Vista Van Lines, Inc.

Customer called our office and informed us the problem. She spoke to our dispatcher and listened her complain. Customer booker with a broker and we are only the carrier. The broker gave the estimate to the customer and not our company. When we got to the pick up, customer had more items than what...

was given to the broker company. Customer signed a revised and well aware that she had more items than she provided to the broker. In regards to damages, customer sent pictures of the damage. We received 4 photos total. 1st attachment: 2 pictures of same dresser - showing side board detached (pressed wood). 2nd attachment: The desk must be disassembled and again it was made by pressed wood. 3rd attachment: broken glassware (looks like 2 margarita glasses), a small bowl, and the other looks like a cup (ALL WAS PBO). Customer stating she was missing yoga mat, vase, and tv screws. Customer have the basic liability cover of $0.60 per pound per article and we are taking care of the damages and lost by sending the link to file a claim at www.movingclaims.net. As a company we have a process of how to proceed with damages and claims, but the customer asked if that was the only option? Customer is asking for reimbursement without going to claims Dept. We have no problem settling the and resolving the claim, but all must go to claims process able for us to provide reimbursement. We are not ignoring the issue. Customer wrote a complained even tho customer already spoke to the higher up and provided with resolution. Thank you.