Wade Odell Wade Padded Van Service, Inc.

The [redacted]’s scheduled their move to ** with theunderstanding delivery could be anytime within the spread of 6/9-6/18.  United did not have a trailer to load theshipment direct on 6/4 so Wade Odell Wade picked it up with a local crew &held it at our warehouse until a driver was...

available to take it down to **.On 6/11 when we still did not have a driver we spoke withthe [redacted]’s & offered the option to containerize there goods in order toexpedite shipping with the understanding that the motorcycle would have to behandled separately.  They agreed as theywere anxious to receive their goods. The container has been loaded & is en route to ** withan estimated delivery to residence Saturday 6/20.  This of course is 2 days past the contracteddelivery spread but we have explained to the [redacted]’s they will be compensatedfor this delay.As for the motorcycle we are still working on getting thatdown to them as well but we have remained in contact with them & willcontinue to keep them updated.We sincerely apologize for any inconvenience this has causedbut can assure Wade Odell Wade and United Van Lines have worked as efficientlyas possible to get the [redacted]’s goods to them as quickly as logistics wouldallow. Tell us why here...

Complaint: [redacted]
I am rejecting this response because:No one EVER offered me a cash settlement so that I could do the repairs myself -- an offer I would have happily accepted.  Of the 6 items that were damaged I was offered cash for one ($225).  I am appalled at the lies on the part of Wade Odell Wade.  If they had not violated FEDERAL LAW by forbidding me from being present at the loading and weighing of my shipment, perhaps none of this would have been an issue in the first place.  My items are still broken and no one has offered to replace or repair them in a manner that is satisfactory to me.  How can Wade Odell Wade possibly say "we have done everything we could to reconcile the situation?"   This business is built on deceit and dishonesty and I am a victim of their unlawful practices.
Regards,
[redacted]

The worst experience with movers in my lifetime. Thay lied about the weight of my load tried charging me more than the actual weight. The owner [redacted] used profanity and hung up on me when I questioned the weight of the load. They then tried to charge me more per pound. The entire new home experience was ruined by them. NEVER EVER DO BUSINESS WITH THIS COMPANY!

Complaint: [redacted]
I am rejecting this response because:[redacted]' HQs did fulfill my claim.  I am no longer disputing the damage done to my belongings.  I do however want the owner of the company I hired -- Wade Odell Wade -- to address the menacing, threatening, abusive movers he sent to my house who extorted and stole from us.
Regards,
[redacted]

I am writing in response to complaint #[redacted] issued against Wade OdellWade. ...

In reviewing the file & speaking with all parties involved I havebeen instructed to forward the complaint directly to United Van Lines.  Theclaim that the customer is dissatisfied with & mentions in his complaint washandled directly by United Van Lines & they have asked to have the complaintsent directly to them so that they can respond accordingly.I assume this will be retracted from Wade Odell Wade once it is forwarded toUnited; if not or if you have any additional questions please let me know

Review: We recently used Wade Odell Wade to move from [redacted] to [redacted]. When the movers showed up at our apartment on moving day, the head guy told my husband "if you take care of us, we'll take care of you." From that moment on, he bullied us under implicit threat of damaging our belongings, reporting "up charges" (even though we had a binding quote), etc. He told us several of our household items would not fit in the moving van and took them for himself. We had to produce a whopping tip for fear that our possessions would be destroyed if we didn't. In violation of federal regulation, Wade Odell Wade forbid me from being present for the loading and weighing of my shipment. They also refused to provide me with an explanation of their arbitration process -- also a violation of federal regulation.Three of our boxes were left off of the truck entirely. The movers in [redacted] who unpacked our belongings said they had never seen such a bad packing job. Dirty boxes stored inside the frame of our upholstered linen couch. Heavy boxes stacked on top of light boxes, crushing them. Boxes labeled "this side up" facing down or sideways. Drawers from our bureau (including underwear drawers) removed from the frame and the frame subsequently broken in half. Our belongings sustained several thousand dollars worth of damage.We have been treated with resistance and disdain by the claims department who keep saying they will send someone to do repairs but never do. They also refuse to reimburse for items that are beyond repair, even though we paid for a Full Replacement Value protection plan. The claims manager, Kathy, threatened to ignore our claim entirely if I called [redacted]'s headquarters. Emails and calls routinely go unanswered by the staff at Wade Odell Wade. Since we no longer live in the area, we can't go to the office to demand answers. Despite our best efforts to resolve these issues with the company, we have been ignored and stonewalled.Desired Settlement: We expect the items that Wade Odell Wade broke and damaged to be replaced and repaired. We also expect that because of the threatening, menacing, unprofessional and irresponsible manner in which Wade Odell Wade handled our business, we will receive a significant refund on the nearly $4,000 we paid for this service, particularly since they have not delivered to us the service that they sold to us and that we paid for.

Business

Response:

Mrs's [redacted]'s salesmen Chris F and I have trying very hard to satisfy Mrs [redacted] but to no avail. I have gone to great lengths to try to resolve Mrs [redacted]'s concerns. After reviewing her claim and the inspection report sent to me from our inspection company I offered to cash her out on all her items except the box spring. Our repair firm who did the inspection said he would order the material needed to reupholster her box spring and do the repair. He called Mrs [redacted] to make the appointment for the job and she demanded he get in touch with the original Mfg company she bought her box spring from and get the exact material from them. After our repair man spoke to her he has refused to do any job for her in his words "its her way or the highway and doesn't run his company from demands" No matter what he did it wouldn't be good enough. Our salesman Chris went as far as to call [redacted] Mfg to see if they had a representative in her area to do the work but they did not. I expressed to her it may be in her best interest to have me forward her claim to our headquarters for review. they may be able to do more for her than I can on a local level. She told Chris F she had contacted our headquarters. I forwarded her claim with all paperwork and emails for headquarters for them to made a decision on her claim. Thank you for giving me the opportunity to address Mrs. [redacted]'s concerns. Kathy HClaims Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

It is patently false that Ms. H agreed to cash me out for all of my items except for the box spring. Of the 6 items that were broken or damaged she agreed to pay me for one, and I implore her to provide proof that she agreed to reimburse me for more than that. Blatant lies like the one she is telling should not be tolerated on this forum. Furthermore, she only agreed to pay me for the dresser that was cracked in half after repeated phone calls, emails, and warnings that I would take this up to HQs (at which point she THREATENED me if I dared do so). I even had to enlist the help of the salesman, Chris F, whose job should not be to convince the claims department to actually handle the claims. This notion that she appropriately and willing agreed to replace my broken furniture is a complete delusion.Ms. H had a very difficult time comprehending the circumstances of the box spring. Here is an analogy that might be easier to understand: I had a crystal vase. They broke it and offered to replace it with a plastic one. How can this possibly be the terms of the Full Replacement Value protection plan that I bought? I personally contacted the company that HANDMADE my CUSTOM box spring and asked how and for how much the damage could be repaired. Ms. H refused to consider their proposal. Why does Kathy H think she has the power to tell me I have to settle for an inferior item to the one that I (foolishly) entrusted to Wade Odell Wade? Furthermore, the repairman she hired said he would need to take my box spring for 2-3 weeks. Why should I suffer that inconvenience because of their gross negligence?And if the actions of the claims department at WOW aren't troubling enough, the menacing behavior of the men who moved us out, and the reckless manner in which our possessions were treated, are certainly more than enough to warrant a refund on what we paid to do business with this most irresponsible and disrespectful company. Kathy H should not answer for that. The owner of the company -- Edward O should.

Regards,

Business

Response:

Our claims manager & the sales representative who originally met with the [redacted]’s both tried to settle all the issues claimed bythem. A repairman was sent out to inspect the damages & made an appointment to do the repairs. After speaking with Mrs. [redacted] about the repairs & how he would handle them he decided she would be better off dealing with someone else. After the repairman was canceled we offered a cash settlement so that she could arrange for the repairs herself. Wade Odell Wade has done everything we could to reconcile the situation but all efforts have been unsuccessful. When a claim cannot be handled on a local level it is turned over to the van line so that the customer has the chance for a second look. We hope the [redacted]'s have better luck dealing with [redacted] directly. Tell us why here...

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

No one EVER offered me a cash settlement so that I could do the repairs myself -- an offer I would have happily accepted. Of the 6 items that were damaged I was offered cash for one ($225). I am appalled at the lies on the part of Wade Odell Wade. If they had not violated FEDERAL LAW by forbidding me from being present at the loading and weighing of my shipment, perhaps none of this would have been an issue in the first place. My items are still broken and no one has offered to replace or repair them in a manner that is satisfactory to me. How can Wade Odell Wade possibly say "we have done everything we could to reconcile the situation?" This business is built on deceit and dishonesty and I am a victim of their unlawful practices.

Regards,

Business

Response:

Again, we apologize for the dissatisfaction the [redacted]'s had with our claims manager & move in general but we have turned this over to the home office. We wish them the best & hope they are better satisfied with [redacted]'s final decision on their claim.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

[redacted]' HQs did fulfill my claim. I am no longer disputing the damage done to my belongings. I do however want the owner of the company I hired -- Wade Odell Wade -- to address the menacing, threatening, abusive movers he sent to my house who extorted and stole from us.

Regards,

The worst experience with movers in my lifetime. Thay lied about the weight of my load tried charging me more than the actual weight. The owner [redacted] used profanity and hung up on me when I questioned the weight of the load. They then tried to charge me more per pound. The entire new home experience was ruined by them. NEVER EVER DO BUSINESS WITH THIS COMPANY!

Review: I currently Moved to [redacted], ** and I got to say that this company has given me the worst experience I've ever had in regards to relocating. My move was picked up on June 4th, I did not receive a status update until the 11th and that was only because I called. We've received conflicting information in regards to when our belongings will arrive, it is now 17th and the last update I received was that our belongings will be here maybe June 22th pass the June 9-18 contract that I signed. Oh and not to mention the Motorcycle that was included in this move, who knows when that's coming.

Business

Response:

The [redacted]’s scheduled their move to ** with theunderstanding delivery could be anytime within the spread of 6/9-6/18. United did not have a trailer to load theshipment direct on 6/4 so Wade Odell Wade picked it up with a local crew &held it at our warehouse until a driver was available to take it down to **.On 6/11 when we still did not have a driver we spoke withthe [redacted]’s & offered the option to containerize there goods in order toexpedite shipping with the understanding that the motorcycle would have to behandled separately. They agreed as theywere anxious to receive their goods. The container has been loaded & is en route to ** withan estimated delivery to residence Saturday 6/20. This of course is 2 days past the contracteddelivery spread but we have explained to the [redacted]’s they will be compensatedfor this delay.As for the motorcycle we are still working on getting thatdown to them as well but we have remained in contact with them & willcontinue to keep them updated.We sincerely apologize for any inconvenience this has causedbut can assure Wade Odell Wade and United Van Lines have worked as efficientlyas possible to get the [redacted]’s goods to them as quickly as logistics wouldallow. Tell us why here...

Review: We hired this mover to move the contents of a 4300 square foot house. Most of the furniture in the house was new and never had been moved. The mover damages nearly all of our furniture in the move resulting in a cost to fix that exceeds the price of the move.Desired Settlement: I would like them to adjust their bill to compensate us for the cost to repair the damage to our belongings.

Business

Response:

November 17, 2013

Mr. & Mrs. [redacted] hired Wade Odell Wade, agent for United Van Lines to move them in June 2013. Their move was completed on 6/29/2013. The cost to move them totaled $4,534.98. After the move was complete they contacted us claiming they had several pieces of furniture damaged in the move and due to their damages chose to open a case with American Express to stop payment for their moving expenses. I explained to them on several occasions they need to file a claim for their damages, and we would be happy to proceed and settle their claim accordingly, but stopping payment for their moving bill was a violation. I explained to them the moving cost that they hired us to do, has nothing to do with a claim. I also explained I cannot help them with the claim process until their moving bill is paid. I sent them a claim form in August but they never filed a claim with us, instead they chose to not pay their moving bill. American Express after hearing all the details from Wade Odell Wade has since credit our agency for the moving expense of $4,534.98.

I would be happy to help Mr. & Mrs. [redacted] with their concerns. To date they have not filed a claim which makes it impossible for us to address with them a solution.

Thank You for giving us the opportunity to address this with you.

Consumer

Response:

I am rejecting this response because:

American Express has not agreed to pay the funds.

We have asked Wade Odell Wade to send a claims person to our house to assess the damage, and we have offered to pay the difference to them between the amount owed and the damage caused to our furniture. They refuse to send a claims person unless we pay our bill. We truly believe that this is because they have no intention of reimbursing us for our damages. As soon as we pay them, they will disappear. We believe this because they have made zero effort to date. Why else would they not send someone to remedy the wrong they have done to us?

The independent estimates we have already received show that the damage to our furniture exceeds the cost of the move. They damaged nearly all of our furniture in the move because the movers were sent with insufficient packing supplies and the trucks that were provided were too small. So they left furniture unwrapped, or partially unwrapped, and then tried to jam everything into trucks that couldn't fit our things. One example of this is when they took dirty toys from our garage and put them in wardrobe boxes with my clothing to save space. Even after trying to jam everything into undersized trucks, the movers still had to go back for an unplanned second day in order to get the rest of our things.

The move was a disaster - almost all of our practically brand new furniture was damaged.

Wade Odell Wade claims they are willing to reimburse us for our damage if we pay the bill and submit a claim form. We have no reason to believe that this is true. They have shown zero concern for the stress they have caused us and the damage to all of our belongings. We knew immediately that many of our items were damaged and we refused to pay for the move until they promised to repair what they had damaged. Their movers refused to leave the residence until they were paid (which is illegal). To get them to leave, my husband used his Amex intending to dispute it. We then immediately put a stop payment on the charge until Wade Odell Wade promises to pay for the damage caused.

We reported the damage to them immediately. Our salesperson called to say they were sorry and they would fix the problems. We then heard NOTHING from them for nearly two months even though we sent them pictures of the damage. During that two month period in which they ignored us, they were trying to negotiate with Amex to get paid. The only reason they ever contacted us and finally sent a claim form to us (almost two months after the damage occurred) was to tell Amex that they did this in hopes of getting paid. At the same time the claim form was sent, the salesperson told us via email that they were going to deny the claim.

We sent 21 pages of pictures and explanation of what was damaged during the move to American Express. This was forwarded to Wade Odell Wade. They completely ignored our damage and told Amex we are trying to get a free move. The insensitivity of this company is astounding. I have never filed a dispute in my nearly 20 years of being an Amex customer and we are certainly not trying to get a free move. When a move leaves you with over $5,000 in repair costs, it is certainly not "FREE".

If Wade Odell Wade was a decent company, they would feel bad for what they have put us through and the damage they have caused us and they would send a claims person now, not after we pay our bill.

Business

Response:

December 9, 2013

To whom It May Concern:

In response to Mr. and Mrs. [redacted]s concerns I will acknowledge them like this:

I have been in contact over and over with Mr. and Mrs. [redacted] regarding their claimed damage.. I have explained over and over to them that we are NOT ignoring their complaints. We would like nothing more than to have them file a claim for any damage they feel we are responsible for. Upon receiving their claim, I will send out an adjuster to take pictures and write me up a report letting me know what they find. In the report they will also determine if any damages were transit related or not. If it was transit related, they will take pictures and let me know the cost to repair each item.

Mr. and Mrs. [redacted] have refused to file a claim. We cannot do anything without a claim being filed. Once this is done I will be happy to send an adjuster out to their home to do an inspection with pictures. He will send me the report which will give me details of the damage along with pictures. If they are transit related he will also give me cost to repair. We would like nothing more then to resolve this issue, but without a claim being filed our hands are tied.

I find it so hard to believe, how they can expect to be paid for damages without filing a claim. It just doesn't happen that way. This procedure goes for any shipper who moves with us, or any other carrier for that matter... PAY YOUR BILL, FILE A CLAIM, AND WE WILL PROCEED WITH THE PROPER ACTION TO RESOLVE THE ISSUE. It is unlawful and outrageous not to pay your moving expenses, when MR. and Mrs. [redacted] are not doing anything to help us resolve their concerns. I will say it again. Putting this all together it appears Mr. and Mrs. [redacted]s goal is not to have us resolve their damages but to get a FREE MOVE..Therefore once they pay their moving expenses, and fill our a claim form I can proceed with resolving their damage issues.

cannot do anything to resolve

Review: I would never recommend the United Van Lines/Mayflower Movers to anyone.We had a contract with United Van Lines Movers (Wade Odell Wade) from Midland Park NJ to state of Nevada and they sent Mayflower instead. The driver [redacted] damaged 80% of our furniture, also a missing box worth over $1500 that the driver said he had in his possession and was going to mail it, which we never received. He had no tracking number and no return address (no record of any kind) which means he kept the box. Driver told me he was going to take one of my best boxes which he did. The repairs to the furniture were incomplete [redacted] claims agent told the repair man not to come back. I wanted the repairs to be completed and reimbursed for the damaged furniture, sectional sofa, love seat Ladder, 2 Stereos, Vintage Cedar Armoire, Metal cloth rack, Cast aluminum Picnic Table and the missing box valued at $1500. All of our furniture was in mint condition.First claims agent [redacted] stopped answering our e-mails and not accepting our calls. She left the company and for 2 months no one took over our claim. Now, her boss [redacted] is giving us a run around this has been going on for 8 months now. Not responding to e-mails or calls. [redacted] is very unprofessional in her position. If someone like her ever worked for me, she would have been terminated on the spot. Shame on United and Mayflower Movers. We even sent letters to the CEOS of the United/Mayflower Company. We never even received an apology for the damages.Desired Settlement: Full value of $1500 (that had irreplaceable silver items) for the box that the driver never returned, and pending unfinished repairs.

Business

Response:

I am writing in response to complaint #[redacted] issued against Wade OdellWade. In reviewing the file & speaking with all parties involved I havebeen instructed to forward the complaint directly to United Van Lines. Theclaim that the customer is dissatisfied with & mentions in his complaint washandled directly by United Van Lines & they have asked to have the complaintsent directly to them so that they can respond accordingly.I assume this will be retracted from Wade Odell Wade once it is forwarded toUnited; if not or if you have any additional questions please let me know

Review: Wade Odell Wade has breached their contract to provide delivery of household goods on October 1-2nd, and has now failed to advance the shipping of those goods in any way shape or form, without remedy or intent to deliver to the owner.Desired Settlement: Immediately the terms of the contract as agreed to in writing.

Provide compensation commensurate with the liability incurred (a minimum of one week of hotel accommodations due to non notification of shipment not proceeding.

a posting to the general public of W.O.W's history of non compliance.

Business

Response:

This is in response to complaint #[redacted]

Mr. [redacted] contracted with Wade Odell Wade for delivery in Ontario Canada between 10/1 - 10/5. I am attaching a copy of the signed contract/bill of lading to show this agreed upon delivery spread. Wade Odell explained to Mr. [redacted] when the order was originally booked that we could not guarentee delivery on a certian day but would do everything we could to accomodate him.

Lauren Ibold was repeatedly in contact with Mr. [redacted] to confirm all new information she received as she received it. Due to driver commitments beyond Wade Odell's control the delivery was delayed until Monday 10/7; this was admittedly 2 days past the last day of the contracted window for delivery.

Ms. Ibold then explained United's policy in the event of a delay & advised the [redacted]'s to put in a delay claim handled through the vanline entitling them to $100/day for each day past the contracted delivery.

The settlement requested by Mr. [redacted] for a minimum of 1 week compensation is denied as we were in fact only 2 days late & not 1 week. United's policy as outlined on the contract & previously explained is $100/day for each day delayed past the contracted spread. We again welcome the [redacted]'s to file for this delay compensation through United Van Lines.

Thank you.