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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/10/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Hired New Evolution for move from ******* to ***************. Movers picked up my belongings on July 15, and were meant to complete the delivery by July 30. The company has been unresponsive for well over a week, and has not provided a date as to when to expect the delivery.Business response
08/11/2021
COMPANY RESPONSE TO BBB CASE ID #: ******** - ***********************
August 11, 2021
BBB CASE #: ******** -***********************
Dear BBB,
Please accept this formal acknowledgmentnotice of the above-referenced BBB casenumber submitted by the consumer. Please note, that we are more thanwilling to thoroughly investigate the consumers said complaints to betterunderstand, validate and fairly resolve all their issues against our company.Customer satisfaction is critically important to us and we want to ensure thatevery customer knows their business is valued and deeply appreciated.
As per companyterms and conditions of which the customer fully signed and agreed, all bindingtransportation quotes provided by our relocation representatives are based oninformation given by customers prior to move date which consists of a totalvolume to be shipped as well as any packing supplies needed to be used. Uponreceiving this information, a binding & guaranteed transportation cost isprovided to the customer specifying and detailing services to be rendered, withcustomer approval to the Order for Service confirming the information providedis true and accurate.
Due toadditional services requested and rendered by the customer on pick up date,consisting of additional volume to be shipped and packing supplies to be used,additional charges were made to the customer account with their full approval.The total Transportation cost for their relocation was reconfigured accordingto their new requirements at the time of pickup date.
Unfortunately,this also put us in the position that we had to scramble for available spacealready reserved and agreed for our deliveries so we could send the shipment inits entirety, which exceeded in volume and left us struggling to makeadditional space arrangements on our vehicles, which was not part of ouroriginal contractual services.
Furthermore,as per Company Delivery Terms & Conditions, all Long-Distance deliveriesare made on a flexible basis with an estimated arrival time up to 21 BUSINESSDAYS per customers first available delivery date (Ready Date). The customermust be available to receive the goods starting the day after the goods werepicked **. In addition, all estimated time of arrivals are subject to changedepending on many industry factors such as traffic, weather conditions,unforeseen mechanical problems, or unexpected delays with prior deliveriesscheduled before them. Please note that our records clearly show that theshipment will get delivered within the agreed delivery window.
Last,in the event, customers may realize that some of their goods are damaged ormissing, or if they feel that they have been over-charged or charged forservices that they did not receive prior, during, or after services werecompleted, all customers understand that they should initially give the serviceprovider the first right to fully investigate and respond in writing with aresolution to their issues. To start their claim/complaint process, please logon to: https://www.movingclaims.net
Westrongly believe that with mutual consideration and understanding, we caneasily reach a fair resolution and keep the relationship between all parties ingood standing.
Very ************************************************************************ Dep. *********************************************.Customer response
08/15/2021
Complaint: 15746658
I am rejecting this response because: please note that the agreement was 10 business days, not 21 (see email from New Evolution Relocation Advisor for proof). However, even if the spread were 21 business days, as of Friday, August 13, we are outside of the 21-business-day window. My belongings are still in *******, and my relocation advisor and dispatcher at New Evolution were unable to provide neither an estimated date of departure from ******* nor an estimated date of arrival in ***************.Could you please provide your contact information so that we can sort this within the next few days? I'd also like to be compensated for the delayed delivery.
Sincerely,
***********************Business response
08/19/2021
Dear Valued Customer,
In the event, you may realize that some of your goods are damaged or missing, or if you feel that you have been over-charged or charged for services that you didnt receive prior, during, or after services were completed, all customers understand that they should initially give the service provider ********************** the first right to fully investigate and respond in writing with a resolution to their issues.
To start your claim/complaint process, please see the instructions below:
Log on to: https://www.movingclaims.net
When entering the site, click on the tab - register your moving claim/complaint
Please make sure to have the following information when registering your case:
Your moving company's legal name.
Your full name as it appears on the **** of lading (contract).
Your full current address.
A valid phone number.
A valid email address.
Your order number, or move confirmation number.
Moved from state/move to state.
Your move date.
Upon receiving your information online, a Claim Acknowledgment Confirmation Notice will be sent to you via email, confirming that your claim/complaint has been received and entered to our electronic system. Note: Please make sure to check your junk or spam folders for our email confirmation.
KINDLY ACCEPT OUR APOLOGIES FOR ANY INCONVENIENCE AND WE WISH YOU THE BEST IN YOUR NEW LOCATION!
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