Scott Protective Services

Initial Business Response /* (1000, 6, 2017/08/22) */
On behalf of the moving company, I apologize for the dayAccording to the driver, delivery is anticipated for 8/The driver will contact the customer to confirm delivery
Initial Consumer Rebuttal /* (2000, 8, 2017/08/27) */
(The
consumer indicated he/she ACCEPTED the response from the business.)
Yes we are happy to FINALLY have all our possessions delivered! However, a delay from our original date of delivery of July until August is TOTALLY unacceptable! A complete lack of response from the company after our repeated calls and their simply stating "I want to apologize" to the Revdex.com compliaint is definitely unprofessional at bestWe will be filing claims for some damage and for out of pocket expenses caused by the terrible delayThe Revdex.com rating of A Plus is absolutely not justified given the delay and continual failure to call us after our REPEATED calls for help

We are very sorry that the shipment was not delivered within the agreed upon datesThe contract is for the transportation of household goods from origin to destination, and this has been completedThe contract terms on the back of the Bill of Lading, which the customer signed, state that the
carrier is not required to transport the goods within any particular timeframe, other than with reasonable dispatch
As a regulated carrier, we are required to collect all tariff charges dueAs such, we are not permitted to make an adjustment in the charges due for the service completed
Generally delay compensation is not considered on the overflow portion unless the overflow consists of over 20% of the weight of the entire shipmentHowever, if items of necessity are included in the overflow compensation can be considered
Our record indicates the customer was offered inexpensive furniture purchase and the offer was declined
We are very sorry for the inconvenience experienced by the customer

Initial Business Response /* (1000, 6, 2017/03/27) */
Please ask the customer to provide the states that they moved from and to, or a registration number on their move, so that we may investigate
Initial Consumer Rebuttal /* (3000, 18, 2017/05/01) */
cASE # XXXXXXXX REF #
XX-XXXXXXX-XXXXXXXX-X-XXXDear Revdex.com The check that was to be sent....was NOT SENT!!!
I have been hearing for almost one year now that a check would be sentLies!!!
I see no reason for North American Van Lines have a A+ ....what a joke!
I thought the Revdex.com would tell the truth about a business
Back to social media
I do think no reason that I can't also mention Northern Indiana Revdex.com....START WITH TRUST....HUMMM
*** ***
*** *** *** ***
** XXXXX
Final Business Response /* (4000, 20, 2017/05/04) */
On behalf of the agent I apologize for the continued delayCheck# *** was sent on April
Final Consumer Response /* (4200, 22, 2017/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did NOT get the check!!!
Our address is the same as one year ago
*** *** *** ***
*** *** ** XXXXX
We do not have the bolster for the new Restoration Hardware chairIt has been one year that we have been waiting for it to arrive
*** ***

I am rejecting this response because: : 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 contract. Durring this day period we had no living room furniture to sit on, plus many other missing items that made living in our new home uncomfortable See the original complaint for further detailsMy understanding of the contract, as explained to me by ABC Moving and Storage, was that the only portion of the contract that was non-binding was the price estimate

Initial Business Response /* (1000, 7, 2017/11/13) */
On behalf of the carrier, I am sorry the customer could not report a claim free moveI can assure you a very thorough trace has been initiated in order to assist the customer with his reported missing itemsAll claims for loss/damage must be
substantiated and are settled based on the carrier's liability
Initial Consumer Rebuttal /* (3000, 9, 2017/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not accept the response until the items are located or the claim is settled
Final Business Response /* (4000, 11, 2017/11/21) */
The claim will be settled based on carrier liability

Initial Business Response /* (1000, 5, 2015/04/30) */
Contact Name and Title: *** B REG# XXXXXX
On January 20, the carrier offered the customer a gesture of goodwillShe declinedIncluded with the gesture of goodwill was information explaining the arbitration program the carrier is
required to provideGiven that the customer chose to "temporarily patch" her items prior to allowing the carrier the opportunity to inspect, the carrier is of the opinion that they have made a good faith effort
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact that I was paid $for missing items, damaged items (some beyond repair),and pieces of bent and damaged iron furniture, in total a claim for $3941, speaks for North American Van Lines/SIRVA's fraudulent, and misleading business practices under the contractual terms of their "Full Replacement Value, zero deductible, North American Protection Plan" for which I paid an additional $
It is also deliberate that North American does NOT mention the value offered in their "goodwill", which based on the damages and losses was insignificant
Due to some recent revisions in Federal law regulating interstate transport, the Federal Department of Transportation (DOT) no longer has the ability to take action against carriers such as North American per *** ***, Head of the Household Moving Team Investigations section of DOT (XXX-XXX-XXXX)Nevertheless, North American continues to have Federal transport contracts
Additionally, North American is beyond the reach of the Indiana Bureau of Insurance for insurance fraud due as they have no registered insurance policies with the State of Indiana per *** *** with the Bureau (XXX-XXX-XXXX)
A National Consumer Database Complaint for fraud, false, and misleading business practices was filed and remains open under case #XXXXXXXXX
Additionally, Congressman *** *** from Florida opened a Congressional Inquiry into North American Van Lines actions of fraud, and misleading business practice, and this investigation is open and in processAll file data is now public information under HIPPA and may be obtained directly from Congressman *** aid, *** *** (XXX-XXX-XXXX)
It is my understanding that Congressman Murphy may also be assisted in this inquiry by the office of Senator Joseph Donnelly of Indiana through his aid Jordan Isaac (XXX-XXX-XXXX)
Congressman *** is likely to soon be elected to the Federal Senate, and this matter may well become the subject of additional Federal legislation that is now needed to protect consumers involved in interstate transport, as I suspect that North American Van Lines is only too aware that their actions are presently beyond the reach of the regulators (with the exception of the Attorney General's Office as fraud is a criminal offense) and they can conduct themselves in this manner without likelihood of consequence (for the moment)
I therefore expect that the Revdex.com cannot do much to assist in resolving my complaint EXCEPT to make the above facts known publically so that other consumers can be forewarned
Final Business Response /* (4000, 9, 2015/05/05) */
Contact Name and Title: *** **
Thank you for sharing the customer's commentsThey will be documented in her file
OFFER:
Final Consumer Response /* (4200, 11, 2015/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no proposed Revdex.com offer or resolution from North American van Lines to accept
Please note that of my total claim for lost and damaged items in the amount of $3,941, the lost items alone totaled $2,I received $in total insurance payment from North American Van Lines
Also note, there is NO EVIDENCE that I have done anything to cause further harm to my belongings since they were delivered on October 16, Previous statements to this effect by North American Van Lines are a attempt to justify a payment of $on a $3,claim
Any terms or limitations to "Full Replacement Valuation" coverage with "No Deductible" in the amount of "$40,000" were NOT disclosed in the point of sale consumer materials for the "North American Protection Plan", and therefore, not a part of the contract formed under Bill of Lading #XXXXXX between myself and North American Van Lines
Undeniably fraudulent, and misleading business practices by North American Van Lines

Initial Business Response /* (1000, 5, 2016/11/07) */
We are sorry that the customer's goods have been delayedAt this time we have an unconfirmed arrival date for 11/Unfortunately we are unable to comply with the customer's request for motel reimbursementOur operating tariff states that
delay compensation will be paid on shipments weighing 3500# or moreThe customer's weight does not meet this criteria
Initial Consumer Rebuttal /* (3000, 7, 2016/11/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This weight point was never discussed by your representative while giving the quote I am very much disappointed with the way things have been handled It took almost a month for them to provide a date and time and it has crossed the date range (10/27)that was given I would like you to at least cover a part of loss that had taken place here
Final Business Response /* (4000, 9, 2016/11/14) */
Unfortunately, we are unable to comply with the customer's request for delay compensationProvisions regarding delay expenses are stated in the carrier's tariff, which any customer may inspect upon request at any local North American agencyDelay compensation is offered on shipments of 3500# and aboveThe customer's shipment does not meet that parameter

(The consumer indicated he/she DID NOT accept the response from the business.)
We were "guided" by the company and their customer service to input this $claim since we could not find a company to replace the shelfConvenient for them that it was below the deductible

Initial Business Response /* (1000, 5, 2016/08/05) */
WE will ask that a weight audit be done on the second shipment, based on the items listed on the customer's inventories. We will get back to the customer after receiving the results.
Initial Consumer Rebuttal /* (3000, 7, 2016/08/10)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Weight audit of what was moved is acceptable but in addition I want the weigh ticket of the city truck at time of pickup from White Sage Loop Lakewood Ranch FL on 05/19/16 which will be more accurate....
Final Business Response /* (4000, 21, 2016/08/25) */
The weight audit has been completed and has returned a constructed weight of 5367#. It is entirely possible that the original weight of 4220# from the first move was the one that was incorrect. The weight audit has verified the weight tickets, and no refund will be issued.
Final Consumer Response /* (2000, 23, 2016/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Will be sending a check to Greater Syracuse Moving & Storage in the amoumt of [redacted] in full satisfaction of the balance due.
I will be expecting a check from No. American asap in the amount of [redacted] for my Late Delivery Claim since now my Balnce Due is paid in full.
Would like an email sent to me verifing both transactions/receipt or a formal letter.

Thank you for the opportunity to review the customer concern.
The damage was a broken shelf from a cabinet. The customer claimed $69.52 for the shelf and we accepted liability and agreed to settlement at that amount. However the customer chose to have a $250.00 deductible when they chose their...

valuation coverage, therefore a check would not be issued for the claimed amount as it did not exceed the $250.00.
I am very sorry for the inconvenience the customer has experienced with their move.

Initial Business Response /* (1000, 5, 2017/06/08) */
We are sorry for any inconvenience that we have caused the customer. We have been in contact with the customer's son, and as of last evening advised him that we have a transportation solution in mind. The driver's dispatching agent advised me...

this morning that she would contact the customer this morning to advise the ETA for the delivery of the goods. We have advised him that we would assist his mother with expenses related to the delay.

I am rejecting this response because: North American Van Lines is denying that they broke or destroyed things that were in perfect working order. The 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 things. They had my 17 thousand dollars for almost two months. They insisted they get paid prior to delivering. If I would have seen the damage they had done, I would have rejected the entire shipment. The worst possible make bing experience and multiple prior complaints about them

Initial Business Response /* (1000, 5, 2016/05/26) */
We are sorry that the customer found it necessary to file a claim. The customer check off sheet attached shows that items numbered 371 to 460 were checked off by the customer has having been delivered. The inventories show that the numbers of...

the items shipped ranged from 371 to 460. The customer therefore confirmed by utilizing the customer check off sheet that all items tendered to the carrier were delivered. Many of the cartons listed on the inventory were packed-by-owner cartons, so the carrier would not know what the contents of the cartons would have been. In the determination of a claim settlement, the carrier must rely on the paperwork completed at the time of delivery. Our tracing efforts did not indicate that a mis-delivery had taken place.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sufficient tracing efforts were not completed by NAVL and additional inquiry and measures should be addressed.
More details are included in the attached file.
Final Business Response /* (4000, 9, 2016/05/31) */
The item checkoff sheet is provided to the customer as a means of noting each box as it is removed from the truck. If any items were received without tags there is a space to note that on the checkoff sheet as well. Tracing cannot begin until a written claim is received, because quite often a customer will report an item missing, thenm they will locate it and not advise us that the item was found. Therefore, tracing does not begin until the claim is received in writing. The customer's items delivered in late November 2015 but their claim was not received by us until early April 2016. We have asked the connecting customers if anything was delivered to them in error, but we cannot ask them to go through any possible storage facilities or to open any cartons that they have not yet unpacked. The other customers are provided with our contact information and asked that if they do subsequently locate the missing item to please contact us that we can arrange for pickup.
Final Consumer Response /* (3000, 16, 2016/06/14) */
We were on vacation. I want to reopen this claim. The company has not done anything additional to remedy the trying to find our missing box more then the original "we contacted the other shippers." We are of the belief more should be tried.

Initial Business Response /* (1000, 11, 2015/08/05) */
Contact Name and Title: Cindy B. XXXXXX
On behalf of North American Van Lines, I apologize for the delayed delivery and damages. The cost of the move is based on weight, services provided and distance. We are unable to refund lawful...

transportation charges. A request has been made to expedite the auditing of the charges. The restoration company will inspect and submit their written report as soon as possible. I understand they have an appointment today.
OFFER:
Initial Consumer Rebuttal /* (3000, 13, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, we do not accept your response. The gentleman sent out yesterday inspected items was PAID by your company to inspect our items, therefore a biased opinion will be made about our damage. Many comments were made about using touch-up markers on scratches to furniture. Some of the scuffs and scratches go beyond what a marker can fix. Also, what about having no help in setting up our furniture and being left to our own devices when at origin all furniture was broken down and we were told (as with past moves) furniture and TVs will be assembled by the movers? We have been provided little to no direction as how to handle disposing of boxes and packing material at this point - so we have that laying all over the house until directed otherwise. Our lives have been placed on hold because of North American's incompetence in handling this entire situation. There must be some other option in assisting in a situation such as this.
To summarize our response to your explanation... Yes, the move price that we were quoted was based on weight. But one thing that wasn't included in the quote was that our stuff wouldn't be assigned a driver and would sit in Florida for five weeks before it was shipped. What wasn't included in the agreement was that our weight would be overestimated by 22% and then only lowered by 9% once the truck was weighed. What wasn't included in the cost was to be IGNORED completely by Beltmann Relocation Group after July 10 because they didn't want to answer my questions. I was incredibly polite and was NEVER threatening with Shari or Carol. All I did was ask where our goods were, when they would be shipped, and why we were overcharged for our household weight by 22% and only had our weight charges lowered by 9%. Shari told me she would contact her GM about the overcharge, and I never heard another word. I wasn't given another person's name to contact or a number to call. I was ignored completely and never heard back after July 10. All I wanted to know was where my stuff was. She couldn't even answer that simple question. What wasn't included in my quote was that even though all of my furniture items were covered in blankets and shrink wrap in Florida as it left my apartment, NOT ONE item was covered in blankets, shrink wrap, or any other protective covering as it was hauled off the truck and carried up one flight of stairs to my apartment. What wasn't included in the quote was the fact that about one half of my tubs were dented or literally destroyed in the five weeks they disappeared into the North American Bermuda Triangle of moving. What wasn't included in the quote was that the movers refused to help put furniture together because of "liability reasons." What wasn't included in my quote was that my dresser's back would be damaged and covered with a light-colored piece of particle board that doesn't match the furniture with NO EXPLANATION given to me by anyone. I was never told that this damage had occurred and only discovered it by myself. What wasn't included in the quote was that the mirror to that dresser would be broken and scuffed so that it couldn't be attached to the dresser. Could that be the reason that the mover couldn't help assemble my furniture and TV and not the "liability" reasons he mentioned? What wasn't included in my quote was that the movers would destroy the closet to my front entrance hallway and not tell me they did it. The closet door track was bent, doors knocked out of place, and the wood trim cracked. What wasn't included in the quote was the fact that I would have UPS deliver packages for your employees to my home without warning. What wasn't included in the quote was the fact that we would be told directly contrasting stories from the insurance agents. First, we were told no one would be sent to inspect the damage because the nearest person was 164 miles from us so all the inspections would be conducted using photos that we had to provide. We were told we should ask "family and friends" to find people to do all the repairs to our damaged goods. Then when we said we had no clue who to contact to repair the furniture and items damaged by your company, we were told that no one would be sent because the nearest person was 194 miles from us. The distance was growing. Then we were told someone in Sioux Falls was located and that nothing could be done until he came to do the inspections. We were told we could get rid of our packaging and then we were told not to get rid of anything until the man came to inspect. We are told one thing one day, and then told the 180 degree opposite the next.
Your brief response and lack of compassion by pretty much everyone with North American and SIRVA has left an incredibly bad taste in my mouth. (With the exception of Donna Smetko in Fort Wayne who has been the ONLY person of assistance who seemed to give ANY empathy during the five weeks our belongings were lost in transport with no assistance from anyone.) This lack of assistance and cold, emotionless responses from North American is not going to go away. I will be spreading the word far and wide on EVERY online review website I can find with the horror story that this move has been. I will make sure to let everyone know also about how now, almost two months after having to wait five weeks for my stuff to be delivered, having my to sleep on the floor, having about 10% of my belongings damaged or destroyed, and having to search online myself to find someone, ANYONE to contact me who could tell me where my stuff was, that you respond by simply saying "The cost of the move is based on weight, service provided and distance." I would hardly term what I was provided as "service." Everyone online is going to be able to read exactly the type of "service" North American Van Lines and SIRVA provides.
Final Business Response /* (4000, 19, 2015/08/13) */
Contact Name and Title: [redacted] B.
According to the audit, the shipment was billed based on a weight of 4,180 pounds. The estimate was 5,355 pounds. The difference was 1175 pounds. As stated on the Estimate/Order for Service, ' If the actual weight of your shipment is less than the estimate weight of 5,355 pounds, the Guaranteed Not to Exceed Price will be reduced by $36.82 per 100 pound difference between the actual and the estimated weight. With this in mind, the customer's charges were reduced $432.64. The customer paid the charges based on this information. No further refund is due.

OFFER:
Final Consumer Response /* (4200, 21, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So let it be known that North American Van Lines overestimated the weight of a two bedroom home by 1/5 - and if not followed up on through the Revdex.com, it may go un-noticed, as Beltman relocation stopped contact over a month ago. Just making other consumers aware. Thank you for that information so people and the Revdex.com and the state of SD know.
Next - is it customary for your people to break down all items at the point of origin and when they arrive at destination, people are left to their own devices to put all furniture and TV's back together? How are you going to rectify that situation for us?

Initial Business Response /* (1000, 6, 2016/07/06) */
We are very sorry for any inconvenience that the customer has experienced as a result of the delay. The month of June is very busy in the moving industry as a whole, so obtaining another driver from another carrier is not an option, as they are...

also busy covering their own shipments. Their dates are not guaranteed; they are agreed upon dates. The contract is for the loading, transportation and delivery of the goods and that is in progress. The customer was offered [redacted] compensation as an alternative, they have also been offered a total of [redacted] for purchases to be back up by receipts. They were also advised that they could receive a lower flat amount and submit receipts for [redacted] of reasonable restaurant meals. Meals are not reimbursed at [redacted] because the customer would have incurred food expense in any case - it is a normal daily living expense. purchases are also reimbursed in part as the customer will have continued use of the items. The customer has requested that their charges be reduced. As a federally-regulated carrier, we are not permitted to do this. The law requires that total charges be collected. Charges will need to be reinstated to the credit card for the driver to be allowed to deliver the shipment.
Initial Consumer Rebuttal /* (3000, 8, 2016/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by [redacted] the person that worked on the contract and quoted me the price, that my goods would be delivered no later than the 27th. That was in the contract that we both signed, so I consider this a guaranteed date.
I have had to spend time and money shopping for household goods, clothes, and items to perform my work. Items I would not have had to purchase if NAVL agreed to our signed contract. The [redacted] only covers a fraction of the expenses I have occurred. Further, it does not cover time I have to take off of work to meet the driver for our new delivery date. Nor, was NAVL willing to work around my schedule to deliver the items on the weekend.
NAVL falsely advertised their product, broke a contract, and is unwilling to accept responsibility. This is absolutely despicable and should not be tolerated by the Revdex.com or the federal government.
We are helpless consumers with minimal rights regarding these types of things while the large corporation have no accountability or repercussions for their actions. They would rather offer to pay [redacted] dollars to me rather than have to comply with their contract because they know there are no consequences.
My driver was supposed to arrive today, 7/7/2016 at 8am. The driver is still not here, nor has the driver or NAVL contacted me. This is absolutely infuriating.
Final Business Response /* (4000, 10, 2016/07/13) */
We regret the delay in delivery of the customer's household items and for the inconvenience which he experienced. [redacted] per day was only one of the options which the customer was offered. Here is an excerpt from the e-mail in which delay compensation was discussed. This e-mail was sent on June 27th, before the customer sent his complaint to the Revdex.com:
"Per our conversation we will reimburse up to [redacted] for items of necessity to stay in your home. Please purchase the items that are needed as long as the total amount authorized is not exceeded. We reimburse for household essentials such as air mattresses, bedding, kitchenware, card table/chair sets, bath towels, etc. Please be advised that we do not reimburse for groceries or toiletries as these are considered normal, everyday living expenses.
If you do not want to purchase kitchenware, we will reimburse up to [redacted] for other household necessities and [redacted] of reasonable itemized restaurant meal receipts excluding alcohol. We reimburse [redacted] of restaurant meals to help offset the additional cost of eating out rather than purchasing and preparing your own meals.
The third option we discussed was a flat per day payment. If you do not wish to submit receipts for reimbursement we will pay a total of [redacted] per day for each day of the delay. Please note this option cannot be combined with the reimbursement of any expenses."
$30 per day is offered if a customer does not wish to provide purchase receipts. As can be seen in the e-mail, they were offered several options besides the [redacted]
The dates are not guaranteed and are not a part of the contract. The contract is for the transportation of the items, which has happened. we are sorry that the items did not deliver within the agreed upon dates.
Had it been possible to get another driver we would have. Another transportation company would not have provided us with a driver - they are in the process of trying to load their own shipments and would not have drivers available to loan to us.
As a federally-regulated carrier, we are required to collect all charges due. Charges are based on weight, miles travelled, and services performed such as packing. We are not permitted to issue refunds as a means of making up for late deliveries. this is why we pay delay compensation. Purchases of items of necessity are covered in part as the customer will have continued use of the items which they bought.
Final Consumer Response /* (4200, 12, 2016/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The contract I signed contained the agreed upon dates. To me, this is part of the contract and therefore you broke your contract with me.
You should not be a federally-regulated carrier as you cannot uphold your contract.
The three options you provided for reimbursement are not acceptable as they cover a fraction of the costs I incurred. Not to mention, they do not cover compensation for additional time I had to take off of work to be home for when the driver showed up outside of the contractual dates.
Your company should not sign contracts you cannot uphold. Maybe you need to change the wording in your contracts. It is really unfortunate is dishonest.
Further, when I finally did receive my household goods, several items were stolen and broken. Some of these are irreplaceable.
I will never do business with a corporation like yours that lies and steals from innocent people. You should be ashamed to work for a deceitful company. Shame on you and North American Van Lines, one of the worst companies I have had the unfortunate experience of doing business with.

Initial Business Response /* (1000, 6, 2016/03/21) */
We regret that the customer needed to file a claim for damages on their move. A 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 invalid. A number of the items were denied because they were packed by the customer, not the carrier. A carrier cannot be responsible for items which they did not pack, unless the customer notes damage to the cartons on the paperwork at delivery. There were no such notations made on the customer check-off sheet. After speaking with the customer and getting an alternate address, the check and letter were mailed out late last week. The customer should receive them soon.
Initial Consumer Rebuttal /* (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 incurred. The 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 set. They 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 reimbursing. They received [redacted] for the move of my things and they give us back [redacted] for the damages that have incurred. I claimed [redacted] and I stick with it. I 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 ** at the time we spend ticket money to come to ** to open our home for them and they never showed up. Then 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 well. The 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 /* (4000, 14, 2016/03/31) */
We are sorry for the damages which occurred to the client's furnishings. Repairs 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 us. It is not necessary for repairs to be completed by the original manufacturer to be quality repairs. Here 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 there. We 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 it. There is no known actual damage to this item. We 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, 2016.
Items which were packed by the owner were declined, as the carrier had no control over the packing of these items. Items repaired by the furniture specialist do have a limited guarantee in case there are any issues with the repair when the furniture is used. The hardware obtained by the repair specialist should not create any problems with the usage of the items.

I am very sorry for the inconvenience for our customer. Attached 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 $50.00 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 specialist. Therefore, the mechanical condition of the GF clock was not covered.
Again, I apologize for any inconvenience this has caused the customer.

We have the customer's claim and would like to proceed to settlement, but the customer has advised us that they are disputing their credit card charges.  All charges must be paid in full before the claim can be completed.  The customer was advised of this today - "I have documented this...

information in your claim file. I will be able to settle your claim when I have been notified that the charges have been satisfied. Again, I apologize for the way your move went. I am more than happy to get your claim settled once there is no credit card dispute. Unfortunately, contesting the charges is basically saying you are not paying for the valuation coverage. I would like to get this taken care of as quickly as possible for you, so I will keep in touch with our department that handles credit card disputes."We are very sorry for the difficulties that the customer has experienced on their move, and we will be more than happy to complete the settlement of their claim once we are assured that their charges are paid in full.  As a regulated carrier we are required to collect all charges due, and are not permitted to refund or reduce the charges per 49U.S.C. § 14706.

Initial Business Response /* (1000, 5, 2016/07/14) */
According to the pictures provided by the customer, the structure of the grill was in a weakened state due to rust. The carrier has no control over normal road vibration and all of this is excluded from carrier liability. With this in mind, the...

carrier declined liability,.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The grill was in fine condition and not in a weakened state due to rust. There is no way the carrier can say with certainty that road vibration caused the damage. Other, more fragile items - including antiques - made the journey unscathed, which leads me to conclude the grill was mishandled during loading, unloading or warehousing. Pictures are attached. As I have said, I am not seeking full replacement costs for the grill but I do expect some sort of remediation. The grill was in fine condition and not broken when it left my care; it was even used the night before it was turned over to NAVL.
Final Business Response /* (4000, 9, 2016/07/18) */
This customer released his household goods to the carrier with .60 per pound coverage. With this in mind, the carrier's maximum liability would have been based on the weight of the grill 40 pounds x [redacted] per pound or [redacted] Based on the photos, the base of the grill was quite rusted prior to moving. It is the carrier's opinion that the grill was damaged based on a pre-weakened structure rather than mishandling and that is why the carrier declined liability.
Final Consumer Response /* (4200, 11, 2016/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It seems quite disingenuous to blame defects after the point of carriage on a "weakened state," an obfuscating tactic to shirk responsibility. If the carrier claims to be responsible and of sound business practice, basing their work on years of experience ("since 1933"), then some sort of (at least cursory) inspection and mitigation of any weakened state should have transpired. None occurred, and the piece was damaged in transit. The maximum allowable coverage would at least be some gesture not only to the personal property broken but to the company's claim of a legacy of responsible business.

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.