USA Van Lines

[redacted] was charged nothing but fairly for the move of her items. Might it be a communication barrier between her and the driver but we certainly did not charge $200 for an extra stop. In addition to her quote of $1019, a few more pieces were added to the inventory at the time of...

pickup which came to and additional $156. From the parking location of the truck to the customer's front step exceeded our basic distance which costed a llong carry fee of $150. After talking to the driver the supervisor calculated that the extra stop would come up to $75 from point A to B. Those charges added together brough the total of $1400 that [redacted] had to pay for the completion of her move. Nothing was charged unfairly and everything was taken into account. We apologize for any misunderstaning there might have occured but as you can see, nothing was overcharged. 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

Complaint: [redacted]
I am rejecting this response because:The response from USA Van Service is not true. First, he contract was based on Summer promo and the staff, [redacted] said if I signed up with the companyto handle my move, I will enjoy the discount of of $193 based on the time I signed the contract, regardless of the size of my inventory. [redacted] told me there was a promotion on-going for moves to the Midwest and that I needed to sign the contract to enjoy it before May 31 and I signed my contract on May 29. The discount has nothing to do with the inventory-size.Secondly, the driver had not gone far when I called the office because my son was watching and still outside by the time I got there; barely 5 minutes.I am missing 1 of my boxes which contains our winter coats, boots and sweaters and we would need these within one month as it is getting cold in [redacted]already. Three of the boxes I have were destroyed. I did not bother to call the company because they have continued to treat me with great disrespect; until now,though I was told they would sent my receipts and other paper work which the driver failed to give me, I have not heard a word nor received any mail or message from USA Vana I am therefore requesting the Revdex.com to intervene to redress this disservice done to me and my under-aged children. I want the rest of my property, my compensation and discounted amount as well as receipts and paperwork. I do not know where you pay a cash amount of $950 and you don't get a receipt.
I look forward to having this issue resolved as it is preventing me from paying attention to my studies.
Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:With respect to pick-up: I had to make special arrangements for my landlord to let the movers into my apartment because I made arrangements to leave [redacted] on October 15 (the pick-up date I scheduled with the moving company).  It wasn't until the evening of October 14th that the moving company did "not have a truck available" to make my October 15th pick-up, and I had to make special arrangements for someone to be there for the pick-up because it would have been extremely costly for me to change my travel plans.  Alternatively, I could have cancelled my travel plans and sent the movers the bill for expenses incurred for failing to pick-up on the date on my binding estimate.I was never informed of a "hold" on my shipment or any of the repeated delays.  Not once was I contacted about delays in my shipment.  Please provide the required written notices of delays in my delivery if what you're saying is actually true (that I was notified of a hold and associated delay).  There is NO PROOF of that conversation ever taking place because it did not happen.  I had to call repeatedly to inquire about delivery.  No one ever told me I was delaying the delivery by paying on October 31.  I was told on the phone that I could pay anytime before delivery.  Paying on October 31st should not have resulted in a December 1 delivery.  That's an outrageous delay.  Longer than the 21 days.Furthermore, my binding estimate included a provision for additional items which the moving company told me was based on cubic yardage, not number of items ($6.60 per additional CY).  I did not double the cubic yardage of my order.  In fact, some boxes were smaller in volume than the ones in my binding estimate (i.e., I used five 3 CY boxes instead of five 5 CY boxes).  In any case, the estimate was based on the company's tariff for additional inventory which was based on volume, so your number of items increase argument does not hold any merit.  Furthermore, the bill of lading does not include the final quantity of my order, and I never agreed to additional fees for additional volume.  I've attached the bill of lading for proof that it was missing information for me to adequately understand the charges under my contract.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The response from the moving company is full of falsehood and a number of my allegations were not responded to. Let me also begin by saying that nobody contacted me to inform her of delay/regret on the matter as stated by the respondent.[redacted], the company agent that I signed the contract with told me there was a promotion on-going for moves to the Midwest and that I needed to sign the contract to enjoy it before May 31 and I signed my contracton May 29 which gave me a discount of $193. When I contacted her on Friday, Aug 1 to update my inventory, rather than refer me to another staff, she said shewould not be in the office and that we would do it on Mon, Aug 4 regardless of her company’s policy. I called several times on Mon Aug 4but she did not respond until 12.30pm saying she had had a busy day - being Mon. We agreed I would call her back by 3pm and then she wouldkeep her line free for me. I did but she still said she was busy; she took the new inventory and promised to update it and email it to me. I called back and forth and didn't get to speak with her until about 4.30pm when she said she was trying to schedule a time for me which shesaid was more important than the inventory. She hung up, promising to call me back in a few minutes. That was the last time she ever called or responded tomy emails. Then, another staff called to say that my inventory could only be updated by the driver at pick-up the following day. The driver finally arrivedat 9.38pm and the pieces mentioned in their response are little items like detachable wooden pieces for table tops and frames – not large items. I had to even engage friends to call the company on my behalf as they either hung up on me or did not pick my calls. Then, yesterday morning, I received an sms from a driver who said delivery would be yesterday evening, then I textedback saying that was ok but that he should ask [redacted]to call me – so yesterday was the first time I received a call from himand he offered the $50, which I rejected based on an initial discount was given. He said he would put [redacted] on-phone with me but he never did. Why is [redacted] avoiding speaking with me if not because she misled me in some ways?The driver called this morning to say he would arrive at 9.30am, when I called at 11am; he said he was 40 minutes away. Hefinally arrived at 1 pm. I paid the entire balance just to have my items delivered while I await the resolution of the matter. I had to leavemy session as a New Doctoral student to take delivery. While they were off-loading, I needed to get back to class and I told the driver to call mewhen they were done. By the time he called, I told him to give me 10 minutes to arrive but he said he would not wait and cut off the phone. He left without giving me areceipt after I had given him $950 cash since he would not deliver unless I paid by cash or money order, and also took away the paper-work – so I had no chanceto confirm and sign the final inventory. I immediately called the office; Luce said to give her time to speak with him. Expectedly, the driver refused to turnback. Just to add that I ask to sign the document and collect receipt but he said we would do it when he finishes off-loading my things. All I was told was that they would take care of it when he arrived the office, not to ask him to come back to issue me a receipt.Meanwhile, as I started to unpack, my big trash bin which contained some items is missing. I still don't know what else might be missing.I took pictures and I confirmed that another customer’s things were loaded in the space which they claimed my things occupied, including 55 inch Viso television and bags. [redacted] told me categorically that if I wanted my things by August 16, all they needed was 10 working days and that meant pick-up would be August 5 which I consented to.For the company to fail to deliver my things by Aug 16 caused me and my family a world of inconvenience. I am have been sleeping and sitting on the floor and have had tospend on new household things. I was misled into signing the contact and then badly treated. I am therefore asking for the $193 initial discount and compensation for the inconvenience caused me and my under-aged children. Thank you for your attention. 
Regards,[redacted]

Please call us at [redacted] and we will give you all information regarding your itemsThank you

Business Response to a Complaint
cellpadding="0">

Complaint ID#:


[redacted]


Company Name:


USA VAN LINES


Company Contact:


[redacted]


Company Phone:


[redacted]


Company Email:


[redacted]


Person Who Sent the Complaint:


[redacted]


Staff Member:


[redacted]


Response:
[redacted] after contracting with us contacted one of our sales representatives to add items to her inventory list. Unfortunately being that it was the day before her move, the contract was already locked in and could no longer be changed until the time of pick up. It was explained to [redacted] that as long as she remained within the agreed measurements of 250cf that she requested for the price wouldn't change. It was also made clear that once the amount exceeded she would be charged per cf, at the same rate agreed to when initiating the contract. During her pickup when making the final inventory list in order to have an accurate list of what was loaded to assure the delivery of all her goods, [redacted] added a sum of 30 extra items. Once all she requested was loaded, the truck was measured and she was charged accordingly. As far as delivery, for [redacted]'s location - **- we are allocated 10 business days in case we encounter any delay with the shipment. We contacted [redacted] to inform her of our delay and express our regret on the matter although she wasn't too pleased. We also offered a discount which she refused because she wanted much more than we could afford. We are sorry for the inconvenience and extend our apologies and hope she will be happy to have received all her items.
Sent on: 8/29/2014 12:37:16 PM
Sent by: 50.182.241.184

Complaint: [redacted]
I am rejecting this response because: They finally called me on 10/21/2014 & left a message saying they had submitted a claim & that pictures would be helpful - did not tell me where to send them - so I called again asking where to send the pictures - they answered today 10/22 saying that I needed to contact the claims dept & they gave me another # to call They also said that my phone# doesn't work - which is strange as no one else seems to have a problem with itI called that # & finally got a nice person who can help me
Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I will call Mr. G[redacted] to find out how the company will replace my bed.As for the long haul charge, my issue is still that I was not given the first 75 feet free at all. Further, I do not see how driver determined that the walkway from the truck to apartment door was 150ft. I don't think it is.
Regards,
[redacted]

Mrs *.'s concerns are totally understandable and can be arranged. However, complaints of damaged or missing goods have to be reported directly to us so we can make an official report with claim's management so that a fair resolution can be made and *roper arrengements can be agreed...

upon. Pictures and a formal note can be sent to [redacted] so we can directly forward the informatons over to claim or we can be contacted at [redacted] to report damages and receive *roper guidance.Thank You