Initial Business Response /* (1000, 5, 2014/02/07) */
[redacted]
The customer had a Customer Benefit Estimate for 15,024.57 (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 amount. However 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, 024.57 which is the estimated amount, their final bill was 14,079.35. The customer made a 13,491.04 prepayment so the amount invoiced was 588.31 (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,
[redacted]
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 weight. The amount we paid was AFTER weighing on a certified scale and was told to us to be the total. We will not be bullied or extorted into paying for more than was moved. I 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) */
[redacted]
B/L XXXXXX
Revdex.com Case # XXXXXXXX
It certainly is not National Van Lines intention to bully this customer. We are only asking to be paid for our lawful charges. We are precluded by law not to bill or collect more or less than the charges outlined by our published tariff.
Yes the 15,024.57 price was an estimate based on the estimated weight and services to be performed. With 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 performed. However 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 14,079.35 which mean the customer pays 945.22 less than estimated. As previous mentioned this customer prepaid 13,491.04. There are no shipping documents that indicate 13,491.04 is the final price. It is National Van Lines position the invoice amount of 588.31 (14,079.35 less prepayment 13,491.04) is due.
Sincerely,
[redacted]
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
[redacted]@nationalvanlines.com
Initial Business Response /* (1000, 5, 2015/07/30) */
This letter is in response to your correspondence to the Revdex.com. I 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 8/4/2015 which is within the agreed upon delivery window of 7/31/XXXX - X/5/2015. We will continue to keep you updated.
You can contact our office at XXX-XXX-XXXX with any further questions or concerns regarding you [redacted] have.
Sincerely,
[redacted]
Director or Claims
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 2016. 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 progressed.
Worst, 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 1/3 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 complete.
Examples:
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 3 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) value.
Materials 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 basement.
Furniture 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 unloaded.
Despite 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 #[redacted]), was packed with other heavier items on top. Similarly, an early [redacted] glass display jar (Inventory #[redacted]) was thinly padded, placed in the bottom of a box and heavier items packed above. In both cases, damage or loss occurred.
Items 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 truck.
At 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 drawer.
Items 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 back.
Having 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 7 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 7 was probably in excess of 75 pounds. (One was in the box with the 19 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 hardware.
In 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 ([redacted]) to have weighed 15 pounds.
Garbage 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 kitchen.
For 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 above.
Despite having seen everything removed from the trucks, 36 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 1/3 the cost of the move. The 33 items separately documented in the attached exhibits, had a pre-move value of $13,590. (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 $7,500.
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.
Initial Business Response /* (1000, 5, 2014/08/19) */
Mr. [redacted] had a written estimate. For this type of estimate customers are billed based on the weight and services provided. I 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. [redacted] storage unit. He 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 issues. Drivers do not have the authority to make this type of commitment with the customer not unless they are the owner of the agency. The driver who handled Mr. [redacted] 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,
[redacted]
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
[redacted]@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 3:00pm. No 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 up. No call made or explanation given until I called them. Then say we will be delivered tomorrow.
It was wrong for [redacted] to not look at the storage shed when doing estimate. It is also wrong for him to lie and say that he did not decline to look at the storage shed. He 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 money. It would have saved us a lot!
It was wrong for driver [redacted] to lie and not admit that he told us we would not pay over the estimate because of all our service issues. When [redacted] first called me with invoice amount, I even called [redacted]. He replied that he had no idea we were so much over and we would have to work out a compromise with [redacted] He admitted to me even then that he had told us we would not be charged over the estimate.
It was wrong for [redacted]to say that the overage would be put into dispute, and then simply [redacted] 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 happens. When not, take care of the customer and work with them for any inconvenience. If 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 Lines. For these reason National Van Lines maintains its position that a refund is not applicable.
If you have any questions please advise.
Sincerely
[redacted]. [redacted]
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
[redacted]@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 [redacted]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 occur. It is very sad that this company will not honor the verbal contracts of these employees. It seems to me that arbitration is probably the next step in this dispute.
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 immediately. I have explained to Ms. [redacted] prior both verbally and in email that we are only agents for [redacted]...
[redacted] and the contract she signed to transport her household goods from [redacted] to [redacted] was with [redacted] and not American Way Van & Storage. We had no part of moving her nor this situation she is claiming. The driver who transported her goods was a [redacted] driver and not a driver who drove for American Way Van & Storage. If any agreement or discussion about the shuttle charges in question were discussed Ms. [redacted] 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 for. The company Ms. [redacted] should contact which I believe she has already done and should wait until they answer before filling a Revdex.com complaint is [redacted] XXXXX. Phone contact of XXX-XXX-XXXX and please ask for the claims department. Once again please remove this complaint from our organization immediately and direct Ms. [redacted] 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 [redacted] 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 home. I 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 [redacted] it was a different story. They 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 [redacted] 2x that there would definitely be NO need, since I used them before) still was untrue. I 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 shuttle. You didnt need one before and you wont this time. I said okay the, believing what I was told. When [redacted] the driver arrived he got on the phone with dispatching. I told him I would not pay for a shuttle and if I was going to be charged then I will cancel my load right now. The driver and the dispatch manager and whomever said I WILL NOT BE CHARGED and to go ahead and proceed with the move. I asked [redacted] the driver are you sure because I will NOT pay for a shuttle. He told me they said I would not be and even told me I bet they make me pay for it. I had him sign the form as well that stated I will not be charged. When they arrived in ** with my move he held by things hostage until I paid for the shuttle. I 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 [redacted] later. I 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 necessary. They 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 driver. The reason a shuttle was not used when their shipment moved into residence is it was a local move and a smaller truck was used. I spoke with the driver and the [redacted] dispatch department, both stated they did not inform the customer they would not have to pay for the shuttle. A refund cannot be issued because a necessary service was performed.
If you have any questions please contact me.
[redacted]
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
[redacted]@nationalvanlines.com
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 late. Please know that we try to...
meet all delivery commitments, but occasionally this is not possible. National'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 shipment. The reimbursement is based on submission of receipts to document the expenses incurred and the filing of your claim within thirty days from delivery. The Tariff provision is intended to reimburse for direct living costs incurred, it is not a penalty. Without submission of receipts, we normally allow $50.00 per day. In an effort to resolve this matter, National allowed you $125.00 a day without receipts for the 2 day delay this was deducted from the transportation charges.
In regards to the invoice for the $50.00 unpacking charge, as a gesture of goodwill we have issued a credit. We 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
330 N Wabash Avenue, Suite [redacted]
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 loss. The
burden of proof of carrier liability, including proof of tender, damage or loss,
and support of age and values claimed is your responsibility. This 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 $300.00 to
you. The AMSA can be contacted at 1611
Duke Street, Alexandria, VA 22314 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 matter. Sincerely,Teresa [redacted]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]
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 $300.00 to you. The AMSA can be
contacted at 1611 Duke Street, Alexandria, VA 22314 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
Initial Business Response /* (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 7,485.16. A...
non-binding estimate means the shipment will be billed based on the actual weight of the shipment. The actual weight of Mr. [redacted] shipment was 10,060lbs for 5,978.60 (which included 300.00 for packing). The difference between the estimated charges and the actual charges decreased by 1,506.56. According to the email attached to the complaint it appears Mr. Kuney the National Van Lines salesman decided to let the weight of the shipment dictate the final charges instead of extending it 60 days.
Our shipments are billed by a billing module in accordance with our published tariff. The rate does change at price points based on the weight. In 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 network. Once the shipment is registered with National Van Lines from either agency it becomes a NVL shipment. This 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 /* (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 60 ""From: "[redacted] Date: February 17, 2014 at 12:37:08 PM PST To: "'[redacted]'" Subject: RE: SPAMRe: Moving [redacted], There should not be any changes. Normally the
rates change the second week of the new year. So I do not really expect any pricing change. So after the 60 days I will just redue and lock in for antoerh 60 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 [redacted]. Not that ..."Our shipments are billed by a billing module in accordance with our published tariff. The rate does change at price points based on the weight. In 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 none. Also, 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 weight. That is why I had Mr. [redacted] come to the house to reevaluate. He made the choice to not provide us with a current rate. Not our lack of communication.
Final Business Response /* (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 change. Mr. [redacted] was billed based on the actual weight and services performed on his shipment. This was accomplished by using a billing module in accordance with our published tariff. We 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 37.39 adjustment to the charges for unpacking. The total transportation charges are 5,941.21 instead of 5,978.60 (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 5,941.21 (again, the amount for unpacking is deducted). He paid 5,670.79 when his shipment delivered which leaves a balance due National Van Lines of 270.42. 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 /* (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 sold. That is why I invited him to my house to reevaluate my personal belongings. He took it upon himself to not issue a new quote for reasons I stated above. It would have been business appropiate for Mr. Kuney 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 off. Whomever 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.xx. Unfrtunately 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 pay. This was the amount [redacted] called me on and demanded payment for. Again, when I asked for an invoice to show for that amount it could not be provided for reasons above.
Sincerely,
[redacted]
XXX-XXX-XXXX
National Reference#: 284810
Revdex.com Case #: 94573648
This letter is in response to your correspondence to the Revdex.com.
Your claim is under review. Please note that consideration of fresh transit damage versus age, use, normal 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 [redacted] an independent 3rd party repair firm.
Sincerely,
Initial Business Response /* (1000, 5, 2015/04/29) */
[redacted] 28, 2015
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 agents. National 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] Inc. is an independently owned and operated company that represents National Van Lines in regards to Interstate shipments. However, [redacted] & [redacted] Inc also operates within their local markets, providing local moving services under their own authority. As discussed your storage agreement was with [redacted] and [redacted] Inc, not National Van Lines. The 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 move. In order to proceed with your claim, we must have the claimed damage evaluated. It is a common practice throughout the moving industry to engage an independent 3rd party repair firm to evaluate claimed damages to determine carrier liability. I am hopeful that we will be able to resolve this matter amicably.
Sincerely,
[redacted]
Director of Claims
Cc:
Ms. [redacted]
Revdex.com
330 N Wabash Avenue, Suite [redacted]
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 independent. Where 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 situation. It seems like I had to take the lead to get anyone to do anything after my initial report of damage. In the meantime it has been two months since the late delivery of our household goods. I was informed today that a third party evaluator will visit on the 11th of May to take pictures etc. The package sent to National included and itemized list, accompanied by pictures. I would like to hold this issue open until, I get some satisfaction.
Thank You timothy[redacted]
Final Business Response /* (4000, 9, 2015/05/05) */
[redacted] 4, 2015
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 claim. Upon 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 2/20/2015 to 20/28/2015; your shipment delivered on 2/28/2015 which was within the delivery spread. Your Statement of Claim was received in our office on April 10, 2015.
We do apologize for the circumstances of your shipment.
Sincerely,
[redacted]
Director of Claims
Cc:
Ms. [redacted]
Revdex.com
330 N Wabash Avenue, Suite [redacted]
Chicago, IL XXXXX-XXXX
Initial Business Response /* (1000, 5, 2014/06/19) */
Revdex.com CASE# XXXXXXXX
NVL B/L# XXXXXX
Customer - [redacted]
Mr. [redacted] had a non-binding estimate. This type of estimate is billed based on the actual weight of the shipment. The 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 units. However the actual weight of the shipment was more than estimated. In the moving business items stack in a storage unit is challenging estimating conditions.
Mr. [redacted] balance due amount is 2,246.60. As a goodwill gesture National Van Lines is offering to consider the balance paid in full for a single payment of 1,500.00. 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 /* (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 them. As 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 service. Any reasonable person would have ascertained that this initial price delivered to us would be the price we would be paying for said moving services. The estimator had numerous opportunities to deliver a contract stating the stipulations behind the generation of a final moving price, but nothing was delivered to us. The 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 company. Due 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 unchanged. We 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 competition. We 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 estimator. Yet we know that such a document cannot be produced because we were never offered, delivered, or produced such a document. We have paid National Moving Lines roughly $4,800 and believe this is more than sufficient considering the circumstances from the estimating process to our possessions being held hostage until we paid additional monies. We 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 [redacted], the estimator at National Moving Lines. This 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. [redacted] had a non-binding estimate. He attached a copy of the estimate he received from his salesman to this complaint. It is evident he did receive the estimated cost document because it was attached. There is no way to know the final charges until the shipment has been weighed. Therefore at this stage of the moving process for a non-binding estimate, the document Mr. [redacted] attached is the only document available. A 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 highlighted. It 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 attached. It is signed by the customer and the driver confirming delivery. It 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 weighed. However 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 $1,500.00 as a final payment. Otherwise it is National Van Lines position that the 2,246.60 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 /* (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 4770 pounds. I could see being a few hundred pounds off, but not over two tons. I gave [redacted] ample opportunity to revise his estimate, but he assured me that his estimate would be the most accurate. I had three other major moving companies give me estimates, and all of them were within 1000 pounds of the actual weight. He 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 Lines. He 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 contents. The 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 truck. In their own words " I think something fishy is going on here." After unpacking our items in Iowa, I find that we are missing over $200 worth of propane. If 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 boxes. The reason I know this is, we had pots and pans with lids all packed into a [redacted] box with wrapping paper. They transferred those items into one of their boxes marked "wist watches" which indicated to me that they reused a box from a previous move. So 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 fragile. They 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 it. The 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 12940 pounds, not even close to the 8200 pounds that [redacted] has told us. She told us that the new contract price was now $7204.66 not $4507.33 that we originally agreed upon. So I asked [redacted] what could we do now since our things are basically being held hostage on their truck. She told me to get the items off the truck, we would have to pay the original contract price of $4507.33 plus 10%. So when the truck arrived at the house I paid the driver $4958.06.
5) I am so glad that we packed our own items, especially the fragile things. The people that National hired to unload the truck probably had a combined IQ of 5. They put the things marked SUPER FRAGILE on the bottom and placed boxes of books, some three high, marked SUPER HEAVY on top of them. Like 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 nightmare. I feel that we were lied to by [redacted] trying to pull the old bait and switch routine. I will not pay ANY additional monies to National Van Lines, PERIOD!
Initial Business Response /* (1000, 5, 2014/02/10) */
We are in receipt of the above complaint. We are unable to locate any record of a move for you with National Van Lines. If you can provide more specifics, such as your bill of lading number, copies of any shipping documents we will...
research this matter further. Without further information, we are unable to respond. We look forward to hearing from you.
Sincerely,
[redacted]
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 response. The case is Military claim bl# 364198 [redacted] and Dawn Jurkovich was the adjuster assigned.
Final Business Response /* (4000, 9, 2014/02/14) */
My name is [redacted] VP and GM of National Claims Services, Inc. Let me first advise that while my department settles claims for both companies, that this customer's move was not done by National Van Lines. The mover was [redacted] Inc - a different company.
Secondly, my adjustor [redacted] 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 delivery. On January 30, the customer basically told us she was ending the negotiation process, and that she'd be filing with her insurance provider instead. Here is the exact text of her January 30 email.
I will work with [redacted] to handle the remained of this claim. My initial requests were fair and reasonable. To be offered anything less is a shame. Also the statements that items were checked off - is not true. The 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 GBL. The customer at any time can forward on a line item basis to the Military Claims Office for resolution. She was made aware of this early on.
[redacted]
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 quickly. Then I received a check in the mail for only $60 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, 2014/02/07) */
[redacted]
The customer had a Customer Benefit Estimate for 15,024.57 (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 amount. However 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, 024.57 which is the estimated amount, their final bill was 14,079.35. The customer made a 13,491.04 prepayment so the amount invoiced was 588.31 (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,
[redacted]
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 weight. The amount we paid was AFTER weighing on a certified scale and was told to us to be the total. We will not be bullied or extorted into paying for more than was moved. I 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) */
[redacted]
B/L XXXXXX
Revdex.com Case # XXXXXXXX
It certainly is not National Van Lines intention to bully this customer. We are only asking to be paid for our lawful charges. We are precluded by law not to bill or collect more or less than the charges outlined by our published tariff.
Yes the 15,024.57 price was an estimate based on the estimated weight and services to be performed. With 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 performed. However 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 14,079.35 which mean the customer pays 945.22 less than estimated. As previous mentioned this customer prepaid 13,491.04. There are no shipping documents that indicate 13,491.04 is the final price. It is National Van Lines position the invoice amount of 588.31 (14,079.35 less prepayment 13,491.04) is due.
Sincerely,
[redacted]
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
[redacted]@nationalvanlines.com
Initial Business Response /* (1000, 5, 2015/07/30) */
This letter is in response to your correspondence to the Revdex.com. I 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 8/4/2015 which is within the agreed upon delivery window of 7/31/XXXX - X/5/2015. We will continue to keep you updated.
You can contact our office at XXX-XXX-XXXX with any further questions or concerns regarding you [redacted] have.
Sincerely,
[redacted]
Director or Claims
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 2016. 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 progressed.
Worst, 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 1/3 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 complete.
Examples:
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 3 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) value.
Materials 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 basement.
Furniture 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 unloaded.
Despite 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 #[redacted]), was packed with other heavier items on top. Similarly, an early [redacted] glass display jar (Inventory #[redacted]) was thinly padded, placed in the bottom of a box and heavier items packed above. In both cases, damage or loss occurred.
Items 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 truck.
At 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 drawer.
Items 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 back.
Having 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 7 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 7 was probably in excess of 75 pounds. (One was in the box with the 19 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 hardware.
In 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 ([redacted]) to have weighed 15 pounds.
Garbage 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 kitchen.
For 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 above.
Despite having seen everything removed from the trucks, 36 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 1/3 the cost of the move. The 33 items separately documented in the attached exhibits, had a pre-move value of $13,590. (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 $7,500.
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.
Initial Business Response /* (1000, 5, 2014/08/19) */
Mr. [redacted] had a written estimate. For this type of estimate customers are billed based on the weight and services provided. I 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. [redacted] storage unit. He 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 issues. Drivers do not have the authority to make this type of commitment with the customer not unless they are the owner of the agency. The driver who handled Mr. [redacted] 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,
[redacted]
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
[redacted]@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 3:00pm. No 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 up. No call made or explanation given until I called them. Then say we will be delivered tomorrow.
It was wrong for [redacted] to not look at the storage shed when doing estimate. It is also wrong for him to lie and say that he did not decline to look at the storage shed. He 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 money. It would have saved us a lot!
It was wrong for driver [redacted] to lie and not admit that he told us we would not pay over the estimate because of all our service issues. When [redacted] first called me with invoice amount, I even called [redacted]. He replied that he had no idea we were so much over and we would have to work out a compromise with [redacted] He admitted to me even then that he had told us we would not be charged over the estimate.
It was wrong for [redacted]to say that the overage would be put into dispute, and then simply [redacted] 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 happens. When not, take care of the customer and work with them for any inconvenience. If 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 Lines. For these reason National Van Lines maintains its position that a refund is not applicable.
If you have any questions please advise.
Sincerely
[redacted]. [redacted]
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
[redacted]@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 [redacted]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 occur. It is very sad that this company will not honor the verbal contracts of these employees. It seems to me that arbitration is probably the next step in this dispute.
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 immediately. I have explained to Ms. [redacted] prior both verbally and in email that we are only agents for [redacted]...
[redacted] and the contract she signed to transport her household goods from [redacted] to [redacted] was with [redacted] and not American Way Van & Storage. We had no part of moving her nor this situation she is claiming. The driver who transported her goods was a [redacted] driver and not a driver who drove for American Way Van & Storage. If any agreement or discussion about the shuttle charges in question were discussed Ms. [redacted] 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 for. The company Ms. [redacted] should contact which I believe she has already done and should wait until they answer before filling a Revdex.com complaint is [redacted] XXXXX. Phone contact of XXX-XXX-XXXX and please ask for the claims department. Once again please remove this complaint from our organization immediately and direct Ms. [redacted] 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 [redacted] 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 home. I 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 [redacted] it was a different story. They 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 [redacted] 2x that there would definitely be NO need, since I used them before) still was untrue. I 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 shuttle. You didnt need one before and you wont this time. I said okay the, believing what I was told. When [redacted] the driver arrived he got on the phone with dispatching. I told him I would not pay for a shuttle and if I was going to be charged then I will cancel my load right now. The driver and the dispatch manager and whomever said I WILL NOT BE CHARGED and to go ahead and proceed with the move. I asked [redacted] the driver are you sure because I will NOT pay for a shuttle. He told me they said I would not be and even told me I bet they make me pay for it. I had him sign the form as well that stated I will not be charged. When they arrived in ** with my move he held by things hostage until I paid for the shuttle. I 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 [redacted] later. I 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 necessary. They 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 driver. The reason a shuttle was not used when their shipment moved into residence is it was a local move and a smaller truck was used. I spoke with the driver and the [redacted] dispatch department, both stated they did not inform the customer they would not have to pay for the shuttle. A refund cannot be issued because a necessary service was performed.
If you have any questions please contact me.
[redacted]
Director, Credit and Collections
Voice: XXX XXX-XXXX
Fax: XXXXXX-XXXX
[redacted]@nationalvanlines.com
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 late. Please know that we try to...
meet all delivery commitments, but occasionally this is not possible. National'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 shipment. The reimbursement is based on submission of receipts to document the expenses incurred and the filing of your claim within thirty days from delivery. The Tariff provision is intended to reimburse for direct living costs incurred, it is not a penalty. Without submission of receipts, we normally allow $50.00 per day. In an effort to resolve this matter, National allowed you $125.00 a day without receipts for the 2 day delay this was deducted from the transportation charges.
In regards to the invoice for the $50.00 unpacking charge, as a gesture of goodwill we have issued a credit. We 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
330 N Wabash Avenue, Suite [redacted]
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 loss. The
burden of proof of carrier liability, including proof of tender, damage or loss,
and support of age and values claimed is your responsibility. This 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 $300.00 to
you. The AMSA can be contacted at 1611
Duke Street, Alexandria, VA 22314 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 matter. Sincerely,Teresa [redacted]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]
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 $300.00 to you. The AMSA can be
contacted at 1611 Duke Street, Alexandria, VA 22314 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
Initial Business Response /* (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 7,485.16. A...
non-binding estimate means the shipment will be billed based on the actual weight of the shipment. The actual weight of Mr. [redacted] shipment was 10,060lbs for 5,978.60 (which included 300.00 for packing). The difference between the estimated charges and the actual charges decreased by 1,506.56. According to the email attached to the complaint it appears Mr. Kuney the National Van Lines salesman decided to let the weight of the shipment dictate the final charges instead of extending it 60 days.
Our shipments are billed by a billing module in accordance with our published tariff. The rate does change at price points based on the weight. In 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 network. Once the shipment is registered with National Van Lines from either agency it becomes a NVL shipment. This 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 /* (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 60 ""From: "[redacted] Date: February 17, 2014 at 12:37:08 PM PST To: "'[redacted]'" Subject: RE: SPAMRe: Moving [redacted], There should not be any changes. Normally the
rates change the second week of the new year. So I do not really expect any pricing change. So after the 60 days I will just redue and lock in for antoerh 60 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 [redacted]. Not that ..."Our shipments are billed by a billing module in accordance with our published tariff. The rate does change at price points based on the weight. In 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 none. Also, 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 weight. That is why I had Mr. [redacted] come to the house to reevaluate. He made the choice to not provide us with a current rate. Not our lack of communication.
Final Business Response /* (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 change. Mr. [redacted] was billed based on the actual weight and services performed on his shipment. This was accomplished by using a billing module in accordance with our published tariff. We 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 37.39 adjustment to the charges for unpacking. The total transportation charges are 5,941.21 instead of 5,978.60 (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 5,941.21 (again, the amount for unpacking is deducted). He paid 5,670.79 when his shipment delivered which leaves a balance due National Van Lines of 270.42. 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 /* (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 sold. That is why I invited him to my house to reevaluate my personal belongings. He took it upon himself to not issue a new quote for reasons I stated above. It would have been business appropiate for Mr. Kuney 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 off. Whomever 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.xx. Unfrtunately 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 pay. This was the amount [redacted] called me on and demanded payment for. Again, when I asked for an invoice to show for that amount it could not be provided for reasons above.
Sincerely,
[redacted]
XXX-XXX-XXXX
National Reference#: 284810
Revdex.com Case #: 94573648
This letter is in response to your correspondence to the Revdex.com.
Your claim is under review. Please note that consideration of fresh transit damage versus age, use, normal 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 [redacted] an independent 3rd party repair firm.
Sincerely,
Initial Business Response /* (1000, 5, 2015/04/29) */
[redacted] 28, 2015
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 agents. National 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] Inc. is an independently owned and operated company that represents National Van Lines in regards to Interstate shipments. However, [redacted] & [redacted] Inc also operates within their local markets, providing local moving services under their own authority. As discussed your storage agreement was with [redacted] and [redacted] Inc, not National Van Lines. The 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 move. In order to proceed with your claim, we must have the claimed damage evaluated. It is a common practice throughout the moving industry to engage an independent 3rd party repair firm to evaluate claimed damages to determine carrier liability. I am hopeful that we will be able to resolve this matter amicably.
Sincerely,
[redacted]
Director of Claims
Cc:
Ms. [redacted]
Revdex.com
330 N Wabash Avenue, Suite [redacted]
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 independent. Where 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 situation. It seems like I had to take the lead to get anyone to do anything after my initial report of damage. In the meantime it has been two months since the late delivery of our household goods. I was informed today that a third party evaluator will visit on the 11th of May to take pictures etc. The package sent to National included and itemized list, accompanied by pictures. I would like to hold this issue open until, I get some satisfaction.
Thank You timothy[redacted]
Final Business Response /* (4000, 9, 2015/05/05) */
[redacted] 4, 2015
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 claim. Upon 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 2/20/2015 to 20/28/2015; your shipment delivered on 2/28/2015 which was within the delivery spread. Your Statement of Claim was received in our office on April 10, 2015.
We do apologize for the circumstances of your shipment.
Sincerely,
[redacted]
Director of Claims
Cc:
Ms. [redacted]
Revdex.com
330 N Wabash Avenue, Suite [redacted]
Chicago, IL XXXXX-XXXX
Initial Business Response /* (1000, 5, 2014/06/19) */
Revdex.com CASE# XXXXXXXX
NVL B/L# XXXXXX
Customer - [redacted]
Mr. [redacted] had a non-binding estimate. This type of estimate is billed based on the actual weight of the shipment. The 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 units. However the actual weight of the shipment was more than estimated. In the moving business items stack in a storage unit is challenging estimating conditions.
Mr. [redacted] balance due amount is 2,246.60. As a goodwill gesture National Van Lines is offering to consider the balance paid in full for a single payment of 1,500.00. 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 /* (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 them. As 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 service. Any reasonable person would have ascertained that this initial price delivered to us would be the price we would be paying for said moving services. The estimator had numerous opportunities to deliver a contract stating the stipulations behind the generation of a final moving price, but nothing was delivered to us. The 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 company. Due 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 unchanged. We 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 competition. We 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 estimator. Yet we know that such a document cannot be produced because we were never offered, delivered, or produced such a document. We have paid National Moving Lines roughly $4,800 and believe this is more than sufficient considering the circumstances from the estimating process to our possessions being held hostage until we paid additional monies. We 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 [redacted], the estimator at National Moving Lines. This 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. [redacted] had a non-binding estimate. He attached a copy of the estimate he received from his salesman to this complaint. It is evident he did receive the estimated cost document because it was attached. There is no way to know the final charges until the shipment has been weighed. Therefore at this stage of the moving process for a non-binding estimate, the document Mr. [redacted] attached is the only document available. A 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 highlighted. It 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 attached. It is signed by the customer and the driver confirming delivery. It 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 weighed. However 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 $1,500.00 as a final payment. Otherwise it is National Van Lines position that the 2,246.60 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 /* (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 4770 pounds. I could see being a few hundred pounds off, but not over two tons. I gave [redacted] ample opportunity to revise his estimate, but he assured me that his estimate would be the most accurate. I had three other major moving companies give me estimates, and all of them were within 1000 pounds of the actual weight. He 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 Lines. He 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 contents. The 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 truck. In their own words " I think something fishy is going on here." After unpacking our items in Iowa, I find that we are missing over $200 worth of propane. If 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 boxes. The reason I know this is, we had pots and pans with lids all packed into a [redacted] box with wrapping paper. They transferred those items into one of their boxes marked "wist watches" which indicated to me that they reused a box from a previous move. So 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 fragile. They 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 it. The 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 12940 pounds, not even close to the 8200 pounds that [redacted] has told us. She told us that the new contract price was now $7204.66 not $4507.33 that we originally agreed upon. So I asked [redacted] what could we do now since our things are basically being held hostage on their truck. She told me to get the items off the truck, we would have to pay the original contract price of $4507.33 plus 10%. So when the truck arrived at the house I paid the driver $4958.06.
5) I am so glad that we packed our own items, especially the fragile things. The people that National hired to unload the truck probably had a combined IQ of 5. They put the things marked SUPER FRAGILE on the bottom and placed boxes of books, some three high, marked SUPER HEAVY on top of them. Like 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 nightmare. I feel that we were lied to by [redacted] trying to pull the old bait and switch routine. I will not pay ANY additional monies to National Van Lines, PERIOD!
Initial Business Response /* (1000, 5, 2014/02/10) */
We are in receipt of the above complaint. We are unable to locate any record of a move for you with National Van Lines. If you can provide more specifics, such as your bill of lading number, copies of any shipping documents we will...
research this matter further. Without further information, we are unable to respond. We look forward to hearing from you.
Sincerely,
[redacted]
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 response. The case is Military claim bl# 364198 [redacted] and Dawn Jurkovich was the adjuster assigned.
Final Business Response /* (4000, 9, 2014/02/14) */
My name is [redacted] VP and GM of National Claims Services, Inc. Let me first advise that while my department settles claims for both companies, that this customer's move was not done by National Van Lines. The mover was [redacted] Inc - a different company.
Secondly, my adjustor [redacted] 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 delivery. On January 30, the customer basically told us she was ending the negotiation process, and that she'd be filing with her insurance provider instead. Here is the exact text of her January 30 email.
I will work with [redacted] to handle the remained of this claim. My initial requests were fair and reasonable. To be offered anything less is a shame. Also the statements that items were checked off - is not true. The 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 GBL. The customer at any time can forward on a line item basis to the Military Claims Office for resolution. She was made aware of this early on.
[redacted]
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 quickly. Then I received a check in the mail for only $60 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.