ComplaintsforExcalibur Van Lines, LLC

• Initial Complaint

  05/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have had my contents in storage at Excalibur and have gotten behind in payments, when I attempt to catch up by making partial payments they refuse the payment and threaten to auction off my contents. When I call them to discuss or come to a settlement or payment plan they send me to the staff member ****** that is condescending and unwilling to compromise. I have called requesting a supervisor to try to resolve or come to an agreement and they refuse and dont return my call. My current issue is about adjusting a line in a unsigned current contract that holds them accountable for the safe moving of my contents and ****** response if that I want everything in my favor and is unwilling to adjust if. Again tried speaking with a supervisor and I get referred back to ****** who is not a ***********

  Business response

  06/16/2022

  Business Response /* (1000, 5, 2022/05/24) */ Good afternoon, The customer who filed this complaint owed our company a total of ********* which is 8 months of past due storage rent. We have been very understanding of her financial situation and we have offered to help her out by giving her a 50% discount towards the amount she owed, out of good faith. On top of that, we also offered to move her items out of our facility for free and in return releasing our company of any or further liabilities concerning her or her items. The discount we were offering totals to over ********** By law, we are allowed to auction items in storage if the rent is not paid for 2 billing periods but We allowed her to use our storage facility for 8 ****** without paying and no penalties added. We have been nothing but understanding and we have tried to help her out on our cost. She has since refused to accept our settlement offer because she does not want us to be released of any liabilities but this is how settlements work, ***** the name. Alternative options have been offered to her but to no avail. She has also verbally expressed derogatory remarks and used inappropriate language on her emails towards an employee stated in her complaint. I hope you will consider all our efforts to resolve the issue with this customer. Thank you. Consumer Response /* (3000, 7, 2022/05/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did get behind and Excalibur would refuse partial payments without notifying until over a month later and also was unwilling to accept or work out a payment plan. To settle they set forth a 50 % payment and would also agree to move my things but nowhere was the release of liability stated until they sent the contract in writing. I have been trying to negotiate that with them and like everything else they are not willing to. I just want assurance that my items will be packed and delivered safely, that's all!! In an email they stated of course my stuff will be carefully moved but aren't willing to stand behind that comment in the contract. When I state what I'm willing to sigh their response is No and that they are continuing with the auction even though I have paid the agreed 50% settlement. Excalibur staff have done nothing but bully and make verbal agreements then changing them right from the start and I couldn't afford to move my stuff out. Business Response /* (4000, 11, 2022/05/25) */ We have reached a decision to refund her the 50% payment from what she owes the company and proceed with an auction to which we are entitled to by law. We will also report the past due account to a collection agency. The customer has been given more than enough time to catch up with her payments over a period of 8 months to be exact, but she only decided to take action at the very last minute when a legal action has been placed to auction off her belongings due to non-payment of rent exceeding 2 billing periods. The customer has been offered over $******** in discounts and compensation to this day yet refuses to release our company from any liability defeating the purpose of a settlement agreement. She was not entitled to any of this discounts or compensation that was offered all out of good faith to help her out. She also demanded in writing that we have to be liable for up to 5 YEARS!!! after we accomplish the move. This demand is unheard of in with filing a claim. Based on our contract, we can only be liable for a valid claim up to 90 days after a move was accomplished, regardless if we move items to a storage facility. Unfortunately, we cannot negotiate any further with the customer as we cannot meet her unrealistic demands. We have already issued the refund in total of $******** which should be posted to the respective accounts within 2-3 business days, and we shall move forward with an auction.

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