North Van Lines

First, we would like to apologize for any inconvenience that
the customer may have experienced. It is
never our intention for our customers to be less than satisfied. This customer contacted us on 11/15/and wanted us to
coordinate a move for her for 01/04/or 01/05/16. Our
estimator spent time and facilitated the
move as the customer requested. They
created an itemized inventory list, calculated the approximate volume and
worked with what the customer stated was her “budget”. The move was successfully booked, the volume
in the tractor trailer was reserved for her items, the dates/times/driver/crew
were all reserved to accommodate this move for the customerNorth Van Lines is very clear about our terms and conditions
of using our services (including the cancellation policy). These terms and conditions (and the
cancellation policy) are printed in the original estimate which the customer is
sent via email to review at their convenience before they are asked to sign in
agreement or before they are asked to pay any monies for their move. The customer cannot say that they had any
questions that were not answered about our cancellation policy. When customers do cancel their moves we
require notice no less than business days’ notice before the scheduled move
date if they wish to receive 50% of their deposit refunded. The reason that we do not refund 100% of the
deposit is because we have time, money, and expenses already involved in the
moveWe have also turned business away which we could have scheduled in that
timeframeWe verbally explain this policy and ask customers NOT to sign up
until they are 100% certain they will not need to cancel as our policy states
that no matter what the situation is, with 7+ more business days’ notice of
cancellation we will refund 50% of the deposit. IF any less notification than that is given there will be absolutely no
refund at all. This customer signed in
agreement to these terms on 11/15/15. Further, the customer claims we illegally charged her mom’s
credit card without proper approvalWe do not engage in ANY illegal activities,
EVER! The customer presented the credit
card to North Van Lines as her OWN card (she electronically signed that the
name on the credit card was hers) and she instructed us to charge the card in
exchange for reserving her moving servicesWe would not have the credit card
information if the customer had not provided all the proper details about the
card (i.ethe corresponding address, the security code from the back,
etc.). The charge processed and was
approved! Further, the customer states “On
Monday, November 16th, I deposited $with your company North
Van Lines”. The customer is either the owner
of the credit card account/is an authorized representative, or she is the one
who engaged in illegal activities by representing the card as payment pay for
the deposit for her move The card has been refunded $which is exactly half of
the deposit amount of $438.00. While we regret that the customer cancelled the move, we
still have much more time than minutes invested into facilitating her move
(hours). The other $of the deposit is
used to help offset our expenses. This
was agreed upon to which the customer’s signature attests

First, we would like to apologize for any inconvenience that the customer may have experiencedIt is never our intention for our customers to be less than satisfied with our servicesShuttle: It is not up to the customer, our office, or the crew to determine if the truck will be able to access the
origin or destination safelyIt is the sole decision of the driver because ultimately, it is the driver who is going to be held responsible for the safety of the crew, the goods, the truck and its surroundingsIf the driver is not comfortable with driving to an area they have the right to determine if there is a need for a shuttleIf the driver causes damages because they tried to fit when there is not enough space to pass through, or if the driver gets the truck stuck and cannot get out after the delivery it can be such a disasterCustomers do not understand how much of an inconvenience it is to unexpectedly have to provide the shuttle serviceIt takes up much time from the movers who are already getting yelled at by customers due to not being able to meet their exact scheduling needsIt requires money to rent a truck, wages for the crew while they are waiting on getting the truck, fuel from and back to the rental company etcThe worse is that the movers have to do double the work! The must unload from the tractor trailer onto the truck then drive to the destination and unload into the residence; then repeat as necessaryThe fee for a shuttle covers the rental, the insurance, and most of the wages for the crew during this timeSo, please understand that a shuttle is not a pleasant service to have to provide especially when our movers are being pushed so hard to accommodate our customers' schedules and still be compliant with DOT regulationsDelay at delivery: Per our Estimate and Bill of Lading governing this move, we have up to business days from our first available date to deliver the shipmentAlthough we work very hard to meet our customer’s requested pick-ups and delivery dates, Sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictableWe work very hard to meet our customers scheduling request but a delivery date is never guaranteed unless they requested and paid for a dedicated truck (an entire truck) which is very expensiveLoss/Damage: We have contacted CSI, our 3rd party claims service provider to initiate a claim file for the customer to allow them to file a proper claim as required by lawThe customer was sent login information on 10/23/so they can file a claimWe regret that the customer felt the need to file a complaintWe trust that the above explanation enables them to better understand our position on these matters

First, we would like to apologize for any inconvenience the customer has endured during the moveIt is never our intention that customers will have a less than satisfying experience.General loss, Damage Claims: Per federal and state regulations carriers must not pay any claims voluntarily unless
filed in writing within the time limits allowed by law and after filing requirements have been meetTherefore, we must refer all our customers to file a claim with our 3rd party claims company CSI so that it can be reviewed and addressed in a timely mannerWe have contacted CSI and requested that they initiate a claim file to allow the customer to file a claim a required by lawOn 10/11/the customer was registered in their system and emailed the login credentials and information required to properly file a claimOnce claim is filed it will be analyzed in the order it was received and compensation if due will be offered based on our legal liability and within the time frame allowed by law.The customer’s First Available Date that they could accept their delivery was 09/18/17. On 09/19/her shipment was loaded onto the tractor trailer and in transit. On 09/22/the customer called our office requesting us to delay her delivery due to hurricane Harvey. Since the shipment was already in route she was informed we could not delay her delivery; unfortunately, we cannot delay an entire route with many other pickups and deliveries scheduled However, we suggested they obtain a storage unit and we can deliver to the unit. The customer’s mother tried to locate a unit with no success. As a courtesy to the customer we spent hours looking for an available unit in her area and finally located one about 8:30pm. WE reserved AND PAID FOR the unit and told the customer it would not be at her expense- we would absorb the storage fees because we wanted to help her. She could then get her items at her convenience after the hurricane. Customer’s delivery was completed at the storage facility.The customer called and we gave her the location of the key to the storage so she can retrieve her itemsShe then complained that she has damages and is frustrated that she needs to hire other movers to get the belongings delivered to herThey sent pictures of the so called damage- the only problems we could see was that the PAPER/CARDBOARD boxes looked like they had settled, as expected when you stack boxes on top of each other in a moving truck (whether moved by movers or moved by the customers themselves). The customer also claimed there are footprints on top of her dresserThe pictures she sent to us showed a scratch, not footprints. We advised the customer to file a claim with our 3rd party claims company, CSI, and allow them to determine our legal liability. It is the LAW that customers who claim loss/damage must file a claim and allow us the opportunity to reach an agreement. The customer refused to do this. Instead she chose to post nasty reviews and make allegations about how we took advantage of her because of the hurricane. NOT TRUE! The customer’s friends then threatened and harassed our company (blackmail/extortion). The customer denied any association with the blackmailers, but we had messages starting with “YOU SCAMMED MY FRIEND….and it ended with “WILL GLADLY KEEP FIGHTING UNTIL YOU MAKE THIS RIGHT”. The customer’s friends also wrote bad reviews on social media. These people have absolutely no interaction with our company and are trying to extort money from us for something we did not do. Per Federal Regulations, should customers be unable to accept delivery during the window that they stated they could, movers are allowed to drop the items at a storage, charge for the storage, and then if the customer wants redelivery, the mover charges for redelivery fees after all other charges are paid. We went above and beyond to help this customer in her time of need. We will reiterate that the customer MUST file a claim if they wish to seek compensation of any sort. Per Federal Regulations we must NOT voluntarily pay any claims unless filed in writing per the claim filing requirements and within the time limit allowed by law. Since this move was an interstate move it is governed by federal regulations which allows up to days for the processing of the claim We regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims processWe regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position

I would like again to complain about this company noth van lines, the driver finally showed up today the driver did not have a clue of what my address washe came in a huge truck that he could not enter into my complex , than he proceeded to tell me that I owed him an addl $they will
not deliver my stuff until I agreed to pay which I had to as they are holding on to my belongings at this point I want a full refund fyi the quote started at I asked the first person I spoke to over and over again if this was final quote she kept on telling me yes, they then proceeded to tack on quite a bunch of addl charges its almost up to $ these people are thieves, shysters, gansters and crooks PLEASE I NEED HELP I WANT A FULL REFUND

We were very satisfied with our move as they are very professional, flexible and easy to work with. We had a somewhat complicated move involving storage at their facility and moving items for cross country shipping. Their estimate was very competitive and the service exceeded our expectations. They accommodated every one of our requests including crating all items in storage. We were provided both the on sight estimate and foreman for the move. The entire moving crew is very professional and focused on customer satisfaction. We highly recommend them.

The team did a perfect job for my mom. This company was also the least expensive of 5 quotes. They included lots of extras other companies charge a lot for providing. They moved a big home my mom had lived in almost 20 years in half the time I expected. Nothing was scratched, damaged or lost. They were incredibly careful. I would highly recommend them to anyone. They are the best.

They were reliable, honest and easy to work with. They provide me with a fair quote - one price guaranteed which included all the expenses of the move. I did like the idea of a flat rate because I felt much more confidence knowing the total cost of the move- before the actual move. The move went very well; everyone was nice, quick and very careful with my belonging. They used tons of blankets, tapes, boxes and bubble wrap to cover my furniture, mirrors and pictures. The supervisor did not charge me for those moving supplies that they used, and he said that all moving supplies are including in the flat rate price. Nice.

North Van Lines ripped us of badly!When we filed a complaint they gave us$66.00 out of 13 thousand they charged us?We got a quote of 3,500 to move our belongings from N.J to S.C .They had most of our stuff in a warehouse so my husband had no choice but to pay because we had more stuff!They never came to look what we had??This company are scam artists!Their website is fake.Im not sure why then can get away with this?They stole out of kids college funds

I had booked my household move with North Van lines (www.Northvanlines.com) on 05/02/2018 over the phone with *** (representative). He confirmed via email the move and was given a window of 05/25 - 05/31 for the stuff to be picked up. This move is from Burbank, CA to Newark, DE (across coast). I was told by *** that the trucker will call at least 48 hours prior to picking up during the one week window (05/25 - 05/31).
On Friday, 05/25 at 12:00 PM, I received a call from the mover (VIP movers, phone# ***, Dispatcher name Hen) that they will pick up stuff next day Saturday, 05/26 between 12:00 PM - 4:00PM window. I told Hen that I was supposed to get at least 48 hours of notice time and that I am not ready. Hen threatened me that if I am not ready by 12:00 PM on Sat, 05/26 then they will cancel the pickup process and that I have to arrange some other movers. He said the truck was ready to go to Newark, DE and the stuff has to be picked up on Sat, 05/26. I had no choice under the threat but to agree on Hen's terms.

The next morning, Sat, 05/26 I received a call at 7:30 AM from VIP truckers (the guy driving the truck) that they will be coming to pick up my stuff in next 30 minutes (by 8:00 AM). I told them that I wasn't ready and you were to come between 12:00 PM - 4:00PM as I was told yesterday. It is not even 24 hours. The trucker said that they are done early at another place so they can't wait any longer so they have to pick up by 8:00 AM. I told them to come at 12:00 PM as agreed with the Dispatcher (Hen). Then Hen (Dispatcher) called me in 15 minutes (around 7:45 AM) and said the trucker will pick up stuff in next 15-20 minutes. I reminded him that yesterday when he had called he told between 12:00 PM - 4:00 PM which was 24 hours (originally agreed was 48 hours of notice) and now you are giving me less than 20 hours of notice. I was threatened and my stuff got picked up on 06/26 8 AM and I was told it was being shipped to Newark, DE. No delivery.

Hired North Van Lines to move furniture to Conway, S.C. Delineated to Aaron (manager) exactly each item. I told him much of it was heavy, leather, and oak, and overstuffed. He quoted me $2,250.00. When the truck arrived they insisted it cost $3,950.00, with no further explanation. They lied every step of the way. I asked if they would take back their packing materials after delivery. They said they would. They did not. They left them in the road and in my driveway. I asked if they would reassemble items they had dissembled. They said, of course, they would. They did not. They left with the truck when asked to reassemble items. On delivery, there were only two men. Far too few to do the job correctly. Only one would move each piece. They were too heavy and bulky for that. They actually rolled the pieces up the front walk. They pushed heavy pieces across new floors, scratching them, and tearing a hole in one spot. There was water damage to a dresser and an antique hutch. They claimed they had no idea how that happened. We paid cash for expert service and got nothing in return.

Complaint: [redacted]
I am rejecting this response because:This was the cause many responsible for my move.  They are who I spoke to throughout the process.  I have a copy of my estimate as well as the receipt from my down payment and the receipt I received from the movers themselves. To say they are not the right company makes no sense. They are who I paid the down payment to and rest was paid to the driver/mover upon delivery.  They are also the ones I talked to throughout the moving process.  So I don't understand why they think the complaint is against the wrong company.  North Van Lines was the company responsible.  
Regards,
[redacted]

I haven't yet checked to see if all of my inventory was delivered or if there was damage, and if something goes wrong I will amend or add a new review. As of now though, I've had an amazing experience with North Van Lines, mainly attributed to the movers. I live in MA, but my father's home is in NJ and committed suicide so I traveled back and hired them to empty the home and store it closer to me. 2 men didn't speak English but we're nice and tried to be as careful as possible. The Forman was very sweet and explained everything fairly. He went above and beyond to support me and offer me consolation when I told him why I needed moving and storage. Very professional I tell you, he was very detailed in explaining inventory, space being used on the truck to make sure I know when I pass the estimated space/cost. He even gave me a huge discount on additional supplies required. Other than that, the company as a whole is a bit fragmented but at the end of the day they got the job done as promised. I'm not a fan of being unable to schedule an exact date for the second half of the move (it can go into their storage unit at their headquarters for free for 30 days, and will complete the second half once arrangements are made, for me I needed the belongings to go from their storage unit in *** up to , but I needed time to arrange storage in . The free 30 day storage is a major perk. However, they cannot guarantee a delivery date (perhaps that's typical for long distance moves). The frustrating part is not having any more than 48 hours notice, and have a sizeable window of time they can estimate for you, so to be careful not to tell them destination date too late or it may surpass the 30 day free storage and you will be charged a butt ton..give them at least 2 weeks notice so they have time to coordinate movers. I was sooo anxious waiting for it, trying to coordinate timing for my new storage unit which is a 1.5 hour drive from me (I'm moving from MA to *** soon so figured have it all up in one place for when I do move)..and figure out how to take off work at the last minute. I was VERY lucky that the delivery came on my day off! And it was the SAME movers from a month ago! So far, there's been much success!! Hopefully all of my things arrived and in good condition. I will not go through it until my move to *** (It's all packed in the unit so I can't access much). To be continued and hopefully same accolades can be given!

Complaint: [redacted]
I am rejecting this response because:
I was I was only contacted by the third party on Friday at end of business day they told me what I needed I spent the weekend compiling this and am starting the process for the claim today Monday. The business chastised me for not being patient and now they do the same to me.
Regards,
[redacted]

First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience. Binding Estimate: A “Binding” estimate is an estimate which binding on both the customers and the carriers. ...

Both the customer and the carrier agree that for the services described in the estimate, the charges will be as disclosed. However, if the services originally requested change and more items are requested to be shipped and more services are requested to be performed by the movers, then a new Revised Binding Estimate must be issued to include the additional goods and services requested to be serviced. Weight based estimates do not require a weight ticket since they are binding and will not change per the weight ticket. Revised Binding Estimate: Per federal regulations any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide a revised binding estimate which automatically cancels any previous estimates.  The customer was provided a revised binding estimate which included all requested additional services prior to the loading of their goods to which their signature attests. Actual Contract (Description of BL): The Bill of Lading is the contract between the carrier and the customer. It lists the information of the shipper (customer), the breakdown of charges for the move, the dates of the move, coverage for loss or damage should any occur, and the summary of the terms & conditions applied to the move per federal regulations and the carrier’s (mover’s) applicable tariff. We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.   Kind Regards,

First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services.    Estimates:  When purchasing a move, you are purchasing the reservation of space on the...

tractor trailer and/or warehouse. Movers have special moving software to help them get a basic idea of the amount of space that it may take to transport each customer’s shipment.  A “Binding” estimate is binding on both the customer and the mover.  Both the customer and the carrier agree that the price will be as listed providing there are not changes made to the order for the move. It is binding meaning that the carrier has done their best to calculate the estimated amount of space which will be required to “house” the shipment.  This amount of space minimum will be reserved for the customer at the price listed on the Binding Estimate.    Sizes Vary:  Sometimes customers’ items prematurely fill the space they had reserved before the entire inventory listed on the original estimate is loaded. The movers cannot predict how every customer’s items will be shaped, how many odd, bulky, or fragile items that each move will have.  Every person’s move is different.   Our crew will start off by loading the items they were able to identify from their list, unless they were informed by the customer that they have a change of order and will need more items to be loaded.   Then the movers will cease from loading and will issue a revised estimate to include the items which would cause an increase in the space and the increase in the price.  At this point the customer has 3 choices:    1) They can tell the movers that they wish to cancel the move.  The movers will then unload any items which may have been loaded onto the truck.  The customer then forfeits any deposit paid and will be charged for any expenses due to the dispatch of the crew, their labor, the materials for packing (if any of these are applicable) , etc.   2) They can tell the movers to stop loading any more items when the reserved space is filled.  This means that the price will remain the same as there have not been any changes to the requirements for the move.  This also means that the customer then is responsible for the transport of any additional items which would have increased the price of the move; even if the entire inventory list is not loaded (due to the size and shape of the customer’s items prematurely filling the reserved space).   3) The customers will review the new Revised Estimate which is a more accurate reflection of the volume they will need in the tractor trailer, they will make the decision that they want ALL their items packed and shipped by the carrier and they agree to pay the price to do this.  If this is what the customer wants to do they will sign the Revised Estimate, which cancels out the original estimate, and instructs the movers to continue with their entire move and all the services they require to successfully provide them with a complete move.      The customer chose to include all the items and she will be responsible for any additional charges, to which her signature attests on the Revised Estimate.   Loss/Damage:  The customer was referred to our claims service provider [redacted] to file a proper claim as required by the law.  The customer was sent login information on 09/15/16 to file a claim online.  They were assigned a unique claim id # [redacted] and they filed their claim on 09/28/16.  Since this move was an interstate move it is governed by federal regulations which allows up to 120 days for the processing of the claim.  We regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims process.  For further assistance with filing claims the customer may contact [redacted] directly at ###-###-#### or via email at [redacted].  Please provide Claim ID [redacted] when contacting [redacted].

Valuation is similar to insurance in the way of you cannot claim full coverage compensation if you only pay for liability coverage.  This is the case.  This is the LAW.

First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services.   The customer believes that the shuttle service is something within our control.  While we do...

look up the origin and destination ahead of time, we cannot always predict when a shuttle will be needed.  If it is apparent, then of course we will communicate the (probable) need for a shuttle.  However, the choice of whether or not to utilize the shuttle service is not up to the customer, it is not solely up to our dispatch department, but it is up to the driver.  The driver is ultimately the responsible party for the safety of the tractor trailer, the contents/cargo, the surrounding environment (i.e yards, cars, people, buildings, the movers, etc.).  Should the driver be faced with a situation where they may feel uncomfortable they are allowed the option to require the customer to pay for the rental of a shuttle and the labor to provide this unexpected service.   Further, movers do NOT like to have to perform this service!  Movers are always behind schedule.  When they are faced with having to provide the shuttle service they are then severely delayed.  First, they end up receiving grief from the customers (most customers think that the shuttle service is just another way to make money).  After they explain the customers’ options (shuttle/long carry/we could deliver to storage and charge the customer) then the movers must locate somewhere they can travel to and rent the shuttle.  They pay for the rental, then return to the destination.  This is already much time lost!!  The movers then must unload the items from the tractor trailer onto the shuttle truck, drive the shuttle truck to the destination, and unload the items from the shuttle into the home.  This process must be repeated until the shipment is completely delivered.  This means the movers do OVER DOUBLE THE WORK! After the shipment is delivered the mover then must gas up the shuttle and return it to the rental company.  The minute amount that the customer is charged is not near enough to say that we even make money off the shuttle as this is definitely NOT the case.  Sometimes it does not cover the wages for the movers who are doing all the additional work.  Another thing to consider is that if we do not deliver by the mandated timeframe then we must compensate customers by the day.  If we have many moves requiring shuttles which were not anticipated for the route, or even if there is mechanical troubles, or the moves are double the estimated size, we will then be delayed and have to provide compensation to many customers who are affected by the delay.  So, the customer thinking that this is a situation which is 100% predictable and 100% avoidable is incorrect.  We are also including the part of the original estimate and the long distance form which address the “shuttle service”.   We regret that the customer felt the need to file a complaint with the Revdex.com.  We trust that the above explanation enables them to better understand our position on these matters. .

First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience. Actual Contract: The Bill of Lading is the contract between the carrier and the customer.  It lists the...

information of the shipper (customer), the breakdown of charges for the move, the dates of the move, coverage for loss or damage should any occur, and the summary of the terms & conditions applied to the move per federal regulations and the carrier’s (mover’s) applicable tariff. General Loss, Damage Claims: Per federal and state regulations carriers must not pay any claims voluntarily unless filed in writing within the time limits allowed by law and after filing requirements have been met. Therefore, we must refer all our customers to file a claim with our 3rd party claims company CSI so that it can be reviewed and addressed in a timely manner. On 05/10/17 the customer registered in our system an email with login credentials and information required to properly file a claim was sent to her. As of this date customer has yet filed her claim. Damaged Items: We require that pictures showing the damages claimed as well as full view showing the entire item will be provided as support to your claim so that the adjusters can determine our legal liability. Please be sure to provide all required support directly to CSI for the proper investigation of your claim. Lengthy Claims Process: The proper review of a claim requires that all key material be provided for a just resolution to be offered. However, the collection of such material can become lengthy due to reasons beyond our control such as: pictures supporting claims, move documentation, crew statements, inspection reports etc. All claims are treated to be equally important and therefore handled in the order they are received. We appreciate your patience and cooperation. For further assistance with filing claims the customer may contact CSI directly at ###-###-#### or via email at [redacted]  Please provide Claim ID [redacted] when contacting CSI.   We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.   Kinds Regards,

Complaint: [redacted]
I am rejecting this response because: THE FIRST PERSO I SPOKE TO WAS [redacted] . I HAD REQUESTED A PICK UP DATE OF 1/27/16 SHE SAID NO THAT IF I WANTED MY BELONGINGS BY 2/2/16 THEY HAD TO P/U ON 1/19/16. THEY THEN PROCEDED TO TELL ME 3 DIFFERENT STORIES. [redacted] TOLD ME TO PUT ON PAPERWORK THAT P/U PEOPLE GAVE ME FOR DELIVERY ASAP, THE MOVER TOLD ME TO PUT IN A DIFFERENT DATE, THEN THE OFFICE MANAGER SAID TO PUT IN A DIFFERENT DATE. IN ADDITION TO HALF OF MY CLOTHING MISSING I AM NOW NOTICING THAT THEY L;OST A BOX WITH VERY IMPORTANT PAPERWORK RE: MY NURSING LICENSES. THIS COMPANY IS A DISGRACE.
I am now noticing that in addition to most of my clothing missing they stole a box with very important paperwok my nursing licenses are all missing omg can you please tell them to rfturn my belongings this company is unbelievable and so unreliable I need my nursing licenses
Regards,
[redacted]

As previously stated, we ask customers what the 1st date is that they will be available to accept their delivery.  This is NOT the guaranteed date that you will be delivered, but it is the first date of a window for the delivery of your items.  Yes, if the customer wanted to keep the 1st available date as 02/02/16 the shipment did have to be picked up before 01/27/16. Unless the customer selects and pay for Guaranteed Delivery Date Service then they will receive the normal window of time beginning at their first available date they will be able to accept the delivery.  When you purchase your move you are purchasing the reservation of space (enough to securely accommodate your shipment) in a truck, in the warehouse, etc.  Movers must consolidate shipments in order to keep the cost of shipping household goods at an affordable rate.  Your space reservation and your 1st available date may not be close in proximity to the next customer who is also moving to the same geographical area as you are.  Although you both need to go to the same area, one may not be available to occupy their new residence until 1 or 2 weeks after the other one will take possession of their new home.  This is close enough however, to schedule you both to be transported on the same truck using a span of dates for the delivery (beginning the 1st date that each customer can accept their delivery).  Is the customer has experienced loss or damage they have already been sent the information to file a claim with our 3rd party claims company CSI.  We contacted CSI and asked them to initiate a claim file for the customer to allow her to file a claim for any complaints of loss/damage/delay/overcharge/general service complaints.  The customer submitted her claim but on 02/11/16 it was released back to her to make some corrections. Federal Regulations require certain information be provided and if the info is missing the claim will be automatically denied due to a technicality.  CSI identified some errors within the customer’s claim they submitted which would cause it to be denied, therefore on 02/11/16 it was released back to her to make the applicable corrections.  Should the customer have further questions about filing her claim she may call CSI Monday through Friday 9am -12pm and then 1pm – 4:45pm (they close at 5 pm) Eastern Standard Time.  [redacted] or via email at [redacted] .  We hope that the above explanation enables them to better understand our position on these matters.