Complaint: [redacted]
I am rejecting this response because:The adjuster has not been in recent contact with us as we have not heard from our adjuster in 16 business days (despite several emails and calls to the call center requesting we be contacted and updated). We also have not received any communication from the managers with whom we left voice mail messages. The only communication we have had has been with the call center representatives who have heard and recorded our complaints, and at times, forwarded us to two different managers'voice mails.We will consider this complaint resolved after we have reviewed the settlement outline and settled our claim (to include receiving payment). The reason for this is that it seems the only way to get a timely response from this company is to have the Revdex.com as a proxy. A FMCSA complaint is the next step if we have not received the carrier's settlement outline by close of business on the 10th day (or sooner) from the Claims Manager's proposed solution.
Sincerely,
[redacted]
We are maintaining our decision on the file. The below shows the value of the bike. If the customer has something showing value being more, the customer will need to provide. Our decision and offer remains. We will not pay more than what the bike is worth without taking it for salvage. Our offer is fair.
We do apologize that your claims experience has not met your expectations. We have reviewed your claim and we will be maintaining our settlement position which were outlined in our settlement letter. However, we would appreciate an opportunity to address your concerns for specific...
items. Please submit a written rebuttal that outlines each item you're not in agreement with and why do you not agree. Also, please submit any documentation that supports your concerns and we will gladly review the information to see if any adjustments can be made.
Complaint: [redacted]
I am rejecting this response because: I have called still many times and each time they have stated that [redacted] will get back to me. also I have been told before that they have found someone to inspect my items and they lied to me.. I have talked to another person there and asked him who the company was that is going to do the inspection and nobody seems to know. Again I have left messages for [redacted] to return my call so I can ask the same question.. The email I received just states that they found someone and if they don't contact me by Wednesday to call them back .. It never stated who, when or what time... Ive called back to only fall upon deaf ears. I truly believe they are just snowballing me with lies.. If they found someone then why is it such a mystery as to who it is? at this time there is still know response. When I did speak with Mr. [redacted] he assured me that [redacted] would return my call by end of the day.. Its always end of the day. Still no reponce. I would like to find out who this mystery company is that's going to inspect. I surely believe they are just plain lying.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I have dealt with numerous companies during our move from Illinois to Florida. The only company who I signed a contract with that gave us zero service was Mayflower. They loaded our belongings on 10/28 & 10/29 and...
told us we would have them no later than 11/10. Not once before 11/14 did anyone from Mayflower pick up a phone and call us about the status of our shipment. I had to make the first call to Mayflower on 11/2, when they returned my call they didn't tell me our belongings were still in storage. We were not told the complete truth. The only time someone from Mayflower called me first about the status of our shipment was the driver on 11/14. This is the least professional company I have ever dealt with. It's really sad that consumers like myself have to accept this as ethical business practices.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/17) */
Since the customer's shipment was transported across interstate lines in interstate commerce pursuant to an interstate Bill of Lading and Mayflower Transit, LLC ("Mayflower") published operating tariffs incorporated therein, this entire...
transaction is governed exclusively by applicable federal law. Notwithstanding exclusive federal jurisdiction over the transaction in question, it is Mayflower's policy to cooperate fully with any inquiries made by state regulatory or consumer protection agencies.
The customer raises concerns about items that were damaged during transit. To date, a claim has not been filed. We encourage the customer to visit www.mayflower.com and file a claim online, or call the Claims Department at X-XXX-XXX-XXXX and request a claim form be sent to her attention. Once the claim is filed, an adjuster will be assigned and a repair firm will be sent to inspect the damaged items.
With respect to the service issues, the customer is requesting a full refund of the move. The customer had an on Point Price Certainty order for service/Bill of Lading GPP1-NW; which means the final audited charges are based on the bound transportation services; and all items and services noted on the Order for Service/Bill of Lading are bound. No refund or credit is due to the customer on this type of contract.
We apologize for the frustration the customer has experienced regarding the delay of the transport of his shipment to Texas. However, due to the high volume of shipments transporting during Peak Season (5/13 thru 9/15) 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 7/27/15 - 8/10/15. The shipment delivered to the customer on 8/14/15. However, the shipment did not qualify for delay benefits because it did not meet the 3,500 pound weight requirement and also delivered to a storage facility.
Because a backpack was inadvertently packed at origin that the customer had intended to take with her, in the interest of customer service, we offered the customer a $400 customer service gesture as an apology and she accepted.
Thank you for allowing us to respond to the customer's complaint.
Initial Business Response /* (1000, 5, 2016/01/19) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer's residential property damage claim to their floors.
The agency involved had previously denied their claim. However,...
as of January 14, 2016 they have submitted the customer's claim to their Insurance Carrier for review and to make a final determination.
I have included the Insurance Carrier's information for the customer's convenience. If they have any further questions, please contact the Insurance Carrier as follows:
GALLAGHER SKS / ALLIANZ GLOBAL CORPORATION
[redacted] - Adjuster [redacted]
We apologize for the delay and regret that we failed to meet the customer's expectations.
Thank you for allowing me to respond to customer's complaint.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The decision for the business to transfer their responsibility to their insurance carrier in no way resolves my complaint. When the business or their insurance carrier contacts me for complaint resolution I will reconsider my position. Once the damage is fixed or the claim is paid I will mark my complaint as resolved, not before then.
Our customer purchased an interstate move to Florida and began storing their belongings in a container in our Hyattsville Maryland warehouse in March of 2016. Over the last six months we lost the ability to continue to provide storage inside this warehouse. The containers are designed to be stored outside and we are able to hold the container in a secure gated area on site until Ms [redacted] instructs us to ship it to destination. We can move the container to Florida now and store indoors as was the original design. We can deliver locally so that Ms [redacted] can secure alternate storage in the MD area. We apologize for the inconvenience and look forward to a quick resolution. · Ms. [redacted] has entered into an interstate moving agreement with United, as evidenced by the United Bill of Lading; · Interstate moving agreements, like Ms. [redacted]’, are governed by federal law and regulation and the terms of the United Bill of Lading, including those found in United’s published tariff (which is referenced in the Bill of Lading Terms & Conditions); · Under the interstate moving agreement, Ms. [redacted] asked United to store her property inside of a warehouse while she decides upon a new destination location; United agreed to do so, but United has certain rights under the applicable law and United’s tariff, including: o The right to select the location of the storage warehouse; o The right to offer outside warehouse storage (for a corresponding different storage charge assessed to Ms. [redacted]) if inside warehouse becomes unavailable; and o The right to decide to terminate the interstate moving agreement if the storage continues for more than 180 days. · United recently received notice that it will no longer have available inside warehouse storage available in the city where Ms. [redacted]’ shipment is located after November 1, 2017. o United has provided Ms. [redacted] notice that it will no longer be able to offer inside storage warehouse service available after that date and offered her options, including: § Outside warehouse storage in the area where her shipment is currently being stored; § Allowing her to terminate her interstate moving agreement with United and remove her property from United’s storage container; or § Providing United with a firm, final destination city so that United can move Ms. [redacted]’ shipment to that city and arrange for storage until her final destination residence will become available. o Ms. [redacted] has rejected all of these options and made demand for numerous services and refunds that are not permitted under applicable federal law. · United regrets that it will no longer be able to offer the service requested by Ms. [redacted] and remains willing to work with her to find a reasonable solution; however, United remains obligated to comply with applicable federal law and the terms of the agreement. [redacted] Director, Transport Solutions
See attached
Complaint: [redacted]
I am rejecting this response because:The adjuster has not been in recent contact with us as we have not heard from our adjuster in 16 business days (despite several emails and calls to the call center requesting we be contacted and updated). We also have not received any communication from the managers with whom we left voice mail messages. The only communication we have had has been with the call center representatives who have heard and recorded our complaints, and at times, forwarded us to two different managers'voice mails.We will consider this complaint resolved after we have reviewed the settlement outline and settled our claim (to include receiving payment). The reason for this is that it seems the only way to get a timely response from this company is to have the Revdex.com as a proxy. A FMCSA complaint is the next step if we have not received the carrier's settlement outline by close of business on the 10th day (or sooner) from the Claims Manager's proposed solution.
Sincerely,
[redacted]
We are maintaining our decision on the file. The below shows the value of the bike. If the customer has something showing value being more, the customer will need to provide. Our decision and offer remains. We will not pay more than what the bike is worth without taking it for salvage. Our offer is fair.
We do apologize that your claims experience has not met your expectations. We have reviewed your claim and we will be maintaining our settlement position which were outlined in our settlement letter. However, we would appreciate an opportunity to address your concerns for specific...
items. Please submit a written rebuttal that outlines each item you're not in agreement with and why do you not agree. Also, please submit any documentation that supports your concerns and we will gladly review the information to see if any adjustments can be made.
Complaint: [redacted]
I am rejecting this response because: I have called still many times and each time they have stated that [redacted] will get back to me. also I have been told before that they have found someone to inspect my items and they lied to me.. I have talked to another person there and asked him who the company was that is going to do the inspection and nobody seems to know. Again I have left messages for [redacted] to return my call so I can ask the same question.. The email I received just states that they found someone and if they don't contact me by Wednesday to call them back .. It never stated who, when or what time... Ive called back to only fall upon deaf ears. I truly believe they are just snowballing me with lies.. If they found someone then why is it such a mystery as to who it is? at this time there is still know response. When I did speak with Mr. [redacted] he assured me that [redacted] would return my call by end of the day.. Its always end of the day. Still no reponce. I would like to find out who this mystery company is that's going to inspect. I surely believe they are just plain lying.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I have dealt with numerous companies during our move from Illinois to Florida. The only company who I signed a contract with that gave us zero service was Mayflower. They loaded our belongings on 10/28 & 10/29 and...
told us we would have them no later than 11/10. Not once before 11/14 did anyone from Mayflower pick up a phone and call us about the status of our shipment. I had to make the first call to Mayflower on 11/2, when they returned my call they didn't tell me our belongings were still in storage. We were not told the complete truth. The only time someone from Mayflower called me first about the status of our shipment was the driver on 11/14. This is the least professional company I have ever dealt with. It's really sad that consumers like myself have to accept this as ethical business practices.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/17) */
Since the customer's shipment was transported across interstate lines in interstate commerce pursuant to an interstate Bill of Lading and Mayflower Transit, LLC ("Mayflower") published operating tariffs incorporated therein, this entire...
transaction is governed exclusively by applicable federal law. Notwithstanding exclusive federal jurisdiction over the transaction in question, it is Mayflower's policy to cooperate fully with any inquiries made by state regulatory or consumer protection agencies.
The customer raises concerns about items that were damaged during transit. To date, a claim has not been filed. We encourage the customer to visit www.mayflower.com and file a claim online, or call the Claims Department at X-XXX-XXX-XXXX and request a claim form be sent to her attention. Once the claim is filed, an adjuster will be assigned and a repair firm will be sent to inspect the damaged items.
With respect to the service issues, the customer is requesting a full refund of the move. The customer had an on Point Price Certainty order for service/Bill of Lading GPP1-NW; which means the final audited charges are based on the bound transportation services; and all items and services noted on the Order for Service/Bill of Lading are bound. No refund or credit is due to the customer on this type of contract.
We apologize for the frustration the customer has experienced regarding the delay of the transport of his shipment to Texas. However, due to the high volume of shipments transporting during Peak Season (5/13 thru 9/15) 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 7/27/15 - 8/10/15. The shipment delivered to the customer on 8/14/15. However, the shipment did not qualify for delay benefits because it did not meet the 3,500 pound weight requirement and also delivered to a storage facility.
Because a backpack was inadvertently packed at origin that the customer had intended to take with her, in the interest of customer service, we offered the customer a $400 customer service gesture as an apology and she accepted.
Thank you for allowing us to respond to the customer's complaint.
Initial Business Response /* (1000, 5, 2016/01/19) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer's residential property damage claim to their floors.
The agency involved had previously denied their claim. However,...
as of January 14, 2016 they have submitted the customer's claim to their Insurance Carrier for review and to make a final determination.
I have included the Insurance Carrier's information for the customer's convenience. If they have any further questions, please contact the Insurance Carrier as follows:
GALLAGHER SKS / ALLIANZ GLOBAL CORPORATION
[redacted] - Adjuster [redacted]
We apologize for the delay and regret that we failed to meet the customer's expectations.
Thank you for allowing me to respond to customer's complaint.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The decision for the business to transfer their responsibility to their insurance carrier in no way resolves my complaint. When the business or their insurance carrier contacts me for complaint resolution I will reconsider my position. Once the damage is fixed or the claim is paid I will mark my complaint as resolved, not before then.
Our customer purchased an interstate move to Florida and began storing their belongings in a container in our Hyattsville Maryland warehouse in March of 2016. Over the last six months we lost the ability to continue to provide storage inside this warehouse. The containers are designed to be stored outside and we are able to hold the container in a secure gated area on site until Ms [redacted] instructs us to ship it to destination. We can move the container to Florida now and store indoors as was the original design. We can deliver locally so that Ms [redacted] can secure alternate storage in the MD area. We apologize for the inconvenience and look forward to a quick resolution. · Ms. [redacted] has entered into an interstate moving agreement with United, as evidenced by the United Bill of Lading; · Interstate moving agreements, like Ms. [redacted]’, are governed by federal law and regulation and the terms of the United Bill of Lading, including those found in United’s published tariff (which is referenced in the Bill of Lading Terms & Conditions); · Under the interstate moving agreement, Ms. [redacted] asked United to store her property inside of a warehouse while she decides upon a new destination location; United agreed to do so, but United has certain rights under the applicable law and United’s tariff, including: o The right to select the location of the storage warehouse; o The right to offer outside warehouse storage (for a corresponding different storage charge assessed to Ms. [redacted]) if inside warehouse becomes unavailable; and o The right to decide to terminate the interstate moving agreement if the storage continues for more than 180 days. · United recently received notice that it will no longer have available inside warehouse storage available in the city where Ms. [redacted]’ shipment is located after November 1, 2017. o United has provided Ms. [redacted] notice that it will no longer be able to offer inside storage warehouse service available after that date and offered her options, including: § Outside warehouse storage in the area where her shipment is currently being stored; § Allowing her to terminate her interstate moving agreement with United and remove her property from United’s storage container; or § Providing United with a firm, final destination city so that United can move Ms. [redacted]’ shipment to that city and arrange for storage until her final destination residence will become available. o Ms. [redacted] has rejected all of these options and made demand for numerous services and refunds that are not permitted under applicable federal law. · United regrets that it will no longer be able to offer the service requested by Ms. [redacted] and remains willing to work with her to find a reasonable solution; however, United remains obligated to comply with applicable federal law and the terms of the agreement. [redacted] Director, Transport Solutions