Traditional Express Van Lines Inc.

I read this response from the moving company." Company has made numerous attempts to contact the customer, not vice versa.Phone records (all calls are recorded) show no indication of the customer ever bringing up extra boxes before the initial pickup.Comparison of initial estimate and BOL will NOT be the same - corresponding paperwork can be provided upon request.It shows extra boxes AND pieces of furniture." I don't understand this response, sometime business is saying I should refer to BOL for figuring out the discrepancy and over the call they have told me several times and even in the previous reply by the company, they mentioned "complete and detailed BOL (Interstate Bill of Lading) was provided to the customer upon the delivery to examine and compare with his own paperwork to see the discrepancy".Now business is saying estimate and BOL will not be same, this doesn't make any sense to me. I don't think they are providing any documents or paper work which shows total item's cubic feet is 1000. All I am asking from them is a paper work which shows how many cubic feet each item is of and the total of that should come to 1000 cubic feet, which they should already have it, right? I Reject this reply and I am not satisfied because they are not able to show any paper work which shows total item is of 1000 cubic feet. I'm confused which document should I refer to for calculating the cubic feet of my items. if they have calculated the cubic they should have that documented or must have some paper work. I want that break down of the cubic feet for each item. I think this is simple request, not sure why they are not providing any documents to me.Please feel free to reach out to me in case you need to talk and want some more clarification on this issue. Thanks,[redacted]

Complaint: [redacted]
I am rejecting this response because:There was NO discount applied to my final bill and there were NO emails and calls to keep me informed with my move.  I'm the one who emailed and called daily with NO response from Traditional Van Lines.My accusations concerning my Helmet is absolutely true.  I had a brand new Helmet in the original box that went on the truck with a number and I'm missing three boxes from the move including that one.  I bought two and we brought the other one ourselves - the movers said mine would be ok without putting in a brown moving box.  I never even thought about it being stolen.  The new Helmet cost $489.00 and I'm certain it was stolen and pawned.  The very idea that I got a $30/day discount is insulting.  I have at least $2000 in damages - and I did file a claim immediately after the claim form was sent to me but never heard back.  I want my Helmet replaced - PERIOD
Regards,
[redacted]

[redacted] to rectify this situation my office implores you to call them directly. ###-###-#### let’s solve your problems

[A default letter is provided here which indicates your acceptance of the business's response. ...

If you wish, you may update it before sending it.]
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.  Details:  A billing adjustment in the amount of $1500 was given.  This brought the total to an amount that I felt was fair.  I spoke directly with the sales manager and thanked him for his help in resolving this matter.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
It's your company's unprofessional behavior that needs to be addressed as well! How about an apology first and foremost. Your company's employees could careless about people's possession so it's beyond me how you can be a moving company.  The weight just because it's done by you and only seen by your company's people doesn't mean it is not fabricated to be more. The jump in weight is not correct just because you say so. Your company is a FRAUD! Your employees are careless and rude on top of who knows if they havea any kind of training or knowledge in this field. You should be refunding the job considering 50% came broken crushed and destroyed.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: No measurements were done at pick up or delivery.  I will get a letter from my brother that was there at pick up and my friend that was there at delivery. I find it amazing that you don't acknowledge my questions as to why you were late, why your sales person yelled and called me names, why did [redacted] said I would measure my items at delivery.  [redacted] said that because he knew I didn't measure my items at pick up and told me that I could at delivery.  But YOU said I measured them at pick up...if that is the case why did [redacted] tell me I would be able to measure at delivery time.  The driver that delivered my items barely spoke English but told me NO that I could measure that is done at pick up.  So someone is not telling the truth!!!!   Again, I have witness that I never got to measure my items, I never got into a truck so how would I measure.  SO tell me what you based your price on.  If you check another complaint to the Revdex.com it states the same thing about your company charging double than what was quoted.  I believe your company just made up that cubic square footage.....why was there items that didn't belong to me with my stuff.  As a matter of fact I have a stool at my apartment that doesn't belong to me.  So that makes me believe you estimated my items with other customers stuff.  YOU ARE NOT ANSWERING MY QUESTIONS.  It is a disgrace that a company can take advantage of someone and get away with it.  As far as I"M concerned you just made up the 900 cubic square footage. I will be sending you letters from my witnesses that I NEVER NEVER NEVER got to measure anything.  You said I did at pick up....it was 12:45 in the evening, my brother and I never left my apartment until after the truck left and I went to a hotel.  Just stop telling me what I did when I didn't!  Answer this why was there a lot of items that was coming out of the truck that didn't belong to me, even a mattress and box spring....that proves that my stuff was mixed up with other customers and I was charged.  I have posted emails on **, and other websites about your company to let others know how you operate.  Its disgraceful and you should be ashamed because that is not how we do business in the United States!!!!
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

DEAR SIR:                     IN RESPONSE TO THE CUSTOMERS COMPLAINT, WE CONTRACTED WITH THE CUSTOMER TO DELIVER HER GOODS FROM [redacted] TO [redacted] FOR THE AGREED UPON CUBIC FOOT PRICE OF $2.95 PER...

CUBIC FOOT.  AS PER OUR SIGNED CONTRACT WITH THE CUSTOMER, THE AGREED  UPON RATE IS CLEARLY STATED IN THE CONTRACT AT :  $2.95 PER CUBIC FOOT.  ALL THE MEASUREMENTS  WERE DONE WITH THE CUSTOMER WITNESSING THE MEASUREMENTS.  THE CUSTOMER HAS THE PRECONCEIVED INCORRECT NOTION THAT WE WOULD BASE THE AMOUNT OF HER MOVE ON WHAT SHE THINKS SHE HAS.  THAT IS NOT THE CASE.  WE SPECIFICALLY MEASURED THE  CUBIC FEET AT BOTH THE PICK UP & THE DELIVERY & THE CUSTOMER SIGNED OFF ON THE CONTRACT FOR THE CUBIC FEET STATED IN THE SIGNED CONTRACT AS 900 CUBIC FEET AT THE AGREED UPON PRICE OF $2.95 PER CUBIC FOOT.  WE CAN FAX OVER ALL THE PAPER WORK FROM THE CONTRACT THAT THE CUSTOMER SIGNED FOR.   900 CUBIC FEET AT $2.95 PER CUBIC FOOT = $2655 , HER FINAL MOVE PRICE.  THAT IS THE FINAL PRICE THAT THE CUSTOMER PAID FOR THE CUBIC FEET OF HER GOODS.  APPARENTLY  THE CUSTOMER THOUGHT THE ESTIMATE WAS THE FINAL PRICE.  THAT IS NOT THE CASE & SHE AGREED UPON THE PRICE OF $2.95 PER CUBIC FEET.  IF ANYONE NEEDS TO SEE THE PAPER WORK , FOR THE SIGNED CONTRACT & AGREED UPON PRICE BY THE CUSTOMER, WE WILL BE HAPPY TO FAX IT OVER FOR YOUR INSPECTION.  SINCERELY,[redacted]TRADITIONAL EXPRESS VAN LINES

Complaint: [redacted]
I am rejecting this response because: Hi [redacted] I sent an email regarding the delay, poor customer service, damaged items, and overcharge but haven’t received response until today. I paid all the charges that the company demanded on delivery day but I disputed the charge as I haven’t received anything back from the company since the arrival of my shipment. When we spoke on the phone, it was only about the delay as that was the main problem at that time. Then, the more serious problem occurred on the delivery day when the movers demanded hidden extra charge for the shuttle service, when the items arrived in damaged condition, and when the items that I paid extra for packing arrived without packing materials. 1. extra charge for the shuttle serviceIf there would be an extra charge for the shuttle service, this should have been discussed when we made a contract online or when I signed Bill of Lading before the movers loaded items on the pick-up day. However, I only heard about this extra hidden charge after they loaded all my shipment. When I requested a copy of this company-specific extra charge paper, they refused to give it to me. If it was to be valid and official form, I should have got it along with Bill of Lading before the moving started. I refused to pay this extra cost at the delivery location as I never received official copy of the agreement paper, then the movers ran off with my property saying that they will just leave for California or put my shipment at the storage at my expense. I also called Lewis, but what I heard was insult and yelling on the phone. I called the Police when this happened and he observed everything and made Police report for Theft and Burglary. Since the dubious paper form which you never provided me with the copy when I requested did not follow any official agreement procedure, I refuse to pay the extra $340 that you made me pay at the delivery location. According to Bill of Lading, if extra charge is expected, the movers should inform me before arrival or in transit, and it can't exceed 110% of the initial agreed charge. 2. Damaged itemsAs you could see in the photo, there were major scratches and the furniture is wobbly to a point that I cannot use it anymore. I don’t understand why you can’t see all the damages in the photo when it is so noticeable. 3. Overcharge for packingIf you see my contract, you can see the sentence saying “packing of xxx items at $60.” However, the movers did not pack those items and it was delivered in a very dirty condition. Since the extra packing was not done, I think I am entitled to claim it as overcharge and ask for refund for packing. That is why I disputed this charge and I don't understand why you call it "a fraudulent claim" when I disputed the charge of the service that I did not receive. Refer to the contact for the extra pay of $60 for packing and photos showing that the items arrived in non-wrapped condition. 4. DelayYou mentioned that we can talk about compensation after the shipment has arrived. So let’s talk about this too. Through CRS if there is a delay and my shipment is over 3,500lbs., the movers are required to reimburse me for a percentage of hotel and meal expenses. I have uploaded all my expenses that I had to make due to the delay to Revdex.com and FMCSA, which I believe you have already received. Please refer to the document for compensation. 
Regards,
[redacted]

Hello, [redacted] - and thank you for sharing your experience about the move.Let me address everything in orderly fashion.As for delivery being longer than expected - an agreement was signed between you and the company before the service, stating that we legally have up to 21 business days to deliver...

your items. It is not at the bottom, nor is it written in small font or unreadable. By signing your moving contract you have complied with our conditions described in the latter.As for your missing item - the search for it continues and we're putting every effort into locating the helmet. Despite the statements in claim, several conversations were held with Ms. [redacted] already, explaining the same thing.As for your damaged items - a CC representative contacted and provided you with claims department web-site and phone number, along with the useful information on how to claim your damages.Your move was covered by basic liability insurance, which will be honored by our insurance provider.As for the items you've described - an option of purchasing additional full-coverage or partial-coverage insurance was given to you before reserving the move. Only in case of this type of insurance present would we been able to fully reimburse the damages.With that being said, Traditional Van Lines would like to respectfully decline the refund request due to the fact that your relocation service was completed on time, in full and according to the agreement.Please reach out to Traditional Van Lines via Customer Service e-mail if you wish to discuss the matter further.Thank you!

Please contact the company directly. We are terribly sorry for your possessions being damaged and not working. Call us directly to file a claim and resolve all issues with us directly.  [redacted]

Hello, Ms. [redacted], and thank you for reaching out to Traditional Van Lines!The reason for change in price is a significantly larger amount of items upon pickup in comparison with an estimate created upon reservation. According to the paperwork you have electronically signed when reserving your...

moving service, your estimate is binding and depends solely on the volume of items taken on the truck, with an according change in cost.Additionally:1. According to our company's policies the delivery cannot start before the final bill is covered.2. Per your relocation service contract, movers are not obligated for garbage and used packing materials removal as it is not the part of the service.As for the damages - a CC representative ([email protected]) has sent you a claim form both on Feb 22 (4.28 PM) and Mar 6 (9.50 AM) in order for you to get reimbursed through the insurance company. (documentation proof can be provided upon request).Please reach out to Traditional if you have any further questions.

DEAR SIR: I spoke to the customer multiple times and did send her check / compensation $760 on September 15th by regular mail . For some reason she did not received it. I called few times to check on her. She said she didnt got it. I even send her pictures of signed check by vice president of the...

company on her email to verify that. And yesterday I send another $760 compensation check (priority/overnight mail). She will receive it today by 5 pm.  sincerely,JUSTIN G[redacted]

Based on what is on your inventory list - the pickup items list shows a clear difference. Please contact [redacted] - they have been notified about a change in the inventory and a revised estimate, and will be able to assist you and present the evidence of the discrepancy.

We are making efforts to rectify this situation. In our paperwork we are required to bring an 18 wheeler to the destination. If a 18 wheeler can not fit within a reasonable distance of the delivery thenwe are required to find a rental truck to move the items from one truck to another followed by...

finding a parking space that is suitable for an 18 wheeler with out putting other clients items at risk of theft. In any case the client is suggesting that many 18 wheelers are capable of entering. I do not think this is at all verifiable at this point. Please note that in any case our drivers on long distance trips are on schedules to make all deliveries in a timely fashion, having to utilize a shuttle to facilitate a delivery only adds many hours to the day of the driver as well as labor that the driver often wants to limit. Our drivers do not want to ever want to be subjects to shuttle services because of the reasons stated above. It is a hard labor service job for these drivers and they rarely want to take part in this but they understand that when it calls for action that they must finish the job to the best of their ability. In terms of the damages to the items, we have a claims department that works with our clients when damaged items are delivered. Essentially we must follow through with the claims department procedures which are in place for said reason. Any complications that you wanted to directly discuss with us, contact the office directly and we will speak with you on this matter. Kindly, Traditional ExpressCustomer service

We are working to rectify the situation and will be in touch with the client in a matter of days to resolve all issues.

We are very much aware of what [redacted] has "requested" . The clients initial email was a demand which {included receipts} that we pay for his food among other items. We in turn offered to refund $200 which was vehemently denied{ it is on file with you as well} Now the client is requesting only $340-400 which is a far cry from the initial demand amount. We have been more than willing to settle this matter and will in turn reach out to [redacted] later on today to clarify his latest request.

Complaint: [redacted]
I wonder if they read my email and check all the receipts and evidence files correctly. I requested the refund of what I am entitled to receive and the compensation for the delay in the delivery. It was very clear in the email from the beginning with all the receipts and evidence. I requested the refund of $400 ($340 for the charge that the moving company did not exercise legitimate charging process plus $60 for the service that I paid but the moving service never provided.) This is the refund that I am entitle to receive definitely by custom's law. Additionally, I requested the compensation for the delay as my shipment was over 3,500lb which is due for compensation if the shipment is delayed. I submitted receipts for the air mattress and food that I had to purchase due to the delivery of shipment. As I got yelled and severely insulted by the moving company over the phone (which I also have a record of phone conversation if you want evidence; Texas is a one-party agreement state in terms of recording of the phone conversation), I have been seeing a counselor due to this very disruptive and hurtful phone calls from the moving company. I also have been seeing a lawyer as this all accident has been tremendously affecting my life mentally and physically. So I strongly object to the company's forcing calls.

DEAR SIR:          WE HAVE ALREADY RESPONDED TO THE COMPLAINT.  THE COMPLAINT IS BASELESS SINCE WE HAVE A SIGNED CONTRACT FROM THE CUSTOMER FOR THE AGREED UP STATED PRICE OF $ 2.95 PER CUBIC FOOT.  THE MEASUREMENTS WERE DONE AT THE PICK UP & DELIVERY & THE CUSTOMER SIGNED OFF ON THE CONTRACT.   NOBODY TOLD THIS WOMAN TO "SHUT UP."  THE CUSTOMER IS UPSET THAT SHE DID NOT GIVE ANY INVENTORY LIST & SO THE PRICE WAS BASED ON THE ACTUAL CUBIC FEET SHE HAD.  ONCE AGAIN, THE CUSTOMER KEEPS SAYING SHE WANTED AN ESTIMATE FOR A 16 FOOT  [redacted] TRUCK .  THE CONTRACT SHE SINGED WAS FOR THE "REAL ACTUAL " CUBIC FEET THAT WAS MEASURED AT THE PICK UP & DELIVERY FOR HER.  WE WILL GLADLY FAX OVER THE CONTRACT SIGNED BY THE CUSTOMER IF ANYONE NEEDS IT .  BEST,[redacted]TRADITIONAL EXPRESS VAN LINES