USA Van Lines

[redacted] notified us that she had not received the package and we checked with our associate responsible for the mail. After fixing the information, we immediately put in out and contacted [redacted] with the tracking number for her package. Within 2-3 days at most, the box should be in her possession. Thank You

To whom it may concern,Per [redacted] contract, thecompany was responsible to pack at origin and disassemble requested items. Weprovide disassembling services upon customers request but the items will not bereassembled if they exceed 6-8 screws. Only the basic items are accounted for. Reassembling...

services are notincluded in the overall services provided, and if requested are charged a separatefee which was not applied to [redacted] account; Hence we in debt of no crediton his behalf. Thank You

Good Afternoon, [redacted]We apologize for the delay with delivering your items, I assure you they are on a truck, safe, and in great condition. They will be delivered to you next week between Wednesday and Friday and we will be giving you a call to confirm the day before we deliver. Our...

driver will be giving you a call also. Again, I deeply apologize for such a delay.

[redacted] did get in contact with us and spoke to an agent is dispatch whom filed the report and informed the customer that the items will be search and sent over with the next truck out. We also provided the claims department number so that an official report can be made and the damaes will be assed...

and reimbursed based on our basic insurance policy. As stated on the previous conversation we had with the customer, the TV was loaded on a truck that left on the 25th and the driver will call once close enough to drop off site to confirm the time of delivery. As for the rest the customer has to call the number given or go online at [redacted]to complete the form and mail over so the process can continue.Thank You

September 9, 2015Re: Complaint ID [redacted]To whom it may concern,[redacted] has spoken to a minimumof at least two customer service agent based on the notes in our system andthat at three different occurrences. As stated per contract, the bindingestimate does not...

include additional services that are provided on an “asneeded” basis. Services such as long carry, shuttle service and in [redacted]’scase, flight of stairs, are charged on site if exceeding the amount of 8 stepswhich we provide for free.Additionally, [redacted]’s finalinventory list came up to 34 pieces, a total of 430cf which exceeds herestimate based on the items given. The customer might have not change her list,but compared to the list, description and measurements given, the customer’sshipment was bigger than what we were initially told. Although, the excess wascharged as well as the flight of stairs, it was all done within the agreed rateof $3.85/cf. As far as delivery, due to thelocation of pickup and address for delivery, we request 3-14 business days todeliver. And have a 21 business days policy for a guaranteed delivery date.However, [redacted], as told when spoken to during our last conversation dated of9/8/2015, is to expected delivery anywhere between Thursday and Saturday. Thedriver will call her personally 12-24 hours prior to the drop off of her items.Thank You

[redacted] was charged based on the amount of items that they moved which gave them a larger measurement of cubic footage compared to that requested by customer on time of estimate. However, the same tarriff was used to calculate his price so that he would be charged any more than what he agreed...

to. We will make corrections on our part as far as our employees and apologize for any misconduct.The email requested was sent immediately after it was requested, the problem was that their was a miscommunication in the email provided hence the customer hadn't received the email. We did not find out until we placed a follow up call which is when the customer complained about not receiving the email, once we went over the information he gave us, we fixed the problem and he received the email on that same day.

Good AfternoonWe have reviewed the customer's complaint and we have reached an understanding. To go into further detail, at the time of pick up, [redacted] wanted to add more items (which he is allowed to do), but did not want to pay an increased amount based on the items given. He, thenafter,...

cancelled because he was displeased with this news. The deposit that he gave us upon pick-up is non-refundable and that was explained in the email that we sent him. That same e mail is also attatched to this response.I do hope we can reach an understanding.Thank You, Michael G[redacted]

[redacted] was told of the discount only because she qualified at the time due to the amount she initially wnated to move. At the time of pickup, the measurements exceeded what was initially given and caused her not to qualify for the promotion anymore and this was also told too [redacted] although she disagreed. The 10 business days policy starts if and when the company doesn't arrive at the requested time of delivery than, we have up to 10 business days to complete the delivery for [redacted] area. At the time of delivery we understand that she couldn't stay and supervise the drop off which was fine but the driver also couldn't wait for too long having more stops to get to for the day. [redacted] shipment wasn't big enough to fill up a truck, hence we consolidate our shipment according to their places of deliveries. When [redacted] called to let us know that the driver had left, we extended our apologies for his hastiness and told her we would submit the final bill of lading to her with proof of payments. the driver was already to far by the time she notified us and would have delayed the shipment of other customers if he had to turn around. As far as missing items, [redacted] has yet to call the office to report any missing items so that we may look for them. And if the items were places inside a bin, box or such, we would not have access to it since we do not open the customers packed items.

To make a formal report customer must either email/mail us a formal letter or direclty contact our claim's department at [redacted] An agent will take the report and start an investigation. Once the initial work done, the customer will be contacted and work with until a mutual agreement is...

met. Thank you

Complaint: [redacted]
I am rejecting this response because:
I spoke with Tiffany in dispatch on Nov 11th and she stated the tv would be shipped via [redacted] and provided the tracking number #[redacted] (I even read the number back to her to verify). As of this time the tracking number is invalid???  I will give them until Wednesday! Otherwise I want the money to replace the tv: $183.00 per my receipt!  It has been 4 weeks since I moved in here, I believe I am entitled to receive my property in a timely manner!! 
Regards,
[redacted]

Good Afternoon [redacted]I sincerely apologize for the confusion on our end with the delivery date. I'd like to start by pointing out that while you did request a delivery date, we have up to 21 business days to deliver from that date. I do apologize for that inconvenience. As for you...

items that were broken and missing can you please send us pictures of those that are broken and a list of items missing to [redacted]We would like to help out in any way we can. Thank you

Complaint: [redacted]
I am rejecting this response because:I asked where my goods are currently located. What city are they in? I hope you are not lying like you've done the last 2 times when the delivery was promised.
Regards,
[redacted]

To whom he may concern,[redacted] is the sole person that can file a claim for his damages. The information that he needs to do so, has been communicated to him by phone and via email with both numbers and contact person that he needs. [redacted] is responsible for filing and following up with the documents that will be requested from him to support his claim. Once that is done, the claims department will work on a settlement which the customer will have to either approve or deny prior to the company sending him due payments. Then and only then are we able to resolve the claim. All the needed paperwork on our side has been submitted. Claims can take up to 90 days to come to a resolution depending on the case and the time frame the documents are provided by customer. Thank You

Good Aternoon I have reviewed [redacted] complaint and I understand her concern. What I would like to point out to [redacted] is that the long carry charge is a charge for it being carried into vacility. We make customers...

aware that the first 75ft from the truck to where you would like items to be unloaded is free, an additional fee of 75 per 75 ft will apply therafter. That is part of our contract is availabe to sign and was signed by [redacted].  I would like to send out my sincerest apologies if the professionalism of our employees was not up to par. we do not runbusiness that way. As for the bed, please feel free to call us at your earliest convenience so we can discuss the replacement of your it at [redacted]Thank You,Michael G[redacted]

September 9, 2015Re: Complaint ID [redacted]To whom it may concern,[redacted] has spoken to a minimumof at least two customer service agent based on the notes in our system andthat at three different occurrences. As stated per contract, the bindingestimate does not include additional services that are...

provided on an “asneeded” basis. Services such as long carry, shuttle service and in [redacted]’scase, flight of stairs, are charged on site if exceeding the amount of 8 stepswhich we provide for free.Additionally, [redacted]’s finalinventory list came up to 34 pieces, a total of 430cf which exceeds herestimate based on the items given. The customer might have not change her list,but compared to the list, description and measurements given, the customer’sshipment was bigger than what we were initially told. Although, the excess wascharged as well as the flight of stairs, it was all done within the agreed rateof $3.85/cf. As far as delivery, due to thelocation of pickup and address for delivery, we request 3-14 business days todeliver. And have a 21 business days policy for a guaranteed delivery date.However, [redacted], as told when spoken to during our last conversation dated of9/8/2015, is to expected delivery anywhere between Thursday and Saturday. Thedriver will call her personally 12-24 hours prior to the drop off of her items.Thank You

I saw that my complaint has been closed. I thought we had 10 days to resolve the dispute.  The company has not done anything to solve my complaint. I called them as they asked and each time I called, an employee said they would call me back. No one ever did and I called multiple times.  I am very angry that this company has chosen to disregard my complaint and I would like it on records that I am not satisfied with the result.

[redacted] did get in contact with us and spoke to an agent is dispatch whom filed the report and informed the customer that the items will be search and sent over with the next truck out. We also provided the claims department number so that an official report can be made and the damaes will be...

assed and reimbursed based on our basic insurance policy. As stated on the previous conversation we had with the customer, the TV was loaded on a truck that left on the 25th and the driver will call once close enough to drop off site to confirm the time of delivery. As for the rest the customer has to call the number given or go online at [redacted]to complete the form and mail over so the process can continue.
Thank You

The customer was not charged for flight of stairs on estimate. Stairs was not mentioned hence not included in the estimate of cost for the services. On time of pickup a few items were added which would increase the cubic footage of the move and increasing the price. We will reprimand our driver for...

his misconduct but cannot change the price since it was based on what was needed for the move as agreed per contract.

Good AfternoonWe have reviewed the customer's complaint and we have reached an understanding. To go into further detail, at the time of pick up, [redacted] wanted to add more items (which he is allowed to do), but did not want to pay an increased amount based on the items given. He,...

thenafter, cancelled because he was displeased with this news. The deposit that he gave us upon pick-up is non-refundable and that was explained in the email that we sent him. That same e mail is also attatched to this response.I do hope we can reach an understanding.Thank You, Michael G[redacted]

DO NOT USE THIS COMPANY!!! They do not keep their word they have had my furniture for a week and I have no clue where it is and when it will be at my new home !!! They are rude and will give you the run around ... I will never use them again and would not recommend them to anyone !!! I hope my stuff gets here and is not damaged