Initial Business Response /* (1000, 11, 2014/09/26) */
Customer has filed a complaint against US Vanlines for incidental damages that occured during a household goods delivery by a subcontractorThe claim was reviewed by our insurance Claims Dept, and unfortunately the only items covered
under any policy are household goods either in transit or during pickup or deliveryLong distance moves are most commonly done using a 53ft tractor trailerOn narrow driveways, sometimes damage to lights, bushes, etc cannot be avoided due to the nature of backing up such a long trailerThese types of claims should be covered through the customer's homeowners policyUS Vanlines can continue to work with the customer on resolution through subcontracted delivery company, but cannot be held accountable for an entire new lighting system for the driveway
Initial Consumer Rebuttal /* (3000, 13, 2014/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately the carrier's response is not only inaccurate, but legally insufficientThe damage was not as a result of the truck movementInstead, it was a direct result of carelessness on the part of the delivery teamWhile the carrier states they were a subcontractor, they wore US Van Line shirts and had US Van Line on the side of the truckSince the individuals were contracted through US Van Lines they then become a legal agent representing US Van Lines who is then culpable for their actions
The damage was not to the entire landscape lighting system, it was only six lights along the pathway from our driveway to the front doorI'm not asking for a full lighting system, just for the damage to be repaired and replacedThese were not cheap lights and we shouldn't be expected to replace them with anything else other than "like kind"As for the statement regarding putting the claim on our homeowner's policy; that's further evidence the carrier is not interested in accepting responsibility for the damage doneThe fact that the damage isn't covered by their insurance is irrelevant to the claimIt only means it's either so infrequent or onerous that it's not a occurrenceI have tried to contact them on three separate occasions to resolve this and have not had a single responseAt this point it is becoming evident the only recourse is continued escalation into the court system for resolution
Final Business Response /* (1000, 16, 2014/10/07) */
Please contact *** at our office for resolution to this matter
Initial Business Response /* (1000, 9, 2015/10/08) */
In respond to the claim brought by ***
First I want to apologize on behalf of one of the movers that behaved in un unacceptable way by the standard of our companyThis mover was released of his duties with US van Lines and no
longer works for US Van Lines
Total estimated cost in the in home estimate done on 08/14/was for Hours of labor and travel $+ the cost of packing materialsActual cost of move was $$for labor and $for packing
Customer complained after move about the movers and about a water leak that he claimed was caused by moversUS Van Lines respond was that we will compensate customer for his inconvenience and we set an appointment for a supervisor to visit at customer house
At The first visit customer showed the Supervisor a broken hose under the sink claiming the mover did this and showed a very faded hardly visible marks on floorWe do not accept responsibility for those items but Still at that time offered the customer compensation of $for him not being happy with the moveCustomer refused and wanted to talk to owner
US Van Lines communicated with customer to do a revisit at his home after construction crew that was present at his home will complete the work, and also so customer will have time to get estimate of cost to fix items assuming minimal cost to polish floor and fix Faust
Customer sent Estimate of over $to refinish the floor
We set an appointment for 9/Friday at to 8:AMI couldn't make that appointment and had to reschedule the same day called customer and sent emails with no respond to get this doneNext on 9/am I sent email to customer letting him Know we need to resolve problemRespond from customer on 9/and we set a time for Thursday September
My year old Child was hospitalized the same night and had to call saying I will not be there
Customer was rude about this and complained to Revdex.com
I went to customer house on Sep 23, couldn't see the marks on the floor only if you look at a certain angle you can see a faded old scuff very small lines leading from the side room to the hall way, we did not move any furniture to that room so I asked customer how does he thinks this happened he said with the dolly when they moved boxesI replied that that if dolly will make marks you will see them from entrance to hall all over because this is where they go in and out numerus timesCustomer was rude and asked me to leave threatening me with law suit
Sorry we will not pay for damages we didn't do
At this time all offers that offered before are void
Initial Business Response /* (1000, 5, 2014/08/28) */
After review of this customer's move, there were a couple of delays with the delivery truck causing the household goods to arrive outside of our guarantee of business daysWe recognize this fact with the customer, and offered
our apologies and a discount of almost $in compensation for the delay
We also did not charge the additional $for a long-carry the day of delivery, as we could not get close to the residence with the large moving vanWe do understand that the customer experienced some extended inconvenience due to the delayed delivery, which is why we extended the discountThe customer did sign paperwork stipulating that US Vanlines will do its best to accommodate the preferred delivery date within business days, and according to ICC regulations business days from first available delivery is considered normalThey have a copy of this signed document
We do not, however, have an agreement on file that stipulates or suggests a "full refund" if delivered beyond the business daysMoving household items across the country is an expensive endeavor, often times yielding very low margin or even a loss..especially on smaller household moves like this one that experience delivery complications
The norm is that US Vanlines provides timely deliveries and customers are very satisfied with the serviceUnfortunately, those satisfied customers often do not take the time to report their experience to the Revdex.com, as did this one
Unfortunately, we can not grant the customer's request for a fully refunded move to CAWe regret that there were unavoidable delays, and hope that the already agreed upon compensation will satisfy his concerns
we apology for the delay in the delivery of this shipmentthe shipment was in storage from December 2015 customer notified US Van Lines that they are ready for delivery June 5th and we had a mistake done on our part which delayed the shipment beyond the time of delivery
Customer did not pay $for this load as she claimsCustomer total bill was $She paid $on the day of pickupstorage charge was suppose to be $From December to June Total move and Storage $Due to the delay Customer at delivery paid only $bringing total cost for customer to $and not $as they ClaimUS Van Lines has compensated customer in the amount of $
Highly recommend, just recently used this companyExtremely professional, courteous and on time I would definitely use them againI give them five stars!!!!!
Overall satisfied with the my moveDelivered my stuff within a Week from STL to SEA with no damage to a single item
I would definitely recommend giving it a try
Company didnt do much to aid in locating my items that they picked up for a out of state moveItems were noted to be missing the same day as deliveryThe guy that delivered items was the most rude and disrespectful person Ive ever metHe got into and arguement with my apartment manager and then with another residentHe began to curse and scream things at her and she started taking pictures of himWhen we asked to lool on truck for our items he refusedOne the men working with him stated "Ive been working with him for a week and hes a dick to everyone"I then noticed him on the phoneWhomever he was speaking with he yelled " Yea I have your shipment Ill be there when Im finished dont call me again" and proceeded to hang up on themHe also tried moving our belongings in thong flip flops and told my boyfriend he needed to helpAfter things were in house he drove off without notice leaving behind one worker and told him he had to meet him on the corner after being calledThe moving company said they tried to call him but stated for 2days "He wont answer our calls, just do a claim and they will find him"Needless to say I dont know whos really doing their jobs because for missing items they ofdered me bucks! I will never use their service again!
Initial Business Response /* (1000, 9, 2014/05/23) */
Dear Mrand Mrs***,
Thank you for taking time to contact US Van Lines to explain the issues that have recently occurredWe regret any inconvenience you have experienced, and we assure you that we are anxious to retain you as a
satisfied customer
Our Customer Satisfaction Team has reviewed the information you sent us and has conducted a full investigation in order to resolve this matter fairly
Based on our investigation, we would like to note that On April 4th, we have contacted Mrs*** *** twiceFirst time we left a message, and second time we spoke to *** extensively addressing all the issues they had regarding their insurance for their move which, resulted because they did not renew their insurance policyAfter extensively speaking to Mrs*** ***, she provided us with her husband's number and requested that we rely all the information we had discussed with her to her husbandAs per Mrs*** ***'s request, we called Mr*** ***The call went to voicemailOur Claims Supervisor *** personally left a message for Mr*** *** stating that his wife requested we call him to discuss the situation regarding his move and his lapse of insurance*** requested he call us back
On April we received a call from *** (The manager of US Van Lines) stating that Mr*** *** called him stating, we have not called him or spoken to him in which, *** personally explained that she spoke to Mrs*** *** on Friday and, left a message for Mr*** *** on Friday to give us a callImmediately after hanging up with ***, *** called Mr*** *** Left a message*** then called *** back to see if there was another number that she can reach Mr*** *** at*** gave *** another number to try*** left a message on that number, later on realizing that it was Mrs*** ***'s numberWhen *** called that number again, *** answered and told *** to call her husband now, that he will answer
Finally, After getting ahold Mr*** ***, *** explained to him the situation of his move regarding the lapse of his insurance that he did not renew after days*** explained in full detail the contractual agreement that he signed, and how his insurance expires after days if it is not paid for and renewed monthly which, they did not renew*** in good faith wanted to pay Mrand Mrs*** and *** *** $because they did have a big move and he wanted them to be satisfied clients in spite of the fact that they did not renew their insuranceWhen *** explained that to Mr*** ***, he told *** that he would think about it and that he will get back to her on itMr*** *** never "got back" to *** or any of our staff on it, and never sent in the settlement agreement(I know this because our notes in our system are thorough and extremely organized and easily tracked and traced)
It is truly aggravating that our Revdex.com record is going to be tarnished because of information our client has provided when in fact we bent over backwards to contact and satisfy himWe are a reputable moving company that truly cares about our clients and about our reputationWe want our reputation to reflect the honest, prompt and hardworking people that we are
Our offer still standsWe are waiting to hear back from Mror Mrs*** so they can let us know if they have accepted ***s offer in good faithIf they have accepted the offer, all they have to do is mail in the settlement agreement we had sent them, fill it out and mail it back to the address on the formOnce we receive it, we will have Us Van Lines issue them out a check for the settled amount
If you need further assistance, you may contact us at XXX-XXX-XXXX or e-mail us at ***@customerserviceinc.com
We take our customer satisfaction very seriouselyThank you for giving us the opportunity to assist you
Sincerely,
*** **
Claims Representative
US Van Lines
Initial Consumer Rebuttal /* (3000, 11, 2014/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have never been offered anything in writing regarding a settlementThe process to renew the insurance was never explained and we were never provided any update on the status of the insuranceBased on the photos and information furnished to US Van Lines, we believe the packing of the goods at origination and resulting transfer to their truck and into storage caused the damage while the insurance was still in effect and long before the goods were delivered
I did speak to *** in April and explained that I would appreciate her cooperation in dealing with my husband since he was available during the day and I was working
The response provided does not address the gross underestimate of the cost of the move, the half filled boxes and the resulting additional charges for more boxes that were outrageously prices, the lack of professionalism in packing the boxes (a heavy Kitchen Aid mixer placed upside down with a box of china - could this be the result of the damage reported?)
The last person we heard from was *** who said she would contact ***
The reputation of the company is being tarnished not by us, but by the service the company provides
It would be interesting to understand exactly where the 'settlement statement' has been mailed since we have not received anything
Final Consumer Response /* (3000, 16, 2014/07/21) */
6/23/14: I have never received settlement agreement but $500, preferably with apology, would be acceptable
6/26/14: Mediator left message for consumer
6/30/14: I will check my inbox and spam folders and will call back to confirm receipt
7/08/14: Mediator left message for consumer
7/10/14: I have not received offer from business
7/21/14: I received settlement offer on Friday
Final Business Response /* (1000, 27, 2014/08/25) */
Please contact *** ***, the owner of the company for resolution
*** ***
Relocation Manager
US Vanlines
XXX-XXX-XXXX cell
US Van Lines moved me locally, from South County in St. Louis to Arnold. They loaded and unloaded the truck quickly and efficiently, with nothing breaking, everything handled with care, and with speed. The crew was courteous and it was, by far, my smoothest move ever.
US Van Lines moved my house from Evansville IN to St Louis MO. Nothing was damaged or arrived broken from this move. This is the only mover I have used in five years that I did not have to file a claim due to damage. Both men were professional and great at their jobs. Thank you US Van Lines!!!
Initial Business Response /* (1000, 7, 2014/10/21) */
This is a perfect example of a customer using the Revdex.com complaint system to extort money from US Vanlines. THE FACTS: There was a very legitimate extra charge of $220 by the subcontractor who delivered this small load because it was over...
75 feet from the truck. This detail of potential charges is clearly displayed on both the upfront estimate and contract signed upon pickup. The customer claims to have given the contractor $400, but there is no record of that other than an ATM withdrawl statement later produced by the customer. The fact that dinner was purchased was a decision made by the customer, and never proposed as an obligation by US Vanlines or their contractors. Nor is that relevant to the long carry charges or dispute over the amount actually paid.
US Vanlines offered the customer a $150 settlement in an attempt to resolve the matter, but the customer refused. The company in this case was under no obligation to refund any money, as the long carry charges are clearly noted on all documentation througout the process. The settlement offer has expired and is off the table for negotiation.
Furthermore, US Vanlines would like this complaint stricken from our Revdex.com record, as all charges were legitimate and agreed upon at the time of service with signed contracts. We regret that the customer feels inconvenienced by the logistics of their move.
cancel this unjustified complaint. Please see attachment. customer received all her items without extra charge. Movers worked 4 Hours + 1 hour travel time total 5 hours @ $120 = $600.00 on 2 places on moving estimate it states that 2 hours labor and 1 hour travel is the Minimum.
I used this company twice for moving and storage our staff locally in St. Louis. I found the company to be very reliable and professionals. The team came on time and packed and loaded all my items very efficiently. All of my items showed up with no damages even after storage. I definitely recommend using this mover and I will NOT hesitate to call them again.
To future customers of US Van Lines,
I was going to use a different moving company, then Missycalled and ask to
give us a quote. Itcame in less than the other company. The gentleman
who came to my house to give us a bid was quick and listed all the things
to be moved.
On the day of moving:
I received a phone call to tellme the movers were on the way.
They arrived at the time stated.
They men were polite and friendly.
They were careful with my things.
They asked questions in a polite manner.
They work hard and delivered my items safely to my new house.
I would hire them again.
I'd like to start off by saying these guys were an absolute delight. They were there 15 minutes early. There was a mis-communication on my part. I thought I told them I needed them to help pack but I hadn't. It was no big deal at all! They jumped right in. It was unseasonably warm that day (NOV 2015) and they went right along like it was nothing! We had everything ready to go right on schedule. Everything got into our new house safe & sound. There were a few scratches on one table, but I was able to easily cover it with one of those pens from the hardware store. All in all, I was very pleased and I consider it money well spent. You obviously get what you pay for.
Initial Business Response /* (1000, 5, 2014/12/17) */
Our Claims Dept has offered a settlement pursuant to verbage of our contractual agreement signed by the customer regarding which items are covered by the supplemental insurance policy. After review with the Claims Dept, it is apparent...
that several of the items included in the claim were of partical board construction, which are included in the waiver of carrier responsibility document signed by the customer prior to the move. The customer returned correspondence to the Claims Dept stating that they do not agree with the settlement offer. Customer needs to contact their representative at the Claims Dept and work through a proper resolution within the guidelines of the contractual agreement signed the day of the move.
Initial Business Response /* (1000, 11, 2014/09/26) */
Customer has filed a complaint against US Vanlines for incidental damages that occured during a household goods delivery by a subcontractorThe claim was reviewed by our insurance Claims Dept, and unfortunately the only items covered
under any policy are household goods either in transit or during pickup or deliveryLong distance moves are most commonly done using a 53ft tractor trailerOn narrow driveways, sometimes damage to lights, bushes, etc cannot be avoided due to the nature of backing up such a long trailerThese types of claims should be covered through the customer's homeowners policyUS Vanlines can continue to work with the customer on resolution through subcontracted delivery company, but cannot be held accountable for an entire new lighting system for the driveway
Initial Consumer Rebuttal /* (3000, 13, 2014/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately the carrier's response is not only inaccurate, but legally insufficientThe damage was not as a result of the truck movementInstead, it was a direct result of carelessness on the part of the delivery teamWhile the carrier states they were a subcontractor, they wore US Van Line shirts and had US Van Line on the side of the truckSince the individuals were contracted through US Van Lines they then become a legal agent representing US Van Lines who is then culpable for their actions
The damage was not to the entire landscape lighting system, it was only six lights along the pathway from our driveway to the front doorI'm not asking for a full lighting system, just for the damage to be repaired and replacedThese were not cheap lights and we shouldn't be expected to replace them with anything else other than "like kind"As for the statement regarding putting the claim on our homeowner's policy; that's further evidence the carrier is not interested in accepting responsibility for the damage doneThe fact that the damage isn't covered by their insurance is irrelevant to the claimIt only means it's either so infrequent or onerous that it's not a occurrenceI have tried to contact them on three separate occasions to resolve this and have not had a single responseAt this point it is becoming evident the only recourse is continued escalation into the court system for resolution
Final Business Response /* (1000, 16, 2014/10/07) */
Please contact *** at our office for resolution to this matter
Initial Business Response /* (1000, 9, 2015/10/08) */
In respond to the claim brought by ***
First I want to apologize on behalf of one of the movers that behaved in un unacceptable way by the standard of our companyThis mover was released of his duties with US van Lines and no
longer works for US Van Lines
Total estimated cost in the in home estimate done on 08/14/was for Hours of labor and travel $+ the cost of packing materialsActual cost of move was $$for labor and $for packing
Customer complained after move about the movers and about a water leak that he claimed was caused by moversUS Van Lines respond was that we will compensate customer for his inconvenience and we set an appointment for a supervisor to visit at customer house
At The first visit customer showed the Supervisor a broken hose under the sink claiming the mover did this and showed a very faded hardly visible marks on floorWe do not accept responsibility for those items but Still at that time offered the customer compensation of $for him not being happy with the moveCustomer refused and wanted to talk to owner
US Van Lines communicated with customer to do a revisit at his home after construction crew that was present at his home will complete the work, and also so customer will have time to get estimate of cost to fix items assuming minimal cost to polish floor and fix Faust
Customer sent Estimate of over $to refinish the floor
We set an appointment for 9/Friday at to 8:AMI couldn't make that appointment and had to reschedule the same day called customer and sent emails with no respond to get this doneNext on 9/am I sent email to customer letting him Know we need to resolve problemRespond from customer on 9/and we set a time for Thursday September
My year old Child was hospitalized the same night and had to call saying I will not be there
Customer was rude about this and complained to Revdex.com
I went to customer house on Sep 23, couldn't see the marks on the floor only if you look at a certain angle you can see a faded old scuff very small lines leading from the side room to the hall way, we did not move any furniture to that room so I asked customer how does he thinks this happened he said with the dolly when they moved boxesI replied that that if dolly will make marks you will see them from entrance to hall all over because this is where they go in and out numerus timesCustomer was rude and asked me to leave threatening me with law suit
Sorry we will not pay for damages we didn't do
At this time all offers that offered before are void
Initial Business Response /* (1000, 5, 2014/08/28) */
After review of this customer's move, there were a couple of delays with the delivery truck causing the household goods to arrive outside of our guarantee of business daysWe recognize this fact with the customer, and offered
our apologies and a discount of almost $in compensation for the delay
We also did not charge the additional $for a long-carry the day of delivery, as we could not get close to the residence with the large moving vanWe do understand that the customer experienced some extended inconvenience due to the delayed delivery, which is why we extended the discountThe customer did sign paperwork stipulating that US Vanlines will do its best to accommodate the preferred delivery date within business days, and according to ICC regulations business days from first available delivery is considered normalThey have a copy of this signed document
We do not, however, have an agreement on file that stipulates or suggests a "full refund" if delivered beyond the business daysMoving household items across the country is an expensive endeavor, often times yielding very low margin or even a loss..especially on smaller household moves like this one that experience delivery complications
The norm is that US Vanlines provides timely deliveries and customers are very satisfied with the serviceUnfortunately, those satisfied customers often do not take the time to report their experience to the Revdex.com, as did this one
Unfortunately, we can not grant the customer's request for a fully refunded move to CAWe regret that there were unavoidable delays, and hope that the already agreed upon compensation will satisfy his concerns
we apology for the delay in the delivery of this shipmentthe shipment was in storage from December 2015 customer notified US Van Lines that they are ready for delivery June 5th and we had a mistake done on our part which delayed the shipment beyond the time of delivery
Customer did not pay $for this load as she claimsCustomer total bill was $She paid $on the day of pickupstorage charge was suppose to be $From December to June Total move and Storage $Due to the delay Customer at delivery paid only $bringing total cost for customer to $and not $as they ClaimUS Van Lines has compensated customer in the amount of $
Highly recommend, just recently used this companyExtremely professional, courteous and on time I would definitely use them againI give them five stars!!!!!
Overall satisfied with the my moveDelivered my stuff within a Week from STL to SEA with no damage to a single item
I would definitely recommend giving it a try
Company didnt do much to aid in locating my items that they picked up for a out of state moveItems were noted to be missing the same day as deliveryThe guy that delivered items was the most rude and disrespectful person Ive ever metHe got into and arguement with my apartment manager and then with another residentHe began to curse and scream things at her and she started taking pictures of himWhen we asked to lool on truck for our items he refusedOne the men working with him stated "Ive been working with him for a week and hes a dick to everyone"I then noticed him on the phoneWhomever he was speaking with he yelled " Yea I have your shipment Ill be there when Im finished dont call me again" and proceeded to hang up on themHe also tried moving our belongings in thong flip flops and told my boyfriend he needed to helpAfter things were in house he drove off without notice leaving behind one worker and told him he had to meet him on the corner after being calledThe moving company said they tried to call him but stated for 2days "He wont answer our calls, just do a claim and they will find him"Needless to say I dont know whos really doing their jobs because for missing items they ofdered me bucks! I will never use their service again!
Initial Business Response /* (1000, 9, 2014/05/23) */
Dear Mrand Mrs***,
Thank you for taking time to contact US Van Lines to explain the issues that have recently occurredWe regret any inconvenience you have experienced, and we assure you that we are anxious to retain you as a
satisfied customer
Our Customer Satisfaction Team has reviewed the information you sent us and has conducted a full investigation in order to resolve this matter fairly
Based on our investigation, we would like to note that On April 4th, we have contacted Mrs*** *** twiceFirst time we left a message, and second time we spoke to *** extensively addressing all the issues they had regarding their insurance for their move which, resulted because they did not renew their insurance policyAfter extensively speaking to Mrs*** ***, she provided us with her husband's number and requested that we rely all the information we had discussed with her to her husbandAs per Mrs*** ***'s request, we called Mr*** ***The call went to voicemailOur Claims Supervisor *** personally left a message for Mr*** *** stating that his wife requested we call him to discuss the situation regarding his move and his lapse of insurance*** requested he call us back
On April we received a call from *** (The manager of US Van Lines) stating that Mr*** *** called him stating, we have not called him or spoken to him in which, *** personally explained that she spoke to Mrs*** *** on Friday and, left a message for Mr*** *** on Friday to give us a callImmediately after hanging up with ***, *** called Mr*** *** Left a message*** then called *** back to see if there was another number that she can reach Mr*** *** at*** gave *** another number to try*** left a message on that number, later on realizing that it was Mrs*** ***'s numberWhen *** called that number again, *** answered and told *** to call her husband now, that he will answer
Finally, After getting ahold Mr*** ***, *** explained to him the situation of his move regarding the lapse of his insurance that he did not renew after days*** explained in full detail the contractual agreement that he signed, and how his insurance expires after days if it is not paid for and renewed monthly which, they did not renew*** in good faith wanted to pay Mrand Mrs*** and *** *** $because they did have a big move and he wanted them to be satisfied clients in spite of the fact that they did not renew their insuranceWhen *** explained that to Mr*** ***, he told *** that he would think about it and that he will get back to her on itMr*** *** never "got back" to *** or any of our staff on it, and never sent in the settlement agreement(I know this because our notes in our system are thorough and extremely organized and easily tracked and traced)
It is truly aggravating that our Revdex.com record is going to be tarnished because of information our client has provided when in fact we bent over backwards to contact and satisfy himWe are a reputable moving company that truly cares about our clients and about our reputationWe want our reputation to reflect the honest, prompt and hardworking people that we are
Our offer still standsWe are waiting to hear back from Mror Mrs*** so they can let us know if they have accepted ***s offer in good faithIf they have accepted the offer, all they have to do is mail in the settlement agreement we had sent them, fill it out and mail it back to the address on the formOnce we receive it, we will have Us Van Lines issue them out a check for the settled amount
If you need further assistance, you may contact us at XXX-XXX-XXXX or e-mail us at ***@customerserviceinc.com
We take our customer satisfaction very seriouselyThank you for giving us the opportunity to assist you
Sincerely,
*** **
Claims Representative
US Van Lines
Initial Consumer Rebuttal /* (3000, 11, 2014/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have never been offered anything in writing regarding a settlementThe process to renew the insurance was never explained and we were never provided any update on the status of the insuranceBased on the photos and information furnished to US Van Lines, we believe the packing of the goods at origination and resulting transfer to their truck and into storage caused the damage while the insurance was still in effect and long before the goods were delivered
I did speak to *** in April and explained that I would appreciate her cooperation in dealing with my husband since he was available during the day and I was working
The response provided does not address the gross underestimate of the cost of the move, the half filled boxes and the resulting additional charges for more boxes that were outrageously prices, the lack of professionalism in packing the boxes (a heavy Kitchen Aid mixer placed upside down with a box of china - could this be the result of the damage reported?)
The last person we heard from was *** who said she would contact ***
The reputation of the company is being tarnished not by us, but by the service the company provides
It would be interesting to understand exactly where the 'settlement statement' has been mailed since we have not received anything
Final Consumer Response /* (3000, 16, 2014/07/21) */
6/23/14: I have never received settlement agreement but $500, preferably with apology, would be acceptable
6/26/14: Mediator left message for consumer
6/30/14: I will check my inbox and spam folders and will call back to confirm receipt
7/08/14: Mediator left message for consumer
7/10/14: I have not received offer from business
7/21/14: I received settlement offer on Friday
Final Business Response /* (1000, 27, 2014/08/25) */
Please contact *** ***, the owner of the company for resolution
*** ***
Relocation Manager
US Vanlines
XXX-XXX-XXXX cell
US Van Lines moved me locally, from South County in St. Louis to Arnold. They loaded and unloaded the truck quickly and efficiently, with nothing breaking, everything handled with care, and with speed. The crew was courteous and it was, by far, my smoothest move ever.
US Van Lines moved my house from Evansville IN to St Louis MO. Nothing was damaged or arrived broken from this move. This is the only mover I have used in five years that I did not have to file a claim due to damage. Both men were professional and great at their jobs. Thank you US Van Lines!!!
Initial Business Response /* (1000, 7, 2014/10/21) */
This is a perfect example of a customer using the Revdex.com complaint system to extort money from US Vanlines. THE FACTS: There was a very legitimate extra charge of $220 by the subcontractor who delivered this small load because it was over...
75 feet from the truck. This detail of potential charges is clearly displayed on both the upfront estimate and contract signed upon pickup. The customer claims to have given the contractor $400, but there is no record of that other than an ATM withdrawl statement later produced by the customer. The fact that dinner was purchased was a decision made by the customer, and never proposed as an obligation by US Vanlines or their contractors. Nor is that relevant to the long carry charges or dispute over the amount actually paid.
US Vanlines offered the customer a $150 settlement in an attempt to resolve the matter, but the customer refused. The company in this case was under no obligation to refund any money, as the long carry charges are clearly noted on all documentation througout the process. The settlement offer has expired and is off the table for negotiation.
Furthermore, US Vanlines would like this complaint stricken from our Revdex.com record, as all charges were legitimate and agreed upon at the time of service with signed contracts. We regret that the customer feels inconvenienced by the logistics of their move.
Customer will contact Revdex.com to...
cancel this unjustified complaint. Please see attachment. customer received all her items without extra charge. Movers worked 4 Hours + 1 hour travel time total 5 hours @ $120 = $600.00 on 2 places on moving estimate it states that 2 hours labor and 1 hour travel is the Minimum.
I would recommend to my friends . They picked up on time and delivered even before 14days .
I used this company twice for moving and storage our staff locally in St. Louis. I found the company to be very reliable and professionals. The team came on time and packed and loaded all my items very efficiently. All of my items showed up with no damages even after storage. I definitely recommend using this mover and I will NOT hesitate to call them again.
They moved us from St Louis to Austin TX. The move went flawless. Great crew of people. I would give them an 11 on a 1 to 10 scale.
As of the date of this email, US Van Lines has returned my property.
Thank you for your help with this situation.
[redacted]
[redacted]
We had 3 guys move all our stuff in ust 8 hours. They where professional and curteous.
To future customers of US Van Lines,
I was going to use a different moving company, then Missycalled and ask to
give us a quote. Itcame in less than the other company. The gentleman
who came to my house to give us a bid was quick and listed all the things
to be moved.
On the day of moving:
I received a phone call to tellme the movers were on the way.
They arrived at the time stated.
They men were polite and friendly.
They were careful with my things.
They asked questions in a polite manner.
They work hard and delivered my items safely to my new house.
I would hire them again.
I'd like to start off by saying these guys were an absolute delight. They were there 15 minutes early. There was a mis-communication on my part. I thought I told them I needed them to help pack but I hadn't. It was no big deal at all! They jumped right in. It was unseasonably warm that day (NOV 2015) and they went right along like it was nothing! We had everything ready to go right on schedule. Everything got into our new house safe & sound. There were a few scratches on one table, but I was able to easily cover it with one of those pens from the hardware store. All in all, I was very pleased and I consider it money well spent. You obviously get what you pay for.
Initial Business Response /* (1000, 5, 2014/12/17) */
Our Claims Dept has offered a settlement pursuant to verbage of our contractual agreement signed by the customer regarding which items are covered by the supplemental insurance policy. After review with the Claims Dept, it is apparent...
that several of the items included in the claim were of partical board construction, which are included in the waiver of carrier responsibility document signed by the customer prior to the move. The customer returned correspondence to the Claims Dept stating that they do not agree with the settlement offer. Customer needs to contact their representative at the Claims Dept and work through a proper resolution within the guidelines of the contractual agreement signed the day of the move.