Standard Van Lines

Vivana,

I'm sorry to make you feel this way. Our contract stipulates that the date changes within 5 working days from the date of your move, and we must charge a fee because the funds have been allocated to the crew. I checked the phone records, but I couldn't find any calls earlier than that date. If you wish to discuss this matter further, please feel free to call Monday - Friday 9-6 pm EST or email any concerns to info@standardvanlines.com.

If there are any additional services that are needed during the loading process, the carrier must assess those charges. If there are packing supplies needed, carrying items over 75 ft to the truck, or bulky items, these are assessed at the time of pickup. I do see that you did turn away service the day of your original pickup due to the additional charges at pickup. We did reschedule you for a later date at your request. It was later decided that you no longer wished to move forward and canceled the move. All carriers carry the standard cargo protection for 60 cents per lb. per article, as mandated by the DOT. Unfortunately, due to the money from your deposit being exhausted for services rendered and securing a second crew to complete your, per your contract, we are not able to offer a refund.

This estimate includes the following:



Professional Door-to-Door service.
Expert advice and guidance throughout the course of your move.
Disassembly of all standard furniture required for safe movement at the origin.
Reassembly for all items disassembled by the movers on the day of pick-up at destination.
Wrapping of all furniture with quilted moving blankets.
Itemized inventory indicating condition at origin of items.
Loading & unloading of all goods.
All transportation, taxes, tolls, mileage, and fuel surcharges.
Standard cargo protection up to $10,000 based on 0.60 cents per lb. per article; if selected at the time the estimate is prepared, estimated cost of the full value protection option at varying deductible levels (these are only estimates and the actual cost is determined by your selection on the carrier`s bill of lading according to carrier's tariff).
No elevator charges.
No charge for packing tape and moving pads.
No date change penalties for requests that are made 5 business days prior to the first available pickup date.
Additional fees and Accessorial Services (if applicable to the move)::

If not included within the agreement, professional packing services are not included. However, it is at the discretion of the mover at the time of pickup to determine if items will require professional packing services. In these instances, additional charges will be applied. These items include but are not limited to the following: televisions, mirrors, glass tabletops, wall art, contents within dresser drawers, etc.
Packing supplies, such as bubble wrap, shrink wrap, boxes, etc. are not included
Items being transported that are non-stackable, are considered Bulky items. A Bulky item charge will apply for those non-stackable items, as deemed by the mover at the time of pickup.
If there is more than one flight of stairs at your origin and (or) destination which require the movers to transport items beyond the first flight, there will be a charge of $75 per additional flight. There will be no charge for the first flight of stairs at either the origin or destination.
Most movers within the Standard Van Lines LLC network perform the pickup and delivery using a tractor trailer (18 wheeler). Drivers must have the ability to park within 75 feet at both the origin and destination points to avoid long carry charges. Depending on the size of the job, long carry charges start at $150.00. If the tractor trailer cannot park within a reasonable distance, shuttle services may be required. Shuttle services begin at $300.00.

4. CUSTOMER HAS HIRED STANDARD VAN LINES LLC AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, STANDARD VAN LINES LLC IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. STANDARD VAN LINES LLC WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.

9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES STANDARD VAN LINES LLC WITH AN ACCURATE DESCRIPTION OF THE ITEMS TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT STANDARD VAN LINES LLC HAS A 2100 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2100 LBS. WILL BE CHARGED AT THE 2100 LBS RATE. THE PRICE INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE ITEMS, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ITEMS THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE PRICE. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE PRICE IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ITEMS WILL BE EXTRA.

Electronic Signature:
I hereby confirm my signature on the following document. By clicking confirm you are accepting all terms and conditions outlined in the policy remarks below on the binding moving estimate, including the cancellation policy. should you elect to cancel, written notification must be sent to info@standardvanlines.com no later than 72 hours of electronically signing the Standard Van Lines LLC agreement. Cancellation requests received within 72 hours of electronic signature will receive a full refund, minus 10% for incurred merchant fees. Cancellation requests received after the 72 hour grace period are non-refundable, however; the deposit may be applied to a future move with Standard Van Lines LLC within 24 months (2 years) from the date of the original signed agreement. If your first available pickup date is within five (5) business days of electronically signing the Standard Van Lines LLC agreement, your deposit is non-refundable. The 72-hour policy does not apply to any moves reserved within 5 business days of the pick up.



Signature Name: [NAME EDIT]
Signature Email: [EDIT]
Signature Date: Thursday, 08/05/2021 - 12:09:53 EST.
Signature IP Address: [EDIT]
Internet Browser: Safari
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Electronic Signature:
I hereby confirm my signature on the following document. By clicking confirm you are accepting all terms and conditions outlined in the policy remarks below on the binding moving estimate, including the cancellation policy. should you elect to cancel, written notification must be sent to info@standardvanlines.com no later than 72 hours of electronically signing the Standard Van Lines LLC agreement. Cancellation requests received within 72 hours of electronic signature will receive a full refund, minus 10% for incurred merchant fees. Cancellation requests received after the 72 hour grace period are non-refundable, however; the deposit may be applied to a future move with Standard Van Lines LLC within 24 months (2 years) from the date of the original signed agreement. If your first available pickup date is within five (5) business days of electronically signing the Standard Van Lines LLC agreement, your deposit is non-refundable. The 72-hour policy does not apply to any moves reserved within 5 business days of the pick up.



Signature Name: [NAME EDIT]
Signature Email: [EDIT]
Signature Date: Thursday, 07/22/2021 - 15:48:38 EST.
Signature IP Address: [EDIT]
Internet Browser: Safari
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Amy,

I wish you had reached out to us before sending the drivers away and we could have helped explain the situation a little better. If the driver thinks that additional space may be needed because the item is added to the inventory, you can always choose to stick to the initial estimate.

I am unable to locate a customer by this name. I apologize that you had a negative experience. Please feel free to provide us more information so we can locate the correct account or reach out to us directly at 800-430-1189x101 Monday-Friday 9:30-6pm EST.

Balvir,

I do apologize that you feel this way. After the phone call that you placed to our Customer Service Department after you had turned away service, more items were added to the inventory at the time of pickup, which was not previously disclosed to us. Your estimated price that you received from Standard Van lines is based on the amount of space your items are taking up inside the truck. Your original estimate that you received from us is based upon the 48 items you told our booking agent about. When the driver arrives, your inventory has more than doubled. The driver does need to charge you for the extra cubic feet of undisclosed items, which is why your price increases. You also did have the option to move only the original estimated amount of space instead of refusing services. Due to the money from your deposit being used towards services rendered we are unable to offer a full refund, as per the contract.
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Jarom,

According to the comments on your account, items requested by the customer to move during the pick-up need more space. We know that moving is a very stressful period, and if the cost increases due to the larger space, it may be upsetting. Based upon the inventory that was at the pick up place, your items required 1300 cubic feet opposed to the 430 estimated from the information provided at booking. The estimate is for the amount of space reserved in the truck, so if the required space increases, they must evaluate more costs.
If you have any further questions or concerns please feel free reach out to us at 800-430-1189 Monday - Friday 9:30 - 6 pm. ..read more

Brittany,

We apologize that you feel this way. Unfortunately, drivers are subject to real-life conditions that can cause delays. The carrier was attempting to service your move within the two-day window, per your contract. The contract does state that times are not guaranteed as delays can happen, due to various uncontrollable factors. When you did reach out to us, we did try to assist you in every way possible. We will be reviewing the most recent call logs, as we have never encountered such complaints about the employee on the call today and the notes on your file from this call do not match the situation you are describing. Any cancellations outside of the 72-hour window after booking or refusal of service the deposit is nonrefundable Please feel free to call the office Monday- Friday 9:30-6 pm EST or email info@standardvanlines.com. ..read more