Initial Business Response /* (1000, 9, 2015/07/10) */
This will acknowledge UniGroup, Inc.'s ("UniGroup") receipt of the complaint that was submitted to the Revdex.com of Eastern Missouri and Southern Illinois ("the Revdex.com") by *** ***In his complaint, Mr*** expressed
concerns about reported cargo damage and about the delay in the delivery of his interstate shipment designated as United Van Lines, LLC ("United") Order Number XX-XXXX-X which was transported by United from Minnesota to Tennessee in May of
As an initial matter, UniGroup is the parent holding company of United and other subsidiariesAs such, UniGroup does not directly participate in the transport of household goods shipments and has no liability for any claim for cargo loss of damage which might arise from the transport of an interstate household goods shipmentThus, this complaint is properly directed to United as the carrier that issued the Bill of Lading and actually transported Mr***'s household goods shipment from Minnesota to Tennessee
Complaint: [redacted]
I am rejecting this response because: I have been sent a document proving criminal record falsification and forgery by your contractor. Your contractor refused to allow me to notate damages, instead lying that he'd have to stop by the house and have my wife sign. He then skipped town town and falsified and forged the documents you are using today. Coverage decisions based on these criminalized documents are unacceptable. I am a customer that has been criminally offended by your agents and your response is to continue to stand with and protect the criminal acts to the detriment of your customers. This is not an arbitration matter. This is a matter for a careful reaccounting of what was done during this move, what was damaged, what criminal acts occurred to cause such customer disservice, and a justified resolution. An arbiter cannot be used.
Sincerely,
[redacted]
Initial Business Response /* (1000, 14, 2015/12/16) */
ood morning,
Please find attached Mayflower Transit, LLC's ("Mayflower") response to the complaint filed against Mayflower by [redacted].
Sincerely,
[redacted] L. [redacted]
Staff Attorney, Cargo Litigation
UniGroup, Inc.
[redacted]...
[redacted] MO XXXXX
[redacted] (phone)
Initial Consumer Rebuttal /* (3000, 16, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A number of items severely damaged during the transport are being compensated for, such as inv# [redacted] and [redacted] (both night stands) and inv#[redacted] and [redacted] (king bed). Treasure Cost Moving and Storage Inc. states that these pieces had dents prior to the move. We find it a dishonest way of protecting the company against any further damage done to our furniture. The bill of lading is illegible. The person taking the notes could have pointed out to us that he had noticed something wrong with our furniture. Had we known what it meant, we would have never signed it. I have pictures of the items before and after the move to prove this. Click here to see these pictures. It is a safe link to my DropBox: [redacted]
Or else, please instruct me how to upload pictures to this claim.
Here is a list of the items we request reimbursement for damages caused:
Inv # [redacted] and [redacted] TWO NIGHT STANDS: deep scratches and dents
Inv [redacted] and [redacted] KING BED: several dents and scratches
Inv # [redacted] and [redacted] TWO ADITIONAL DINING CHAIRS: 4 out of 6 badly damaged. Company only wants to compensate for two of them. Please add the other two.
Inv # [redacted] BOOKCASE: scratches and badly damaged glass door frame. Discontinued by the manufacturer, parts cannot be purchased for repair, making the whole unit useless, as it is aesthetically unacceptable. The movers insisted that the bookcase be transported assembled, even though payment was made for movers to disassemble it.
Inv # [redacted] CHINA HUTCH TOP GLASS CABINET: Back central mirror was dislocated and shifted down. Doors no longer close. Please see photos.
Inv # [redacted] COFFE TABLE: scratches and yes, it was transported by the Treasure Coast Moving and Storage, Inc.
Inv # [redacted] MUSICAL INSTRUMENT: scratched.
Inv # [redacted] BOOKCASE: Leg smashed.
Inv # [redacted] ONE LARGE PLASTIC BIN: smashed during the move, had its contents (a total of six LEGO Friends sets, imported pencils and pens) scattered all over the back of the truck. My husband tried to pick up some of the spilled toys but was yelled at by the truck driver to hurry up and get the stuff out of his truck. The truck driver was well aware that this plastic bin had been destroyed and the toys had been smashed by carts. We were originally advised by Treasure Coast Moving and Storage's agent [redacted] that this large and sturdy plastic bin was safe to travel without having to be placed inside a cardboard box. Our children were devastated to see their favorite toy collection partially lost and destroyed. Put yourselves in our shoes for a second. Moving is hard enough and traumatizing, especially for children. They didn't deserve to have this happen to them. I have tried to replace their Lego sets, but most of them have been discontinued and are no longer available.
Inv # [redacted] PATIO TABLE: scratched
THREE MEDIUM SIZE HEAVY DUTY CARDBOARD BOXES: missing. Lots of books and treasured items were lost and we are very upset. We ask a compensation of $200 per missing box.
Regarding signing the Bill of Laden at delivery, my husband was left with no choice. The truck driver told him that there was nothing he could do about the damaged furniture at that point and needed to remove the truck from our driveway. My husband was alone during delivery and incapable of keeping track of all the items being brought into the house. The driver didn't care to count and check them off the list. We only realized the boxes were missing once we had a chance to count and organize them. Once more, the company was dishonest and careless. Most of the items were left disassembled and on the ground floor, even though assembly had been included in the payment. Overall, this has been a very traumatic experience.
Please let me know if you have any questions or need more information on the items.
[redacted]
XXX XXX-XXXX
I have reviewed the complaint filed by [redacted].
Since the [redacted] shipment was transported across interstate-lines in interstate commerce pursuant to an interstate Bill of Lading and Mayflower's published operating tariffs incorporated therein, this entire transaction is governed...
exclusively by applicable federal law. Notwithstanding exclusive federal jurisdiction over the transaction in question, it is Mayflower's policy to cooperate fully with any inquiries made by state regulatory or consumer protection agencies. Accordingly, I have provided a summary of the handling of this file for your consideration.
The customer cites concerns over the repair of her items that were damaged during transit. A check was issued to Ms. [redacted] on 9/23/15. The check reflects the level of valuation purchased for her move.
Ms. [redacted] waived Full Replacement Value Protection and opted instead for the lower released value of 60-cents-per-pound. Per the Bill of Lading signed by Ms. [redacted], "Option 2 WAIVER of Full (Replacement) Value Protection. This LOWER level of protection is provided at no additional cost beyond the base rate; however it provides only MINIMAL protection that is considerably less than the average value of household goods. Under this option, a claim for any article that may be lost, destroyed, or damaged while in your mover's custody will be settled based on the weight of the individual article multiplied by 60 cents." Under the Bill of Lading signed by Ms. [redacted], Mayflower does not owe for full replacement of the damaged items.
Mayflower has handled Ms. [redacted]'s claim within the parameters of the Bill of Lading signed by the customer. Ms. [redacted]'s claim was settled at .60 cents per pound. If the check has not yet arrived to Ms. [redacted], it should be arriving in the coming days.
Initial Business Response /* (1000, 5, 2015/07/21) */
Contact Name and Title: [redacted] Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@unigroup.com
I have reviewed the complaint filed by [redacted]
Since the [redacted] shipment was transported across interstate-lines in...
interstate commerce pursuant to an interstate Bill of Lading and United's published tariffs incorporated therein, this entire transaction is governed exclusively by applicable federal law. Notwithstanding exclusive federal jurisdiction over the transaction in question, it is United policy to cooperate fully with any inquires made by state regulatory or consumer protection agencies. Accordingly, I have provided a summary of the handling of this file for your consideration.
The customer cites concerns relating to Fry-Wagner, an agent for United Van Lines, settling a claim for a missing box. United will work with Fry-Wagner to ensure all appropriate steps were taken to locate the missing box. A United adjuster will be assigned to contact Mr. [redacted] to discuss further.
Complaint: [redacted]
I am rejecting this response because:As an agent for United, Mr. [redacted]'s actions should be upheld. Regardless of documentation signed many months in advance does not outweigh the crystal clear and verbal message that we had 6 months to action a claim by this agent onsight at delivery of goods; therefore, it should be accepted.
Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2015/09/17) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer's request for reimbursement in the amount of $2,339.14
They had a Straight Talk Price Assurance Estimate dated...
August 13, 2015; A Straight Talk Price Assurance Bill of Lading GPP1 W, which means that the final charges are based on the guaranteed weight which is noted on the estimate. This type of contract includes a weight allowance credit, if the actual weight is less than the estimate weight, in the amount of $35.00 per hundredth weight.
The estimate weight was 5,616 pounds and the actual weight was 2,920 pounds. The customer was entitled to and did receive a weight allowance credit.
The weight allowance credit was as follows: 5,616 pounds - 2,920 pounds = 2,696 pounds divided by 100 = 26.96 x $35 per hundredth weight (cwt) = a credit weight allowance in the amount of $943.60. A credit card refund was processed to the customer on September 7, 2015 for this amount.
The original estimate given was for 10,017 pounds. However, the customer called back and said that they were going to move all their boxes themselves. We went out again 3 days prior to the loading and revised the estimate to 5,616 pounds.
We cannot change the terms of his contract after loading. Therefore, we respectfully deny his request for reimbursement in the amount of $2,339.14.
Thank you for allowing me to respond to customer's complaint
Initial Business Response /* (1000, 7, 2015/10/14) */
While it is the intent of Mayflower Transit, LLC ("Mayflower") to load each shipment onto 1 truck, there are times when it becomes necessary to divide a shipment among 2 or more trucks. This can happen when shipments loaded prior to the next...
pickup are greater than estimated taking up space set for the next pickup. In addition, this can be caused by additional items being added, bulkier items loaded or a customer deciding to take more than what was estimated.
Rather than jeopardize the entire shipment being delivered late, the driver is to load essentials on the first truck so that a customer can set up their household. The customer had a delivery spread of 7-3-15 to 7-8-15. The main portion, 14,330 lbs., arrived on 7-9-15 and the overflow portion, 450 lbs., delivered on 8-7-15.
The customer's shipment was estimated at 11,792 lbs. and the actual weight was 14,780 lbs. We hauled an additional 2,988 lbs. at no charge. The overflow portion does not qualify for delay benefits.
And as the customer noted, their damage/loss claim has been received and is being handled by Mayflower's claims department.
Thank you for allowing us to respond to the customer's concerns.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mayflower's response completely ignored our concerns described in the complaint. It's fine that Mayflower has a policy in place that states delay benefits are not applicable to overflow shipments, but this needs to be communicated during the signing process, not after the fact. Based on our experience, Mayflower clearly believes they can add or change the terms of the purchase agreement to mislead their potential customers to make a sale and then later protect themselves when they fail to deliver on what was promised. Additionally, the biggest issue we had was the complete lack of any proactive communication on Mayflower's part. If we hadn't taken the initiative to call them we would probably still be waiting for our items to arrive. I assume because they did not address these concerns that their silence can be taken as agreement.
We are not looking for any reimbursement from Mayflower for the delay claim. This complaint was filed to help make Mayflower aware of the issues we had and to warn other potential customers.
That being said, we have since completed repairs and reimbursement of lost/damaged items. This took a bit longer than we had hoped but overall the process was fairly smooth and the company and their contractors were good to work with.
Initial Business Response /* (1000, 5, 2015/09/18) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of Mayflower Transit regarding the customer's request for delay benefits and concerns regarding her storage in transit charges.
We apologize for the frustration...
that the customer experienced regarding the delay of the transport of his shipment to Georgia. However, due to the high volume of shipments transporting during Peak Season (May 13 through September 15) and the shortage of drivers and equipment industry wide, we used every available avenue to get the customer's shipment to them within a timely manner.
The customer had a delivery spread of July 9, 2015 to July 13, 2015. The shipment delivered to the customer on July 21, 2015. Per their agreement, the customer was entitled to delay benefits of $100.00 daily allowance.
To date, the customer has not submitted a delay request that we require for auditing purposes. However, I am accepting her complaint as her submitted request and we are processing a delay claim settlement in the amount of $800.00 to be mailed out on Friday, October 8, 2015.
The delay was not anticipated when the move was accepted nor was it intentional in anyway. We apologize for the delay and regret that we failed to meet the customer's expectations.
In regards to her concerns about origin Storage in Transit charges. I have investigated her concerns and found that she contacted her agency on July 2, 2015 to have the shipment moved. The next available load date was July 6, 2015, after the holiday. The invoice reflects that the storage charges ended on July 6, 2015, therefore the origin Storage in Transit charges are valid.
Thank you for allowing me to respond to customer's complaint.
Initial Business Response /* (1000, 5, 2015/08/07) */
Since the customer's shipment was transported across interstate lines in interstate commerce pursuant to an interstate Bill of Lading and United Van Lines, LLC ("United")'s published operating tariffs, this entire transaction is governed...
exclusively by applicable federal law. Notwithstanding exclusive federal jurisdiction over the transaction in questions, it is United's policy to cooperate fully with any inquiries made by state regulatory or consumer protection agencies.
The customer raises concerns about items that were damaged during transit. To date, a claim has not been filed. We encourage the customer to visit www.unitedvanlines.com and file a claim online, or call the Claims Dept. at XXX-XXX-XXXX and request a claim form be sent to her attention. Once the claim is filed, an adjuster will be assigned and a repair firm will be sent to inspect the damage items.
Also, on JUly 24, 2015, a representative of our presidential support staff spoke with the customer. We offered to dispatch a crew to perform the needed re-assemblies and the customer declined because they had already completed the majority of the re-assemblies themselves.
The customer requested a refund of their transportation charges. We have explained that we are unable to discount or adjust the cost of their move based on the customer's perceived level of service. However, we agreed to go outside the guidelines and offer a $1,200 good will gesture in the interest of customer service. The customer declined that offer as well.
The $1,200 offer is still available for the customer and will not impact any cargo claims which may be filed because they are settled per the valuation that the customer selected and applicable regulations.
We apologize that we failed to meet the customer's expectations. Thank you for allowing United to respond to the customer's concerns.
Initial Business Response /* (1000, 7, 2015/10/22) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer's complaints. The customer is requesting that we adjust the balance due in the amount of $200.35.
The customer had an...
estimate that included third party services and Storage in Transit services. It is indicated on the estimate that these particular services are non-bound, which means they can increase or decrease.
The third party services are performed by a vendor, therefore we can't bind their costs. We can only estimate the cost according to what the customer wants to have performed. Our records indicate, that the customer requested that 3 additional crates be performed by the third party company. The additional services increased their third party costs.
In addition, the Storage in Transit cost were calculated on the estimate with 91 days in storage and with an estimated weight of 4,423 pounds. However, they have been invoiced for the 95 actual days of storage and the actual weight of 4,680 pounds. This increased their Storage in Transit charges.
The increases in third party services and Storage in Transit resulted in a balance due in the amount of $200.35.
We have attempted on several occasions to explain the increase to the customer, however they have not accepted our explanation.
The balance due in the amount of $200.35 are valid charges. However, we have decided to absorb this amount in the interest of customer service.
The customer can disregard the invoice balance due and we will adjust accordingly.
Thank you for allowing me to respond to the complaint.
Initial Consumer Rebuttal /* (2000, 9, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted]
I am rejecting this response because according to United's own letter to me, there is no litigation based on a number of issues. What's more, I responded to United's letter for settlement, albeit lacking and in breach of the agreement, and have received no response...
from them in almost a week. In addition, this has been ongoing for several months. Further, while I hope for my own sake that United pays me the amounts owed, this is a larger issue of United'd deceptive business practices. My issue is the most clear cut. United lost all the hardware to my furniture. Still, they fight me on replacing the items even when most are still available online. If United won't pay me in what is a most obvious matter, how are they treating their other customers? This needs to be investigated. I've accepted no settlement and I'm under no obligations of non-disparagement. Therefore, I will continue to push not only for United to do the right thing by me but also to warn prospective and current customers of these unethical business practices.
Sincerely,
[redacted]
I do want to apologize that your move had sustained some damages. We would like to address the damages but we need you to submit a claim which you can go to www.mayflower.com to submit your claim. Once your claim has been submitted, the claim will be assigned to a team of adjusters and...
they will begin the process of completing your claim. Please contact me with any questions or concerns. Thank you, [redacted]
Initial Business Response /* (1000, 5, 2015/09/03) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of Mayflower Transit regarding the customer's request for $500.00 compensation.
We apologize for the frustration that the customer experienced regarding the...
delay of the transport of his shipment to Washington. However, due to the high volume of shipments transporting during Peak Season (May 13 through September 15) and the shortage of drivers and equipment industry wide, we used every available avenue to get the customer's shipment to them within a timely manner.
The customer's has indicated that the shipment was loaded 1 day late at origin. In addition, the customer had a delivery spread of August 14, 2015 to August 24, 2015. The shipment delivered to the customer on August 26, 2015. They were entitled to delay benefits of $100.00 daily allowance, we do not reimburse for expenses.
We have processed a delay claim settlement in the amount of $300.00 for the 1 day delay at loading and 2 days delay at delivery. The check # XXXXXX was mailed to the customer on September 1, 2015.
The delay was not anticipated when the move was accepted nor was it intentional in anyway. We apologize for the delay and regret that we failed to meet the customer's expectations. However, there will be no further compensation for the delay based on the customer's perceived level of service.
Thank you for allowing me to respond to customer's complaint.
12/19/17 (10:15
am) Mediator left a voice message for [redacted] to return my call.01/02/18 (09:50
am) Mediator left a 2nd voice message for [redacted] to return my
call.01/09/18:
Case closed as no response from the consumer.
Thank you for submitting the additional items and we will conduct a courtesy trace for the missing items. Our traces normally take 30 days and we will notify you with a final outlined settlement position once the trace is completed.
Initial Business Response /* (1000, 5, 2015/11/25) */
Since the [redacted] shipment was transported across interstate-lines in interstate commerce pursuant to an interstate Bill of Lading and Mayflower's published operating tariffs incorporated therein, this entire transaction is governed exclusively by...
applicable federal law. Notwithstanding exclusive federal jurisdiction over the transaction in question, it is Mayflower's policy to cooperate fully with any inquiries made by state regulatory or consumer protection agencies.
The customer cites concerns over lack of communication by her claims adjuster. A settlement letter was sent to the customer on 11/17/15. The customer then contacted the adjuster on 11/24/15 to dispute the settlement. The adjuster asked the customer to submit documentation for the disputed items. The customer was also provided information on Mayflower's dispute resolution process, which is arbitration. Since the filing of the complaint Mayflower has remained in contact with the customer and considers the matter resolved.
Initial Business Response /* (1000, 9, 2015/07/10) */
This will acknowledge UniGroup, Inc.'s ("UniGroup") receipt of the complaint that was submitted to the Revdex.com of Eastern Missouri and Southern Illinois ("the Revdex.com") by *** ***In his complaint, Mr*** expressed
concerns about reported cargo damage and about the delay in the delivery of his interstate shipment designated as United Van Lines, LLC ("United") Order Number XX-XXXX-X which was transported by United from Minnesota to Tennessee in May of
As an initial matter, UniGroup is the parent holding company of United and other subsidiariesAs such, UniGroup does not directly participate in the transport of household goods shipments and has no liability for any claim for cargo loss of damage which might arise from the transport of an interstate household goods shipmentThus, this complaint is properly directed to United as the carrier that issued the Bill of Lading and actually transported Mr***'s household goods shipment from Minnesota to Tennessee
Complaint: [redacted]
I am rejecting this response because: I have been sent a document proving criminal record falsification and forgery by your contractor. Your contractor refused to allow me to notate damages, instead lying that he'd have to stop by the house and have my wife sign. He then skipped town town and falsified and forged the documents you are using today. Coverage decisions based on these criminalized documents are unacceptable. I am a customer that has been criminally offended by your agents and your response is to continue to stand with and protect the criminal acts to the detriment of your customers. This is not an arbitration matter. This is a matter for a careful reaccounting of what was done during this move, what was damaged, what criminal acts occurred to cause such customer disservice, and a justified resolution. An arbiter cannot be used.
Sincerely,
[redacted]
Initial Business Response /* (1000, 14, 2015/12/16) */
ood morning,
Please find attached Mayflower Transit, LLC's ("Mayflower") response to the complaint filed against Mayflower by [redacted].
Sincerely,
[redacted] L. [redacted]
Staff Attorney, Cargo Litigation
UniGroup, Inc.
[redacted]...
[redacted] MO XXXXX
[redacted] (phone)
Initial Consumer Rebuttal /* (3000, 16, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A number of items severely damaged during the transport are being compensated for, such as inv# [redacted] and [redacted] (both night stands) and inv#[redacted] and [redacted] (king bed). Treasure Cost Moving and Storage Inc. states that these pieces had dents prior to the move. We find it a dishonest way of protecting the company against any further damage done to our furniture. The bill of lading is illegible. The person taking the notes could have pointed out to us that he had noticed something wrong with our furniture. Had we known what it meant, we would have never signed it. I have pictures of the items before and after the move to prove this. Click here to see these pictures. It is a safe link to my DropBox: [redacted]
Or else, please instruct me how to upload pictures to this claim.
Here is a list of the items we request reimbursement for damages caused:
Inv # [redacted] and [redacted] TWO NIGHT STANDS: deep scratches and dents
Inv [redacted] and [redacted] KING BED: several dents and scratches
Inv # [redacted] and [redacted] TWO ADITIONAL DINING CHAIRS: 4 out of 6 badly damaged. Company only wants to compensate for two of them. Please add the other two.
Inv # [redacted] BOOKCASE: scratches and badly damaged glass door frame. Discontinued by the manufacturer, parts cannot be purchased for repair, making the whole unit useless, as it is aesthetically unacceptable. The movers insisted that the bookcase be transported assembled, even though payment was made for movers to disassemble it.
Inv # [redacted] CHINA HUTCH TOP GLASS CABINET: Back central mirror was dislocated and shifted down. Doors no longer close. Please see photos.
Inv # [redacted] COFFE TABLE: scratches and yes, it was transported by the Treasure Coast Moving and Storage, Inc.
Inv # [redacted] MUSICAL INSTRUMENT: scratched.
Inv # [redacted] BOOKCASE: Leg smashed.
Inv # [redacted] ONE LARGE PLASTIC BIN: smashed during the move, had its contents (a total of six LEGO Friends sets, imported pencils and pens) scattered all over the back of the truck. My husband tried to pick up some of the spilled toys but was yelled at by the truck driver to hurry up and get the stuff out of his truck. The truck driver was well aware that this plastic bin had been destroyed and the toys had been smashed by carts. We were originally advised by Treasure Coast Moving and Storage's agent [redacted] that this large and sturdy plastic bin was safe to travel without having to be placed inside a cardboard box. Our children were devastated to see their favorite toy collection partially lost and destroyed. Put yourselves in our shoes for a second. Moving is hard enough and traumatizing, especially for children. They didn't deserve to have this happen to them. I have tried to replace their Lego sets, but most of them have been discontinued and are no longer available.
Inv # [redacted] PATIO TABLE: scratched
THREE MEDIUM SIZE HEAVY DUTY CARDBOARD BOXES: missing. Lots of books and treasured items were lost and we are very upset. We ask a compensation of $200 per missing box.
Regarding signing the Bill of Laden at delivery, my husband was left with no choice. The truck driver told him that there was nothing he could do about the damaged furniture at that point and needed to remove the truck from our driveway. My husband was alone during delivery and incapable of keeping track of all the items being brought into the house. The driver didn't care to count and check them off the list. We only realized the boxes were missing once we had a chance to count and organize them. Once more, the company was dishonest and careless. Most of the items were left disassembled and on the ground floor, even though assembly had been included in the payment. Overall, this has been a very traumatic experience.
Please let me know if you have any questions or need more information on the items.
[redacted]
XXX XXX-XXXX
I have reviewed the complaint filed by [redacted].
Since the [redacted] shipment was transported across interstate-lines in interstate commerce pursuant to an interstate Bill of Lading and Mayflower's published operating tariffs incorporated therein, this entire transaction is governed...
exclusively by applicable federal law. Notwithstanding exclusive federal jurisdiction over the transaction in question, it is Mayflower's policy to cooperate fully with any inquiries made by state regulatory or consumer protection agencies. Accordingly, I have provided a summary of the handling of this file for your consideration.
The customer cites concerns over the repair of her items that were damaged during transit. A check was issued to Ms. [redacted] on 9/23/15. The check reflects the level of valuation purchased for her move.
Ms. [redacted] waived Full Replacement Value Protection and opted instead for the lower released value of 60-cents-per-pound. Per the Bill of Lading signed by Ms. [redacted], "Option 2 WAIVER of Full (Replacement) Value Protection. This LOWER level of protection is provided at no additional cost beyond the base rate; however it provides only MINIMAL protection that is considerably less than the average value of household goods. Under this option, a claim for any article that may be lost, destroyed, or damaged while in your mover's custody will be settled based on the weight of the individual article multiplied by 60 cents." Under the Bill of Lading signed by Ms. [redacted], Mayflower does not owe for full replacement of the damaged items.
Mayflower has handled Ms. [redacted]'s claim within the parameters of the Bill of Lading signed by the customer. Ms. [redacted]'s claim was settled at .60 cents per pound. If the check has not yet arrived to Ms. [redacted], it should be arriving in the coming days.
Hello, Please see attached the response for Revdex.com Complaint ID#[redacted]. If you have any questions, please let me know. Thank you, [redacted]
Initial Business Response /* (1000, 5, 2015/07/21) */
Contact Name and Title: [redacted] Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@unigroup.com
I have reviewed the complaint filed by [redacted]
Since the [redacted] shipment was transported across interstate-lines in...
interstate commerce pursuant to an interstate Bill of Lading and United's published tariffs incorporated therein, this entire transaction is governed exclusively by applicable federal law. Notwithstanding exclusive federal jurisdiction over the transaction in question, it is United policy to cooperate fully with any inquires made by state regulatory or consumer protection agencies. Accordingly, I have provided a summary of the handling of this file for your consideration.
The customer cites concerns relating to Fry-Wagner, an agent for United Van Lines, settling a claim for a missing box. United will work with Fry-Wagner to ensure all appropriate steps were taken to locate the missing box. A United adjuster will be assigned to contact Mr. [redacted] to discuss further.
Complaint: [redacted]
I am rejecting this response because:As an agent for United, Mr. [redacted]'s actions should be upheld. Regardless of documentation signed many months in advance does not outweigh the crystal clear and verbal message that we had 6 months to action a claim by this agent onsight at delivery of goods; therefore, it should be accepted.
Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2015/09/17) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer's request for reimbursement in the amount of $2,339.14
They had a Straight Talk Price Assurance Estimate dated...
August 13, 2015; A Straight Talk Price Assurance Bill of Lading GPP1 W, which means that the final charges are based on the guaranteed weight which is noted on the estimate. This type of contract includes a weight allowance credit, if the actual weight is less than the estimate weight, in the amount of $35.00 per hundredth weight.
The estimate weight was 5,616 pounds and the actual weight was 2,920 pounds. The customer was entitled to and did receive a weight allowance credit.
The weight allowance credit was as follows: 5,616 pounds - 2,920 pounds = 2,696 pounds divided by 100 = 26.96 x $35 per hundredth weight (cwt) = a credit weight allowance in the amount of $943.60. A credit card refund was processed to the customer on September 7, 2015 for this amount.
The original estimate given was for 10,017 pounds. However, the customer called back and said that they were going to move all their boxes themselves. We went out again 3 days prior to the loading and revised the estimate to 5,616 pounds.
We cannot change the terms of his contract after loading. Therefore, we respectfully deny his request for reimbursement in the amount of $2,339.14.
Thank you for allowing me to respond to customer's complaint
Initial Business Response /* (1000, 7, 2015/10/14) */
While it is the intent of Mayflower Transit, LLC ("Mayflower") to load each shipment onto 1 truck, there are times when it becomes necessary to divide a shipment among 2 or more trucks. This can happen when shipments loaded prior to the next...
pickup are greater than estimated taking up space set for the next pickup. In addition, this can be caused by additional items being added, bulkier items loaded or a customer deciding to take more than what was estimated.
Rather than jeopardize the entire shipment being delivered late, the driver is to load essentials on the first truck so that a customer can set up their household. The customer had a delivery spread of 7-3-15 to 7-8-15. The main portion, 14,330 lbs., arrived on 7-9-15 and the overflow portion, 450 lbs., delivered on 8-7-15.
The customer's shipment was estimated at 11,792 lbs. and the actual weight was 14,780 lbs. We hauled an additional 2,988 lbs. at no charge. The overflow portion does not qualify for delay benefits.
And as the customer noted, their damage/loss claim has been received and is being handled by Mayflower's claims department.
Thank you for allowing us to respond to the customer's concerns.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mayflower's response completely ignored our concerns described in the complaint. It's fine that Mayflower has a policy in place that states delay benefits are not applicable to overflow shipments, but this needs to be communicated during the signing process, not after the fact. Based on our experience, Mayflower clearly believes they can add or change the terms of the purchase agreement to mislead their potential customers to make a sale and then later protect themselves when they fail to deliver on what was promised. Additionally, the biggest issue we had was the complete lack of any proactive communication on Mayflower's part. If we hadn't taken the initiative to call them we would probably still be waiting for our items to arrive. I assume because they did not address these concerns that their silence can be taken as agreement.
We are not looking for any reimbursement from Mayflower for the delay claim. This complaint was filed to help make Mayflower aware of the issues we had and to warn other potential customers.
That being said, we have since completed repairs and reimbursement of lost/damaged items. This took a bit longer than we had hoped but overall the process was fairly smooth and the company and their contractors were good to work with.
Initial Business Response /* (1000, 5, 2015/09/18) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of Mayflower Transit regarding the customer's request for delay benefits and concerns regarding her storage in transit charges.
We apologize for the frustration...
that the customer experienced regarding the delay of the transport of his shipment to Georgia. However, due to the high volume of shipments transporting during Peak Season (May 13 through September 15) and the shortage of drivers and equipment industry wide, we used every available avenue to get the customer's shipment to them within a timely manner.
The customer had a delivery spread of July 9, 2015 to July 13, 2015. The shipment delivered to the customer on July 21, 2015. Per their agreement, the customer was entitled to delay benefits of $100.00 daily allowance.
To date, the customer has not submitted a delay request that we require for auditing purposes. However, I am accepting her complaint as her submitted request and we are processing a delay claim settlement in the amount of $800.00 to be mailed out on Friday, October 8, 2015.
The delay was not anticipated when the move was accepted nor was it intentional in anyway. We apologize for the delay and regret that we failed to meet the customer's expectations.
In regards to her concerns about origin Storage in Transit charges. I have investigated her concerns and found that she contacted her agency on July 2, 2015 to have the shipment moved. The next available load date was July 6, 2015, after the holiday. The invoice reflects that the storage charges ended on July 6, 2015, therefore the origin Storage in Transit charges are valid.
Thank you for allowing me to respond to customer's complaint.
I have attached our response to Revdex.com complaint # [redacted]. Kindest regards, [redacted]
Initial Business Response /* (1000, 5, 2015/08/07) */
Since the customer's shipment was transported across interstate lines in interstate commerce pursuant to an interstate Bill of Lading and United Van Lines, LLC ("United")'s published operating tariffs, this entire transaction is governed...
exclusively by applicable federal law. Notwithstanding exclusive federal jurisdiction over the transaction in questions, it is United's policy to cooperate fully with any inquiries made by state regulatory or consumer protection agencies.
The customer raises concerns about items that were damaged during transit. To date, a claim has not been filed. We encourage the customer to visit www.unitedvanlines.com and file a claim online, or call the Claims Dept. at XXX-XXX-XXXX and request a claim form be sent to her attention. Once the claim is filed, an adjuster will be assigned and a repair firm will be sent to inspect the damage items.
Also, on JUly 24, 2015, a representative of our presidential support staff spoke with the customer. We offered to dispatch a crew to perform the needed re-assemblies and the customer declined because they had already completed the majority of the re-assemblies themselves.
The customer requested a refund of their transportation charges. We have explained that we are unable to discount or adjust the cost of their move based on the customer's perceived level of service. However, we agreed to go outside the guidelines and offer a $1,200 good will gesture in the interest of customer service. The customer declined that offer as well.
The $1,200 offer is still available for the customer and will not impact any cargo claims which may be filed because they are settled per the valuation that the customer selected and applicable regulations.
We apologize that we failed to meet the customer's expectations. Thank you for allowing United to respond to the customer's concerns.
Initial Business Response /* (1000, 7, 2015/10/22) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer's complaints. The customer is requesting that we adjust the balance due in the amount of $200.35.
The customer had an...
estimate that included third party services and Storage in Transit services. It is indicated on the estimate that these particular services are non-bound, which means they can increase or decrease.
The third party services are performed by a vendor, therefore we can't bind their costs. We can only estimate the cost according to what the customer wants to have performed. Our records indicate, that the customer requested that 3 additional crates be performed by the third party company. The additional services increased their third party costs.
In addition, the Storage in Transit cost were calculated on the estimate with 91 days in storage and with an estimated weight of 4,423 pounds. However, they have been invoiced for the 95 actual days of storage and the actual weight of 4,680 pounds. This increased their Storage in Transit charges.
The increases in third party services and Storage in Transit resulted in a balance due in the amount of $200.35.
We have attempted on several occasions to explain the increase to the customer, however they have not accepted our explanation.
The balance due in the amount of $200.35 are valid charges. However, we have decided to absorb this amount in the interest of customer service.
The customer can disregard the invoice balance due and we will adjust accordingly.
Thank you for allowing me to respond to the complaint.
Initial Consumer Rebuttal /* (2000, 9, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted]
I am rejecting this response because according to United's own letter to me, there is no litigation based on a number of issues. What's more, I responded to United's letter for settlement, albeit lacking and in breach of the agreement, and have received no response...
from them in almost a week. In addition, this has been ongoing for several months. Further, while I hope for my own sake that United pays me the amounts owed, this is a larger issue of United'd deceptive business practices. My issue is the most clear cut. United lost all the hardware to my furniture. Still, they fight me on replacing the items even when most are still available online. If United won't pay me in what is a most obvious matter, how are they treating their other customers? This needs to be investigated. I've accepted no settlement and I'm under no obligations of non-disparagement. Therefore, I will continue to push not only for United to do the right thing by me but also to warn prospective and current customers of these unethical business practices.
Sincerely,
[redacted]
I do want to apologize that your move had sustained some damages. We would like to address the damages but we need you to submit a claim which you can go to www.mayflower.com to submit your claim. Once your claim has been submitted, the claim will be assigned to a team of adjusters and...
they will begin the process of completing your claim. Please contact me with any questions or concerns. Thank you, [redacted]
Initial Business Response /* (1000, 5, 2015/09/03) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of Mayflower Transit regarding the customer's request for $500.00 compensation.
We apologize for the frustration that the customer experienced regarding the...
delay of the transport of his shipment to Washington. However, due to the high volume of shipments transporting during Peak Season (May 13 through September 15) and the shortage of drivers and equipment industry wide, we used every available avenue to get the customer's shipment to them within a timely manner.
The customer's has indicated that the shipment was loaded 1 day late at origin. In addition, the customer had a delivery spread of August 14, 2015 to August 24, 2015. The shipment delivered to the customer on August 26, 2015. They were entitled to delay benefits of $100.00 daily allowance, we do not reimburse for expenses.
We have processed a delay claim settlement in the amount of $300.00 for the 1 day delay at loading and 2 days delay at delivery. The check # XXXXXX was mailed to the customer on September 1, 2015.
The delay was not anticipated when the move was accepted nor was it intentional in anyway. We apologize for the delay and regret that we failed to meet the customer's expectations. However, there will be no further compensation for the delay based on the customer's perceived level of service.
Thank you for allowing me to respond to customer's complaint.
Please see attached response.
12/19/17 (10:15
am) Mediator left a voice message for [redacted] to return my call.01/02/18 (09:50
am) Mediator left a 2nd voice message for [redacted] to return my
call.01/09/18:
Case closed as no response from the consumer.
Thank you for submitting the additional items and we will conduct a courtesy trace for the missing items. Our traces normally take 30 days and we will notify you with a final outlined settlement position once the trace is completed.
Initial Business Response /* (1000, 5, 2015/11/25) */
Since the [redacted] shipment was transported across interstate-lines in interstate commerce pursuant to an interstate Bill of Lading and Mayflower's published operating tariffs incorporated therein, this entire transaction is governed exclusively by...
applicable federal law. Notwithstanding exclusive federal jurisdiction over the transaction in question, it is Mayflower's policy to cooperate fully with any inquiries made by state regulatory or consumer protection agencies.
The customer cites concerns over lack of communication by her claims adjuster. A settlement letter was sent to the customer on 11/17/15. The customer then contacted the adjuster on 11/24/15 to dispute the settlement. The adjuster asked the customer to submit documentation for the disputed items. The customer was also provided information on Mayflower's dispute resolution process, which is arbitration. Since the filing of the complaint Mayflower has remained in contact with the customer and considers the matter resolved.