Expert Van Lines

Good Afternoon, We Apologize for the inconvenience, once again The claim is being paid out for more then what is worthCompany does not appreciate threats neither will they accept them , company has provided a service and a service was fulfilled any damages go to the claims deptwhich based on what they were told came up with a settlement offer at more then what the claim is worthCompany is a business and will not pay to ship household goods for free.We deeply apologize once again but the settlement of the claim is more then fairThank You

[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] ***

Complaint: [redacted] I am rejecting this response because: They are only offering a $settlement for my goods that are missing and broken...not acceptable Regards, [redacted] ***

Good Afternoon, All paper work was given to the customerA waiting fee charged occur in which we also applied a discount towardsWe spoke with driver since we were in contact with the customer and never received a complaint until nowIf a fee was charged it was for a reason and we cannot recall neither can the driverFurthermore, We did look into the stair charge and as you can see in the invoice at destination a $charge was applied This charge has been addressed and we will be sending out a check for $to the customerWe also made a call to customer to inform him about the check and unfortunately he did not answerWe deeply apologize for the inconvenience once again Thank you

Complaint: [redacted] I am rejecting this response because:Had my items been damaged by a natural disaster and the company offered me $I would respectfully accept the compensation But that's not what happened The people this company chose to move my personal items negligently damaged my property and should be held responsible They took the most expensive item on the truck, my dinning room table, turned it on its side, and rolled it across a hard surface causing the wood to scratch and dentThey either sat something heavy on top of my end table and broke the legs, or they stood on it This company's negligence caused the damage and if they cared anything about their reputation, their customers, or the quality of their work, they would provide sufficient compensation and take measures to assure this negligence is no longer repeated Instead they want to insult me with a low ball offer of $ What an insult As I said before, I will accept nothing less than a refund of half of the shipping cost (and that's me being generous) Otherwise they can keep their $and I will gladly post an honest and accurate description of my experience with them I've done some checking and apparently I'm not the only person that has major issues with Expert Van LinesI may be contacting some of them and consider collectively taking civil actions Regards, [redacted] ***

Good Afternoon, The price of the customer move went up because more items were added to the inventory initially we went their to pick up items and we left their with itemsWe delivered well within our guidelines Sent an exclusive truck to the residence in [redacted] Customer agreed to the terms and price of the move , it is when we arrived at the delivery that customer threw a fit My driver had to wait their almost hoursIn Addition, she was not charged a waiting fee since my driver had to wait their for no reason for two hours, We still provided the best service as possible at deliveryWe apologize for the inconvenience but We accomplished the whole service of the move from pick up to deliveryThank You

Good Afternoon, Once again the space that is taken on the truck is what you paid forCompany has also expenses too coverWe believe that check that we Sent Ms [redacted] was reasonable and fair, Like we explained when we reached out to themI apologize for the inconvenience once again Thank you and have a nice day

I would like to upfront and foremost apologize for the experience that you have been handedWe take full responsibility in the extensive transit time that you are experiencingYou will be getting delivered between the 20th and the 23rd out in CaliforniaUnfortunately we experienced a few of our trailers Breaking down during the busiest time of the yearWe have since then acquired a few more trucks and trailers to insure all customers get delivered in a timely matter in the invite we have a truck brake down againThere will be compensation immediately credited to your account

Complaint: [redacted] I am rejecting this response because: Complaint: [redacted] I am rejecting this response because:I have made no progress with this company Chris, the representative does not give me an opportunity to speak, and hung up on me telling me to have a nice life I have still not received the rumored $check for the inconvenience the frequent delays the moving company had to start moving my things I still have damage to items packed by the movers I still do not agree with the 59% up-charge Chris will not meet me in the middle at all, and is good only at talking over me with vague, uneducated responses(For example, when I asked him the procedure with reimbursement he said as long as everything lines up on his form, there should be reimbursement He cannot say what form he is referring to or give any information above that).I have never been treated with such disrespect and dishonesty and do not feel I am being given the opportunity for fair reimbursement Regards, [redacted] ***

Complaint: ***
I am rejecting this response because:
As I have stated numerous times previously, I chose your company because of the rapport I had with your saleswoman- Samantha. You were not the cheapest company… That being said, I specifically inquired of Samantha if NON DISCUSSED items were to be left behind in Vermont how would your (her) company rectify that. She (Samantha) said, “ That won’t happen because we don’t want to have to make anther trip to Florida.” Unfortunately, that very scenario DID occur… In an e-mail that I sent to both Samantha and her boss Robert on 9/27/2017at 11:AM I suggested that the easiest, most efficient and cheapest thing for us to do would be to go back to Vermont (hours away) and pick up the items that were left behind. My other possessions were currently in storage with your company in NJI feel that the issue at hand could have been resolved at that point but my e-mail was not answered or acknowledged. Have you personally seen and reviewed this correspondence that I am referring to? In redundancy, the items that were left behind in Vermont were NEVER discussed nor EVER shown to me on these “walkthroughs”. For you information, these “walkthroughs” consisted of your loader showing me a single item each time we connected. In addition, as I previously stated, I use some of these items on a daily basis to make my living. Why would I specifically request that they get left behind???? In my previous reply to you I listed very specifically items that were left behind and NEVER addressed on the loading day. I also specifically listed items that are plain ole’ missing. Furthermore, as noted on my delivery paperwork (10/5/2017) by your driver, my grandmother’s mahogany dining room table did not make it to its destination. Please refer to the documented paperwork. (I do have the glass and the chairs that go with the table.) You have stated that your company has repeatedly reached out to me. That is a solid falsity! The ONLY time your company reached out to me was via telephone on 10/28/2017. You called at 7:PM, 7:PM and 7:PM. On the third call, you left a message. (This is obviously after I filed this complaint.) This was the ONLY time that I had heard from your company since the Sunday (9/24/2017) prior to my e-mail being sentI called Robert on that Sunday and he requested that I write an e-mail to both he and Samantha documenting everything and all of my concernsNo one from your company attempted to resolve the situation proactively (9/2017) As far as I am concerned, my “services of household goods were NOT conducted and fulfilled.” I would like fair compensation for the items that are missing and I would like the remainder of my household goods delivered to me at my new homestead. Aside from the missing items, this ALL could have been resolved with some pro activeness and due diligence on your company’s part I was hoping to resolve this through mediation but, to my dismay, that does not seen to be the case. I will be seeking legal council.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:the driver did not wait hours but a mere minutes while I had to go to the bank and get cash for them to begin unloading!the reason for extra items were that all items were wrapped separately adding items to the inventory - example pieces for a metal bed frame when it could have been 1- This company seems to repeat the behavior as so many customers have complained about the same thing:price gouging upon pickup lack of communication after the contract is signed and forceful behavior when their lack of follow through and communication cause confusion - payment upon delivery means that it is delivered and I the customers home not in the back of the TRUCKNo one pays an invoice in full until the job is completed-These guys need to re-evaluate what customer service means
Regards,
*** ***

[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 ***They resolved the issue by agreeing to not dispute ~$placed on my credit card as a deposit to themThe credit card company disputed Expert Van Lines for us and Expert Van Lines chose to not pursue the ~$
Regards,
*** ***

I would like to apologize to the customer for such actions and also refund customer $for the long carry charge

Good Afternoon, Customer has been reached out to by managers ,customer service , and dispatchTheir window is as of the 17th , we are waiting for the next available unit heading to TXThe customer was explained that and also the bill of his price went up because the customer took more items
that resulted in taking up more spaceWe are doing our best to try to deliver Mr.O`neal household goods we are still well within our guidelinesWe apologize for the inconvenience and customer is more then welcome to give us a call for an update , He is not being ignored if we if we do not have an answer we will let him know were still waiting and once we have our unit we will also directly call him thank you.Management

Good Afternoon, Once again the claims deptis offering more then what the claim is worthWe apologize for the inconvenience but the offered settlement is more then reasonable

Good Afternoon, We apologize for the inconvenience We forwarded your information with claims in case we are unable to find the missing item Management will check with driver and also warehouse manager for your missing boxFurthermore, your shipment headed out west along with other families ,if
you were charged a shuttle / long carry its because it not included in the price you were quoted and according to delivery, we do not guarantee delivery dates and we delivered within the guidelinesOnce again we apologize for the inconvenience and if you do not here from management about the missing item it will then have to be settled through claims because you are still entitled to some kind of compensation with the insurance that is provided with your move Thank You

Good Afternoon, We Apologize for the inconvenienceWe spoke to the the customer and informed them what had happened correctThis is not a common thing or an intention on the services we provide Unfortunately, Same situation happened within the same week from Mr*** that
is why he was TerminatedAside from that the space taken on the truck is what the customer has to pay forWe reached out and spoke to a Mr*** and explained everything to him and also sent a check for his claims and for the inconvenienceWe apologize once againThank you and have a nice day

Good Afternoon, The claims dept is the dept that comes up with the settlement for the damage of your household goods The offer he stated is beyond fair it is even adjusted to a bigger offer , so the claim is always being paid out more then what the actual settlement offer is supposed to be

Dispatch left a voice mail on *** cell phone yesterday at 3:pertaining to delivery statusAlso we spoke with *** today (8/30/2017) at 9:and informed her that she will be getting delivered Thursday 8/31/Driver will be contacting customer with delivery timeThe
contract states we must have the shipment delivered within business daysWe picked the customer up on 8/22, the customer will be delivered on 8/We are will within the contract.Regarding pricing discrepancy the customer did a phone interview with the sales rep Jen and obtained a full inventory from the customer equating to pieces with a total volume being allocated of ftthat was at the residenceWhen we arrived at the residence the customer had a total inventory of piecesThe customer signed off on a new revised estimate and agreed to pay the additional cost

Good afternoon, This matter has already been handledThe customer Agreed to the charges and understood why the charges were higher as we reviewed and emailed both husband and wifeWe even are setting up a re-delivery date for the family, at a very reasonable rate after already dropping off to a storageThey Even thanked us for our services in addition, We have not ignored them we have followed up with them every time we needed too We assure that if customer would have taken what was on the inventory the price would have not changedOnce again we apologize for the inconvenience T hank you and have a nice day