Roadway Van Lines Inc

I called a few moving companies & Roadway Van Lines, the Arlington, VA office, is the best. Tasha was great to answer all my questions & set up the move on the day I needed. The moving guys were efficient, knowledgeable & very kind & completed the job in less time than allotted. I'm recommending them to a friend who is going to need some movers.

Date: Fri, Feb 19, 2016 at 12:34 PMSubject: RE: [redacted] Complaint ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>To whom it may concern,We provide a guaranteed price for all long distance moves over the phone and that price is guaranteed for the inventory provided. When the customer hires...

the company and when we show up and the customer wants to load something not on the list we make a revised price BEFORE loading the job, the customer signs, agree's then we load which is what happen in this case. See signature below.....Electronic SignatureI hereby confirm my signature on the following document:Name: [redacted]Email: [redacted].comSigned Date: Wednesday, 12/09/2015 - 13:56:29 EST.IP Address: [redacted]Internet Browser: [redacted]-------------------------------------The customer provided Tasha a list of 226 pieces, when the movers arrived the customer now wanted to load 328 pieces, which shows on the inventory. We also have the revised estimate we provided to the customer BEFORE loading the job, the customer agreed to the new price and signed that he agreed so we begun the job. Roadway Van lines is unsure of why the customer would sign, agree and then disagree after receiving his delivery, invalid complaint......see signature below...Electronic SignatureI hereby confirm my signature on the following document:Name: [redacted]Email: [redacted].comSigned Date: Wednesday, 12/09/2015 - 13:56:29 EST.IP Address: [redacted]Internet Browser: [redacted]-------------------------------------Regarding the delivery the customer was explained the 21 business day window for guarantee and once again he signs the contract and agrees to that, we delivered it before the 21 business days were up, again we do not understand the complaint on the delivery as we stood by the contract even delivered before our window was up, this is excellent service!! See signature below....Electronic SignatureI hereby confirm my signature on the following document:Name: [redacted]Email: [redacted].comSigned Date: Wednesday, 12/09/2015 - 13:56:29 EST.IP Address: [redacted]Internet Browser: [redacted]-------------------------------------The delivery driver tried for 2 hours to drive up to the customer home but the trailer did not fit, the customer wanted the driver to continue to try even after already trying for two hours, since this is an unreasonable request we continue by the contract which the customer signed several days ago when we picked up his items which his signature says he understands and agrees to these terms: (SHUTTLE FEE) see signature below....Once again the customer signed and agreed and then is upset.....another invalid complaint.....Electronic SignatureI hereby confirm my signature on the following document:Name: [redacted]Email: [redacted].comSigned Date: Wednesday, 12/09/2015 - 13:56:29 EST.IP Address: [redacted]Internet Browser: [redacted]-------------------------------------When the customer hires a moving company they have the option to purchase a replacement value insurance in this case the customer did NOT purchase this therefore any damages our done through our claims department called CSI which the customer understands, at least he signed that he understood, the insurance of $0.60 per pound per article. Now he was sent an email on how to file his claim for damages. See signature below..Electronic SignatureI hereby confirm my signature on the following document:Name: [redacted]Email: [redacted].comSigned Date: Wednesday, 12/09/2015 - 13:56:29 EST.IP Address: [redacted]Internet Browser: [redacted]-------------------------------------All the customer's complaints are explained to him before he hired the company, why would he sign everywhere and state the terms and condition are fine and then yet complain about everything, this is unfair and we request this complaint to be marked as resolved. Respectfully,  Tasha O[redacted] EXT: *

September 4, 2014Dear [redacted],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:1. “I have section 8 and I receive SSDI I get my check once a month, do the house that I used to live in I had to be out of there so I had to find a place to put my things until I find a house well I found a house an let the company know thst I will be moving an she told I half yo paid them $2000 if I what my things back”.a. [redacted] contracted Roadway Van Lines to carry out her relocation on 4/2/2014, her items were to be picked up in [redacted] and transported to the storage facility of Roadway Van Lines, as arranged by [redacted]. Charges regarding this move, to date have been gone over twice (2x) to date, i.e. (a). On initially making her reservation, while speaking to her sales representative, and (b). At the end of her pickup on 4/2/2014, Please see below:b. Break down of charges on move day:i, 2 Trucks, 6 guys x 8 hrs x $174/hr - $1,392.00 ii. Packing Material: $ 27.00 iii. TOTAL - $1,519.00iv. Payment Made:Deposit; CC Ending 1932; Auth; [redacted] - ($ 500,00)CC Payment ($ 545.00) Money Order: ($ 500.00)v. Balance from Move Due: ($ 26.00)2. Regarding Storage:a. [redacted] was/is well aware of what her charges for storing her items at Roadway Van Lines, again, I will reiterate, charges regarding this storage, to date have been gone over twice (2x) to date, i.e. (a). On initially making her reservation, while speaking to her sales representative, and (b). At the end of her pickup on 4/2/2014. It clearly states on [redacted]’s Order for Service, pg. 1, as follows: “The first month of storage is FREE. After the first month Roadway Van Lines will charge $500 per month, no pro rating the storage.”b. Please see below for [redacted]'s total amount due for Storage as follows:i. 4/2 – 5/1 FREE ii. 5/2 — 6/1 — $26 credit applied $ 474.00 iii. 6/2 — 7/1 $ 500.00 ,'. iv. 7/2 — 8/1 $ 500.00 - v. 8/2 ~~ 9/1 $ 500.00 vi. 9/2 – 10/1 - $ 500.00 vii. TOTAL: - $2,474.00 viii. Fee: RetuIImed Check - $ 35.00 ix. TOTAL $2,509.00x. Fee WAIVEI) ($ 35.00) xi. TOTAL DUE: $2,474.00[redacted] attempted to make a payment via check in the amount of $650.00 but unfortunately, the check #[redacted] was returned for insufficient funds, which in turn resulted in Roadway Van Lines being charged a return check fee. Like any other company, Roadway Van Lines does assess a return check fee; in this case [redacted]'s Return check fee has been waived.3. Balance Due to Roadway Van Lines: $2474-00 4. Dates [redacted] contacted the company:a,5/7/2014 8/6/2014&8/26/2014b. The above-identified dates are the dates that Roadway Van Lines contacted [redacted] regarding payment of her outstanding balance due for storage, the above-identified dated listed by [redacted] are the dates which she returned our calls.c. Each call was met with the same response “I am still waiting on my check”, this relocation was carried out on 4/2/2014, and this complaint was filed on 8/27/2014, to date 9/4/2014, other than this Revdex.com complaint, we have had no contact from [redacted] regarding payment for her outstanding balance of $2474.00. [redacted] was also made aware that if no payment arrangements were made regarding her storage that her items will be auctioned on 9/4/2014, which is today.5. Regarding Delivery of [redacted]’s Items:Please see below for the options that are available to [redacted] for receiving her items.a. Available options:i. Outstanding balance of $2474 MUST be paid in full $2,474.00 ii. Delivery by Roadway Van Lines (additional cost):2 Trucks, 6 guys- FLAT RATE $1,218.00 ToTAL: $3,692.00iii. [redacted] is more than welcome to pick up her items herself by renting a [redacted], which would save her on additional costs.For this option, [redacted] MUST pay of the balance due, i.e. $2474.00, IN FULL BEFORE attempting to pick up her items.While we all know that times are hard and life is full of uncertainties, Roadway Van Lines apologizes for any inconvenience but cannot release [redacted]'s items until the amount of $2,474 has been paid in FULL.Regarding the Auction of [redacted]'s items, this will be put on hold in the hope that we can come to an amicable agreement, if no agreement can be reached, Roadway Van Lines will proceed with the auction. 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,
The customer did not sign for the additional insurance option so she has the basic insurance of $0.60 per pound. The customer did recently fill out the link to the claim and started the claim process. We do not know what the customer is saying about the $3,000, the fact is the customer received a flat price for 16,500 and included everything. After a sales person went to the house and did an in home estimate. Roadway 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 department. Out of good faith we offer $250.00, this is in addition to what the claims department offers the customer.

[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:
 Once I receive the payment from claims and more information about my cabinet, then I will close this out. 
Regards,
[redacted]

To whom it may concern,We offer every customer an option to purchase additional insurance, this customer accepted the basic insurance of $0.60 per pound per article. (see attachment where customer signed where he understood the insurance replacement value). When a customer has...

damage we refer them to our claims department which is called [redacted] and they have great customer service. The customer is receiving the insurance based off the contract, this is a law. Also attached is a release form showing we paid the customer from ROADWAY VAN LINES $250.00 and we are still allowing him to process his claim through [redacted].  Also attached is the inventory list and the customer's signature that he had received all his items.

[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 response given by roadway van lines ignores our complaint and seems to trivialize the significant issues that did not align with their claim to be a stand up company.  Others should beware!!
Regards,
[redacted]

Date: Fri, Feb 19, 2016 at 12:34 PMSubject: RE: [redacted] Complaint ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>To whom it may concern,We provide a guaranteed price for all long distance moves over the phone and that price is guaranteed for the inventory provided....

When the customer hires the company and when we show up and the customer wants to load something not on the list we make a revised price BEFORE loading the job, the customer signs, agree's then we load which is what happen in this case. See signature below.....Electronic SignatureI hereby confirm my signature on the following document:Name: [redacted]Email: [redacted].comSigned Date: Wednesday, 12/09/2015 - 13:56:29 EST.IP Address: [redacted]Internet Browser: [redacted]-------------------------------------The customer provided Tasha a list of 226 pieces, when the movers arrived the customer now wanted to load 328 pieces, which shows on the inventory. We also have the revised estimate we provided to the customer BEFORE loading the job, the customer agreed to the new price and signed that he agreed so we begun the job. Roadway Van lines is unsure of why the customer would sign, agree and then disagree after receiving his delivery, invalid complaint......see signature below...Electronic SignatureI hereby confirm my signature on the following document:Name: [redacted]Email: [redacted].comSigned Date: Wednesday, 12/09/2015 - 13:56:29 EST.IP Address: [redacted]Internet Browser: [redacted]-------------------------------------Regarding the delivery the customer was explained the 21 business day window for guarantee and once again he signs the contract and agrees to that, we delivered it before the 21 business days were up, again we do not understand the complaint on the delivery as we stood by the contract even delivered before our window was up, this is excellent service!! See signature below....Electronic SignatureI hereby confirm my signature on the following document:Name: [redacted]Email: [redacted].comSigned Date: Wednesday, 12/09/2015 - 13:56:29 EST.IP Address: [redacted]Internet Browser: [redacted]-------------------------------------The delivery driver tried for 2 hours to drive up to the customer home but the trailer did not fit, the customer wanted the driver to continue to try even after already trying for two hours, since this is an unreasonable request we continue by the contract which the customer signed several days ago when we picked up his items which his signature says he understands and agrees to these terms: (SHUTTLE FEE) see signature below....Once again the customer signed and agreed and then is upset.....another invalid complaint.....Electronic SignatureI hereby confirm my signature on the following document:Name: [redacted]Email: [redacted].comSigned Date: Wednesday, 12/09/2015 - 13:56:29 EST.IP Address: [redacted]Internet Browser: [redacted]-------------------------------------When the customer hires a moving company they have the option to purchase a replacement value insurance in this case the customer did NOT purchase this therefore any damages our done through our claims department called CSI which the customer understands, at least he signed that he understood, the insurance of $0.60 per pound per article. Now he was sent an email on how to file his claim for damages. See signature below..Electronic SignatureI hereby confirm my signature on the following document:Name: [redacted]Email: [redacted].comSigned Date: Wednesday, 12/09/2015 - 13:56:29 EST.IP Address: [redacted]Internet Browser: [redacted]-------------------------------------All the customer's complaints are explained to him before he hired the company, why would he sign everywhere and state the terms and condition are fine and then yet complain about everything, this is unfair and we request this complaint to be marked as resolved. Respectfully,  Tasha O[redacted] 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:
This attitude that fails to even acknowledge any wrong doing when the service was terrible and way different from what was promised really proves the issue.  I signed things because I had to and they know that.  As anyone knows, by the time you get to moving day its too late to change.  In addition the price did not double until after every box was packed and on the trucks.  I expected the price to fluctuate but not by 100%.  Finally with all of their attitude about me complaining about things we supposedly agreed to, part of my complaint is that they lost items and did not make final delivery in time.  Notice they didn't respond to that as confidently.  If the Revdex.com is willing to ignore my complaints that would be disappointing.  I read through other complaints currently posted on the site and they sound remarkably similar to mine.  I don't believe this company is 100% honest in dealing with folks and they shouldn't be able to claim a high Revdex.com rating.  At this point I would be satisfied for my complaints to stand on the website as a warning to others and let them decide for themselves - let folks see the dialogue and arrogance in their response and see if they are inspired to continue with their business.
Sincerely,
[redacted]

To whom it may concern,We sent the customer the claims link to begin the process. Thanks.

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 agree. When the...

customer has more items the price then becomes NON-binding.  In this case this is exactly what had happened. If 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 stairs.Regarding 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 scheudle. The customer not to understand about materials being additional to the cost makes me believe he doesn't read what he signed.Being charge for fuel was explained in writing to the customer before he hired the company. He also electronically sign that as well.Regarding 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 back. When 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 21 business days.We request this this matter is closed as satisfactory as we did nothing wrong.

Regardless of the poor communication on your business' part, and regardless of the huge inconvenience your company caused, the fact remains we have not received all of our belongings. I understand you have checked your warehouse and cannot find them, but that only means you have misplaced them. Our delivery contained other people's belongings so I have no doubt in my mind that our missing items were given to other customers.
[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:Regards,[redacted]

To whom it may concern,Our company rating is because we guarantee the price based off a list of items. If when we arrive and the list is exactly the same then the price is 100% guaranteed.However 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 estimate. We 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 load. Also on the move date we showed him space for 500 cube on the truck and he agreed and he signed all the paper work before we are loading the items.The confusion is the foreman whom pick up the job had made a mistake on the inventory list and he skipped 10 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 items. When 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 understand. For this inconvenience our company offers an additional $57 as inconvenience reimbursement.

To whom it may concern,Roadway Van Lines provided a sales person to go to the customer house to provide a guaranteed flat price for her move. After negotiating we agreed to $16,500 for the move. We send TWO trucks and 8 men and also the supervisor of thew company to this job. The...

supervisor made sure everything was packed and wrapped correctly. The men did an excellent job for the customer as well as excellent packing. The customer was even so happy she put a good review on [redacted](she changed it to bad after) and tipped the men $800. The customer complained about some damages. The customer decided not to purchase additional insurance. We provide her insurance for $.60 per pound per article. We send the customer the claims link to file her claim, the claims department would have taken care of the customer from A-Z but no response from the customer. For some reason the customer wants money back from the move which we do not understand.

To whom it may concern,[redacted] had the option prior to the move date as well as on the move date to purchase additional insurance. On the Bill of Lading he signed on the basic insurance of $0.60 per pound per article. Yes he did need to sign and yes we do know this but at the same time he had the option for having to sign on the additional insurance not the basic, this is his choice but of course you need to sign on one of them. Now there is damages and he wants full replacement value and is complaining about it. I am not sure how this make sense to be a valid complaint on the Revdex.com. [redacted] says I am not addressing his complaints as I feel I completely have. What I am interested in knowing is since the customer had all intention of requested full replacement value of any items damaged why wasn't additional insurance purchased?Regarding missing items. When we do our deliveries we unload by an itemized inventory list that the driver as well as the customer have. They check off each items and the customer signs he received them all. After the movers leave the customer called about missing items. Why did the customer sign he received all items if he did not? The customer stated in his complaint that we did not respond to that confidently.

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.

My experience with Tasha and Roadway was very efficient and professional. Tasha explained all of the possibilities so there were no surprises when my stuff was picked up. The movers who picked up my stuff were on time and took good care in loading. When my stuff was delivered, the driver called me two days ahead so that I could be prepared. The movers also took great care in unloading and delivering. They also took care in parking the truck in the narrow driveway so that other residents could get in and out while they were there. The price was competitive with other offers I received. I highly recommend Roadway for anyone who is facing a cross country move.

To whom it may concern,Roadway Van Lines provided a sales person to go to the customer house to provide a guaranteed flat price for her move. After negotiating we agreed to $16,500 for the move. We send TWO trucks and 8 men and also the supervisor of thew company to this job. The supervisor made...

sure everything was packed and wrapped correctly. The men did an excellent job for the customer as well as excellent packing. The customer was even so happy she put a good review on [redacted](she changed it to bad after) and tipped the men $800. The customer complained about some damages. The customer decided not to purchase additional insurance. We provide her insurance for $.60 per pound per article. We send the customer the claims link to file her claim, the claims department would have taken care of the customer from A-Z but no response from the customer. For some reason the customer wants money back from the move which we do not understand.

Review: The carrier damaged furniture and home during deliveryI should have seen it coming when men loaded and only showed up to unloadThe driver even ended up hitting himself in the head with a failing piece of furniture in the truck while unloading to the point I was concerned because afterwards he had a lump on his head the size do a baseballThe delivery service was so bad I called to report 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 claimWhen I filed claim to the claim company I had to go thru 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 processThe company sent me a measly offer based on the weight they determined from ASMA guidelines and said to dispute this I had to provide written documentation from the manufacturer or storeThe 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 damageIn addition I spoke to the moving rep and owner to complain about the furniture damage and property damage during deliveryBeware of the promises the company provides regarding claims and insuranceI've moved across county several times and this was the worse move ever.Desired Settlement: I would like full settlement of the all furniture items I claimed based on the lbs per article agreementBased on the weights I reportedYou charge and bill for delivery by full weight not estimated weightI also would like full settlement for all property damage submitted in my claimI reported the damage to the company at the time of delivery and was asked to file a claim for reimbursement; however after submitting pictures my claim for real property damage was denied due to not writing it on the delivery formI have emails that I sent the company pictures of the damage the day of delivery
Business
Response:
November 12, 2014Dear [redacted],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 [redacted]'s move, and while this is common on the moving industry, it is uncommon for Roadway Van Lines, [redacted] was provided the opportunity to purchase additional insurance at the time of reserving with Roadway Van Lines, and Insurance coverage was explained to [redacted]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 [redacted] 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 [redacted] 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 [redacted], 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"• [redacted] 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 [redacted] 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 [redacted], but unfortunately this is not within the control of Roadway Van Lines.• [redacted] 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 [redacted] as part of her claim to CSI (Claim Service International), [redacted] 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 [redacted]'s "Real Property" damage, [redacted] 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[redacted] 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, [redacted] 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 [redacted] despite the lack of supporting claim documents[redacted], to date has not responded to the offer nor have we had any further contact with [redacted] 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 [redacted] 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[redacted]

Review: I have section and I receive SSDI I get my check once a month, do the house that I used to live in I had to be out of there so I had to find a place to put my things until I find a house well I found a house an let the company know thst I will be moving an she told I half yo paid them $if I what my things back , thst everything that I own me an my kids an mother things are there we are in a empty house right now, I dont have that kind of money an I don't own yhst to them I had to pay yhem $when they moved my things there then she hoing to tell me you half to pay $a month I told her if I knew that I would had never put my things in there she going to say I told you that I s aid know you didn't, I just what my things an another I yhank they bern hoing throw my personal paper because people was calling me an asking me do I own a house on [redacted] I told them no I never own that house I used to live there years ago, an then my last name was [redacted] with a different phone number thats how I know someone there been going throw my things an puting my information on that house some kind of way please help me also I told them when I get my check on the 3rd I will give them my whole check they told me no we need the $are we will auction your things offDesired Settlement: I just what all my thing thats all our clothes shoes and everything that we own we are in a empty house right now an people that I talk to thank that they might had stole some of my things I just what my things please
Business
Response:
September 4, 2014Dear [redacted],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 dayAfter 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:"I have section and I receive SSDI I get my check once a month, do the house that I used to live in I had to be out of there so I had to find a place to put my things until I find a house well I found a house an let the company know thst I will be moving an she told I half yo paid them $if I what my things back".a[redacted] contracted Roadway Van Lines to carry out her relocation on 4/2/2014, her items were to be picked up in [redacted] and transported to the storage facility of Roadway Van Lines, as arranged by [redacted]Charges regarding this move, to date have been gone over twice (2x) to date, i.e(a)On initially making her reservation, while speaking to her sales representative, and (b)At the end of her pickup on 4/2/2014, Please see below:bBreak down of charges on move day:i, Trucks, guys x hrs x $174/hr - $1,iiPacking Material: $ iiiTOTAL - $1,519.00ivPayment Made:Deposit; CC Ending 1932; Auth; [redacted] - ($ 500,00)CC Payment ($ 545.00) Money Order: ($ 500.00)vBalance from Move Due: ($ 26.00)Regarding Storage:a[redacted] was/is well aware of what her charges for storing her items at Roadway Van Lines, again, I will reiterate, charges regarding this storage, to date have been gone over twice (2x) to date, i.e(a)On initially making her reservation, while speaking to her sales representative, and (b)At the end of her pickup on 4/2/It clearly states on [redacted]'s Order for Service, pg1, as follows: "The first month of storage is FREEAfter the first month Roadway Van Lines will charge $per month, no pro rating the storage."bPlease see below for [redacted]'s total amount due for Storage as follows:i4/– 5/FREE ii5/— 6/— $credit applied $ iii6/— 7/$ ,'iv7/— 8/$ - v8/~~ 9/$ vi9/– 10/- $ viiTOTAL: - $2,viiiFee: RetuIImed Check - $ ixTOTAL $2,509.00xFee WAIVEI) ($ 35.00) xiTOTAL DUE: $2,474.00[redacted] attempted to make a payment via check in the amount of $but unfortunately, the check #[redacted] was returned for insufficient funds, which in turn resulted in Roadway Van Lines being charged a return check feeLike any other company, Roadway Van Lines does assess a return check fee; in this case [redacted]'s Return check fee has been waivedBalance Due to Roadway Van Lines: $2474-Dates [redacted] contacted the company:a,5/7/8/6/2014&8/26/2014bThe above-identified dates are the dates that Roadway Van Lines contacted [redacted] regarding payment of her outstanding balance due for storage, the above-identified dated listed by [redacted] are the dates which she returned our calls.cEach call was met with the same response "I am still waiting on my check", this relocation was carried out on 4/2/2014, and this complaint was filed on 8/27/2014, to date 9/4/2014, other than this Revdex.com complaint, we have had no contact from [redacted] regarding payment for her outstanding balance of $[redacted] was also made aware that if no payment arrangements were made regarding her storage that her items will be auctioned on 9/4/2014, which is todayRegarding Delivery of [redacted]'s Items:Please see below for the options that are available to [redacted] for receiving her items.aAvailable options:iOutstanding balance of $MUST be paid in full $2,iiDelivery by Roadway Van Lines (additional cost):Trucks, guys- FLAT RATE $1,ToTAL: $3,692.00iii[redacted] is more than welcome to pick up her items herself by renting a [redacted], which would save her on additional costs.For this option, [redacted] MUST pay of the balance due, i.e$2474.00, IN FULL BEFORE attempting to pick up her items.While we all know that times are hard and life is full of uncertainties, Roadway Van Lines apologizes for any inconvenience but cannot release [redacted]'s items until the amount of $2,has been paid in FULL.Regarding the Auction of [redacted]'s items, this will be put on hold in the hope that we can come to an amicable agreement, if no agreement can be reached, Roadway Van Lines will proceed with the auctionIn 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