Wal-Mart Stores, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** *** ***

On 12/01/they should have received an email from CSI. The customer needs to check their spam settings, check their junk mail, or supply a different email address if they did not receive any communication. The information from CSI is not to file just a complaint, but the information to file a claim. If the customer cannot locate this email please ask them to call CSI at 877-274-ext is customer service. Her claim id is 40475; please provide the claim id when you call

Initial Business Response /* (1000, 5, 2015/09/16) */
First, we would like to apologize for any inconvenience that the customer may have experiencedIt is never our intention for our customers to be less than satisfied with our services
Checking Inventory at Time of Delivery: We understand
that the delivery time can be very stressful and chaoticHowever, when the movers are rushing to bring furniture and boxes into residence, they still need the customer to sign the documents which is when the control is given back to the customerAt that point, the customer can require the movers to help identify items by their stickers, and count for boxesIt may not be the easiest task to complete and that is why the customer has months to file a claimDamages can later be documented by supporting picturesAt all times, such movers behavior should and must be immediately reported to main office even if by leaving a message after hours
Driver: We regret the customer had to sustain such unacceptable behavior of our foreman and/or crewOur company policy provides for disciplinary action when such a complaint is received by a customerThe matter has been addressed by managementWe thank you for bringing the matter to our attention as it helps our quality control department avoid such future complaints
Loss/Damage: We have contacted CSI our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by lawThe customer was sent login information on 09/16/in order to file a claim onlineThe claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaintAll the above can and must be compensated through the claims process as required by federal regulations
For further assistance with filing claim the customer may contact CSI directly at *** or via email at [email protected] provide Claim ID *** when contacting CSI
Initial Consumer Rebuttal /* (2000, 12, 2015/10/02) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated:
We had to go pick up the box at someone's house but we got it in the end and all is well

Complaint:
I am rejecting this response because: I have NEVER received a complaint form to which I could fill outSecondly never received a email of any sort to how satisfy we were , or a thanks
Sincerely,
Susan ***

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services. Delay at Delivery: Per our Estimate and Bill of Lading governing this move, we have up to
business days from the customer’s selected first available date to deliver the shipment. Although we work very hard to meet our customer’s requested piand delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable Loss/Damage: We have contacted CSI our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by law. The customer was assigned a unique claim id # of and they were sent login information on 12/19/in order to file a claim online The customer has submitted their claim for review 12/19/Since this move was an interstate move it is governed by federal regulations which allows up to days for the processing of the claim. We regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims process We regret that the customer found it necessary to file a Revdex.com complaint, but we trust that the above explanation enables them to better understand our position in this matter

Initial Business Response /* (1000, 5, 2015/10/23) */
First, we would like to apologize for any inconvenience that the customer may have experiencedIt is never our intention for our customers to be less than satisfied with our services
Shuttle: It is not up to the customer, our office, or
the crew to determine if the truck will be able to access the origin or destination safelyIt is the sole decision of the driver because ultimately, it is the driver who is going to be held responsible for the safety of the crew, the goods, the truck and its surroundingsIf the driver is not comfortable with driving to an area they have the right to determine if there is a need for a shuttleIf the driver causes damages because they tried to fit when there is not enough space to pass through, or if the driver gets the truck stuck and cannot get out after the delivery it can be such a disasterCustomers do not understand how much of an inconvenience it is to unexpectedly have to provide the shuttle serviceIt takes up much time from the movers who are already getting yelled at by customers due to not being able to meet their exact scheduling needsIt requires money to rent a truck, wages for the crew while they are waiting on getting the truck, fuel from and back to the rental company etcThe worse is that the movers have to do double the work! The must unload from the tractor trailer onto the truck then drive to the destination and unload into the residence; then repeat as necessaryThe fee for a shuttle barely covers the wages for the crew during this timeSo, please understand that a shuttle is not a pleasant service to have to provide especially when our movers are being pushed so hard to accommodate our customers' schedules and still be compliant with DOT regulations
However, as a customer courtesy we would like to offer the customer compensation in the amount of $
On 10/23/we sent the customer a settlement offer via her emailIf the customer agrees that this is satisfactory resolution to her complaint she must please follow the directions and return to usWe will then issue her a checkIt is hoped that the customer realizes this is not mandatory and we are reaching out to her
We regret that the customer found it necessary to file a Revdex.com complaint, but we trust that the above explanation enables them to better understand our position in this matter
Initial Consumer Rebuttal /* (2000, 7, 2015/10/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the offer of $The only email I received on 10/23/was from the Revdex.comIf an email was sent directly from Olympia, that has not been received
BTW the driver never suggested a shuttleHe was to busy yelling and screaming at me and it was difficult to have a decent conversation with himI as the customer never yelled at him, he was doing the yelling!! Please train your drivers on how to communicate to customers when and if a shuttle is needed
I am glad this is being resolved

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services. All of the information about delivery windows is provided to the customers first, in the
Original Estimate (signed by the customer)The Original Estimate is sent to the customers via email for them to review at their convenience as frequently as they please, before the customer is asked to pay anything or sign anything in agreementThen, delivery information is provided on the face of the contract (Bill of Lading) and explained in detail on the back of the Bill of Lading (signed at pickup and delivery by the customer). Further, we have a Delivery Information Sheet which states that we will deliver within a window of dates (signed at the pickup)Last, the customers were provided Important Delivery Information and Acknowledgement form which explains in detail about how the customer selects their 1st available date that they will be able to accept delivery; from that date, we are allowed up to business days. This form is signed by the customer at the pickup attesting that they have read the information, they understand this information, and they agree to it We would like to encourage the customer to file a claim for all of their complaints. We have contacted CSI our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by law. The customer was sent login information on 10/27/in order to file a claim onlineThe claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaintAll the above can and must be compensated through the claims process as required by federal regulationsSince this move was an interstate move it is governed by federal regulations which allows up to days for the processing of the claim. We regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims process. For further assistance with filing claims the customer may contact CSI directly at *** or via email at *** .org. Please provide Claim ID *** when contacting CSI We regret that the customer found it necessary to file a Revdex.com complaint, but we trust that the above explanation enables them to better understand our position in this matter

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services. We did try to discuss the terms of the move with the customer but she hung up while our rep was
in mid-sentence Shuttle: If there is a doubt about access, it is not up to dispatch to determine the need for a shuttle. The driver is solely responsible for the truck, the contents, the safety of the other movers and the customers, the safety of the surroundings. If there is anything that happens, it falls on the driver’s shoulder. Further, we did NOT charge the customer for the shuttle service as it should have been. The money for this service hardly covers the rental of the shuttle truck and some of the additional work the movers have to perform. The movers have to take time to rent the shuttle, they drive back to the destination unload the shipment from the tractor trailer onto the shuttle. They then drive the shuttle to the destination and unload again. They must repeat this process until the shipment is delivered. The movers do NOT like to have to perform this unpleasant service as it takes much time and delays the rest of the route Delivery Time: The customer’s 1st available date they selected they would be able to accept their shipment was 07/26/16. They were delivered on 08/08/16. That is well within the timeframe agreed upon with the customer; it is the very same timeframe we discussed with her when facilitating the move It is in writing on the original estimate. Overcharge: The customer states she was overcharged since she did not ship as many pieces as she had listed for the estimate Regardless of this, we reserved the volume in the tractor trailer to accommodate her shipment at the size she had informed us. When you purchase a move you are purchasing space to be reserved for the transport of your items. However, if the customer disagrees she can address this concern by filing a claim We have contacted CSI our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by law. The customer was sent login information in order to file a claim online and up to date no claim has been received The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations. For further assistance with filing claims the customer may contact CSI directly at *** or via email at ***. Please provide Claim ID *** when contacting CSI. We regret that the customer found it necessary to file a Revdex.com complaint, but we trust that the above explanation enables them to better understand our position in this matter

We are taking responsibility! CSI is a 3rd party who processes claims on behalf of over different carriers across the nation and they determine their legal liability based on Federal Regulations, the shipping documents, and evidence. Any compensation determined to be due would come from Olympia and sent directly to the customer; not CSI. We hire CSI for the processing of our claims because they are professional moving claims adjusters, CSI helps customers over the often difficult or confusing process of filing a valuation moving claim since it is not insurance and it is handled much different than an insurance claim. CSI is also completely unbiased. SO, YES, settled claims are the goal! They must get both the mover and the customer to come to an amicable agreement based on the LAW! It is not an insurance claim, CSI is not an insurance company, and they do not pay claims They are a hired monthly claims service How is it a “lack of communication” when all the information is provided to the customer? Further, we will not guarantee a date for delivery unless a dedicated truck was requested and paid forWe must take into consideration road conditions, weather, and mechanical issues that can affect truck routesWe tell customers to be available with only 12-hours notice about the delivery time/dateWe cannot predict the many various situations that the movers encounter daily. Each move is different and the movers only have the information provided by the customers to work with Often the movers arrive and cannot access the origin or the destination with the tractor trailerThis requires the movers to talk to the customers and explain that they will have to pay for a shuttle service (or for a long carry service); which then leads to the customer immediately assuming that the movers are trying to take them for more money. Customers do not understand how much of an inconvenience it is to unexpectedly have to provide the shuttle or long carry service. It takes up much time from the movers who are already getting yelled at by customers due to not being able to meet their exact scheduling needs. It requires money to rent a truck, wages for the crew while they are waiting on getting the truck, fuel from and back to the rental company etc. The worst is that the movers have to do double the work! The must unload from the tractor trailer onto the truck then drive to the destination and unload into the residence; then repeat as necessary. This can take much unexpected time. Causing the movers to be delayed for all following mover. Then, there are also MANY other unexpected situations which occur and cause the movers to run behind their anticipated schedule; which is WHY we do not provide a delivery date until the movers are almost to your move and they will call you Also, working around restricted delivery dates makes the delivery spread of dates even more difficult We regret that the customer felt the need to continue their complaint We hope that the customer will try to put aside their misconceptions about what they expected and try to understand we, too, are working professionals doing our best to accommodate more schedules than just their own without any guarantees on what we will encounter for each and every moveWe must “roll with the punches” and continue to provide our best service no matter the circumstancesWe trust that the customer will attempt to understand that we have worked the logistics to the best of our ability based upon constantly changing and unpredictable circumstances. Thank you for your time and assistance with these matters

Complaint: ***
I am rejecting this response because: I am rejecting the response as I do not see the business undertaking any responsibility for the negligence on handling our goods during and after pick upThey elude to fine print a number of times however do not reason how working professionals are expected to accomodate lack of communication! After all, we all work for a living and it should not be the responsibility of the customer after paying an agred upon fee to keep calling to (1) make sure their expensive stuff is well taken care of (2) determine a date when the stuff will be deliveredA 5-business day window is not an acceptable response especially when one has moved miles for their jobs. Next, Olympia does not adequately or satisfactorily respond to why we were questioned and literally harrassed to edit our rating in yelp to award a non performing business a high rating than one starNeither does Olympia answer that upon one of our calls we specifically heard the driver consenting to driving right away to deliver our stuff but the dispatch person asked to keep the phone downa nd called up in minutes refusing to commit to a delivery dateClearly, the dispatch person first made sure they have more job orders that side to render their services economical and make more money. I acknowledge the receipt of notice to file a claimI understand the claim will be revieiwed by a third partyHowever, it is astonishing that a business projects itself to be a "best business" by quoting the number of claims it has settledThe number of claims "settled" is not what a business should seek pride inWhat explains a "best business" if there are insignificant number of claims in a yearWe are working professionals, due to the mishandling and non delivery of Olympia our move has been a very emotionally diturbing moveWe are trying to recoupe from the disappointment and as soon as able we will be filing the complaintWe want to come to terms with this unfortunate incident and do not look forward to any response from Olympia and just want our claim to be settled fairly so we can move past this. I trust Revdex.com to be fair in its dealing and am happy there is a forum that listens to consumer complaints.
Sincerely,
*** ***

Complaint: 10973015
I am rejecting this response because: I have never received anything from this company. They are just ignoring the problem and do not wish to satisfy the consumer.
Sincerely,
Susan [redacted]

Initial Business Response /* (4000, 10, 2015/08/21) */
First, we would like to apologize for any inconvenience that the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services.
Delivery Dates: Per our Estimate and...

Bill of Lading governing this move, we have up to 21 business days from our first available date to deliver the shipment. Although we work very hard to meet our customer's requested pick-up and delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable.
Scheduling: Consolidation of shipments for tractor trailer routes is not as simple as it may sound; especially when you sporadically omit dates because you cannot be available to accept delivery. If you request delivery on a Tuesday but Wednesday and Monday you cannot accept your delivery it would be better to schedule the delivery for a window where there is no chance that delivery is attempted and nobody is available to accept. Scheduling is not determined by a customer service representative nor by the sales representatives. Once the move is booked it is transferred to dispatch to consolidate and coordinate the routes. The information about delivery is available on the estimate, the bill of lading, and the long distance form. We apologize if the representative did not properly verbally communicate this information. We have reported this issue to management who has addressed it directly with the manager over Sales. They are considering ways to improve our techniques to be more precise so there can be no misunderstandings.
We have contacted CSI our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by law. The customer was sent login information in order to file a claim online. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations.
For further assistance with filing claim the customer may contact CSI directly at XXX-XXX-XXXX or via email at [redacted]@CSIPros.org. Please provide Claim ID XXXXX when contacting CSI.
Initial Consumer Rebuttal /* (2000, 12, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Again, the reason I chose Olympia was because they assured me of the delivery timeframe that I needed. They indicated that they could deliver during a time period when other moving companies could not (they were already booked far in advance). Once I signed the contract and was awaiting shipment of my goods, it became apparent that they had no intention of delivering during my parameters! If this was the case, then I should not have been assured of delivery and I would NOT have chosen Olympia.
Also, I have not received anything from CSI so would appreciate it if that could be re-sent to my email address at: [redacted]@yahoo.com

We want our customer to know that we sincerely apologize for the chaos concerning the delivery.  As you can only imagine, there were many different people affected by the truck’s mechanical failure.  Tractor trailer routes are scheduled (to the best of our ability) and we cannot predict the uncontrollable situations which can and do occur.  Our weekend staff is a skeleton crew. Management (dispatch) was very, very busy trying to get the truck back on the road and attempting to reach out to our interlining agents and ask if they could alter some routes to incorporate the shipments which were interrupted when the truck broke down (help up out in this situation).  We had no intention of “ignoring” our customer.  However, if we spent time on the phone speaking with those whose pickups and deliveries were affected by this inconvenience, we would not have time to speak to everyone all in one day, maybe not even two days.  We would have no answers for them until we had everything rescheduled and most of the kinks worked out.  Also, we would not have time to work on getting the shipments back on the road.  It is a difficult situation and we apologize for the lack of communication.  We simply had more than we could handle with this horrific situation.  It is not a very common occurrence for one of our trucks to break down.    We are unable to offer any monetary compensation to the customer until our claims company has reviewed all the customer’s support and the claim is analyzed.  Right now, the claim is in line to be reviewed in the order it was received.   We do go above and beyond for our customers and many times allow amounts beyond our legal liability depending on the circumstances of each case.  Management may very well determine that this is one of those cases, but we won’t know until the claim is finalized and CSI advises management the monetary amount determined as our legal liability.  Once we know that amount, it will be discussed.    Again, our most humble apologies to the customer for this terrible inconvenience.  We would never intentionally disrupt any of our customers’ lives in any way; work or otherwise.  We will do what we can to help rectify the situation through the claims process.   Thank you to our customer for their patience during this process.

Initial Business Response /* (1000, 5, 2015/10/08) */
First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.
Increase in price: The customer can include this...

overcharge complaint when they file their claim with CSI, our 3rd party claims company. The customers can supply all their shipping documents and any substantiating evidence they may have to CSI and the adjuster who gets assigned to the claim will conduct an investigation into all the customer's complaints. If we have inadvertently overcharged the customer we will refund any overages immediately; but this must only be determined through the claims process.
Loss/Damage: The customer states that they have experienced much loss and damage. We have contacted CSI our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by law. The customer was sent login information on 10/06/15 in order to file a claim online and up to date no claim has been received. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations. No compensation can be offered for lost or damaged items unless a proper claim is filed in writing with CSI. You may contact CSI directly for further assistance [redacted] or online at [redacted].org.
We regret that the customer found it necessary to file a Revdex.com complaint, but we trust that the above explanation enables them to better understand our position in this matter.

Complaint: [redacted]
I am rejecting this response because:
They scheduled the delivery on a specific date, they did not make the delivery, and told me different days, ignored my calls, caused me to miss 4 days of work due to them telling me different days, there wasn't any communication over the weekend, the general manager ignored my calls and emails, I spent 6 days in an empty house waiting for my things. I had to buy supplies to live  in the house. The fact they keep saying we had 21 days is understandable, until they scheduled a delivery date, and treated me as they did, then the 21 days shouldn't apply. If I had kept them waiting or rescheduled, they would have charged me hundreds extra. It is wrong that they scheduled, and I had to accept the way it was handled, and be happy they caused so much grief.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I need to see how the claim finalizes. The response that they have a skeleton crew, and they were too busy to discuss the situation is a poor reply. I understand it was a truck issue, not controllable, but how the situation was handled, and the trouble it caused me with work, and the stress, and expense to me, due to how it was so poorly communicated means I can't allow this to be closed with the Revdex.com at this time.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/03) */
First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.
The customer's original price was quoted based upon the...

customer stating that their storage unit was less than 25% full; therefore we estimated it to be the minimum weight of 2,000 lbs @ $0.71 per lb totaling $1,420.00 (with any additional weight over the 2,000 lbs. being at the rate of $0.78 per lb.) However, upon arrival to the origin the customer's shipment weighed more than what we had thought/took additional volume in the truck resulting in an increase in weight by almost an additional 994 lbs. In addition the customer's shipment required packing and materials totaling $475. The price for the move increased to $2,670.32.
The customer did not reach out to us before filing this complaint to communicate their concerns to us. However, due to the fact that we appreciate the customer's patronage, in the interest of resolving the customer's complaints, Olympia waived the balance due for the move in the amount of $1,110.32.
We regret that the customer felt that they could not reach out to us instead of filing a complaint. We trust that the above explanations enable them to better understand our position on these matters.

Initial Business Response /* (1000, 6, 2015/08/31) */
First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.
Behavior: We regret the customer had to sustain such...

unacceptable behavior of our foreman and/or crew. Our company policy provides for disciplinary action when such a complaint is received by a customer. The matter has been addressed by management. We thank you for bringing the matter to our attention as it helps our quality control department avoid such future complaints.
Damages: We have contacted CSI our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by law. The customer was sent login information in order to file a claim online and up to date no claim has been received. Once the claim is filed it will be analyzed in the order it was received and compensation if due will be offered based on our legal liability and within the time frame allowed by law. For further assistance with filing claim the customer may contact CSI directly at XXX-XXX-XXXX or via email at [redacted]@CSIPros.org. Please provide Claim ID XXXXX when contacting CSI.
We regret that the customer found it necessary to file a Revdex.com complaint, but we trust that the above explanation enables them to better understand our position in this matter.

Initial Business Response /* (1000, 6, 2015/08/05) */
First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.
We have addressed this matter directly with the...

customer and sent their refund on 07/22/15.
We regret that the customer felt the need to file a complaint with the Revdex.com. We trust that the above explanation enables them to better understand our position on this matter.

First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services.  Loss/Damage:  It sounds like there has been a huge miscommunication about how to proceed after...

damages.  We have contacted CSI our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by law.  The customer was sent login information in order to file a claim online and up to date no claim has been received.  The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint.  All the above can and must be compensated through the claims process as required by federal regulations. For further assistance with filing claims the customer may contact CSI directly at [redacted] or via email at [redacted].  Please provide Claim ID [redacted] when contacting CSI. We regret that the customer found it necessary to file a Revdex.com complaint, but we trust that the above explanation enables them to better understand our position in this matter.