Mayflower Transit Order Number [redacted]. Despite the fact that I provided substantial evidence that one of my boxes was never delivered, Unigroup ([redacted]) failed to acknowledge this in the form of a settlement. I stand by my sincere claim that this box was never delivered to me. Mayflower...
driver, [redacted], not only arrived 4 hours late to deliver my items and rushed the entire process, but lied that a box was present when it obviously wasn’t On the day of the delivery, when I initially noted that box 200 was missing, (once all items had been removed from the truck), we immediately referenced my inventory list, identified what type of box it was, and searched all of the unloaded boxes. Unfortunately, it was [redacted] who “found” the box, immediately exiting in my direction and claiming it was in the storage facility. Assuming he was a trustworthy Mayflower employee, I took his word for it. When I later re-visited the storage facility to pick up this box, I checked every box number and contents and was unable to find it anywhere. Had [redacted] not claimed that the box was present when it wasn’t, I would have [redacted]ed the box as missing on the delivery date and it would likely have been found. To corroborate this sequence of events, I have included my friend [redacted]’s statement – he was present at the time of the delivery and witnessed [redacted]’s behavior. Additional proof of this incident is as follows: 1. I am the only one who has access to my storage facility; thereby, it is impossible that this box would have actually been delivered and simply removed by another person. 2. Due to the contents in the box, it should have been labeled as going ‘Home’. I was carefully filtering boxes upon unload as either ‘storage’ or ‘home’---it would not have even been placed in the storage facility. 3. Mr. [redacted] proved his lack of character in another way—I had paid for paper padding for my items to be stored; however, none of the items arrived in their appropriate paper padding. Mr. [redacted] left the cloth padding and claimed that it was fine and fell under ‘paper padding’. I later found out that this is not standard and that he would have been paid extra for the move for having claimed this. Therefore, he ripped off Mayflower additionally. This lost box contains irreplaceable clothing from my childhood and memorabilia from my time in college—approximately 40 t-shirts, 30 other shirts, and various miscellaneous items. I would accept $500 to “replace” this box, even though it is worth way more than that financially and is virtually priceless in sentimental value. Obviously, I would prefer for this box to be found, but I am no longer optimistic for this outcome. Had [redacted] not blatantly lied, I would have been able to alert Mayflower to begin searching for it sooner and the likelihood of finding it would have been much greater. The crux of the matter is – [redacted] had had a long day and was tired, so he decided to take the liberty of lying to save himself 30 minutes, and consequently robbed me of some precious memories. On top of all of the difficulty and dishonesty I experienced throughout my moving experience, Mayflower/Unigroup/[redacted] are failing to honor the insurance policy I agreed to which would provide replacement value for these lost items because they claim I have insufficient evidence of this box not being delivered. I provided Ms. [redacted] with a affidavit of my friend [redacted] who witnessed all of the events I have described. Additionally, Ms. [redacted] has failed to respond to 5+ of my attempts at contacting her to sort out this issue and has failed to successfully deliver an additional settlement for a broken table from my move. Obviously I would prefer for my box to be found; however, as my move was 2 months ago and this problem was not identified soon enough because of [redacted]'s dishonesty, I would like a settlement of $500 to "replace" the lost items.
Complaint: [redacted]
I am rejecting this response because: My initial complaint was the complete delivery of our belongings which was 23 days after the date listed on the contract. After the last delivery we checked the items and then filed a complaint online with United Van Lines website for the damaged items. On 9/16/2016, I received a call from a [redacted] from Unigroup telling me that my complaint for payment on the delay which was $2,300.00 was denied because of a code listed on the contract which referred to their policy book. I asked why we weren't told about the code when we signed the contract and why the contract listed the guaranteed delivery dates and the late delivery charge. She said that we did not qualify for the delay fee. Then she offered us $200.00 to drop the complaint (which I interpreted as a buy out). I refused the offer and was told that I had two weeks to change my mind. I then asked why we had not been contacted by an appraiser for our broken items. She said that Unigroup did not deal with that part of the move. I then called [redacted] with Suddath in Florida and was told that they had not received any complaint form on our broken items. I said that they had responded to the claim through my wife's e-mail. She said she would research it and call me back. She called later and said she found the complaint and it had been filed with a different company within Unigroup. I told her we were suppose to hear from the appraiser in two weeks. She told me to call [redacted] who worked at Unigroup and she would handle the situation. We finally saw the appraiser on Tuesday this week and he agreed the items were broken and would file a report by the end of the week. So we still don't how much we will be paid on the broken items. [redacted] said Unigroup did not deal with broken item complaints but [redacted] said she works for Unigroup and she set up the appraiser. Same old run around with no results.
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]
Good morning! After review of the file, Unigroup initially settled this file based off 2 separate receiving dates. One for the initial and the other for the overflow. Unigroup is making the decision to settle the claim based on the 9 months from the second delivery date. A revised...
offer is being sent to the customer in the amount of $7609.00. The initial offer was $3070.00. $3070 has already been sent to the customer. An additional check of $4539 is being sent to the customer. Thanks you!
Hello, I have attached the applicable documents that we have on file with United Mayflower. You will see that there isn't much discussion on storage, it all details the move. The only other documents we have are about packing the container (how to pack it), gypsy moth inspection and military/non-allowables. I can send those if needed, as well. In the rights and responsibilities, there is a detailed area about what to do in case of a complaint. The number listed forwarded me to the same department that told me the same thing I was told about that's all we can do. They have not even provided me with the address of where my container will be located as of November 1st as requested by me on 9/28. I won't even know where my belongings are! We are in the process of emailing and writing to the physical address, as well. Any guidance and help you can provide is truly appreciated. We are at a loss of what else we can do. Thank you for your time and attention. [redacted]
Good Morning- I have reviewed your concerns regarding the handling of your claim. I do apologize that there was some miscommunication regarding the rental car. We have issued a settlement in the amount of $998.49 which was based on the appraisal report. I do understand this did not...
cover the cost of a rental car. We will authorize $30.00 a day for the rental car which is based on the contract in which your items were transported. We will pay for the rental car for the amount of days the car is being repaired. If you have already had the car repaired and had to get a rental car, please forward the receipt to [redacted]@unigroup.com. Thank you, [redacted] Claims Manager
Hello After reviewing this file, [redacted] has already addressed the rebuttal. She will be paying out for missing items. The customer is correct, the signature does not belong to her. Thanks!
Initial Business Response /* (1000, 12, 2015/04/29) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer's request for reimbursement in the amount of $1,350.00.
The customer is currently a Military member, however this...
was a personally procured move for his wife to Colorado.
They had a Straight Talk Price Assurance Estimate dated January 23, 2015; A Straight Talk Price Assurance Bill of Lading GPP1 W, which means that the final charges are based on the guaranteed weight which is noted on the estimate. This type of contract includes a weight allowance credit, if the actual weight is less than the estimate weight, in the amount of $39.00 per hundredth weight. The minimum weight for a move is 2,100 pounds, therefore the weight credit allowance will not go beneath the 2,100 pounds threshold.
The estimate weight was 2,550 pounds and the actual weight was 1,380 pounds. The customer was entitled to and did receive a weight allowance credit.
The weight allowance credit was as follows: 2,550 pounds - 2,100 pounds = 450 pounds divided by 100 = 4.5 x $39 per hundredth weight (cwt) = a credit weight allowance in the amount of $175.50. A credit card refund was processed to the customer on February 26, 2015 for this amount.
We cannot change the terms of his contract. In addition, we are not responsible for the difference that the Military did not reimburse to the customer. We respectfully deny his request for reimbursement in the amount of $1,350.00.
We have reached out the customer and discussed his move with him. We have apologized that we failed to meet the customer's expectations. We have offered him a $200.00 customer service gesture in the interest of customer service. The customer declined our offer.
Thank you for allowing me to respond to customer's complaint.
Complaint: [redacted]
I am rejecting this response because I already submitted the claim form to Mayflower on 8/20/17 and they even sent an inspector out on 8/31/17 to inspect the items that we claimed. If the Mayflower staff person had read my claim narrative in its entirety, they would have seen that this was already completed. I am even disappointed in their reply to this claim via Revdex.com. It reinforces my negative impression of the company's (lack of) commitment to quality and customer support.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/10) */
Without additional information, we are unable to search our interstate shipment records. Please have the customer forward a copy of their shipment paperwork (specifically the Bill of Lading/Contract containing an Order #) for further review. ...
In the event the customer fails to provide this requested documentation, we request that this complaint be removed from our record with the Revdex.com as "invalid." Thank you.
Initial Consumer Rebuttal /* (3000, 14, 2015/09/23) */
The company requested rental documents to be provided for their investigation, knowing full well that because I was not the renter that I would not have such documents and they could manipulate you into closing my complaint. No one seems to care about the fact that my credit card was used to pay for the rental of someone else! The only documentation I can provide is my credit card statements that show the company charging my card for a storage pod I did not rent, and did not authorize my card to pay these expenses.
I am attaching my credit card statements from December 2014 through April 2015 as proof of their charges to my card, the payment of those charges from my account, the lack of funds to cover these charges because this is my college card and is not supposed to be used for anything else due to extremely low income putting me far below the poverty level, and the additional fees and interest that accumulated ever month because of these unauthorized charges. These charges on my credit card have also impacted my credit report and credit rating.
What I expect is a letter of apology for mistakenly billing the wrong credit card for these charges, one copy for me, another for my bank, and copies for the three credit reporting agencies; along with a full refund of the unauthorized charges and the additional interest and fees that resulted from them, plus interest since it has been over six months since I brought this to their attention without resolution.
Please keep me informed regarding their response and the status of this investigation.
Thank you, [redacted]
PS: The original rep I spoke to about this problem was a woman named [redacted] who apologized for their mistake because when the one authorized payment for the rental set-up charges was processed, it was marked for automatic monthly rental payments instead of as a "one-time-only" payment. She told me that she would contact the renters to make arrangements with them for the payments and they would refund my money within 3-5 business days. When the money was not refunded in that time I called her back only to be told she no longer works there. Since they record their calls, I may need a subpoena for their recordings of our pre-arranged agreement to use my card for the one payment and the apology for the mistake and offer of a refund, plus one for [redacted] to testify about our discussion if this is not resolved immediately.
We are assigning another adjuster to review the concerns outlined in the complaint. Our final review will be completed by 10/28. Thank you, [redacted] Claims Manager
01-30-18: (10:05
am) ([redacted]) We have attempted to settle this complaint and the [redacted]’s
have been unreasonable. There are certain rules and regulations that we are
required in settling consumer complaints when it comes to moving household
items across state lines that involve weights, delivery dates, reimbursements, etc.
The consumer’s counter settlement was not within the guidelines that we must
follow by law. The bottom line here is that we made a good faith effort to
settle this complaint only to be rejected by the consumer. We are not amending any
of the language or dollars offered in our proposed settlement. As a result, from
our perspective, we are closing out this complaint as the settlement deadline
has passed.01-30-18: (10:05
am) (Mediator) Left [redacted] a voice message that the consumer will
not agree with the final settlement offer and they are walking away from any
potential settlement.
Attached is the contract. The delivery date was supposed to be no later than 06/20/2016. The overflow shipment did not arrive until July 3rd, 2016, which is 13 days past the guaranteed delivery date.
Initial Business Response /* (1000, 5, 2015/10/16) */
I have reviewed the complaint filed by [redacted] and [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 the Bill of Lading signed by the [redacted]'s, Full Value Protection for their move was waived and they opted for the lower coverage of .60 cents per pound. The Bill of Lading states, "Option 2 WAIVER of Full (Replacement) Value Protection. This LOWER level of protection is provided at no additional cost beyond the base rate; however it provides only MINIMAL protection that is considerably less than the average value of household goods. Under this option, a claim for any article that may be lost, destroyed, or damaged while in your mover's custody will be settled based on the weight of the individual article multiplied by 60 cents."
The [redacted]'s cite several concerns regarding the handling of their claim, which includes lost boxes, damage to a dining room chair, sewing cabinet, and ornamental statues. All items claimed as damaged by the customer were paid out per the level of valuation chosen. This includes the dining room chair, sewing cabinet and statues. Two items were denied; one missing box and an antique phonograph. The missing box was denied because the [redacted]'s checked and signed for receipt of all items on their inventory control form at the time of delivery. Without evidence to indicate that United failed to deliver the box, United must deny reimbursement for that item. The phonograph was denied because the damage claimed was listed as pre-existing damage on the inventories. All of the other items claimed were paid at .60 cents per pound, which totaled $240.00. Under the Bill of Lading signed by the [redacted]'s, United does not owe for full replacement of the damaged items.
United has handled the [redacted]'s claim within the parameters of the Bill of Lading signed by the customer.
I first want to say thank you for allowing United Van Lines the opportunity to address your concerns. Your Revdex.com complaint was registered on 3/16/2016 and we issued an additional settlement on 3/21/2016 which covers several of the items that you mentioned in your complaint. We also issued...
a settlement for the washing machine. We did not accept liability for the TV because we have no evidence the item was damaged while in transit. There were no signs of impact that would indicate carrier mishandling, however, the assigned adjuster will review the information regarding the tilt detector to see if it indicates the box was tilted. We do appreciate your patience and we apologize that your claims experience did not meet your expectations.[redacted]Claims Department
Initial Business Response /* (1000, 9, 2015/11/09) */
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 tariffs incorporated...
therein, this entire transaction is governed exclusively by applicable federal law. Notwithstanding exclusive federal jurisdiction over the transaction in question, it is United's policy to cooperate fully with any inquiries made by state regulatory or consumer protection agencies.
United has re-opened Mr. [redacted]' claim so that the disputed items can be re-evaluated by an adjuster. If no one has contacted Mr. [redacted] in 7 to 10 business days, he is encouraged to call the Claims Department toll free number at X-XXX-XXX-XXXX and ask to speak to his assigned adjuster.
Initial Consumer Rebuttal /* (2000, 11, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
At this time I accept the resolution however will reserve final judgement until after discussing the case with United's Claims Department. Thank you for your time.
Settling with the customer at .60/lb. Customer’s total claim payout is $54.00. I will send customer an email, settle, and close. Thanks!
Mayflower Transit Order Number [redacted]. Despite the fact that I provided substantial evidence that one of my boxes was never delivered, Unigroup ([redacted]) failed to acknowledge this in the form of a settlement. I stand by my sincere claim that this box was never delivered to me. Mayflower...
driver, [redacted], not only arrived 4 hours late to deliver my items and rushed the entire process, but lied that a box was present when it obviously wasn’t On the day of the delivery, when I initially noted that box 200 was missing, (once all items had been removed from the truck), we immediately referenced my inventory list, identified what type of box it was, and searched all of the unloaded boxes. Unfortunately, it was [redacted] who “found” the box, immediately exiting in my direction and claiming it was in the storage facility. Assuming he was a trustworthy Mayflower employee, I took his word for it. When I later re-visited the storage facility to pick up this box, I checked every box number and contents and was unable to find it anywhere. Had [redacted] not claimed that the box was present when it wasn’t, I would have [redacted]ed the box as missing on the delivery date and it would likely have been found. To corroborate this sequence of events, I have included my friend [redacted]’s statement – he was present at the time of the delivery and witnessed [redacted]’s behavior. Additional proof of this incident is as follows: 1. I am the only one who has access to my storage facility; thereby, it is impossible that this box would have actually been delivered and simply removed by another person. 2. Due to the contents in the box, it should have been labeled as going ‘Home’. I was carefully filtering boxes upon unload as either ‘storage’ or ‘home’---it would not have even been placed in the storage facility. 3. Mr. [redacted] proved his lack of character in another way—I had paid for paper padding for my items to be stored; however, none of the items arrived in their appropriate paper padding. Mr. [redacted] left the cloth padding and claimed that it was fine and fell under ‘paper padding’. I later found out that this is not standard and that he would have been paid extra for the move for having claimed this. Therefore, he ripped off Mayflower additionally. This lost box contains irreplaceable clothing from my childhood and memorabilia from my time in college—approximately 40 t-shirts, 30 other shirts, and various miscellaneous items. I would accept $500 to “replace” this box, even though it is worth way more than that financially and is virtually priceless in sentimental value. Obviously, I would prefer for this box to be found, but I am no longer optimistic for this outcome. Had [redacted] not blatantly lied, I would have been able to alert Mayflower to begin searching for it sooner and the likelihood of finding it would have been much greater. The crux of the matter is – [redacted] had had a long day and was tired, so he decided to take the liberty of lying to save himself 30 minutes, and consequently robbed me of some precious memories. On top of all of the difficulty and dishonesty I experienced throughout my moving experience, Mayflower/Unigroup/[redacted] are failing to honor the insurance policy I agreed to which would provide replacement value for these lost items because they claim I have insufficient evidence of this box not being delivered. I provided Ms. [redacted] with a affidavit of my friend [redacted] who witnessed all of the events I have described. Additionally, Ms. [redacted] has failed to respond to 5+ of my attempts at contacting her to sort out this issue and has failed to successfully deliver an additional settlement for a broken table from my move. Obviously I would prefer for my box to be found; however, as my move was 2 months ago and this problem was not identified soon enough because of [redacted]'s dishonesty, I would like a settlement of $500 to "replace" the lost items.
Complaint: [redacted]
I am rejecting this response because: My initial complaint was the complete delivery of our belongings which was 23 days after the date listed on the contract. After the last delivery we checked the items and then filed a complaint online with United Van Lines website for the damaged items. On 9/16/2016, I received a call from a [redacted] from Unigroup telling me that my complaint for payment on the delay which was $2,300.00 was denied because of a code listed on the contract which referred to their policy book. I asked why we weren't told about the code when we signed the contract and why the contract listed the guaranteed delivery dates and the late delivery charge. She said that we did not qualify for the delay fee. Then she offered us $200.00 to drop the complaint (which I interpreted as a buy out). I refused the offer and was told that I had two weeks to change my mind. I then asked why we had not been contacted by an appraiser for our broken items. She said that Unigroup did not deal with that part of the move. I then called [redacted] with Suddath in Florida and was told that they had not received any complaint form on our broken items. I said that they had responded to the claim through my wife's e-mail. She said she would research it and call me back. She called later and said she found the complaint and it had been filed with a different company within Unigroup. I told her we were suppose to hear from the appraiser in two weeks. She told me to call [redacted] who worked at Unigroup and she would handle the situation. We finally saw the appraiser on Tuesday this week and he agreed the items were broken and would file a report by the end of the week. So we still don't how much we will be paid on the broken items. [redacted] said Unigroup did not deal with broken item complaints but [redacted] said she works for Unigroup and she set up the appraiser. Same old run around with no results.
Sincerely,
[redacted]
Initial Business Response /* (1000, 8, 2015/08/25) */
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]
Good morning! After review of the file, Unigroup initially settled this file based off 2 separate receiving dates. One for the initial and the other for the overflow. Unigroup is making the decision to settle the claim based on the 9 months from the second delivery date. A revised...
offer is being sent to the customer in the amount of $7609.00. The initial offer was $3070.00. $3070 has already been sent to the customer. An additional check of $4539 is being sent to the customer. Thanks you!
Hello, I have attached the applicable documents that we have on file with United Mayflower. You will see that there isn't much discussion on storage, it all details the move. The only other documents we have are about packing the container (how to pack it), gypsy moth inspection and military/non-allowables. I can send those if needed, as well. In the rights and responsibilities, there is a detailed area about what to do in case of a complaint. The number listed forwarded me to the same department that told me the same thing I was told about that's all we can do. They have not even provided me with the address of where my container will be located as of November 1st as requested by me on 9/28. I won't even know where my belongings are! We are in the process of emailing and writing to the physical address, as well. Any guidance and help you can provide is truly appreciated. We are at a loss of what else we can do. Thank you for your time and attention. [redacted]
Complaint: [redacted]
I am rejecting this response because: See attached documents for rejection.
Sincerely,
[redacted]
See attached.
Good Morning- I have reviewed your concerns regarding the handling of your claim. I do apologize that there was some miscommunication regarding the rental car. We have issued a settlement in the amount of $998.49 which was based on the appraisal report. I do understand this did not...
cover the cost of a rental car. We will authorize $30.00 a day for the rental car which is based on the contract in which your items were transported. We will pay for the rental car for the amount of days the car is being repaired. If you have already had the car repaired and had to get a rental car, please forward the receipt to [redacted]@unigroup.com. Thank you, [redacted] Claims Manager
Hello After reviewing this file, [redacted] has already addressed the rebuttal. She will be paying out for missing items. The customer is correct, the signature does not belong to her. Thanks!
Initial Business Response /* (1000, 12, 2015/04/29) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer's request for reimbursement in the amount of $1,350.00.
The customer is currently a Military member, however this...
was a personally procured move for his wife to Colorado.
They had a Straight Talk Price Assurance Estimate dated January 23, 2015; A Straight Talk Price Assurance Bill of Lading GPP1 W, which means that the final charges are based on the guaranteed weight which is noted on the estimate. This type of contract includes a weight allowance credit, if the actual weight is less than the estimate weight, in the amount of $39.00 per hundredth weight. The minimum weight for a move is 2,100 pounds, therefore the weight credit allowance will not go beneath the 2,100 pounds threshold.
The estimate weight was 2,550 pounds and the actual weight was 1,380 pounds. The customer was entitled to and did receive a weight allowance credit.
The weight allowance credit was as follows: 2,550 pounds - 2,100 pounds = 450 pounds divided by 100 = 4.5 x $39 per hundredth weight (cwt) = a credit weight allowance in the amount of $175.50. A credit card refund was processed to the customer on February 26, 2015 for this amount.
We cannot change the terms of his contract. In addition, we are not responsible for the difference that the Military did not reimburse to the customer. We respectfully deny his request for reimbursement in the amount of $1,350.00.
We have reached out the customer and discussed his move with him. We have apologized that we failed to meet the customer's expectations. We have offered him a $200.00 customer service gesture in the interest of customer service. The customer declined our offer.
Thank you for allowing me to respond to customer's complaint.
Complaint: [redacted]
I am rejecting this response because I already submitted the claim form to Mayflower on 8/20/17 and they even sent an inspector out on 8/31/17 to inspect the items that we claimed. If the Mayflower staff person had read my claim narrative in its entirety, they would have seen that this was already completed. I am even disappointed in their reply to this claim via Revdex.com. It reinforces my negative impression of the company's (lack of) commitment to quality and customer support.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/10) */
Without additional information, we are unable to search our interstate shipment records. Please have the customer forward a copy of their shipment paperwork (specifically the Bill of Lading/Contract containing an Order #) for further review. ...
In the event the customer fails to provide this requested documentation, we request that this complaint be removed from our record with the Revdex.com as "invalid." Thank you.
Initial Consumer Rebuttal /* (3000, 14, 2015/09/23) */
The company requested rental documents to be provided for their investigation, knowing full well that because I was not the renter that I would not have such documents and they could manipulate you into closing my complaint. No one seems to care about the fact that my credit card was used to pay for the rental of someone else! The only documentation I can provide is my credit card statements that show the company charging my card for a storage pod I did not rent, and did not authorize my card to pay these expenses.
I am attaching my credit card statements from December 2014 through April 2015 as proof of their charges to my card, the payment of those charges from my account, the lack of funds to cover these charges because this is my college card and is not supposed to be used for anything else due to extremely low income putting me far below the poverty level, and the additional fees and interest that accumulated ever month because of these unauthorized charges. These charges on my credit card have also impacted my credit report and credit rating.
What I expect is a letter of apology for mistakenly billing the wrong credit card for these charges, one copy for me, another for my bank, and copies for the three credit reporting agencies; along with a full refund of the unauthorized charges and the additional interest and fees that resulted from them, plus interest since it has been over six months since I brought this to their attention without resolution.
Please keep me informed regarding their response and the status of this investigation.
Thank you, [redacted]
PS: The original rep I spoke to about this problem was a woman named [redacted] who apologized for their mistake because when the one authorized payment for the rental set-up charges was processed, it was marked for automatic monthly rental payments instead of as a "one-time-only" payment. She told me that she would contact the renters to make arrangements with them for the payments and they would refund my money within 3-5 business days. When the money was not refunded in that time I called her back only to be told she no longer works there. Since they record their calls, I may need a subpoena for their recordings of our pre-arranged agreement to use my card for the one payment and the apology for the mistake and offer of a refund, plus one for [redacted] to testify about our discussion if this is not resolved immediately.
We are assigning another adjuster to review the concerns outlined in the complaint. Our final review will be completed by 10/28. Thank you, [redacted] Claims Manager
01-30-18: (10:05
am) ([redacted]) We have attempted to settle this complaint and the [redacted]’s
have been unreasonable. There are certain rules and regulations that we are
required in settling consumer complaints when it comes to moving household
items across state lines that involve weights, delivery dates, reimbursements, etc.
The consumer’s counter settlement was not within the guidelines that we must
follow by law. The bottom line here is that we made a good faith effort to
settle this complaint only to be rejected by the consumer. We are not amending any
of the language or dollars offered in our proposed settlement. As a result, from
our perspective, we are closing out this complaint as the settlement deadline
has passed.01-30-18: (10:05
am) (Mediator) Left [redacted] a voice message that the consumer will
not agree with the final settlement offer and they are walking away from any
potential settlement.
Attached is the contract. The delivery date was supposed to be no later than 06/20/2016. The overflow shipment did not arrive until July 3rd, 2016, which is 13 days past the guaranteed delivery date.
Initial Business Response /* (1000, 5, 2015/10/16) */
I have reviewed the complaint filed by [redacted] and [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 the Bill of Lading signed by the [redacted]'s, Full Value Protection for their move was waived and they opted for the lower coverage of .60 cents per pound. The Bill of Lading states, "Option 2 WAIVER of Full (Replacement) Value Protection. This LOWER level of protection is provided at no additional cost beyond the base rate; however it provides only MINIMAL protection that is considerably less than the average value of household goods. Under this option, a claim for any article that may be lost, destroyed, or damaged while in your mover's custody will be settled based on the weight of the individual article multiplied by 60 cents."
The [redacted]'s cite several concerns regarding the handling of their claim, which includes lost boxes, damage to a dining room chair, sewing cabinet, and ornamental statues. All items claimed as damaged by the customer were paid out per the level of valuation chosen. This includes the dining room chair, sewing cabinet and statues. Two items were denied; one missing box and an antique phonograph. The missing box was denied because the [redacted]'s checked and signed for receipt of all items on their inventory control form at the time of delivery. Without evidence to indicate that United failed to deliver the box, United must deny reimbursement for that item. The phonograph was denied because the damage claimed was listed as pre-existing damage on the inventories. All of the other items claimed were paid at .60 cents per pound, which totaled $240.00. Under the Bill of Lading signed by the [redacted]'s, United does not owe for full replacement of the damaged items.
United has handled the [redacted]'s claim within the parameters of the Bill of Lading signed by the customer.
I first want to say thank you for allowing United Van Lines the opportunity to address your concerns. Your Revdex.com complaint was registered on 3/16/2016 and we issued an additional settlement on 3/21/2016 which covers several of the items that you mentioned in your complaint. We also issued...
a settlement for the washing machine. We did not accept liability for the TV because we have no evidence the item was damaged while in transit. There were no signs of impact that would indicate carrier mishandling, however, the assigned adjuster will review the information regarding the tilt detector to see if it indicates the box was tilted. We do appreciate your patience and we apologize that your claims experience did not meet your expectations.[redacted]Claims Department
Initial Business Response /* (1000, 9, 2015/11/09) */
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 tariffs incorporated...
therein, this entire transaction is governed exclusively by applicable federal law. Notwithstanding exclusive federal jurisdiction over the transaction in question, it is United's policy to cooperate fully with any inquiries made by state regulatory or consumer protection agencies.
United has re-opened Mr. [redacted]' claim so that the disputed items can be re-evaluated by an adjuster. If no one has contacted Mr. [redacted] in 7 to 10 business days, he is encouraged to call the Claims Department toll free number at X-XXX-XXX-XXXX and ask to speak to his assigned adjuster.
Initial Consumer Rebuttal /* (2000, 11, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
At this time I accept the resolution however will reserve final judgement until after discussing the case with United's Claims Department. Thank you for your time.