Complaints

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• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, The carrier in question, Foster Van Lines, caused many issues for me as a consumer. First, they agreed to a timeline for delivery through email, which they missed by two weeks. Second, they damaged many items, and when going through the claim process, the company refused to take multiple items and only offered to fund me $30 for all the damages. They said they refused to cover anything they did not box, which was not in the original agreement and openly refused to take other items that the carrier did package. Here's the list of items that were damaged and the damage cost:Trash can- $60 Champaign glass flutes- $200 43 ********* $700 Couch - $400 Laundry basket- $60 Water Kettle- $100 Cheese Marble Knife- $40 Bar Cart- $40 Dresser- $300

  Business Response

  Date: 02/02/2023

  Please see attachment.

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18884047
  
  I am rejecting this response. The respondent claims they were not responsible, but they were the company I dealt with. They are expecting me to go after a separate company altogether, when that would be their responsibility. I worked directly with Foster Van Lines. If they chose to work with someone else, it is not my responsibility to go after the third party. My arrangement was with Foster Van Lines, not some random company that they contracted out to. Foster Van Lines is responsible for covering, and if necessary, seeking damages from the carrier that they decided to work with. Again, I worked directly with Foster Van Lines and signed my contract directly with them. If they wish to add North American Van ********************** or whatever carrier they worked with, they can do so.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/10/2023

  ************** is stating that Foster Van Lines was his interstate mover.  In actuality we were the origin agent.  We represent North American Van ********************** who is the licensed carrier that transported his belongings.

  In September 2022, ************** contacted North ******** Van ********************** for an estimate.  North American connected him with ********** as their local representative in ************ market.  When ************** dealt with **, we were representing the carrier North American Van **********************. This arrangement is similar to a local, neighborhood insurance agent who represents a large, nationwide insurance carrier.

  
  ************** uploaded copies of the estimate and order for service that he signed.  It clearly states that Foster Van Lines is listed as the Origin Agent.  The bottom of each page has North ********* legal name, address, phone number their DOT number (******). ********** did not subcontract nor broker his move out to another carrier.  This move, from beginning to end, was estimated using North ********* estimating software, based on North Americans Pricelock Tariff, was dispatched by North American onto one of their drivers, and the Bill of Lading (uploaded here) that was signed was on North ********* paperwork stating their DOT number to match all the other documentation.

  
  ************** has already filed a claim with North American Van ********************** for the damage that occurred during the move.  They adjusted his claim to $280 and ************** selected a $250 deductible.  That unfortunately left a small settlement for his damage.  I urge ************** to pursue his claim with the carrier if he feels that the adjuster was incorrect.  Regardless, my agency rejects liability for damage that occurred during a move that was transported by North American under their operating authority by one of their drivers.

  
  Again, every document produced that ************** signed states that the carrier is North American Van ********************** and it lists North ********* DOT number on each page.

  
  Please contact me if you require any further details.
  
  Sincerely,
  
  ******* Foster
  
  

  Customer Answer

  Date: 02/12/2023

  As the origin agent, I signed the contract with Foster Van Lines. At no point did I have any contact with North American Van *********************** It's quite disappointing that they refuse to take responsibility. If they decide to work on behalf of someone else or contract out work, it does not matter. I signed the contract with them, and what I signed did not state that items I packaged would not be covered. Again, if they wish to include North American Van *********************** that is up to them. I did not work with them, so it is not my responsibility. If they are not willing to do something about it, I'm going to proceed to give them bad reviews across ****** and other review sites, and make sure that no one wants to work with them. It is quite disappointing that they keep proceeding to avoid all responsibility. All I'm asking for is what is fair.