Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/08/2024

  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.

  moved from ******************************************************************** to ******************************************************************************. I believe I can prove thatOld Town Van Line sold me a move that did not hold to federal law in selling me a move based on cubic feet instead of by weight. Provided poor costumer service Intentionally brokered me off to a different company to further the scam and sow confusion. Still has not talked to me since a week before the move out of ******** Nori Logistics Lied about the size of their truck Moved the date of the move around to sow confusion Failed to provide a clear and resemble delivery date Failed to provide any sort of meaningful customer support Loaded my belonging improperly leading to damage and loss Intentionally brokered me off to a different company to further the scam and sow confusion. ********* Moving Were either the last step in a long scam of a horrible move or fellow victims who were involved because they were trying to prevent dead loading back to *****.

  Business Response

  Date: 12/30/2024

  We received the contract for this individual's move from the brokerage (Old Town Van Lines) Mr. **** booked with.  As per our carrier agreement with ******************* they sent us the contract and estimate for the job so that we could service this move for Mr. *****  The brokerage estimated Mr. **** to have 1269cf for the move from ****** set for June ****** 2024.  We arrived to Mr. **** residence in ********* ** to complete the pick-up, but we walked in to a home that was nothing in comparison to the estimate he signed for with the brokerage, in which he listed his items that were being moved, for them to be able to produce an accurate as possible estimate.  We informed Mr. **** that an estimate is just that...simply an estimate for the volume their move would occupy.  Not only did Mr. **** have an overabundance of additional volume needed, but he also needed packing, which is not a free service.  We explained everything in great detail to him, and he agreed, understood, and signed the Revised Written Estimate and the Bill of Lading prior to us starting anything.  Mr. **** move closed out at a FULL truck, with attic, and these trucks with the attic hold 2000cf, so that was what he was charged for.  Not only that, but there were more important items he also wanted to go, which we put inside of the cab with us since there was no room in the back of the truck.  We did NOT charge Mr. **** for these additional items we put inside of the cab for transport.  Mr. **** was charged for 2000cf, which was 731cf increase volume from the estimate he had previously generated with the brokerage. As we explained to him, the carrier has nothing to do with how the estimate is calculated, or the things told to consumers during booking, as we are not the same company.  Nonetheless, Mr. **** agreed to and signed for the additional charges, so we continued with the move.  Mr. **** estimate was for only 107 pieces for inventory, but we closed his move out at 191 items, which was an additional 84 items we moved for him.  Unfortunately, after we had the truck fully loaded, there were still items that were left off the truck due to not fitting.  He wanted the items to go, so we told him that we would generate a quote for him after we got the truck unloaded that evening, and if he agreed with the charges for a SE**ND truck, we would come back.  The following morning, we followed up with him, and he was demanding that we come back with the second truck and take all of the leftover items for no charge.  We let him know that we wanted to help him and were already moving items for no charge, as well as provided all packing and materials for no additional charge to him.  Regardless of this, he still was demanding that we load the SE**ND truck for no additional charges, therefore we did not schedule for the second truck to go back.  

  The next issue we had to resolve to the best of our ability was Mr. **** delivery. He had provided his FADD (first available delivery date) as 7/1/2024 in ********** **.  Regardless of the *** explaining the delivery spread outlined, in addition to a separate form we have in our contract thoroughly explaining the delivery spread (both forms signed at pick up), Mr. **** decided to demand that his delivery be ON 7/1/2024. We continued to try to explain the process to him over and over again, but he continued to demand.  He then started yelling that he was a preacher, and then in the same sentence was cursing at us and calling us degrading names, using foul language.  We explained to him even through the verbal abuse, that yelling at us will not make the delivery happen any quicker.  We let him know that we were doing everything that we could to get his delivery to him ASAP.  Unfortunately, we had an unexpected delay in his delivery, due to mother nature creating a catasphrophe we had to plan around.  Hurrican ****** a hurricane, hit and made land fall on July 8.  This hurricane was deadly, and wreaked havoc on **, also resulting in road closures, power outages, etc.  We at that time had to pull our southern trucks of the road to ensure safety for everyone, and once the go-ahead was given for safe transit, we got our trucks back out on the road to get our schedules back on track.  Mr. **** knew very well of the extreme conditions we were facing to complete his delivery, and instead of a preacher's prayer and wisdom, we were again cursed at, threatened, and called very insulting names.  We continued to ignore his degrading bullying, and continued to tell him that we are going to be there as soon as possible.  

  Finally, we arrived to his residence for delivery in July, very well within the allowed delivery time, but Mr. **** continued to be terrible to our delivery crews.  We had to use a local company truck whom we work with for the delivery, as our delivery truck was damaged in the hurricane (nothing damaged inside of the truck) as the severe weather busted the windshield out of the truck.  So, we coordinated with a fellow moving company we work closely with in ** (*********), and we loaded the shipment onto the truck, signed the lease paperwork to use their truck under our company, and the placed our company government required magnet on the truck, to identify as Nori Logistics, and not **********  Upon arrival, Mr. **** became veery combative and threatened to not pay.  He became so unruly that our driver called the local police to have them on standby, just in case Mr. **** became violent and combative physically, and not just verbally.  As we were unloading, he continued to cause major issues and state there were damages to the items in PBO boxes (packed by owner), but we informed him that the valuation addendum he signed at pick up, which is a form the government regulates, clearly states that damages to items inside of boxes that were not company packed, are not covered under insurance, as a carrier by law cannot accept liability for items that they did not professionally packed.  The carrier is not responsible for a consumer's poor packing, or packing that will not secure the items inside of the boxes for a long-distance move.  We provided him the claims information, but to this day, Mr. **** has yet to file a claim or provide photos of the alleged damages.  He did threaten and demand that we compensate him for the entire move, and we told him that was absolutely not an option.  We, as a company, truly felt as though he was trying to scam us, based upon his verbal abuse and threats.

  While we tried to resolve the matters with Mr. ***** due to his outrageous demand of being fully refunded move that went smoothly, outside of our truck being damaged from the hurricane, we were unable to compensate him for anything.  His delivery was not late in accordance with federal regulations, nor in accordance to our contract.  We could have compensated for some damages had he actually filed a claim, considering that he did not submit items that were packed by owner OR particle board / engineered wood.  We had already completed extensive packing for Mr. ***** in which he was only charged for $540 for materials, while we provided a packing service of $2000, along with taking additional items in the cab of our truck for no additional charge.  

  Had our company performed any wrong doings, a late delivery, or damages to items we packed, we would have gladly rectified the issues, but since we completed everything as we could, we could not even consider refunding Mr. **** for his large long distance move.  

  Mr. **** contract is included in this email as attachments.  Please let me know if you have any questions or if I can do anything else.  I am sorry for the late response to this claim, as I am not getting the portal notifications anymore, and I just received the complaint letter dated October, in the mail today.  Thank you so much, and I hope you had a happy holidays! 

  
  

  Kind Regards,

  ****** *.

  Owner / CEO

  Nori Logistics DOT: ******* MC: 1573078

  ************ 

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

  Customer Answer

  Date: 01/07/2025

  I would like my complaint to be reopened.

  Customer Answer

  Date: 01/07/2025

  WOW, Just wow. 

  I have a video recording of the truck arriving and the conversation that took place between me, the driver and my point of contact at ****. That will be emailed to your general Email soon.

  I never cursed, the police were never involved thought I did consider contacting them before their arrival. Yes, I was very upset and still believe I have been con, I did tell them that on the phone call and its why they accused me of it in their responce. 

  I have run the math and taken the measurements and can prove their truck does not hold 2000 Cubic Feet of space, and the space taken up in the trailer that arrived did not mesure more then 1500 Cubic Feet.  

  Not only were boxes broken and things inside damaged but furniture was broken and damaged. 

  I did contact **** and did send them pics and was never contacted again. 

   

  Customer Answer

  Date: 01/23/2025

  Complaint: 22395129
  
  I have reviewed the business' response and am rejecting it because: 

  I never used profanity, nor did I ever become or threaten to become violent. I worked harder then all of them to help load the trucks. The loading crew can testify to my exhausted state by the end of the day and it was mentioned the next day on the phone as we tried to figure out what to do about the left behind items. 

  While there was damage to items I had packed in toats and boxes. The damage reported to them was furniture that was packed by them. These large Items (desk, Bench, Table, bookshelves, Table Saw) were part of the move, not a courtesy to me. In addition to this, ***** of high quality plastic toats I had packed in were broken. These were an investment made by our family for storage and an attempt to make the move easier on everyone. Not only was this info passed on and we received no compensation for these damages, but we were never contacted to be told that it "did not qualify". 

  Also the damage caused to the 3rd party delivery trailer by their pour loading of our items was substantial, and frustrated the delivery guys.  
  
  Finally there was no "attic" (storage over the cab) on their truck and no 26 foot box truck on the market that holds ***** QF. Additionally leaving the foot of clearance at the top additionally made it impossible that they loaded *****QF. When the delivery trailer arrived I was able to measure how much space our items took up and we were at the original quote. ***** things were left behind including a large stack of Black Walnut worth a substantial sum. When I contacted them about these additional items no "free offer to pick up the items" was given instead a cost estaminet for the additional items was being worked on and it would have cost us yet another day before they could come get it. 

  
  
  
  
  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 01/31/2025

  I have been scamed by this company. It intently divides its actions to confuse and deceave the customer! In addition to that I have been accused of being vile and ugly. Those who know me, know that I would never be! I have sought to tell the truth and warn others and all the BBB has done is dismiss me and delete my review! All this despite it being illegal to sell a move by the cubic foot, it must be sold by the weight for this reason! I as the consumer should not have to be the one to know that! They should be shut down!!! But at least they should have a review that warns and reflects that on their page. They should not be allowed to keep a good rating on the BBB when they do such things! 

• Initial Complaint

  Date:09/17/2024

  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.

  The company picked up our items in April 2024 from ******** and delivered them to ** in July 2024. The boxes arrived with water damage, tears, upside down, etc. Upon unpacking many of our items were damaged or completely shattered. Additionally the movers damaged our door frames and walls - in our brand new home that we just finished construction on 3 weeks before. Taking into consideration our insurance policy of $.60 per lb I tediously submitted a claim, which totalled about $817 in damages. The business set me back a settlement of $139. This will fix nothing. The claim was for $817 per the policy but really I'm out thousands of dollars in damages.I've gone through their process with the moving claims company but everything is outdated, hard to use and impossible to speak to a real person. Every message I receive back is a copy and paste template - not an actual response to my individual concerns.We have done cross country moves before and our stuff was never damaged. This company had a complete disregard for out belongings and our home.

  Business Response

  Date: 01/10/2025

  Attached to this email is the consumer's contract with our company. The contract contains the signed valuation addendum, which discloses the $0.60/lb for damages. This form also discloses that the carrier is not responsible for property damage inside or outside of the home, nor is the carrier responsible for damages to items inside boxes packed by owner, nor is the carrier liable for damages to fake wood. Regarding fake wood coverages, we also have a separate signed form in our contract which states that we are not responsible for damages to fake wood possessions, and this form thoroughly discloses why. 

  
  

  We were assigned this consumers job from a broker by the name of Express Moving and Storage (the estimate which the customer e-signed will be sent in the next email), and we completed this pickup in ******, ** on April 11, 2024. The customer was estimated to need 45 days of storage, which was provided for free. The consumer ended up not being ready for delivery until July 11, 2024. As per our contract, normal storage fees are $0.80/cf, but we matched the broker's requested price of storage $0.50/cf/mo. Therefore, the total storage fees which were due were $1080. We completed the delivery in July, after we had stored the items for nearly 3 months, which did not allow us to deliver right away, therefore the items which customer packed and was not supposed to (liquid based items) were leaking in her boxes for those three months, creating damages to the boxes and the items inside of the boxes. 

  The consumer was estimated at 706,  and we took an additional 294cf, closing this move out at a total of 1000cf (as per signed contract, with inventory sheets included). As per the estimate (attached to the next email), the inventory was at 97 pieces (this estimate is generated by the broker per the consumers listing of what items are being moved, and then the consumer e-signs the estimate, approving the items that he/she provided). While the estimate was for 23 items, we closed the consumers move out at 78 items, breaking down to 115 pieces. All boxes were PBO (packed by owner), as per inventory sheets, apart from ONE *********** packed) dish box. Other than 1 box, all boxes (52 of them) were PBO. The consumer was also charged for bulky fees for large bulky items, and charged for stairs and long carry. With the increase of volume for the move, the fuel surcharge also increased, considering this is based at 8% of volume). The consumers total move closed out at $5040 (not including storage), for a 1721-mile move. Therefore, the consumer owed our company $3685.07 after their $1354 deposit that was paid at booking to the broker. The customer paid a check to us at pick up for $1842.53, leaving a remaining balance of $1842.54 due at delivery (not including storage). The consumers storage fees were $1080, creating a TOTAL delivery balance due of $2922.54, including the original balance of $1842.54. 

  The customer states that boxes arrived wet and upside down. The original photos sent by the consumer to third party did not show any boxes upside down, but pictures sent later in a second attempt for claims did show the boxes upside down, after the consumer had gone through the boxes inspecting for damages. There were damages to boxes from liquid, and this was liquid packed by owner. The consumer reported damages to items inside boxes, but these were boxes packed by owner, and per valuation addendum, the carrier is not responsible for damages to items inside of boxes PBO, because we are not responsible nor liable for improper packing. Items must be packed specific ways with specific materials to avoid damages from handling, while completing a cross country move. This is why we offer full packing services, but if the consumer refuses packing services, and they choose to pack on their own, the carrier is not responsible for poor and improper packing. Again, this is disclosed openly to the consumer. Unfortunately, all boxes, apart from 1, were packed by owner, which is why we did not cover her damages. The items were poorly packed by the consumer for 3 months of storage with a 1700+ mile relocation, and the consumer also packed liquid items, although they are advised not to. If we had done the packing incurring in broken items inside of boxes, we would cover those damages. But since we did not pack the boxes, per valuation addendum, we are not responsible for damages due to customer poor or unprofessional packing of their own items. We offer professional packing services, but if the consumer declines this and packs on their own, they're made aware of the risks, and this is disclosed on the valuation addendum which is signed at pick up (included as attachment in this response). 

  The consumer also stated that our crews damaged their interior of their home, but the customer neglected to send photos of the alleged damages until weeks after the delivery. There were zero reports of interior damage by the consumer or the delivery crew the day of the delivery, nor within 72 hours of the delivery. Nonetheless, the valuation addendum clearly discloses that the carrier is not liable for damages to property during pickup or drop off, and this is an industry wide regulation. As a company, we would have considered compensating for damages done to the home had they been reported within 72 hours of the delivery, or if the consumer or the delivery crew reported the alleged damages at the time. Unfortunately, the consumer did not provide any photos of the alleged interior damage until more than 10 days after the delivery, which makes it very difficult to compensate on this, when the valuation addendum states we are not responsible for those damages to begin with. 

  The consumer was given the claim company information on more than one occasion before she finally submitted the initial claim report. The consumer continued to neglect the process for claims, creating even longer delays in the process. The claim process is very straightforward and very easy to follow, as the entire process is hyper linked for easy and fast submission. The customer creates so many issues in neglecting to follow instructions, that we had to provide her the option to mail the photos by mail. She then tried to hold us liable for postage and printing, so when we told her we are not responsible for those expenses considering we provide a very user-friendly claims portal, she was able to figure the portal out that very day and submit her initial claim. She then continued to send more claims trying to propose more damages, sending photos of damages to items that had not been there prior per the photos. The claim company provided the settlement amount, and she of course declined it, and decided to send more photos and resubmit yet another claim. The claims company went through the photos again and again offered her the exact same settlement offer (as attached in a previous email) in the amount of $139. The customer refused to accept the valuation addendum, and neglected to accept the settlement amount, and she rejected this settlement offer two times. Our company along with the claims company tried to explain to her several times that the amount offered is based on the valuation addendum. Therefore, no interior damage, but most importantly, the carrier is NOT liable for any damages to items in boxes the consumer packed. The settlement offer in the amount of $139 is more than what we are actually liable for, considering our company packed only 1 box. Nonetheless, we settled on $139 for compensation, paying for 231lbs of damage, when the single box we packed weighed only 10lbs. Therefore, we covered 220lbs of damages which we were not even liable for. Unfortunately, no matter how we tried to break this down and explain this to the consumer, the consumer refused to accept or understand. The consumer continued to demand that we covered more, and demanded $817 in damages, which would be *****lbs of damage, and we did not pack anywhere near *****lbs. The consumer neglects to take responsibility for their broken items which they unprofessionally and poorly packed that were packed into the 52 boxes they packed themselves. 

  We tried our best to resolve this with the consumer, but they continued to demand that we cover a massive number of damages which we are not liable for. The consumer then proceeded to reject the settlement offer which was offered at more than we're responsible to cover, as per the valuation addendum, not allowing us to settle this claim. 

   Our company would have fully covered the damages, had we been liable for the damages. But unfortunately, we cannot be held liable to pay for damages that were caused from improper and poor packaging by the owner, expected to withstand 3 months of storage, and travel of 1700+ miles, along with liquids that are not supposed to be packed to begin with. Of the consumer opts to not have the carrier professionally pack their items, they are assuming responsibility for the damages incurred to those items packed inside their PBO boxes. 

  Thank you for your time in reviewing this and thank you for your assistance. 

  The consumer requests a refund, and they were offered a settlement in the amount of $139, which covers much more than the $0.60/lb of damages NOT PBO, that were liable for.
  

• Initial Complaint

  Date:06/07/2024

  Type:Sales and Advertising 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.

  There are multiple inconsistencies with the original bill of lading.The original move coordinator did not state (or clarify) the following:*Additional fees for glass top items. These are my end tables.*Did not ask for or specify sizing of bunk beds. I have a single/double bed combination. Now I am being asked to pay additional fees for the bunk beds combination.*Ask for size of couch as the driver said the couch was longer than expected. (It is a couch)*One of my cloth grey bins was listed as a charge - that goes into my count of 20 boxes as I used that to pack things in.* I told the move coordinator I had a king size bed and frame (he did not specify anything else). Now I am being charged for a head board and foot board.*I was not informed that there would be a charge for covering my mattresses.*If the movers move them I am told I have to sign a waiver if they mess them up.*At no time was pictures or a video asked for home and or items to be moved.*The drivers second party indicated this was a common problem with 3 Brothers. They also asked if anyone asked for pictures or videos for estimate verification. I informed them that there was not.For the above things I do not want to be held liable for costs when the move coordinator did not properly do their job- what was done is fraudulent sales tactics.I did not call in and cancel my move. I am unable to afford a drastically different estimate than what the move coordinator provided.The move coordinator left out some very basic and important information for the move team as well as myself (customer).That is fraudulent in sales tactics. My rates were almost doubled and no other payment options made available, therefore forcing a customer into being unable to purchase the move package.How will all of the discrepancies with the move coordinator be addressed? What payment options are available?The same questions I had for the move crew and *****************************.

  Business Response

  Date: 06/13/2024

  To whom it may concern:
  First and foremost, this BBB complaint was written by the consumer and submitted within 48 hours of her pick up for her household goods move. The consumer submitted this complaint on the same day that we were loading her shipment onto the truck for delivery, but we still continued with the loading and delivery process, which had an unusually short turnaround period for her, despite the consumer breaching the contract by not coming to the company directly for us to resolve the alleged issues.  Secondly, this BBB complaint names ***** Brother's as the root of the consumer's alleged problems, and they are an entirely separate company than Nori Logistics, although we do work together in a broker - carrier relationship.  As it is known, the carrier has no say, pull, leverage, or knowledge of what was told or said during the booking process with the brokerage.  The brokerage ****** Brothers) books the move, and then assigns the job to a carrier (us), and all we have knowledge of at the point of job assignment is whatever is listed on their estimate for the volume / inventory / deposit / estimated price/ etc.  The carrier has nothing to do with any sizes that were given or discussed during booking with the brokerage, nor do we have any knowledge or say in regards to how the volume is generated, or if pictures are sent to the booking agent to help get a more accurate estimate.  When all is said and done, the consumer is charged accordingly for the volume that they have, regardless of what the brokerage has them estimated at, because an estimate is simply just that, an estimation of volume and prices.  If the estimate does not have some items listed, but he consumer decides to move additional items at the time of pick up, the consumer is charged accordingly.  The additional items are not moved for free, especially when not listed on the original inventory.  The consumer has the choice to move ONLY the estimate, or they can approve the revision which reflects all of the volume / items left off of inventory, and in this case the consumer chose to move the additional inventory / volume.  Nonetheless, the alleged issues the consumer had with he booking process has nothing to do with our company, therefore we cannot act upon complaints for a separate named company that we have no control over, as in this situation.  As far as the individual also named in this consumer complaint, *****************************, we have zero knowledge of whom this individual is.  This individual is not employed by our company, nor is their name listed as a sales rep on the consumer's estimate with ***** Brothers, nor do those whom I have been in contact with at ***** Brothers seem to know anyone by this name.  The sales representative for this consumer's move was ******, as also shown on the attached estimate.
  Upon receiving the estimate for the consumer's move, we were informed per estimate that the consumer had only 307cf for volume, which was 12 items.  Nori Logistics dispatched one of our crews to the customer for her pick up, and upon arrival we were faced with a move which had a much larger volume than the 307 estimated volume.  At this time, the consumer stated that she was unable to / did not want to pay additional for the additional volume, so we were instructed to leave the location.  Days later we were informed that the consumer had actually not canceled her move, and was still planning on us to go back out to the location to complete the pick up, so we immediately redispatched a new crew for the consumer's pick up, and the crew completed the pick up on 6/5/2024.  Along with redispatcing a new crew with small notice, we provided the customer with 2 free mattress covers, so that she only had to pay for 1. (We informed the consumer prior to their arrival that mattress bags were needed, and there was a cost for them, but due to the situation thus far we wanted to help her, so we were giving her 2 free mattress covers, and she only need to cover the cost of one, and this was also disclosed to the consumer via text).  Again, when our crew arrived on site, they were able to fully verify that the consumer in fact had more than the estimated 307cf, along with a bulky fee needing to be added for a large bunk bed which had non stackable pieces upon taking the bed apart.  The consumer's move closed out at 550cf along with an additional $75 bulky fee, and the consumer stated via phone and text that she understood the additional volume, and she was happy with us working with her, and she then approved the new charges for her move.  The consumer's original estimate was for 12 items (35 pieces), but our final inventory for the completion of her move reflects 50 items loaded, which resulted in the increase of 243cf (15 items additional).  Again, the consumer stated via text that she understood, and she agreed to the increases and had her authorized proxy sign and pay on her behalf.  
  Two days after her pick up was completed, we were notified that the consumer had submitted complaints against our company due to ***** Brothers, while we were in the process of loading the truck for her delivery to be in route.  We expedited her delivery to her, for no additional charge, for the sake of customer satisfaction.  We had explained to her that per regulations and per contract, we had 21 business days to get the shipment to her, but we expedited this and had the truck in route to her for delivery within 48 hours, for no charge.  Typically this expedited service would cost a substantial amount of money, and if the expedited fee is not an additional service that is wanted by the consumer, the customer would be waiting for delivery until we had a truck scheduled for that route.  But due to the situation, we sent a truck out of its way, specifically to expedite her delivery, for no additional charge.  Although we received notification of a complaint during the loading and departure of her shipment (this breaches our contract by not coming to the company with alleged problems, as per signed contract.  We had zero knowledge of the consumer being upset at that point due to the fact that all phone calls and text messages with her were very pleasant, and she continued to thank us for what we were doing.  The formal complaints completely blindsided us, as we were not once informed of dissatisfaction outside of the experience with the brokerage), we decided to continue with the free expedited delivery, in an attempt to keep the consumer happy.  The consumer was delivered well within the regulated and contracted business day window. 
  After arrival of the shipment, the consumer states she had damages, so we asked her to send photos of the damages so we could assess the damages and gather a resolution from there.  The photos of the damages sent so far include a small amount of damage to a wall, some damage and scrapes/scuffs to the pieces of the bunk bed, and a broken ** screen, and the consumer also states that she is worried about some items in boxes being broken: 
  In reference to the wall damages- this was not brought up at the time of delivery to the offices or to the delivery team, and our valuation addendum states that the carrier is not liable for property damage such as holes in the walls or floor damage, as its nearly impossible to prove the previous conditions of the property nor is it possible to be able to guarantee the sustainability or structure of the property.  
  In reference to the bunk bed - firstly, there were damages notated on this piece of furniture at the time of pick up, as notated per the attached inventory pages.  Secondly, per regulations and per signed valuation addendum, the carrier is not responsible for damages to *********/particle board/manufactured wood due to the poor structure and quality of items structured from this material, and the bunk bed is made of press wood, not solid wood.  
  In reference to the broken **, - this damage was not notated or disclosed to the delivery crew nor to the office at the time of delivery, and the photos of the damaged ** she sent after the delivery would have been very noticeable immediately during offloading for delivery.  Regardless of being able to for sure say that the ** was broken in our care and not after we left, per contract, the moving company is liable for damages in the amount of $0.60/lb regardless of the damaged item weight or age.  Regardless of this insurance policy, we are offering to pay for the ** replacement in full (same brand ** and same size **), which will result in compensation substantially more than what we are contractually and legally liable for.  The ** will be purchased for the consumer once all of the damages have been sent and documented, and at that time a release letter will be sent to the consumer stating the resolution, while also closing the claim in its entirety.  In the event that the consumer rejects the offer for ** replacement, then the claim will be re-evaluated at that contracted $0.60/lb.
  In reference to the possibility and speculation of broken items inside of the consumer PBO boxes, as per signed contract, the carrier is not responsible for any items broken or damaged inside of boxes PBO (packed by owner), due to not being able to guarantee that the items inside of the boxes were appropriately, safely, professionally, and securely wrapped and packed.  
  Ultimately, we are very upset that the consumer seems to be so dissatisfied with her move, as we did everything in our power to provide customer satisfaction so that she was happy.  We thought the consumer was pleased with all we had done for her, per the text messages she had sent to us, all which were very pleasant and thankful.  We strive to make every consumer happy, and customer satisfaction is our number one priority and passion, hence why we do our best to go above and beyond for our consumers such as in this case (free mattress protectors, free expedited delivery, full ** replacement instead of $0.60/lb, etc.).  Unfortunately, it seems as though the root of this consumer's alleged complaints and dissatisfaction are toward the brokerage, as named in this consumer complaint, and we have no way of coming up with a resolution on behalf of a company outside of ours.  It is very unfortunate that her dissatisfaction with the brokerage is now being used against our company and our company reputation, but nonetheless we are still working to go above and beyond for the consumer and right the wrongs of another company to the best of our ability, and we wish her the best in her future endeavors.
  *There are several attachments with this response including : original broker estimate, photos of the items moved, signed revised authorizing the increases, signed contract (which includes the **** valuation addendum, particle board release, FADD page and inventory sheets), and copies of text messages with the consumer (which reflect her understanding and approval of the additional volume, thankfulness and satisfaction, and discussion of the needed mattress bags and that 2 were provided for free, etc.).  

  Business Response

  Date: 06/13/2024

  Attached to this are: 
  - text messages in the thread with consumer agreeing, understanding, and thanking, as well as knowledge of mattress covers
  - original estimate form brokerage which shows sales rep name as well as what consumer esigned for in regards to estimate 
  -signed contract which includes valuation addendum, inventory, revised, etc. 
  

  Business Response

  Date: 06/13/2024

  Photos of some of her items 

  Business Response

  Date: 06/13/2024

  Additional inventory photos 

  Business Response

  Date: 06/13/2024

  Photos of paperwork for valuation addendum. Photos of inventory sheets which notate previous damages. Photo of damaged TV after delivery was completed and submitted by consumer,(although damage was not discussed or notated on site for delivery, while the damage is very visible. This was not notated or noticed or brought to attention during delivery, or even until ***** hrs after delivery. 

  Business Response

  Date: 06/13/2024

  Attached are photos of damages to wall and bunk beds. Bunk beds had previous damage as noted in inventory pages. Per signed valuation addendum were not liable for property damage nor liable to damage to fake wood / engineered wood / particle board / press wood / etc.

   

   

  Business Response

  Date: 06/13/2024

  In response to this stated by the consumer:

  "For the above things I do not want to be held liable for costs when the move coordinator did not properly do their job- what was done is fraudulent sales tactics"

  While we understand that having to pay additional is not ideal for any consumer move, responsibility of payment is required.  A consumer is held liable for the shipment of all of their own items / volume, regardless of whether the items were listed on the inventory or not.  It is the consumer responsibility to thoroughly look over every piece of information in their estimate and inventory before they e-sign this documentation.  The brokerage has a job to do to do their best to estimate volume based solely off of what the consumer is telling them.  The consumer has a job to do in which they provide piece by piece items they plan to move so that they can be listed in the inventory.  In the instance of this consumer's move, she had left off 15 additional items from the estimate which she e-signed and approved at booking, and these additional 15 items were added on site to her BOL and revision, which increased the price and volume.  The consumer is liable for all costs of the shipment of their items of their move, regardless of whether the items were left off of the inventory or not.  If there are additional items to be moved that were not on the e-signed inventory estimate list (15 items in this case), the consumer is solely responsible for paying the additional fees associated with the extra space being occupied.  The additional items are not moved for free just because they were not on the estimate.  Additional items create additional volume which creates additional cost.  It is the booking agents job to properly gather an estimate of volume based off of the list that the consumer provides, and it is the consumers job to properly make sure that all items are listed on inventory prior to e-signing the estimate document.  If the consumer left off 15 additional items, as in this case, the consumer did not properly go through the estimated inventory list she built with the rep to avoid any possible discrepancies, prior to e-signing, and locking the job in.  No matter what, as per contract, if a customer has additional items, additional fees will be applied once approved by the consumer. Additional items that were left off of the inventory are not moved for no charge, although we strive to discount the overages as much as possible.  If there are additional items not on the inventory sheet when we get on site, the consumer can chose to only move the items on their estimate and only take estimate, OR they can decide to take the additional items at an agreed contracted price (not free) and do a revision, and in this case, the consumer chose to move the additional 15 items.