We do apologize your claim experience has met your expectations. We do have the inspection report and your claim is currently under review and we will have our full an final settlement position outlined and sent to you within 10 business days. Thank you, [redacted]...
As the Lead Customer Service Specialist, I have been asked to respond on behalf of [redacted], LLC (“United”) regarding the customer’s invoice dispute in the amount of $713.62 and their request for reimbursement in the amount of $309.75. Our position remains the same regarding the dispute in the amount of $713.62 as follows. Our records indicate that the customer approached [redacted], Inc. (“[redacted]”) on 6-7-17 to handle their move after their plans with another moving company fell through. The customer had to be out of their origin residence no later than 6-14-17. In addition, the shipment would have to be loaded and held in storage at [redacted]. Once they could secure a residence near [redacted], WI, we would be able to transport their shipment. [redacted] provided the origin storage at no cost to the customer. We agreed to accept the 17,026 lb. move and the customer signed the contract on 6-9-17. The packing was scheduled to be performed on 6-12-17 and 6-13-17 and then the loading would be completed on 6-14-17, per the customer’s request. The customer is correct, the mileage between [redacted] and Cedarburg is only 21 miles. I have confirmed that the invoice does not reflect an additional cost for the 21-mile increase between zip zones. When the crew arrived to pack the shipment, it was apparent that the customer was not ready. The customer had not completed the packing and sorting that she had agreed to perform prior to 6-12-17. The customer had already emphasized the importance of the time restraints and urgency that the agent be able to load the shipment no later than 6-14-17. The agent explained to the customer at that time that because of the urgency of their move, the sorting would now have to occur at delivery. The agent explained that there would be additional cost for extra labor to sort the items at delivery. The customer agreed to and signed documentation for the additional cost of $713.62 for the extra labor to perform the sorting at delivery and the $52.85 for the extra stop at the storage facility. These charges totaling $766.37 were supplemental charges that were not included in the original estimate. It is our policy to invoice the customer for any supplemental charges once the move has been completed and allow 30 days for payment. The shipment was invoiced on 7-18-17. The customer was entitled to a credit weight allowance refund in the amount of $83.88 because their weight went under the estimate. They were invoiced for the $766.37 extra labor/extra stop minus the $83.88 weight refund. This resulted in a balance due in the amount of $682.49. The customer signed credit card authorizations to place their moving costs on three different credit cards. The customer agreed that his/her signature on this form constitutes his/her “signature on file” and is his/her agreement to pay all estimated and supplemental charges. By doing so, they have authorized to charge all actual moving charges, including supplemental charges, to the identified account of the cardholder. We have attempted to collect the balance due in the amount of $682.49 from the customer on multiple occasions, without success. Therefore, in 1-31-18 we processed a transaction in the amount of $682.49 for the balance due to their [redacted] credit card. The customer was notified of the credit card transaction on 1-31-18. However, she had already mailed a check to [redacted] for the $682.49. Ms. [redacted] decided to let the credit card transaction stand because she wanted to resume the processing of her pending Cargo Claim as soon as possible. Ms. [redacted] requested that [redacted] return the check to her once received. The check was received at [redacted] on 2-2-18 and mailed back to the customer as requested. Again, the $713.62 for extra labor is a valid charge and will not be refunded. In addition, the customer hired local labor to move items in their storage unit on 10-7-17 at a cost of $309.75. Once the delivery is completed, we are not responsible to return to the residence or the storage unit to relocate or move items. Therefore, we decline reimbursement to the customer in the amount of $309.75 for this service. Regarding the customer’s cargo claim, on 2-15-18 the customer authorized us to proceed with the repairs of the damaged items. Once the repairs are completed, we will be in a position to finally settle the customer’s cargo claim. Thank you for allowing us the opportunity to respond to the customer’s complaint. [redacted] Lead Customer Service Specialist
I filed for a delay claim for the 18 days and for a credit on my credit card for charging me for a weight above the actual weight of my goods. I filed those on July 31 and I am still waiting for those items which were promised within 3 to 5 business days. My complaint was filed with the correct party [redacted] at customer service. I want complaint left open until these issues are resolved. Also I filed for a lot of damage to my household furniture and broken goods on August 4. I am still waiting. [redacted]
Initial Business Response /* (1000, 5, 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 complaint about the delay of their shipment.
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 had a delivery spread of July 6, 2015 to July 18, 2015. The shipment delivered to the customer on August 12, 2015. Per their agreement, the customer was entitled to delay benefits of $100.00 daily allowance. We do not pay for expenses.
We processed a delay claim settlement in the amount of $2,500.00. The check was mailed to the customer on August 26, 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.
We respectfully decline the customer's request for additional compensation.
Thank you for allowing me to respond to customer's complaint.
We have investigated the customer's concerns regarding his experience during the delivery of the shipment with the driver and the crew. It is the responsibility of the van operator to have adequate tools needed to perform disassembly/reassembly of items, and we regret that was not the case in this...
matter. The customer is required to check off items on the inventory as the crew is delivering items into the residence. We have documented the customer's concerns and addressed the concerns with the van operator and crew involved. Records show that the van operator and the delivery crew were all background checked and met the standards required to be employed by United Van Lines and its agents. We have apologized for any inconvenience and frustration this has caused, and regret that we were unable to meet the customer's expectations. We are unable to compensate the customer based on their perceived level of service. Thank you, [redacted] Customer Service / Social Media Specialist United Van Lines / Mayflower Transit [redacted]@Unigroup.com Phone: [redacted]
Good Morning, I have reviewed this claim and spoken with the adjustor, who has acquired the claimant’s correct mailing address and is mailing a new check. We apologize for any inconvenience. Respectfully, [redacted] Cargo Claims Manager UniGroup, Inc.
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[redacted]Dear [redacted],I found this in my "Outbox" folder this morning, So in Case you have not received it, I am Resending so you can Please forward to Customer Service.Add on information: while talking with [redacted] about our delivery in WI, 6/28 & 29, '17), I discussed the fact that we had rented a 1,200 sq ft townhouse with full basement, attached garage 12X19 And Two storage units 10X19 & if he thought this was sufficient space for our shipment & he responded, "Yes".Many thanks for your time and courtesy.[redacted] & [redacted]
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[redacted], this is the VM [redacted], booking agent left on my cell[redacted]on delivery day,July 05, 2017. I called him back in shock telling him I did Not Appreciate being held a Hostage at Delivery, by [redacted] demanding more money for help when they knew the size of the shipment up front and sending the driver & three movers was Not sufficient. I asked him to please call me as we had a Binding Contract, [redacted] & I had stayed up All night the previousThursdayemailing photos & lists of what goes to storage & what goes to the townhouse which were NEVER given to the driver[redacted].[redacted] arrived at our townhome by7:30am, by8amthe 3 movers arrived & we drove 3 blocks to storage. It was Blatantly apparent from the start that [redacted] had made No effort to not only follow our emails of what items went where, But they did Not use their logic either. People need beds, clothes, kitchen items, Nothing! There was no order! EVERYTHING had to come Out of the van at storage then townhome items reloaded. By10 am[redacted] was Very upset because he had other deliveries and spending Extra time unloading & loading meant he was loosing money. He spoke a lot on the phone, I was told that unless we Agreed to pay the Extra money [redacted] Demanded they could not Unload.After2pmtwo more gentleman arrived to help by3pmwe we're at the rental & [redacted] & crew were ready to leave by6pmTo date [redacted] has Yet to return my voicemail! Very Unprofessional, take your money and run!Both [redacted] & [redacted], Coordinator, told me that the list for delivery was needed in order for the driver to pack van accordingly, yet [redacted] told me not only did they NEVER give him our emails with specifications, But he did Not pack the van in [redacted], FL he just signed OFF on the shipment & started the drive North.Delivery was Very Stressful & Exhausting Both for me & the movers! Because of the rush they packed heavy plastic totes which are breaking apart, wrought iron table on Top of our mahogany dinning table with China boxes underneath on the floor & we are concerned that everything is going to Collapse, so we now have to hire More movers to come to our two storage units and rearrange items.To date we have Yet to find the Parts Box with nuts & bolts for our kitchen table, we had to buy new accessories in order to assemble our table, still looking for tv remotes, more than half of ourKitchen Open boxes are still missing forcing us to go to [redacted] to buy the soup bowls, can openers etc.Where are they?So, we Paid the agreed monies on our Binding Contract of $17,709.94, another$500.00 in tips & food for the crew ANDDemanding another $682.49 for an irresponsible & lying Agent & Coordinator is Unethical!We are Disputing the Extra charge and Respectfully asking to drop the Extra money.Sincerely,[redacted] & [redacted]
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[redacted]Hey Ms. [redacted] it's [redacted]. Looks like the driver is going to need the extra labor to sort everything out at destination. He has requested for for men to be compensated for an additional six hours to deliver these items. The price for that and he is going to have to add is $713.52. We're gonna have to fill out a piece of paper called in AR 23 it's an addendum in order to affect the delivery.......Sent from my Verizon Wireless 4G LTE DROID[redacted]
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Dear Mrs. [redacted],We wish you a Very Happy and Healthy 2018.We thank you for your email dated Nov. 03, 2017 and we apologize for the delayed response. It is a matter of knowing you have to do something, but that something is Painful and Stressful, like a dental root canal and our move from Florida to Wisconsin with [redacted]. We also had bad colds and the holiday season, all prolonged the response.On Sat. January 08, 2018, [redacted], started looking through [redacted]'s email looking for (your response which she could not find in her own email) to our request to Waive the Extra $682,49 on delivery day, July 05th, 2017. We were shocked to read [redacted]'s Final Notice for payment dated Nov. 16, 2017 sent only to[redacted]@gmail.com, ([redacted]'s email)It had not been read. [redacted] leaves home at &7:30amand is never home before 7, 8 or9pm.Right from the beginning of our contract with [redacted] we had mentioned that All correspondence be addressed to both emails, [redacted] & [redacted]@aol.com) as [redacted] has a Very Stressful & Busy job and it is [redacted] that will read emails and alert [redacted]. Through [redacted]'s conversations and emailing to [redacted], [redacted] had again mentioned this to her as well.[redacted] called [redacted] on Mon.Jan 08, 2018 and was told that the outstanding amount has been "Debited" to [redacted], then called you and left you a message on[redacted]asking for a return call, then called your Claims Dept., Claimsteam2 and was told that No Repairs to go forward to the MANY damaged items until we pay the outstanding balance.Mrs. [redacted], after reading your response several times over we understood that you had not read emails with very pertinent information sent to [redacted] onOct. 03, 2017 and Becky Budd in Customer Service on Oct. 11, 2017. There is Confusing, Misinformation & Inaccuracies that need to be Dispersed in order for us to Resolve this in an Amicable manner.Thur. May 26, 2017, 11-11:30am [redacted], [redacted] came to our home in Fort White, FL and met with [redacted] for the Inspection and Estimate.FactsDiscussed with [redacted] on 5/26/17* [redacted] had to start his new job in [redacted] in the [redacted] area, on June 19, 2017. Dec 2016 we went to [redacted] for his interview and determined that we would live on the North Shore17-22 miles North of [redacted] either in [redacted] or Cedarburgboth of which have excellent schools because [redacted]'s school system is below average.* Informed [redacted] that we were moving from a 3,362 sq ft home to some type of a rental for between 9/12 months before we purchase a home andStorage would definitelybe involved.* We did not have a rental in place yet, for All due purposes for the Estimate, [redacted] stated destination as [redacted] and we agreed that when we have our new address we would inform him. [redacted] had no problem and told [redacted] that depending how far or close from [redacted] the rental is, it would either be a slight extra charge at a nominal amount, or even no extra charge. [redacted] informed him we would be living around 30 minutes North of [redacted].At this time we were not interested in FULL SERVICE package (we were going to do our own packing) and he quoted us the following under a BINDING contract which he explained that your Estimate is the final price. Estimate was given for around 17,993 lbs.United/[redacted] packs all our artwork, Only (we have a substantial amount of large pieces): $14,325.26 All marble and large paintings would be cratedWe pack our own artwork: $13,631.35Loading would take place aroundJune 12and the shipment would leave [redacted] for [redacted] around June 26/27 this being the busiest time of the year.He also gave us a quote through Mayflower which is in my notes but not important at present.Yes it was critical for us to leave as soon as possible in order for [redacted] to start his work on 6/19/17 and we appreciate that [redacted] accommodated us, BUT at Our Great Expense. From day one, Monday, 6/12/17, the packers around six, were in a huge rush and frenzy telling us that they had another Move on Wed/Thurs, so the honest thing to have done since in Hindsight its very apparent they did not have the appropriate time to avail themselves for our move by the High Volume of Damage from Day One. [redacted] would have gone ahead to WI and [redacted] would stayed behind in FL with our daughter, have found another Mover or [redacted]/United when they could actually give us the needed time and appropriate staff. It is very hard to believe that professional packers would have done as much damage as took place.June 02, 2017Estimate from anther two Long Distance MoversOriginally we were going to contract with another long distance Mover who was a couple of thousands cheaper than United, but just before we were to sign we discovered that their contract was Not Binding and it could change at destination.June 07,2017, we called [redacted] who was driving from [redacted] down to Miami with his wife and he was kind enough to to spend considerable time on the phone discussing details as we were now interested in a FULL SERVICE contract with packing and he quoted us $!7, 709.94, reassuring us this was a Binding contract, with Full Packing and we might get a bit of a refund if the weight comes in under.June 12, 2017,Day One of Packing, around six packers arrivedSince we had a Full Service deal they started packing while [redacted] was trying to direct themonly far as what went to Storage and what would go to the Rental.Head packer, a rather Caustic gentleman was annoyed and called [redacted], Coordinator at [redacted] and [redacted] explained to her that [redacted] knew about Storage from initial meeting with [redacted] on May 26, 2017. There was NEVER ANY MENTION OF EXTRA CHARGE FOR LABOR SINCE WE HAD A FULL SERVICE CONTRACT and [redacted] was responsible for All packing.June 13, 2017,Day Two of packing, between 8-10 packers arrived, also [redacted] showed up at our residence telling us, and especially [redacted], not to interfere with packing as it was delaying the packing process and the packers had another job scheduled on Wed/Thurs and we could "sort out everything at destinatilinon".June 14, 2017,loading day, only 2-3 men arrived and [redacted] signed the inventory and drove away in the truck.Delivery AddressDistance from [redacted] to Cedarburg which in on the North Shore is anywhere between 17-22 miles depending on which point in these two cities you are located.We have a doctor in [redacted] located at:[redacted]., [redacted] , WI 53202and our address is: [redacted]., Cedarburg, WI 53012.Door to door it takes 28 min on I-43 N/S, 22.6 milesWe do Not live More than 70 miles from [redacted]Monetary CompensationWe have not asked for any monetary compensation, we are not litigious, we only requested to have Waived the Extra Charge on delivery date onJul 05, 2017 which is Wrong. The truck arrived from [redacted], FL with [redacted], driver[redacted], at7:30amin Cedarburg, WI. We were in storage by8amwith three gentlemen from [redacted]'s, [redacted]e. Blatantly apparent that [redacted] did not follow instructions from the five emails with photos of our furniture we had sent them on 6/29/17 for delivery to both our Rental town house and Storage. Emails we had sent to [redacted], [redacted], and [redacted] had Never been forwarded to [redacted]. Both [redacted] & [redacted] had requested from us that driver needed emails to pack accordingly, so [redacted] & I sat up all through the night of 6/28/17 going through the inventory trying to decipher what was what. [redacted], Never packed the truck, he only "signed off" and started the drive North.Delivery was Very Stressful & Exhausting Both for [redacted] & the Movers. Because of the rush, movers packed heavy plastic totes and trunks, boxes with heavy books reaching the storage units ceiling on TOP of our red mahogany dinning table[redacted] sent a truck that had to be unloaded at storage and reloaded for delivery at our town house sending an Inappropriate short handed staff of Three men and [redacted] the driver to Unload a truck containing furniture from 3,363 sq ft house. Terrible Logistics, Very Irresponsible![redacted], a very nice gentleman, and one other of the movers were Very Unhappy, because of the mess created in [redacted],and longer working hours than expected.[redacted] and the three men worked from8am-6pm!It was [redacted] who called me from[redacted]to my cell[redacted]leaving me a message telling me that the driver is going to need extra labor, 2 men and six hours to sort out everything at destination.Extra help arrived just after2pm, two gentlemen and delivery had been completed by6pm, so 2 men multiply by four (4) hours. not (6)!Mrs. [redacted], we want to know why [redacted] & [redacted] did not respond to our requests to communicate, [redacted] telling me on 6/29/17, she did not have time to talk to me about our delivery, being held Hostage on 7/05/17 and [redacted] is MIA to my request to discuss issues at hand has left a very bitter taste in our mouths. Seven months after delivery and no resolution.[redacted] knew the shipment size, THEY should have had more men. [redacted] told me that [redacted] was going to talk to me about extra help, so here I was in storage four strange men, [redacted]'s message, which I am sending you in a separate email, being held Hostage for Extra money, either you pay up or no delivery! What happened to our Binding Contract.The exact thing we tried to Avoid! I am Still waiting for a return call from [redacted] from Jul 05, 2017. You would think that [redacted], manager would care enough for his customers to call us,No. 10/4/17 [redacted] conversing with [redacted], who had received an email from [redacted] from [redacted] on Sept. 25, 2017 asking for $682.49 saying that WE had not advised [redacted] about the Split in the delivery, long after my conversation with [redacted] on June 29, 2017 when he indeed did confirm to [redacted] over the phone that Storage was involved after he had gone in and seen that indeed many of our boxes had "Storage" written on them.There certainly is a huge amount of Misinformation through the chain of command between [redacted] and [redacted], so Mrs. [redacted] would you please reprocess the above information and reconsider your previous decision?AccountabilityWe paid $17,709.94 for Straight Talk Binding Full Service move from FL to WI$500.00 in tips and food for movers both at origin and destination$309.75 plus $10.00 for local movers to help take the heavy load on top of our dinning table (photos will follow). Load reached the ceiling of the storage unitWe want to know where is:* The Spare Parts Box? Please ask Mr. [redacted], he signed off and drove out of our driveway in FL with our shipment[redacted], (driver from Florida), was very shocked that no spare parts box was to be found, this is Standard Procedure.Since the Spare Parts Box is nowhere to be found we had to go and purchase new nuts and bolts in order to set up out kitchen table.* Where are our tv remotes?* Why did they not Crate, as agreed, our concrete Angel Madeleine? The base is broken.* Where are the four corners from our master bed canopy? Packers broke the canopy on the first day of packing while dismantling, 6/12/17, where are the corners?If these packers were professionals WHY did they break so much stuff.First day: marble foot board from our bed, marble from our dressing table?* Why did they pack a fresh green salad that I had washed, put in a stainless bowl, covered with paper towel by the kitchen sink?* Why did they just throw in Christmas glasses & ceramic lamp base unwrapped?* They Crumpled posters which were stored in [redacted]'s office cupboard so we could frame them at a later date, just like they were used paper in "balls" and threw in a box.* Folded and put in a kitchen box a water colour painting which our daughter had won a prize for.* Packed artwork in with kitchen items causing wrap paper to stick to artwork and damage it.* Lots of broken joints of wooden chest, chairs, wardrobes, curtain rods, lamp finials, lots of broken/loose furniture legs, kitchen chairs, .....The list is Long Mrs. [redacted].Worst, they took a tin pan filled with paint which was in our garage, wrapped it in packing paper and placed it in a box with our daughter's plush toys, obviously it Spilled and ruined our daughter's plush toys. WHY? Paint is toxic and prohibited to be MOVED by Law.Above needs to be addressed with [redacted]. We need an answers?* We are asking to Waive the Hostage money at destination delivery of $682.49. We did our part, paid our money on a Binding Contract, sent the emails with photos separating delivery both to the town house and our two storage units, [redacted] did not give [redacted] the emails, then [redacted] initiated the Extra charge. We had to incur further expense to rearrange the storage units as we were very worried that our dinning room table would collapse under the weight.* We are also asking for an extension for repairs to damages, because of the extensiveness we are asking for ONE YEAR from delivery on Jul. 05,2017 toJul. 05, 2018please.Mrs. [redacted], we respectfully are asking for you to read all the facts,evidence from photos and emails, give [redacted] the opportunity to have a brief conversation with you after you have re-examined the facts, so we can bring this stressful move to a closure the sooner the better.We thank you for your patience, your time and consideration.Sincerely,[redacted] and [redacted]
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[redacted]Dear [redacted],After our conversation on01/29/18 I was raking my memory bank trying to understand why you were told that our furniture would go into a garage instead of Storage as [redacted] & I have been insisting all along.Further reasons for Extra Charge:[redacted], member of Presidential Staff at Home Office,[redacted] who actually made the final decision Upholding the Charge:* We were supposed to have done packing & sorting before movers arrival on 6/12/17. Confused with the Estimate of 5/26/17 when We would have done Most of the Packing & [redacted] would have Crated some of the large artwork. When [redacted] & I called [redacted] on 6/07/17 & gave the final Okay we Agreed toFull Service which means Movers does ALL packing for Binding $17,709.94Another reason given to me over the phone on Oct 02, 2017 from[redacted], Accounts Payable, United Home Office, that[redacted], [redacted] in [redacted] told her on 9/25/17 Extra Charges based on the fact that We Never told [redacted] of the SPLIT! Obviously [redacted] P. never spoke with [redacted], Manager or [redacted] lied to [redacted] who has been Most kind & God Bless her, because he told me on 6/30/17, "Yes" to Storage by evidence of All the marked boxes!Huge Lack of Misinformation![redacted] insists:* We live more than 70 miles North of Stated address ([redacted]), we live22,6 miles North of the city. Have No idea where she came up with this mileage.Please review [redacted]'s email ofNov. 03,2017 and our responseJan. 15, 2018.As previously stated, I personally told [redacted] about Storage from our initial meeting at our home in FL in May 26, 2016. I was emphatic that we would rent during our first 6/12 months in WI. We left a 3,362sq ft home going into a small temporary rental.06/12/16, first day of packing, I Again called [redacted] and told her that Storage delivery was to be included, because it was apparent that [redacted] had not mentioned it to her!I had accumulated kitchen items, China etc on tables and telling the packers what was to go to Storage & what was to be Opened. The head packer, an older, caustic African American gentleman was not happy with me as he felt I was delaying them & they had another job to go to on Wed.06/13/16, second day of packing.[redacted] drove to our home, Again we told him in front of 8-10 packers, our daughter & my sister in law, [redacted]'s older sister who had driven from SC to help us with the move, about Storage.After our conversation the other day, I referred to my copious notes and discovered the following.June 28 & 29, 2017.Spoke with [redacted] several times concerning our rental and we were ready to receive our furniture.Townhome is 1,200sq ft, 2 story, with attached Garage of 12X19, a Full basement, two rented Climate controlled Storage Units 10X15 at Cedarburg Storage 3 blocks from where we live.[redacted] reassured me that between the garage, basement & two storage units we would be able to accommodate everything.[redacted], we have some lovely artwork, nice pieces of furniture, some are antiques, appliances, carpets, etc we would NEVER store these items in a garage especially during the WI freezing Winters!So hence the garage confusion!During my discussion with [redacted], Again he did Not Remember that Storage had been planned from the beginning, he kept on insisting he had No Recollection & I was Horrified!Either [redacted] has a Very Serious memory issue or he is covering up for the Mess he and [redacted] created.Fri. June 30, 2017Very Upset with [redacted]'s Non Remembrance of Storage, I called [redacted], Manager in [redacted]on Fri. and told him about our concerns, my phone call to [redacted] on 6/12/17 and Especially told him to check the Myriad number of boxes with STORAGE written on the outside. He told me that He had indeed gone into their storage and Yes "Storage" was marked on Many boxes.FridayI called [redacted] several times asking her to return my call, or let me talk to the driver to at least tell him some basics of what goes where, in Conjunction to the (5) emails with photos we had sent early on 6/30/17. I had also asked if we could be given some kind of a time frame of delivery. We only knew it would be the second week in July, and we needed to notify [redacted]'s sister who had driven our daughter & pets 350 miles to Des Moines to stay with her daughter & son in law until we found a rental.NO CALL! Even [redacted] sent her an email, silence! I calledon Mondayand spoke to another young lady who I do not recall her name & she gave us the delivery date. Still No [redacted].On Thurs 6/29/17 [redacted] had faxed us the 16 page Descriptive Inventory as we couldn't find ours so we can direct Delivery. First we could Not open the document, then [redacted] had to go down to motel's office to print as our printer was not working. [redacted] stayed up untilmidnight, I worked through the night. Inventory was a huge mess:Firstly, most of our furniture was Down Graded to the point that it was hard to recognize, secondly we came from a 17 room house and Inventory was listed only Under: Garage, Dinning Room, Foyer. No mention of bedrooms & baths (4) each or 3,000 sq ft covered patio where they moved our bar & wrought iron table with their chairs.Mr. [redacted] signed Off on our shipment on 6/14/17Where is the Spare Parts Box,Wood corners of our Master Four Poster bed, [redacted] search, Nowhere to be found!Why was [redacted], the driver Never given the emails!Most sincerely,[redacted] & [redacted]
Hello- I have reached out to the shipper by phone at [redacted] (that number continues to have a busy signal) I called another number on the move documents-[redacted]-and left message with lady that answered. I also emailed the customer. Shipper has not responded. I also spoke...
with the agency and they have also tried to reach the shipper as well with no returned calls or responses. Agency is willing to give the customer an additional 200.00 as a customer service gesture. I am willing to do the same. Shipper has already been paid 500.00 and is requesting an additional 500.00 for the damage to the oil pan on the motorcycle. Agency is willing to pay the total of 1000.00 but will need to take the bike for salvage b/c the bike is worth about $900.00. Closing this out for now until the shipper responds.
Revdex.com Complaint – [redacted] Order [redacted] Mr. [redacted] purchased a move from Omaha, Nebraska to Sun City, Arizona on May 6, 2016 in one 16 foot container. We have reviewed the recorded calls concerning this transaction and believe our claims department has...
responded according to the terms of the agreement. Mr. [redacted] was offered the ability to add additional valuation to the content of his container at a cost of $315.00 which he declined. The documentation necessary for this agreement was in fact accepted with the standard replacement value of 60-cents per pound per article applied. As indicated by the response to customer from our claims department; the valuation coverage for his shipment does not include coverage for the type of damage described by the customer (referred to as “inherent vice”). Sometimes damage is the result of changes in temperature or humidity, which is not due to mishandling by the carrier. Mr. [redacted]’s container was delivered as promised on September 9th by a third party. Customer was given two options (1) his items could be unloaded at our warehouse should he choose to provide an alternative transport or (2) we would provide delivery using a third party source. The customer selected the third party option. We regret Mr. [redacted]’s dissatisfaction with the move process; however we believe we have complied with the requirements of the agreement. Thank you, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 7, 2016/01/18) */
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 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 United'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.
Per Item 19 Section (m) of the Tariff that the [redacted] shipment moved under, when United replaces a damaged item, or pays for its replacement cost, it is entitled to take possession of the item. If an item is damaged to the point of being considered "destroyed", United will not salvage the item and will instruct the customer that they can dispose of said item. The buffet was not damaged to the point that it cannot be used anymore; therefore, if the [redacted]'s want to be fully reimbursed for the item, United will exercise its salvage rights. If the [redacted]'s would like to keep the buffet, United will waive its salvage rights and reimburse the [redacted]'s for half of the replacement cost. If the [redacted]'s do not wish to accept either one of the two options outlined (salvage the item and pay full replacement cost or not salvage the item and pay half of the replacement cost), United will offer the [redacted]'s arbitration, which is United's dispute resolution process.
Initial Business Response /* (1000, 5, 2015/08/06) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the delay of their shipment.
We apologize for the frustration the customer experienced regarding the delay of the transport of his...
shipment to Arizona. 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 29, 2015 through July 7, 2015. The preferred date for the customer was June 29, 2015.
The delay benefits began at 5:00pm on July 7, 2015 and ended upon delivery. The shipment was delivered to the customer on August 1, 2015. The customer was entitled to the delay benefits of $100.00 daily allowance per their contract.
We mailed a delay claim settlement check # XXXXXX in the amount of $2,500.00 for 25 days delay, which has no impact on cargo claims.
We did not anticipate difficulties when the move was accepted nor was it intentional in anyway. We regret that we failed to meet the customer's expectations.
Thank you for allowing me to respond to the customer's concerns
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 checked that everything was 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]
Initial Business Response /* (1000, 7, 2015/08/06) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@dodgemoving.com
This is the first time I have seen this complaint, all Revdex.com complaints come to my email address not sure how this was missed, sorry this...
response was delayed. Dodge Moving & Storage Company, Inc. is an agent for Mayflower Transit LLC, this shipment moved under Mayflowers' interstate authority. This complaint should be re-directed to Mayflower Transit LLC, as the interstate carrier they are responsible for responding and will respond. Mayflower is also a member of the Revdex.com, please direct this complaint to Mayflower.
One of the (5) emails with photos intended to guide driver to pack van accordingly for delivery both at storage and townhouse sent to [redacted] with instructions.Other emails sent at:9:30am,10:43am,11:52am,12:17pm[redacted], drove the truck from [redacted], FL to Cedarburg, WI,had neither seen these emails, not given any instructions, nor did he load the van.He just signed the inventory & started the drive North.
We do apologize your claim experience has met your expectations. We do have the inspection report and your claim is currently under review and we will have our full an final settlement position outlined and sent to you within 10 business days. Thank you, [redacted]...
[redacted] Claims Manager UniGroup [redacted] Fenton, MO 63026 [redacted] Fax #: [redacted]
As the Lead Customer Service Specialist, I have been asked to respond on behalf of [redacted], LLC (“United”) regarding the customer’s invoice dispute in the amount of $713.62 and their request for reimbursement in the amount of $309.75. Our position remains the same regarding the dispute in the amount of $713.62 as follows. Our records indicate that the customer approached [redacted], Inc. (“[redacted]”) on 6-7-17 to handle their move after their plans with another moving company fell through. The customer had to be out of their origin residence no later than 6-14-17. In addition, the shipment would have to be loaded and held in storage at [redacted]. Once they could secure a residence near [redacted], WI, we would be able to transport their shipment. [redacted] provided the origin storage at no cost to the customer. We agreed to accept the 17,026 lb. move and the customer signed the contract on 6-9-17. The packing was scheduled to be performed on 6-12-17 and 6-13-17 and then the loading would be completed on 6-14-17, per the customer’s request. The customer is correct, the mileage between [redacted] and Cedarburg is only 21 miles. I have confirmed that the invoice does not reflect an additional cost for the 21-mile increase between zip zones. When the crew arrived to pack the shipment, it was apparent that the customer was not ready. The customer had not completed the packing and sorting that she had agreed to perform prior to 6-12-17. The customer had already emphasized the importance of the time restraints and urgency that the agent be able to load the shipment no later than 6-14-17. The agent explained to the customer at that time that because of the urgency of their move, the sorting would now have to occur at delivery. The agent explained that there would be additional cost for extra labor to sort the items at delivery. The customer agreed to and signed documentation for the additional cost of $713.62 for the extra labor to perform the sorting at delivery and the $52.85 for the extra stop at the storage facility. These charges totaling $766.37 were supplemental charges that were not included in the original estimate. It is our policy to invoice the customer for any supplemental charges once the move has been completed and allow 30 days for payment. The shipment was invoiced on 7-18-17. The customer was entitled to a credit weight allowance refund in the amount of $83.88 because their weight went under the estimate. They were invoiced for the $766.37 extra labor/extra stop minus the $83.88 weight refund. This resulted in a balance due in the amount of $682.49. The customer signed credit card authorizations to place their moving costs on three different credit cards. The customer agreed that his/her signature on this form constitutes his/her “signature on file” and is his/her agreement to pay all estimated and supplemental charges. By doing so, they have authorized to charge all actual moving charges, including supplemental charges, to the identified account of the cardholder. We have attempted to collect the balance due in the amount of $682.49 from the customer on multiple occasions, without success. Therefore, in 1-31-18 we processed a transaction in the amount of $682.49 for the balance due to their [redacted] credit card. The customer was notified of the credit card transaction on 1-31-18. However, she had already mailed a check to [redacted] for the $682.49. Ms. [redacted] decided to let the credit card transaction stand because she wanted to resume the processing of her pending Cargo Claim as soon as possible. Ms. [redacted] requested that [redacted] return the check to her once received. The check was received at [redacted] on 2-2-18 and mailed back to the customer as requested. Again, the $713.62 for extra labor is a valid charge and will not be refunded. In addition, the customer hired local labor to move items in their storage unit on 10-7-17 at a cost of $309.75. Once the delivery is completed, we are not responsible to return to the residence or the storage unit to relocate or move items. Therefore, we decline reimbursement to the customer in the amount of $309.75 for this service. Regarding the customer’s cargo claim, on 2-15-18 the customer authorized us to proceed with the repairs of the damaged items. Once the repairs are completed, we will be in a position to finally settle the customer’s cargo claim. Thank you for allowing us the opportunity to respond to the customer’s complaint. [redacted] Lead Customer Service Specialist
I filed for a delay claim for the 18 days and for a credit on my credit card for charging me for a weight above the actual weight of my goods. I filed those on July 31 and I am still waiting for those items which were promised within 3 to 5 business days. My complaint was filed with the correct party [redacted] at customer service. I want complaint left open until these issues are resolved. Also I filed for a lot of damage to my household furniture and broken goods on August 4. I am still waiting. [redacted]
Initial Business Response /* (1000, 5, 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 complaint about the delay of their shipment.
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 had a delivery spread of July 6, 2015 to July 18, 2015. The shipment delivered to the customer on August 12, 2015. Per their agreement, the customer was entitled to delay benefits of $100.00 daily allowance. We do not pay for expenses.
We processed a delay claim settlement in the amount of $2,500.00. The check was mailed to the customer on August 26, 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.
We respectfully decline the customer's request for additional compensation.
Thank you for allowing me to respond to customer's complaint.
We have investigated the customer's concerns regarding his experience during the delivery of the shipment with the driver and the crew. It is the responsibility of the van operator to have adequate tools needed to perform disassembly/reassembly of items, and we regret that was not the case in this...
matter. The customer is required to check off items on the inventory as the crew is delivering items into the residence. We have documented the customer's concerns and addressed the concerns with the van operator and crew involved. Records show that the van operator and the delivery crew were all background checked and met the standards required to be employed by United Van Lines and its agents. We have apologized for any inconvenience and frustration this has caused, and regret that we were unable to meet the customer's expectations. We are unable to compensate the customer based on their perceived level of service. Thank you, [redacted] Customer Service / Social Media Specialist United Van Lines / Mayflower Transit [redacted]@Unigroup.com Phone: [redacted]
Good Morning, I have reviewed this claim and spoken with the adjustor, who has acquired the claimant’s correct mailing address and is mailing a new check. We apologize for any inconvenience. Respectfully, [redacted] Cargo Claims Manager UniGroup, Inc.
Please see our attached response for Revdex.com Complaint ID[redacted]. If you have any questions, please let me know. Thank you, [redacted]
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[redacted]Dear [redacted],I found this in my "Outbox" folder this morning, So in Case you have not received it, I am Resending so you can Please forward to Customer Service.Add on information: while talking with [redacted] about our delivery in WI, 6/28 & 29, '17), I discussed the fact that we had rented a 1,200 sq ft townhouse with full basement, attached garage 12X19 And Two storage units 10X19 & if he thought this was sufficient space for our shipment & he responded, "Yes".Many thanks for your time and courtesy.[redacted] & [redacted]
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[redacted], this is the VM [redacted], booking agent left on my cell[redacted]on delivery day,July 05, 2017. I called him back in shock telling him I did Not Appreciate being held a Hostage at Delivery, by [redacted] demanding more money for help when they knew the size of the shipment up front and sending the driver & three movers was Not sufficient. I asked him to please call me as we had a Binding Contract, [redacted] & I had stayed up All night the previousThursdayemailing photos & lists of what goes to storage & what goes to the townhouse which were NEVER given to the driver[redacted].[redacted] arrived at our townhome by7:30am, by8amthe 3 movers arrived & we drove 3 blocks to storage. It was Blatantly apparent from the start that [redacted] had made No effort to not only follow our emails of what items went where, But they did Not use their logic either. People need beds, clothes, kitchen items, Nothing! There was no order! EVERYTHING had to come Out of the van at storage then townhome items reloaded. By10 am[redacted] was Very upset because he had other deliveries and spending Extra time unloading & loading meant he was loosing money. He spoke a lot on the phone, I was told that unless we Agreed to pay the Extra money [redacted] Demanded they could not Unload.After2pmtwo more gentleman arrived to help by3pmwe we're at the rental & [redacted] & crew were ready to leave by6pmTo date [redacted] has Yet to return my voicemail! Very Unprofessional, take your money and run!Both [redacted] & [redacted], Coordinator, told me that the list for delivery was needed in order for the driver to pack van accordingly, yet [redacted] told me not only did they NEVER give him our emails with specifications, But he did Not pack the van in [redacted], FL he just signed OFF on the shipment & started the drive North.Delivery was Very Stressful & Exhausting Both for me & the movers! Because of the rush they packed heavy plastic totes which are breaking apart, wrought iron table on Top of our mahogany dinning table with China boxes underneath on the floor & we are concerned that everything is going to Collapse, so we now have to hire More movers to come to our two storage units and rearrange items.To date we have Yet to find the Parts Box with nuts & bolts for our kitchen table, we had to buy new accessories in order to assemble our table, still looking for tv remotes, more than half of ourKitchen Open boxes are still missing forcing us to go to [redacted] to buy the soup bowls, can openers etc.Where are they?So, we Paid the agreed monies on our Binding Contract of $17,709.94, another$500.00 in tips & food for the crew ANDDemanding another $682.49 for an irresponsible & lying Agent & Coordinator is Unethical!We are Disputing the Extra charge and Respectfully asking to drop the Extra money.Sincerely,[redacted] & [redacted]
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[redacted]Hey Ms. [redacted] it's [redacted]. Looks like the driver is going to need the extra labor to sort everything out at destination. He has requested for for men to be compensated for an additional six hours to deliver these items. The price for that and he is going to have to add is $713.52. We're gonna have to fill out a piece of paper called in AR 23 it's an addendum in order to affect the delivery.......Sent from my Verizon Wireless 4G LTE DROID[redacted]
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Dear Mrs. [redacted],We wish you a Very Happy and Healthy 2018.We thank you for your email dated Nov. 03, 2017 and we apologize for the delayed response. It is a matter of knowing you have to do something, but that something is Painful and Stressful, like a dental root canal and our move from Florida to Wisconsin with [redacted]. We also had bad colds and the holiday season, all prolonged the response.On Sat. January 08, 2018, [redacted], started looking through [redacted]'s email looking for (your response which she could not find in her own email) to our request to Waive the Extra $682,49 on delivery day, July 05th, 2017. We were shocked to read [redacted]'s Final Notice for payment dated Nov. 16, 2017 sent only to[redacted]@gmail.com, ([redacted]'s email)It had not been read. [redacted] leaves home at &7:30amand is never home before 7, 8 or9pm.Right from the beginning of our contract with [redacted] we had mentioned that All correspondence be addressed to both emails, [redacted] & [redacted]@aol.com) as [redacted] has a Very Stressful & Busy job and it is [redacted] that will read emails and alert [redacted]. Through [redacted]'s conversations and emailing to [redacted], [redacted] had again mentioned this to her as well.[redacted] called [redacted] on Mon.Jan 08, 2018 and was told that the outstanding amount has been "Debited" to [redacted], then called you and left you a message on[redacted]asking for a return call, then called your Claims Dept., Claimsteam2 and was told that No Repairs to go forward to the MANY damaged items until we pay the outstanding balance.Mrs. [redacted], after reading your response several times over we understood that you had not read emails with very pertinent information sent to [redacted] onOct. 03, 2017 and Becky Budd in Customer Service on Oct. 11, 2017. There is Confusing, Misinformation & Inaccuracies that need to be Dispersed in order for us to Resolve this in an Amicable manner.Thur. May 26, 2017, 11-11:30am [redacted], [redacted] came to our home in Fort White, FL and met with [redacted] for the Inspection and Estimate.FactsDiscussed with [redacted] on 5/26/17* [redacted] had to start his new job in [redacted] in the [redacted] area, on June 19, 2017. Dec 2016 we went to [redacted] for his interview and determined that we would live on the North Shore17-22 miles North of [redacted] either in [redacted] or Cedarburgboth of which have excellent schools because [redacted]'s school system is below average.* Informed [redacted] that we were moving from a 3,362 sq ft home to some type of a rental for between 9/12 months before we purchase a home andStorage would definitelybe involved.* We did not have a rental in place yet, for All due purposes for the Estimate, [redacted] stated destination as [redacted] and we agreed that when we have our new address we would inform him. [redacted] had no problem and told [redacted] that depending how far or close from [redacted] the rental is, it would either be a slight extra charge at a nominal amount, or even no extra charge. [redacted] informed him we would be living around 30 minutes North of [redacted].At this time we were not interested in FULL SERVICE package (we were going to do our own packing) and he quoted us the following under a BINDING contract which he explained that your Estimate is the final price. Estimate was given for around 17,993 lbs.United/[redacted] packs all our artwork, Only (we have a substantial amount of large pieces): $14,325.26 All marble and large paintings would be cratedWe pack our own artwork: $13,631.35Loading would take place aroundJune 12and the shipment would leave [redacted] for [redacted] around June 26/27 this being the busiest time of the year.He also gave us a quote through Mayflower which is in my notes but not important at present.Yes it was critical for us to leave as soon as possible in order for [redacted] to start his work on 6/19/17 and we appreciate that [redacted] accommodated us, BUT at Our Great Expense. From day one, Monday, 6/12/17, the packers around six, were in a huge rush and frenzy telling us that they had another Move on Wed/Thurs, so the honest thing to have done since in Hindsight its very apparent they did not have the appropriate time to avail themselves for our move by the High Volume of Damage from Day One. [redacted] would have gone ahead to WI and [redacted] would stayed behind in FL with our daughter, have found another Mover or [redacted]/United when they could actually give us the needed time and appropriate staff. It is very hard to believe that professional packers would have done as much damage as took place.June 02, 2017Estimate from anther two Long Distance MoversOriginally we were going to contract with another long distance Mover who was a couple of thousands cheaper than United, but just before we were to sign we discovered that their contract was Not Binding and it could change at destination.June 07,2017, we called [redacted] who was driving from [redacted] down to Miami with his wife and he was kind enough to to spend considerable time on the phone discussing details as we were now interested in a FULL SERVICE contract with packing and he quoted us $!7, 709.94, reassuring us this was a Binding contract, with Full Packing and we might get a bit of a refund if the weight comes in under.June 12, 2017,Day One of Packing, around six packers arrivedSince we had a Full Service deal they started packing while [redacted] was trying to direct themonly far as what went to Storage and what would go to the Rental.Head packer, a rather Caustic gentleman was annoyed and called [redacted], Coordinator at [redacted] and [redacted] explained to her that [redacted] knew about Storage from initial meeting with [redacted] on May 26, 2017. There was NEVER ANY MENTION OF EXTRA CHARGE FOR LABOR SINCE WE HAD A FULL SERVICE CONTRACT and [redacted] was responsible for All packing.June 13, 2017,Day Two of packing, between 8-10 packers arrived, also [redacted] showed up at our residence telling us, and especially [redacted], not to interfere with packing as it was delaying the packing process and the packers had another job scheduled on Wed/Thurs and we could "sort out everything at destinatilinon".June 14, 2017,loading day, only 2-3 men arrived and [redacted] signed the inventory and drove away in the truck.Delivery AddressDistance from [redacted] to Cedarburg which in on the North Shore is anywhere between 17-22 miles depending on which point in these two cities you are located.We have a doctor in [redacted] located at:[redacted]., [redacted] , WI 53202and our address is: [redacted]., Cedarburg, WI 53012.Door to door it takes 28 min on I-43 N/S, 22.6 milesWe do Not live More than 70 miles from [redacted]Monetary CompensationWe have not asked for any monetary compensation, we are not litigious, we only requested to have Waived the Extra Charge on delivery date onJul 05, 2017 which is Wrong. The truck arrived from [redacted], FL with [redacted], driver[redacted], at7:30amin Cedarburg, WI. We were in storage by8amwith three gentlemen from [redacted]'s, [redacted]e. Blatantly apparent that [redacted] did not follow instructions from the five emails with photos of our furniture we had sent them on 6/29/17 for delivery to both our Rental town house and Storage. Emails we had sent to [redacted], [redacted], and [redacted] had Never been forwarded to [redacted]. Both [redacted] & [redacted] had requested from us that driver needed emails to pack accordingly, so [redacted] & I sat up all through the night of 6/28/17 going through the inventory trying to decipher what was what. [redacted], Never packed the truck, he only "signed off" and started the drive North.Delivery was Very Stressful & Exhausting Both for [redacted] & the Movers. Because of the rush, movers packed heavy plastic totes and trunks, boxes with heavy books reaching the storage units ceiling on TOP of our red mahogany dinning table[redacted] sent a truck that had to be unloaded at storage and reloaded for delivery at our town house sending an Inappropriate short handed staff of Three men and [redacted] the driver to Unload a truck containing furniture from 3,363 sq ft house. Terrible Logistics, Very Irresponsible![redacted], a very nice gentleman, and one other of the movers were Very Unhappy, because of the mess created in [redacted],and longer working hours than expected.[redacted] and the three men worked from8am-6pm!It was [redacted] who called me from[redacted]to my cell[redacted]leaving me a message telling me that the driver is going to need extra labor, 2 men and six hours to sort out everything at destination.Extra help arrived just after2pm, two gentlemen and delivery had been completed by6pm, so 2 men multiply by four (4) hours. not (6)!Mrs. [redacted], we want to know why [redacted] & [redacted] did not respond to our requests to communicate, [redacted] telling me on 6/29/17, she did not have time to talk to me about our delivery, being held Hostage on 7/05/17 and [redacted] is MIA to my request to discuss issues at hand has left a very bitter taste in our mouths. Seven months after delivery and no resolution.[redacted] knew the shipment size, THEY should have had more men. [redacted] told me that [redacted] was going to talk to me about extra help, so here I was in storage four strange men, [redacted]'s message, which I am sending you in a separate email, being held Hostage for Extra money, either you pay up or no delivery! What happened to our Binding Contract.The exact thing we tried to Avoid! I am Still waiting for a return call from [redacted] from Jul 05, 2017. You would think that [redacted], manager would care enough for his customers to call us,No. 10/4/17 [redacted] conversing with [redacted], who had received an email from [redacted] from [redacted] on Sept. 25, 2017 asking for $682.49 saying that WE had not advised [redacted] about the Split in the delivery, long after my conversation with [redacted] on June 29, 2017 when he indeed did confirm to [redacted] over the phone that Storage was involved after he had gone in and seen that indeed many of our boxes had "Storage" written on them.There certainly is a huge amount of Misinformation through the chain of command between [redacted] and [redacted], so Mrs. [redacted] would you please reprocess the above information and reconsider your previous decision?AccountabilityWe paid $17,709.94 for Straight Talk Binding Full Service move from FL to WI$500.00 in tips and food for movers both at origin and destination$309.75 plus $10.00 for local movers to help take the heavy load on top of our dinning table (photos will follow). Load reached the ceiling of the storage unitWe want to know where is:* The Spare Parts Box? Please ask Mr. [redacted], he signed off and drove out of our driveway in FL with our shipment[redacted], (driver from Florida), was very shocked that no spare parts box was to be found, this is Standard Procedure.Since the Spare Parts Box is nowhere to be found we had to go and purchase new nuts and bolts in order to set up out kitchen table.* Where are our tv remotes?* Why did they not Crate, as agreed, our concrete Angel Madeleine? The base is broken.* Where are the four corners from our master bed canopy? Packers broke the canopy on the first day of packing while dismantling, 6/12/17, where are the corners?If these packers were professionals WHY did they break so much stuff.First day: marble foot board from our bed, marble from our dressing table?* Why did they pack a fresh green salad that I had washed, put in a stainless bowl, covered with paper towel by the kitchen sink?* Why did they just throw in Christmas glasses & ceramic lamp base unwrapped?* They Crumpled posters which were stored in [redacted]'s office cupboard so we could frame them at a later date, just like they were used paper in "balls" and threw in a box.* Folded and put in a kitchen box a water colour painting which our daughter had won a prize for.* Packed artwork in with kitchen items causing wrap paper to stick to artwork and damage it.* Lots of broken joints of wooden chest, chairs, wardrobes, curtain rods, lamp finials, lots of broken/loose furniture legs, kitchen chairs, .....The list is Long Mrs. [redacted].Worst, they took a tin pan filled with paint which was in our garage, wrapped it in packing paper and placed it in a box with our daughter's plush toys, obviously it Spilled and ruined our daughter's plush toys. WHY? Paint is toxic and prohibited to be MOVED by Law.Above needs to be addressed with [redacted]. We need an answers?* We are asking to Waive the Hostage money at destination delivery of $682.49. We did our part, paid our money on a Binding Contract, sent the emails with photos separating delivery both to the town house and our two storage units, [redacted] did not give [redacted] the emails, then [redacted] initiated the Extra charge. We had to incur further expense to rearrange the storage units as we were very worried that our dinning room table would collapse under the weight.* We are also asking for an extension for repairs to damages, because of the extensiveness we are asking for ONE YEAR from delivery on Jul. 05,2017 toJul. 05, 2018please.Mrs. [redacted], we respectfully are asking for you to read all the facts,evidence from photos and emails, give [redacted] the opportunity to have a brief conversation with you after you have re-examined the facts, so we can bring this stressful move to a closure the sooner the better.We thank you for your patience, your time and consideration.Sincerely,[redacted] and [redacted]
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[redacted]Dear [redacted],After our conversation on01/29/18 I was raking my memory bank trying to understand why you were told that our furniture would go into a garage instead of Storage as [redacted] & I have been insisting all along.Further reasons for Extra Charge:[redacted], member of Presidential Staff at Home Office,[redacted] who actually made the final decision Upholding the Charge:* We were supposed to have done packing & sorting before movers arrival on 6/12/17. Confused with the Estimate of 5/26/17 when We would have done Most of the Packing & [redacted] would have Crated some of the large artwork. When [redacted] & I called [redacted] on 6/07/17 & gave the final Okay we Agreed toFull Service which means Movers does ALL packing for Binding $17,709.94Another reason given to me over the phone on Oct 02, 2017 from[redacted], Accounts Payable, United Home Office, that[redacted], [redacted] in [redacted] told her on 9/25/17 Extra Charges based on the fact that We Never told [redacted] of the SPLIT! Obviously [redacted] P. never spoke with [redacted], Manager or [redacted] lied to [redacted] who has been Most kind & God Bless her, because he told me on 6/30/17, "Yes" to Storage by evidence of All the marked boxes!Huge Lack of Misinformation![redacted] insists:* We live more than 70 miles North of Stated address ([redacted]), we live22,6 miles North of the city. Have No idea where she came up with this mileage.Please review [redacted]'s email ofNov. 03,2017 and our responseJan. 15, 2018.As previously stated, I personally told [redacted] about Storage from our initial meeting at our home in FL in May 26, 2016. I was emphatic that we would rent during our first 6/12 months in WI. We left a 3,362sq ft home going into a small temporary rental.06/12/16, first day of packing, I Again called [redacted] and told her that Storage delivery was to be included, because it was apparent that [redacted] had not mentioned it to her!I had accumulated kitchen items, China etc on tables and telling the packers what was to go to Storage & what was to be Opened. The head packer, an older, caustic African American gentleman was not happy with me as he felt I was delaying them & they had another job to go to on Wed.06/13/16, second day of packing.[redacted] drove to our home, Again we told him in front of 8-10 packers, our daughter & my sister in law, [redacted]'s older sister who had driven from SC to help us with the move, about Storage.After our conversation the other day, I referred to my copious notes and discovered the following.June 28 & 29, 2017.Spoke with [redacted] several times concerning our rental and we were ready to receive our furniture.Townhome is 1,200sq ft, 2 story, with attached Garage of 12X19, a Full basement, two rented Climate controlled Storage Units 10X15 at Cedarburg Storage 3 blocks from where we live.[redacted] reassured me that between the garage, basement & two storage units we would be able to accommodate everything.[redacted], we have some lovely artwork, nice pieces of furniture, some are antiques, appliances, carpets, etc we would NEVER store these items in a garage especially during the WI freezing Winters!So hence the garage confusion!During my discussion with [redacted], Again he did Not Remember that Storage had been planned from the beginning, he kept on insisting he had No Recollection & I was Horrified!Either [redacted] has a Very Serious memory issue or he is covering up for the Mess he and [redacted] created.Fri. June 30, 2017Very Upset with [redacted]'s Non Remembrance of Storage, I called [redacted], Manager in [redacted]on Fri. and told him about our concerns, my phone call to [redacted] on 6/12/17 and Especially told him to check the Myriad number of boxes with STORAGE written on the outside. He told me that He had indeed gone into their storage and Yes "Storage" was marked on Many boxes.FridayI called [redacted] several times asking her to return my call, or let me talk to the driver to at least tell him some basics of what goes where, in Conjunction to the (5) emails with photos we had sent early on 6/30/17. I had also asked if we could be given some kind of a time frame of delivery. We only knew it would be the second week in July, and we needed to notify [redacted]'s sister who had driven our daughter & pets 350 miles to Des Moines to stay with her daughter & son in law until we found a rental.NO CALL! Even [redacted] sent her an email, silence! I calledon Mondayand spoke to another young lady who I do not recall her name & she gave us the delivery date. Still No [redacted].On Thurs 6/29/17 [redacted] had faxed us the 16 page Descriptive Inventory as we couldn't find ours so we can direct Delivery. First we could Not open the document, then [redacted] had to go down to motel's office to print as our printer was not working. [redacted] stayed up untilmidnight, I worked through the night. Inventory was a huge mess:Firstly, most of our furniture was Down Graded to the point that it was hard to recognize, secondly we came from a 17 room house and Inventory was listed only Under: Garage, Dinning Room, Foyer. No mention of bedrooms & baths (4) each or 3,000 sq ft covered patio where they moved our bar & wrought iron table with their chairs.Mr. [redacted] signed Off on our shipment on 6/14/17Where is the Spare Parts Box,Wood corners of our Master Four Poster bed, [redacted] search, Nowhere to be found!Why was [redacted], the driver Never given the emails!Most sincerely,[redacted] & [redacted]
Please see our attached response for Revdex.com complaint ID#[redacted]. If you have any questions, please let me know. Thank you, [redacted]
Hello- I have reached out to the shipper by phone at [redacted] (that number continues to have a busy signal) I called another number on the move documents-[redacted]-and left message with lady that answered. I also emailed the customer. Shipper has not responded. I also spoke...
with the agency and they have also tried to reach the shipper as well with no returned calls or responses. Agency is willing to give the customer an additional 200.00 as a customer service gesture. I am willing to do the same. Shipper has already been paid 500.00 and is requesting an additional 500.00 for the damage to the oil pan on the motorcycle. Agency is willing to pay the total of 1000.00 but will need to take the bike for salvage b/c the bike is worth about $900.00. Closing this out for now until the shipper responds.
Initial Business Response /* (1000, 6, 2016/01/21) */
Revdex.com Complaint – [redacted] Order [redacted] Mr. [redacted] purchased a move from Omaha, Nebraska to Sun City, Arizona on May 6, 2016 in one 16 foot container. We have reviewed the recorded calls concerning this transaction and believe our claims department has...
responded according to the terms of the agreement. Mr. [redacted] was offered the ability to add additional valuation to the content of his container at a cost of $315.00 which he declined. The documentation necessary for this agreement was in fact accepted with the standard replacement value of 60-cents per pound per article applied. As indicated by the response to customer from our claims department; the valuation coverage for his shipment does not include coverage for the type of damage described by the customer (referred to as “inherent vice”). Sometimes damage is the result of changes in temperature or humidity, which is not due to mishandling by the carrier. Mr. [redacted]’s container was delivered as promised on September 9th by a third party. Customer was given two options (1) his items could be unloaded at our warehouse should he choose to provide an alternative transport or (2) we would provide delivery using a third party source. The customer selected the third party option. We regret Mr. [redacted]’s dissatisfaction with the move process; however we believe we have complied with the requirements of the agreement. Thank you, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 7, 2016/01/18) */
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 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 United'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.
Per Item 19 Section (m) of the Tariff that the [redacted] shipment moved under, when United replaces a damaged item, or pays for its replacement cost, it is entitled to take possession of the item. If an item is damaged to the point of being considered "destroyed", United will not salvage the item and will instruct the customer that they can dispose of said item. The buffet was not damaged to the point that it cannot be used anymore; therefore, if the [redacted]'s want to be fully reimbursed for the item, United will exercise its salvage rights. If the [redacted]'s would like to keep the buffet, United will waive its salvage rights and reimburse the [redacted]'s for half of the replacement cost. If the [redacted]'s do not wish to accept either one of the two options outlined (salvage the item and pay full replacement cost or not salvage the item and pay half of the replacement cost), United will offer the [redacted]'s arbitration, which is United's dispute resolution process.
Initial Business Response /* (1000, 5, 2015/08/06) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the delay of their shipment.
We apologize for the frustration the customer experienced regarding the delay of the transport of his...
shipment to Arizona. 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 29, 2015 through July 7, 2015. The preferred date for the customer was June 29, 2015.
The delay benefits began at 5:00pm on July 7, 2015 and ended upon delivery. The shipment was delivered to the customer on August 1, 2015. The customer was entitled to the delay benefits of $100.00 daily allowance per their contract.
We mailed a delay claim settlement check # XXXXXX in the amount of $2,500.00 for 25 days delay, which has no impact on cargo claims.
We did not anticipate difficulties when the move was accepted nor was it intentional in anyway. We regret that we failed to meet the customer's expectations.
Thank you for allowing me to respond to the customer's concerns
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 checked that everything was 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]
Initial Business Response /* (1000, 7, 2015/08/06) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@dodgemoving.com
This is the first time I have seen this complaint, all Revdex.com complaints come to my email address not sure how this was missed, sorry this...
response was delayed. Dodge Moving & Storage Company, Inc. is an agent for Mayflower Transit LLC, this shipment moved under Mayflowers' interstate authority. This complaint should be re-directed to Mayflower Transit LLC, as the interstate carrier they are responsible for responding and will respond. Mayflower is also a member of the Revdex.com, please direct this complaint to Mayflower.
One of the (5) emails with photos intended to guide driver to pack van accordingly for delivery both at storage and townhouse sent to [redacted] with instructions.Other emails sent at:9:30am,10:43am,11:52am,12:17pm[redacted], drove the truck from [redacted], FL to Cedarburg, WI,had neither seen these emails, not given any instructions, nor did he load the van.He just signed the inventory & started the drive North.
Attached is a copy of my last communication with a [redacted] representative on the matter. Also attached is the reference Release. They are...
provided for consideration in addition to supporting documentation provided previously. Best Regards, [redacted]
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