UniGroup

Hello Shipper has already been paid $54.00 to settle the file. File has been closed and shipper has been contacted. Thank you!   [redacted]

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]
 
[redacted]
[redacted]  [redacted]
 
[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2015/10/22) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of Mayflower Transit LLC regarding the customer's request for $1,300.00 delay benefits.

While it is Mayflower Transit LLC intent to load each shipment onto one...

truck, there are times when it becomes necessary to divide a shipment among two or more trucks.
This can happen when the shipments that are loaded prior to the next pick up are greater than estimated taking up space set for the next pick up. This can be caused by additional items being added, bulkier items loaded, or a customer decides to take more than what was estimated.
Rather than jeopardize the entire shipment from being delivered late, the driver is to load essentials on the first truck so that a customer can set up their household.
Beds are considered to be essentials and it is our policy to load all beds on the main portion. However, on this move the customer instructed the driver to leave the guest bedroom set behind in the overflow portion.
The customer had a delivery spread of October 1, 2015 to October 8, 2015. The main portion arrived on October 1, 2015 and the overflow portion delivered on October 21, 2015.
The overflow portion does not qualify for delay benefits. However, we went outside the guidelines and offered the customer a $500.00 good will gesture as an apology.
The $500.00 customer service gesture will be our Full and Final Settlement and will have no impact on Cargo claims. To date the customer has not responded to accept or decline the offer.


Thank you for allowing me to respond to customer's complaint.

Initial Business Response /* (1000, 5, 2016/02/05) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer's complaints. The customer is requesting compensation because the shipment delivered late.
The customer shipment was...

loaded and placed in origin Storage on November 20, 2015. The customer's estimate had a delivery spread of January 4, 2016 through January 9, 2016.
The customer contacted our offices on January 4, 2016 after arriving at destination requesting an estimated time of arrival. Unfortunately, due to an oversight, the shipment had not been scheduled. The shipment was not loaded from the warehouse until January 13, 2016 and delivered to the customer on January 22, 2016.
The delay benefits began at 5:00pm on January 9, 2016 and ended upon delivery January 22, 2016. The customer was entitled to the delay benefits of $100.00 daily allowance per their contract.
We mailed a delay claim settlement check #480906 today in the amount of $1,300.00 for 13 days delay, which has no impact on cargo claims.
We have apologized for the delay and regret that we were unable to meet the customer's expectations.

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, 6, 2015/11/11) */
*** ***'s complaint, filed with your office on November 4, 2015 has been referred to Mayflower Transit, LLC ("Mayflower") for review and response. The issues which are subject of this complaint were initially raised by Mrs. *** with the local...

agent in October. The local agent conducted an investigation into the issues raised and on November 6, 2015 provided an email settlement proposal to Mrs. *** to resolve this dispute. Per Mrs. ***'s November 6, 2015 email she confirmed receipt of this offer and her acceptance of the offer to resolve this dispute.

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]

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.

Please see attached response for Revdex.com Complaint ID[redacted] Hime [redacted]. Thank you,
[redacted]

We did not accept or reject the business response since we are awaiting the outcome of their adjustor's evaluation which they stated would be finished by 10/28.

Initial Business Response /* (1000, 8, 2015/08/25) */

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.

Customer is seeking refund for the move and to be compensated for missing items. Inventory Control Form at destination was checked off as all items received and signed by the shipper and hauler at destination.  The customer initially claimed $100 of missing items on their claim form, but when...

the inspection was written, the customer then claimed $3000 of missing items.  However, there was no notation of any tampering of the container and no photos of a tampered container.  Again, customer signed that all items were received and items were checked off. Missing items were denied appropriately.  We do not owe for missing items.   Please see attachment showing the Inventory Control Form. Thanks!

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]

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.

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

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.

Please see our attached response for Revdex.com Complaint ID[redacted]. If you have any questions, please let me know. Thank you, [redacted]

We have emailed Ms. [redacted] a full and final settlement Release today that will need to be signed before we can issue our settlement.

Hello We agreed to settle this file at 50k dollars and customer has accepted that settlement offer. Thanks!