RELO Van Lines, LLC

I filed a complaint against Relo Van (complaint ID [redacted] We have reached satisfactory settlement with the company and I want this to be reflected in the complaint historyPlease advice what should I do?

We apologize that this complaint was overlooked and not resolvedHowever the customer was fully taken care ofHis delivery was delayed by a day but attached you will find the delivery documents with his signature that delivery took place without exception on 4-29-2017.We trust this is enough information to close the complaintThank you,Relo Van Lines, LLC

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

We are happy to report that we have come to an amicable resolution with Mr***He has accepted a $refund as a gesture of good faith for the inconveniences he incurred during his relocationAttached are the documents required to get this case updated to "closed resolved." Thank you

September 28, Revdex.com Response Case Number: [redacted] Job Number: [redacted] We are writing to confirm the receipt of the complaint filed by [redacted] against our company, All State Van Lines Relocation (ASVLR) We are regretful that Ms [redacted] did not having a pleasant moving experienceAs her moving coordinator, we will continue to do everything in our power to ensure that her issues are resolved and her concerns are readily addressed Ms [redacted] contracted our company to coordinate the relocation from New Hartford, NY to Duncanville, PA, with estimated pickup dates of 12-27-through 12-28-and estimated delivery dates of 12-31-through 1-3-It is important to note that when Ms [redacted] hired our company she was provided with all the necessary documentation outlining our policies and terms of agreement As Ms [redacted] is aware, she hired our company to provide moving coordinator/broker services and not to handle or otherwise participate in the relocation as a motor carrier The following excerpt from our agreed upon Terms and Conditions explains our role as a moving coordinator/shipper agent/brokerPlease note that the section of our agreed to Terms and Conditions is clearly labeled “AGENT/BROKER and CARRIER/MOVER” to ensure that our mutual customer understood the differenceSee the excerpt below: AGENT / BROKER and CARRIER / MOVER: a As a properly licensed interstate moving coordinator/shipper agent/broker, ASVLR is not a motor carrier and will not transport an individual shipper's household goods, but will coordinate, negotiate and arrange as my representative for the transportation of household goods by an FMCSA authorized motor carrier, whose charges will be determined by the carrier’s published tariffI understand that I will enter into the contract (bill of lading) for "moving services" directly with the motor carrier and that as my moving coordinator/shipper agent/broker representative; ASVLR is not a party to that contractThe terms of the estimate and all services to be provided are subject to the carrier’s tariffs, incorporated by reference and available for inspection upon reasonable request at Carrier’s general officesb Shipper will be subject to all applicable laws and the general terms and conditions of the carrier which shall include, without limitation, a requirement that payment in full of all charges is due before unloading of the goods in accordance with the carrier's lawful lien on the propertyc Shipper has hired ASVLR as a moving coordinator/shipper agent/broker and not to handle or otherwise participate in a move as a carrierIn acting as a shipper agent only, ASVLR is not responsible for any acts or omissions of the carrier or its employees or AgentsShipper must pursue the carrier for all claims for property damage and personal injury or death, including without limitation, any claims for damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers or movers, or other types of claims Our agreed upon Terms and Conditions made it perfectly clear that we are not responsible for any “acts or omissions of the carrier or its employees or Agents.” As her moving coordinator, we performed as contractually agreed by providing Ms [redacted] with a binding estimate and securing the carrier that serviced her move Ms [redacted] agreed to transport an estimate of 9,pounds On the day of pick up, the movers noticed she had more items to transport than what she previously relayed to usThe carrier assigned to her move, US Van Lines, not only met but exceeded their contractual obligation by hauling a total weight of 12,The truck was loaded to capacity and therefore some remaining items could not be transported Neither ASVLR nor the carrier assigned to her move, US Van Lines, are contractually or financially obligated to secure the items left behind Unfortunately, Ms [redacted] did incur some damage and was advised to file a claim through Relo Van Lines Once received, it will be processed according to the option she selected at pick up As far as any property damage, Ms [redacted] has been advised to file a claim through US Van Line’s Cargo Insurance Company Management has been in communication with Ms [redacted] to apologize for the inconveniences she experienced and to resolve the outstanding mattersAs a good faith gesture, ASVLR has extended a refund for $for the inconvenienceMs [redacted] has been emailed the document that will allow our office to process the funds back to the credit card we have on file We thank you for your attention to this matter and we invite Ms [redacted] to contact our office directly with any questions or concerns at her earliest convenience Sincerely, All State Van Lines Relocation

To Whom It May Concern:Our company sincerely apologizes for the losses MrMiller suffered as a result of the movePlease be advised that our company has several agent companies throughout the United States, who provide relocation services for our customers and we regret that MrMiller had an experience that was anything other than favorable with the agent that performed his moving servicesMrMiller booked his move through moving broker All State Van Lines Relocation Division and our company dispatched an agent of our network to provide moving services for his relocation from Reno, NV to Coeur D Alene, ID.As it relates to the missing items and losses suffered, MrMiller was advised by the broker office to file a claim to address this concern according to the terms and conditions of the shipping agreement established upon being advised that the missing items could not be locatedA claim form along with details on the process and its requirements was sent to MrMiller and he confirmed receipt of the documents on 2/19/To date, a claim has not been received for processing, therefore, we urge MrMiller to submit his claim as soon as possible so this issue can be addressedMrMiller has nine months from the date of delivery to make his submissionThe cost concern will also be addressed upon receiving additional information from him as requested by our office, in order to determine resolution.Should you require any additional information, please do not hestitate to contact us.Sincerely, Relo Van Lines, LLC

We are writing to confirm the receipt of the complaint filed by [redacted] [redacted] against our company, Relo Van Lines (RVL)We were contracted to perform his relocation from Bluefield, WV to Absecon, NJ, with estimated pickup dates of 3-30-through 3-31-and estimated delivery dates of 4-1-through 4-6-Unfortunately, Mr [redacted] had some damages and filed a claim The claims manager is currently in discussions with him in regards to how the claim was processed and a reconsideration of the settlement amount is also being reviewedWe thank you for your attention to this matter and we invite Mr [redacted] to contact our office directly with any questions or concerns at his earliest convenience

Please note that as of 12/23/2015, we have made a significant refund offer to Mr [redacted] as a gesture of good faithHowever, he has yet to sign and return the refund offer to our company so that he can be refundedWe have thoroughly reviewed the complaint and we sincerely apologize that Mr [redacted] was unhappy with the services that he received from our companyHowever, we have been in contact with Mr [redacted] and we are working diligently to ensure that he is satisfied with the resolutionPlease note that our company makes no attempts to withhold information, nor do we have intentions of deliberately misinforming our customers or misrepresenting the services we provideOur agreed upon Terms and Conditions clearly show that Mr [redacted] hired All State Van Lines Relocation as a moving coordinatorWhile Mr [redacted] continually files complaints and provides correspondence to our rebuttals online, he has been nonresponsive in our efforts to contact him and form a resolutionWe can assure you that our Customer Service Department has done its part to attempt to contact Mr [redacted] and come to an agreeable resolution and settlementWe have explained to Mr [redacted] on numerous occasions that his issues are with Quality Relocation Incand NOT our companyWe were hired to act as a moving coordinatorWe were NOT hired to act as a carrier in any wayIn other words, we were not hired to move or transport any furnitureMr [redacted] signed our agreed upon Terms and Conditions and he was FULLY aware that our company, ASVLR, is NOT liable or responsible for any acts or omissions of the carrierHowever, as his moving coordinator, we will work on his behalf to see that he receives just compensation for his damaged and/or missing itemsThe following excerpt from our agreed upon Terms and Conditions explains our role as a moving coordinator/shipper agent/brokerPlease note that this section of our agreed to Terms and Conditions is clearly labeled “AGENT/BROKER and CARRIER/MOVER” to ensure that our mutual customer understood the differenceSee the excerpt below:AGENT / BROKER and CARRIER / MOVER: aAs a properly licensed interstate moving coordinator/shipper agent/broker, ASVLR is not a motor carrier and will not transport an individual shipper's household goods, but will coordinate, negotiate and arrange as my representative for the transportation of household goods by an FMCSA authorized motor carrier, whose charges will be determined by the carrier’s published tariffI understand that I will enter into the contract (bill of lading) for "moving services" directly with the motor carrier and that as my moving coordinator/shipper agent/broker representative; ASVLR is not a party to that contractThe terms of this estimate and all services to be provided are subject to the carrier’s tariffs, incorporated by reference and available for inspection upon reasonable request at Carrier’s general offices.bShipper will be subject to all applicable laws and the general terms and conditions of the carrier,which shall include, without limitation, a requirement that payment in full of all charges is due before unloading of the goods in accordance with the carrier's lawful lien on the property.cShipper has hired ASVLR as a moving coordinator/shipper agent/broker and not to handle or otherwise participate in a move as a carrierIn acting as a shipper agent only, ASVLR is not responsible for any acts or omissions of the carrier or its employees or AgentsShipper must pursue the carrier for all claims for property damage and personal injury or death, including without limitation, any claims for damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers or movers, or other types of claims

Tell us why here.Revdex.com Response Case Number: ***Job Number: ***-**We are writing to confirm the receipt of the complaint filed by *** *** against our companyOn 11/27/2015, we received notice that this case was closed after we provided a response and the consumer failed to respondAt
NO POINT did we fail to respond to any complaints filed by Mr*** via your agencyPlease note that we are attentive to both Mr*** as well as any complaints that are filed via your agency against our companyWe sincerely apologize for any errors that were made and we ensure that our responses will be timely as they often are moving forward.Please note that as of 11/10/2015, we are continuing to work closely with Mr*** to resolve his issuesOn 11/6/2015, we emailed Mr*** and reassured him that we are working on his behalf as his moving coordinatorAt this time, we reminded Mr*** that we have made him a significant refund offer in the amount of $1,that he has yet to sign and return to our company so that he can we compensatedWe will continue to work with Mr*** to find common groundAt NO point was our company negligent to Mr*** or to your agencyWe have thoroughly reviewed the complaint and we sincerely apologize that Mr*** was unhappy with the services that he received from our companyHowever, we have been in contact with Mr*** and we are working diligently to ensure that he is satisfied with the resolutionPlease note that our company makes no attempts to withhold information, nor do we have intentions of deliberately misinforming our customers or misrepresenting the services we provideOur agreed upon Terms and Conditions clearly show that Mr*** hired All State Van Lines Relocation as a moving coordinatorAs a moving broker, ASVLR was responsible for providing a binding estimate and securing a carrier to service our mutual client’s moveThis is just what we didThere’s no doubt that we provided Mr*** with our coordination services as they were described in our agreed upon Terms and Conditions.Mr*** is aware that he hired our company as a moving coordinator/shipper agent/broker and not to handle or participate in the move as a carrierBased on the binding contract that Mr*** signed with our company, we rendered our services as per the agreement and the deposit charge represents the fee for this service as “binding estimate fee.” Please see the attached documentation that itemizes the amount in dispute as a Deposit/Binding Estimate Fee.Please note that Mr*** signed our agreed upon Terms and Conditions on 9/15/The following excerpt from our agreed upon Terms and Conditions explains our role as a moving coordinator/shipper agent/brokerPlease note that this section of our agreed to Terms and Conditions is clearly labeled “AGENT/BROKER and CARRIER/MOVER” to ensure that our mutual customer understood the differenceSee the excerpt below:AGENT / BROKER and CARRIER / MOVER: aAs a properly licensed interstate moving coordinator/shipper agent/broker, ASVLR is not a motor carrier and will not transport an individual shipper's household goods, but will coordinate, negotiate and arrange as my representative for the transportation of household goods by an FMCSA authorized motor carrier, whose charges will be determined by the carrier’s published tariffI understand that I will enter into the contract (bill of lading) for "moving services" directly with the motor carrier and that as my moving coordinator/shipper agent/broker representative; ASVLR is not a party to that contractThe terms of this estimate and all services to be provided are subject to the carrier’s tariffs, incorporated by reference and available for inspection upon reasonable request at Carrier’s general offices.bShipper will be subject to all applicable laws and the general terms and conditions of the carrier,which shall include, without limitation, a requirement that payment in full of all charges is due before unloading of the goods in accordance with the carrier's lawful lien on the property.cShipper has hired ASVLR as a moving coordinator/shipper agent/broker and not to handle or otherwise participate in a move as a carrierIn acting as a shipper agent only, ASVLR is not responsible for any acts or omissions of the carrier or its employees or AgentsShipper must pursue the carrier for all claims for property damage and personal injury or death, including without limitation, any claims for damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers or movers, or other types of claims.In additional details of the complaint, Mr*** states that the merchant did not move all the furniture and states that the movers left behind 25-percent of his furniturePlease note that this is a perfect example of the issues that Mr*** has with Quality Relocation Inc., the carrier that serviced his move, and NOT our company, ASVLRAt NO POINT did we “BATE AND SWITCH” Mr***Our agreed upon Terms and Conditions made it perfectly clear that we are not responsible for any acts or omissions of the carrier or its employees or Agents”As her moving coordinator, we performed as contractually agreed by providing Mr*** with a binding estimate and securing the carrier that serviced her moveAdditionally, our mutual client agreed in writing to follow the claims process in order to receive any compensation from the carrier responsible for his move. Please note that their office will propose a resolution for his claim based on the information listed on the Standard Proof of Loss and Damage form, the evidence provided to support his claims, the exceptions noted on the furniture list he signed at delivery and the coverage chosen for the itemsWe must advise that it may take up to days to process his claimHowever, it should be noted that the Department of Transportation allocates up to days from the receipt of his documentation.Additionally, all of the issues expressed in writing by Mr*** are with Quality Relocation Inc., the carrier that serviced his move and not with ASVLROur agreed to terms made it clear that our company is NOT responsible “for any acts or omissions of the carrier” and Mr*** agreed in writing to pursue the carrier for ALL CLAIMSAs his moving coordinator we performed as contractually agreed and Mr*** received our coordination services as they were described in our agreed upon Terms and ConditionsOur Customer Service Department has been made aware of our mutual client’s dissatisfaction with the carrier who serviced his move and a representative from our Customer Service Department has contacted him to explain the courtesy compensation that was offered by our company. As his moving coordinator/shipper’s agent we have negotiated a compensation offer of $1,as a gesture of good faithPlease see the attached refund offer of $1,that has not been signed and returned by our mutual client. Please note that our company must receive his signed acceptance of this compensation offer in order to process any credit to his account. In the event this refund offer is signed and returned to our office, a credit will immediately be processed to his accountIn the event Mr*** does not provide his written acceptance of this $1,offer, he is not relieved of his current obligation to pay in full for the coordination services he absolutely received from our company. We anxiously await his written correspondence in order to issue him the credit of $1,080.00.We look forward to your correspondence and release of the funds for our services rendered as we fulfilled our contractual obligation.Sincerely,All State Van Lines Relocation, Inc

To Whom It May Concern:Our company sincerely apologizes for the frustrations and inconveniences Ms*** experienced in duration of her relocationPlease be advised that the move was booked with moving broker *** *** *** *** ***, who coordinated her relocation and it was
conducted according to the terms and conditions of the shipping agreement establishedOnce she booked the move with their company it was dispatched to Relo Van Lines, LLCand an agent of the network was assigned to render the moving servicesThe shipping agreement stipulated that the agent had the right to collect up to 50% of the estimated balance due and the remainder of the actual balance at the time of delivery, prior to unloading and this was the case with Ms*** move, thus the agent collecting funds at the time of pick up and delivery.As it relate to the losses suffered, Ms*** was informed by the moving broker's office that a claim would need to be filed to address the matterOur records confirm that Ms*** submitted her claim for processing, which we received on 8/27/Ms*** did not purchased additional insurance, therefore, the valuation coverage she selected was for her items to be shipped under the standard limited liability of $per pound per articleUnder this option, the agent is required to provide limited liability coverage at no charge to the customer and the maximum liability is limited to $per pound per article for all items indicated as damaged or missing at the time of deliveryThe agreement further states that failure to indicate damage at the time of delivery would result in the carrier's liability being waived and Ms*** claim was addressed accordinglyOn 1/02/15, Ms*** was notified in documentation of the outcome of the claim being $The letter she received explained the resolution of the claim in detail and forwarded along with this letter was an agreement that required Ms*** to sign and return the document to our office in order to expedite the reimbursement processMs*** contacted our office after receiving the correspondence on this date to express dissatisfaction with the outcome and our claim department offered to send the claim back to the agent for reconsiderationMs*** declined this offer and requested the documents be sent via standard mail and her request was fulfilledPlease review the attached documents.We regret that Ms*** does not find this amount satisfactory, however, the claim was settled as agreed and unfortunately we are unable to increase the offerWe thank you for your attention in this matterShould you require any additional information, please do not hesitate to contact us.Sincerely,Relo Van Lines, LLC

The company Relo Van Lines contacted me and let me know they reached a settlement. I posted that due to confidentiality I cannot disclose the terms just that both sides consider the matter satisfactorily settled. Thank you for your help in settling the matter.Best regards,***

Complaint: ***
I am rejecting this response because: My settlement was to receive $refund from All State Van Lines RelocationAs of today, I have only received partial refund of $Once, I receive the other $promised check, then I will consider the Business has met their responsibility and brought this matter into a satisfactory resolution.
Regards,
*** ***

We are happy to report that we have come to an amicable resolution with Mr. [redacted]. He has accepted a $200.00 refund as a gesture of good faith for the inconveniences he incurred during his relocation. Attached are the documents required to get this case updated to "closed resolved." Thank you.

We apologize that this complaint was overlooked and not resolved. However the customer was fully taken care of. His delivery was delayed by a day but attached you will find the delivery documents with his signature that delivery took place without exception on 4-29-2017.We trust this is enough...

information to close the complaint. Thank you,Relo Van Lines, LLC

We are writing to confirm the receipt of the complaint filed by [redacted] against our company, Relo Van Lines (RVL). We were contracted to perform his relocation from Bluefield, WV to Absecon, NJ, with estimated pickup dates of 3-30-2017 through 3-31-2017 and estimated...

delivery dates of 4-1-2017 through 4-6-2017. Unfortunately, Mr. [redacted] had some damages and filed a claim.  The claims manager is currently in discussions with him in regards to how the claim was processed and a reconsideration of the settlement amount is also being reviewed. We thank you for your attention to this matter and we invite Mr. [redacted] to contact our office directly with any questions or concerns at his earliest convenience.

Please note that as of 12/23/2015, we have made a significant refund offer to Mr. [redacted] as a gesture of good faith. However, he has yet to sign and return the refund offer to our company so that he can be refunded. We have thoroughly reviewed the complaint and we sincerely apologize that Mr. [redacted] was unhappy with the services that he received from our company. However, we have been in contact with Mr. [redacted] and we are working diligently to ensure that he is satisfied with the resolution. Please note that our company makes no attempts to withhold information, nor do we have intentions of deliberately misinforming our customers or misrepresenting the services we provide. Our agreed upon Terms and Conditions clearly show that Mr. [redacted] hired All State Van Lines Relocation as a moving coordinator. While Mr. [redacted] continually files complaints and provides correspondence to our rebuttals online, he has been nonresponsive in our efforts to contact him and form a resolution. We can assure you that our Customer Service Department has done its part to attempt to contact Mr. [redacted] and come to an agreeable resolution and settlement. We have explained to Mr. [redacted] on numerous occasions that his issues are with Quality Relocation Inc. and NOT our company. We were hired to act as a moving coordinator. We were NOT hired to act as a carrier in any way. In other words, we were not hired to move or transport any furniture. Mr. [redacted] signed our agreed upon Terms and Conditions and he was FULLY aware that our company, ASVLR, is NOT liable or responsible for any acts or omissions of the carrier. However, as his moving coordinator, we will work on his behalf to see that he receives just compensation for his damaged and/or missing items. The following excerpt from our agreed upon Terms and Conditions explains our role as a moving coordinator/shipper agent/broker. Please note that this section of our agreed to Terms and Conditions is clearly labeled “AGENT/BROKER and CARRIER/MOVER” to ensure that our mutual customer understood the difference. See the excerpt below:5. AGENT / BROKER and CARRIER / MOVER: a. As a properly licensed interstate moving coordinator/shipper agent/broker, ASVLR is not a motor carrier and will not transport an individual shipper's household goods, but will coordinate, negotiate and arrange as my representative for the transportation of household goods by an FMCSA authorized motor carrier, whose charges will be determined by the carrier’s published tariff. I understand that I will enter into the contract (bill of lading) for "moving services" directly with the motor carrier and that as my moving coordinator/shipper agent/broker representative; ASVLR is not a party to that contract. The terms of this estimate and all services to be provided are subject to the carrier’s tariffs, incorporated by reference and available for inspection upon reasonable request at Carrier’s general offices.b. Shipper will be subject to all applicable laws and the general terms and conditions of the carrier,which shall include, without limitation, a requirement that payment in full of all charges is due before unloading of the goods in accordance with the carrier's lawful lien on the property.c. Shipper has hired ASVLR as a moving coordinator/shipper agent/broker and not to handle or otherwise participate in a move as a carrier. In acting as a shipper agent only, ASVLR is not responsible for any acts or omissions of the carrier or its employees or Agents. Shipper must pursue the carrier for all claims for property damage and personal injury or death, including without limitation, any claims for damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers or movers, or other types of claims.

Complaint: [redacted]
I am rejecting this response because: For 9 months I have been given the run around by All State Van Lines. First, I was to file with the company I was told to buy full replacement insurance with. My total costs for claims is about $12,000-13,000. Despite buying extra insurance for my antique furniture, this insurance company only wanted to offer me about $50 without coming to see any damage. Then All State Van Lines sent me to several other insurance companies with the last one being [redacted] for Relo Van Lines which is supposedly the company that provided the truck. I contacted the agent and he said he knew nothing about this and does not represent Relo Van Lines. After I filed this complaint with Revdex.com I got a call this week from "Stephanie" at All State Van Lines. She proceeded to tell me I misunderstood and I should contact the same agent at [redacted] but tell him it was for [redacted]. And then she offered me $150 total. I asked her to send me an email stating that it was [redacted] and not Relo Van Lines that was the truck company and include her name, email, and phone number. I have never heard from Stephanie. I have reviewed all my documents again. There is no mention of a [redacted]. All of my paperwork says Relo Van Lines. All I have received is an email from a Melissa [redacted] at [redacted] wanting me to sign a document for $150. She does not identify what company she is with, who she is representing etc. I am not going to bring another Van Line into this unless All State Van Lines can send me appropriate documentation that [redacted] moved my belongings and not Relo Van Lines. since there were no markings on the trucks that picked up and delivered my things then all I can go by is the paperwork provided to me by All State Van Lines.I have filed a separate complaint for Relo Van Lines. These 2 companies: [redacted] and Relo Van Lines need to figure out who is going to reimburse me for what pieces (e.g. damage to my landlord's property, all the furniture etc left behind of mine that has to be replaced, damage to my furniture etc). Both of these companies have a number of similar horror stories/complaints filed about them through the Revdex.com. It is difficult to believe they are still doing business.
Regards,
[redacted]

To Whom It May Concern:Our company sincerely apologizes for the losses Mr. Miller suffered as a result of the move. Please be advised that our company has several agent companies throughout the United States, who provide relocation services for our customers and we regret that Mr. Miller had...

an experience that was anything other than favorable with the agent that performed his moving services. Mr. Miller booked his move through moving broker All State Van Lines Relocation Division and our company dispatched an agent of our network to provide moving services for his relocation from Reno, NV to Coeur D Alene, ID.As it relates to the missing items and losses suffered, Mr. Miller was advised by the broker office to file a claim to address this concern according to the terms and conditions of the shipping agreement established upon being advised that the missing items could not be located. A claim form along with details on the process and its requirements was sent to Mr. Miller and he confirmed receipt of the documents on 2/19/15. To date, a claim has not been received for processing, therefore, we urge Mr. Miller to submit his claim as soon as possible so this issue can be addressed. Mr. Miller has nine months from the date of delivery to make his submission. The cost concern will also be addressed upon receiving additional information from him as requested by our office, in order to determine resolution.Should you require any additional information, please do not hestitate to contact us.Sincerely, Relo Van Lines, LLC.

September 28, 2016   Revdex.com Response   Case Number: [redacted] Job Number: [redacted]   We are writing to confirm the receipt of the complaint filed by [redacted] against our company, All State Van Lines Relocation (ASVLR).   We are regretful that Ms. [redacted] did not...

having a pleasant moving experience. As her moving coordinator, we will continue to do everything in our power to ensure that her issues are resolved and her concerns are readily addressed.   Ms. [redacted] contracted our company to coordinate the relocation from New Hartford, NY to Duncanville, PA, with estimated pickup dates of 12-27-2015 through 12-28-2015 and estimated delivery dates of 12-31-2015 through 1-3-2016. It is important to note that when Ms. [redacted] hired our company she was provided with all the necessary documentation outlining our policies and terms of agreement.   As Ms. [redacted] is aware, she hired our company to provide moving coordinator/broker services and not to handle or otherwise participate in the relocation as a motor carrier.    The following excerpt from our agreed upon Terms and Conditions explains our role as a moving coordinator/shipper agent/broker. Please note that the section of our agreed to Terms and Conditions is clearly labeled “AGENT/BROKER and CARRIER/MOVER” to ensure that our mutual customer understood the difference. See the excerpt below:   5. AGENT / BROKER and CARRIER / MOVER: a.    As a properly licensed interstate moving coordinator/shipper agent/broker, ASVLR is not a motor carrier and will not transport an individual shipper's household goods, but will coordinate, negotiate and arrange as my representative for the transportation of household goods by an FMCSA authorized motor carrier, whose charges will be determined by the carrier’s published tariff. I understand that I will enter into the contract (bill of lading) for "moving services" directly with the motor carrier and that as my moving coordinator/shipper agent/broker representative; ASVLR is not a party to that contract. The terms of the estimate and all services to be provided are subject to the carrier’s tariffs, incorporated by reference and available for inspection upon reasonable request at Carrier’s general offices. b.   Shipper will be subject to all applicable laws and the general terms and conditions of the carrier which shall include, without limitation, a requirement that payment in full of all charges is due before unloading of the goods in accordance with the carrier's lawful lien on the property. c.    Shipper has hired ASVLR as a moving coordinator/shipper agent/broker and not to handle or otherwise participate in a move as a carrier. In acting as a shipper agent only, ASVLR is not responsible for any acts or omissions of the carrier or its employees or Agents. Shipper must pursue the carrier for all claims for property damage and personal injury or death, including without limitation, any claims for damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers or movers, or other types of claims.   Our agreed upon Terms and Conditions made it perfectly clear that we are not responsible for any “acts or omissions of the carrier or its employees or Agents.”  As her moving coordinator, we performed as contractually agreed by providing Ms. [redacted] with a binding estimate and securing the carrier that serviced her move.   Ms. [redacted] agreed to transport an estimate of 9,856 pounds.  On the day of pick up, the movers noticed she had more items to transport than what she previously relayed to us. The carrier assigned to her move, US Van Lines, not only met but exceeded their contractual obligation by hauling a total weight of 12,240. The truck was loaded to capacity and therefore some remaining items could not be transported.  Neither ASVLR nor the carrier assigned to her move, US Van Lines, are contractually or financially obligated to secure the items left behind.   Unfortunately, Ms. [redacted] did incur some damage and was advised to file a claim through Relo Van Lines.  Once received, it will be processed according to the option she selected at pick up.  As far as any property damage, Ms. [redacted] has been advised to file a claim through US Van Line’s Cargo Insurance Company.   Management has been in communication with Ms. [redacted] to apologize for the inconveniences she experienced and to resolve the outstanding matters. As a good faith gesture, ASVLR has extended a refund for $150.00 for the inconvenience. Ms. [redacted] has been emailed the document that will allow our office to process the funds back to the credit card we have on file.   We thank you for your attention to this matter and we invite Ms. [redacted] to contact our office directly with any questions or concerns at her earliest convenience.   Sincerely,   All State Van Lines Relocation

I filed a complaint against Relo Van (complaint ID [redacted] We have reached satisfactory settlement with the company and I want this to be reflected in the complaint history. Please advice what should I do?