ComplaintsforNorth American Van Lines, Inc.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had scheduled a move from ******* to ********. My stuff was stored in ******* for a bit then delivered to **. When the items arrived, one of the items missing were 4pieces that are part of my pool table that they had disassembled- due to the missing pieces (slate blocks), they were unable to complete the reassembly of the pool table. I had filed a claim (Reg#: ************ - Claim#: 01536-3-) to get this resolved so that they could either help obtain missing parts from a pool table company/builder (I have specific brand and model of the table available and which pieces are missing), and if they were unable to obtain, to get reimbursed for now an unusable pool table. This claim went in on January 26th 2023. I had called a couple times to the claims adjuster assigned and left voice mails but was never able to get in touch, nor have heard back still. They have not reached out to me yet, and I would like them to purchase and obtain me the pieces to complete the assembly (and to send back the assembly team- which I paid for), or to reimburse me for the whole pool table price (also have the receipt of when I purchased the table).

  

  Business response

  06/06/2023

  We are truly sorry for the length of time that has transpired and for all the frustration and inconvenience this has caused. This has been submitted to the claims department who will in turn review the situation for action. They will reach out direct to customer after they review.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  date of transaction: 07/19/2022 My household goods were picked up by North American Van Lines. (NAVL) Two large rugs with pads were included in the goods: sizes 10 feet by 12 feet. The rugs were stored for 6 months at ******************************* in ****** **. The household goods were picked up by North American Van Lines on 01/09/2023 and delivered to ************** on 01/18/2023. The two large rugs were missing. After several attempts to find the rugs they were located at ******************************* (ATS) in ****** **. ATS has reported to me that they have been trying to get a NAVL driver to pick up the rugs and bring them to ** without any response. The value of the rugs is approximately $3,000. I want reimbursement of the rugs as soon as possible.

  

  Business response

  03/21/2023

  It appears this complaint may have been filed a while back? It looks as though the rugs have delivered.

  Thank you.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired North American Van lines to transport my entire home contents from ****** ********** to ****************. We had made it clear to them that the builder was having a delay in the interior of the home would not be ready to bring the items into the house and that they'd be stored in our four car garage attached to the house. The driver that was scheduled to pick up the contents of our home was going to be late by five days. We need to be out of the home because escrow is closing the next day. So the local North American *** line agent came over late day and into the night with multiple drivers and trucks and loaded everything into small trucks. they then took all the items to their warehouse and unloaded them to wait for the large truck that would go to ********. I had concern about multiple loading and unloading of these contents. My sales agent, ****** and the owner of the local NAV agency assured me that anything that was broken or damaged would be replaced. No questions asked. They did all of the packing, and they did all of the loading of the interior of the house. in transport, the delivery was late by three days. They claimed that the load had been infested with insects and they had to fumigate the truck. It's not clear whether they unloaded the items again or not. When they delivered the items to our garage our contractor was there , but we were not and they understood that. They assured us that it isn't necessary, "we do this for military people all the time" if anything is damaged, we will fix it. I have a claim with them now for a $5000 dining room set that was basically destroyed. The legs were broken off of it and the chairs were broken and the fabric punctured. They told me because it wasn't noted upon delivery. There's nothing they can do. They did pay for a tool chest that they destroyed, but they refuse to pay for the dining set an a $200 glass top for another piece of furniture. They have a $500 deductible and sent me a check for 50 bucks.

  

  Business response

  02/28/2023

  We are very sorry the claimant had concerns to report from their relocation and that they had damage to report.  In reviewing the claim file there were multiple reasons for denial of the table and chair that were claimed on the claim form. The claimant completed the customer check-off sheet and did not document any damage to the table or chairs. There were 3 boxes documented as damaged so it would seem that something as large as a table and chairs would have been documented as well. The items delivered into a garage and were later moved by a party other than the van lines and therefore the "last-handler" rule pertains to this situation. If there is no documentation of damage prior to the items being relocated then the last-handler is liable for the damage. The claimant also attempted repairs to the table. The independent repair service assigned to inspect was unable to determine  what the costs would have been for them to make repairs since the attempted repairs were unsatisfactory and would cause more entailed repairs. The claimant disposed of the glass top and once again nothing was documented at delivery regarding a broken glass top.

  The carrier did accept liability for the took chest in the amount of $550.00. However with the claimant having a $500 deductible applied they did only receive the $50.00. If the claimant chose to have a $500 deductible this cannot be changed.

  The claims department is reviewing the case and will make a determination if they will change their position regarding the previous denial and/or settlement.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, The carrier in question, ********************************** 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

  02/22/2023

  The customer has stated that his window for delivery was missed by two weeks.  He has attached a copy of his Estimate/Order for Service which indicates that his delivery spread was December 7-19.  Their items were delivered on December 16.  The delivery window was not missed.  The shipment travelled from ********** to ***************, and loaded on November 29.  The delivery was made within the dates to which the customer agreed.

  Regarding their claim settlement, the customer packed their own items.  The carrier cannot be held responsible for the condition of items which it did not pack, unless the customer makes note of external carton damage at the time that the shipment was delivered.  Just above the signature line of each page of the Inventory is an instruction to the customer to inspect the shipment at delivery and to note any damage in a column specifically noted "Exception (if any) at destination".  There are no notations of damage on any of the inventory pages.  The customer signed their Declaration of Value (attached) confirming receipt of the booklet "Your Rights and Responsibilities When You Move".  This booklet contains very detailed instructions, advising the customer of the importance of conducting an inspection of their items at the time of delivery.  Without any exception to damaged cartons, the carrier cannot accept responsibility for items which they did not pack.

  The final settlement amount was $280.00; the customer, however, signed their Declaration of Value requesting a deductible of $250.00.  This deductible must be applied to the claim settlement before payment is issued.  That is why the customer's final settlement amount was $30.00.  Please refer to their initials and signature on the attached Declaration of Value.

   

  Customer response

  02/23/2023

   I am rejecting this response because:
  
  The agreement I signed when I agreed to the pricing and the load did not include this clause. Nowhere did it state that my packed goods would not be covered, and at no point did they communicate this. See the attached document which does not include this. This is predatory practice for trying to state this, and decided to outright reject claims without any reason (even items that they themselves packed). I understand the $250 deposit, but that still does not cover the items which I packed. They are responsible for covering for all items, not just ones they packed (otherwise we would have packed everything). It is extremely frustrating how unwilling they are to do what's right. 

  

  Business response

  02/23/2023

  The customer's signature on the Declaration of Value confirms his receipt of the booklet, "Your Rights and Responsibilities When You Move".  The booklet contains the following statement:

  "Reducing your Movers Normal Liability, Loss and Damage Claims:  The following are some actions that *** limit or reduce your movers liability for loss or damage to your household goods: 1. Your acts or omissions cause the loss or damage to occur. For example, improper packing of containers that you pack yourself which does not provide sufficient protection..."

  Since the carrier cannot know that the containers were properly packed, or know the condition of the items before they were tendered for shipment, they do not have liability for damages to owner-packed items.  

  Customer response

  02/23/2023

   I am rejecting this response because:
  
  May limit or reduce does not mean that it won't get covered, so what you're stating is false or misleading at best. I had multiple large items that were completely damaged due to the fault of the carrier. Is it entirely due to the carrier and had nothing to do with how I packed it. If there was an issue, it should have been flagged by the carrier. I'm not asking for much, only what is owed to me. This is absurd for the carrier to say that it's my fault when they damaged my goods and refuse to pay for it. Trying to bully their way and say that I am responsible for the goods that they moved and they try to avoid responsibility for is completely unacceptable.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We hired North American Van Lines to move us from ************, ******** to ********* ********************* in October 2022. Load date was October 14th to be delivered in ** in 5-7 days later. When the truck showed up it was already 3/4 full and could only load a fraction of our belongings. They took less than 10 pieces of furniture and we had to wait another day for a second truck to pick up the remaining items which delayed our departure by a day. The first truck delivered on 10/19 but we had to wait another 16 days for the 2nd truck that had the majority of our belongings. The shipment spread was 10 days and we were told by our agent that we could file a claim for $100 a day for the delay. They have denied this claim saying the second truck was an over-flow shipment. The second truck was missing some of our more valuable items, such as a **** sound system and a **** putter. It was approximately $2250 worth of goods. We paid $3889.02 cash when the first truck delivered. The 2nd truck was $3209.64 which we tried to pay with a personal check. This was refused and required a cashier's check. The driver returned my personal check but had taken a picture of it and we paid with the cashier's check. The 2nd truck was dropped on 11/4. 10 days later the company attempted to cash the personal check after being paid in full with the cashier's check. Luckily, our banker notified us and we were able to put a stop-payment on the check. We contend the company attempted to steal another $3209.64 from us. We have, called, texted and emailed to no avail. Our claims our being denied and we simply desire to be compensated for our inconvenience and lost or stolen items.

  

  Business response

  02/08/2023

  The Claimant filed this complaint back in January and our response is as follows:

  RESPONSE   Mail Body:Hello, I am currently reviewing your delay claim. I understand that you had a remaining balance of your shipment that delivered late. The van lines never like to see this happen. There is a clause on the order for service stating subject to carrier's applicable tariffs, terms and conditions. If there is a second portion left behind and was at least 20% of the total shipment and contained items of necessity, the van lines offer the customer compensation to purchase any necessities needed. Necessities would include an airbed if a bed did not deliver on the first portion. Other items would be linens and kitchen items. An amount would be offered towards these items. Please submit a list of necessities purchased after the delivery of the main portion and supporting receipts and I would be glad to rework your claim. Unfortunately, there is no per day delay compensation rate for the overflow portion of a shipment. Thank you for allowing me to explain. Thank You, ************************* Customer Service
  To date we have not received receipts as requested from the carrier.  The per ******************* penalty applies only to the main portion of a shipment - the customer's main portion did deliver within the scheduled dates. 
  Regarding the damage claim, the customer was sent a settlement with a letter of explanation on December 28.  The missing items were denied as the customer did not make any notations of missing items at the time of delivery. The claims have been handled to the extent of the carrier's liability.  If the customer would want to request a review of their claim settlement, they may do so at the address noted on their settlement letters.

  The claimant rejected the response as well but the position of the carrier has not changed.

  Unfortunately, nothing further has changed in our position and nothing can be changed through this BBB site.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved from ** to VT and our household goods were picked up on 9/17 and delivered to 10/3. The plan was for delivery to a home we rented in **. The rental was not ready and we had to reroute our goods to a storage facility. We contacted NAVL prior to delivery to storage to discuss. We were told the goods would not be insured and we asked questions about insured vs ability to submit damage claims. I used the example that if the facility was destroyed that **** would not be liable and **** said correct. I asked if I could submit claims for damage occurred during the move process, and was told YES. **** then emailed me links to submit damage claims. We submitted damage claims and they were denied, citing our interstate contract ended upon delivery to the facility. We could not locate the contract or terms and conditions, and later confirmed with NAVL that we never received the contract/bill of lading prior to shipment and did not sign the **** yet we were responsible for understanding the terms and conditions and the damage claims would continue to be denied. We requested multiple reviews and all reviews were denied stating our contract ended, for a contract we NEVER received, and is not signed. Yes, we received the your rights when you move published by the federal government, but as the consumer I am not legally obligated to provide the contract - NAVL is required to provide the contract. We have submitted thousands of dollars of claims for items that we even requested special packing and are now scratched. We have told the claims department several times over the past month about not getting the contract before shipment - all denied! It's maddening how dysfunctional NAVL is to work with!! Many of the complaints I see posted here end with **** saying the consumer signed the contract, and as we didn't receive one, I wonder why they even have contracts if NAVL can choose when to follow unsigned contracts they didn't provide!!

  

  Business response

  01/24/2023

  We are very sorry for all the frustration the claimant is experiencing with their relocation and damage claim. However, when the goods deliver into a private storage facility and not a North American Van Lines Facility the goods are out of our control and the contract ends upon delivery. In order for the carrier to accept liability any damage must be documented at the time of delivery. The Carrier has no idea what takes place with the goods and their relocation into a residence once delivery has been made.

  The Claimant signed the Estimate & Order for Service which is the agreement to relocate the household goods. The Claimant signed all of the move documents including the Bill of Lading at the time of delivery. 

  Unfortunately we are unable to change the position of the claim settlement.

   

  Customer response

  01/26/2023

   I am rejecting this response because:  ******* was only supplied upon delivery, after the decision had been taken to deliver the household goods to the storage facility.  ************ decision with the information that was provided to us from the move coordinator, but did not have the opportunity to properly review the terms and conditions on the back of *** as we did not receive the contract/*** until the goods were delivered. ******* submitted to the BBB with this complaint clearly shows we did not receive and sign the contract upon shipment. We could not have known about the inability to submit damage claims based on the contract terms on the *** as we did not receive the *** upon shipment, only upon delivery.  Common sense would tell you that you would not know about terms and conditions that you only receive upon delivery.  In addition, the move coordinator and the delivery driver both informed us we could submit damage claims, and the move coordinator even emailed us links with instructions to submit damage claims after informing her of our decision to have the goods delivered to the storage facility.  If we can't make decisions based on a contract that was withheld until delivery or your employees, who are consumers to trust?  NAVL is simply ignoring clear facts and has no interest in providing the best service to the consumer and standing behind their services, vs twisting facts, deceiving consumers, and lying to cover their mistakes.  Are you claiming the contract was provided upon shipment, but you just didn't ask us to sign it, or the driver for that matter?
  
  
  

  

  Business response

  01/30/2023

  We are very sorry but there is nothing further we can explain or provide through this BBB website.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  If I could give zero stars I would love to!! This has been the worst experience I have ever had with any moving company and I have used several during my life. The vast majority of my furniture has been either damaged, broken beyond repair, or just lost!!! Items that meant a great deal to me and my family have been lost forever. Now dealing with their insurance company is another nightmare!! I filed my claim on 9-16-2022 It is now 1-20-2023 and today I heard from my ajuster my claim is still not been reviewd and she needs anther two weeks!!! I paid additoanl money to have the best insurace possible; this is obviolosly a scam and a way to make more money. As if the original ** ******** ******* I paid was not enough. Please don't use this company I would hate to have anyone deal with the heartache and frustration that this move has caused me and my family. Even if they come in at the lowest rate... it's for a reason and you get what you pay for! Do not use this moving company ever!

  Customer response

  01/26/2023

  ******* * ******

  

  Business response

  01/26/2023

  We are very sorry that the Claimant had damage to report from her relocation and that it is taking some time for the claim process. Please know it is never the intention of the van lines to have damage occur and we try to resolve the claim as quickly as possible. Some are more lengthy than others and require more research.

  The Carrier does not sell Insurance or provide an Insurance policy, the carrier offers valuation coverage. Valuation is not the same as Insurance; nor is it an insurance policy that guarantees a recovery for all claimed loss and/or damage.   Rather, it is a contractual limitation of liability that establishes the nature and extent of a carrier’s maximum liability in cases of proven loss or damage to household goods in interstate transport. 

  Unfortunately, we are unable to provide a refund as requested. The Carrier is regulated by Federal Law and it is illegal to provide a refund of the transportation charges.

  It is a busy time for the claims department and I am confident the claim will be resolved soon.

  We are very sorry for all the frustration and inconvenience this has caused.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a very negative experience with North American Van Lines. This company employs dishonest and unethical business practices. North American lost at least one of our moving boxes, which contained irreplaceable sentimental items, as well as other valuable items. Then, instead of accepting responsibility, North American tried to hide behind legalese paperwork they had forced us to sign. They also made us fill out extra paperwork and wait for months, just to tell us that they refused to do anything to fix their mistake. We moved from *********** to North ******** last summer. North American charged us $14,000 to move the contents of a two-bedroom house. I would strongly recommend that anyone considering a move avoid North American.

  

  Business response

  01/23/2023

  We are very sorry for the difficulties that the customer has reported on their move.  In June of 2022, a month before their move took place, the customer signed their Declaration of Value confirming receipt of the booklet, "Your Rights and Responsibilities When You Move".  The booklet contains information on the importance of the customer performing a complete check off of their shipment at delivery.  Their Customer Check Off Sheet is attached.  On it, all inventory numbers are checked off as having been received, and the customer has answered the question "Everything received?" by checking "Yes".  The carrier did contact the connecting customer's on the customer's truck, and no one reported receiving additional cartons. Their claim settlement was reviewed an upheld by a senior review adjuster. The customer has been provided with information regarding an independent claims arbitration process in which the carrier participates.

  Customer response

  01/26/2023

   I am rejecting this response because: North American continues to hide behind boilerplate paperwork they force you to sign in order to unload your belongings, which is unacceptable. North American lost a box containing important  items, and has wasted a substantial amount of our time with their useless claim review process, and should compensate us for this. If North American does not compensate us, I reserve all rights to inform other consumers of my experience, including through online reviews, and to take any necessary legal action. 
  
  
  

  

  Business response

  01/30/2023

  We are very sorry but are unable to change the position of the claim settlement. Unfortunately, there is nothing further that can be rectified through this BBB site.

  We wish the claimant the best in their new location.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired this company to move our contents of our home from ************, ******** to **************, **************. We agreed that they would arrive on a Friday and load our belongings and deliver within the next week. This did not happen. They were ************************************************************** missing items. Some of which were very expensive. We have started there claims process but have not heard back from them.

  

  Business response

  11/30/2022

  This is a complaint/claim with our company at the corporate level (North American Van Lines). The operational issues are handled at the corporate level as well as claims on interstate moves. At our agent level, we only process claims for local moves and moves within the state. This complaint should be sent to North American Van Lines for resolution. We will reach out to them on our end as well and ask them to connect with you for resolution. 

  Customer response

  12/02/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  

  Our family's belongings was taken by men who work for ********** Moving and **************** ********** Moving and *********** sent a truck to our home that was already 3/4 full of another family's belongings. But we gave this company in advance a list of what they were going to be picking up. By the way it was this list that the quote for the price of the move was based on. So before they even arrived they already knew the truck they were sending could not handle the amount of our move. Which is where most of the trouble of this move stems from. They loaded as much as they could of our belongings which was about 1/4 of our things, locked up the truck and proceeded on there way. That truck would arrive a day after we arrived in ************** and other than some broken items and scratched/broken dresser we think everything that was loaded in truck number 1 arrived okay. The company the next day sent a smaller empty truck and they loaded the rest of our things and took them to ************ for storage. 16 days later our belongings arrived. So our family belongings sat in a warehouse for anyone that this company permitted to let in there building for all of that time could have gone through. We believe that our stuff never left ************. Our expensive sound system, numerous boxes etc. We are still discovering things missing. It was from this second truck that almost all of our problems have stem from. Our belonging were supposed to go in one truck and not be opened again until it arrived at our new home. That is why we think this company is at fault.
  Regards,
   
  ***********************

  

  Business response

  01/17/2023

  We are sorry for the difficulties that the customer has experienced.  The customer received the following email in response to their delay claim; the email was sent in November:

  11/23/22 02:49:26 PM Email notification sent to: **********************
  Sent by: @sirva.com
  Mail Body: Hello, I am currently reviewing your delay claim. I understand that you had a remaining balance of your shipment that delivered late. The van lines never like to see this happen. There is a clause on the order for service stating subject to carrier's applicable tariffs, terms and conditions. If there is a second portion left behind and was at least 20% of the total shipment and contained items of necessity, the van lines offer the customer compensation to purchase any necessities needed. Necessities would include an airbed if a bed did not deliver on the first portion. Other items would be linens and kitchen items. An amount would be offered towards these items. Please submit a list of necessities purchased after the delivery of the main portion and supporting receipts and I would be glad to rework your claim. Unfortunately, there is no per day delay compensation rate for the overflow portion of a shipment. Thank you for allowing me to explain. Thank You, ************************* Customer Service

  To date we have not received receipts as requested from the carrier.  The per ******************* penalty applies only to the main portion of a shipment - the customer's main portion did deliver within the scheduled dates.  

  Regarding the damage claim, the customer was sent a settlement with a letter of explanation on December 28.  The missing items were denied as the customer did not make any notations of missing items at the time of delivery. The claims have been handled to the extent of the carrier's liability.  If the customer would want to request a review of their claim settlement, they may do so at the address noted on their settlement letters.

  Customer response

  01/19/2023

   I am rejecting this response because:
  First of all, Our shipment was supposed to come in one truck. As per our representative that sold ** this move, we did a video walkaround of our ENTIRE home so they could figure us a quote for how much it would be to ship ALL of our household. Second, they sent a truck 3/4s full of another family's belongings. If I would have been informed that all of our belongings were not going to fit on that truck I would not have let them start to load anything at all. The company knew exactly how much stuff we had and still sent a already very full truck not capable of handling all of our belongings. Third, I resent having most of my belongings labeled OVERFLOW! I paid them full price to ship our belongings and then to break up my household, take my money and not deliver all of our items intact is not acceptable! Calling the second truck overflow and not delivering those items for over 2 1/2 weeks from the few items that they did take is unacceptable. Fourth, They offered to reimburse us for items that were important to our living situation, If I would have bought new things and saved the totals, where would I have put them when our normal items arrived. I paid them  to ship our things in a timely manner in the first place. And lastly, How are we supposed to know what is missing and what actually made it while they were still there? Two ************ boxes and sitting them in rooms, we had to start unpacking to find out what was missing! They owe us for 10 days late at $100 dollars a day! They owe us for my missing BOSE sound system, and other personal Items as well. I will not rest until I have restitution!! 
  

  

  Business response

  01/19/2023

  The Claimant has spoken with someone in our corporate office to discuss their concerns.

  Unfortunately, nothing will change the position of the carrier through this BBB web site.

  Regards,

• Initial Complaint

  12/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We relocated from **************. to *********, ** on October 24th, 2022. The movers arrived on Tuesday, October 25th, 2022. I would not recommend North American Van Lines for three reasons:1. They did not deliver three ladders, they damaged a butcher block, a wheelbarrow and many dishes. they refused my claim and then finally approved a $109 payment when I disputed the rejected claim.2. The driver of the truck made comments of a sexual nature to me. I sent a letter to the claims person, the salesperson etc. and offered to tell my story to HR and the legal departments. No one cared to call.3. The claims adjuster said that I had signed the inventory list. I signed the one in **. The final delivered inventory was forged, most likely by the driver. It is so blatantly obvious it is not my signature. They had the gall to say that i had signed off on the delivery when most everything was still boxed or furniture wrapped. Having the movers stay around while we inspected every single item is unrealistic and virtually impossible to do.This was a very disappointing experience.

  

  Business response

  12/27/2022

  We are very sorry for the difficulties that the customer has experienced.  The driver has been contacted regarding the alleged comments by the Director of the safety Department and the Vice-President of the agency for whom he hauls..  

  Regarding the settlement of the claim, the customer states that the destination paperwork was forged because the signature did not have his middle initials. I have attached the customer check off sheet which does appear to have the middle initial B in the two signatures.

  The customer was paid for the ladders; he had chosen valuation of coverage of 60 cents per pound multiplied by the weight of the individual items claimed. The weights of the ladders were 21, 30 and 52 pounds individually, leading to settlements for each of $12.60, $18.00 and $31.20.  The claimant did check the attached Check Off Sheet indicating that all items had delivered.  In addition, the claimant had filed a claim for items which they packed; the carrier did not pack these items and therefore has no liability for them, unless the customer had noted carton damage at the time of delivery.

  The customer has requested a refund in settlement of these issues.  As a federally-regulated company, the carrier is prohibited by law from making a refund as a conciliatory gesture.  If such a refund were to be caught in a federal audit, to which we are subject at any time, both the carrier and the customer, as the person who solicited and received the refund, would be subject to significant Federally-issued fines.

   

  Customer response

  12/29/2022

   I am rejecting this response because:

  As stated previously, the customer sign off sheet was what I signed in *******. The forged customer sign off sheet was not signed by me at the delivery to my new home in GA. This is the first time I have been notified that the truck driver was spoken to. 
  
  
  

  

  Business response

  12/29/2022

  The Director of the ***************** has addressed these issues with the driver.  That interaction is considered internal and would no be shared outside of the company.  

  The customer's claim has been paid according to the valuation coverage which the customer chose before load.  The coverage of 60 cents per pound is paid based on the weight of the individual items claimed.  The customer was not reimbursed for items which they packed themselves.  The carrier has no liability for items which they did not pack.  The inventory sheets which the customer signed at origin contain statements advising the customer to contact the carrier if they were not giving the opportunity to check the shipment at delivery. The carrier did not receive any such notification. 

  We are sorry for any concerns that the customer experienced.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩