Topline Moving & Storage

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 outWe 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 that the customer may have experienced during their moveIt is never our intention for our customers to be less than satisfied with our servicesEstimate: 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 moveMovers use specialized software which utilizes a standard table of weight for most all household goodsFor 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 reclinerWhen the list is completed the software calculates the total by adding every item’s measurements togetherThe customer had many additional items which they did NOT include for their original estimate which includes the following items: They had additional boxes – which makes her total boxes instead of they advised us for the original estimate, wardrobes, end tables, ladder, pictures, and rugThese items were instructed by the customer to be loaded and shipped along with the rest of their items; which is what the movers did doThe 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 priceThe weight increase was 1,lbs and not the 2,as the customer statesWeight Tickets: The weight ticket emailed to the customer is the weight before the arrival of the truck at the originThe customer went with us to the weigh station and witnessed the weighing of their shipmentThey have the weight of the truck and its’ contents before they arrived and after they added their items to the truckThere should not be any question as to the weight of the shipmentPrice: 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 estimateThis means we could have charged the customer for 1,additional pounds over the original amount that they had told our estimator about at full price and not the discounted price of $per lb that the rest of the shipment was charged atInsurance: On the original estimate it clearly says we recommend obtaining 3rd party insuranceEven 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 insuranceThe insurance company does not need to know what hour the movers are showing up at your doorInsurance can be obtained no closer than 48-hours before the scheduled move from most moving insurance companiesHowever, the customer also had the option to purchase full replacement value valuation on the day of the move but chose not to do this eitherThey CHOSE the free of charge released liability valuation of $per lb per articleThis 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 itemIt is not fair to ASSUME that our movers took this itemThere are many other possibilities which could be considered before jumping to the conclusion it was stolenThe movers go through checkpoints which require them to allow the inspection of their tractor trailer and the cabWe 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 days from the date the customer successfully filed their claim for a determination to be sent to the customerThe customer successfully filed their claim on 07/09/Right now their claim is in line to be reviewed in the order it was receivedThe customer should expect word regarding their claim on or before 11/09/Should the customer require assistance with filing her claim she can contact CSI directly at ###-###-#### Monday through Friday am to pm (EST)We regret that the customer felt the need to file a complaint with the Revdex.comWe 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/Weight Tickets: #1) The truck number is on the weight ticketsOn the bottom of the weight ticket you will see it electronically lists the carrier is Topline, the tractor as #11, and the trailer ##2) The weigh station is the same, the date and time frame are printed on the ticketsIt 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 trucks in the same area)#3) Further, you can contact the specific weigh station and ask them these questionsWe are submitting the weight tickets in the attached documentsAdditional 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 overageDamages: 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 damagesCompensation, if due will be based on our legal liability and offered directly from Topline to the customerWe are not overlooking or ignoring that the customer claims she experienced damagesThe customer must allow time for her claim to be processedCough Syrup: Again, we addressed this in the previous responseThe 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 blameThere is no justification that the customer’s medicine was indeed stolen at allThere are many possibilities BESIDES THEFT! Again, we are asking politely for the customer to refrain from making these and unsubstantiated allegations without any proofIf 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 thiefTopline has a ZERO tolerance for theftUntil that time we could come up with many different possibilities as to the whereabouts of the supposed medicationCell Phone Charger: If both parties have similar cell phone chargers and they both had used them it is simple to confuse these itemsThe 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.comWe trust that the above explanations enable them to better understand our position on these matters

First, we would like to apologize for any inconvenience that the customer may have experienced during their moveIt 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 moveMovers use specialized software which utilizes a standard table of weight for most all household goodsFor 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 reclinerWhen the list is completed the software calculates the total by adding every item’s measurements togetherThe customer had many additional items which they did NOT include for their original estimate which includes the following items: They had additional boxes – which makes her total boxes instead of they advised us for the original estimate, wardrobes, end tables, ladder, pictures, and rugThese items were instructed by the customer to be loaded and shipped along with the rest of their items; which is what the movers did doThe 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 priceThe weight increase was 1,lbs and not the 2,as the customer states.Weight Tickets: The weight ticket emailed to the customer is the weight before the arrival of the truck at the originThe customer went with us to the weigh station and witnessed the weighing of their shipmentThey have the weight of the truck and its’ contents before they arrived and after they added their items to the truckThere 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 estimateThis means we could have charged the customer for 1,additional pounds over the original amount that they had told our estimator about at full price and not the discounted price of $per lb that the rest of the shipment was charged at.Insurance: On the original estimate it clearly says we recommend obtaining 3rd party insuranceEven 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 insuranceThe insurance company does not need to know what hour the movers are showing up at your doorInsurance can be obtained no closer than 48-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 eitherThey CHOSE the free of charge released liability valuation of $per lb per articleThis 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 itemIt is not fair to ASSUME that our movers took this itemThere are many other possibilities which could be considered before jumping to the conclusion it was stolenThe movers go through checkpointswhich require them to allow the inspection of their tractor trailer and the cabWe 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 days from the date the customer successfully filed their claim for a determination to be sent to the customerThe customer successfully filed their claim on 07/09/Right now their claim is in line to be reviewed in the order it was receivedThe customer should expect word regarding their claim on or before 11/09/Should the customer require assistance with filing her claim she can contact CSI directly at ###-###-#### Monday through Friday am to pm (EST).We regret that the customer felt the need to file a complaint with the Revdex.comWe trust that the above explanations enable them to better understand our position on these matters

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/ Per our estimate agreed upon by the customer all Midwest deliveries are allowed - 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