Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below To address Guardian Relocation’s response:A claim has been filed with Atlas Van Lines via their online form (8/9) It needs to be noted that this is contradictory to what we were directed to do when speaking with Guardian Relocation representatives We were originally told to supply photos and description of damage to Guardian Relocation and that would be forwarded to Golden Van Lines Regardless, Atlas Van Lines now has full documentation of our claim and complaint.Regarding the statement for the service premium we were charged - “There is no basis for that type of increase and we would encourage you to contact a consumer advocate council to review.” We were explicitly told this at the time of sale by the Guardian Relocation salesperson So, I will now certainly proceed with contacting the Chairman and Board members of the AMSA to make them aware of the mis-leading business practices of Guardian Relocation.Lastly, Guardian Relocation and Golden Van Lines have again failed to acknowledge or recognize their service failures for our move Expressly, not providing us – the customer – the required paperwork and documentation for our move:· Bill of Lading (required by law) – we were never asked to sign and we have never received.· Inventory – we have no documentation We were not asked to review or sign at the origin (IN) and only asked to sign AFTER unloading finished in CO Again, we were not provide with a copy.· Freight Bill – the only documentation we have for being charged is the credit card receipt We have never received the required freight bill The severe service and process failures and the preceding response that does not address them, now causes me to question the validity of the full amount we have been charged We have no record or documentation of our move, with the exception of the Estimate and credit card receipt We have no supporting documentation - that was required to be provided - on our inventory, inventory weight, or a bill that identifies each service provided and a charge for each.As such, we will continue to pursue and escalate our claim and complaints with the appropriate agencies Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I have responded to the letter received from Atlas Van Lines on 8/28, which they copied to the Revdex.com, and below is my email response and the attachments are the same attachments in my response Through this complaint process, I am further discovering that Atlas Van Lines and its agents - Guardian Relocation and Golden Van Lines - have not only admitted to their service failures, but they have also highlighted the instances where they have not complied with federal regulations I have continued to supply the appropriate agencies (FMCSA, AMSA, Colorado PUC, Indiana Motor Carrier Services) information and details on their noncompliance and deceitful business practices My email response on 8/30:Marilyn, We received your letter on 8/and your passive-aggressive attempt to placate us did not go unnoticed and your obvious dismissal of the accurate details we have painstakingly outlined is insulting It is apparent that Atlas Van Lines, Guardian Relocation and Golden Van Lines are going to avoid acknowledging their failure to perform as required, however I will not allow you to brush us off as your other representatives have It is my right as a consumer to respond and bring attention to the many deficiencies in your business practices and responses Let me be very clear, again, that the letter packet you sent (attached) with the inventory sheets and elusive Bill of Lading are the FIRST and ONLY copies we have EVER received Now having the required documentation in hand and the ability to properly review it for the first time, we are able to better clarify the events as they transpired during our move Regarding the Bill of Lading – your statement that we signed it at loading is not true It was this document, not the inventory sheets as I had originally thought, that the driver in Colorado presented to us for the VERY FIRST TIME at the END OF UNLOADING Additionally, it was this document that the driver in Colorado made the statement ‘they should have had you sign this in Indiana’ and further instructed my husband to sign it and back date it I suggest you ask the driver in Indiana about the Bill of Lading as well as the driver in Colorado and his comments regarding it If they tell you otherwise, Atlas has done a good job in training its employees to be deceitful According to the ‘Your Rights and Responsibilities When You Move’ published by the FMSCA (attached): “Your mover is required by law to prepare a bill of lading for your shipmentThe bill of lading is the contract between you and the mover for the transportation of your shipment The information on a bill of lading is required to be the same information shown on the order for serviceThe driver who loads your shipment must give you a copy of the bill of lading before or at the time of loading your shipmentThe bill of lading is an important document: do not lose or misplace your copy Have it available until your shipment is delivered, all charges are paid, and all claims, if any, are settled.” Once again, we were NEVER asked to sign ANY paperwork, documents, forms etcON LOADING DAY nor were we provided with ANY documentation or copies of ANYTHING Based on the requirements above, does this mean that Guardian Relocation and its representatives broke the law? Why is it that Colorado driver STILL DID NOT GIVE US A COPY of the Bill of Lading? And why is it that the Bill of Lading you sent me has no Guardian, Golden Van Lines or Atlas signatures on it? Does a two-party contract not need both signatures? If it does not have both signatures, is the contract still valid, and subsequently are the charges to our credit card even authorized? In hind-sight, we should not have signed the document as demanded by the Colorado driver But imagine the circumstances at this point (as I have previously outlined) - my husband and I just witnessed our possessions being unloaded into our brand-new home with no regard; then we were left standing among a crew of visibly disgruntled workers who had been repeatedly yelled at by the driver; a driver whose only communication to us was to complain about his crew then abandon his job - only to return at the conclusion of the unload and proceed to hurry us through a mess of paperwork and rush away leaving us with copies of NOTHING The document was signed under duress Regarding the Inventory – I question why you chose to send this I have not disputed the fact that we signed it after the packing team was done on 6/ However, the document you sent is incomplete and missing signatures At Destination and it has no record of anything being checked off or accounted for per your comment ‘Your shipment was handled several times during the transfer/relocation ’ In comparison, I have a stack of documentation from when we moved with Guardian Relocation in April to Indiana, and the inventory sheets specifically have quantity marks hand-written next to each item, plus a Customer Check Off Sheet that was given to me to use to check-off at the delivery It seems that at no point did Atlas or its agents validate our inventory during loading, unloading or the several times it was handled, and this has now been substantiated by the fact that you sent us incomplete inventory sheets Did anyone ever check our inventory at any point during our move? Why were we not provided with an opportunity or even asked to check off inventory during the unload? Was it because the person who was responsible for providing the paperwork (the driver) abandoned the job? Was it because the driver knew he had left boxes behind and didn’t want us to know? Did we receive proper service during our April move because it was a corporate move and Atlas and its agents hold National Accounts at a higher regard than private moves? Again, it was not until everything was unloaded that the driver pulled out inventory sheets that were haphazardly taped together, and again DID NOT PROVIDE US WITH COPIES My point on the inventory sheets is another demonstration of deceit Regarding the missing boxes, I now have conflicting information on this You state they got ‘separated from your other items’, yet I have an email from Ginger M [redacted] from Guardian Relocation on 6/(attached) stating the driver could not get the boxes on his trailer Which is correct? Why the deception on what actually happened? Another demonstration of deceit Regarding the Freight Bill – I am still waiting to receive a copy of this that reflects the actual amount we were charged and not a sentence in a letter According to the ‘Your Rights and Responsibilities When You Move’ published by the FMCSA: “At the time of payment of transportation charges, your mover must give you a freight bill identifying the service provided and the charge for each serviceIt is customary for most movers to use a copy of the bill of lading as a freight bill Except in those instances where a shipment is moving on a binding estimate, the freight bill must specifically identify each service performed, the rate or charge per service performed, and the total charges for each serviceIf this information is not on the freight bill, do not accept or pay the freight bill.” Because I still have not received this, should I question the validity or authorize what we were charged? Your response to this was to send us another copy of the Estimate and Order of Service We have never questioned these documents and I question why would you send us documents that do not reflect what we were actually charged? What if I were to be audited and needed to have supporting documentation for what I had paid? What if you were audited and needed substantiating documentation, do you have this information? How did Atlas determine what to charge – was it by weight and where was it weighed and where are the weight receipts? Was it by the size of truck/trailer and which truck/trailer was it since our belongings were ‘handled several times during the transfer/relocation’? Is the reason you did not provide this because you don’t have it? Until I receive supporting documentation on what we were charged, I will report this to the proper authorities and update the appropriate compliance agencies with this information We acknowledge we have been reimbursed only for the damage to our belongings (attached) and at this point, our complaint has escalated to bringing attention to the deceptive business practices of Atlas and its agents with the proper agencies and authorities You have made excuses and continue to condone the service we received because of the ‘busy season’ However, you have rightfully admitted that your service is subpar with the statement ‘unfortunate situations happen and we are not always successful in every relocation’ – but I cannot grasp why you, as a company, think this is ok Perhaps it would be beneficial to add that language to your estimates, contracts and marketing collateral It only seems fair that your customers know what to expect and not expect for their move with Atlas and it would certainly have forced us to select a different mover Unfortunately, we put our trust and confidence in using Guardian Relocation again because of how they handled our corporate move a year ago As for next steps, I am requesting to not hear from you again Marilyn Your research and review of our complaint is superficial, inaccurate and one-sided Should there be any other Atlas representative that would like to speak further and accurately about our move and what should have been done, I would be happy to have that conversation Otherwise, I will take my next steps with the proper compliance agencies and authorities to further investigate the events of our move Regards, [redacted] & [redacted] Cc: Scott M [redacted] President, CEO AMSA John M [redacted] , Chairman AMSA Donnelly E [redacted] Indiana Movers Association Colorado Public Utilities Complaints Division Federal Motor Carrier Safety Administration Indiana Motor Carrier Services, USDOT and UCR Services Regards, [redacted]
This response is in regard to Mr [redacted] s recent complaint regarding the proposed settlement of his claim for reported damage Mr [redacted] moved his household goods interstate from Collierville, TN to Louisville, Kentucky Guardian Relocation served as the booking, packing, and hauling agency under the authority of Atlas World Group.Guardian Relocation constantly strives to provide our customers with the best possible service in every aspect of their moving experience Unfortunately, we do not always succeed and it sometimes becomes necessary for a claim to be filed for reported damage Mr [redacted] s claim had been reviewed and a settlement was proposed; however, he did dispute the denial one item This item could not be confirmed as transit related damage by our assigned representative, exceptions at the time of delivery, nor by the photos submitted We have offered Mr [redacted] the option to submit his own repair estimate for the disputed item in an effort to confirm that the turntable was in fact damaged during his move At this time, Mr [redacted] has requested that his dispute be escalated and requests that this item be paid in full His claim is currently being reviewed by the management team of Guardian Relocation and a response will be forwarded to Mr [redacted] within a reasonable period of time Thank you for bringing this matter to our attention and be assured that we will act in an expeditious fashion to respond to Mr [redacted]
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] . The business has since modified their position and is paying the claim in full and find that this resolution would be satisfactory to me. Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
Regards,
*** ***
In response to the formal complaint submitted I would like to begin by saying that we here at Guardian constantly strive to provide our customers with the best possible serviceHowever, issues do arise and can be very upsetting to everyone involvedWe apologize for any inconvenience this may
have caused. In reading through the complaint hopefully we can shed some light on some of the issues that took place. Please note or take into consideration that the proposals that are provided are ESTIMATED costs for the relocation project. There are a lot of variables that come into play just like any other industry that provides proposals based on estimated costs. The Order For Services that is signed by our customers clearly states these are estimated charges and final billing could exceed the estimated costs or even decrease in cost depending on the final weights and packing services provided. Our driver that handled this relocation is a plus 30yr veteran to the moving & storage industry and has executed thousands of relocations during his tenure. He is given the opportunity to choose his labor to help assist as well as the volume of labor he needs to execute the relocation processI do understand the process took longer than anticipated but not to the Drivers doing. In looking into the proposal it looks like there where some additional packing that was required to items and thus required more time to properly complete this taskIn looking into the swing set claim please note this is handled by an outside company that is contracted by almost every major Moving & Storage company locally in StLouis as well as nationwide. They handle the disassembly and reassembly of the swing set as well as other intricate items that require specialized services. Unfortunately they did not breakdown the swing set far enough for our driver to safely fit the unit into the moving trailer. It then required to be broken down further to successfully fit into the trailer. As mentioned above Guardian relies on them to complete the disassembly as we do not perform this service. This was an oversight on the 3rd party company and while Guardian does contract to them to perform a service thus representing us we do apologize for the service they provided and have since expressed our disappointment with them in this particular situationAdditional charges - We understand that requesting additional money for services provided is awkward and not the most flattering situation to address. In looking into the paperwork it looks like the weight of the shipment was close to 1,500lbs more than what was estimatedWe are not sure where the customer came up with 400lbs additionally and the fact she spoke to a Chris here at the office for which we have no one employed here by the name of Chris. Please note that 1,500lbs is not hard to accumulate and can easily sway estimated charges. Also, please take into consideration as mentioned above that the Order For Service that is signed by the customer states that charges can increase or decrease in the customers favor in fact depending on the actual weight and services performed. Overall there were additional packing that was required and additional weight being shipped that caused the $3,increase in cost. The Order For Service that again is signed by the customer also states that if there is a discrepancy in pricing that at the time of unloading the customer is only required to pay up to 10% of the additional cost and the remaining balance will be reconciled at another date which is what was offered to the customer and they elected to go that route. In closing we here at Guardian would like to apologize for the experience our customer has claimed. Regards, Guardian Relocation
To whom it may concern,This letter is in response to the complaint submitted by Ms*** regarding the settlement of the damage claim submitted on the footboard. Ms***s comments are correct that her household goods were in storage at Guardian Relocation for years. At the
conclusion of her storage, arrangements were made to transport her household goods to her residence in Fischers Indiana. Ms***'s claim was submitted to us for missing hardware and a missing footboard to her King Size bed on July 25th, 2016. The missing parts box was noted at the time of delivery on July 1, as missing, but the footboard was not. Table Leafs and bookcases were also noted at the time of delivery but were not claimed.Guardian Relocation personnel were contacted and tracing was initiated for the parts box and the footboard. All tracing proved negative. We were then required to settle this claim with Ms*** based on the valuation selected for her storage which was $.60/lbper article as signed for on the Storage Order for Service. The settlement of $was based on this valuation with a total average weight of pounds for a King Size bed frame. This was in accordance with our maximum liability for articles damaged under this valuation selection, based on the Indiana Tariff.Guardian Relocation constantly strives for excellence in all of the services we offer to our customers. We certainly do regret any misunderstanding regarding this claim and we will be in contact with Ms*** in an effort to resolve this situation in the best interests of all parties involved. Should you have any questions, please contact Robin W*** at rw***@guardianrelocation.com or rw***@guardianrelocation.com .Sincerely, Robin W***/Claims Administrator and Rod W***, General ManagerGuardian Relocation, Inc
Guardian Relocation is very sorry for the poor service you received. There has been a change in the Home Delivery service for Central Indiana. Guardian Relocation has attempted to help out with these deliveries. The problem is we are unable to keep up with the inbound
freight. We have 5-crews delivering product 5-days a week. We are trying to call all of our Home Delivery clients as fast as we can. I am sorry for the long delay in receiving your product and the lack of communication from our office. Rod w***
This response is in regard to Mr***s recent complaint regarding the proposed settlement of his claim for reported damage. Mr*** moved his household goods interstate from Collierville, TN to Louisville, Kentucky. Guardian Relocation served as the booking, packing, and
hauling agency under the authority of Atlas World Group.Guardian Relocation constantly strives to provide our customers with the best possible service in every aspect of their moving experience. Unfortunately, we do not always succeed and it sometimes becomes necessary for a claim to be filed for reported damage. Mr***s claim had been reviewed and a settlement was proposed; however, he did dispute the denial one item. This item could not be confirmed as transit related damage by our assigned representative, exceptions at the time of delivery, nor by the photos submitted. We have offered Mr*** the option to submit his own repair estimate for the disputed item in an effort to confirm that the turntable was in fact damaged during his move. At this time, Mr*** has requested that his dispute be escalated and requests that this item be paid in full. His claim is currently being reviewed by the management team of Guardian Relocation and a response will be forwarded to Mr*** within a reasonable period of time. Thank you for bringing this matter to our attention and be assured that we will act in an expeditious fashion to respond to Mr***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** The business has since modified their position and is paying the claim in full and find that this resolution would be satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear belowAll of the above information is accurateHowever, the Company (Ginger) told me that my goods were arriving later than my promised delivery window after the window was upTherefore, they knew they would be late much before they told meAdditionally, Ginger told me that she was hoping she didn't have to tell me about the late notice...as this was the reason she gave when I confronted her about not telling me earlierOn top of this, she told me that the only things missing from my shipment were a piece of a sectional sofa, bar stools, and a dresserI have an email proving that this is all that she said was missingWhen the delivery team showed up, there were MANY more items missing than just thoseI was given informationTherefore, my wife and I were left living out of boxes in the middle of our floor due to the fact that we were unprepared for all of our items that were missingWe didn't know this was the case so were unable to find alternative lodging at the last second.
Regards,
*** ***
Guardian Relocation is very sorry that the entire shipment did not all fit on the original trailer heading to California. John M***, our certified sales rep estimated the shipment at 2,500#. The actual weight of the shipment was 2,720#. Guardian Relocation load up
Mr*** items 3/22/and transported the items back to our warehouse in Indianapolis, IN. Our driver was scheduled to load the items out of our warehouse on 3/28/17. The shipment was going to be stored at another Atlas agent in California until Mr*** was ready for his delivery. The original driver did not have room for all of the items. He was able to load 1,900#on his trailer, before he was full. This left 820# in our warehouse. The original driver delivered his portion to the Atlas agent in California on 4/3/17. Mr*** then requested his items to be delivered out of storage on Saturday 4/22/17. The agent in California charges overtime for Saturday deliveries. We delivered everything on 4/except for the 820# still in Indianapolis. The 820# was delivered to Mr*** the following Saturday. Mr*** was not charged for the full weight of his shipment in storage. He was only charged for the actual weight put into storage in California. Guardian Relocation has offered to cut the overtime charges in 1/2. He was not charged for the 820# in storage in Indianapolis while we waited for a driver who had room heading to California. We are very sorry for the inconvenience this delay may have caused. Guardian Relocation still provided the service of moving the items from Indianapolis to California
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below To address Guardian Relocation’s response:A claim has been filed with Atlas Van Lines via their online form (8/9) It needs to be noted that this is contradictory to what we were directed to do when speaking with Guardian Relocation representatives We were originally told to supply photos and description of damage to Guardian Relocation and that would be forwarded to Golden Van Lines Regardless, Atlas Van Lines now has full documentation of our claim and complaint.Regarding the statement for the service premium we were charged - “There is no basis for that type of increase and we would encourage you to contact a consumer advocate council to review.” We were explicitly told this at the time of sale by the Guardian Relocation salesperson So, I will now certainly proceed with contacting the Chairman and Board members of the AMSA to make them aware of the mis-leading business practices of Guardian Relocation.Lastly, Guardian Relocation and Golden Van Lines have again failed to acknowledge or recognize their service failures for our move Expressly, not providing us – the customer – the required paperwork and documentation for our move:· Bill of Lading (required by law) – we were never asked to sign and we have never received.· Inventory – we have no documentation We were not asked to review or sign at the origin (IN) and only asked to sign AFTER unloading finished in CO Again, we were not provide with a copy.· Freight Bill – the only documentation we have for being charged is the credit card receipt We have never received the required freight bill The severe service and process failures and the preceding response that does not address them, now causes me to question the validity of the full amount we have been charged We have no record or documentation of our move, with the exception of the Estimate and credit card receipt We have no supporting documentation - that was required to be provided - on our inventory, inventory weight, or a bill that identifies each service provided and a charge for each.As such, we will continue to pursue and escalate our claim and complaints with the appropriate agencies Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I have responded to the letter received from Atlas Van Lines on 8/28, which they copied to the Revdex.com, and below is my email response and the attachments are the same attachments in my response Through this complaint process, I am further discovering that Atlas Van Lines and its agents - Guardian Relocation and Golden Van Lines - have not only admitted to their service failures, but they have also highlighted the instances where they have not complied with federal regulations I have continued to supply the appropriate agencies (FMCSA, AMSA, Colorado PUC, Indiana Motor Carrier Services) information and details on their noncompliance and deceitful business practices My email response on 8/30:Marilyn, We received your letter on 8/and your passive-aggressive attempt to placate us did not go unnoticed and your obvious dismissal of the accurate details we have painstakingly outlined is insulting It is apparent that Atlas Van Lines, Guardian Relocation and Golden Van Lines are going to avoid acknowledging their failure to perform as required, however I will not allow you to brush us off as your other representatives have It is my right as a consumer to respond and bring attention to the many deficiencies in your business practices and responses Let me be very clear, again, that the letter packet you sent (attached) with the inventory sheets and elusive Bill of Lading are the FIRST and ONLY copies we have EVER received Now having the required documentation in hand and the ability to properly review it for the first time, we are able to better clarify the events as they transpired during our move Regarding the Bill of Lading – your statement that we signed it at loading is not true It was this document, not the inventory sheets as I had originally thought, that the driver in Colorado presented to us for the VERY FIRST TIME at the END OF UNLOADING Additionally, it was this document that the driver in Colorado made the statement ‘they should have had you sign this in Indiana’ and further instructed my husband to sign it and back date it I suggest you ask the driver in Indiana about the Bill of Lading as well as the driver in Colorado and his comments regarding it If they tell you otherwise, Atlas has done a good job in training its employees to be deceitful According to the ‘Your Rights and Responsibilities When You Move’ published by the FMSCA (attached): “Your mover is required by law to prepare a bill of lading for your shipmentThe bill of lading is the contract between you and the mover for the transportation of your shipment The information on a bill of lading is required to be the same information shown on the order for serviceThe driver who loads your shipment must give you a copy of the bill of lading before or at the time of loading your shipmentThe bill of lading is an important document: do not lose or misplace your copy Have it available until your shipment is delivered, all charges are paid, and all claims, if any, are settled.” Once again, we were NEVER asked to sign ANY paperwork, documents, forms etcON LOADING DAY nor were we provided with ANY documentation or copies of ANYTHING Based on the requirements above, does this mean that Guardian Relocation and its representatives broke the law? Why is it that Colorado driver STILL DID NOT GIVE US A COPY of the Bill of Lading? And why is it that the Bill of Lading you sent me has no Guardian, Golden Van Lines or Atlas signatures on it? Does a two-party contract not need both signatures? If it does not have both signatures, is the contract still valid, and subsequently are the charges to our credit card even authorized? In hind-sight, we should not have signed the document as demanded by the Colorado driver But imagine the circumstances at this point (as I have previously outlined) - my husband and I just witnessed our possessions being unloaded into our brand-new home with no regard; then we were left standing among a crew of visibly disgruntled workers who had been repeatedly yelled at by the driver; a driver whose only communication to us was to complain about his crew then abandon his job - only to return at the conclusion of the unload and proceed to hurry us through a mess of paperwork and rush away leaving us with copies of NOTHING The document was signed under duress Regarding the Inventory – I question why you chose to send this I have not disputed the fact that we signed it after the packing team was done on 6/ However, the document you sent is incomplete and missing signatures At Destination and it has no record of anything being checked off or accounted for per your comment ‘Your shipment was handled several times during the transfer/relocation ’ In comparison, I have a stack of documentation from when we moved with Guardian Relocation in April to Indiana, and the inventory sheets specifically have quantity marks hand-written next to each item, plus a Customer Check Off Sheet that was given to me to use to check-off at the delivery It seems that at no point did Atlas or its agents validate our inventory during loading, unloading or the several times it was handled, and this has now been substantiated by the fact that you sent us incomplete inventory sheets Did anyone ever check our inventory at any point during our move? Why were we not provided with an opportunity or even asked to check off inventory during the unload? Was it because the person who was responsible for providing the paperwork (the driver) abandoned the job? Was it because the driver knew he had left boxes behind and didn’t want us to know? Did we receive proper service during our April move because it was a corporate move and Atlas and its agents hold National Accounts at a higher regard than private moves? Again, it was not until everything was unloaded that the driver pulled out inventory sheets that were haphazardly taped together, and again DID NOT PROVIDE US WITH COPIES My point on the inventory sheets is another demonstration of deceit Regarding the missing boxes, I now have conflicting information on this You state they got ‘separated from your other items’, yet I have an email from Ginger M [redacted] from Guardian Relocation on 6/(attached) stating the driver could not get the boxes on his trailer Which is correct? Why the deception on what actually happened? Another demonstration of deceit Regarding the Freight Bill – I am still waiting to receive a copy of this that reflects the actual amount we were charged and not a sentence in a letter According to the ‘Your Rights and Responsibilities When You Move’ published by the FMCSA: “At the time of payment of transportation charges, your mover must give you a freight bill identifying the service provided and the charge for each serviceIt is customary for most movers to use a copy of the bill of lading as a freight bill Except in those instances where a shipment is moving on a binding estimate, the freight bill must specifically identify each service performed, the rate or charge per service performed, and the total charges for each serviceIf this information is not on the freight bill, do not accept or pay the freight bill.” Because I still have not received this, should I question the validity or authorize what we were charged? Your response to this was to send us another copy of the Estimate and Order of Service We have never questioned these documents and I question why would you send us documents that do not reflect what we were actually charged? What if I were to be audited and needed to have supporting documentation for what I had paid? What if you were audited and needed substantiating documentation, do you have this information? How did Atlas determine what to charge – was it by weight and where was it weighed and where are the weight receipts? Was it by the size of truck/trailer and which truck/trailer was it since our belongings were ‘handled several times during the transfer/relocation’? Is the reason you did not provide this because you don’t have it? Until I receive supporting documentation on what we were charged, I will report this to the proper authorities and update the appropriate compliance agencies with this information We acknowledge we have been reimbursed only for the damage to our belongings (attached) and at this point, our complaint has escalated to bringing attention to the deceptive business practices of Atlas and its agents with the proper agencies and authorities You have made excuses and continue to condone the service we received because of the ‘busy season’ However, you have rightfully admitted that your service is subpar with the statement ‘unfortunate situations happen and we are not always successful in every relocation’ – but I cannot grasp why you, as a company, think this is ok Perhaps it would be beneficial to add that language to your estimates, contracts and marketing collateral It only seems fair that your customers know what to expect and not expect for their move with Atlas and it would certainly have forced us to select a different mover Unfortunately, we put our trust and confidence in using Guardian Relocation again because of how they handled our corporate move a year ago As for next steps, I am requesting to not hear from you again Marilyn Your research and review of our complaint is superficial, inaccurate and one-sided Should there be any other Atlas representative that would like to speak further and accurately about our move and what should have been done, I would be happy to have that conversation Otherwise, I will take my next steps with the proper compliance agencies and authorities to further investigate the events of our move Regards, [redacted] & [redacted] Cc: Scott M [redacted] President, CEO AMSA John M [redacted] , Chairman AMSA Donnelly E [redacted] Indiana Movers Association Colorado Public Utilities Complaints Division Federal Motor Carrier Safety Administration Indiana Motor Carrier Services, USDOT and UCR Services Regards, [redacted]
This response is in regard to Mr [redacted] s recent complaint regarding the proposed settlement of his claim for reported damage Mr [redacted] moved his household goods interstate from Collierville, TN to Louisville, Kentucky Guardian Relocation served as the booking, packing, and hauling agency under the authority of Atlas World Group.Guardian Relocation constantly strives to provide our customers with the best possible service in every aspect of their moving experience Unfortunately, we do not always succeed and it sometimes becomes necessary for a claim to be filed for reported damage Mr [redacted] s claim had been reviewed and a settlement was proposed; however, he did dispute the denial one item This item could not be confirmed as transit related damage by our assigned representative, exceptions at the time of delivery, nor by the photos submitted We have offered Mr [redacted] the option to submit his own repair estimate for the disputed item in an effort to confirm that the turntable was in fact damaged during his move At this time, Mr [redacted] has requested that his dispute be escalated and requests that this item be paid in full His claim is currently being reviewed by the management team of Guardian Relocation and a response will be forwarded to Mr [redacted] within a reasonable period of time Thank you for bringing this matter to our attention and be assured that we will act in an expeditious fashion to respond to Mr [redacted]
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] . The business has since modified their position and is paying the claim in full and find that this resolution would be satisfactory to me. Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
Regards,
*** ***
In response to the formal complaint submitted I would like to begin by saying that we here at Guardian constantly strive to provide our customers with the best possible serviceHowever, issues do arise and can be very upsetting to everyone involvedWe apologize for any inconvenience this may
have caused. In reading through the complaint hopefully we can shed some light on some of the issues that took place. Please note or take into consideration that the proposals that are provided are ESTIMATED costs for the relocation project. There are a lot of variables that come into play just like any other industry that provides proposals based on estimated costs. The Order For Services that is signed by our customers clearly states these are estimated charges and final billing could exceed the estimated costs or even decrease in cost depending on the final weights and packing services provided. Our driver that handled this relocation is a plus 30yr veteran to the moving & storage industry and has executed thousands of relocations during his tenure. He is given the opportunity to choose his labor to help assist as well as the volume of labor he needs to execute the relocation processI do understand the process took longer than anticipated but not to the Drivers doing. In looking into the proposal it looks like there where some additional packing that was required to items and thus required more time to properly complete this taskIn looking into the swing set claim please note this is handled by an outside company that is contracted by almost every major Moving & Storage company locally in StLouis as well as nationwide. They handle the disassembly and reassembly of the swing set as well as other intricate items that require specialized services. Unfortunately they did not breakdown the swing set far enough for our driver to safely fit the unit into the moving trailer. It then required to be broken down further to successfully fit into the trailer. As mentioned above Guardian relies on them to complete the disassembly as we do not perform this service. This was an oversight on the 3rd party company and while Guardian does contract to them to perform a service thus representing us we do apologize for the service they provided and have since expressed our disappointment with them in this particular situationAdditional charges - We understand that requesting additional money for services provided is awkward and not the most flattering situation to address. In looking into the paperwork it looks like the weight of the shipment was close to 1,500lbs more than what was estimatedWe are not sure where the customer came up with 400lbs additionally and the fact she spoke to a Chris here at the office for which we have no one employed here by the name of Chris. Please note that 1,500lbs is not hard to accumulate and can easily sway estimated charges. Also, please take into consideration as mentioned above that the Order For Service that is signed by the customer states that charges can increase or decrease in the customers favor in fact depending on the actual weight and services performed. Overall there were additional packing that was required and additional weight being shipped that caused the $3,increase in cost. The Order For Service that again is signed by the customer also states that if there is a discrepancy in pricing that at the time of unloading the customer is only required to pay up to 10% of the additional cost and the remaining balance will be reconciled at another date which is what was offered to the customer and they elected to go that route. In closing we here at Guardian would like to apologize for the experience our customer has claimed. Regards, Guardian Relocation
To whom it may concern,This letter is in response to the complaint submitted by Ms*** regarding the settlement of the damage claim submitted on the footboard. Ms***s comments are correct that her household goods were in storage at Guardian Relocation for years. At the
conclusion of her storage, arrangements were made to transport her household goods to her residence in Fischers Indiana. Ms***'s claim was submitted to us for missing hardware and a missing footboard to her King Size bed on July 25th, 2016. The missing parts box was noted at the time of delivery on July 1, as missing, but the footboard was not. Table Leafs and bookcases were also noted at the time of delivery but were not claimed.Guardian Relocation personnel were contacted and tracing was initiated for the parts box and the footboard. All tracing proved negative. We were then required to settle this claim with Ms*** based on the valuation selected for her storage which was $.60/lbper article as signed for on the Storage Order for Service. The settlement of $was based on this valuation with a total average weight of pounds for a King Size bed frame. This was in accordance with our maximum liability for articles damaged under this valuation selection, based on the Indiana Tariff.Guardian Relocation constantly strives for excellence in all of the services we offer to our customers. We certainly do regret any misunderstanding regarding this claim and we will be in contact with Ms*** in an effort to resolve this situation in the best interests of all parties involved. Should you have any questions, please contact Robin W*** at rw***@guardianrelocation.com or rw***@guardianrelocation.com .Sincerely, Robin W***/Claims Administrator and Rod W***, General ManagerGuardian Relocation, Inc
Guardian Relocation is very sorry for the poor service you received. There has been a change in the Home Delivery service for Central Indiana. Guardian Relocation has attempted to help out with these deliveries. The problem is we are unable to keep up with the inbound
freight. We have 5-crews delivering product 5-days a week. We are trying to call all of our Home Delivery clients as fast as we can. I am sorry for the long delay in receiving your product and the lack of communication from our office. Rod w***
This response is in regard to Mr***s recent complaint regarding the proposed settlement of his claim for reported damage. Mr*** moved his household goods interstate from Collierville, TN to Louisville, Kentucky. Guardian Relocation served as the booking, packing, and
hauling agency under the authority of Atlas World Group.Guardian Relocation constantly strives to provide our customers with the best possible service in every aspect of their moving experience. Unfortunately, we do not always succeed and it sometimes becomes necessary for a claim to be filed for reported damage. Mr***s claim had been reviewed and a settlement was proposed; however, he did dispute the denial one item. This item could not be confirmed as transit related damage by our assigned representative, exceptions at the time of delivery, nor by the photos submitted. We have offered Mr*** the option to submit his own repair estimate for the disputed item in an effort to confirm that the turntable was in fact damaged during his move. At this time, Mr*** has requested that his dispute be escalated and requests that this item be paid in full. His claim is currently being reviewed by the management team of Guardian Relocation and a response will be forwarded to Mr*** within a reasonable period of time. Thank you for bringing this matter to our attention and be assured that we will act in an expeditious fashion to respond to Mr***
Please see attachment our letter to the US Department of Transportation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** The business has since modified their position and is paying the claim in full and find that this resolution would be satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear belowAll of the above information is accurateHowever, the Company (Ginger) told me that my goods were arriving later than my promised delivery window after the window was upTherefore, they knew they would be late much before they told meAdditionally, Ginger told me that she was hoping she didn't have to tell me about the late notice...as this was the reason she gave when I confronted her about not telling me earlierOn top of this, she told me that the only things missing from my shipment were a piece of a sectional sofa, bar stools, and a dresserI have an email proving that this is all that she said was missingWhen the delivery team showed up, there were MANY more items missing than just thoseI was given informationTherefore, my wife and I were left living out of boxes in the middle of our floor due to the fact that we were unprepared for all of our items that were missingWe didn't know this was the case so were unable to find alternative lodging at the last second.
Regards,
*** ***
Guardian Relocation is very sorry that the entire shipment did not all fit on the original trailer heading to California. John M***, our certified sales rep estimated the shipment at 2,500#. The actual weight of the shipment was 2,720#. Guardian Relocation load up
Mr*** items 3/22/and transported the items back to our warehouse in Indianapolis, IN. Our driver was scheduled to load the items out of our warehouse on 3/28/17. The shipment was going to be stored at another Atlas agent in California until Mr*** was ready for his delivery. The original driver did not have room for all of the items. He was able to load 1,900#on his trailer, before he was full. This left 820# in our warehouse. The original driver delivered his portion to the Atlas agent in California on 4/3/17. Mr*** then requested his items to be delivered out of storage on Saturday 4/22/17. The agent in California charges overtime for Saturday deliveries. We delivered everything on 4/except for the 820# still in Indianapolis. The 820# was delivered to Mr*** the following Saturday. Mr*** was not charged for the full weight of his shipment in storage. He was only charged for the actual weight put into storage in California. Guardian Relocation has offered to cut the overtime charges in 1/2. He was not charged for the 820# in storage in Indianapolis while we waited for a driver who had room heading to California. We are very sorry for the inconvenience this delay may have caused. Guardian Relocation still provided the service of moving the items from Indianapolis to California