Scott Protective Services

Initial Business Response / [redacted] (1000, 6, 2017/01/17) */ It was disappointing to read the details outlined in the customer's complaint regarding the origin serviceOn behalf of the carrier, I apologizeI contacted the agent and forwarded a copy of the customer's concernsTheir response stated a.mstart times are rare and usually increase the costThe agent's record indicates the customer was notified the day prior to packing that the crew would not be able to arrive by a.mbut a call in the a.mwould notify the customer as to the time the crew was arrivingAs for the packing service, I am sorry I am unable to change the circumstances surrounding the moveThe claim has been paid based on the customer's written exceptions noted at the time of deliveryBecause the carrier relies on written exceptions, I am unable to compensate the customer as requested Initial Consumer Rebuttal / [redacted] (3000, 8, 2017/01/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) After I found out missing stuff and contacted my coordinator, I was told to fill in the claim form and it would be taken care ofBut now the company does not acknowledge the missing itemsAs at the time of delivery, due to limited timeline, I did not get change to open all the boxes and assumed that those missing items were packed somewhere in the boxes till I searched all the boxesFor example, regarding the light bulbs, they were originally placed in my lunch boxI told the packing guy not to mix them up with my utensilHe was reluctant to take them out and then I did not know where they were Now the customer had to assume all the loss imposed by the non-professional serviceI was very disappointing and insist my dispute claimI do not accept company's attitude and the non-professional way the whole process was handled Final Business Response / [redacted] (4000, 11, 2017/01/20) */ The customer has a responsibility to document any missing at the time of deliveryWritten exceptions are the carrier's primary means of determining liabilityIt is for this reason the carrier maintains their denial of the reported missing items

Thank you for the opportunity to review the customer concern The damage was a broken shelf from a cabinetThe customer claimed $for the shelf and we accepted liability and agreed to settlement at that amountHowever the customer chose to have a $deductible when they chose their valuation coverage, therefore a check would not be issued for the claimed amount as it did not exceed the $ I am very sorry for the inconvenience the customer has experienced with their move

Initial Business Response / [redacted] (1000, 7, 2015/07/24) */ Contact Name and Title: Cindy BREG# XXXXXX On behalf of the carrier, I am sorry the entire shipment did not deliver on time and togetherAccording to our operations department, the remainder of the customers goods are anticipated to be picked up on 7/with delivery tentatively scheduled for 8/Depending upon availability, the balance may deliver sooner In the event the customer has receipts for items she has purchased as a direct result of the delay, she can submit for consideration OFFER:

Initial Business Response / [redacted] (1000, 7, 2016/03/04) */ Contact Name and Title: [redacted] BXXXXXX On behalf of the carrier, I apologize for the delayed deliveryI understand the customer is working with customer service and delivery is anticipated for next week OFFER: Initial Consumer Rebuttal / [redacted] (2000, 9, 2016/03/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) The delivery was made today but I had some issues with the booking agent A-Freeman that I will take up with themThey opened several packages packed by me and repacked them without my consentI thought you should know that this occurred at a North American agent

I am rejecting this response because: One of the main reasons that we chose to use professional movers was that this was an international move and we wanted people that knew the procedure for shipping internationally As NAVL markets itself as an international mover we assumed that they were familiar with all requirements for shipping and that they would handle this for us We still maintain that knowing the needed paperwork is is NAVLs responsibility and one of the services we were paying for As such their claim that we were unaware of the work visa requirement amounts to the customer being held responsible for the business not knowing their own profession Furthermore:- The movers made an impossible request as work permits are almost always obtained at the boarder when a person enters the country The work permit was sent to the movers within a few hours of being obtained There is nothing the customer could have done to send it any quicker.- The request for the work permit was made only a few days before the planned shipping date, even though the movers were aware that we would be shipping a car well over a month before that Travel plans were already firmly set at this point and there was little time to react.- The move coordinator did not communicate that the shipment would be split or delayed Upon receiving the request we informed the movers that work permits are usually only obtainable at the boarder and gave them our work authorization number, which shows that we had been approved to receive permits once we reached the boarder We told them that we would send it the same day that we got it, which we did The mover responded but did not mention that they planned to delay shipping and split the shipment We assumed everything was fine as we were sending the permit on the same day as the car was to be loaded and there was no chance it would be near the boarder by thenWe only found out about the split shipment days after we had moved to Canada.- The household goods were not actually loaded until days after the work permit was send, so the car could have been shipped with everything else.- Not that this matters, as the above reasons more than suffice, but we have still not been able to find any indication that a work permit is required by Canadian customs to ship a car It is required to pick it up from the bonded warehouse, which makes more sense This seems to be a internal company requirement and not a requirement imposed by customs.The customer did everything they were requested as quickly as possible The delay was caused by the movers own mistakes and we should be compensated for the costs we incurred as a result of this

Initial Business Response / [redacted] (1000, 5, 2016/07/27) */ On behalf of Allied Van Lines and our Agency family, I am sorry for the delayAs requested, we are forwarding a check in the amount of [redacted] to assist with expenses incurred due to the delayAccording to our operations department the balance of your goods should load on Friday, July We anticipate delivery by the end of next weekAgain we apologize for the delay Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of 08/05/2016, we have yet to receive your belongingsWe have been in contact with North American Van Lines, who assure us a delivery is pendingWe have no reason to believe this to be true or accurate, as the AGREED delivery date was 3-days after the loading date of 06/30/and a full weeks and one day has transpired sinceFurthermore, the $check mentioned in response to Revdex.com complaint on behalf of North American Van Lines has yet to be remittedWe paid almost them [redacted] dollars more than a month ago and have not received anything close to satisfactory servicesNothing they have told us has proved to be trueThey lie, cheat and stealI don't use these terms lightlyI will give examplesTHEY LIE - they said they would send a check for [redacted] to assist with expenses incurredThey have notTHEY CHEAT - they have failed to uphold the agreed 3-delivery time (by a long shot) THEY STEAL - they have my families valuable and priceless belongings in their possessionThey do not own our things, yet they keep themThey took payment from me without rendering serviceOn a positive note, [redacted] of North American Van Lines has been pleasant and professional in all correspondence and phone conversationsI know people are just trying to do their jobs, and really hate to be so critical, but my family has gone over a month without their possessionsIf the possibility exists of such a delay, it should be communicated prior to contractual agreementSimply, we just want our stuff Final Business Response / [redacted] (4000, 9, 2016/08/11) */ According to our records, the card member has received her check and her belongingsWe apologize again for the delay

Initial Business Response / [redacted] (1000, 6, 2017/08/25) */ We are very sorry for the difficulties that the customer has experienced on their moveThe wardrobes cartons have been shipped UPS and should be arriving soonA refund of [redacted] has been issued to the customer's credit cardArrangements are in progress to pick up the two Misdelivered dining chairsThe customer will be reimbursed for the [redacted] that she spent Regarding the customer's request to have the [redacted] delay compensation extended through the period of time waiting for the remainder of the shipment, we are unable to comply with that requestDelay compensation is extended through to the second delivery date only if the 2nd part of the shipment is [redacted] or more of the total shipment weightThree wardrobe cartons would not have equaled [redacted] of the shipment weight Initial Consumer Rebuttal / [redacted] (3000, 8, 2017/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Response attached as a pdf file Final Business Response / [redacted] (4000, 14, 2017/09/19) */ The chairs were scheduled for removal by UPS on 8/On 8/the wardrobes that were inadvertently left behind were taken to UPS for shipmentThe customer has been issued separate refunds for $and [redacted] All of the customer's concerns appears to have been addressedPlease advise us if this is not the case Final Consumer Response / [redacted] (4200, 16, 2017/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The chairs were indeed picked up by UPS on 8/HOWEVER, they mistakenly arrived at my house (instead of my clothes) on July 28th and sat in my living room for over a month and were picked up only after over emails and phone calls to Great Plains with no action The boxes of my clothes did finally arrive on 8/HOWEVER, Great Plains was notified on June 12th that they were left behind, and I did not receive them until over months laterI called or emailed Great Plains every single week during that period and I was repeatedly told they would be "shipped this week." I received my refund for the lamp piece and the amount I was overchargedHOWEVER, I had to drive to UPS to ship the lamp part back and my refund was significantly less than I understood it would be from the Great Plains salesman who grossly overestimated my load by [redacted] after I repeatedly expressed concern that the inventory and weight estimate was not correct My move was on June 12th and not completed until August 30thBetween these times, I contacted Great Plains at least times and my move coordinator consistently indicated it would be all taken care of that week which had a very negative impact on me financially, professionally, and personally I am requesting delay compensation of [redacted] from July 7-August 30th for the extremely long delay during which I incurred significant costs due to the gross incompetence of Great Plains MovingAs I said earlier, I understand that is not your "policy" but I do not think it is your policy to treat customers as poorly as I've been treated either and I believe you owe me fair compensation

I am very sorry for the inconvenience for our customerAttached are the certified weight scale tickets that show the weight was accurate at 6140#Customer was paid for the delay and the initial check was short $and for that we apologize but a second check was issued for the additional amount Our valuation coverage does not cover mechanical derangement of electronic items since we are unaware of the mechanical condition prior to moving the items unless breakage or transit mishandling is confirmed by a specialistTherefore, the mechanical condition of the GF clock was not covered Again, I apologize for any inconvenience this has caused the customer

I am rejecting this response because: North American Van Lines is denying that they broke or destroyed things that were in perfect working orderThe guy they sent said the lamp which was rock steady before the move and is crooked and wobbly now could not have possibly been steady before and my stamp collection they poured water on was just stuck to the glue on the envelope and it is very interesting to me that now that I have Revdex.com and my credit card company involved all of a sudden they are ready to fix thingsThey had my thousand dollars for almost two monthsThey insisted they get paid prior to deliveringIf I would have seen the damage they had done, I would have rejected the entire shipmentThe worst possible make bing experience and multiple prior complaints about them

Initial Business Response / [redacted] (1000, 10, 2017/07/18) */ Our operations area is aware of the delay in the completion of the customer's deliveryThe VP and director are personally working on this to get a driver assigned as quickly as possibleWe will keep the customer advised of the progress in his shipment

Pursuant to 49 USC 13702, a HHG motor carrier must receive as compensation the rate that is specified in its tariff. If the shipper alleges loss, damage, injury or delay to his/her shipment, then the liability of the carrier is for the actual loss or injury to property (49 USC 14706)--i.e., filing a cargo claim, etc.-- not a refund or reduction in the tariff rates. Therefore we are not permitted to issue refunds in compensation for service issues. Attached is a copy of the reverse side of the bill of lading, which was signed by the customer, stating we are not bound to deliver in a specific timeframe.... Please see Section 2 of the attached. Again we are very sorry for the delay of the delivery of the overflow portion of the goods and if the customer had out of pocket expenses caused by the delay they can contact customer service to discuss possible compensation for such expenses.

Initial Business Response / [redacted] (1000, 6, 2015/09/16) */ Contact Name and Title: Cindy BXXXXXX Carrier agreed to reduce the charges as a gesture of goodwill OFFER: Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2017/09/12) */ On behalf of the carrier, I apologize for the delayed deliveryWhile delivery dates are not guaranteed, the carrier makes every effort to deliver within the delivery spreadThe customer has days from the date of delivery to submit copies of expenses for consideration for reimbursement and Item of the carrier's tariff limits those items for reimbursement

I am rejecting this response because: You did not answer the phone or return calls for clarification, you hid You offered the credit based on service level Late and not delivered to the level you quoted.Yes you have signed documents because you held us over a barrel We had no other choice to than to sign the document You took advantage of an elderly, year old woman Not very reputable

Initial Business Response / [redacted] (1000, 5, 2016/08/12) */ On behalf of the carrier, I am so sorry for the delayThe entire hotel bill will be credited to the customer's credit card Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/08/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) All I was asking for from the movers was the full credit card amount for the nights we stayed in motelsThey have since fulfilled that requestThank you Revdex.com for your help in getting this settled so fastTake care, [redacted] **

Initial Business Response / [redacted] (1000, 6, 2016/03/21) */ We regret that the customer needed to file a claim for damages on their moveA settlement letter for the non-repairable items was sent to the customer in mid-February; it was recently returned to us by the post office because the address that the customer has provided was invalidA number of the items were denied because they were packed by the customer, not the carrierA carrier cannot be responsible for items which they did not pack, unless the customer notes damage to the cartons on the paperwork at deliveryThere were no such notations made on the customer check-off sheetAfter speaking with the customer and getting an alternate address, the check and letter were mailed out late last weekThe customer should receive them soon Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/03/29) */ TO Revdex.com: An amount was sent to us by the moving company but it is not at all enough to cover the damages that we have incurredThe furniture that was fixed was not, as I had mentioned, fixed by the manufacturer of the products but by another furniture company who thinks they found the parts to fix my dinning table, the beds and the mirror of the dresser of the bed setThey have given a rate based on their thinking but they did not spend the money to purchase the items which they have damaged and are now trying to find a way to get out off fixing or reimbursingThey received [redacted] for the move of my things and they give us back [redacted] for the damages that have incurredI claimed [redacted] and I stick with itI had to ask my new boss to take time off more than the allotted time because their driver decided to quit on the scheduled day of our move when we were already relocated to [redacted] at the time we spend ticket money to come to [redacted] to open our home for them and they never showed upThen when they do come they ruin my carpets with oil stains from dolly and I am not able to stay longer to have then come when they can to clean my carpets so my carpets are ruined as wellThe damages and costs that we have incurred from this move does not just start with the move but from our house the carpets and us having to repurchase more plane tickets to stay back and risk losing my new job to get our stuff to [redacted] In short this is not settled by no means and this case is still open and still needs to be addressed in full Final Business Response / [redacted] (4000, 14, 2016/03/31) */ We are sorry for the damages which occurred to the client's furnishingsRepairs have been made to the damaged items by a furniture repair specialist who has been in the industry for a very long time and whose quality of work is well known to usIt is not necessary for repairs to be completed by the original manufacturer to be quality repairsHere are the repair firm's comments regarding the dining tables - "Dining Table - Referring to prior status report we obtained the proper replacement hardware returned and reassembled." "Dining Table - We did inspect this item more thoroughly and were able to confirm that all of the hardware is thereWe did offer to reassemble this item for the shipper as indicated in our prior status report however she stated that she would prefer that it not be assembled at this time presumably as they have not room for itThere is no known actual damage to this itemWe assume you would not be obligated for reassembly costs as the shipper refused to have it reassembled." For those items which could not be repaired, a check was issued to the customer on February 22, Items which were packed by the owner were declined, as the carrier had no control over the packing of these itemsItems repaired by the furniture specialist do have a limited guarantee in case there are any issues with the repair when the furniture is usedThe hardware obtained by the repair specialist should not create any problems with the usage of the items

Initial Business Response /* (1000, 5, 2015/06/30) */
Contact Name and Title: Bridget ***, Asst/ Pres
Contact Phone: XXXXXXXXXX
Contact Email: ***@SIRVA.com
We are very sorry for the delay in loading the client's household itemsOur operations has been trying every option possible
to locate a driver to load and deliver the shipmentSenior members of management have been involved and are making every effort to assign a driver as quickly as possibleUnfortunately, as June is the busiest month of the year in the industry, we do not currently have a driver who is not currently involved in moving other shipmentsWe have no desire to delay this service any further than necessary
We are unable to refund a portion of the transportation charges as requested by the customerFederal regulation requires that total charges be collected at delivery
At this point a delay in delivery is not indicatedIf the shipment delivery is delayed, The customer may contact us to discuss the possibility of delay compensation
OFFER:
No offer is being made at this time
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was loaded up on 6/and since my belongings were loaded I have been given zero information as to when it will be deliveredYour company gets trusted and paid to figure out the logistics and take the stress out of moving, regardless of what month it isYour company made a promise it has yet to fulfillIf you were too busy then you shouldn't have taken my belongingsI need information on when my belongings will be delivered, at this point I feel more like I was robbed of my belongings than having a service provided
Final Business Response /* (4000, 10, 2015/07/07) */
Contact Name and Title: Bridget ***, Asst to President
On behalf of North American Van Lines, I apologize for the delay in loading and delivering the customer goodsSenior operation managers are in the process of trying to find a loading solutionThe customer was contacted today by customer service and provided with available options regarding delay compensation
OFFER:
Customer has been presented with options regarding delay compensation - we are waiting for his decision as to what he would prefer
Final Consumer Response /* (4200, 12, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have heard this line about senior operations involvement before but it's obviously not doing any goodOur stuff has already been loaded and is still on the same lot of Allied Van Lines in Kalamazoo, MI as when it was loaded from our apartment almost two weeks ago! I was only able to get customer service up to $per day for the late delivery and that's without having any type of discounted rate for the moveTo me, that is laughable considering that is only equivalent to about 1.5% (per day) of the total value of the moveSince I have yet to be given a delivery date, just a window of 7/11-7/which is no guarantee of delivery, I need to be given more compensationWe have had to purchase new clothes, including a couple weeks worth of work clothes for myself, and have had to deal with the anxiety, sorrow, and all the other emotions attached to being in a new residence without any of your memories or belongingsThe $itemized deduction won't work for us as we wouldn't even be able to get more compensation if our delivery window is pushed back againAlso, the hotel/restaurant option won't work since we have a cat and are already in our apartment and paying rentEither we need more compensation above $60/day on the per diem option or we need to see a significantly reduced rate on top of the $60/day to make this work

(The consumer indicated he/she DID NOT accept the response from the business.)
The agreed service date on the contract that we reviewed for signature states delivery will be 11/26/2017- 12/02/See attached file that was sent to us by ABC Moving and Storage
The second delivery was days after 12/02/2017, in violation of the contractThe only portion of the contract that was non-binding was the price estimateSee also the attached file(moving contract.pdf)

Initial Business Response /* (1000, 6, 2016/12/16) */
The customer's claim is currently under reviewWe have asked the customer to supply the model & serial number of her damaged television so that we can research replacement costsWe await the information from the customer
Initial Consumer
Rebuttal /* (3000, 8, 2016/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I provided the serial number info yesterday, so I would like an update on the replacement cost and reimbursementI will put it here again for reference
Model #: ***
Serial #: ***
I paid *** for this TV and bought it about years ago
Final Consumer Response /* (2000, 12, 2016/12/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm glad they are doing something about this and reimbursing me for the most expensive item that was damagedI think they need to change how they sell this "full coverage insurance" since it is very misleading and not communicated appropriately since it doesn't actually "fully" cover the customerThank you
Final Business Response /* (4000, 10, 2016/12/19) */
The customer did sign her Declaration of Value stating that she had received the publication "Your Rights and Responsibilities When You Move"Page of this booklet states, "The following are some actions that may limit or reduce your mover's liability for loss or damageimproper packing of containers you pack yourself..." Since the customer did note the damage to the television, we will reimburse her for her amount claimedWe cannot, however, reimburse her for the damages claimed to the mirror or the wine glass, as these items were not noted as damaged at the time of deliveryPage of the "Rights and Responsibilities booklet states, "At the time your shipment is delivered, it is your responsibility to check the items
delivered against the items listed on your inventoryIf new damage is discovered,
make a record of it on the inventory form." The inventory forms, which were signed by the customer at delivery, also state, "Before signing - check shipment, count items, and describe loss or damage in the space on the right above." These two items, nor their containers, were noted as damaged at the time of deliveryWe will request the payment for the television today

Initial Business Response /* (1000, 5, 2017/01/09) */
On behalf of the carrier, I am sorry it took so long to have the customer's items reassembledAccording to our records the items have all been reassembledWe have a signed release