ComplaintsforMVS Canada Logistics Inc.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Transaction Date: 2022-12-13 Paid: $1975 (Shipment $1725- Insurance $50- Door Delivery $200) MVS to ship my Pilot 2016 from Caledon (ON) to Edmonton (AB) Mechanical Damage: Transfer case & Bearings Invoice ID: INV_H12C62 I dropped off my car at MVS Caledon terminal in a very healthy condition, it was in their terminal for about 2-3 weeks until it was shipped and delivered by a third party company called Able Auto Transport to my friend's house at XXXXX XX Ave Edmonton on Jan 5, 2023. I reached Edmonton on the 6th via air and later that night picked up the car exactly where it was delivered, after a quick visual inspection there was nothing out of the ordinary and it looked fine. Starting to drive when I reached the speed of 25-30 km/h I noticed that a growling noise was coming from the front of the car and as I was gaining speed it was getting louder and louder, at the speed of 80 it was just like i was sitting in an airplane! Concerned for safety I took the car to the Go ***** dealership located (asper Invoice) Edmonton, first thing in the next morning on January 7 at 8 am to see what had happened to it as I've never had this issue before it being shipped. ***** experts found Transfer case assembly was at fault and possibly bearings were damaged as well, according to the service manager this issue happens to all wheel drive (AWD) cars if they are towed on their two wheels only. Since Able Auto had delivered the car by driving there is no doubt that they've noticed this big growling noise while going from Edmonton terminal to my friend's house. This has caused me to spend thousands of dollars to fix the damages that have occurred to the car because of negligence from the shippers regardless of all the headaches, stresses and waste of time I experienced just immediately after my arrival in Edmonton with two small kids! Everything I've explained here is sincere truth and as per good faith as I believe I'm being a victim here. Let me know if you need any other info.

  

  Business response

  12/04/2023

  Hi *********,
  

  As this shipment occurred 4 months ago, We have replied to you already in regards to this claim, and have also responded to your lawyer's letter. I will again state our position here, but this will not be news to you. 
   
  As an industry standard, MVS Canada and our carrier partners do not mechanically inspect vehicles prior to the shipping process. Inspections are only of the vehicle's exterior. Mechanical components and mechanical functions (such as transmission, brakes, or undercarriage assembly) are not insured during the shipping process. 
   
  Please refer to item 19 - L of the coverage exceptions in the terms and conditions:
   
  Mechanical functions, undercarriage, exhaust assembly, mufflers, battery function, alignment, frame, suspension or tuning of engine, damage to the wheels, tires and rims (including loss thereof).
  
  
  Because we have no way to verify the mechanical condition of the vehicle prior to the shipment, there is no possibility of filing a damage claim.

  Just to confirm and refute part of your claim, your vehicle was never towed on one axel. It was transported from Ontario to Edmonton on the back of a Car transport truck, and then it was driven to 18608 71 Ave. 

  We understand the inconvenience this may cause but we hope you understand why this policy is included in the shipping terms and conditions. 
   
  Sincerely,
  *****
  MVS Canada

  Customer response

  12/04/2023

   I am rejecting this response because:

  The reality is that I parked my healthy car at MVS's Caledon terminal but received a mechanically damaged car and spent lots of money, time, energy, temper and effort. I'm a very hard working individual with two small kids and every dollar matters in my life.

  It is so damaging both financially and mentally that can't just let it go unless as investigation takes place. I don't know who did what along the process of shipping the car but it has been driven in Edmonton to be delivered to the destination and there is NO WAY that the driver hasn't noticed the loud growling noise! unless whoever did it, kept it quiet to leave the bill for the poor customer. 

  As another argument, I took my car for an oil change and multi point inspection (Active Green+Ross) just one week before I dropped off my car at MVS terminal and they didn't find any major problems other than some general or age related maintenance, this is my normal practice to take care of any problems on my car ASAP.

  I understand what MVS says as there is no way for them to mechanically check the car but since they are the professionals, they should either ask the customers to take the car to get a certificate before they bring their car for shipping or tell them that the insurance is not going to cover all types of damages can occur to the cars, I'm not shipping my car every week so I'm not familiar with what will be waiting for me working with these type of businesses.

  Since I'm 100% confident about the healthiness of my car, I can not accept to receive a severely damaged car and just let it go because a big shipping company doesn't have a proper tool in place to investigate from all the parties involved in shipping my car.

  My family is still financially and emotionally suffering about this irresponsible act and will use every possible tool to hold MVS Canada accountable for their act.

   

  
  
  

  
  

  

  Business response

  17/04/2023

  *********,

  We do inform our customers of what is and what is not covered under the carrier insurance. As mentioned, Section 19 of the terms and conditions document that you agreed to outlines all of the insurance coverage exceptions. By booking your order through our online portal, you confirmed that you read and understood the terms of this agreement. 

  This type of provision is common in the industry and helps protect carriers and ourselves from fraudulent claims and is the reason why we have it in the aforementioned terms and conditions. What we should or should not include as far as a pre-shipping mechanical inspection is not pertinent to this complaint - we have our policies and you agreed to them. 

  Although we do not have the obligation to investigate alleged damages that are not covered by this agreement, we do our best to look into matters for customers to find the cause of the problems and to give a better picture of  the potential cause of issues. In this matter, our investigation found that nothing was reported by the carrier, truck driver or driving service in regards to any damages, mechanical or otherwise. Because of this, we are closing the file on this matter.

  We wish you the best.

  Customer response

  17/04/2023

   I am rejecting this response because:
  
  To put it in simple words, MVS Canada JUST refers to their contract saying that anything mechanically happened to my car is not their responsibility!

  It is good to protect them from fraudulent and I appreciate it BUT here I am a vulnerable customer who shipped my healthy car using a presumably trusted professional company and received it with about $4000.00 in mechanical damages with all the documents from the dealership!!!

  Would you just walk away if a company makes this much of damages to you just because they have prepared a contract to get away with any damages they occur during shipping process?!

  Does this seem fair and ethical?

• Initial Complaint

  14/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  What was initially a good experience with MVS has now turned into a disaster with obvious deceit here. My car was dropped off and shipped through MVS on Nov 23, 2022 from Delta, BC to Scarborough, ON (Order/Tracking#H11R05), paid $1875 CAD in full including insurance. However, upon receipt of it on Dec 13, 2022, we noticed damage on the bumper. Specifically, there is a distinct burned spot that likely resulted from the loading/unloading of the vehicle. We promptly called the MVS Operations Manager ***** who supported us through the process. ***** assured us a claim had been submitted and we were free to drive away. Fast forward to Jan 26, 2023 and after many follow-ups, we were informed that the claim submitted is 'non-reviewable' as we signed a release form on the day we picked up the vehicle. Fact of the matter is, ****** (the attendant at the receiving location) WOULD NOT release our keys to let us inspect the car and leave unless this paperwork had been signed. She explicitly stated if there were any claims we must contact the shipping company directly which again was exactly what we did when we spoke with ***** on the phone as soon as we noticed the damage on the bumper. It is extremely disappointing that MVS has not provided us a resolution and stopped responding to our follow-up emails since Jan 26, 2023. We followed our due diligence throughout the process and had assurance from the Operations Manager ***** that all was in order. To receive a reply back that it’s OUR fault the claim cannot be processed is very poor business practice! We’re simply dumb-founded by what’s transpired here.

  

  Business response

  22/02/2023

  As mentioned in our last correspondence with this customer, any damage that is not reported upon pick up cannot be claimed after the vehicle has been signed for. The damage was not reported from the yard, it was reported after the customer had left and cleaned the vehicle later that day. This is also listed in the terms and conditions. If the damage is not found in the yard at pickup, there is no way for us to confirm it occurred during transit as it could have occurred at any point while in the possession of the customer. This is clearly stated on the pickup release form that is signed by the customer at the time of pickup and attached here. 

  The damage itself is also not something that can be claimed, as it would fall under the category of Damage exception 19.b (T&C doc attached) of it being categorized as a chip. 
  

  Examples of legitimate Damage that is deemed to be the result of driver or operator negligence, or essentially any damage that could have been avoided, would be deemed legitimate. Some examples would be a driver backing into your vehicle while in the yard causing fender damage, a ramp being mistakenly lowered onto the roof of your vehicle, or a strap that wasn’t sufficiently tightened and allowed the vehicle to move while in transit, causing damage.
  

  Unfortunately this "damage" is not eligible to be claimed, nor was the proper policy followed, thus we are not able to proceed with a claim.

  Customer response

  23/02/2023

  I am rejecting this response because:
  
  As stated, the damage was discovered and reported at the pick up yard despite what MVS is claiming. The photo taken is from the yard. Please validate with the MVS employee (***** *********) who we dealt with confirming we called him while physically at the yard to report the damage. Not sure if MVS has customer calls recorded but that should be pursued too as evidence that we spoke with him. We are happy to supply our phone log to prove we spoke with ***** while at the yard. 
  
  Again, the attached email thread previously clearly states the timeline of the events. 2 additional photos are attached here to prove photos were taken at the yard and the damage was already present.
  
  Additionally, the damage was inspected independently and the mechanic advised it is a deep burn mark and not a chip as MVS is claiming. We can share the auto body shop that we spoke with. 
  
  We found other damages under the car right underneath where the burn mark is, which should also be noted. However, as we do not have before photos to prove that the damage was caused by MVS, we're not actively seeking a claim against that. At this point, we are asking to be compensated for the damage caused to the bumper.
  

  

  Business response

  02/03/2023

  At the risk of repeating our previous statement, the type of damage that is attempting to be claimed here is not something that is insurable under the terms and conditions agreed to prior to shipping. This is not a burn mark, it appears to be a chip in the bumper that falls under the 'Dings, chips and Scratches' damage exception section. Further to this, the damage was not caused by any operator error on the part of MVS, JSimons or CP Rail and therefore is not eligible. I have already shared the document and outlined these sections in previous communications.

  Unfortunately there are risks that come with shipping vehicles and one of these risks is minor damage can occur. The terms are fairly clear on this, damage that is incurred which is beyond the reasonable control of the operator/driver/carrier cannot be claimed. All Damage can and should be reported, however not all damage is eligible for claim under the terms and conditions of shipping. 

• Initial Complaint

  06/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got a quote from MVS to ship my car from Ottawa, Ontario to Moose Jaw, Saskatchewan on 13th October 2022. As per the quote my slot was booked for 28th October 2022 & I handed over the car to the shipping departure location at Carp, Ottawa with a total of 7551 kms used. It took approximately a month to depart the car, Poor response from the team, giving false updates. In between I got warning messages about high gear box temperature, oil change etc. on my mobile app. I raised this issue with MVS and finally I received the vehicle after 33 days with 8102kms. An additional of 550kms used with a rash driving. Even the car with oil change warning, they misused the car. I have sufficient proof to share. Moreover they haven't delivered the car as per the quote, I need to drive 85Kilometers to collect it.

  

  Business response

  07/12/2022

  This complaint has been withdrawn by the customer. 

   

  The claim that more KM's were added to his vehicle while it was being shipped was false, as the customer confused the trip 'A' KM reading with the odometer reading. 

   

  Nothing else to follow up with this one, it can be closed.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Received a charge of $104.12 from MVS ONTARIO for something that I did required or purchased.

  

  Business response

  09/08/2022

  Hi,

  This charge is not from us. It is from an online pet food retailer that you use to purchase pet food online (My Vet Store Canada.)

  Please follow up with them with the charge and kindly withdraw this complaint.

• Initial Complaint

  05/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked and paid for a vehicle move in full. I was guaranteed through email that the vehicle would be picked up on June 29th. The vehicle was not picked up. I left numerous messages asking for info, no one returned my call. I was refused a manager when I asked to speak with someone. And the business told me too bad, they don’t know exact move dates and at some point my vehicle will be picked up. I drove 300km to drop the vehicle off at the request location…. It has been there unattended for a week now. The business was very rude and argumentative when I asked for a refund of 3399.00$ for the move cost: I have not received my refund.

  

  Business response

  06/07/2022

  Thank you for your email and sorry to hear you were not happy with our services when attempting to arrange a shipment of your vehicle. We appreciate your business and always strive to ensure each customer has a positive experience during the car shipping process. We were able to chat yesterday prior to you submitting this complaint, so some of this information may be repeated, apologies.
  
  Regarding the pick up date of June 29th - Unfortunately, providing a date of arrival is always an estimate, especially in remote areas where there are not regular shipments booked. This is why MVS or any of our carrier partners can never guarantee an absolute date of arrival. We advise of average transit times, but there are many factors that can affect a pick up. (Weather, Act of God etc) As we talked about on the phone, the 29th was the date given to us by our contracted carrier for that area. We advised you that this would be the approximate date of pickup, however this date was changed by the carrier prior to the 29th and you were then advised the shipment would take place the following week. We did not have an exact date of shipping to provide you as mentioned, our partner carrier in that area does not have a set schedule.
  
  Lastly, when we spoke yesterday, you asked for a refund, which was processed in the full amount ($3399.00) approx 2 hours after your request. I am unsure of the timing of when this complaint was submitted vs when the refund was issued, however our records show it has been returned in full. If you have not yet received this refund please advise immediately.
  
  We apologize if the updates provided were not frequent enough. From our team, There is always a sense of urgency when it comes to delayed loads, and we apologize if this was not conveyed to you in a timely manner and this will be re-addressed with our team here. We are always looking for ways to improve and so I want to thank you for sharing your feedback.
  
  Best regards,
  ***** *********

• Initial Complaint

  29/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  While looking to move my vehicle from vancouver to Toronto. I came across MVS website. I put the booking for dropping off from Vancouver headed to Toronto. For which I received a quote.After making the payment. They dont make you drop car in Vancouver, as is said on the website. But a terminal in Delta( this is false advertising). They should mention Delta in the drop down on their website. Not Vancouver, if you dont let people drop car there. Similarly pick destination on which the quote was based was Toronto. But they make you go to a further away city called Scarborough( Again misleading information on website). Before giving the car in Delta. The office staff claimed it will not be longer than 14 days till car arrives at the destination. Same was confirmed on the phone with their agent. But it took almost 25 days, came on 24th March.The car was dropped on the 28th Feb. They said there was a strike going on and they cant gurantee the timeline. Which should be mentioned before taking the booking. To too if off . The car had damages in the inside and missing tool kit used to replace spare tires. Upon questioning them, they say they dont accept responsibilty for all that.

  

  Business response

  30/03/2022

  Hi ******,
  
  
  Thank you for your email and sorry to hear you were not happy with our services in delivering your vehicle. We appreciate your business and always strive to ensure each customer has a positive experience during the car shipping process. I would like to address some of your concerns.
  
  
  Firstly, on the terminal locations, on our website we list the terminal locations and this link was included in the quote email we sent you.

  Delta BC is a suburb of Greater Vancouver. It is located 25.3km from Downtown Vancouver and 24km from your house. It is also where the CP Rail terminal is located. When you were sent the booking info, the address in Delta was sent to you. If there was an issue of traveling the 24km to a suburb of your city, this should have been discussed before you dropped it off. We do not feel this is false advertising or misleading whatsoever. The same applies to Scarborough and Toronto. Scarborough is located in the greater Toronto area (24km from Downtown Toronto) and is commonly known to be associated with the City of Toronto. It is also where the local CP rail terminal is located. Both locations are within the greater municipalities of the main cities, both are commonly known to be suburbs and both areas are easily accessible from within the Greater city area they are located in. This is a baseless complaint and has no merit in seeking any type of compensation. 
  

  
  Secondly - on the shipping time estimates. Unfortunately, when it comes to providing a date of arrival, it will always be an estimate. MVS or any of our carrier partners can never guarantee an absolute date of arrival. We advise of average transit times, but there are many factors that can affect a shipment. (Weather, mechanical delay Act of God etc) This is outlined in our terms and conditions document which you read and signed prior to shipping with MVS. As you mentioned in your complaint, we notified you of a CP rail Strike that caused a delay in shipping. There is no way we can predict a work stoppage for a major railway. Immediately following the news of the strike happening, this was communicated to all our customers at the drop off terminals, on our website, on our social media and in the news. If you read the terms and conditions, you will note that all timelines are an estimate based on historical data, however no date is ever guaranteed.
  
  
  Lastly, on the alleged damages. Your statement is correct - anything shipped inside your vehicle is shipped at your own risk. This is outlined in the terms and conditions as well. Personal property may not be left inside the vehicle unless confirmed by MVS Canada prior to shipping (you did not confirm with us nor was it approved.) If you have personal items left inside your vehicle, the carrier and MVS Canada are not liable for loss or damage to said personal items, nor for damage to vehicle caused by excessive or improper loading of personal items.
  
  
  While unfortunate to have your possession tampered with, MVS cannot claim responsibility for this as it is shipped at one's own risk.

  Customer response

  30/03/2022

   I am rejecting this response because:
  
  The items that were damaged inside the vehicle were tools factory mounted under the seat. In case of tire being flat, they are used to replace it with the spare wheel. Now does MVS wanted me to remove the spare tire underneath the truck aswell as someone might damage it? and the facory installed toolkit? Also the picture I had was fixed with the dashboard, I cannot take it out, their staff was negligent and damaged it/ or tried taking the circular design accessory out. Also it took them almost a month to return the truck, which is not fair. The terminals for quotes should be Delta not Vancouver. They should update their website.

  

  Business response

  06/04/2022

  Unfortunately there is no documentation of the condition of the items inside the vehicle that you have referenced damaged or missing. We can't assume the condition of the vehicle based on your assessment. To reiterate, items inside the vehicle are not and cannot be claimed under carrier insurance. This is stated in the terms and conditions that were agreed upon prior to shipment. 
  
  
  To again reiterate - MVS does not guarantee shipment dates. We provide estimates based on prior statistics to give each customer an idea, but nothing is ever guaranteed. Your vehicle was shipped in the middle of a labor strike.
  
  
  Delta is part of Greater Vancouver. Scarborough is part of Greater Toronto. This is not false advertising. The terminals are listed on the website.

• Initial Complaint

  09/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We reached out to MVS because we needed our vehicle taken from St. John’s, NL to Vancouver, BC. We originally contacted them in December 2021, because the trucked needed to be sent out here in January 2022. When contacted they advised up via email that the turnaround time was usually 4-5 weeks. Payment was sent on January 5th. We waited 14 days for the truck to be picked up, we made countless calls and sent numerous emails, there was always a reason given as to why we were still waiting. On January 19th, the truck was taken from our possession, when asked how the truck would be getting to British Columbia my girlfriend was told it would be staying on the truck that was leaving St. John’s, railway was not mentioned at this time. We had gotten updates regarding the trucks location on and February 8th we received an email saying the truck was in St. John, NB and should be arriving in BC within 3 weeks. Fast forward to February 24th we received another email saying the truck was delayed and that she was still in St. John, NB and hadn’t yet left. Not once within that time were we notified that there was a delay, we were expecting the truck any day. We called and left numerous messages, and no one person got back to us, we had been in BC for several weeks now and we needed our second vehicle. We had been paying cabs and my spouse had been getting up at 445 am to drive me 40 minutes to work when she didn’t have to be to work until 9am herself. Then she would have to drive 40 minutes again to pick me up. This was costing a lot of money so I requested my truck be offloaded and left in NB where I would travel to get her up and drive her back. After several phone calls, I was informed this would not be possible and that there was no way to get the truck off the train at this point. Even though I had been calling for a week and that was plenty of time to have my truck taken off. I requested a refund. They sent a refund of $600 which was nowhere near what a rental would cost.

  

  Business response

  15/03/2022

  Hi *****, 

  
  Thank you for your email and sorry to hear you were not happy with our services in transporting your vehicle. We appreciate your business and always strive to ensure each customer has a positive experience during the car shipping process.

   

  When we provide an estimated shipping time, it will always be an estimate. MVS or any of our carrier partners can never guarantee an absolute date of arrival. This is outlined in our terms and conditions.
  

   

  Your truck was delayed leaving Saint John due to a mechanical defect with the railcar. Procurement of the parts needed to fix the railcar was at the root of the delay. Supply chains have been greatly affected due to the pandemic and thus it took longer than expected to have the railcar repaired.
  

   

  Once underway, you were provided regular tracking updates. There is always a sense of urgency when it comes to delayed loads, and we apologize if this was not conveyed to you and this will be re-addressed with our team here. We did answer your questions, provide you with updates and your calls were always answered or returned. 
  

   

  We know this delay has become an inconvenience to you and your family. We empathize with your situation and have already issued a credit. As there are still many costs to cover the 7000 km trip, a further refund is not possible.
  

  
  

  

  Business response

  21/03/2022

  Had we have known prior to your vehicle loading on a railcar that it would need repair and that it would cause a significantly delay, we would have informed you of your options. We had inquired with the railway if the railcar could be unloaded of all its vehicles, but it was not possible. As per the terms and conditions of the contract, transit times are not guaranteed. We are not contractually obligated to offer any compensation for a delay.

  Customer response

  21/03/2022

   I am rejecting this response because:
  
  I think the issue here is that the vehicle was delayed 3 weeks before anyone decided to give us an update. As stated before we assumed the truck would be arriving any day only to realize it was still in New Brunswick. My point being, if we were notified immediately then the option would have been there for the truck to be unloaded and we could have made other arrangements, instead you kept us waiting. Now the railways are on strike, so the waiting begins again. Had we been notified appropriately we also would have avoided this delay as-well. I feel like an estimate is one thing, but a delay of three weeks should have definitely been brought to our attention long before it was.

   

• Initial Complaint

  10/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My truck was dropped off Nov 26 and was to be delivered to Nova Scotia. The company promotes customers to have a stress free move. I got a phone call Dec 26 to tell me my vehicle had two large rocks thrown through the front glass. I was told kids threw them off on an over pass. Damages were front windshield completely destroyed, head rest hit with Rock and is now broken, glass embedded throughout the vehicle including holes in the seatbelt, a frame handle damaged, pleather console has glass nicks. Reviewing terms and conditions it doesn’t state that damages would not be covered. My insurance company said it was to be covered either by the business or the carrier. Neither are taking responsibility. I paid close to $3000 for the transport. They did take ownership of the window and paid half $225. If I could have went through my insurance it would have been a $200 deductible. If they took ownership why are they declining the other damages?

  

  Business response

  12/01/2022

  Thank you for your complaint.
  
  Firstly, I want to review the event in question so we're clear how the damage occurred.
  
  Just after 8 p.m. on Sunday, December 26, Oxford Nova Scotia RCMP received a 911 call in relation to rocks being thrown from the overpass on Hwy. 104 near Sutherland Lake Nova Scotia. No damage was reported as the rocks may have missed the passing vehicles. A group of 4 or 5 individuals were observed by motorists on the overpass at the time. Again, at approximately 11:20 p.m. on the same overpass, police were called after a vehicle (a car transport carrier with your Truck on board) was struck by rocks that were thrown from the overpass. A total of 7 vehicles were hit that night. Immediate response by police in both incidents did not result in locating any suspects.
  
  Although no one was injured, there was damage to your vehicle and the outcome is still unsolved. A police report was filed and remains open. 
  
  Your claim has been denied due to the event leading to the damage being beyond reasonable control of the driver. In other words the actions of the driver did not lead to this damage occurring. Your own insurance covers this damage. At the time of booking, we provided you a copy of the terms and conditions where this is outlined. 
  
  I think you and I can agree that this was an act of reckless vandalism that could have ended much worse. One second earlier and we are talking about a potential injury or worse to a driver. He is shaken up from it himself. 
  
  We did sympathize with your situation, and even though we are not contractually obligated to, we have paid for half of the repair of the windshield and assisted in getting it installed quickly and professionally.
  
  We hope you understand our position on this file and why we have these items listed in our terms and conditions. Damage that isn't caused by driver negligence or by a mechanical failure of the truck/trailer that then causes damage to a vehicle, is not covered during transport.
  
  Best regards,

  

  Business response

  20/01/2022

  As per the terms and conditions that you were provided at booking, this damage is not covered. Your own insurance will cover this damage. Please make the claim with them. If you wish to challenge this signed legal contract, please respond with legal action so we can provide that to our lawyer. Thank you.

  Customer response

  20/01/2022

  I am rejecting this response because: not provided after multiple requests the signed agreement stating that this was not covered. I keep getting an answer stating it was in the terms and conditions. I provided the terms and conditions of what I received requesting more information as it does not state it is not covered. I have multiple times requested proof. I do not see where mvs is coming from.  Mvs has not yet provided any information further. 
  
  
  

• Initial Complaint

  04/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We shipped our vehicle with MVS after months of research on all the different options and were initially really pleased with their customer service, but this was unfortunately clearly just a tactic to get our money. We dropped off our vehicle to be shipped on October 4 to make sure it had enough time. We were shipping from Toronto to Edmonton in order to cut down on drive time as we were moving to Whistler, BC. We dropped our vehicle off and took tons and tons of pictures, which we uploaded to the customer portal as suggested. Or vehicle arrived surprisingly quickly on October 12, and upon pickup we immediately noticed that the rear passenger tail light had fully been ripped out. Not just broken, but wire dangling fully ripped out. We tried to get any sort of information for the person working at the pickup location, but he mostly just shrugged and said there was nothing to be done, it just arrived that way. We immediately began following up with MVS as we were promised many many times our vehicle was 'fully insured'. They quickly let us know they would not be taking responsibility for the damage and then stopped returning our phone calls, which clearly goes against all of their 'fully insured' promises. Absolutely ******** company.

  

  Business response

  09/11/2021

  Thank you for your review. Here is the statement of facts behind why this claim was denied.

  
  -The vehicle that was shipped was a 2006 Ford Explorer.

  -In the photos provided prior to shipping, the tail light that fell off this vehicle was in obvious used condition. There were pieces of electrical tape on the glass. This indicated that the tail light was previously damages and repaired.

  -There was no indication of driver negligence in causing the light to fall off the vehicle in transport. There was no other damage on the vehicle that would be consistent with an impact that caused the light to fall out.
  

  -As per Terms and Conditions, vehicles are insured for complete loss. Damages that are caused by drivers negligence are covered by insurance but restrictions do apply. 
  
  
  It is not conclusive that the vehicle was damaged by the truck driver. The tail light was taped and we believe it had fallen off in transport due to its condition.

   

   

  Customer response

  09/11/2021

   I am rejecting this response because:

  
  

  Their claims are false. The tail light was in great condition and had a white paint mark on it which we used black electrical tape to cover for aesthetic purposes. This definitely would NOT cause a tail light to FALL OUT entirely with zero trace! That’s absolutely ridiculous. It also wouldn’t explain that the company won’t return our phone calls. 
  
  
  

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