Star Video

After communication with our Claims department, on Feb16, a goodwill gesture check was issued at an agreed upon amount.

National Reference#: *** Revdex.com Case #: *** Dear Ms***: This letter is in response to your letter to the U.SDepartment of Transportation Federal Motor Carrier Safety Administration in regard to
the above referenced matter and thus we have reviewed your file and find that your claim has been settled appropriately. The claim was settled based on the Full Value Protection coverageAs stated on page of the Bill of lading the full Value 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 client’s responsibilityThis coverage does not extend to betterment, sentimental or other intangible values National’s determination included an inspection and evaluation by an independent 3rd party repair firm, Coup RestorationsThe evaluation is to determine fresh transit damage versus age, use, wear and tear, pre-existing or old damage, inherent vice, climatic affect, or other causes If you dispute our findings, you may wish to have a 3rd party arbiter review this matterNational Van Lines belongs to an arbitration program which is sponsored by the American Moving & Storage Association (***). The program is available at a cost of $to her. *** can be contacted at *** Duke Street, Alexandria, VA or via the internet at www.moving.org Sincerely, Teresa *** Director of ClaimsNational Van Lines, Inc Phone ###-###-#### | Direct ###-###-#### | Fax ###-###-####

Dear *** ***,This is to inform you that the Kleyman I*** issue has been resolved on Tuesday 05/**/2017.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.*** *** 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

We have spoken with this customer and come to an agreed upon resolution to the situation.

After a review of your file, I find that your
claim has been settled appropriately based on the documentation that surrounds
your relocation. Your claim was settled based on the report submitted by the independent 3rd party repair firm. As we have
reached an impasse, National Van
Lines participates in an arbitration program
which is sponsored by the American Moving & Storage Association
(AMSA). 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 Duke Street, Alexandria, VA or via the internet at www.moving.org. While I regret
that we could not settle your claim as requested, I do hope you understand our
position.Sincerely,Teresa BrownDirector of Claims

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 *** ***. 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,*** ***Marketing Manager

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 *** *** * *** *** *** 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 *** *** *** *** ** *** or via the internet at ***
Please let me know if you have any further questions of concerns
Sincerely,
Teresa ***
Director of Claims

After a review of your file, I find that your claim has been settled appropriatelyPlease refer to Section (a) on the back of the BOL. The carrier is excluded from acts, omission or order of the shipper. Packed by Owner (PBO) carton is an act of the shipperBecause we are not
able to confirm the item was packed properly for transport or the condition of the item we cannot be held liable for the damage now claimedAlso item (b) excludes the carrier from Inherent Vice, if there is no physical damage found to the item or carton. National Van Lines participates in an arbitration program which is sponsored by the *** *** & *** Association (***). If you wish, to have an independent third party review this matter, this program is available at a cost of $to you*** can be contacted at *** *** Street, Alexandria, VA or via the internet at www.***.org or via phone at 703-***-***Or in lieu of arbitration, as a gesture of goodwill, National Van Lines has offered you $to resolve this matter. If this offer is acceptable, please let me know and I will process payment to youWe apologize that we are not able to settle your claim as requested, but do you understand our position in this matterSincerely, *** *** | Director of Claims National Van Lines, Inc

We have forwarded the complaint to the ***, National Van Lines for reviewWill advise as to next steps

Our Claims Department has contacted the client and made an acceptable offer to resolve this issue.

October 30, 2015National Reference#: 284464Revdex.com Case #: 94574782This letter is
in response to your correspondence to the Revdex.com. After a review
of your file, I find that your claim has been settled
appropriately. The Full Value Protection Coverage that she
elected for her move 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 values
This coverage is not to be construed as ‘insurance’.Your claim for the damaged items were
settled as outlined our settlement letters to you. The settlement was based on the report that
was submitted by the 3rd party repair firm. Please note we have paid the maximum amount
that is allowable without substantiation of value for the Sofa, Metal Shelves
and Bed frame. You can send support of
value for further consideration. Such
verification can be in the form of original purchase receipts, insurance
riders, signed statements from dealers, appraisals, etc. Anything that would confirm the value claimed. According to our records the Vases,
Picture Frames, Dishes, Glass items and Purses were packed by owner. Because National Van Lines cannot confirm
that these items were packed properly nor can we confirm the condition of the
claimed items prior to being tendered to National Van Lines National Van Lines
cannot accept liability for the claimed damages. As for the
alleged missing items we must maintain our position of denial as there were no
exceptions notation noted at the time of the delivery.As we have
reached an impasse in the claim settlement you can have an independent third
party review this matter; the program is available at a cost of $to
you. The AMSA can be contacted at
Duke Street, Alexandria, VA or via the internet at www.moving.org. In an
effort to resolve this matter in lieu of arbitration, as a gesture of goodwill,
National Van Lines is would like to offer an additional settlement of $1,000,
this will bring your claim settlement total to $4,381.98. If this is acceptable please contact me
directly and I will process payment to you.I do apologize
that we could not settle your clams as requested but do hope you understand our
position in this matterSincerely,Teresa ***Director of Claims

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

Initial Business Response /* (1000, 5, 2016/04/13) */
Ms*** television was unable to be repairedYes we replaced her TV, upon delivering the replacement TV she then asked for her old TV backWe told her we would have to bring it back when we had another call in her area, time did get
away from us and Ms*** never called again about delivering her old TVAfter receiving her complaint I contacted her right away and delivered on the following business dayApril 11, We apologize for the inconvenience
Initial Consumer Rebuttal /* (2000, 7, 2016/04/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

(The consumer indicated he/she DID NOT accept the response from the business.)
I have seen 18-wheelers entering the apartment complex without any problemThe manager of the complex also confirmed that there is never a problemSo other drivers can handle this well, but the drivers from National Van Lines cannotThis means the driver hired by National Van Lines is an unqualified driver
With other cheaper options, I still chose to enter a moving contract with National Van Lines because I thought National Van Lines is a national moving company with professional serviceNow, National Van Lines hired unqualified driver, which leads to additional and unnecessary shuttle serviceI should not be responsible for this unprofessional and unnecessary service due to an unqualified driver's decision because his lack of skill

National Van Lines will work diligently to resolve Ms*** 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: ***
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,
*** ***

Dear *** ***,This is to inform you that the Kleyman I*** issue has been resolved on Tuesday 05/**/2017.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.*** *** 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

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

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

National Reference#:
Revdex.com 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 *** *** an independent 3rd party repair firm
Sincerely,