Grizzly Van Lines

Hello Ms [redacted] :I apologize for the delay in the response of your insurance claimUsually this process takes from up to days to be resolved and we are still within that period of time.I have already contacted our Claims Department to ask about the status of your claim and request them to contact you ASAPYou can contact them to the phone number ###-###-#### and get more information regarding the status of your claim.Rest assured we will do our best effort to solve your insurance claim as fast as we can.Please, feel free to contact also our Customer Care department by email to [redacted] @grizzlyvanlines.com and we will be happy to assist you.Regards[redacted] Customer Care Representative Grizzly Van Lines Toll free number: ###-###-#### Fax: ###-###-#### [redacted] @grizzlyvanlines.com

Ms [redacted] :We are currently working with your insurance claim to have it resolved within the time frame of to days from the moment the claim form was submittedYour claim is already on the highest priority and will be resolved as soon as possible.We appreciate your patience while we complete your claim process.Please, let me know if there is anything else I can help you with.Regards[redacted] Customer Care RepresentativeGrizzly Van LinesToll free number: ###-###-####Fax: ###-###-#### [redacted] @grizzlyvanlines.com

Complaint: [redacted] I am rejecting this response because: I called the number provided in the response mail and got only a recorded message from " [redacted] Claim Management" that said once my claim is submitted I will hear from them that the claim was received within days I received this confirmation TODAY, days after the claim was filed, stating it will be another 30-days This was only after the Revdex.com stepped in Please forward this message to the business stating I expect to have settlement terms by June 13th, from submission of this claim If I do not hear from them and receive compensation within days of that window I will seek further action against the company

Dear Revdex.com and [redacted] ***: We are surprised to see this at the Revdex.com since we never received a call or an email explaining us the situation or trying to find a solution togetherThis could be resolved immediately1) As customer mentioned, we gave him a quote/estimate by cubic and this was provided by our software with standard measurementsThe agent told the customer that estimate it’s based on the list but we will charge for the space used on the truck, not by itemAlso, they received different emails explaining the service we provide2) By federal law, we need to provide a revised visual estimate to make sure that everything is correctBefore loading the truck we told the customers that we will need to use more space on the truck than quoted and also that packing material will be used since we do not include disposable packing materials such as bubble wrap, tape, shrink, cardboard, etc3) A flat price was offered and since the customer refused to accept it, we offered a new flat price, including packing service and space on the truck and customer agreed and signed before we start loading the truck4) We gave them option to cancel the move before even loading the truck and to get the deposit back, and also we were able to offer a full refund if necessary before loading the truck for delivery but as we mentioned, customer never gave us a call to complain or ask about the items or regarding the difference between the estimate and the final priceWe want to resolve customer’s complaints talking each other and we do not understand why they decided to complaint over the Revdex.com5) We do not offer lower estimates to charge more at pickupWe provide an estimate based on standard measurements and we never forced them to pay We are willing to offer a courtesy discount in order to make the customer happyWe will contact them also to try to resolve it in the best way and as soon as possibleAnyway, attached you will find estimate provided before pickup and the contract signed on pickup Best regards, Grizzly Van Lines

Your email (Ticket ID: ***) has been received and is being reviewed by our Customer Care staff.To add additional comments, reply to this email.Grizzly Van LinesCustomer [email protected]

Complaint: ***
I am rejecting this response because: I was not offered a refund for any amount already paid (which would have been the deposit)I was not offered two different flat rate options as statedI argued with the mover when he first told me it would be higher than my estimate, that is when he offered me a flat rate of $He only offered the flat rate once, and the $was my only optionI never said I was forced to payI agree that the truck was not loaded yetWhat I am saying is, I did not have another option, because that was the day we were leaving that stateWhen I worked with the representative via email and phone, not once was I informed that the estimated "item" price, could be way different than the actual priceYes I received many emails, and it could have been 34,although I have not countedYes I read the entire email, as well as my rights and responsibilitiesThe only thing in the "read carefully" email, was regarding weight: "The exact weight will be determined by calculating the difference between the weight of the truck with your belongings and its weight empty". I would also like to point out, that I did not request or need extra packing materialAnd in the email, here is the part that discusses what might be extra charges : Additional charges that may applyStairs (from the 2nd landing up; one flight included which may consist of a maximum of seven (7) steps)every additional flight of stairs will be charged at $per flightThere is NO charge for stairs inside your home.Long carry (i.e., from where our truck is parked to your door; if it's 75' or more, an additional charge of $per additional feet.)Additional packing materials: disposable packing materials like bubble wrap and boxes are an extra costThe job foreman may suggest which packing materials are needed to , but you will ultimately decide what is approved and, hence, charged for.Shuttle service (varies): a shuttle is required at the destination when the location cannot accept an 18- wheel semi-trailerMost situations do not require a shuttle; however, if such service is required it will be charged at $1/cubic foot to transfer your items, with a minimum charge of $250.00Bulky item ($150-$650): denotes any items that cannot be safely stacked on top of or beneath another item and/or requires the usage of special elevation equipmentIt's a special item that typically has an awkward shape and is extra-large in size (piano, motorcycle, large safe etc)Storage: One-month free storage in one of our secure warehouse facilities is included and available at customer's requestCustomers that requested storage will need to notify the office days before storage expires or next month’s storage fee will apply (Unless agreed else upon booking. I didn't require any of these, and never in the or emails, did this information changeIf you give the estimate based on the items, then why does the estimate give the cubic feet of space? The discussions with the representative, we're always about how much space I would need for those items on my listThis is why she would re-send a new quote when I added items, and also why she told me she didn't want me to have "surprises" on the day of the move.
Sincerely,
*** *** ***

Complaint: [redacted]
I am rejecting this response because:On July 28th, 2015, I sent an email and I asked them to send a compensation of $240, my receipt, my $5 which the driver left in a rude way without giving it to us and still considered money. Also, I still need my right to write any review if I want. Compensation for not finishing their job of reassembling my furniture as written in the contract is completely different than settlement.They simply ignored me thinking that I will not do anything. They need to act quicker and communicate better.
Sincerely,
Mostafa S[redacted]

Ms. [redacted]:We are currently working with your insurance claim to have it resolved within the time frame of 30 to 90 days from the moment the claim form was submitted. Your claim is already on the highest priority and will be resolved as soon as possible.We appreciate your patience while we complete your claim process.Please, let me know if there is anything else I can help you with.Regards.[redacted]Customer Care RepresentativeGrizzly Van LinesToll free number: ###-###-####Fax: ###-###-####[redacted]@grizzlyvanlines.com

Dear Revdex.com:We have already tried to solve this issue with Mr. S[redacted] but we couldn't get to an agreement yet.We apologized for any improper behavior that Mr. S[redacted] or his wife might have received from our driver. The change that our customer says our driver forgot to give was $5 and we have...

already offered that on top of the offered compensation. For any missing item, our customer has an insurance that will cover any missing or damaged items. We have already sent the customer the Insurance Claim Form and he needs to send all form required in order to start the insurance claim process.As it was previously informed to the customer, we would like to get to an agreement and we hope that by compensating him for the inconveniences the customer can access not to damage our reputation. As we did before, we offer the customer a compensation of $[redacted] for the furniture that was not reassembled and the $5 change the driver forgot to give on delivery. And for the missing items, the compensation will need to be processed through the insurance.Please, feel free to contact us if there is anything else we can help you with.Regards.Max M[redacted]Customer CareGrizzly Van Lines[redacted]

Hello Ms. [redacted]:I apologize for the delay in the response of your insurance claim. Usually this process takes from 30 up to 90 days to be resolved and we are still within that period of time.I have already contacted our Claims Department to ask about the status of your claim and request them...

to contact you ASAP. You can contact them to the phone number ###-###-#### and get more information regarding the status of your claim.Rest assured we will do our best effort to solve your insurance claim as fast as we can.Please, feel free to contact also our Customer Care department by email to [redacted]@grizzlyvanlines.com and we will be happy to assist you.Regards.[redacted]
Customer Care Representative
Grizzly Van Lines
Toll free number: ###-###-####
Fax: ###-###-####
[redacted]@grizzlyvanlines.com

Still waiting to hear back. 
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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I called the number provided in the response mail and got only a recorded message from "[redacted] Claim Management" that said once my claim is submitted I will hear from them that the claim was received within 30 days.  I received this confirmation TODAY, 73 days after the claim was filed, stating it will be another 30-90 days.  This was only after the Revdex.com stepped in.   Please forward this message to the business stating I expect to have settlement terms by June 13th, 90 from submission of this claim.  If I do not hear from them and receive compensation within 7 days of that window I will seek further action against the company.

Dear Revdex.com and [redacted]:   We are surprised to see this at the Revdex.com since we never received a call or an email explaining us the situation or trying to find a solution together. This could be resolved immediately. 1)      As customer mentioned, we gave him a...

quote/estimate by cubic and this was provided by our software with standard measurements. The agent told the customer that estimate it’s based on the list but we will charge for the space used on the truck, not by item. Also, they received 34 different emails explaining the service we provide. 2)      By federal law, we need to provide a revised visual estimate to make sure that everything is correct. Before loading the truck we told the customers that we will need to use more space on the truck than quoted and also that packing material will be used since we do not include disposable packing materials such as bubble wrap, tape, shrink, cardboard, etc. 3)      A flat price was offered and since the customer refused to accept it, we offered a new flat price, including packing service and space on the truck and customer agreed and signed before we start loading the truck. 4)       We gave them option to cancel the move before even loading the truck and to get the deposit back, and also we were able to offer a full refund if necessary before loading the truck for delivery but as we mentioned, customer never gave us a call to complain or ask about the items or regarding the difference between the estimate and the final price. We want to resolve customer’s complaints talking each other and we do not understand why they decided to complaint over the Revdex.com. 5)      We do not offer lower estimates to charge more at pickup. We provide an estimate based on standard measurements and we never forced them to pay.     We are willing to offer a courtesy discount in order to make the customer happy. We will contact them also to try to resolve it in the best way and as soon as possible. Anyway, attached you will find estimate provided before pickup and the contract signed on pickup.   Best regards,   Grizzly Van Lines