Roadway Van Lines Inc

November 12, Dear *** ***,Here at Roadway Van Lines customer service is always our first priority, that being said upon first speaking with our clients, we take the time to go over every detail regarding the estimate and your move from the very first day,After going over your
complaint to the Revdex.com, please see the response below, as I will be addressing your complaint from the beginning to the end, in order as follows:“The carrier damaged furniture and home during deliveryI should have seen it coming when men loaded and showed up to unload...The delivery service was so bad I called to report the damage to the company while delivery carrier was presentI was told I had up to days to inspect my furniture after delivery and report a claim.”• Roadway Van Lines apologizes for any damages that occurred during *** ***'s move, and while this is common on the moving industry, it is uncommon for Roadway Van Lines, *** *** was provided the opportunity to purchase additional insurance at the time of reserving with Roadway Van Lines, and Insurance coverage was explained to *** ***It is a priority at Roadway Van Lines to provide the client with all the necessary information that they will need to stay informed during their move from beginning to end• “men loaded and showed up to unload”: This is NOT a possibility that *** *** was sent guys on her move day, as a ft truck ONLY has the capacity to hold men, at the mostOn delivery it is much the same as far a man power, it is IMPOSSIBLE for more than men to be sent to the delivery as an wheeler can only fit men comfortably while on the road, at the mostIt is a priority at Roadway Van Lines to continually improve the level of our customer service to our clientsWe will make an effort in the future to ensure that our clients understand the manpower that will be sent to them on delivery in the future and we apologize for the miscommunication on this end, but again, it is IMPOSSIBLE to send more than men on the delivery, as it is an wheeler that performs the delivery“When I filed claim to the claim company I had to go through a mound of paperwork and send pictures labeled by item number and of my real property damageAfter spending hours to file a claim thru their third party claim processors labor intensive process.”
• Roadway Van Lines apologizes that *** *** found the claim process “labor Intensive” and that there was a “mound of paperwork”, but like with any other insurance company, when filing a claim for any damages whether it be as Auto, Life or Health policy, you must submit proof of your damagesThis is NOT an uncommon occurrence when filing a claim for compensation of any sort, from any insurance company, NOT just ***, which is our preferred insurance company“The company sent me a measly offer based on the weight they determined from AMSA guidelines and said to dispute this I had to provide written documentation from the manufacturer or the store”
• *** *** is well aware of what her compensation for any damages would have been, were they to occur during her move, please see the attached documents that were signed by *** *** accepting the valuation of $0.60/lb per article• Further, using weight determination of an article according to AMSA guidelines is the Standard procedure for settling claims in the moving industry; it is used to aid in determining the weight of an article provided by a leading authority in the industryRoadway Van Lines apologizes that this is unacceptable to *** ***, but unfortunately this is not within the control of Roadway Van Lines• *** *** was asked to provide proof of the weights of the items she listed in her claim, according to “Inventory #" as listed on her inventory, at the time of deliveryPlease see the attached list of items submitted by *** *** as part of her claim to CSI (Claim Service International), *** *** provided the requested list of items but was NOT able to verify WHERE she acquired the weights if the items listed in the claim(See attached documents)
“The company also denied my real property damage claim because they said I did not indicate it on the delivery formThe form does not have a space for real property damage.”
• Regarding *** ***’s “Real Property” damage, *** *** is correct, there is NO spot on the form for real property damage, this is NOT a regular occurrence for Roadway Van Lines, although accidents do happen and we always do advise our client’s to look into their Home Owner’s Insurance in the event that there is coverage that is awarded under their policy for moving accidents or they are given the option to purchase additional insurance either on their own from their insurance company or through our company*** *** declined this option and opted for the basic FREE insurance• Further, as with any other insurance policy/company, proof of cost of repair is required, *** *** did not provide any repair estimates for her “Real Property” damages, instead it was simply listed on her claim form inventory under “Cost to Replace”,
In addition, please see the attached settlement letter in the amount of $that was sent to *** *** despite the lack of supporting claim documents*** ***, to date has not responded to the offer nor have we had any further contact with *** *** following this Revdex.com ComplaintWhile we all know that times are hard and life is full of uncertainties, Roadway Van Lines apologizes for any inconvenience but we cannot process a claim settlement “based on the weights reported” by *** *** for her damaged items until, as with any other insurance claim, she provides proof of how She acquired the weights for the particular items she has listed in her claim Submission or for the “Repairs” to her Real Property, without the above-identified proof of cost to have the repairs done, we apologizeIn the meantime, if you have any questions or if I can be of further assistance, please do not hesitate to give me a call-Sincerely,Tasha O***

To whom it may concern,
Our company rating is because we guarantee the price based off a list of itemsIf when we arrive and the list is exactly the same then the price is 100% guaranteedHowever if the customer has move items on the day of the move we
are not allowed to pick up the additional items without a revised estimateWe must give the NEW price to the customer before loading the customer has to agree to the NEW revised price, again this is before we loadAlso on the move date we showed him space for cube on the truck and he agreed and he signed all the paper work before we are loading the itemsThe confusion is the foreman whom pick up the job had made a mistake on the inventory list and he skipped numbers and of course the customer did not miss any items and we confirmed with him on the day of the move and we made sure we did not leave the place till the customer received all his itemsWhen we tried to explain to the customer the error that had happen with the error on the pick up for some reason he could not understandFor this inconvenience our company offers an additional $as inconvenience reimbursement

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Complaint: ***
I am rejecting this response because:
I received an email from the van line stating that the customer who might have my stuff is in another country and cannot be reachedThat is a blatent lie stating that they talked to all of the other customersEither that, or they are lying about the customer being out of the country try and unreachableI've attached the email hereI am sorry I have not been back in touch regarding the missing items as we can not locate itThat customer never till this second has responded to usThe sales person whom booked the customer said they told her they would be leaving the country so I am not sure when or if I will ever hear from them.
Regards,
*** ***

I recently used Roadway for a move from DC to ManhattanTasha couldn't have been more responsive and efficient, and the estimate was nearly exact to the amount of time it took to load up, drive directly to New York and unload at my new apartmentActually ended up being slightly less time and there was no problem recalculating on the spot to come up with the lower amountBest of all, the estimate came well under all other companies I engagedFreddy was prompt (arrived just before 8:am for a 8-am window), quick, wrapped everything well and didn't flinch at the couple minor challenges that arose in both my former and new apartment buildingI'll use them again

To whom it may concern,Regarding the items the customer stated that he is missing, I have attached the inventory sheet that the customer signed and his signature represents receiving those items and all inventory sheets were signedMy question is why did the customer sign that he received these items then months later informs us now they are missing....?? I would not personally sign something without knowing if I really received it The customer mentioned his boxes were filled half way with white paper and he also stated this was to take up more spaceThis is not trueWhy would we pack a box half full when we know the customer is unpacking and would see thatWe use white paper to protect all glass items that we had packed in a boxI guarantee the boxes with white paper all had glass insideIf there was no glass inside there was no white paper.Regarding damages, and I did mention this in my last reply, we have a great customer service department which will make him an offer based off the contract with basic insurance of $per pound per articleI also attached the Bill of Lading where the customer signed and decided NOT to purchase full replacement valueThe customer agreed and signed to the basic insuranceThe customer stated he has moved over times so we are curious to know why he didn't use the same company he moved with before? Each time he hires another moving? The customer stated we did no attempt to locate his belonging which is not true at allEven though he signed that he received the items he states are missing we STILL attempted to locate themWe tried everything and considering we havre never lost or mixed anything up before and the customer signed he received...I am not sutre wht else he wants us to doWe do everything by the LAW and CONTRACTNo he say she say

From: *** *** Date: Mon, Dec 1, at 2:PMSubject: Compliant # ***To: d***@myRevdex.com.orgHi ***,Great speaking to you just now - I just wanted to follwith an email to confirm that the complaint that I filed (#***) was successfully
resolved with Roadway Van Lines.Thanks,***

To whom it may concern,The customer did not sign for the additional insurance option so she has the basic insurance of $per poundThe customer did recently fill out the link to the claim and started the claim processWe do not know what the customer is saying about the $3,000, the fact is the customer received a flat price for 16,and included everythingAfter a sales person went to the house and did an in home estimateRoadway Van Lines never changed the price on the customer and have been honest on time straight delivery on time, everything went smooth and the customer may have some damages which is why we refer her to our claim's departmentOut of good faith we offer $250.00, this is in addition to what the claims department offers the customer

To whom it may concern,When this company had hired Roadway Van Lines they provided an inventory list over the phone to the sale rep LeeOnce the movers arrived in a foot truck which is the biggest truck in the moving industry next to an wheeler which is feet long, this size truck is used
to do deliveries not pick up's, the customer had 2,cubic feet of furniture which would require TWO foot trucks and we could have provided that to the customer had the customers information been provided correctly to the sales repThe customer gave an inventory list of cubic feet. The customer initially booked the contact as a local job where the terms of a contract going long distance would have been differentFor long distance moves we do not guarantee the delivery dateThe customer was inside of our storage for almost or more than years.This customer did receive the items in two separate trucks on two separate days as well and we do apologize about the inconvenience but at this moment the customer did receive all items. If the customer has any damages we did refer them to the claims link for reimbursement

November 12, 2014Dear *** ***,Here at Roadway Van Lines customer service is always our first priority, that being said upon first speaking with our clients, we take the time to go over every detail regarding the estimate and your move from the very first day,After going over your complaint to the
Revdex.com, please see the response below, as I will be addressing your complaint from the beginning to the end, in order as follows:“The carrier damaged furniture and home during deliveryI should have seen it coming when men loaded and showed up to unload...The delivery service was so bad I called to report the damage to the company while delivery carrier was presentI was told I had up to days to inspect my furniture after delivery and report a claim.”• Roadway Van Lines apologizes for any damages that occurred during *** ***'s move, and while this is common on the moving industry, it is uncommon for Roadway Van Lines, *** *** was provided the opportunity to purchase additional insurance at the time of reserving with Roadway Van Lines, and Insurance coverage was explained to *** ***It is a priority at Roadway Van Lines to provide the client with all the necessary information that they will need to stay informed during their move from beginning to end.• “men loaded and showed up to unload”: This is NOT a possibility that *** *** was sent guys on her move day, as a ft truck ONLY has the capacity to hold men, at the mostOn delivery it is much the same as far a man power, it is IMPOSSIBLE for more than men to be sent to the delivery as an wheeler can only fit men comfortably while on the road, at the mostIt is a priority at Roadway Van Lines to continually improve the level of our customer service to our clientsWe will make an effort in the future to ensure that our clients understand the manpower that will be sent to them on delivery in the future and we apologize for the miscommunication on this end, but again, it is IMPOSSIBLE to send more than men on the delivery, as it is an wheeler that performs the delivery“When I filed claim to the claim company I had to go through a mound of paperwork and send pictures labeled by item number and of my real property damageAfter spending hours to file a claim thru their third party claim processors labor intensive process.”• Roadway Van Lines apologizes that *** *** found the claim process “labor Intensive” and that there was a “mound of paperwork”, but like with any other insurance company, when filing a claim for any damages whether it be as Auto, Life or Health policy, you must submit proof of your damagesThis is NOT an uncommon occurrence when filing a claim for compensation of any sort, from any insurance company, NOT just ***, which is our preferred insurance company“The company sent me a measly offer based on the weight they determined from AMSA guidelines and said to dispute this I had to provide written documentation from the manufacturer or the store”• *** *** is well aware of what her compensation for any damages would have been, were they to occur during her move, please see the attached documents that were signed by *** *** accepting the valuation of $0.60/lb per article.• Further, using weight determination of an article according to AMSA guidelines is the Standard procedure for settling claims in the moving industry; it is used to aid in determining the weight of an article provided by a leading authority in the industryRoadway Van Lines apologizes that this is unacceptable to *** ***, but unfortunately this is not within the control of Roadway Van Lines.• *** *** was asked to provide proof of the weights of the items she listed in her claim, according to “Inventory #" as listed on her inventory, at the time of deliveryPlease see the attached list of items submitted by *** *** as part of her claim to CSI (Claim Service International), *** *** provided the requested list of items but was NOT able to verify WHERE she acquired the weights if the items listed in the claim(See attached documents)“The company also denied my real property damage claim because they said I did not indicate it on the delivery formThe form does not have a space for real property damage.”• Regarding *** ***’s “Real Property” damage, *** *** is correct, there is NO spot on the form for real property damage, this is NOT a regular occurrence for Roadway Van Lines, although accidents do happen and we always do advise our client’s to look into their Home Owner’s Insurance in the event that there is coverage that is awarded under their policy for moving accidents or they are given the option to purchase additional insurance either on their own from their insurance company or through our company*** *** declined this option and opted for the basic FREE insurance.• Further, as with any other insurance policy/company, proof of cost of repair is required, *** *** did not provide any repair estimates for her “Real Property” damages, instead it was simply listed on her claim form inventory under “Cost to Replace”,In addition, please see the attached settlement letter in the amount of $that was sent to *** *** despite the lack of supporting claim documents*** ***, to date has not responded to the offer nor have we had any further contact with *** *** following this Revdex.com Complaint.While we all know that times are hard and life is full of uncertainties, Roadway Van Lines apologizes for any inconvenience but we cannot process a claim settlement “based on the weights reported” by *** *** for her damaged items until, as with any other insurance claim, she provides proof of how She acquired the weights for the particular items she has listed in her claim Submission or for the “Repairs” to her Real Property, without the above-identified proof of cost to have the repairs done, we apologize.In the meantime, if you have any questions or if I can be of further assistance, please do not hesitate to give me a call-Sincerely,Tasha O***

To whom it may concern,
When the sales person gives an estimate over the phone we guarantee the price based off an inventory list, when the movers show up and the customer has more items BEFORE we load any items the foreman makes a revised price which the customer will sign and
agreeWhen the customer has more items the price then becomes NON-binding In this case this is exactly what had happenedIf the customer did not agree to the new price my question is why did he sign that he did? We charge this customer for the actual space he took up inside of our truck, it is not like we charged him for space he was not utilizing!
The customer was charge for an elevator at the destination not stairsRegarding any materials used we explain that blankets are free but anything else is for sell and we send this is writing for the customer to electronically sign and this is before we even put the customer on our scheudleThe customer not to understand about materials being additional to the cost makes me believe he doesn't read what he signedBeing charge for fuel was explained in writing to the customer before he hired the companyHe also electronically sign that as wellRegarding the delivery we can reach all our employees what the customer was explained is that there is truck issue's and the truck shop is the one whom could not give us direct answers as to when we would receive our truck backWhen a company doesn't even know when the truck will return to load a customer's items then how could we give an ETA for delivery? The customer did receive his items with in the contracted allotted time of business daysWe request this this matter is closed as satisfactory as we did nothing wrong

To whom it may concern,
We sent the customer the claims link to begin the processThanks

Two years later - yep moving again and Van Lines were my movers againAs usual, superlative service - speed, efficiency and pleasant attitudes from the crew! nothing was lost or broken and they shaved time off the estimated move time - again!
Tasha gave great advice and the crew arrived on time and ready to haul!
Wonderful, stress-free movethanks guys!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: It says nothing about the lsot items; the unprocessional, packing, the fact that some boxes were msotly filled with paper to increase the cubic foot cost and the fact they left items in the rain during the unpacking--including mattresseses which had to be dried. Or the fact they delivered items to us that did not belong to us which we returned. Nor does it address any effort on their part to even locate our missing items valused at over $7000, Or the fact that the initial price was doubled after they had the goods mostly loaded. I have moved more than times, including four overseas moves and this is the worst move experience I have eer had
Regards,
*** ***

Roadway was all that you could ask for, Professional in all aspects from beginning to endI was in contact with the call center with questions that were answered with complete satisfactionMy contact Tasha was always there and I was confident with her professional ways.Roadway was always in touch with us for times and dates and on time every timeMy daughters move from Baltimore, Md to Tampa, FLcould not have gone better, From the packers to the driversThank you very muchBob H***

From: *** *** Date: Mon, Dec 1, at 2:PMSubject: Compliant # ***To:
d***@myRevdex.com.orgHi ***,
Great speaking to you just now - I just wanted to follwith an email to confirm that the complaint that I filed (#***) was successfully resolved with Roadway Van LinesThanks,
***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I received an email from the van line stating that the customer who might have my stuff is in another country and cannot be reached. That is a blatent lie stating that they talked to all of the other customers. Either that, or they are lying about the customer being out of the country try and unreachable. I've attached the email here.I am sorry I have not been back in touch regarding the missing items as we can not locate it. That customer never till this second has responded to us. The sales person whom booked the customer said they told her they would be leaving the country so I am not sure when or if I will ever hear from them. 
Regards,
[redacted]

To whom is may concern,This customer did hire Roadway Van Lines to complete his cross country move. When the customer hire a moving company he was present with an option to receive a full replacement value insurance, the customer did not purchase that and continued with the contracted $0.60 per...

pound per article so regarding any damages the customer was sent a link to register the claim through our claims department.Regarding the missing file cabinet, I called every customer that was on the truck with [redacted] and no one is claiming they have a cabinet that does not belong to him and the cabinet is not on the truck nor in the warehouse. Therefore we would ask the customer to file this in the claim as well. [redacted] mentions there are important documents inside.........ALL our contracts CLEARLY state the following:The mover can not be held responsible for items left at the residence after loading. it is your responsibility to make sure that nothing is left behind. Please make sure that you check your closets, cabinets, drawers, attics, basement, garage and any outside areas before the driver leaves the pickup. Do not ship bank bills, coins, currency, securities, deeds, notes, drafts, valuable papers of any kind, jewelry, postage or revenue stamps, stamp collections, precious stones or precious metals. These items are not covered by any security option.I have also pasted his electronic signature which indicates the customer understands and agrees to the terms and conditions.Electronic SignatureI hereby confirm my signature on the following document:Name: [redacted]Email: [redacted].comSigned Date: Friday, 05/22/2015 - 13:02:14 EST.IP Address: [redacted]Internet Browser: [redacted]We request the customer to work with the CSI claims department for the reimbursement contracted.

To whom it may concern,
Roadway Van Lines provides service to the customer by cubic foot not weight. The customer called to get an estimate from us over the phone, we could not provide an in home estimate considering the distance was 2 hours from our location. We also explained specifically...

to the customer we do not charge by weight only by space/cubic feet.  The customer requested an estimate based off 1658 cubic feet which is based off another moving companies in home estimate, not with my company. The estimate Tasha provided to the customer was based off the customer request of 1658 cubic feet. When we arrived on the day of the move the customer had a lot more from the estimate he received from us over the phone. In this case we never pick up the job and then give the customer the bill after. We explained to the customer about the additional items he wanted to load the price for that before we loaded and opened the revised estimate to sign and agree tot he total price. After we receive a signature for approving the additional cost for the move and all the paper work was signed we do the customer's job. The customer agreed to this price before we began to work.Regarding the damages the customer has two options to choose between with free insurance which covers the customer up to $0.60 per pound per article or based off the customer's value of the items could have purchased additional insurance from an insurance company who we work with, full replacement value insurance would be additional to the estimate. The customer chose and signed on the $0.60 per pound per article option and when he had a claim we referred him to our claims department which is called CSI and they offered him the claim value for $145.00. The customer decided not to except that and chose to complain about the price 1 year later, we have never heard about this.
Thanks,
Roadway Van Lines

Date: Mon, Apr 4, 2016 at 10:36 AMSubject: RE: complaint ID [redacted].To: [redacted] <[redacted]@myRevdex.com.org>To whom it may concern,This customer received two seperate deliveries as we do apologize for that is was a mistake but we assure the customer she received ALL items, the fact that she mentioned she is still missing something is wrong. We have inventory signed b the customer stating they receive all their items.Since this complaint is with a different department as myself the customer will be referred to our claims department CSI. ###-###-####. www.[redacted].org I work Monday - Friday from 9:30am-5:30pmSaturday (Closed)Sunday 10am-3pm Respectfully,  Tasha O###-###-#### EXT: *

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The owner of the company and I spoke after before the July 4th holiday. He had asked for my bank account so he could"wire" the 3,000 dollars in damages back to me. I was not comfortable with that and he promised he would mail the check and we would have right after the holidays as long as I would take down my negative post about their below average Moving service. He is lying that he doesn't know what I'm talking about. 250.00 is insulting. They damaged so many things that were unique and one of a kind. I would like any consumer to see what a an unethical business Israel and his crew is running. I donated my king size bed and bed frame so he could give to Jewish charities as wll as toys for his own family and he can not do the right thing. 250 is insulting and results in nothing. He should be reported to all commerce communities for disregarding a costumer providing horrific service, hiring under qualified movers and not having enough packing materials to do the job right. I should not have to pay for a job poorly done after I also tipped and also donated to his "charity" and personally to his family  I would hope he would so the right thing and pay the 3,000 that he has spoken to me on and I have emails I have saved asking where is the check? It's his conscious and hiwpfullybso Revdex.com will allow others to see he is unethical and not a professional mover. 
Regards,
[redacted]