UniGroup

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]

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, 2015/08/06) */
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

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.

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!

Initial Business Response /* (1000, 5, 2015/10/06) */
I have reviewed the complaint filed by the customer.
Since the customer's shipment was transported across interstate-lines in interstate commerce pursuant to an interstate Bill of Lading and United's published operating tariffs incorporated...

therein, this entire transaction is governed exclusively by applicable federal law. Notwithstanding exclusive federal jurisdiction over the transaction in question, it is Mayflower's policy to cooperate fully with any inquiries made by state regulatory or consumer protection agencies.
The customer cites concerns over the denial for reimbursement of items the customer states were damaged during transit. The following items are being disputed:
1. Speakers - Item #59 is the only speaker listed on the claim form. The descriptive inventories that were completed at origin list the condition of this speaker as, "Mechanical condition unknown, torn, badly worn, soiled." Colonial Woodworks, Inc. was the repair firm assigned by Mayflower to inspect all items that were claimed as damaged on Mr. [redacted]' claim form. The damage listed by Colonial Woodworks matches the damages listed as pre-existing on the origin inventories; therefore, the denial for Item #59 will remain. Colonial Woodworks also noted in their report that another speaker and speaker kicker were being added onto the claim. These additional items were not addressed by the adjuster; therefore, the claim will be reopened to address these additional items.
2. Upright vacuum - The customer noted on their claim form that the vacuum was "broken". Colonial Woodworks noted in their report that there was no external damage to the item. The origin inventories lists the item (at origin) as "mechanical condition unknown, solid, marred bottoms." Section 4 of the Contract Terms and Conditions of the Bill of Lading, which was signed by the customer, states that the carrier is not liable for mechanical function of defect of an item. The denial for this item will remain.
3. Chest freezer - The customer noted on their claim form that the freezer was "bent". The origin inventories list the item (at origin) as "mechanical condition unknown, badly dented and bent all over." The damage noted by Colonial Woodworks matches the damage listed as pre-existing on the origin inventories; therefore, the denial for the item will remain.
4. Flat screen 55" television - The customer listed the damage on the claim form as "screen". The origin inventories state that the item was packed by the customer and wrapped in bubble wrap. There was no carton damage noted on the claim form. When a customer packs their own cartons, the van operator has no knowledge of the condition of the contents. The origin inventories also list the item as "mechanical condition unknown". Since the customer packed this item on their own and the condition at origin was listed as "mechanical condition unknown", the denial for this item will remain.
5. Mattress - This item was listed on the claim form as "loss", meaning it was missing. Colonial Woodworks noted in their report that the mattress was found by the customer.
6. Xbox One - This item was listed on the claim form as "loss", meaning it was missing. The customer did not make any exceptions to this item at the time of delivery on the inventory control form. There is no carrier liability without evidence this was lost while in the care, customer and control of the carrier. The denial for this item will remain.
7. Weber grill cover - Colonial Woodworks noted this item as an "add on". It appears that the adjuster did not address this item; therefore, the claim will be reopened to address.
8. Troy Bilt mower - Colonial Woodworks noted this item as an "add on". It appears that the adjuster did not address this item; therefore, the claim will be reopened to address.

See attached.

Initial Business Response /* (1000, 5, 2015/10/22) */
I have reviewed the complaint filed by [redacted].
Since the [redacted] shipment was transported across interstate-lines in interstate commerce pursuant to an interstate Bill of Lading and Mayflower's published operating tariffs incorporated...

therein, this entire transaction is governed exclusively by applicable federal law. Notwithstanding exclusive federal jurisdiction over the transaction in question, it is Mayflower's policy to cooperate fully with any inquiries made by state regulatory or consumer protection agencies.
Ms. [redacted] lists items in her complaint that were not included in her initial claim filed on September 17, 2015. The adjuster is waiting for Ms. [redacted] to complete a claim form so that the claim can be properly processed. Additionally, Ms. [redacted] filed a police report for her stolen items and the police officer assigned to her case has indicated that the case is still open. Ms. [redacted] is encouraged to contact her adjuster to discuss the add-ons to her claim and confirm what paperwork is needed to move the handling of her claim forward. The claims department can be reached at X-XXX-XXX-XXXX.

Initial Business Response /* (1000, 5, 2015/11/25) */
Since the [redacted] shipment was transported across interstate-lines in interstate commerce pursuant to an interstate Bill of Lading and Mayflower's published operating tariffs incorporated therein, this entire transaction is governed exclusively by...

applicable federal law. Notwithstanding exclusive federal jurisdiction over the transaction in question, it is Mayflower's policy to cooperate fully with any inquiries made by state regulatory or consumer protection agencies.
The customer cites concerns over lack of communication by her claims adjuster. A settlement letter was sent to the customer on 11/17/15. The customer then contacted the adjuster on 11/24/15 to dispute the settlement. The adjuster asked the customer to submit documentation for the disputed items. The customer was also provided information on Mayflower's dispute resolution process, which is arbitration. Since the filing of the complaint Mayflower has remained in contact with the customer and considers the matter resolved.

Thank you for allowing us an opportunity to address your outlined concerns.  We have reviewed your concerns regarding the missing items and we reviewed the signed moving documents associated with your move.  After a careful examination of the delivery documents, specifically the Inventory...

Control Form, we found that you waived your rights to do a check off of the items as they were being received.  There were no notations for missing cartons or for any opened cartons with indications of tampering or pilferage.  Without the notations of missing items, Mayflower has no evidence of carrier mishandling and Mayflower will maintain the denial.   Since you disagree with our position as outlined, Mayflower participates in an independent arbitration program available through the American Moving and Storage Association (AMSA). Please include the following items when requesting arbitration: ? The name, address, phone number and email address of the person(s) under which the shipment moved. ? Your name, address, phone number and email address if different from above. ? The carrier name (Mayflower Transit, LLC). ? The order number for the shipment. ? The pick up and delivery dates for the move. ? The monetary value of the loss and damage claim. Please send the above information to: American Moving and Storage Association (AMSA) ATTN: Dispute Settlement Program [redacted] Alexandria, VA 22314 Phone [redacted] Fax: [redacted] Web address: moving.org (you can print an arbitration form to submit your request) Important points to remember about submitting a claim to arbitration: ? Arbitration is offered at no charge. ? The entire claim must be submitted for arbitration. ? Your letter of notification to the AMSA must be received within 90 days from the date of this letter. ? You may be asked to return any settlement amounts previously issued. ? You may be asked by AMSA to send supporting documentation. Do not send documentation with your initial request. ? Please be aware that the decision of the arbitrator is binding. Thank you,
[redacted] Claims Manager UniGroup [redacted] Fenton, MO 63026 [redacted] Fax #: [redacted]

Initial Business Response /* (1000, 5, 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.

Complaint: [redacted]
I am rejecting this response because the response Mayflower gave is a canned response and not acceptable. They are not taking any responsibility for the damage they did to my furniture. I have attached photos of the cushions the essentially ripped off the couch. Any expert mover or even an inexperienced mover would know these cushions were not meant to be removed. The couch was less than four years old and in a controlled environment. The couch was in perfectly fine condition minus some cat scratches before it was destroyed. I am no longer able to use this couch because the cushions will not stay in place.additionally they were incorrect n their statement that I did not contact the AMSA. I had done that and received a response. Pin order to be completely satisfied I will except nothing than full reimbursement for the couch. This is what they say you will get in the contact you sign with them when you sign on for the insurance. Which happened to be part of my overall quote and I did not have the option to opt out. 
Sincerely,
[redacted]

We have reached a settlement agreement with the customer will be issuing a settlement check in the amount of $188.57 as a customer service gesture to amicably resolve her claim.  The adjuster will process the check by the end of the week. Thank you. [redacted] Claims Manager

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

Thank you for allowing us an opportunity to address your concerns.  The claim settlement that was offered was within the coverage and guidelines of your move and the adjuster was correct in denying the items that were disposed of prior to Mayflower having the legal right to inspect the...

items.  However, has a customer service gesture and to amicably resolve your claim, we will offer a settlement for the amounts claimed and issue a settlement check for $352.59.   Thank you,   [redacted]

This was paid August 26, 2017 in the amount of $54.00.

Initial Business Response /* (1000, 7, 2015/12/09) */
Contact Name and Title: [redacted] Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@unigroup.com
Since the customers shipment was transported across interstate-lines in interstate commerce pursuant to an interstate...

Bill of Lading and Mayflower's published operating tariff's incorporated therein, this entire transaction is governed exclusively by applicable Federal law. Notwithstanding exclusive Federal jurisdiction over the transaction in question, it is Mayflower's policy to cooperate fully with any inquiries made by state regulatory or consumer protection agencies.
Shortly after the customer filed the complaint, his claim was settled and closed. A check was issued to the customer on 11/13/15. Two of the customer's items were paid as claimed and the other items were repaired. If the customer has any questions regarding his settlement, he is encouraged to contact his claims adjuster at Mayflower.

Good Afternoon-   We would like to work with you to address your concerns.  However, we can not begin the claims process until a claim has been filed.  Please let me know once you have filed your claim and we will assign your claim to a team of adjusters who will then explain the claims process.   Thank you,   [redacted]   Claims Manager UniGroup

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]

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!