ComplaintsforPrudential Van Lines, Inc.
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Complaint Details
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Initial Complaint
08/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This move was brokered out to Prudential Elite Moving Systems and the movers arrived on 07/20/2021 to pack my house. No major issues were had during the packing other than it being more expensive that originally quoted. On the Bill of Lading contract they specify a 1st available date for delivery to which I put 08/01/2021. They do say it can take 7 to 21 days for arrival. On 08/09/2021, I contacted the toll free number on the Bill of Lading (###-###-####) to get a delivery update to which I was told on the phone by an unnamed person that it will be delivered between Friday (8-13) and Monday (8-16) and would be contacted 24 hours in advance of their arrival. It is now Monday, 8-16 and I had yet to hear from them. I contacted the toll free number again to another unnamed person who said they did not have my phone number on file but was only able to assist when I gave an Order#. Now I have an estimated delivery of Thursday (8-19) to Tuesday (8-24). I just want my property.Business response
08/19/2021
COMPANY RESPONSE TO BBB CASE ID #: ******** - ****** *********
August 19, 2021
BBB CASE #: ******** - ****** *********
Dear BBB,
Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumer’s said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated.
When it comes to these matters, we put ourselves completely at the customer’s disposal. Rest assured that if and upon a full and thorough investigation through **************** (Claims Processing Center) we can validate that the customer’s claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues.
It is important for the BBB to know that, as part of our commitment to Quality Assurance and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution. In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didn’t receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities.
To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company.
We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK):
?Bill of Lading (contract)
?Order for Service
?Household Goods Descriptive Inventory (both pickup and final delivery copies)
?Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.)
We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns.
We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing.
Very Truly,
Danny L*****
***** ******
Customer Service Dep. – Prudential Van Lines, Inc.Customer response
08/19/2021
[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,
****** *********
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Contact Information
65 Railroad Ave #6
Ridgefield, NJ 07657
Business hours
Today,8:30 AM - 5:30 PM
MMonday | 8:30 AM - 5:30 PM |
---|---|
TTuesday | 8:30 AM - 5:30 PM |
WWednesday | 8:30 AM - 5:30 PM |
ThThursday | 8:30 AM - 5:30 PM |
FFriday | 8:30 AM - 5:30 PM |
SaSaturday | 9:00 AM - 5:00 PM |
SuSunday | Closed |
Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.