Reliable Van & Storage Co. Inc.

Correct but it would also be the responsibility of the customer to also note damaged cartons and/or opened cartons that were not that way at the time of loading All customer’s that are moving are subject to the same check off process for any and all van lines at delivery. This is an industry practice used on a daily basisIt is a procedure that is again used throughout the moving industry which proves successful. Damaged items can be claimed after delivery up to the month limitHowever, missing items MUST be documented at delivery so both parties, the carrier and the customer agree that a particular item is missingOnce the carrier leaves the residence the items are no longer in their care and custodyWithout such a procedure there would be no way to pay these types of claimsclaims that would be filed by customers who move for missing items if there was no procedure in placeThe carries would be receiving claims for all kinds of missing items from customersThere has to be a check and balance at delivery for these reasons. As far as inadequate time; the customer check off sheet does make the check off process rather simple process. The system prevents the carrier from having to pay undocumented claims where there is no carrier liabilityIt’s not minutes for the process, it is an ongoing process that goes on all day until the last item is delivered at the destination residenceIf the carrier were to have a policy of paying unsubstantiated loss claims, this certainly would have a significant bearing of the cost of doing business, and increased transportation cost to the customerIf the customer were to present any documentation that would substantiate the missing items to be the responsibility of the carrier, we would certainly review the claim againHowever, to date there has been no documentation submitted indicating liability of the carrierIt is not unreasonable for the carrier to expect to review each and every item claimed in order to verify transit damages as well as values of the items being claimedHow does any company adjust a claim when there is nothing presented to be claimed? With all due respect it would appear that the actions of the customer ; not keeping claimed items when our documents clearly outlined items must be kept or it would void the claim for those items claimedAs well as our documents being signed stating all items were received at delivery that has caused the ongoing communication on the claim and settlement and the reasons for the denialOur paperwork is clear and concise and the customers are given documentation which outlines what their responsibility is during the moving process. Which again are keeping claimed items and signing for all items at deliveryWe have no reason to question whether or not they have or have not read all communications given to them during the moving process and their signing these legal documentsAt this time we are again maintaining our position as previously outlined

Your issue is in the right hands nowWe feel certain the boxes are always checked prior to going out, but we don't want any unhappy customersWe rely on our customer base to help grow our businessPlease let us know what will rectify the situation and we will take it back to ***

[A
default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** As long as we are refunded the ENTIRE AMOUNT OF THE RENTAL, we will consider the matter resolved.
Regards,
*** ***

We apologize for any confusion, the $was just for your inconvenience of having to move your own things and not the total you will be getting backWe researched what it would be for two men at local moving company in ***, and it's about $an hourWe quadrupled that in an effort to be fair and for all the troublePlease get us back the claims forms we sent over to you so we can begin to process the rest of your claim asap

First we would like apologize for any unhappiness you had with your move, butthe inventories and check off sheet are witnessed by his signature acknowledging that all items were in fact received at delivery as a check off was done and the customer did not take any exceptions to any missing
itemsAs you know items of mechanical/electronic nature are excluded from carrier coverage as outlined on the reverse side of the Bill of Lading which is the contract with the carrierDue to inherent vice, we are not responsibleItems of this nature have internal components that may loosened during transport which is from jostling in the van which is caused from road conditions which we have no control over and for these reasons is not included in carrier liabilityThe upfront paperwork advises the customer, as well as the claim form, to keep any and all items that are to be claimed as the claim will be voided for any item that is not availableCertainly Mr*** could have put the small items in a small carton up and away in his home until the claim was processed

We are in the process of settling the claims for the items that were damaged and for the floorsClaim forms have been sent to the shipper last Thursday, March 24th and we have not received them back yet.Unfortunately, our crew did make a mistake and deliver boxes and small pieces of furniture
to the same apartment, one floor below in the shippers buildingWe did agree to compensate the shipper $in order to gather his goods from the 18th floor and bring them to the shippers floor.We feel confident we should be able to settle the claim for the damaged goods and the floors once we receive the claims forms back

Complaint: ***
I am rejecting this response because:
The company has failed to adequately and specifically address my prior points and isntead notes vague policies and supposedly industry standard practicesOf all of the items we listed as damaged, there was 100% agreement with the individual that was sent to assess damage and make repairsAccordingly, there is no reason to believe that other claims are falseAs previously stated regarding missing items, the homeowner has no way of knowing that all items are actually in the boxes during the delivery check; the delivery check only serves to demonstrate that the aggregate has been deliveredIt is only possible to as for individual missing items during unpackThe company does not individually tag every single item in a move, so the delivery check is an inadequate means to assess for individual itemsThe damaged wireless storage unit was presented and the carrier disclaims liability due to no obvious external damageAgain, they fail to address the fact that the item was improperly packed, which led to the unit malfunctioningThe item was wrapped in a few pieces of paper and put into a box with a number of items, which is clearly inappropriate
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I don't think the $is fair at all What you are failing to recognize is that these items were LOST It was up to us to find them and move them on our own This is not what we paid for and, furthermore, the foreman had no confidence or awareness there was a problem If it wasn't for a neighbor finding our belongings we would have never found our items and your company would be liable for thousands of dollars to replace a good portion of our move The claims forms were already submitted last week
Regards,
*** ***

We apologize for the customers unhappiness, and also for the delay on his claimWe have mailed out his claim check a few days ago and he should be receiving it any day

Complaint: ***
I am rejecting this response because: This is a lieWe did not agree on the "discrepancy." Everything that we had to move was on the list of stuff given to your representative and we, in fact, had less that we had initially told you because two of our three bikes were stolen from storage before the move without our realizationYour representative made the weight estimate and we even went as far as to ask him to increase the weight estimate or look at our past two moves (which happened in the past two years) to see if he should up the sizeHe decided not to and go with his best guessIt was wrong, your company attempted to charge us nearly a over the original contracted "guaranteed price" estimateWe fought back lowering the price; but, we do not agree with the additional costWe truly believe you kept the estimated weight low, to keep the estimated price low, to secure our business over the compeititors we were meeting with only to up it after the fact.We have NOT been contacted multiple times by your claims departmentWe were sent a form as requested and not asked to respond in any way furtherWe were planning on sending the completed form back with everything that needs to be reimbursed once we had a chance to unpack everythingI have been in constant attempted contact with your office via Jessica who has regularly been delayed in response and has not given any meaningful help in tracking down the items that we already know for sure are missing. I was not in full agreement with the moving charges, you forced them upon me with threats from your representative via a phone message that I voice recorded as evidence
Regards,
*** ***

It is part of our quality management program to provide
paperwork to all of our customers asking them to complete a thorough inspection
of the home before the departure of the crew in order to make sure there were
no damages during the move and that all items have been
removed.
Since our customer signed off on this paperwork stating
no damages or anything left behind his claim had been denied.
However, we subsequently discussed with our customer the
circumstances and made a business decision to provide a financial reimbursement
which our customer found satisfactoryThe customer emailed us that they would
contact the Revdex.com to withdraw their complaint

Again, we apologize for all the trouble, and we are working diligently to resolve any issues with your claim and missing items.

[A default letter is...

provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. When the complaint was submitted, we had not been provided any information on the status of our claim, or the progress in investigating our situation, despite numerous attempts. After submitting the complaint, the business finally responded to us and provided the same information as noted here. Assuming the reimbursement check is in fact received, we accept the response from the business.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I am still awaiting response from Reliable Van & Storage to my most recent email to the office. I sent it yesterday and asked them to respond by the end of the business day. Over 24 hours later I'm still waiting and have received no meaningful help or response to our issues thus far. This is one of many delayed phone calls and emails from both of their representatives Jessica & Jonathan.As evidenced by the numerous negative reports against Reliable Van & Storage on yelp, google, and other platforms I hope this Revdex.com posting serves as a wake up call for the business or, at the very least, a warning to future potential customers to watch their backs or find a different moving company.It would be great if I could actually get a response from the company, Reliable Van & Storage, offering meaningful help and/or reparations for their multiple failures.
Regards,
[redacted]

We apologize for any unhappiness you have with us. The storage issue is not with us it is with the destination agent in [redacted] The shipment did arrive earlier than planned, but that is no ones fault, delivery dates are just an estimate. Allied would be able to help with the storage refunds...

requested by the shipper.

We are very sorry that the move did not go as planned. The reason the move ended up costing a little more than expected was because the day our estimator went to the residence the shipper and him spoke about shipping 178 items. When the driver came to load the shipment, after looking at the house...

hold goods, thought the estimate was incorrect. It ended up being 325 items and the shipper agreed. She also filled out and signed our paper working saying the crew was careful, fast, very professional, and she would recommend them to family and friends. As for the claim, it is being processed by Allied Van Lines and we will monitor the process to conclusion.

First and foremost we apologize for your unhappiness, but this shipment came from Australia and is not insured by us. We were just the destination agent. In order to have this settled you must go back to the origin agent with whom you made the original plans with.

We would like to apologize that you were not satisfied with the outcome of your relocation with us.  Over the past several years we have conducted thousands of small move estimates over the phone with a high level of accuracy.   Since your were only moving the contents of a 2 bedroom...

apartment we felt more than comfortable not performing an in home survey and conducting the survey over the phone.  Unfortunately you were unavailable so your partner [redacted] gave our salesman the list of items to be moved. Even though [redacted] did the best he could to be as thorough as possible there were a considerable amount of items missed which is where the added weight came into play.  Of these items approximately 29(52 total) of them were PBO containers  "packed by owner" of which only 23 were on the original survey.  As a rule of thumb our industry standard is 40lbs per item which would equate "on average" to an additional 1160lbs.  Nonetheless both parties agreed there was a discrepancy and we settled on cost for adding 1000lbs to your estimate.     The shipment was hauled by an [redacted] driver that was not an employee of Reliable Van and Storage, even though our office confirmed with him that there was a shuttle needed at destination he dropped the ball causing added insult to injury on the day of delivery.   With regards to your missing items, our claims department has reached out to the driver's agency as well as him direct to put a trace on those items.  My claims department has tried to contact you several times to no avail. It would be great if you could cooperate with them to help us find a resolution.  If you could be so kind in light of this new information provided to retort your complaint on the Revdex.com.  Both parties were in full agreement of all moving charges, we will work diligently to try and locate the items not delivered

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

We are never happy when we hear about a customer who hasdamages after a move. However in this circumstance, even though valuation (ECP)was taken, the item which is being claimed as being damaged was delivered to aself storage facility where the customer did not note the damage at time ofdelivery....

Every customer is given “your rights and responsibilities” brochurewhere it indicates that the customer is responsible for inspecting items asthey are being delivered. Being the item was delivered to self storage ourresponsibility for any damages to any item ends being we are not sure whattakes place after the item has been delivered.  At no time was there mention to the crew chief that the crew was rushing to deliverthe goods. We have a very solid process in place where the move coordinatorreaches out to the customer multiple times a day to check the progress. If therewas mention of the crew rushing or performing inadequate services thecoordinator would have been informed and action would have taken place.