,381.98. 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
We used National Van Lines for a long distance move from SFlorida to NGeorgiaIt was a nightmareWe were asked if we'd like them to come a day ahead of pickup for prepWe thought they would be wrapping furniture with pads to save time on moving dayHah! They boxed up all our lamps and shades (crushing several)We found out later that this is "custom packing" and we were charged almost $1700! All items from houses were to be loaded on the truck in one day and all were to be delivered on one day within a weekThe driver picked up another load and didn't notice that we had households, so half of the items and furniture were not takenThey expected my husband to stay and wait another day, but he needed to get on the roadAfter several more hours, a smaller truck was sent to pick up the rest of the stuff, but they didn't have ramp, so a couple more hours went by before all was loaded upWhat a messThe goods were put into storage and it was another weeks before they were deliveredMany items were broken or scratched upOf course there really is no way to collect on the damagesWe just received another bill from them with and extra $dueThey should be paying us for the mess and breach of contract
The company has been unresponsive to the complaints summarized by our cover letter when filing a damage claim August 31:
This document serves as a background documentation of our experience with our move with your company in January This was by far the most stressful and disruptive move we have experienced compared to four previous moves with other carriers We were pleased with the estimation process, the two drivers and the loaders who packed the trucks at the origin The loaders involved with the unloading became progressively less interested in distributing boxes to their labeled destinations as the unload progressedWorst, by far, were the packers Their packing was capricious, inconsistent and in some cases laughably inappropriate, resulting in loss and breakage that was unnecessary and preventable They were not responsive to requests by either the shipper (us) or the drivers When told specifically pack to or not pack contents of furniture (e.g., drawer contents), the opposite would occur It became progressively more apparent that their primary purpose was to increase the number of boxes and volume of materials used: boxes were consistently closed incompletely filled, non-breakable items double boxed and extra materials used In one box, 19” of crushed paper were found in the base of the box – a box containing unbreakable items from the garage The driver estimated that the box count was inflated by roughly 1/and during the packing/loading process contacted the company to reduce the number we were to be charged for (see also below) (This was done without our knowledge until after the fact and reflects the degree to which the abuses were observable and flagrant.) When requests were made, they were met by hostility or ignored So that you can appreciate the degree to which the dysfunction was pervasive, we offer the following examples They are listed in no particular order and are by no means completeExamples:
An antique (family heirloom) brass lamp was packed unpadded in the base of a wardrobe box(photographed by the driver)
My wife’s cosmetics were lost for a time until they were discovered packed in mislabeled box along with a toilet brush and plunger (Retribution for requests made?)
The shipment contained a large collection of antique gumball machines and the packers were instructed that these must be packed upright and could not be placed on their sides Despite this request, several machines show signs of having been flat or inverted (product weights or other parts found loose inside the machine, which could only happen with inversion) In one case, an unwrapped machine was actually packed inside of a box upside down It was also requested that wooden machines not be lifted by their tops, but in cases the top have been lifted and partially separated from the body of the machine, in one case stripping the screws used to hold it in place, adversely impacting their collectable (market) valueMaterials that logically should be packed together were often separated For example, the power cord for a printer was packed in another, unrelated, box (opened days later) In some cases, items from more than one room or source were combined, making it difficult to find dispersed items when trying to reconstruct our home at our destination For example, food stuffs (from the kitchen) were found packed with antiques from the basementFurniture and other items were unnecessarily disassembled For example, an interior shelf from an antique (heirloom) chest was removed (likely with some effort) and has never been found Display boxes, that in past moves have been moved with contents intact, were emptied, sometimes damaged, and frequently dispersed(See representative images of damage and further explanation on “Patent Medicine packages” claim page.) Ironically, there were instances where loose items should have been removed or secured An example of a tobacco tin obviously containing patent medicines is shown in Figure 1, below When furniture was disassembled, parts were frequently separated making reassembly at the time of delivery impossible In the case of two display shelves, reassembly several days after delivery was hampered by the fact that we had not been present at the time of deconstruction, making the reassembly process long and difficult as we attempted to discern the correct sequence, parts and orientations In the instance of a butler’s serving cart, parts were sufficiently separated that even the origin was uncertain for over a day while the trucks were being unloadedDespite the packers being admonished about the age, rarity and fragility of many of the collectables that were a large part of this shipment, little respect was shown In some instances (e.g., collectable gum or advertising), small items were found on the floor at the end of the day – unpacked and at risk for damage or loss(A photo of some of those items collected at the end of the day is attached below – Figure 2.) A small glass and cardboard gum display (the only one known from the first commercial producer of chewing gum in the United States – Inventory #***), was packed with other heavier items on top Similarly, an early *** *** *** glass display jar (Inventory #***) was thinly padded, placed in the bottom of a box and heavier items packed above In both cases, damage or loss occurredItems that should have been emptied (e.g., marbles in a glass vase, liquid soap in a dispenser) were packed ‘as is,’ resulting in damage In one case, a kitchen deep fryer, the item was packed while full of cooking oil Because of how it was packed in the box, the lid fractured, spilling the oil on the contents of the box and leaking from the box The box was packed on top of a couch and furniture damage was only averted by the driver’s use of plastic wrapping on the couch when it was loaded on the truckAt the close of the loading, it was discovered that an entire kitchen cabinet had not been packed Further a small marble slab (part of an antique hall umbrella stand), that had been directly handed by the driver to a packer to be packed, was found hidden in a kitchen drawerItems to be left behind in the house (e.g., food for the Koi in the house’s pond) were shipped and had to be mailed backHaving a Koi pond at our old home (origin of the move), we had a number of containers (pots, ice cream containers, etc.) with rocks, stones and pebbles for pond plants, etc The mover and packers were repeatedly told to leave those behind and yet on arrival containers with rocks were found packed inside other boxes or otherwise shipped These containers varied in size from ice cream bucket to water pail Total weight of these was probably in excess of pounds (One was in the box with the inches of crushed paper noted above.)
The contents of the basement workshop were, in some cases, dumped unwrapped and unpadded into boxes Cases containing small drawers of screws, nails, nuts, bolts and washers were packed laying on their backs, resulting in the drawer’s contents spilling into an unusable amalgam of loose hardwareIn several instances, boxes containing inventory stickers were found packed inside other larger inventoried boxes – most certainly resulting in double billing for materials In one box, a large sheaf of unused packing paper was found and estimated by the local representative (*** *** * *** ***) to have weighed poundsGarbage generated by the packers was found in a number of boxes This varied from used tape cores to empty drink cans (from brands not purchased by the shipper) to partially eaten candy from the shipper’s kitchenFor our collections, we had an extensive number of shelving units used for display While many were initially tagged for shipment intact (without disassembly), they were eventually dismantled and jumbled separating matching sets and comingling others, making matching up the appropriate legs to shelves difficult and a continuing irritant None of the ‘furniture’ shelving units shipped were reassembled by the company at the delivery destination, as noted aboveDespite having seen everything removed from the trucks, clear and milk glass antique barber bottles have yet to be found These were displayed in a single location and should have been packed either in the same box or in boxes originating from the same room (dinning) The fate of these is unknown at this time (Cobalt barber bottles from the same room have been located and unpacked.)
While the most flagrant or greatest dollar loss items have been documented separately, the depth, breadth and pervasiveness of the abuses and failings by the packing team have resulted in overcharges, damage, loss and aggravation that could be as much a 1/the cost of the move The items separately documented in the attached exhibits, had a pre-move value of $13, (Not all items have a value assigned in the database.) Some of these items may be salvageable or restorable, but between the loss of value, the cost of restoration and the other issues documented above, we believe that it is reasonable to estimate our preventable moving losses at roughly $7,The claim filing was subsequently lost and it required multiple phone calls to obtain a response Shipper supplied requested documentation of valuation claimed, but ignored by National Van Lines The specific damage claim remains unresolved - there has been NO response to the larger concerns outlined above
To whom it may concern:
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We are in receipt of your letter in regards to the above reference We are unable to locate any record of a move by National Van lines for *** ***. 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 look forward to hearing from you.
Sincerely,
*** ***
Marketing Manager
As stated in my previous response we are not able to locate a move in our system for you. I spoke with *** 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,
*** ***
Initial Business Response /* (1000, 13, 2014/09/15) */
This claim or questions in this claim should not been directed against our company and I am asking it to be removed immediatelyI have explained to Ms*** *** prior both verbally and in email that we are only agents for ***
*** *** and the contract she signed to transport her household goods from *** to *** was with *** *** *** and not American Way Van & StorageWe had no part of moving her nor this situation she is claimingThe driver who transported her goods was a *** *** *** driver and not a driver who drove for American Way Van & StorageIf any agreement or discussion about the shuttle charges in question were discussed Ms*** *** has already stated was between her and the driver and our organization was no part of that discussion so therefore we can not be liable or accept a Revdex.com complaint on something we was not a party to nor can we never develop a resolve forThe company Ms*** *** should contact which I believe she has already done and should wait until they answer before filling a Revdex.com complaint is *** *** *** *** *** *** *** *** XXXXXPhone contact of XXX-XXX-XXXX and please ask for the claims departmentOnce again please remove this complaint from our organization immediately and direct Ms*** Berge to contact the company above she sign the contract with and paid them directly for a resolve
Initial Consumer Rebuttal /* (3000, 15, 2014/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The money and the move was with *** but I signed a contract with the above company and spoke to their organization regarding my move, dates, cost, weight of materials and the difficult move with my homeI was reassured with the above company since I had used them before that the move would be the ssame, yet when they turned over my move to *** it was a different storyThey are still held responsible since it ALL started with them
Final Consumer Response /* (3000, 30, 2014/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When the driver arrived and said there would be a need for a shuttle (even though I was reassured by *** *** 2x that there would definitely be NO need, since I used them before) still was untrueI feel taken and lited too because I told them to cancel me if a shuttle was going to be used and they said no need to cancel I guarantee no shuttleYou didnt need one before and you wont this timeI said okay the, believing what I was toldWhen *** the driver arrived he got on the phone with dispatchingI told him I would not pay for a shuttle and if I was going to be charged then I will cancel my load right nowThe driver and the dispatch manager and whomever said I WILL NOT BE CHARGED and to go ahead and proceed with the moveI asked *** the driver are you sure because I will NOT pay for a shuttleHe told me they said I would not be and even told me I bet they make me pay for itI had him sign the form as well that stated I will not be chargedWhen they arrived in ** with my move he held by things hostage until I paid for the shuttleI told him "you said I would not be charged and he responded "your right thats what they told me." Go ahead and pay because if you dont I cant release the load and then discuss it with the *** *** *** laterI am requesting the return on my shuttle money immediately-Thank you
Final Business Response /* (4000, 32, 2014/10/09) */
B/L XXXXXX
I spoke with the agency that wrote this customer's order and was informed they did not advise this customer a shuttle would not be necessaryThey went on to say they would never advise a customer of this because they are acutely aware the use of a shuttle is at the judgment of the driverThe reason a shuttle was not used when their shipment moved into residence is it was a local move and a smaller truck was usedI spoke with the driver and the *** *** *** dispatch department, both stated they did not inform the customer they would not have to pay for the shuttleA refund cannot be issued because a necessary service was performed
If you have any questions please contact me
*** ** ***
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
***@nationalvanlines.com
Initial Business Response /* (1000, 5, 2015/04/29) */
*** 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
*** *** & *** Incis an independently owned and operated company that represents National Van Lines in regards to Interstate shipmentsHowever, *** *** & *** Inc also operates within their local markets, providing local moving services under their own authorityAs discussed your storage agreement was with *** *** and *** 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,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite ***
Chicago, IL XXXXX-XXXX
Initial Consumer Rebuttal /* (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***
Final Business Response /* (4000, 9, 2015/05/05) */
*** 4,
National Reference #: XXXXXX
Revdex.com Case#: XXXXXXXX
While your shipment was in storage your contract was with *** *** & *** Inc*** *** & *** *** 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,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite ***
Chicago, IL XXXXX-XXXX
Initial Business Response /* (1000, 5, 2014/04/14) */
April 14,
National Reference# XXXXXX
Revdex.com Case #: XXXXXXXX
This letter is in response to your correspondence to the Revdex.com
After a review of your file in its entirety, I find that your claim has
been settled based on the selected coverage of your moveAccording to our records, you moved under the basic coverage option for valuationBased on the fact that no additional sum was either charged or paid for your relocation; I find that the claim has been adjudicated properlyUnder this option, the mover assumes liability for no more than cents per pound, per item this is for loss or damageLoss or damage claims are settled based on the pound weight of the article multiplied by centsThe weights are taken from the American Moving and Storage Association Joint Military/Industry Table of Weights and Depreciation Guide
As we have reached an impasse ** this matter, National Van Lines belongs to 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.hank you for allowing National Van Lines to service your relocation
Sincerely,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite ***
Chicago, IL XXXXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I should not have to pay a third party of to have a third party involved in this matterthis is a waste of money because this third party will most likely reside with national van linesso I am out of dollars plus the cost of the tool box that NATIONAL VAN LINES destroyed in there positionNational van lines rated my belongings of so if I did take the extra coverage according to the contract you would have rated my belongings to I sent into national van lines that receipt of what it would cost to replace of this boxhere is a multimillion dollar company that should step up and replace what they damaged not meits about customer service not how much money national vans lines can make
Final Business Response /* (4000, 9, 2014/04/16) */
April 16,
National Reference#: XXXXXX
Revdex.com Case #: XXXXXXXX
Dear Ms***
Attached is a copy of the Bill of Lading, please see page of which states the coverage for your move is not Insurance
Please contact me directly if you have any further questions or concerns regarding your claim or the Full Value Protection coverage
Sincerely,
*** ***
Director of Claims
Cc:
Ms*** ***
Revdex.com
N Wabash Avenue, Suite ***
Chicago, IL XXXXX-XXXX
Final Consumer Response /* (4200, 11, 2014/04/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is to mcComb
Initial Business Response /* (1000, 5, 2014/08/19) */
Mr*** had a written estimateFor this type of estimate customers are billed based on the weight and services providedI spoke with the National Van Lines agent who performed the estimate who advised their sales representative
stated he did not decline to look at Mr*** storage unitHe informed the customer that their charges will be based on the weight of their shipment and the services performed*lso the driver stated he never promised the customer a reduction of charges bases on service issuesDrivers do not have the authority to make this type of commitment with the customer not unless they are the owner of the agencyThe driver who handled Mr*** shipment is not the owner of the agency
It is National Van Lines position this customer is not due a refund
If you have any questions please contact me
Sincerely,
*** ** ***
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
***@nationalvanlines.com
Initial Consumer Rebuttal /* (3000, 7, 2014/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is wrong for a moving company to say they will arrive between 8-10am and arrive at 3:00pmNo call made or explanation given until my wife called them
It is wrong for a moving company to say your move will be delivered on a Saturday, and not show upNo call made or explanation given until I called themThen say we will be delivered tomorrow
It was wrong for *** *** to not look at the storage shed when doing estimateIt is also wrong for him to lie and say that he did not decline to look at the storage shedHe also said that we should not move items out of the storage shed because we were at minimum weight and that would not save us any moneyIt would have saved us a lot!
It was wrong for driver *** to lie and not admit that he told us we would not pay over the estimate because of all our service issuesWhen *** *** first called me with invoice amount, I even called ***He replied that he had no idea we were so much over and we would have to work out a compromise with *** *** He admitted to me even then that he had told us we would not be charged over the estimate
It was wrong for *** ***to say that the overage would be put into dispute, and then simply *** the overage with no further deliberation or discussion
Sadly, this dispute comes down to my word against theirs*re lie detectors an option in this case?
This company needs to learn that what employees say should be what happensWhen not, take care of the customer and work with them for any inconvenienceIf any employee does not have the authority or responsibility to say something, they should not say it
Final Business Response /* (4000, 9, 2014/08/25) */
Without confirmation from the driver or the agent sales person it is necessary for National Van Lines to base their findings/decision on the contract that was established between the customer and National Van LinesFor these reason National Van Lines maintains its position that a refund is not applicable
If you have any questions please advise
Sincerely
*** ***
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
***@nationalvanlines.com
Final Consumer Response /* (4200, 11, 2014/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why is confirmation from sales rep Nate ***and driver Noel not happening? *gain, I wonder if lie detector tests are in order? There has never been a denial from this company that the service issues of arriving late and telling us the wrong delivery date did occurIt is very sad that this company will not honor the verbal contracts of these employeesIt seems to me that arbitration is probably the next step in this dispute
Initial Business Response /* (1000, 5, 2014/02/07) */
***
The customer had a Customer Benefit Estimate for 15,(see attached copy of contract signed by the customer, "Estimated Cost for Services - Order for service")With this type of contract/ estimate if the price of the
actual weight and services is less than the estimated weight and service, the customer is charged the lesser amountHowever the customer cannot be charged more than the estimated amount if the actual charges are more than estimated
In the case of this customer the actual charges were less, therefore instead of issuing a final invoice of 15, which is the estimated amount, their final bill was 14,The customer made a 13,prepayment so the amount invoiced was (see attached invoice)
Packing services that was included in the original estimate was performed (see the attached Packing Report and Household Goods Descriptive Inventory signed by the customer)
It is National Van Lines position that the invoice amount billed is due
Please let us now if you have any further questions
Sincerely,
*** ** ***
Director, Credit and Collections
National Van Lines, Inc
Initial Consumer Rebuttal /* (3000, 7, 2014/02/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the $15K was an estimate based on weightThe amount we paid was AFTER weighing on a certified scale and was told to us to be the totalWe will not be bullied or extorted into paying for more than was movedI look forward to continuing the complaint and would like a representative from the Revdex.com to contact us to get the necessary documentation together
Final Business Response /* (4000, 9, 2014/02/19) */
***
B/L XXXXXX
Revdex.com Case # XXXXXXXX
It certainly is not National Van Lines intention to bully this customerWe are only asking to be paid for our lawful chargesWe are precluded by law not to bill or collect more or less than the charges outlined by our published tariff
Yes the 15,price was an estimate based on the estimated weight and services to be performedWith this type of estimate National Van Lines would not be able to charge more than 15,024.57(without a change order signed by the customer) even if the final audit indicated more weight was transported and services performedHowever this type of estimate affords the customer the benefit to pay less if the actual weight and services performed is less than the estimated amount (15,024.57)The charge after the final audit for this customer's shipment was 14,which mean the customer pays less than estimatedAs previous mentioned this customer prepaid 13,There are no shipping documents that indicate 13,is the final priceIt is National Van Lines position the invoice amount of (14,less prepayment 13,491.04) is due
Sincerely,
*** ** ***
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
***@nationalvanlines.com
Initial Business Response /* (1000, 5, 2014/06/05) */
Revdex.com Case# XXXXXXXX
Complaint filed by: *** ***
To Whom It May Concern:
This is a response to the above mentioned complaint
Mr*** 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*** 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*** 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
*** ** ***
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
***@nationalvanlines.com
Initial Consumer Rebuttal /* (3000, 7, 2014/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr *** 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: "*** *** Date: February 17, at 12:37:PM PST To: "'*** ***'" 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*** was incorrect with his assumption as to why Mr*** 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*** come to the house to reevaluateHe made the choice to not provide us with a current rateNot our lack of communication
Final Business Response /* (4000, 10, 2014/06/09) */
Revdex.com Case# XXXXXXXX
National Van Lines Bill of Lading# XXXXXX
*** ***
To Whom It *** Concern:
Mr*** stated he did not think there would be a rate change and there was not a changeMr*** 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 *** of our customer service department and Mr*** salesperson (Mr*** 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*** 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,
*** ** ***
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
***@nationalvanlines.com
Final Consumer Response /* (4200, 12, 2014/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To Whom It *** 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*** conversations with ***, I would like to know who was the individual that she spoke with at *** *** 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 *** 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,
*** ***
XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2015/07/30) */
This letter is in response to your correspondence to the Revdex.comI would like to apologize that the servicing of your shipment by National Van Lines has given you cause for concern
The estimated delivery date for
your shipment is scheduled for 8/4/which is within the agreed upon delivery window of 7/31/XXXX - X/5/We will continue to keep you updated
You can contact our office at XXX-XXX-XXXX with any further questions or concerns regarding you *** have
Sincerely,
***
Director or Claims
Initial Business Response /* (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,
*** ***
Director of Claims
Cc:
Ms***
Revdex.com
N Wabash Avenue, Suite ***
Chicago, IL XXXXX-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 $4,381.98. 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