Charter Transportation

To whom it may concern, The above customer incorrectly filed his claim in the Military [redacted] system – he did not associate any inventory numbers with the claimed itemsThe Charter claims adjuster reported the same to the customerOn 10/9, the customer than refiled the claim correctly – with inventory numbers to the items claimedAt that point, the customer than sent the portion of the claim that he incorrectly filed to the Military Claims Office(***), in order for them to resolveOnce the items are sent to the ***, the carrier(Charter Transportation) would no longer resolve the claimOn 10/13, our adjuster reached out to the customer to ask them if it was his intention to now have the claim resolved thru the ***We are waiting for his response in order to know how we are to proceedWe will reach out to him again as we cannot send out an inspector or proceed with the claims resolution if the customer is intending to have the [redacted] resolve his claimPlease feel free to contact me with any additional questions or needs Thank You! [redacted] Director of Customer Service Arthur Avenue Elk Grove Village, IlDirect Line -258-

To Whom it may concern, I am writing in reply to a Revdex.com complaint for the above referenced Military transfereeWe apologize for the issues the above customer had in regards to their delay claimUpon review, it was found that there was an oversight on behalf of the claims adjusterThey
inadvertently missed a correspondence from me to the customerIn the correspondence, I agreed to reimburse the customer on items purchased prior to the official delay, since I knew the shipment was going to be lateI wanted to make the customer comfortableCharter will be getting a check cut immediately for $277.33(the customer’s disputed amount due)The claims adjuster and myself have both attempted to contact the customer to discussWe both have left messages on Mrs***’s cell phone(406-208-0587)At this point, Mr***’s cell phone does not have voicemail set upWe apologize again for any confusionPlease feel free to contact me directly with any additional questions or needsSincerely, Shari *** Director of Customer Service Arthur Avenue Elk Grove Village, Il-258-0005 Ext

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11143266, and find that this resolution is satisfactory to meMy wife received your voicemails and we appreciate your timely response.
Sincerely,
Travis ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11680766, and find that this resolution is satisfactory to me.
Sincerely,
Alyssa [redacted]

To whom it may concern,   The above customer incorrectly filed his claim in the Military [redacted] system – he did not associate any inventory numbers with the claimed items. The Charter claims adjuster reported the same to the customer. On 10/9, the customer than refiled the claim correctly – with...

inventory numbers to the items claimed. At that point, the customer than sent the portion of the claim that he incorrectly filed to the Military Claims Office([redacted]), in order for them to resolve. Once the items are sent to the [redacted], the carrier(Charter Transportation) would no longer resolve the claim. On 10/13, our adjuster reached out to the customer to ask them if it was his intention to now have the claim resolved thru the [redacted]. We are waiting for his response in order to know how we are to proceed. We will reach out to him again as we cannot send out an inspector or proceed with the claims resolution if the customer is intending to have the [redacted] resolve his claim. Please feel free to contact me with any additional questions or needs.   Thank You!   [redacted] Director of Customer Service        1500 Arthur Avenue Elk Grove Village, Il. 60007 Direct Line 847 -258-8201

From: Shari [redacted] [mailto:s[redacted]@chartertsp.com] Sent: Monday, March 12, 2018 10:59 AM To: Customer Relations <[email protected]> Subject: [redacted]   To Whom it may concern;   I am writing in response to a complaint that the above shipper submitted to...

the Revdex.com.   This shipment loaded on 12/20 from the shipper’s residence in Fort Drum, New York. There was no availability for a direct load(which is not uncommon in moving and storage) so the shipper’s goods were picked up by the local agent, [redacted], and brought back to their dock for an interstate driver to load from the dock. When goods are picked up by a local agent, the goods are held inside the agency’s warehouse until the interstate driver can load the shipment from the dock. [redacted] is a Military approved agent. This means that the military has inspected their W/H and finds it suitable to handle Military shipments. The location of the shipment, while at their W/H was always known. The goods were inside a warehouse. The shipper is reporting the goods were in cold storage. That was never the case.   We had this shipment scheduled for pick up from [redacted]’s dock on  Friday 12/22. We contracted with a no touch 3rd party hauler  to load the shipment. The driver from this 3rd party hauler was a no show.   Due to the no show from the hauler, our Operations team worked with the contracted 3rd party hauler for another loading option. At the time, the shipment was destined for storage since the shipper was not getting his keys, at destination, until 12/29. At that point, we were not aware that the shipment would not make the  requested storage delivery date of 12/29 since the no touch 3rd party hauler normally can provide quick solutions especially when they are confronted with a service failure due to a no show driver.   With that being said, there was some difficulty with getting another hauler on this move. We were dealing with the Holidays and also there were some storms in the Fort Drum area. The shipper was advised on Wednesday 12/27 that his shipment would be late and would not deliver to him on 12/29(which is the day he requested his storage delivery). Due to the Holidays, we were dealing with reduced staffing by our contracted hauling agent and internally until 12/27.We received the loading and delivery commitment from our hauler on 12/28. The hauling agent was another no touch driver. He would only be transporting the trailer, after the shipment was loaded, from the warehouse to the Shipper’s residence. Due to this, we were able to confirm on 12/28, with the shipper, that delivery would be on 1/9 since we needed to set up local labor, at destination, to unload the truck. No touch drivers typically have no communications with the shipper since they are only transporting the trailer from point A to point B.  The delivery  labor was sent up with our destination agent, [redacted] on 12/28 as well. This needed to be pre – scheduled in order to avoid any holding charges for the contracted 3rd party driver and trailer.   On 12/28, when the shipper was advised his delivery would not be completed until 1/9, we agreed to pay the shipper a delay claim. The shipper never did submit a delay claim to us, however, our records indicate we e-mailed this to the shipper on 12/28. The delivery was completed on 1/9.   The shipper did file a damage claim with Charter Transportation. As part of the damage claim, the shipper claimed damage to a mattress – holes to the mattress. The origin inventories listed the damage as pre-existing so this part of the claim was denied, however, our claims department did make settlement offers on other claimed items. The Charter claims adjuster reported that the shipper did not agree with the denial of the mattress claim. The shipper called to complain that he did not receive compensation for his delay claim . Standardly, delay claims need to be submitted within 30 days of delivery. In the interest of goodwill, our company issued a check to this shipper for the delay without the shipper filing a delay claim.   Charter Transportation has never lost our contract to complete moves for the DoD.   We apologize that we were delayed with the delivery of this shipment, however, we feel that we have done what we could to communicate the status of the delivery with the shipper and to settle is damage claim in a fair manner. Please feel free to contact me with any additional questions or concerns.   Sincerely,   Shari [redacted] Director of Customer Service        [redacted]
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