This complaint will need to be transferred to the Eastern Missouri Revdex.com for United Van Lines as Mr. [redacted]’s shipment moved under United Van Lines, LLC (“United’s”) interstate operating authority. For purposes of the Mr. [redacted]’s interstate move, Fry-Wagner was acting solely as a...
disclosed household goods agent of United. As a disclosed household goods agent, Fry-Wagner cannot be liable for damages arising out of United’s performance under its interstate Bill of Lading. Therefore, please remove Fry-Wagner from the complaint and forward the complaint to the Eastern Missouri Revdex.com for United Van Lines. Thank you
We did not accept or reject the business response since we are awaiting the outcome of their adjustor's evaluation which they stated would be finished by 10/28.
Initial Business Response /* (1000, 5, 2015/10/22) */
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.
Ms. [redacted] lists items in her complaint that were not included in her initial claim filed on September 17, 2015. The adjuster is waiting for Ms. [redacted] to complete a claim form so that the claim can be properly processed. Additionally, Ms. [redacted] filed a police report for her stolen items and the police officer assigned to her case has indicated that the case is still open. Ms. [redacted] is encouraged to contact her adjuster to discuss the add-ons to her claim and confirm what paperwork is needed to move the handling of her claim forward. The claims department can be reached at X-XXX-XXX-XXXX.
To whom it may concern,Please be advised that the following complaint has been resolved and that no further actions are needed or being requested. Best regards,[redacted]
Initial Business Response /* (1000, 5, 2015/10/08) */
Mr. [redacted]'s claim form was received by Mayflower Transit, LLC's ("Mayflower's") local agent, Dodge Moving & Storage ("Dodge") on September 4, 2015. Upon receipt of the [redacted] an inspection was requested with a local inspection/restoration firm,...
[redacted] Seattle [redacted] completed its inspection of the items claimed on September 29, 2015 and the inspection report was submitted to Dodge by [redacted] on October 15, 2015. On Friday, October 16, 2015 Dodge itemized the full and final settlement position to Mr. [redacted] on the claim. In the event Mr. [redacted] has any questons related to the settlement of the claim he should follow-up with the assigned adjuster, [redacted] at Dodge.
We have reached a settlement agreement with the customer will be issuing a settlement check in the amount of $188.57 as a customer service gesture to amicably resolve her claim. The adjuster will process the check by the end of the week. Thank you. [redacted] Claims Manager
Good Morning- We do apologize for the amount of time your claim has taken our department to reach our settlement position. We will have the adjusting team review your claim and will have our prepared response to you within 5 business days. We really do appreciate...
your patience during our review. Thank you, [redacted] Claims Manager UniGroup [redacted] Fenton, MO 63026 [redacted] Fax #: [redacted]
Initial Business Response /* (1000, 5, 2015/09/21) */
Thank you for allowing us an opportunity to address your concerns. During my review, I discovered that you never filed a claim for any damages nor missing items. Unfortunately, we can not address any loss or damages if a claim was not filed....
When household goods are transported from one state to another by an interstate carrier such as United, the relationship between the customer and carrier is governed by the Bill of Lading and the operating tariff. To file a proper claim for loss or damage, a customer must:
1.establish that the carrier received the items in good condition at origin;
2.establish that the carrier delivered the items in a damaged condition or did not deliver them at all; and
3.specify a value or an amount of damage for each item in question.
All three of these criteria must be met before United can pay a claim.
There was no claim filed and now we are past the 9 month federally regulated time frame to file a claim. The tariff and the Bill of Lading that govern United's interstate moves require that a written claim for loss or damage be filled with the carrier within nine months from the date of delivery. This information also appears on the claim form. Your shipment delivered 10-19-13 and your cargo claim has yet to be received. Because your claim has not been received within nine months from the date of delivery, United must respectfully deny your claim.
Complaint: [redacted]
I am rejecting this response because: it has nothing to do with my original complaint against United Van Lines with...
regards to the $1,200 I am owed per our contract as they were 12 days late in delivery. We will accept the $54 for damaged items but again, this has nothing to do with the original complaint. With regards to that complaint our lawyer will be contacting United Van Lines as they were not able to appropriately remedy the situation.
Sincerely,
[redacted]
Customer is seeking refund for the move and to be compensated for missing items. Inventory Control Form at destination was checked off as all items received and signed by the shipper and hauler at destination. The customer initially claimed $100 of missing items on their claim form, but when...
the inspection was written, the customer then claimed $3000 of missing items. However, there was no notation of any tampering of the container and no photos of a tampered container. Again, customer signed that all items were received and items were checked off. Missing items were denied appropriately. We do not owe for missing items. Please see attachment showing the Inventory Control Form. Thanks!
Just wanted to Inform you I received a payment of $54.00 from Mayflower. I am satisfied with that payment as it fulfills the amount of compensation my contract with them stated I would be eligible for. No explanation accompanied the check, so I'm unsure if your correspondance Was influential...
in producing their action or whether my request for an arbitration hearing with the organization they refer one to in their booklet you receive when signing the contract. Thank you.
Complaint: [redacted]
I am rejecting this response because the response Mayflower gave is a canned response and not acceptable. They are not taking any responsibility for the damage they did to my furniture. I have attached photos of the cushions the essentially ripped off the couch. Any expert mover or even an inexperienced mover would know these cushions were not meant to be removed. The couch was less than four years old and in a controlled environment. The couch was in perfectly fine condition minus some cat scratches before it was destroyed. I am no longer able to use this couch because the cushions will not stay in place.additionally they were incorrect n their statement that I did not contact the AMSA. I had done that and received a response. Pin order to be completely satisfied I will except nothing than full reimbursement for the couch. This is what they say you will get in the contact you sign with them when you sign on for the insurance. Which happened to be part of my overall quote and I did not have the option to opt out.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/06) */
I have reviewed the complaint filed by the customer.
Since the customer's shipment was transported across interstate-lines in interstate commerce pursuant to an interstate Bill of Lading and United'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 the denial for reimbursement of items the customer states were damaged during transit. The following items are being disputed:
1. Speakers - Item #59 is the only speaker listed on the claim form. The descriptive inventories that were completed at origin list the condition of this speaker as, "Mechanical condition unknown, torn, badly worn, soiled." Colonial Woodworks, Inc. was the repair firm assigned by Mayflower to inspect all items that were claimed as damaged on Mr. [redacted]' claim form. The damage listed by Colonial Woodworks matches the damages listed as pre-existing on the origin inventories; therefore, the denial for Item #59 will remain. Colonial Woodworks also noted in their report that another speaker and speaker kicker were being added onto the claim. These additional items were not addressed by the adjuster; therefore, the claim will be reopened to address these additional items.
2. Upright vacuum - The customer noted on their claim form that the vacuum was "broken". Colonial Woodworks noted in their report that there was no external damage to the item. The origin inventories lists the item (at origin) as "mechanical condition unknown, solid, marred bottoms." Section 4 of the Contract Terms and Conditions of the Bill of Lading, which was signed by the customer, states that the carrier is not liable for mechanical function of defect of an item. The denial for this item will remain.
3. Chest freezer - The customer noted on their claim form that the freezer was "bent". The origin inventories list the item (at origin) as "mechanical condition unknown, badly dented and bent all over." The damage noted by Colonial Woodworks matches the damage listed as pre-existing on the origin inventories; therefore, the denial for the item will remain.
4. Flat screen 55" television - The customer listed the damage on the claim form as "screen". The origin inventories state that the item was packed by the customer and wrapped in bubble wrap. There was no carton damage noted on the claim form. When a customer packs their own cartons, the van operator has no knowledge of the condition of the contents. The origin inventories also list the item as "mechanical condition unknown". Since the customer packed this item on their own and the condition at origin was listed as "mechanical condition unknown", the denial for this item will remain.
5. Mattress - This item was listed on the claim form as "loss", meaning it was missing. Colonial Woodworks noted in their report that the mattress was found by the customer.
6. Xbox One - This item was listed on the claim form as "loss", meaning it was missing. The customer did not make any exceptions to this item at the time of delivery on the inventory control form. There is no carrier liability without evidence this was lost while in the care, customer and control of the carrier. The denial for this item will remain.
7. Weber grill cover - Colonial Woodworks noted this item as an "add on". It appears that the adjuster did not address this item; therefore, the claim will be reopened to address.
8. Troy Bilt mower - Colonial Woodworks noted this item as an "add on". It appears that the adjuster did not address this item; therefore, the claim will be reopened to address.
We have evaluated the claim and supporting documents. We sent our offer on 9/20 and our position remains the same. The 2 items being denied were denied because we could find no evidence of carrier mishandling that would support Mayflower accepting liability. The items were denied...
because we do not cover mechanical malfunction for this type of move. We must have evidence the reported damages were damaged while in the custody of the van line. If the member does not agree with our position, they will need to transfer their claim to their local Military Claims Office. Thank you, [redacted] Claims Manager
Dear [redacted],Thank you for your time and patience when we spoke on the phone last Thurs.9/28/17.We hired [redacted] through a referral based on the fact that United is one of the Top Five Movers in the country.May 26, 2017[redacted], Consultant with [redacted]...
[redacted], came to our house at:[redacted],[redacted], met with [redacted] & gave us the Initial quote.Facts: I told him my husband had a start date of June 19, 2017 with his new employer at the [redacted] area of [redacted].We would definitely Not live directly in [redacted] (because the school system is Bad) but 15-17 miles North of [redacted] either in the [redacted] or Cedarburg areas, which have a Great school system for our daughter.We had Yet to find a rental, so for all due purposes [redacted] said we will base quote on [redacted], NO Problem, you can update your new address when you find a rental.Fact #2. We were moving from a 3,362 ft sq home into some kind of rental which would definitely be smaller than our home in FL for at least 6-9months so I told [redacted] that Storage would Definitely be involved, Again [redacted] was aware of this from the beginning. We even discussed storage through United and was told that outside storage would be Cheaper.Initially we were going to hire [redacted] whose quote was a couple of thousands less, but just before signing the contract we discovered their contract was Not Binding and we had heard the Horror stories of people been held Hostage for more money upon Delivery and we did Not want to go through that ordeal.On 6/7/17 we called [redacted] & asked IF United could handle our Relocation to WI, and eventhough he was driving down to Miami with his wife to board a cruise ship, he was Very Gracious, explained the facts Again and told us he was available 24/7 with Any concerns we might have.We decided on a Full Service Straight Talk BINDING move for $17,709.94 which would include storage for about 20 days at [redacted] facilities in [redacted], since there was no Available truck because of the peak season,(which was very convenient for us since we still did not have a rental), delivery to WI and uncrating of All crated items which are several large paintings, marble tops to our tables, dresser, night stands, curio cabinet, set up of beds etcOur packing days were 6/12,13,14, 2017. OnJune 12I was Very Explicit about separating items into boxes marked Storage or Open especially all our kitchen items & China. The head packer, a African American gentleman, a bit caustic was Not happy with me as I was Slowing them down & he called our Coordinator, [redacted] and we spoke & I explained to her that we were initially Renting for 6-9 months so many of our belongings would go into storage! I will forward photos of boxes marked as mentioned above.After the movers left that afternoon I discovered:.Packing box in kitchen all wrapped up a stainless steel bowl with fresh salad that I had standing covered with paper towel by our sink, part of our dinner. Packed up for WI!In laundry room plastic tote with Xmas drinking glass shoved into a broken cardboard box, not wrapped in packing paper. In our fourth bedroom one of our ceramic table lamps thrown into a box Not wrapped in packing paper! Not very professional! I sent an email to [redacted] informing him of facts.Tue 6/13/17 [redacted] arrived at our home to tell me not to interfere with the packing as I was delaying the movers who were already on a Very Busy schedule. I explained to [redacted], Again, that Storage was going to be involved & I wanted to make sure to Only take the Most necessary items to our rental, his response was, " You can sort out everything at destination".My husband, his sister and our daughter And the Movers witnessed these conversations Very Clearly! It not just my word against [redacted] & [redacted]"s but a FACT.We are both very grateful for the quick turnaround time between signing agreement to packing to loading and the fact that June is the busiest moving time of the year, But if [redacted] did Not have the time to do a Professional job it would have been Better & Just or everyone involved for [redacted] Not to undertake our move.On July 6, 2017 I called [redacted] Customer Service, spoke with [redacted] at Ext [redacted], verbally explained the above facts & asked to process a Dispute Claim for the Extra Money. On 7/11/17, I called & left my email & telephone number, after having realized that I needed to email [redacted] facts to Back Up that [redacted] knew about Storage & the fact that we would be moving to North of [redacted], I Never heard back from [redacted].7/14/17, before viewing any of my Back Up I received an email from [redacted] saying that since I signed for the Extra charges I was responsible, yes I signed under Duress while at Storage at Delivery when I was held Hostage & told that we Had to pay for extra help otherwise they would Not Unload! What was I supposed to do?When I eventually spoke with [redacted] & explained that she made a decision without the Back Up of facts & emails, I asked for the email of the President of United to ask for his assistance, [redacted] told me, " not to bother", as she sits on the Presidential Support Team & she would Deny Dispute Claim Again.Aug. 10, "17, [redacted] Again called Customer Service to enquire about the status of the billing & was told by [redacted],[redacted]there was No Outstanding balance & that we would receive a Closing statementin 30 days.If you have Any questions please call [redacted] on her cell:[redacted], any assistance you can bring about to Resolve this Dispute in an Amicable manner would be Very Much Appreciated.Sincerely,[redacted] & [redacted]
Initial Business Response /* (1000, 7, 2015/12/09) */
Contact Name and Title: [redacted] Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@unigroup.com
Since the customers shipment was transported across interstate-lines in interstate commerce pursuant to an interstate...
Bill of Lading and Mayflower's published operating tariff's 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.
Shortly after the customer filed the complaint, his claim was settled and closed. A check was issued to the customer on 11/13/15. Two of the customer's items were paid as claimed and the other items were repaired. If the customer has any questions regarding his settlement, he is encouraged to contact his claims adjuster at Mayflower.
Thank you for allowing us an opportunity to address your outlined concerns. We have reviewed your concerns regarding the missing items and we reviewed the signed moving documents associated with your move. After a careful examination of the delivery documents, specifically the Inventory...
Control Form, we found that you waived your rights to do a check off of the items as they were being received. There were no notations for missing cartons or for any opened cartons with indications of tampering or pilferage. Without the notations of missing items, Mayflower has no evidence of carrier mishandling and Mayflower will maintain the denial. Since you disagree with our position as outlined, Mayflower participates in an independent arbitration program available through the American Moving and Storage Association (AMSA). Please include the following items when requesting arbitration: ? The name, address, phone number and email address of the person(s) under which the shipment moved. ? Your name, address, phone number and email address if different from above. ? The carrier name (Mayflower Transit, LLC). ? The order number for the shipment. ? The pick up and delivery dates for the move. ? The monetary value of the loss and damage claim. Please send the above information to: American Moving and Storage Association (AMSA) ATTN: Dispute Settlement Program [redacted] Alexandria, VA 22314 Phone [redacted] Fax: [redacted] Web address: moving.org (you can print an arbitration form to submit your request) Important points to remember about submitting a claim to arbitration: ? Arbitration is offered at no charge. ? The entire claim must be submitted for arbitration. ? Your letter of notification to the AMSA must be received within 90 days from the date of this letter. ? You may be asked to return any settlement amounts previously issued. ? You may be asked by AMSA to send supporting documentation. Do not send documentation with your initial request. ? Please be aware that the decision of the arbitrator is binding. Thank you,
[redacted] Claims Manager UniGroup [redacted] Fenton, MO 63026 [redacted] Fax #: [redacted]
Initial Business Response /* (1000, 5, 2015/09/02) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of Mayflower Transit regarding the customer's request.
While it is Mayflower Transit LLC intent to load each shipment onto one truck, there are times when it...
becomes necessary to divide a shipment among two or more trucks.
This can happen when the shipments that are loaded prior to the next pick up are greater than estimated taking up space set for the next pick up. This can be caused by additional items being added, bulkier items loaded, or a customer decides to take more than what was estimated.
Rather than jeopardize the entire shipment from being delivered late, the driver is to load essentials on the first truck so that a customer can set up their household.
We apologize for the frustration that the customer experienced regarding the delay of the transport of his shipment to Colorado. 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 June 15, 2015 to June 22, 2015. The main portion of the shipment delivered to the customer on time. However, the overflow portion did not delivered until July 17, 2015.
The member was offered delay benefits of $75.00 daily allowance for the 17 days delay. We processed a delay claim settlement in the amount of $1,875.00. The check # XXXXXX was mailed to the customer on August 26, 2015. In addition, we agreed to overnight the check to the member via UPS. We confirmed with the member that it had been received on August 27, 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.
Thank you for allowing me to respond to customer's complaint.
Initial Business Response /* (1000, 5, 2015/11/10) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer's request for a refund.
While it is United Van Lines intent to load each shipment onto one truck, there are times when...
it becomes necessary to divide a shipment among two or more trucks.
This can happen when the shipments that are loaded prior to the next pick up are greater than estimated taking up space set for the next pick up. This can be caused by additional items being added, bulkier items loaded, or a customer decides to take more than what was estimated.
Rather than jeopardize the entire shipment from being delivered late, the driver is to load essentials on the first truck so that a customer can set up their household.
We apologize for the frustration that the customer experienced regarding the delay of the transport of his shipment to Indiana. 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 August 15, 2015 to August 19, 2015. The main portion of the shipment delivered to the customer on time. However, the overflow portion did not deliver until August 27, 2015.
Overflow shipments do not qualify for delay benefits. Therefore, we respectfully decline the customer's request for compensation.
We apologize for the customer's frustration and regret that we failed to meet their expectations.
Thank you for allowing me to respond to customer's complaint.
Initial Consumer Rebuttal /* (1500, 7, 2015/11/10) */
This complaint will need to be transferred to the Eastern Missouri Revdex.com for United Van Lines as Mr. [redacted]’s shipment moved under United Van Lines, LLC (“United’s”) interstate operating authority. For purposes of the Mr. [redacted]’s interstate move, Fry-Wagner was acting solely as a...
disclosed household goods agent of United. As a disclosed household goods agent, Fry-Wagner cannot be liable for damages arising out of United’s performance under its interstate Bill of Lading. Therefore, please remove Fry-Wagner from the complaint and forward the complaint to the Eastern Missouri Revdex.com for United Van Lines. Thank you
We did not accept or reject the business response since we are awaiting the outcome of their adjustor's evaluation which they stated would be finished by 10/28.
Initial Business Response /* (1000, 5, 2015/10/22) */
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.
Ms. [redacted] lists items in her complaint that were not included in her initial claim filed on September 17, 2015. The adjuster is waiting for Ms. [redacted] to complete a claim form so that the claim can be properly processed. Additionally, Ms. [redacted] filed a police report for her stolen items and the police officer assigned to her case has indicated that the case is still open. Ms. [redacted] is encouraged to contact her adjuster to discuss the add-ons to her claim and confirm what paperwork is needed to move the handling of her claim forward. The claims department can be reached at X-XXX-XXX-XXXX.
To whom it may concern,Please be advised that the following complaint has been resolved and that no further actions are needed or being requested. Best regards,[redacted]
Initial Business Response /* (1000, 5, 2015/10/08) */
Mr. [redacted]'s claim form was received by Mayflower Transit, LLC's ("Mayflower's") local agent, Dodge Moving & Storage ("Dodge") on September 4, 2015. Upon receipt of the [redacted] an inspection was requested with a local inspection/restoration firm,...
[redacted] Seattle [redacted] completed its inspection of the items claimed on September 29, 2015 and the inspection report was submitted to Dodge by [redacted] on October 15, 2015. On Friday, October 16, 2015 Dodge itemized the full and final settlement position to Mr. [redacted] on the claim. In the event Mr. [redacted] has any questons related to the settlement of the claim he should follow-up with the assigned adjuster, [redacted] at Dodge.
Please see attached response for Revdex.com Complaint ID[redacted] Hime [redacted]. Thank you,
[redacted]
We have reached a settlement agreement with the customer will be issuing a settlement check in the amount of $188.57 as a customer service gesture to amicably resolve her claim. The adjuster will process the check by the end of the week. Thank you. [redacted] Claims Manager
Good Morning- We do apologize for the amount of time your claim has taken our department to reach our settlement position. We will have the adjusting team review your claim and will have our prepared response to you within 5 business days. We really do appreciate...
your patience during our review. Thank you, [redacted] Claims Manager UniGroup [redacted] Fenton, MO 63026 [redacted] Fax #: [redacted]
Initial Business Response /* (1000, 5, 2015/09/21) */
Thank you for allowing us an opportunity to address your concerns. During my review, I discovered that you never filed a claim for any damages nor missing items. Unfortunately, we can not address any loss or damages if a claim was not filed....
When household goods are transported from one state to another by an interstate carrier such as United, the relationship between the customer and carrier is governed by the Bill of Lading and the operating tariff. To file a proper claim for loss or damage, a customer must:
1.establish that the carrier received the items in good condition at origin;
2.establish that the carrier delivered the items in a damaged condition or did not deliver them at all; and
3.specify a value or an amount of damage for each item in question.
All three of these criteria must be met before United can pay a claim.
There was no claim filed and now we are past the 9 month federally regulated time frame to file a claim. The tariff and the Bill of Lading that govern United's interstate moves require that a written claim for loss or damage be filled with the carrier within nine months from the date of delivery. This information also appears on the claim form. Your shipment delivered 10-19-13 and your cargo claim has yet to be received. Because your claim has not been received within nine months from the date of delivery, United must respectfully deny your claim.
Complaint: [redacted]
I am rejecting this response because: it has nothing to do with my original complaint against United Van Lines with...
regards to the $1,200 I am owed per our contract as they were 12 days late in delivery. We will accept the $54 for damaged items but again, this has nothing to do with the original complaint. With regards to that complaint our lawyer will be contacting United Van Lines as they were not able to appropriately remedy the situation.
Sincerely,
[redacted]
Customer is seeking refund for the move and to be compensated for missing items. Inventory Control Form at destination was checked off as all items received and signed by the shipper and hauler at destination. The customer initially claimed $100 of missing items on their claim form, but when...
the inspection was written, the customer then claimed $3000 of missing items. However, there was no notation of any tampering of the container and no photos of a tampered container. Again, customer signed that all items were received and items were checked off. Missing items were denied appropriately. We do not owe for missing items. Please see attachment showing the Inventory Control Form. Thanks!
Just wanted to Inform you I received a payment of $54.00 from Mayflower. I am satisfied with that payment as it fulfills the amount of compensation my contract with them stated I would be eligible for. No explanation accompanied the check, so I'm unsure if your correspondance Was influential...
in producing their action or whether my request for an arbitration hearing with the organization they refer one to in their booklet you receive when signing the contract. Thank you.
Complaint: [redacted]
I am rejecting this response because the response Mayflower gave is a canned response and not acceptable. They are not taking any responsibility for the damage they did to my furniture. I have attached photos of the cushions the essentially ripped off the couch. Any expert mover or even an inexperienced mover would know these cushions were not meant to be removed. The couch was less than four years old and in a controlled environment. The couch was in perfectly fine condition minus some cat scratches before it was destroyed. I am no longer able to use this couch because the cushions will not stay in place.additionally they were incorrect n their statement that I did not contact the AMSA. I had done that and received a response. Pin order to be completely satisfied I will except nothing than full reimbursement for the couch. This is what they say you will get in the contact you sign with them when you sign on for the insurance. Which happened to be part of my overall quote and I did not have the option to opt out.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/06) */
I have reviewed the complaint filed by the customer.
Since the customer's shipment was transported across interstate-lines in interstate commerce pursuant to an interstate Bill of Lading and United'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 the denial for reimbursement of items the customer states were damaged during transit. The following items are being disputed:
1. Speakers - Item #59 is the only speaker listed on the claim form. The descriptive inventories that were completed at origin list the condition of this speaker as, "Mechanical condition unknown, torn, badly worn, soiled." Colonial Woodworks, Inc. was the repair firm assigned by Mayflower to inspect all items that were claimed as damaged on Mr. [redacted]' claim form. The damage listed by Colonial Woodworks matches the damages listed as pre-existing on the origin inventories; therefore, the denial for Item #59 will remain. Colonial Woodworks also noted in their report that another speaker and speaker kicker were being added onto the claim. These additional items were not addressed by the adjuster; therefore, the claim will be reopened to address these additional items.
2. Upright vacuum - The customer noted on their claim form that the vacuum was "broken". Colonial Woodworks noted in their report that there was no external damage to the item. The origin inventories lists the item (at origin) as "mechanical condition unknown, solid, marred bottoms." Section 4 of the Contract Terms and Conditions of the Bill of Lading, which was signed by the customer, states that the carrier is not liable for mechanical function of defect of an item. The denial for this item will remain.
3. Chest freezer - The customer noted on their claim form that the freezer was "bent". The origin inventories list the item (at origin) as "mechanical condition unknown, badly dented and bent all over." The damage noted by Colonial Woodworks matches the damage listed as pre-existing on the origin inventories; therefore, the denial for the item will remain.
4. Flat screen 55" television - The customer listed the damage on the claim form as "screen". The origin inventories state that the item was packed by the customer and wrapped in bubble wrap. There was no carton damage noted on the claim form. When a customer packs their own cartons, the van operator has no knowledge of the condition of the contents. The origin inventories also list the item as "mechanical condition unknown". Since the customer packed this item on their own and the condition at origin was listed as "mechanical condition unknown", the denial for this item will remain.
5. Mattress - This item was listed on the claim form as "loss", meaning it was missing. Colonial Woodworks noted in their report that the mattress was found by the customer.
6. Xbox One - This item was listed on the claim form as "loss", meaning it was missing. The customer did not make any exceptions to this item at the time of delivery on the inventory control form. There is no carrier liability without evidence this was lost while in the care, customer and control of the carrier. The denial for this item will remain.
7. Weber grill cover - Colonial Woodworks noted this item as an "add on". It appears that the adjuster did not address this item; therefore, the claim will be reopened to address.
8. Troy Bilt mower - Colonial Woodworks noted this item as an "add on". It appears that the adjuster did not address this item; therefore, the claim will be reopened to address.
We have evaluated the claim and supporting documents. We sent our offer on 9/20 and our position remains the same. The 2 items being denied were denied because we could find no evidence of carrier mishandling that would support Mayflower accepting liability. The items were denied...
because we do not cover mechanical malfunction for this type of move. We must have evidence the reported damages were damaged while in the custody of the van line. If the member does not agree with our position, they will need to transfer their claim to their local Military Claims Office. Thank you, [redacted] Claims Manager
Dear [redacted],Thank you for your time and patience when we spoke on the phone last Thurs.9/28/17.We hired [redacted] through a referral based on the fact that United is one of the Top Five Movers in the country.May 26, 2017[redacted], Consultant with [redacted]...
[redacted], came to our house at:[redacted],[redacted], met with [redacted] & gave us the Initial quote.Facts: I told him my husband had a start date of June 19, 2017 with his new employer at the [redacted] area of [redacted].We would definitely Not live directly in [redacted] (because the school system is Bad) but 15-17 miles North of [redacted] either in the [redacted] or Cedarburg areas, which have a Great school system for our daughter.We had Yet to find a rental, so for all due purposes [redacted] said we will base quote on [redacted], NO Problem, you can update your new address when you find a rental.Fact #2. We were moving from a 3,362 ft sq home into some kind of rental which would definitely be smaller than our home in FL for at least 6-9months so I told [redacted] that Storage would Definitely be involved, Again [redacted] was aware of this from the beginning. We even discussed storage through United and was told that outside storage would be Cheaper.Initially we were going to hire [redacted] whose quote was a couple of thousands less, but just before signing the contract we discovered their contract was Not Binding and we had heard the Horror stories of people been held Hostage for more money upon Delivery and we did Not want to go through that ordeal.On 6/7/17 we called [redacted] & asked IF United could handle our Relocation to WI, and eventhough he was driving down to Miami with his wife to board a cruise ship, he was Very Gracious, explained the facts Again and told us he was available 24/7 with Any concerns we might have.We decided on a Full Service Straight Talk BINDING move for $17,709.94 which would include storage for about 20 days at [redacted] facilities in [redacted], since there was no Available truck because of the peak season,(which was very convenient for us since we still did not have a rental), delivery to WI and uncrating of All crated items which are several large paintings, marble tops to our tables, dresser, night stands, curio cabinet, set up of beds etcOur packing days were 6/12,13,14, 2017. OnJune 12I was Very Explicit about separating items into boxes marked Storage or Open especially all our kitchen items & China. The head packer, a African American gentleman, a bit caustic was Not happy with me as I was Slowing them down & he called our Coordinator, [redacted] and we spoke & I explained to her that we were initially Renting for 6-9 months so many of our belongings would go into storage! I will forward photos of boxes marked as mentioned above.After the movers left that afternoon I discovered:.Packing box in kitchen all wrapped up a stainless steel bowl with fresh salad that I had standing covered with paper towel by our sink, part of our dinner. Packed up for WI!In laundry room plastic tote with Xmas drinking glass shoved into a broken cardboard box, not wrapped in packing paper. In our fourth bedroom one of our ceramic table lamps thrown into a box Not wrapped in packing paper! Not very professional! I sent an email to [redacted] informing him of facts.Tue 6/13/17 [redacted] arrived at our home to tell me not to interfere with the packing as I was delaying the movers who were already on a Very Busy schedule. I explained to [redacted], Again, that Storage was going to be involved & I wanted to make sure to Only take the Most necessary items to our rental, his response was, " You can sort out everything at destination".My husband, his sister and our daughter And the Movers witnessed these conversations Very Clearly! It not just my word against [redacted] & [redacted]"s but a FACT.We are both very grateful for the quick turnaround time between signing agreement to packing to loading and the fact that June is the busiest moving time of the year, But if [redacted] did Not have the time to do a Professional job it would have been Better & Just or everyone involved for [redacted] Not to undertake our move.On July 6, 2017 I called [redacted] Customer Service, spoke with [redacted] at Ext [redacted], verbally explained the above facts & asked to process a Dispute Claim for the Extra Money. On 7/11/17, I called & left my email & telephone number, after having realized that I needed to email [redacted] facts to Back Up that [redacted] knew about Storage & the fact that we would be moving to North of [redacted], I Never heard back from [redacted].7/14/17, before viewing any of my Back Up I received an email from [redacted] saying that since I signed for the Extra charges I was responsible, yes I signed under Duress while at Storage at Delivery when I was held Hostage & told that we Had to pay for extra help otherwise they would Not Unload! What was I supposed to do?When I eventually spoke with [redacted] & explained that she made a decision without the Back Up of facts & emails, I asked for the email of the President of United to ask for his assistance, [redacted] told me, " not to bother", as she sits on the Presidential Support Team & she would Deny Dispute Claim Again.Aug. 10, "17, [redacted] Again called Customer Service to enquire about the status of the billing & was told by [redacted],[redacted]there was No Outstanding balance & that we would receive a Closing statementin 30 days.If you have Any questions please call [redacted] on her cell:[redacted], any assistance you can bring about to Resolve this Dispute in an Amicable manner would be Very Much Appreciated.Sincerely,[redacted] & [redacted]
Initial Business Response /* (1000, 7, 2015/12/09) */
Contact Name and Title: [redacted] Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@unigroup.com
Since the customers shipment was transported across interstate-lines in interstate commerce pursuant to an interstate...
Bill of Lading and Mayflower's published operating tariff's 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.
Shortly after the customer filed the complaint, his claim was settled and closed. A check was issued to the customer on 11/13/15. Two of the customer's items were paid as claimed and the other items were repaired. If the customer has any questions regarding his settlement, he is encouraged to contact his claims adjuster at Mayflower.
Thank you for allowing us an opportunity to address your outlined concerns. We have reviewed your concerns regarding the missing items and we reviewed the signed moving documents associated with your move. After a careful examination of the delivery documents, specifically the Inventory...
Control Form, we found that you waived your rights to do a check off of the items as they were being received. There were no notations for missing cartons or for any opened cartons with indications of tampering or pilferage. Without the notations of missing items, Mayflower has no evidence of carrier mishandling and Mayflower will maintain the denial. Since you disagree with our position as outlined, Mayflower participates in an independent arbitration program available through the American Moving and Storage Association (AMSA). Please include the following items when requesting arbitration: ? The name, address, phone number and email address of the person(s) under which the shipment moved. ? Your name, address, phone number and email address if different from above. ? The carrier name (Mayflower Transit, LLC). ? The order number for the shipment. ? The pick up and delivery dates for the move. ? The monetary value of the loss and damage claim. Please send the above information to: American Moving and Storage Association (AMSA) ATTN: Dispute Settlement Program [redacted] Alexandria, VA 22314 Phone [redacted] Fax: [redacted] Web address: moving.org (you can print an arbitration form to submit your request) Important points to remember about submitting a claim to arbitration: ? Arbitration is offered at no charge. ? The entire claim must be submitted for arbitration. ? Your letter of notification to the AMSA must be received within 90 days from the date of this letter. ? You may be asked to return any settlement amounts previously issued. ? You may be asked by AMSA to send supporting documentation. Do not send documentation with your initial request. ? Please be aware that the decision of the arbitrator is binding. Thank you,
[redacted] Claims Manager UniGroup [redacted] Fenton, MO 63026 [redacted] Fax #: [redacted]
Initial Business Response /* (1000, 5, 2015/09/02) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of Mayflower Transit regarding the customer's request.
While it is Mayflower Transit LLC intent to load each shipment onto one truck, there are times when it...
becomes necessary to divide a shipment among two or more trucks.
This can happen when the shipments that are loaded prior to the next pick up are greater than estimated taking up space set for the next pick up. This can be caused by additional items being added, bulkier items loaded, or a customer decides to take more than what was estimated.
Rather than jeopardize the entire shipment from being delivered late, the driver is to load essentials on the first truck so that a customer can set up their household.
We apologize for the frustration that the customer experienced regarding the delay of the transport of his shipment to Colorado. 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 June 15, 2015 to June 22, 2015. The main portion of the shipment delivered to the customer on time. However, the overflow portion did not delivered until July 17, 2015.
The member was offered delay benefits of $75.00 daily allowance for the 17 days delay. We processed a delay claim settlement in the amount of $1,875.00. The check # XXXXXX was mailed to the customer on August 26, 2015. In addition, we agreed to overnight the check to the member via UPS. We confirmed with the member that it had been received on August 27, 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.
Thank you for allowing me to respond to customer's complaint.
Initial Business Response /* (1000, 5, 2015/11/10) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer's request for a refund.
While it is United Van Lines intent to load each shipment onto one truck, there are times when...
it becomes necessary to divide a shipment among two or more trucks.
This can happen when the shipments that are loaded prior to the next pick up are greater than estimated taking up space set for the next pick up. This can be caused by additional items being added, bulkier items loaded, or a customer decides to take more than what was estimated.
Rather than jeopardize the entire shipment from being delivered late, the driver is to load essentials on the first truck so that a customer can set up their household.
We apologize for the frustration that the customer experienced regarding the delay of the transport of his shipment to Indiana. 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 August 15, 2015 to August 19, 2015. The main portion of the shipment delivered to the customer on time. However, the overflow portion did not deliver until August 27, 2015.
Overflow shipments do not qualify for delay benefits. Therefore, we respectfully decline the customer's request for compensation.
We apologize for the customer's frustration and regret that we failed to meet their expectations.
Thank you for allowing me to respond to customer's complaint.
Initial Consumer Rebuttal /* (1500, 7, 2015/11/10) */