Complaints

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We hired ******************************* to transport an antique family heirloom ( over 100 year old table with marble top) It was wrought iron, bronze with an Italian marble top. We paid a deposit of $300 on 4/4/24, They picked up the table on 5/31/24 in *****, **. At this time we paid them another $500. Before the delivery, I was in contact with the company on numerous occasions, because it was taking a long time to arrive. They asked for more payment and on 06/05/24 I paid another $500.00 It finally arrived on 06/10/24 with the marble top cracked in multiple places and two screws sheared off on bottom of table. I immediately contacted the company to report the damage. I was told they would put in 2 claims and it usually takes about a month to settle. After a month, I called the company to see what the holdup was with the claims; their response: it could take up to 30 more days. They also never gave us a claim amount they were submitting. Never hearing from them , I made multiple phone calls with no return calls about the situation. I was beginning to feel like I was getting the run around. Finally got through and told them it was unacceptable, bad business practice and I would have to get US **** of **************** *** ) involved. It didnt seem to faze them. I called the ******* Federal and Motor ******************************* and National Consumer Complaint DataBase (NCDCB) and filed a complaint and notified the shipper. I received a letter from the *** saying they contacted them and asked company officials to reach out to us and make an effort to resolve the issue. They dont have authority to represent us in a dispute with the shipper. Have heard nothing from them ! can you help us?

  

  Business response

  07/26/2024

  Dear ****************,
  
  Thank you for taking the time to share your feedback. We apologize for any inconvenience youve experienced and appreciate the opportunity to address your concerns.
  
  Firstly, we would like to clarify a few points. We initially provided you with a highly competitive flat rate of $1,300 for shipping your heavy item, taking into account your flexibility in receiving it. It was only on the day of pick-up that we were informed by your family that the marble top had been previously broken and repaired. Despite this, we are committed to assisting you in seeking reimbursement for the damage incurred during transit.
  
  As we explained, the claims process typically takes between 30 to 90 days, as it is handled by a third-party claims company and not within our direct control. While we understand your desire for a quicker resolution, we are doing our best to expedite the process and ensure you receive the appropriate compensation for your family heirloom.
  
  Your claim is still pending, and we remain dedicated to achieving the best possible outcome for you. We appreciate your patience and understanding as we work through this matter.
  
  Please feel free to contact us directly if you have any further questions or require additional assistance.
  
  Sincerely,  
  Speedway Van Lines

  Customer response

  07/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

*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. ↩