Victory Van Corporation

Victory has fulfilled its obligation to [redacted] , We had a contract which [redacted] signed for the limited valuationLike many things, if you choose limited valuation on your auto Insurance and then facilitate a claim, you are only allowed compensation for what you originally signed up to receiveWe offered a settlement based on the valuation/insurance protection [redacted] selected[redacted] has also alleged that out of the many boxes that he packed and sealed, without our assistance or knowledge of contents, were strategically pilfered to find and "steal" a coin collectiondon't believe that out of the boxes that were packed by [redacted] , that my crew would have been able to identify that one of those boxes included a "valuable coin collection", open the box, steal the coins, and reseal the box without being caughtIf I were able to find some validity in [redacted] 's allegation, I would act in a generous wayI don't believe it, because it did not happen, The additional conversation about stink bugs inside his boxesVictory only packed a few boxes, so I can only represent that the bugs were a problem before he movedVictory's warehouse is a government approved storage warehouse, and undergoes routine inspection by the Department of DefenseI have included a copy of his most recent signed contract, which was not included in the paperwork he mailed Revdex.com, which notes his selection in valuation.Regards,

[redacted] 5:PM (hours ago) tome,P [redacted] Dear [redacted] ***: I had a productive telephone conversation with Chris P***, the president of Victory Van Corporation, about the complaint that we filed with the Revdex.com (Revdex.com Complaint No [redacted] ) MrP [redacted] heard my concerns and agreed to pay $1,for the loss of my coin collection I deposited the check on October and it cleared my bank on October No further action is anticipated on our Revdex.com complaint My sincere thanks to you and the Revdex.com for assisting me in reaching an agreement with MrP [redacted] regarding the complaint If you have any questions, please let me know Kind Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
From: *** *** [mailto:***]
Sent: Thursday, December 18, 11:AMTo: Chris P***Cc: [email protected]: Re: Complaint ID: *** (***) MrP***, Our conversation over the phone was completely contradictory to your statement to the Revdex.com, which led me to write the subsequent emailI am an Army Veteran still serving and proudly continue to serve, providing you and your family with the freedoms you enjoy everydayI do not BRAG, only give credit where credit is due* *** *** is a true customer service first organization. Please show me a codified process of scheduling a move with Victory Van Corporation then tell me I was wrong to think that the faxed document would suffice to solidify a scheduled moveRemember, the requested date had been made on more than one occasionI'm shocked that you, as the owner, would put yourself first before the needs of a customerI can truly say that you are not customer service orientedI could tell you were a very prideful individual when I asked for your name again over the phone and you replied "THE OWNER, just ask for the owner and everyone will know who I am." As an active duty Soldier, time is criticalEveryday I take off is time away from the missionI say this to let you know that my compensation for days off to prepare for this move is only to show that a customer's time is just as important as the time of the moving companyWhen you do not show up it affects more than just youI am more than willing to pursue this case until all is justified so that other customers are not bullied by your company. I would be willing to have another polite conversation with you sir, man to man to close the loop on this issue. v/r *** ** *** *** *** *** ***
*** *** *** *** *** ***
*** *** ***Alexandria, VA ***O: ###-###-####C: ###-###-####

Victory has fulfilled its obligation to [redacted], We had a contract which [redacted] signed for the limited valuation. Like many things, if you choose limited valuation on your auto Insurance and then facilitate a claim, you are only allowed compensation for what you originally signed up to...

receive. We offered a settlement based on the valuation/insurance protection [redacted] selected.[redacted] has also alleged that out of the many boxes that he packed and sealed, without our assistance or knowledge of contents, were strategically pilfered to find and "steal" a coin collection. don't believe that out of the 154 boxes that were packed by [redacted], that my crew would have been able to identify that one of those boxes included a "valuable coin collection", open the box, steal the coins, and reseal the box without being caught. If I were able to find some validity in [redacted]'s allegation, I would act in a generous way. I don't believe it, because it did not happen, The additional conversation about stink bugs inside his boxes. Victory only packed a few boxes, so I can only represent that the bugs were a problem before he moved. Victory's warehouse is a government approved storage warehouse, and undergoes routine inspection by the Department of Defense.
I have included a copy of his most recent signed contract, which was not included in the paperwork he mailed Revdex.com, which notes his selection in valuation.Regards,

[redacted]




5:01 PM (20 hours ago)










tome,P[redacted]




Dear [redacted]:
I had a productive telephone conversation with Chris P[redacted], the president of Victory Van Corporation, about the complaint that we filed with the Revdex.com (Revdex.com Complaint No. [redacted]).  Mr. P[redacted] heard my concerns and agreed to pay $1,000 for the loss of my coin collection.  I deposited the check on October 21 and it cleared my bank on October 22.  No further action is anticipated on our Revdex.com complaint.  My sincere thanks to you and the Revdex.com for assisting me in reaching an agreement with Mr. P[redacted] regarding the complaint.  If you have any questions, please let me know.
Kind Regards,
[redacted]

12/16/2014I and the entire organization are disappointed to learn about this situation. We are in the business of moving people, it is how we make a living and provide for our families. To think that we missed an opportunity to help one of our customers get moved is very disappointing. I...

read your letter and comments. I discussed these in detail with my team. The final step of the process to actually get assigned a crew never happened. Until my staff gets confirmed and signed paperwork, we do not schedule a crew. Your paperwork was not received in time.My entire moving team has an incentive to schedule and preform moving services. We never received an executed contract. I am sorry about the inconvenience, but I am unable move someone who has not finalized their contract.Upon getting the finalized contract, my staff sends an email to confirming receipt, they call to collect payment for the services scheduled, they call to confirm the arrival time of the crew. None of these things happened, because we never received your signed contract.
Anyway, we are very sorry this happened. We often move people in less than 3 days, and look forward to another opportunity to be of service. We have a great staff of family men that preform the moving service. We had no contract so I am unable to entertain complimentary service.
Good luck,Chris P, President

Review: I hired Victory Van Corporation to move my furniture from [redacted] to [redacted] with some period of storage at their facility in between. The cost of the move was ~$7,000. I had used the services of another [redacted] company for my previous move and was familiar with their policies and practices. That was the level of service I had expected from Victory Van Corporation which is why I invested the money in the move. When the movers came to pick up my furniture last September 2012, they seemed to have carefuly wrapped and carried the furniture to the truck. However, several pieces were disassembled and were to be reassembled upon delivery. I had over 10,000 lbs of heavy wood furniture to move and expected this company would handle it with care. Instead, when the furniture was delivered in January 2013, it was obvious it had been mishandled. Many of the boxes were smashed, even those marked "Fragile" and much of my furniture had scratches and dents. I had informed them of the cost of my special made entertainment center ($10,000) several times when it was picked up, several times via phone conversation while in storage, and several times when it was delivered. With that said, I also advised them to be extremely careful in moving it. When it was delivered, it was broken in several places and left in pieces in my basement. They were unable to put it back together due to the fact that all pieces must be in tact to be able to reassemble it. This was clearly a result of the furniture being mishandled. I had several other pieces delivered broken as well, one of which was carried in by the mover in 3 pieces and I was told, "This one didn't make it!"

I recently filed a claim with the company (3 weeks ago on 3/6/13) and the claims department contacted me on 3/7/13 to advise me they had received it. I was also advised I would receive an answer to my claim by 3/15/13. To date, I have not heard from anyone.Desired Settlement: While I would expect to have my furniture replaced since repairing would not bring it back to its original condition, at the very least I would expect to be refunded for the cost of the move. The cost of the entertainment center alone was over $10,000 and I will have to find someone to repair it as best as it can be and will have to live with how it looks. I certainly don't want the company to benefit at all from this move. In addition to the damage to my furniture, I also had lots of damage to my walls and floors that I did not even claim. This was a brand new house and I have had to do major work to get it back to its original condition because I am unable to live in the mess. I have not had use of my basement since the furniture was moved in on 1/31/13 due to the fact that one of my pub tables is broken, the light for the basement is broken, and the entertainment center is broken. One of the beds that were delivered was not put back together as it should have been because the movers said they didn't know how to do it. However, my sister-in-law came over the next day and put the bed together for me since everything was in such a disarray. When I asked about that before the movers left, I was told, "We don't get paid by the hour so right now we are working for free. You have to call the office and get somebody else to come and finish." That was not the agreement.

In addition to the damage, I have been totally inconvenienced and would expect to be compensated for that as well. I had planned for and spent money on food and drinks for a Superbowl Party that was to be held at my house on 2/3/13. I was really excited to be able to host the event since I was going to be in "my new house." I had everything else in place ([redacted] for TV and [redacted] for Surround Sound) but I could not entertain anyone because the entertainment center that held my TV was in pieces in my basement. In addition, one of the pub tables I was to use for seating was totally broken. I was forced to move the party to another place. That was extremely embarrassing.

I believe my settlement is reasonable given the outcome of the move.

Business

Response:

April 16, 2013

Mr. [redacted]

The Revdex.com

FAX ________________

RE: Customer/[redacted]

ID #[redacted]

Dear [redacted]:

In response to the Complaint filed by [redacted], we advise as follows –

1/Valuation Coverage –

The customer was given the option of valuation coverage; she selected the basic, minimum coverage for which there is no additional charge. A copy of the Estimate/Order for Service as well and the Bill of Lading which were both signed by the customer is attached. The basic valuation coverage is $0.60 per pound per article.

2/Services -

The customer’s household goods were packed and loaded for storage on September 24, 2012. The storage shipment was delivered on January 31, 2013. All services contracted for were completed.

3/Claim Settlement –

For shipments with the basic valuation coverage, the claims service does not authorize an inspection or repair of any item. The Industry Table of Weights is the guideline used to determine the weight of each item. The letter and Claim Form were submitted to Victory Van Corporation on March 6, 2013. [redacted] (the claims administrator for Victory Van Corporation) contacted the customer to discuss the claim. Acknowledgement of the claim was made on March 7, 2013 and the customer advised of the limited coverage, and that the file would be reviewed and then contacted about the settlement. The claim was finalized April 12 and a copy of the settlement submitted to the customer (copy attached)

4/Residence Damage –

Residence damage is required to be noted on the paperwork at the time of the move. Although NO

residence damage was noted, payment was made for the claim for the light broken on the ceiling fan.

5/Inconvenience –

The mover is not responsible for any inconvenience for a customer having to rearrange a “party” which has been scheduled immediately after a customer is moving.

6/Refund of Move Charges

Regulations require that all transportation charges be paid in full before any claim can be reviewed and settlement made. The customer’s account was paid in full – no refund of any move related or storage charges is applicable in response to a customer submitting a claim.

Page 2

We regret that the customer was not fully satisfied with the move services rendered; however, the claim was addressed timely and in accordance with applicable regulations and applicable coverage for the move. No additional monetary allowance will be paid to the customer – the claim has been paid in full.

Yours truly,

[redacted] – Vice President

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because I do not agree with the "settlement." I do not agree that the issues I have encountered were by "accident" but instead because of the mishandling of my furniture. This is a moving company that should accept some level of responsibility for the way in which their movers handle, pack and store the furniture in their trucks and storage facilities. These issues were clearly as a result of improper stacking of the furniture and not handling the items with care. I could understand their position if there had been one or two problems or if there had been some kind of "accident" but it was very obvious to me that there was no concern for my furniture at all. Again, one of the movers brought my wood pedestal to me in three pieces and simply said, "This one didn't make it!" That is a sign of no concern at all for my furniture. I certainly do not agree that they should be able to offer me $650.00 for all of the unnecessary damage that was done to my furniture.

Review: A Victory Van Corptruck ran me off the road yesterday (Monday 11/4/at a.mon [redacted] at the [redacted] Road east merge)I called Victory Van to report it, and I was asked to leave a messageNo one has bothered to return my call
I was in the right-hand lane of [redacted] when I realized that the truck was beside me and getting dangerously close, its right-hand tires well into my lane and still moving into my laneIf I hadn't shifted to the right side of my lane, onto the shoulder, and slowed quickly, he would have hit my carLuckily, traffic was fairly slow, and once he ended up in front of me, I noted his license plate and van number when traffic stopped at the toll booth
It's not as though he couldn't see me; he had come up from behind and was moving into my lane
This was license plate VA [redacted] Victory Van Corpvan [redacted]
Business
Response:
Thank you for the informationWe also received the info via [redacted]The company has discussed the situation with the driver, and advised him of this situationSafety is a number one priority for our employees and our community