Topline Moving & Storage Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: The discount the company refers to is one they offered from the beginning when I was upset that the estimate and the actual once they took my items and went to the weigh station, was double. So, Alon the manager/owner of Topline said he would discount my bill $300. It had NOTHING to do with what happened when the delivery came to Florida. The offer to provide free storage for a month is what they offered to begin with...again nothing to do with my complaint. They placed me and my daughter in harms way by allowing some third party truck driver that Top Line hired NOT ME, and then showed up with no moving guys. They appeared separately and told me they were hired off Craig's list. One had a beer, one girl was wearing pajamas and the guy was a little scary. Alon did provide a form for me to make a compliant directly to the trucking company but that is not who I paid. I paid TOP Line. My gripe is with TOP Line for falsely representing as I thought I was purchasing a service from TOP Line all the way through not just for my move out of my house in Maryland. These people were not back ground checked, not licensed or insured...they were just people looking for work on Craig's list.I have all the emails and have attached the most pertinent ones for your review. You will see a woman named Tee who is their relocation specialist who from the start advised the provide days of free storage. I had them hold one table and chairs for weeks while my son came to pick it up. This was not offered as an additional remedy to the problem I reported to you. Please note the letterhead where they state they are licensed bonded and insured - they are but not the people they subcontracted to. They advertise that you are getting them not some third party truck driver who isn't even a part of that company nor the individuals who show up to unload the truck
Regards,
*** ***

First, we would like to apologize for any inconvenience that the
customer may have experienced. It is
never our intention for our customers to be less than satisfied with our
services.
The customer believes they were overcharged. The customer’s move was based upon an
hourly
rate and they were only charged for the time required to service their move. The customer’s original estimate reflected an
estimated hours labor and hour travel time (men, truck @ $per hour)
to move her bedroom home. However, the
customer’s moving needs changed substantially from what we had estimatedThe
customer required packing services at time of pickup which were not originally
requested or included in the estimate.
This resulted in additional packing charges of $in addition to the
time to pack the items which actually took an additional hour. The 8% fuel surcharge is standard
The customer was quoted quite accurately considering our
inability to know she would require additional services!
Further, the storage handling fee is based upon volume and
the same hourly rate of $paid when she moved in. We did not charge the customer for any storage
handling fees whatsoever when she moved out, nor did we charge her for any of
the numerous times she was late at making her storage payments.
We have contacted CSI our claims service provider to
initiate a claim file for the customer and allow them to file a proper claim as
required by law. The customer was sent
login information on 04/11/in order to file a claim online and up to date no
claim has been received. Once the claim
is filed it will be analyzed in the order it was received and compensation if
due will be offered based on our legal liability and within the time frame
allowed by lawWe regret that the customer found it necessary to file a Revdex.com
complaint, but we trust that the above explanation enables them to better
understand our position in this matter

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I have emails from them that did not confirm my move date until the day before because when it was initially confirmed I was to pay an additional fee ( which I did anyway) but then they came back hrs before the move saying they were unsure when they could get me my belongingsI kept calling every day to get them to confirm a day, it wasn't confirm until the day before.
Also, it was told about the wardrobe boxes, & yes there were additional novels but only I have the item list that shows the ladder, vaccum etcas far as the weigh ticket they emailed one to me later in the afternoon how do I know it's the truck that my stuff was loaded on???
And, they aren't even acknowledging the damages they caused to basically all my itemsAnd, the worst part of all of this is I had pneumonia so I had cough medicine with codeine (which was on the kitchen counter) and that went missing along with my *** * chargerAlthough he did return that he said it was an accident he took that only after I asked him about it
Regards,
*** ***

First we would like to apologize for any inconvenience the
customer may have experienced during their moveIt is never our intention for
our customers to be less than satisfied with our services
class="MsoNormal">Overcharged on
services: When creating an original estimate it is stated clearly that
the price is accurate based upon the information provided by the customer that
is listed on the estimate; if there are any changes to the move there will be
an adjustment in priceThe estimated amount quoted to the customer was hours
labor @ $per hr = $+ hr travel time @$per hr = $The
estimate reflects an accurate price based on the exact items and services
listed and it explains what accessorial services will be provided at an
additional charge (if required)The customer signed the Bill of Lading in
agreement that they read, understood, and requested the services listed, and
that they approved all applicable pricesBelow is the breakdown of the charges
listed on the Bill of Lading:
Charges Breakdown:
Start time: 9am / Finish time: 1:30pm / Drive time hr =
@ $per hr = $
Hour travel time minimum required = hr @ $per hr = $
***The total of + = $Supposed to be
total***$ 412.50***
Fuel 8%: 8% of $= $
Packing Materials: $60.00
Totaling the entire move for $
Total for this move should have been $however, listed
on the Bill of Lading we overlooked adding the hour of travel time into the
total hours for the moveThe customer only paid $Therefore the
customer was actually undercharged by $
Crew lied about
hours and worked slow: We apologize for any dissatisfaction the
customer may have felt towards their moveThe customer signed next to the
start and finish times listed on the Bill of Lading; agreeing that the movers
did actually begin at 9am and end at 1:30pmRemember that we did not include
the hour travel time in the total price of the moveIn actuality the
customer still owes Topline Moving & Storage $
Dissatisfaction of
workers: We regret the customer felt that he sustained unacceptable
behavior. The matter has been addresses
by the top managementWe thank you for bringing this matter to our attention
We regret the customer found it necessary to file a Revdex.com
complaint but we trust that the above explanation enables them to better
understand our position in this matter

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services. Phone Estimate: Movers have special moving software to help them get a basic idea of the
amount of space that it may take to transport each customer’s shipment. This software has a list of the most common basic, standard household items household items and their estimated weight. This guide is derived from the American Moving & Storage Association’s (AMSA) Standard Weight Guide. Binding Estimates: When creating an estimate we are completely dependent upon the customer to supply complete and detailed information about their moving needs. In fact, when a customer calls for a move, we do our best to ask the appropriate questions about their moving needsEach inventory item the customer names (going room-to-room) is then entered into the computer and then we estimate how long it will take to perform a move that size. The customer contacted us on 12/13/for a move to be scheduled on 12/17/ We agreed to perform the move with this little notice. They customer requested that they just wanted a general quote as they did not want to go through the hassle of creating an itemized inventory list; they were in a hurry We estimate that a bedroom home will usually take around hours to move However, the estimate clearly states that the total cost will be based on an hourly rate only. Should there be any other services requested there will be additional charges. It also clearly states that the hourly rate is for men/truck at $per hour. It also shows travel time is hour at $per hour and there is 8% fuel surcharge that is NOT included in this price shown. This was for full packing for cubic feet (estimated). Packing and materials are NOT included in the price listed. Change in the pickup date: If, for any reason whatsoever, we do not receive days’ notice to change or cancel a move, then the deposit is forfeited and a cancellation fee will be billed to the customer. If the date is changed or cancelled within hours before the scheduled pickup date we are entitled to charge the customer $cancellation fee. The customer contacted us on 12/16/requesting to change the date due to personal other moving issues. We are entitled to charge him a fee of $to change the date. As a courtesy we had decided that we would waive this fee and we performed the move on Tuesday instead of Saturday. Increase in the price: The price increased due to the additional amount of items that the customer had, they received full packing for their items, and the packing materials used were provided at a cost to the customer. (all these things are described in the original estimate which the customer signed in agreement before the move scheduled for the 17th, and again after the move was rescheduled for the 20th. This is no bait and switch. We performed the move according to the contract. It is unfortunate that the customer believes that the services provided should have not been charged for, as listed on the contract We are attaching the estimate to verify what we have said here Resolution: We have contacted CSI our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by law. The customer was sent login information on 12/21/in order to file a claim online and up to date no claim has been received. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by State and Local Regulations For further assistance with filing claims the customer may contact CSI directly at ###-###-#### or via email at ***. Please provide Claim ID *** when contacting CSI

Please read the reviews on ***.com and *** to see the many similar complaints--especially those regarding waterdamageFirst, the credit card charge backs were reversed--we never received the moneyThe csi claim was cancelled because of the difficulties involved with collecting the money for the damagesT**, at Topline, said so herself, offering to pay me $to settle the claimShe said, " you can try to file a claim with CSI, our third-party insurance service, but they will never give you $500." The driver at TOPLINE had taken photos of the outside of water-soaked boxes, and the broken bookcaseBut the boxes weren't fully unpacked for several weeks later--uncovering more damagesThe driver said he would handle everything, and we should not worryThe damages meet or exceed even the total cost of the moveI thought I was being generous to request only 1/the moving expensesAlso, Alon had told my wife, " that it is for things to get wet when it rains"The truck they were driving looked very old and datedPlease refund my $The credit card charge back was unsuccessful.
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services. Tape: Our Sales Representatives are trained to give our customers the best discounts that
we can provide. However, we do not tell customers to purchase their own supplies to combine with the use of our supplies. This combination can be a liability and we frown on anything that could potentially lead to any damage. Management has opened an investigation into this allegation and will address this concern with the representative directly should it be necessary. Threatening Texts: It is believed that the customer may have misread or misinterpreted the messages. It can be difficult to communicate via text because you cannot hear the sincerity in someone’s voice or see the actual facial or body expressions which can mean all the difference in the world in how someone interprets a message Charges: The only charges made to the customer’s credit card were those which were authorized by him! Topline Moving & Storage has worked very hard for many years to build our business on honesty and hard work. To risk the livelihood of our family to a couple charges on a credit card would be ridiculous! We would appreciate it if the customer would please re-review his credit card statements. Should there truthfully be a discrepancy (which there should not be) please contact us so we can rectify the situation immediately Claim: The customer was referred to our claims service provider CSI to file a proper claim as required by the law. The customer was sent login information on 08/11/in order to file a claim online. Up to date, no claim has been receivedWe are unable to offer any monetary compensation to the customer until they file a claim and provide all the support required to allow our claims company to properly analyze the claim. Once the claim is filed it will be analyzed in the order it was received and compensation if due will be offered based on our legal liability and within the time frame allowed by law. We regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims process For further assistance with filing claims the customer may contact CSI directly at *** ** *** *** ** *** *** *** *** ** *** *** *** ***

These guys are shadyTried to pressure me into signing a contract on the spot and did not want to give me time to think about itI told the guy I needed to review it and he finally backed offShortly after this my family went through a recent crisis (grandfather has to be put in a very expensive nursing home due to his dementia worsening) and we were no longer able to afford the moveI told them this and they then proceeded to charge me anyways for a contract that was never signed or agreed to! And then had the nerve to say that my family crisis was 'fake' and that I was pathetic for lying to not be charged! Now I have to fight this ridiculous charge on top of all the other things I have to deal withI am utterly disgusted with this company and the way they run their businessYou can do much better than this in the area and they don't deserve your moneyAvoid, avoid, avoid, avoid!

We Have Been informed by the Merchant services that a reversal of the chargeback was placed back into our account *** *** can now file a claim with our 3rd party claims company CSIClaim Service International has been contacted and was informed to allow *** *** to file a claim*** *** was sent a notice advising him that he is now able to file his claimLoss,Damage: As stated in the previous Revdex.com Per federal and state regulations carriers must not pay any claims voluntarily unless filed in writing within the time limits allowed by law and after filing requirements have been metTherefore, we must refer all our customers to file a claim with our 3rd party claims company CSI so that it can be reviewed and addressed in a timely mannerWe require that pictures showing damages claimed as well as a full view showing the entire item will be provided as support to your claim so that the adjusters can determine our legal liabilityPlease be sure to provide all required support directly to CSI for the proper investigation of your claimCSI’s role: Claim Service International (CSI) is not an insurance company and the customer’s claim is not an insurance claimCSI is a 3rd party claims company hired by movers nationwide to determine the mover’s legal liability for household goods claimsAny liability for loss, damage, delay, payment of claim, any/all portions of the move or the claim are solely those of the carrier including payment of claims settlement For further assistance with filing claims the customer may contact CSI directly at ###-###-#### or via email @[email protected] provide claim ID *** when contacting CSI

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I have emails from them that did not confirm my move date until the day before because when it was initially confirmed I was to pay an additional fee ( which I did anyway) but then they came back 72 hrs before the move saying they were unsure when they could get me my belongings. I kept calling every day to get them to confirm a day, it wasn't confirm until the day before. Also, it was told about the wardrobe boxes, & yes there were additional novels but only 12. I have the item list that shows the ladder, vaccum etc. as far as the weigh ticket they emailed one to me later in the afternoon how do I know it's the truck that my stuff was loaded on???And, they aren't even acknowledging the damages they caused to basically all my items. And, the worst part of all of this is I had pneumonia so I had cough medicine with codeine (which was on the kitchen counter) and that went missing along with my [redacted] charger. Although he did return that he said it was an accident he took that only after I asked him about it.
Regards,
[redacted]

[redacted] I appreciate your help this morning.  Below you will find the response that my coworker [redacted] had submitted as the response for the Revdex.com Review the...

customer filed first.  However, the complaint was then filed and now we need to respond to that and got the review removed.  (Confusing?!?)  Thank you again, have a great day!   First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience. Before unloading: As detailed on the original Estimate which is sent to the customer via email before they are asked to sign or pay anything, payment is collected at delivery, before the unloading of the truck. This is industry policy. Disciplinary Action Against Employees: We regret the customer felt that she had such unacceptable behavior of our foreman and/or crew. Phone calls were made to discuss the best way to safely transport the sofa up the stairs. We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in these matters.

As we have already stated, we recognize that the customer will hold us responsible.  We did not state that we will not carry that burden.  We were simply trying to state that the company which we trusted to assist with taking care of our customer let us down.  This is NOT the level of service that we expect from any person who represents our company or does work on behalf of Topline Moving & Storage.  We do not hire any employee without a rigorous background check and thorough training.  We, too, were deceived by empty promises from the company who performed the delivery.  We had never had any problems in the past when using their services.  How would we know that out of the blue this move would be different?    We can only apologize, as we already have, and we are apologizing again to our customer.  The customer can seek recompense for their inconveniences through focusing their efforts on filing a claim.  We can attempt to reach an amicable agreement through the claims process.  Continuing to post complaints is like prolonging a punishment when we have already been punished.  Our intentions were never to make our customer dissatisfied.  We were trying to do good by the customer by meeting her scheduling requirements.  We are asking the customer to allow us the opportunity to attempt to rectify this situation (through the claims process) instead of just dragging it out. We regret that the customer felt the need to continue their complaint.  We trust that t the above explanations enable them to better understand our position on these matters.

First we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention for our customers to be less than satisfied with our services. General Loss, damage: Per Federal regulations carriers must not pay any claims voluntarily unless filed in writing...

within the time limits allowed by law and after filing requirement have been met. Therefore, we must refer all our customer’s to file a claim with our 3rd party claims company CSI so that it can be reviewed and addressed in a timely manner. On 09/13/17 the customer was registered in their system and emailed the login credentials and information required to properly file a claim. Lengthy Claims Process: The Proper review of a claim requires that all key material be provided for a just resolution to be offered. However, the collection of such as: pictures supporting claims, move documentation, crew statements, inspection reports ect. The gathering of this material is the sole responsibility of the customer filing the claim. All claims are treated to be equally important and therefore handled in the order they are received. Chargeback: On 10/09/17 [redacted] filed 2 chargebacks on 10/18/17 customer was sent a letter informing him due to an outstanding balance owed with the carrier his entitlement to file a claim was revoked and his claim will be placed on hold until balance in full has been payed to the carrier. Federal Regulations state that when a move is completed, should the customer have any complaints they must only seek compensation through filing a claim, and not by placing chargebacks. When they place chargebacks they are bias and making the determination about the liability of the damage/loss automatically Topline Moving and Storage Inc. and not allowing an actual legal investigation to be conducted. Not only this, but they are credited their payments for the move, which means Topline then paid all their moving expenses.  Method of Payment: Upon booking, a percentage of the total estimate will be collected as a deposit by [redacted], [redacted], or [redacted]. The deposit will be collected by the booking agent and will be deducted from the total balance of the estimate. The movers should not demand a signature at time of delivery before unloading the shipment. They should only collect the payment for services and allow the customer to check the inventories and notate the collection of the items when received. ·        70% of the remaining balance is due upon pickup by money orders, Cashier’s check, or cash ·        30% of the final balance is due upon delivery by cash or postal money order only. Actual Contract (Description OF BL): The Bill Of Lading is the contract between the carrier and the customer. It lists the information of the shipper (customer), the breakdown of charges for the move, the dates of the move, coverage for loss or damage should any occur, and the summary of the terms & conditions applied to the move per Federal Regulations and the carrier’s (mover) applicable tariff. We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

First, we would like to apologize for any inconvenience that
the customer may have experienced during their move.   It is never our intention for our customers
to be less than satisfied with our services. 
Delivery: ...

Federal
regulations require all carriers to deliver within “reasonable dispatch”.  Every carrier determines their target dates
for delivery which they try to deliver within certain timeframes that are quicker
for the customer.  The customer was asked
what the date will be the first available date they will be ready for
delivery.  The customer stated 05/28/14.  Per our estimate agreed upon by the customer
all Midwest deliveries are allowed 2 - 14 business days from the first
available date chosen by the customer. 
We will not guarantee a date for delivery unless a dedicated truck was
requested and paid for.  We must take
into consideration road conditions, weather, and mechanical issues (just to
name a few) that can affect truck routes. 
Early:  We did attempt
to deliver the items to the customer earlier than they had expected, but the
customer declined this offer.  We then
continued on our truck route picking up and delivering our customers’ shipments
as scheduled.   We cannot predict the
many variables which can happen with each move that may either expedite or
delay our scheduled routes.  For example,
should a customer change their dates for their move days before they are
scheduled for pickup we then have a hole in our schedule to fill so we try to
move the dates up if our other scheduled customers agree.    However, this customer declined that offer
so we had to resume the route adjusting as we could to get as close to the
dates each customer requests as we possibly can. 
Scheduling:  It is the
customers’ responsibility to be readily available for their delivery during the
timeframe agreed upon.  We cannot delay a
truck route with many customers’ we are servicing along the route.   We ask our movers and our customers to be
flexible and do their best to work together for a successful move. 
Service:  We apologize
if the customer felt that they were treated rude.  This matter has been addressed by
management.  We thank the customer for
bringing this matter to our attention as it helps our quality control
department avoid such future complaints.
Discount:  There has
not been a delay; we did not violate any regulations.  The customer agreed to all the terms to which
their signature attests.  We cannot
justify discounts because customers want their items delivered only on their requested
day.   This is almost impossible unless
the customer requests and pays for guaranteed delivery.  
Balance Due:  It is
not up to the customers to determine what they feel they want to pay for their
move.  There are many things to consider
with the logistics of a move.  Federal
regulations require all carriers charge according to their legal tariff.  The prices were agreed upon to which the
customers’ signature attests. 
We regret that the customer felt the need to file a
complaint with the Revdex.com.  We trust that the
above explanations enable them to better understand our position in this
matter.

First, we would like to apologize for any inconvenience that the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services.
Estimate: When creating an estimate we are completely dependent upon the customer...

to supply complete and accurate information pertaining to their items for their inventory list as well as their requests for services they will require to complete their move. Movers use specialized software which utilizes a standard table of weight for most all household goods. For example, if you tell your mover you have a recliner they will enter the “recliner” on the items list and it has a pre-set amount of weight for the average sized recliner. When the list is completed the software calculates the total by adding every item’s measurements together. The customer had many additional items which they did NOT include for their original estimate which includes the following items: They had 23 additional boxes – which makes her total boxes 53 instead of 30 they advised us for the original estimate, 2 wardrobes, 2 end tables, 1 ladder, 2 pictures, and 1 rug. These items were instructed by the customer to be loaded and shipped along with the rest of their items; which is what the movers did do. The customer signed in agreement that they had additional items they added which were not included in the original estimate’s inventory or the original estimate’s price. The weight increase was 1,495 lbs and not the 2,000 as the customer states.
Weight Tickets: The weight ticket emailed to the customer is the weight before the arrival of the truck at the origin. The customer went with us to the weigh station and witnessed the weighing of their shipment. They have the weight of the truck and its’ contents before they arrived and after they added their items to the truck. There should not be any question as to the weight of the shipment.
Price: Per our original estimate and the bill of lading with governs this move we are allowed to charge full tariff rates for anything additional which was not included in the original estimate. This means we could have charged the customer for 1,495 additional pounds over the original amount that they had told our estimator about at full price and not the discounted price of $0.41 per lb that the rest of the shipment was charged at.
Insurance: On the original estimate it clearly says we recommend obtaining 3rd party insurance. Even though the customer says that the movers verified a specific time of arrival the night before there was still plenty of time for the customer to research and obtain 3rd party insurance. The insurance company does not need to know what hour the movers are showing up at your door. Insurance can be obtained no closer than 48-72 hours before the scheduled move from most moving insurance companies.
However, the customer also had the option to purchase full replacement value valuation on the day of the move but chose not to do this either. They CHOSE the free of charge released liability valuation of $0.60 per lb per article. This information about insurance and valuation is in the original estimate as well as online at the DOT website (and mentioned many times in our documents).
Medicine: It would be appreciated if the customer would please refrain from accusing our movers of theft unless they have completely unloaded all their items and checked their entire household for this item. It is not fair to ASSUME that our movers took this item. There are many other possibilities which could be considered before jumping to the conclusion it was stolen. The movers go through checkpoints
which require them to allow the inspection of their tractor trailer and the cab. We ask our customers not to ship medications or any medical supplies (among many other items). Should there be anything of the sort found during the inspections there would be severe consequences from the DOT (thousands of dollars a day in fines as well as other violations). A bottle of cough syrup with Codeine is not worth the repercussions they can face (including jail time).
Claim: Federal regulations allow up to 120 days from the date the customer successfully filed their claim for a determination to be sent to the customer. The customer successfully filed their claim on 07/09/14. Right now their claim is in line to be reviewed in the order it was received. The customer should expect word regarding their claim on or before 11/09/14. Should the customer require assistance with filing her claim she can contact CSI directly at ###-###-#### Monday through Friday 9 am to 5 pm (EST).
We regret that the customer felt the need to file a complaint with the Revdex.com. We trust that the above explanations enable them to better understand our position on these matters.

Insurance: Regardless of when the exact date is confirmed, you can purchase moving insurance online and then change the date if necessary (as long as the move has not happened yet). This was researched online 08/04/14.
Weight Tickets: #1) The truck number is on the weight tickets. On the bottom of the weight ticket you will see it electronically lists the carrier is Topline, the tractor as #11, and the trailer #0. #2) The weigh station is the same, the date and time frame are printed on the tickets. It would be too elaborate and expensive to ask another truck to be in the same area (duplicating work – that would waste time and money to have 2 trucks in the same area). #3) Further, you can contact the specific weigh station and ask them these questions. We are submitting the weight tickets in the attached documents.
Additional Items: We are submitting the original estimate (listing the original inventory list provided by the customer to use to base the initial quote on), as well as all the other shipping documents as verification of the overage.
Damages: While we regret that the customer says she experienced some damage to her items, we have allowed her to file a claim to seek compensation for those damages. Compensation, if due will be based on our legal liability and offered directly from Topline to the customer. We are not overlooking or ignoring that the customer claims she experienced damages. The customer must allow time for her claim to be processed.
Cough Syrup: Again, we addressed this in the previous response. The customer has no evidence that it is not in one of her boxes that are yet to be unpacked; or maybe it got knocked off the counter and got thrown away? Maybe the customer has someone who may have taken her medicine since the movers are an easy target to blame. There is no justification that the customer’s medicine was indeed stolen at all. There are many possibilities BESIDES THEFT! Again, we are asking politely for the customer to refrain from making these false and unsubstantiated allegations without any proof. If they have evidence that the cough syrup was stolen by a Topline Mover, and the law can convict this person we will gladly assist in the prosecution of any thief. Topline has a ZERO tolerance for theft. Until that time we could come up with many different possibilities as to the whereabouts of the supposed medication.
Cell Phone Charger: If both parties have similar cell phone chargers and they both had used them it is simple to confuse these items. The charger was a simple accident and when it was realized it was an accident the charger was gladly provided to the customer.  Our movers are not thieves.  
We regret that the customer felt the need to continue their complaint with the Revdex.com. We trust that the above explanations enable them to better understand our position on these matters.

Response to Complaint ID # [redacted] / Topline Movers First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services.  Movers occasionally have other movers who they...

work with that can assist with their pickups and drop offs to meet customer’s scheduling needs.  We are very shocked to hear the customer endured the behaviors she described in her complaint.  None of what the customer described is acceptable treatment for our customers.  Management has been informed about the customer’s concerns and they have addressed it directly with the other company.  Topline does not and will not condone such behaviors.  We ask that the customer please forgive us for trusting another company to provide her with services to meet our standards.  We provided the customer with a $300 discount.  We also provided her with storage of her dining table and chairs until her son was able to pick them up (also without charging the customer for storage).  We have contacted CSI our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by law.  The customer was sent login information on 08/03/16 in order to file a claim online and up to date no claim has been received.  The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint.  All the above can and must be compensated through the claims process as required by federal regulations. Once the claim is filed it will be analyzed in the order it was received and compensation if due will be offered based on our legal liability and within the time frame allowed by law.We regret that the customer found it necessary to file a Revdex.com complaint, but we trust that the above explanation enables them to better understand our position in this matter.

First, we would like to apologize for any inconvenience that the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services.Estimate: When creating an estimate we are completely dependent upon the customer to supply...

complete and accurate information pertaining to their items for their inventory list as well as their requests for services they will require to complete their move. Movers use specialized software which utilizes a standard table of weight for most all household goods. For example, if you tell your mover you have a recliner they will enter the “recliner” on the items list and it has a pre-set amount of weight for the average sized recliner. When the list is completed the software calculates the total by adding every item’s measurements together. The customer had many additional items which they did NOT include for their original estimate which includes the following items: They had 23 additional boxes – which makes her total boxes 53 instead of 30 they advised us for the original estimate, 2 wardrobes, 2 end tables, 1 ladder, 2 pictures, and 1 rug. These items were instructed by the customer to be loaded and shipped along with the rest of their items; which is what the movers did do. The customer signed in agreement that they had additional items they added which were not included in the original estimate’s inventory or the original estimate’s price. The weight increase was 1,495 lbs and not the 2,000 as the customer states.Weight Tickets: The weight ticket emailed to the customer is the weight before the arrival of the truck at the origin. The customer went with us to the weigh station and witnessed the weighing of their shipment. They have the weight of the truck and its’ contents before they arrived and after they added their items to the truck. There should not be any question as to the weight of the shipment.Price: Per our original estimate and the bill of lading with governs this move we are allowed to charge full tariff rates for anything additional which was not included in the original estimate. This means we could have charged the customer for 1,495 additional pounds over the original amount that they had told our estimator about at full price and not the discounted price of $0.41 per lb that the rest of the shipment was charged at.Insurance: On the original estimate it clearly says we recommend obtaining 3rd party insurance. Even though the customer says that the movers verified a specific time of arrival the night before there was still plenty of time for the customer to research and obtain 3rd party insurance. The insurance company does not need to know what hour the movers are showing up at your door. Insurance can be obtained no closer than 48-72 hours before the scheduled move from most moving insurance companies.However, the customer also had the option to purchase full replacement value valuation on the day of the move but chose not to do this either. They CHOSE the free of charge released liability valuation of $0.60 per lb per article. This information about insurance and valuation is in the original estimate as well as online at the DOT website (and mentioned many times in our documents).Medicine: It would be appreciated if the customer would please refrain from accusing our movers of theft unless they have completely unloaded all their items and checked their entire household for this item. It is not fair to ASSUME that our movers took this item. There are many other possibilities which could be considered before jumping to the conclusion it was stolen. The movers go through checkpointswhich require them to allow the inspection of their tractor trailer and the cab. We ask our customers not to ship medications or any medical supplies (among many other items). Should there be anything of the sort found during the inspections there would be severe consequences from the DOT (thousands of dollars a day in fines as well as other violations). A bottle of cough syrup with Codeine is not worth the repercussions they can face (including jail time).Claim: Federal regulations allow up to 120 days from the date the customer successfully filed their claim for a determination to be sent to the customer. The customer successfully filed their claim on 07/09/14. Right now their claim is in line to be reviewed in the order it was received. The customer should expect word regarding their claim on or before 11/09/14. Should the customer require assistance with filing her claim she can contact CSI directly at ###-###-#### Monday through Friday 9 am to 5 pm (EST).We regret that the customer felt the need to file a complaint with the Revdex.com. We trust that the above explanations enable them to better understand our position on these matters.