Star Video

Contact Name and Title: [redacted] - Director, Contact Phone: [redacted] Contact Email: ***[redacted] @nationalvanlines.com Shuttles are sometimes required in order to safely deliver a shipment without damage to property, the shipments on board and the tractor/trailer Drivers prefer not to perform shuttles because it is twice the work but necessary for the aforementioned reasons If a customer refuses to authorize a shuttle the van line reserves the right to perform the shuttle without the customer's authorization and bill/collect for the service This customer was informed ahead of time a shuttle would be required for their deliver location However they adamantly refused to authorize the service When the term "driver discretion" is used it does not place blame on the driver It means it is the driver's judgment if a shuttle is required No one can make that decision but the driver who is an experienced professional The reason for this is if he/she attempts delivery without a shuttle and there are complications, he/she is 100% responsible for any financial liability Incidentally, the necessity of a shuttle was also confirmed by a local moving company who is familiar with the customer's apartment complex Charges for shuttle service is in addition to the original moving contract The reason, it usually is an unforeseen circumstance It is National Van Line position it was unfortunate a shuttle was required for this customer's delivery, however the service was performed and it is a billable item to the customer If you have any questions please contact me [redacted] - Director, Credit and Collections National Van Lines Direct - [redacted] ***[redacted] @nationalvanlines.com

National Reference#: Revdex.com Case#: This letter is in response to your supplemental filing with the Revdex.com The For All It's Worth Transit Protection Coverage provides for the lesser of the repair or repair estimate, the carrier's replacement cost/value, or the amount claimed, at our option, for documented*, identified, and confirmed transit damage or lossThe burden of proof of carrier liability, including proof of tender, damage or loss, and support of age and values claimed is your responsibilityThis coverage does not extend to betterment, or to sentimental or other intangible valuesThis coverage is not to be construed as 'insurance' National Van Lines claim settlement will be based on the evaluation from the independent 3rd party repair firm National is not responsible for pre-existing damages The Department of Transportation allows days for claim processing, the carrier has the right to inspect all damages claimed Again, we cannot accept liability for any items that were discarded or not presented at the time of inspection or items there were packed by someone other than National Van Lines If you disagree with the claim settlement once your claim is completed, you may wish to have a 3rd party arbiter review the matter National Van Lines participates in an arbitration program which is sponsored by the [redacted] If you wish, to have an independent third party review this matter, this program is available at a cost of $to you The AMSA can be contacted at [redacted] or via the internet at [redacted] Please let me know if you have any further questions of concerns Sincerely, Teresa [redacted] Director of Claims

Initial Business Response / [redacted] (1000, 5, 2017/03/07) */ To whom it may concern, The customer brought in his computer to be tested due to it not workingHe paid the [redacted] deposit that is required for the unit to be testedThe customer had several viruses and Trojans that were corrupting his computerThe unit was repaired and all viruses were removed and he was charged [redacted] for this service He then brought the computer back stating that it was not working with his dial up internetThe system was tested and nothing was found to be wrong with it and he was not charged a feeThe computer system worked fine in our shop but the customer stated that he could not get it to work at his homeAt that time the customer stated that the unit was still not working when he got it to his homeWe replaced the power supply to his system at his request due to it going bad after the customer took it back to his homeWe did not charge any labor to replace the power supply, only for the part We informed the customer that we would gladly make a service call to his home to check to see if the problem was on his end or oursHe was advised that there would be a [redacted] service call if the error was on his end but if the error was ours he would not be charged any service callWe offered a service call many times but he refused each timeWe advised over the phone how he should connect to the dial up internet the customer was only charged for the repairs and part that we installedAs for his trips to our shop, again, we offered to make a service call to assist him with the problem he was havingHe did not seem to understand how to work his system correctly We tried everything that we could to assist the customerHe then took the system to another repair shop which automatically voids our warranty on any service or repairs that we may have completed Thank You [redacted] Owner Randy's TV and Electronics Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/03/16) */ Please see attachment

Dear [redacted] ,This is to inform you that the Kleyman I [redacted] issue has been resolved on Tuesday 052017.The brick mold was filled with prime and paint.The DB cylinder was replaced.Storm door closer was replaced.Storm door was retouched in the lower corner.Siding was cleaned[redacted] was not home to sign the completions form therefor I am attaching all the forms of the trips taken to finish the job and final photos taken on the day it was competed

To whom it may concern:We are in receipt of your letter in regards to the above reference? We are unable to locate any record of a move by National Van lines for [redacted] .? If you can provide more specifics, such as copies of any shipping document or bill of lading number we will research this matter further.? Without further information, we are unable to respond.? ? We look forward to hearing from you.? Sincerely, [redacted] Marketing Manager

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

National Van Lines will work diligently to resolve Ms [redacted] damage claim, and we have already upgraded her transit protection to full value coverage at no additional cost to her? Per transportation regulations, we need to work through the claims process with her, providing repairs and replacement when repairs are not feasible? The $she has already been offered is a goodwill gesture for the inconvenience and lack of professionalism on the part of members of the crew, which we have also addressed internally? It is our obligation to take care of the damaged items and we are taking that seriously.? We do apologize that we are not able to honor her request for reimbursement of her moving cost.?

Complaint: [redacted] I am rejecting this response because: This company claims to have no involvement whatsoeverWe have paperwork clearly proving that the company, had in fact, moved our items in November The paperwork also proves that they are underhandedly charging us fees we have already paid offThe company has failed to reimburse us for thousands of dollars for the items lost in the moveAfter numerous phone calls and endless voice messages, a representative finally got back to us concerning this matterThey admitted that they wrongfully overcharged us, and stated that we did not owe the company any such payment(they were deceitfully charging us an extra $600)All charges were droppedHowever, they still did not refund us for the items that were lost during the move(as stated in the agreement we signed with National Van Lines)We want to be paid for what was lost and stolen.? Sincerely, [redacted]

Dear [redacted] ,This is to inform you that after our conversation a Royal Windows and Doors technician visited one more time [redacted] on June ***, 2017.All problems have been resolved and [redacted] signed the completion form which I am attaching along with the photos.Thank you [redacted]

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

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

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

At this point, we have reached an impasse with Ms [redacted] She has agreed to go to arbitrationWe will step out an allow arbitration take its course.?

National Reference#: BBB Case #: This letter is in response to your correspondence to the RevDex.com Your claim is under review Please note that consideration of fresh transit damage versus age, use, wear and tear, pre-existing or old damage, inherent vice, climatic affect, or other causes, items moved, altered, discarded, or otherwise not presented for inspection in accordance with your Contract Terms and Conditions may be subject to denial Our determination for your claim settlement will be based on an inspection and evaluation by [redacted] an independent 3rd party repair firm Sincerely,

(The consumer indicated he/she DID NOT accept the response from the business.)
I do not understand why the company continues to reiterate that they refuse liability What is the result of the review of the claim? This needs to be resolved

Complaint: ***
I am rejecting this response because:I paid close to $for a professional service and I received the most negligent unprofessional service I have ever experienced$feels to me like a slap in the face that the business does not careI worked hard for everything I own and this experience has cost me sentimental items that were destroyed as well as the emotional damage this experience has done to meI feel as though the company could do more to make this situation right.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because National Van Lines has not addressed my concerns or the real problems that were connected to the packing and moving other than to reject the attempts of the Public Utilities Commission of Ohio, Revdex.com, and NCCDB to get them to respond intelligibly to my reasonable request for a fine arts claims adjustor and/or to the additional monies that arose from the detailed invoices for restoration/repair that I presented to themArbitration through *** is expensive and time-consuming for consumers, and it is nothing to such a large company, but to individuals it is a material cost of money and time
Sincerely,
Roxann ***

As stated in my previous response we are not able to locate a move in our system for you. I spoke with *** Moving they were unable to locate a move based on the information you have provided. We would like to resolve this matter for you, in order to do so we will need additional information. Please send us copy of your paperwork or bill of lading number. Sincerely, *** ***

Dear *** ***,This is to inform you that after our conversation a Royal Windows and Doors technician visited one more time *** *** on June ***, 2017.All problems have been resolved and *** *** signed the completion form which I am attaching along with the photos.Thank you *** ***

Contact Name and Title: *** *** - Director,
Contact Phone: *** ***
Contact Email: ***.***@nationalvanlines.com
Shuttles are sometimes required in order to safely deliver a shipment without damage to property, the shipments on board and the tractor/trailer Drivers prefer not to
perform shuttles because it is twice the work but necessary for the aforementioned reasons If a customer refuses to authorize a shuttle the van line reserves the right to perform the shuttle without the customer's authorization and bill/collect for the service This customer was informed ahead of time a shuttle would be required for their deliver location However they adamantly refused to authorize the service
When the term "driver discretion" is used it does not place blame on the driver It means it is the driver's judgment if a shuttle is required No one can make that decision but the driver who is an experienced professional The reason for this is if he/she attempts delivery without a shuttle and there are complications, he/she is 100% responsible for any financial liability Incidentally, the necessity of a shuttle was also confirmed by a local moving company who is familiar with the customer's apartment complex
Charges for shuttle service is in addition to the original moving contract The reason, it usually is an unforeseen circumstance It is National Van Line position it was unfortunate a shuttle was required for this customer's delivery, however the service was performed and it is a billable item to the customer
If you have any questions please contact me
*** *** - Director, Credit and Collections
National Van Lines
Direct - *** ***
***.***@nationalvanlines.com