Complaint Review: Greenway Van Lines

Cyberman herein referred to as cyberd****ebag, no capitol letter because crap is not important enough to be a proper noun, all of which cyberd****ebag will not understand because he has no control of the English language.

cyberd****ebag, who are you today? Dave? Sergio? You post as working for Greenway Van Lines. Pray tell which employee are you? Or which fictitious name are you giving today? What is your position with the company? Do you own it? Are you the Dispute Resolution Manager? Are you both the owner and the Dispute Resolution Manager? These are things that you should not be afraid to identify. But notice how cyberd****ebag posts his information anonymously. Why is that cyberd****e?

If you're going by Dave today, I will give you the same lecture that I gave you by e-mail earlier this year. Spell-check! You too can use it, and guess what it will make your message understandable to the rest of us, as well as make your intended message seem at least a little bit credible.

FYI believe is spelled believe not beleave (this cannot be accredited to a typo i and a are too far apart on the keyboard)
poor is spelled poor not porr
piece is spelled piece not peace
guarantees is spelled guarantees not guaranties
When you say LEARN WHAT YOU TYPE BEFORE YOU TYPE IT, I think that maybe you mean understand information before you pass it on to other people logically, Jim's explanation for what he's said here and the sources he's used to back them up shows that he would have to understand what he's typing prior to typing it. In refute to this comment you should probably learn some things about America before you move in and try to do business here. Those things are a.) learn how to use spell check (this would make you at least seem semi-intelligent when you berate your paying customer's online after ripping them off) b.) learn what customer service is (once again, berating customers who complain about your services after being ripped off only proves that you are not a company that is willing to provide decent customer service if any at all which makes clear what kind of business you conduct. S-C-A-M-M-E-R there it's all spelled out correctly for you if you want to use it in a future post .

I usually do not play well with Jim, as he usually likes to make the victim look stupid, yet he comes on the site to argue with cyberd****e. I will however overlook that at this time because we both stand on the same side of the line in cyberd****e's presence.

All the points Jim makes in reference to Greenway's claims through cyberd****e to refute what has been said in this report are valid. I found them out through my dealings with Greenway Van Lines earlier this year. cyberd****e is correct in one instance, and that is that those who move NEED to refer to the moving.org's consumer's rights booklet. NOTE that this booklet is supposed to be handed out to the consumer prior to loading the truck. This is a practice that Greenway avoids during their moves because they want to make sure that the consumer is not aware that they are being ripped off until after they have their truck loaded and can hostage your goods.

There is more, but this is probably already too much for cyberd****e to mull over, so I'll take it slowly cyberd****e in the future why don't you try to actually provide some logic when you refute someone's claim. I.e. when you state that Jim doesn't know what he's talking about, yet you do you simply include the information that you have worked in the industry for 15 years and you provide no actual data that backs up your stance that Jim doesn't know what he's talking about. I think that any consumer can easily see that there is some truth to the MANY complaints about your company online, why else would there be so many UNRESOLVED complaints??? Which only further backs up Jim's statement that your 15 years in the industry most likely involve ripping people off for 15 years.

This 15 years that you claim you've been in the industry only raises questions because clearly Greenway Van Lines has not been in operation for 15 years. What other companies have you owned and operated??? Once again, this information should not be something that you hide if you actually stand behind your statements about providing honest, quality services. I have to say now that the heading on your second post did make me have a good laugh GREENWAY VAN LINES QUALITY SERVICE these words used in the same sentence are a hysterical mistruth and a disservice to any moving company that does operate under honest pretenses.

The difference is that I worked for a legitimate moving company, so I know all of the rules you use to rip other consumers off, I know what the rules are in each state, and I know what the real subject is - not this other garbage you're trying to distract others with. So here is the bottom line:

1. You are a scam mover. Nobody should contract with any mover who doesn't know how to bill an intrastate or interstate job in anything other than weight. If they use hours, or cubic feet you should avoid the mover.

Greenway uses cubic feet to scam the public. AVOID THIS MOVER JUST BASED ON THIS

2. Any mover who can only offer the standard valuation should be avoided. 1 in 4 moves has a claim associated with it - and that is according to the AMSA's own people. Having run a claims department myself at one point in my life as well, I know that figure is about right - even with a reputable mover.

Consumers must pick movers who offer MORE than standard valuation - specifically movers who offer full replacement valuation with varying levels of deductibility.

Greenway only uses standard valuation and they count on hiring the dregs of society to perform your moves. They hide behind the standard valuation to trick you into thinking your move is fully insured. They're not. AVOID THIS MOVER JUST BASED ON THIS.


Sergio, if you want to keep going round and round on this, that's your choice - the only thing a consumer needs to know is to AVOID GREENWAY. Now might be the time to cut your losses.....

Jim I forgot to mentio0n tells how much you know about the moving business. the 0.60 cent per pound is the standard valution protection coverage provided by all Van Lines regardless, Moving companies are not insurance brokers nor firms so we cannot selll full coverage insurance unless you hold a broker LLC. All Van Lines will offer option such as check with you home owners insurance, and also give you options to check with affliated insurance companies. I CAN NOT BELEAVE THAT YOU HAVE BEEN MISINFORMING ALL THESE PORR PEOPLE THIS THIS BLOG WITH YOUR SH*T WOW, AFTER reading all your post i almost became dumb. buddy you need to research you information better. I ADVISE ALL OF YOU TO READ THROUGH MOVING.ORG consumer rights booklet. This book can bhe obtain for free in the form of a PDF from AMSA. DON'T GO what what Jim says he has no clue or idea. WOW JIM I AM SHOCKED! WOW. you are a real peace of work they should just close thos thread before more peopel become infected by your BS!! Thank you

Jim, again with your weight listen buddy I have been doing this for 15 years and I know the law and what tarrif can be used, I told you once and I'll tell you again your information is incorrect. and you still do not know the differnece between intrastate and interstate. Please educate your self before posting and feeding BS to the rest of the world.

LEARN WHAT YOU TYPE BEFORE YOU TYPE IT, they teach this in preschool. Thank you

We provide a guarantee not to exceed quote base on the information you provide to us, when we arrive we expect to only pick up the items you provided on the inventory the will remain the same as long as all items listed are picked up, if we get there and you have more then what you listed that will void your original quoted price and a new estimate will be written on the spot. If you did not agree with the new estimate before the movers start to work then why di9d you sign and agree with the price provided no one forced you to go with Greenway Van Lines in fact we have been very honest with you and provided you discounts. Further you know that additional packing for mirrors, glass, tv's are not included as per your order for service and noted on the contract before signing. Below is a copy of what we have on the order for service that we email you and it indicate what is included and what is not included. Further you indicated no one called you back we have spend hours on the phone with you resolving your issue and providing you discounts for your move, and you have been called back. If you are going to post on these boards at least have some respect for yourself and family and tell the truth. Instead of Bashing a company that helped you with your move and provided you resolutions and discounts; you should be saying nice things. But of course you know your statements are not true and this is why your complaint has been closed from other boards because you lied, and now since rip off report does not verify your information you find a way to harm a company. Remember the information posted in rip off report is by the consumer for the consumer and is not consider valid. You should be a shame of yourself to accept discounts and then later bash the company. May god be with you and forgive all your sins.

Greenway Van Lines GUARANTIES the price if no additional items are to be included beyond the items in our list detailed below, and/or if no additional service is required during your move.

Greenway Van Lines PRICE INCLUDES:
Pick-up & Delivery
Labor for loading at origin & unloading at destination.
Disassembly of furniture at origin & reassembly of the furniture at destination.
Wrapping all furniture with quilted moving blankets for better protection, including tape to secure.
Tolls, Taxes, Mileage and Fuel.
Basic Valuation Coverage Standard Valuation up to $10,000 based on 60 cents per lb., per article (Optional Moving Insurance is also available through Baker International, 1-800-356-0093 / www.bakerintl.com use company ID: 16871 or Movinginsurance.com, 1-888-893-8835.
Storage - One month free with no obligation to continue, (must be specified upon reserving)
Stairs - First flight (8 Steps) free of charge
Long Carry - First 75 ft. Free of charge
Resolution Management Program to address all of your moving concerns
Delivery Standards - East/ East between 2-14*business days - East/MidWest/West between 7-21* business days - West/Midwest/East between 7-21*business days // *business days, from your 1st available date of delivery
Greenway Van Lines PRICE EXCLUDES:
Packing materials & labor Unless specified differently in your quote
Stairs additional flights after the first flight (8 steps) will be charge $75.00 per flight (Each set of 8 Steps)
Long Carry - If the distance from our truck to your door is greater then 75 ft., each additional 50 feet after the first 75 ft. (which is free) will be charged $75.00 per each 50 Ft.
Customer will be responsible for any and all overages and/or inaccuracies in inventory and/or cubic feet provided by them and/or special packing requests made to the movers not specified herein.

Terms & Methods of Payment
Deposit: $200 down payment will be charged to your Credit Card at time of booking the job, to secure the availability of the dates, rates, trucks, and crew.
This payment will be deducted from your total charge.
Pickup: 50% of total move charge will be required in the form of cash, certified bank check or money order at time of pick-up.
Delivery: Remaining balance on your contract should be paid in full, prior to the unloading of your shipment at destination in the form of cash, certified bank check or U.S. Postal money order

Sergio, the Federal DOT nor the AMSA have jurisdiction over intrastate moves; in most cases, the states regulate intrastate moves. Not only that, but California and Texas have their own tariffs that movers must follow. So for you to claim the AMSA and DOT have jurisdiction over intrastate moves is ridiculous and only provides readers ANOTHER reason why no one should contract with your company.

The only reason cubic foot moves are legal is because the AMSA won't allow our Congresspeople to pass such regulations for the DOT to follow. Consumers MUST be aware that anyone who contracts a move in cubic feet is ripping off consumers.

Consumers MUST contract with movers for interstate moves by weight ONLY and make certain the mover shows you the weight tickets if they wish to avoid being ripped off by a mover. Local moves (less than 50 miles within the state) may be done on a per hourly basis. Intratstate moves should NOT be quoted in hours or in cubic feet - they should be done by weight in order to avoid unscrupulous movers. If possible and you can't afford a REAL full service mover by an agent near your place of origin, consider doing the move yourself. Do NOT find a mover on the internet - research them on the internet instead.

As per AMSA American Moving and Storage Association , and DOT Department of Transportation all quotes for intrastate moves are done by the hour and not by cubic feet this is by federal law, and interstate moves can be done by cubic feet of each item provided by and inventory list or by weight, I do not know where you receive your information but it's seems like you have been misinformed and this is the reason why information posted here is not confirmed not accurate by the consumer. Thank you

Cyberman, if you were truly interested in performing REAL customer service, you will start by doing the following:

1. Stop issuing quotes based on cubic feet for interstate and intrastate moves. I know and you know those quotes are bogus and serves nobody. All quotes MUST be in weight only. If you need to refle your tariff to accomplish this, then do it. Don't complain - just do it.

2. Offer binding, not-to-exceed estimates on EVERY move, and then stick to that estimate even if you lose. If you keep losing, you should consider finding someone who actually knows how to do a survey. No customer should have a quote that keeps changing once the move is being performed. Oh, and if you don't come to the house to perform the survey, then don't do the move. If you went to install carpet in someone's house for a certain price and you had no idea how much carpet they needed, why would you do the job?

3. Offer Full Replacement Valuation on every move with varying levels of deductibility for the customer to choose. Any mover who hides behind a $0.60/pound valuation is not a professional mover.


If you want to even BEGIN scratching the surface on performing good customer service, it begins by offering your customer a real price upfront, without the scam, and without gimmicks. A real mover doesn't need any of that. They simply need to provide a good estimate that won't move on the day of the move and honest people to perform the move.


BTW - the moving industry is so corrupt, the only story that has ANY credibility is the shipper and they should be believed 100% of the time because the mover has no credibility whatsoever; the only thing protecting the moving industry from going out of business is the Carmack Amendment. Anybody who believes a mover needs their head examined, until there are real reforms in the industry.

Our mission is to supply the highest quality of moving and storage services at affordable prices. No job is too big or too small. Everyone at GreenWay Van Lines understands that listening to our clients' needs is essential for the success of the company. We are proud to own our fleet of vehicles - dealing with us is dealing directly with the source - No Middle Man (BROKERS) or Franchise fees, and it is completely Hassle Free.

Our personnel are highly trained - movers and foremen go through extensive training before getting on the job. Everyone at GreenWay Van Lines, Inc understands that with every job our reputation is on the line. It starts with office staff who directs your move, continues with the foremen who are in charge of the job on-site and ends with movers who pack and move your belongings.

Reports filed with Rip Off Report come straight from consumers so there is no guarantee that each report is accurate despite the web site's encouragement to its authors that all claims be truthful.

Nothing I provided is original - I think that's the point. I care little about fame, glory, ownership, etc... getting this information out is all I care about. The fact you didn't (1) find this information (2) look for it, and (3) care enough after the fact about how to avoid scam movers... should not only speak very loud and clear to the next person that comes across this string that you don't care, but should also be a sign this information isn't in enough places for people to find. In that way, you proved my point. When some of the other people that volunteer with me ask me if this information has been sufficiently disseminated, I bring up this post and your responses. They shake their heads, and agree we need to do more.

It isn't simply about this mover. It's about ALL scam movers. There is no difference if a consumer avoids Greenway, only to come across one of its successor (or similarly run) companies and decide since it isn't Greenway - then the mover must be OK? For you - it doesn't matter if the next person gets scammed. Not for me and for others; it does matter. For every company like this one, there are hundreds others just like them and they need to be stopped as well. You simply had money taken from you. Too many of us have seen lives destroyed by a scam mover.

In the end, the more places this important advice is located - the better for all consumers. Again, it matters little who I am in the process and it matters even less about what happened to you. It only matters that there is advice listed for the next person. That's why none of this is a waste of time for me....

Moving is not an inexpensive venture and choosing the cheapest mover will often cost you far more in delivery delays, lost and broken furniture needing to be replaced, and finally money - than if you had gone with a reputable full service mover with a brick and mortar presence locally to you and paid what they quoted. If you can't afford that, the next least-expensive option is doing it yourself.

What you are saying here is not your original information, yet you make it a point to appear as if it is. All that you are regurgitating on this website and others is info that your superiors came up with and then filtered down to you. You would not be touting that you volunteer for some org if this weren't the case... otherwise you'd be the founder of this org and you'd be on your website trying to help people avoid these companies...

It's funny the facades we try to hide behind :)

Once again, you have a lovely evening Jimmy :)

Wow dude, you really can't just say what you need to say and then move on with things. I searched your username tonight Jim from Anaheim it's become apparent that what I speculated in an earlier post, and what you never offered any sort of closure to is that you have absolutely noooooooooooooooo life.

You've never posted an original complaint on this complaint board, which is what a complaint board is for you're only here to make yourself feel superior but unfortunately you are not.

Nothing that you have posted here have I not found out going through the proper channels (i.e. contacting moverescue.com, the AMSA, and the FMCSA). You are only here to rub excrement on the face of someone who has already been pelted with feces good thing that I noticed that you are one of the flies that flocks to those feces. Bzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzz

You have posted numerous times on others complaints calling them stupid and overall trying to inferiorate them, I guess so you don't have to feel so inferior yourself. It's there for anyone to see search Jim and Anaheim and you can see the intended bullying this guy has all over this website. That's what my generation calls lame.

No one cares that you've done your research. You continually retort that intelligent individuals do their homework, but unfortunately when people work more than fulltime, go to school fulltime, and have other non-internet related activities that must be attended to sometimes they trust people offering them services because they hope that those companies will act with integrity, honesty, and above all customer service, which is what should be the expected norm. One cannot research everything. And you are no genius for having this knowledge. You have already mentioned (I should clarify and say that you claim that) that you volunteer for a company that resolves complaints like these, why shouldn't you have the knowledge that you have, but you are only here to get your gold stars and try to irritate other people. To each his own if that's what gives you your jollies for the day then go for it, but it seems awfully pathetic that you had to post not just one post after my last, but a second a day later proving another point that I made LAST WORD JUNKIE

I reiterate that my posting here was to allow other individuals to come together had they been ripped off by Greenway or if they were searching to see if Greenway was reputable in their offerings as a mover. Your posts do nothing to delay my interest in having posted here. What is posted is posted, and any individual who comes here to do their homework can see what is posted here; any individual who comes here having been ripped off by Greenway may still post here. I'm sure that anyone who has been ripped off by Greenway has found out what you have posted here also. And I should hope that anyone who would like to post here is not intimidated by your meaningless banter.

I also find it very interesting that previous posts by you on other moving company complaints here do not exactly reflect what you have posted here not to mention I found out that you also post at movingscamdotcom one quote from your posts Jim from Sunny Southern California Mandy, the point is that your customers weren't satisfied or appropriately responded to - if they were satisfied, the comments from those victimized by you would indicate that they were satisfied. Your customers are victims - that is what people should take away from this when they read this and the other strings regarding Greenway. In reviewing the other strings for Greenway, it would seem the experience of seagul24 is typical, so let's not blame this customer for the issues at hand. No one seems to be satisfied by your company when there is a problem.... Funny that your post there is so different, and don't begin to dispute the fact that it is you. You state many things on that complaint board that match exactly what you have posted here the only difference is your attitude hmmm maybe you only try to make the scammed victim feel bad here on ripoffreportdot com because you know that on movingscamdot com you'd be crucified for trying to make victims feel stupid. Way to kick someone while they're down.

Further you mention a shining light that you wish to direct at Greenway. What do you know of Greenway? Who do you volunteer for? Why are your posts on this and other complaints so conflicting? Seems like you just like to waste other's time.

You also take stabs at my posts in particular, stating that it is not what other people would want to read first of all, I don't think that you would be a very good judge of what other people would want to read considering your level of negativity nor do I think that you should be speculating what they might want to read it's not your place, secondly, I merely put the information there I have twisted no arms to have my posts read, and thirdly people on movingscamdotcom have posted more content than I have once again I don't think you would criticize the victim there. I noticed that you also want to tell me and anyone who reads the posts here what the desires and action of organizations who specialize in helping those who have been ripped off, the movers themselves, the legal system, and other readers or posters would be. Once again, I don't think that you represent all of these people, so you should really stop speculating what they would or wouldn't do and stop doing them the disservice of not letting them speak for themselves if they wish to do so. These posts are easy enough to find if they want to see them.

You denigrate this post and many others into this lame mish-mash of back and forth back and forth, but you are not really that entertaining. Also, you avoid responding to what makes one person so miserable that they cannot restrain from taking the anonymity of the internet to the max by clearly attempting to make others feel that they are less for your personal gain of feeling like their lessness makes you more. More special more deserving of those four gold stars or sadly that makes you feel smarter. Make sure you get the last word *wink, wink*.

Oh, and have a lovely evening Jimmy!

Nobody cares what happened to you personally in this move at this point; your posts are too long and only interesting to you. People go online to figure out how to avoid being scammed in a move - the only thing they will care about is how to avoid it. Telling people these people are bad - is irrelevant. WHY?

Because scam movers generally reform and rename themselves every few years to avoid the bad BBB reports, the bad internet postings, etc....they start fresh with a new name and no history.

It doesn't mean Greenway and their owners will be harmed - they will simply change names and start the scams all over again. Telling people not to use Greenway is obtuse thinking - telling people how to avoid the scam mover is of greater value because Greenway won't be in business long-term; another reason why AMSA membership is of little value to them. They won't care who shares the information as to how to avoid the scam mover either.....all I care about is the next person.......and the next.

You sound like some of the scam movers I've had to deal with instead of one of their victims. Shutting up those who would shine a light on the mover is exactly what you're professing. You had better hope the next person who actually is looking to determine how to avoid a scam mover reads the drivel you're spouting and thinks yours is just an isolated incident.

In the end, nobody cares what each of us says - only if there's information that prevents the next person from being scammed. That information is now there...

If you haven't picked up on this yet... I don't really care what you have to say... especially your speculations about what companies that you don't work for and their wants and desires.

You only came here to post to boast your knowledge... four gold stars for you Jim. Anyone who reads these posts can see that you are not trying to be helpful, so please don't try to sell yourself that way. You came on here merely to try to intimidate and inferiorate other individuals. If you are lacking something in your personal life that makes you behave this way... I highly doubt your going to find reconciliation on the internet.

You just want to be a pesky fly, and kudos to you, you have suceeded... you are a very pesky fly... swat... swat... now could you go away... nothing that you have to say disputes the fact that Greenway uses dishonest procedures to procure their business.

The purpose of this site is far more than you would ever give it credit for. What this site is NOT is for the weak-minded to come here and rant about being ripped off without expectation of being challenged, educated, or otherwise about the information you're putting out there. Ed Magdeson promotes it himself; free speech must be expanded in order for a proper dialogue to occur between companies and people. If you can't deal with that simple message, then no wonder you got ripped off. If I could, I would put down the websites or organizations that are available for consumers to research regarding a move and how to avoid a rip off before it happens (here's a clue - the AMSA is not one of them and BTW - Greenway could really care less whether they keep their AMSA membership or not - it carries less value with each passing year. The AMSA counts on disreputable movers to keep the lobby fully funded - that tells you how bad the AMSA is), however ROR prevents such from occurring (that's their policy and I get it). In short, here is what all of them will pretty much tell you:

1. NEVER contract with a mover online. Online movers are brokers who will sell your move to the highest bidder; these brokers put your move out on a bidding site for small movers to find and bid on - as if it were E-Bay. They pretend to be full-service movers, yet the first question you should ask yourself is, "if these guys really are full-service movers, then why am I filling out an inventory sheet? Isn't that their job?" The answer is YES - it is their job. It isn't your job.

2. Find someone who will come to your house, inspect your items, examine whether the moving company will need to bring a shuttle because of tight access, and finally give you a quote. That means finding someone local to do your move. If they can't come to your house, drop them from consideration. Imagine what else they won't do for you.

3. Choose someone who will give you a binding quote - preferrably binding not-to-exceed quote. In this way, your price will not increase, but it can decrease if the weight turns out to be less.

4. If an interstate move, select a mover who gives you a quote in pounds. A quote in pounds is almost impossible to manipulate. Cubic foot movers should be avoided at all costs because your price is dependent upon the way the mover packs the truck. Local moves (less than 50 miles) should be priced to you on a per hour basis. Intrastate moves (greater than 50 miles) depend on the state in which you live. Rule of thumb is to use weight as basis....

5. Finally, get three quotes from three different movers. Reputable full service movers only make 5% profit or less on every move, so if you get a quote from a real full-service mover and one from someone less reputable - and the latter's price turns out to be considerably less - ask yourself how does that mover plan on making money on the move? Probably not fully insured. Or more likely the mover is planning on baiting you with the low price and plans to increase the price later.

Moving is not an inexpensive venture. It's a manually intensive process requiring low tech methods to move your items from one place to another. If you can't afford a full-service move - don't go on the internet thinking you can find a cheap way to do this. Your next reputable option is to do-it-yourself.

I'll end with this true story: When the Interstate Commerce Commission was disbanded in the late 70's, the 3 member board went to Congress to testify as to the state of the moving industry. When asked individually by the congressional commission as to which mover they would use to move their household goods, all of them gave the same answer: they would move THEMSELVES. That's an incredible indictment of the industry. The moving industry hasn't changed much. For that, you can thank the AMSA who has shot down every attempt to improve the industry through their lobbying efforts.

That this website is a discussion board for people to express their dissatisfaction with being ripped off... hence the name www.ripoffreport.com. The idea is that consumers like me can vent our unresolved dissatisfaction with companies who do not act in their customer's best interest... i.e. customer service. You seem to have a huge issue with people who come here to do just that.

You post here as if it is alright for companies like Greenway to conduct their business, intentionally trying to rip off their consumers.

You have nothing positive to say... and honestly I have a reason to be here, what is your purpose??? Making yourself feel good by trying to make others look stupid??? Why don't you find something better to do than rub salt into other people's wounds? Really seems like you have a little too much time on your hands to be here criticising people who are just trying to spread the word to other people who may not have educated themselves about moving companies.

You also continue to post as if things work the same everywhere and that is not the case. Greenway operates out of Florida, and the state of Florida operates very differently than most states when it comes to interstate moves. That means that the legislation in Florida needs an update... you try to make it sound like these are things that the common person would know to look for before a move... There would not be attorneys specializing in law pertaining to moves if this was not a big deal.

Please remember when you post that I am here posting for a reason... you are here posting for what purpose??? Do you work for Greenway? Obviously not. Are you a consumer that has used Greenway for a move and wants to dispute my claim? No, you made it clear from your first post that you only use legitimate companies. So why, why are you so focused on my warning to individuals who may not have done their homework? Do you have a life outside of the internet???

You can tell me all day that I am wasting my time... that's lovely, and very positive of you I might add, but I happen to know that Greenway does not want to lose its connection to the AMSA, and that they are on probation with the AMSA, and that if more consumers who were dissatisfied with Greenway contacted the AMSA they may lose that connection. That is my aim, and your discouragement does nothing to stop me from posting here... so maybe it is you who is wasting your time...

I'm sure you'll post again tonight... another last-word-junkie in a sea of them... but I'm done posting to you... it seems rather useless. You know as an afterthought... there are other discussion boards where you can answer questions for individuals who need help before moving... instead of trying to make people who have been ripped off feel worse than they already do... in turn that might even make you feel good enough about yourself to not have to search for people everynight online that you can put down... either way have fun with that!

Most intelligent human beings invest time in the process of trying to understand how a process works if they don't. There are several consumer based websites on the internet (I volunteer for one) in which people can research how to avoid being ripped off during a move. If everyone did this before doing a move, not only would nobody get ripped off, it might actually put some of the scammers out of business.

Instead, you went through some insane calculation trying to prove you were ripped off. You don't need to; the fact is if you ever had to take that cumbersome calculation into court to try and sue the mover, you'd be laughed out because it only matters what the measurement in the truck is, not what you think it should be. Legally, it's not a rip off and morally it doesn't matter. If you note from the AMSA's own words, they don't consider cubic foot measurements a rip off; they were determined to be legal and were made official a couple of years ago when many of the fixed tarriffs governing interstate moves were determined to be illegal in court which legitimized the process.

For consumers, any move in which (1) you're given an inventory sheet and the mover won't come to see your goods (2) estimate your interstate move at any method other than weight, and/or (3) someone you find on the internet - should be movers you avoid at all costs. Full service move = Full Service. Anyone who does less is going to rip you off.

Moving is not an inexpensive venture and choosing a mover based on price will end up costing you far more in damaged goods, lost items, and endless nights sleeping on the floor. In the end, it would cost you less to pay more upfront by utilizing a full-service mover local to your origin to move. Consumers may pay more for their move upfront, but that's better than what happened with your move here.

The worst part is this: It could have been a lot worse; you got the bulk of your items. Many people never receive anything and have to start all over. I know because I've seen it happen.

To Jim:

I think that you sort of missed the point that neither of us are very familiar with moving companies and their procedures. I think you also missed the point that our dissatisfaction stems from the company not providing us with the information before jacking their prices up. I am glad that you didn't find my postings to be compelling. I understand anyone may come here to read these reports and comment themselves, but my posting here was for people who are not familiar with the moving process to prevent their being ripped off, since you are so knowledgable about how they operate my post was not directed at you. I really found nothing compelling about your response either. It actually sounded like a very uneducated guess... for instance when you assume that you know how much property or work was included in someone else's move based on them mentioning them on a discussion board. I won't waste my time here arguing any of the insignifigant details from your post. You have a great time with those movers, since your intelligence leads you to only pick the best, but keep in mind that when someone new to the moving industry picks a mover they really don't know how to do it... so if you have some sort guide for them that may be helpful, but rubbing the dogs face in its accidental excrement doesn't teach it a thing...

To Laura:

I contacted the AMSA today. Greenway is still on probation and their review is up-and-coming. If you could file your complaints with the AMSA it may help them in making their decision to continue recommending them or not.

This is both to the OP and to the other filer who used Greenway. The moving industry is filled with companies who clearly follow the letter of their contracts however that is all they follow - in other words, the spirit of the contract is not something they're totally interested in. Expect any claim to be paid at $0.60 per pound because that's all you're entitled to. You are NOT entitled to more than that, and the judicial system will always rule in favor of the mover because the mover is covered by Federal statute to only be liable up to the amount indicated in the contract.

In both cases, neither of you followed even the simplest of steps necessary to insure yourself of a scam-free move. In the case of the person who rambled on and on (with nothing compelling, I might add), any mover who (1) forces YOU to complete an inventory sheet (they should come to your house and if they don't, stop considering), and/or (2) uses cubic feet to price your move (they need to use weight for interstate moves) should be tossed from consideration. Here is an IMPORTANT note: NO mover will efficiently pack your belongings in the truck; cubic foot estimates therefore become a joke. Your determination as to what the cubic foot measurement should be is a waste of energy because it will yield you nothing; it only matters how the truck is packed. In other words, your price is dependent on how well the truck is packed. Yes, the mover has no incentive to pack your truck tightly, so sharing how the price should be less if the truck were packed more efficiently is a waste. That's the scam and why you don't choose a mover who prices on cubic feet.

What's more - you both decided to use Greenway based on price. Let me assure you this: moving is not an inexpensive venture and choosing the cheapest mover will result in the highest price. Always choose one of the well known movers that have been around for years like Allied, Mayflower, United, Atlas, Graebel, etc... and get a quote from them. The most they make on a move in profit is about 5% and no more. They will provide you what the real price of the move should be. Anyone who comes significantly cheaper than that is going to rip you off - guaranteed. Judging from what was loaded onto the truck, I suspect the real price of the move will probably end up costing you about $1500 more than what you paid in lost and damaged items. The most you might get is $150 in claim resolution - if that. I suspect it would have cost you $4500 with one of the reputable movers and nothing lost....

Here's a copy of the complaint we filed against Greenway, Greenway's response to that claim, and our final complaint filed with the AMSA, along with Greenway's final response.

Before that though: The way they scam people begins with having multiple employees in on the scam and sort of playing good guy bad guy. That's why they fed you that line about how they were going to do you a favor.

We first spoke with a woman named Keren... shortly after we had been scammed this woman "went on leave"... this is not the first time I have seen this. I read a complaint about them shortly after we had our tryst with them that indicated that others had not been able to get back in contact with the person who initialized their dealings with the company because they had "gone out on leave". I wouldn't be surprised if your "Ann" was our "Keren" as well as the other woman mentioned in one of the complaint I had viewed online.

We spoke only with Keren prior to the arrival of the movers, at which point Keren seemed to vanish into thin air. Keren promised the world with this move, including things like your quote is locked in after being told that I had a few more boxes of different sizes that we hadn't expected to have. Most of the boxes (and you can read this in our complaints filed with Greenway and the AMSA) were less than 1.5 cubic feet, but the company counted them as larger than they actually were. When the drivers arrived at my apartment I specifically asked them if I should try to put some of the very small boxes into larger boxes that I had on hand to consolidate them. The drivers, knowing full well that they were going to count these smaller boxes as taking up more room than they actually did told me not to worry about a thing.

The drivers were so nice the entire time they were packing things up and one of them tried to keep a conversation going with me the entire time he was there. When it came time to sign paperwork and talk about the cost of the move the driver that spoke to me the entire time turned nasty. In the paperwork they encouraged me to sign statements saying that I had received paperwork that warns movers of company just like Greenway, and when I requested the paperwork that the statements claimed they had given me the driver got really mean. He said he'd give me a copy but he never moved to get me one. Then he offered me a blank bill of lading to sign. I filled a number into the blank so that they did not have the opportunity to raise the cost of the move and hostage my property.

The drivers tried to tell me that the increase in price was a huge break. They showed me paperwork from a woman they had moved earlier that day and claimed that she had tried to pull one over on them by making it sound like she had less stuff than she actually had. Her bill went from $3,300 to over $5,000. The drivers claimed that I had over 650 cf of property, but when my property was unloaded and transported from the truck to my home was under 300 cf, still the drivers insisted that the move was for 650 cf. We requested an explanation of the space from Dave several times with no response.

The night of the pickup the drivers asked me for the pickup portion of the move. Once again Keren had made arrangements with my mom that the drivers claimed they were never notified of. They demanded cash from me at that time, even though a credit card payment had already been arranged with my mother. At this time they had me sign a document stating that we understood that they could charge an additional 5% for credit card payments, which is something that Keren never chose to explain to my mother. The drivers called their manager and made me speak to him. He had an accent and was VERY hard to understand, but once again they demanded payment. I told them I don't have the money to give you even if I wanted to and put the driver on the phone with my mother. Once my mother realized how much the company wanted she immediately disputed the charges with the driver. A payment was never made that night because the driver and my mother reached a point where they agreed that my mother needed to speak with Keren the next day (of course Keren started her leave that day).

The driver left, knowing full well that they could just hostage my property to get the money. The next day my mom began speaking to wonderful Dave. Because the company did not yet have our money Dave was very cordial and he said that he would speak to the drivers and also indicated that he would be able to lower the cost of moving. Then he urged my mom to get a cashier's check into the mail to them immediately. Then he never got back in touch with us, we had to call him.

After the company received their check, Dave turned rotten and everything that he had promised we realized wasn't going to happen. That is when we initialized contact with the AMSA. The full story is below. I just wanted to mention that I don't think that it is a coincidence that the initial sales person disappears as soon as the customer knows that the company is scamming. Now that our complaint has been filed with Dave, the drivers and Keren are long gone, and Dave can make whatever claims about the transaction that he wants to with no statements made by the salesperson or the drivers.

Here's the complaints that were filed:

My mother's initial complaint to the AMSA:
I was originally quoted $1148.00 for a small move from PA to CA. I was told to pay $200.00 deposit and $497.00 ea at pick up & delivery. This was for $5.26 per CF - 206 CF at estmd 1456 lbs. When the mover arrived on 02/26/09 my daughter had more boxes than the original quote. I expected some increase in price but when my daughter asked the driver how much it would be, he would not tell her he just kept saying it would be more. He waited until he loaded the truck and then he told her he was changing the quote to a flat rate of $3,000.00. He then demanded $1400.00 in cash. My daughter told him she had no cash and the transaction was being taken care of by her mother, myself. He then told her she had to sign a number of documents some of which she received no copy of. She was presented with a bill of lading which had no dollar amount and she was afraid they would put in an outrageous amount so she added $3000.00 because she did not know what to do. They also had her sign a paper saying she received her rights and responsibilities and a dispute package. When she confronted them about the documents she was supposed to receive, they said they would give it to her and they never did. The mover's attitude changed to cold after that. He changed the subject and began to justify why the cost was so much. My daughter called me after he gave her the paperwork to sign and put the driver on the telephone. The driver asked me if I spoke with my daughter and did she tell me it was more and I told him she told me it would be more and I did not agree with the amount. I told him I would be speaking with Keren in the office to dispute this charge. On 02/27/09, I spoke with my daughter further and found out all of the above details and we decided to look online for the booklets and found Your Rights and Responsibilities on www.protectyourmove.org. We discovered that the driver did not follow the proper procedures in this pick up and looked further to see what we should do. What we discovered was:
1. The driver never obtained a mutual agreement on pricing before he loaded the truck.
2. The driver never provided any amended paper work except the flat rate that was not agreed upon nor discussed until after the fact.
3. The driver demanded $1400.00 in cash before he would take the load.
4. The driver implied my daughter had to sign all of these documents or they could not take the load then did not provide the required documents as he said he would.

I called the Greenway office and spoke with the dispatcher Dave and told him everything that occurred. He said that I was still required to pay the $1400.00 and I would have to pay the $1400.00 on delivery if I wanted to receive my goods. I advised him that I didn't think they were following protocol on this and I didn't agree with the pricing and I wanted to speak with my daughter so she could tell him everything that had occurred. I did not send any money at this point. On Tuesday, I made a conference call to Dave with my daughter Jennifer Kann so Dave could hear everything. We went over all of the details and how the order could not have been 650 CF based on what was on the inventory. I also advised him that the driver loaded the truck before offering an updated quote/estimate of what I could expect to pay. My daughter told him that she never received the booklets that the paperwork stated she would receive, even after requesting them from the driver. Dave said that he would work to reduce the quote before the final payment, but that he guaranteed nothing. My daughter explained to him that she calculated everything on the inventory list, and she came up with the figure of 400 cf (with a 60 cf leeway for room between hard to pack items; her original calculation was 340 cf and was a very generous calculation). Dave said he would speak to the driver and get back to me. Several days passed and I called Dave back because I had no word. Dave informed me that my daughters stuff was being held in their Virginia Storage

And the response from the AMSA after speaking to Dave:
I spoke with Dave personally. The additional 40 boxes that were added to the shipment is what put the shipment over on price. The bill of lading probably wasn't filled out until after the truck was loaded but the document titled Flat Price Settle was signed by your daughter before loading and that the amount was entered before your daughter signed the form. Your daughter also signed stating that she had received our Dispute Resolution Brochure. I do not see where she signed for Your Rights and Responsibilities When You Move which was suppose to be provided for also. This should be brought to the Federal Motor Carrier Safety Administration's (FMCSA) attention. You may file a complaint with them via their website at www.protectyourmove.gov. A copy of Your Rights and Responsibilities When You Move can also be found on this website. FMCSA is the governing agency for the moving industry.

Because your move is based on cubic feet, you have a binding estimate or agreement with the mover and unfortunately all money is due before the truck will be unloaded. You can probably argue the point that the documents were not filled out correctly or before the truck was loaded which will resort back to the original estimate price of $1,148.70 being due upon delivery (you've already paid this amount) and Greenway would have 30 days in which to bill you the remaining amount. Never the less, you will have to pay the remaining balance. It is my guess that Greenway will demand all money before unloading and if they don't get it, they will find a storage facility in your area and off load the truck and provide you with a key after all is paid.

Unfortunately, when it comes to disputed charges there's not a whole lot we can do. It's probably best to pay the money and argue the point later.
For clarity, the first paragraph is what Dave told the AMSA in the second paragraph you can see that the representative already knew what our situation was, probably from hearing this story from other consumers previously.

Then Dave sends an official response to our complaint to the AMSA, but I only have it in PDF and do not have OCR at this time, so I will post our response to that rebuttal. If I have the time later to download an OCR program I will convert the document and include it as a posting. Here's our response:

The pages following this bulleted listing of the main discrepancies in the move performed for us by Greenway Van Lines throughout the months of February and March of 2009. The main discrepancies are as follows:
Greenway Van Lines issued a non-binding contract with the rate of $1148.70 for the move (pg 3-4)
Greenway Van Lines issued this rate over the internet without sending a representative to physically view the property to be transported (pg 3-4)
Greenway Van Lines did not notify the customer of the 5% fee that they charge for using a credit card for payment, until after a payment had already been made (pg 3)
Greenway Van Lines informed the customer of payments that would total more than the non-binding contract rate of $1148.70 ($497 + $497 + $200 = $1194) before the pickup occurred (pg 4)
Greenway Van Lines encouraged the customer not to pack boxes smaller than 1 cf into medium sized boxes (3 cf) and then counted the boxes as 1.5 cf (pg 4, 9)
Greenway Van Lines did not present the customer with federally required pamphlets Your Rights and Responsibilities When You Move or the AMSA Pamphlet before, during, or upon request, in fact the pamphlets described were not provided to the customer until several weeks after the pickup of the property being moved, at the customers repeated request (pg 4-7, 8-13)
Greenway Van Lines loaded their moving truck with the property before negotiating or amending a new non-binding contract rate (pg 4-7, 8-13)
Greenway Van Lines was very vague and ambiguous when presenting the customer with documents to sign, more so when they provided an explanation of what the customer was signing than when they simply pointed to a section and said sign here (pg 6-7)
Greenway Van Lines presented a blank Flat Price Agreement to the customer to sign, which the customer filled in with $3200 to avoid leaving the document blank (pg 7)
Greenway Van Lines claims that the property was 650 cf, when the customer was able to load the property safely using only 280 cf (pg 4-7, 8-13, 14)
Greenway Van Lines has provided no explanation of the calculations used in determining that the property filled 650 cf of space
Greenway Van Lines demanded cash from the customer at the time of pickup, when previous arrangements were made with a Greenway Van Lines representative regarding credit card payment (pg 3-4, 7)
Greenway Van Lines did not collect the payment due at the time of pickup because the charges were disputed by the customer (pg 7-10, 11-13)
Greenway Van Lines claims that the customer did not dispute the charges until contacting the AMSA, when he had had numerous telephone conversations with the customer regarding the dispute and had received checks indicating that the charges were disputed prior to receiving a fax from the AMSA (pg 8-10, 10-13)
The customer disputed the additional charges from the time of pickup (pg 6-14)
Greenway Van Lines representatives indicated that furniture was broken, worn, or in bad condition when it was not (pg 8)

Also, we would like, if possible, to be kept updated as to the status of this complaint/dispute. Thank you very much in your assistance in this matter.

In late January it was decided that I would be relocating from Lemoyne, Pennsylvania (right outside of Harrisburg) to Crestline, California (in the San Bernadino Mountains). Both my mother and I put out a request for quotes on websites that will send an e-mail out to numerous moving companies using the same information to request quotes for an individual. Because my mother was funding the relocation, I forwarded all the quotes I received to her, and she took over communicating with the companies that we received quotes from.
As the date of the move approached my mother narrowed it down to several moving companies and then requested more information from them, giving them more specifics regarding the move. The move was sized as a one bedroom apartment move which she related to the moving companies. After relating this information to the moving companies my mother again narrowed the selection down to Greenway Van Lines because they offered the lowest price at that time.
My mother communicated with a woman named Keren from Greenway Van Lines on everything up until the night of the pickup. At this time Keren updated the quote to include 25 boxes (20 medium sized boxes, 5 large size boxes), the television, 2 book shelves, 2 dining chairs, 3 guitars, 1 large rug, and 1 sofa 3 separate sections. Keren then sent an updated quote to my mother. In the quote Greenway Van Lines specifies that this price included special packing of my television. This quote also includes partial packing of all of the furniture, which includes the company provisions of moving pads, blankets, and the service to pack them. I quote from this Order for Service Let me know if the quote is competitive and if you wish to schedule your move. Remember we do competitive pricing so if it is matters of cost, before making your decision give me the opportunity to beat any reputable mover's quote. Quoted of Keren.
The website that Greenway Van Lines quote references is 123MOVE. The quote is for an estimated volume of 208 cf (1456 lbs) $5.26 per cf. The move date was scheduled for Thursday, February 26 through Friday, February 27. The move type indicated was residential and long distance (2565 miles). The total moving quote was $1148.70. The quote indicated that a $200 deposit was due at the time of booking the job. (The quote follows this document as an attachment). My mother called Keren at the Greenway Van Lines offices in Florida to verify parts of the quote as well as make the deposit. My mother asked her how the payment would work because she was in California, the company was in Florida, and I was moving from Pennsylvania. Keren said payments with a credit card over the phone would be fine, but she did not ever mention the 5% fee for using a credit card. My mother made the deposit with her credit card using a card authorization form which she faxed to them. The payment was processed on February 13, 2009.
At this time I began packing my belongings into what boxes I had around my apartment. Most of the boxes I had were very small boxes and barely measured 1 cf, let alone 1.5 cf. My mother ordered a box kit for me from UPS that included 5 large boxes and 10 medium boxes. When the box kit arrived I began to pack the rest of my belongings into the boxes. I realized that I was going to need more boxes, which I related to my mother at that time. My mother contacted Keren at Greenway Van Lines to tell her that I had more boxes. Keren told my mother that we need not worry if there were more boxes because the quote was locked in at the original price of $5.26 per cf. In that same conversation my mother asked Keren how much and when she would need to make the payments that totaled the remaining balance. Keren told my mother that she would need to make a payment of $497 at pickup and a payment of $497 at delivery. She said the number $494, before she corrected herself to say $497. When you total $497, $497, and $200, you come up with $1194 which my mother did not notice at the time, but is not the same total in the quote and we have not been able to figure out why she would ask for this amount. We did notice in the quote (that is attached with this document) that the price before the tax/fuel surcharge was $1094, and the price after adding the charge was $1148.70, and that they may have been an error when the portions due were calculated.
As the move date got even closer, I requested a change of address form from my mail carrier. When I received that packet from him the next day in my mailbox and opened it up, I came across a flyer from www.protectyourmove.gov. This flyer warned of moving companies that scam consumers by promising inexpensive moves and then increase the price and hostage the property. I briefly visited the website and then called my mother to let her know I was wary about the moving company. We discussed our concern and decided to take a scrutinizing look at the moving company. At this time we went to www.greenwayvanlines.com and found the AMSA Certified Mover seal and AMSA Certified Van Line seal on their webpage. We felt a little better, but my mom still put a phone call into Keren to verify that the move was going to go smoothly. This was on February 24, 2009; two days before the move. Keren reassured my mother that things were going to go fine. Keren told my mother that the drivers would call 24 hours before arriving.
I was running late in my packing, but since I knew of no call from the driver on Wednesday, February 25, 2009, I assumed that I had Thursday in its entirety to finish packing. On Thursday, February 26, 2009 at approximately 10:00 AM, my mother received a call from the driver indicating that they would be arriving at my apartment at 6:00 PM. She called me to inform me they were on their way. I worried that I would not have everything packed by the time they arrived. When 6:00 PM came I had almost everything packed, but no drivers arrived. The drivers then called a second time to indicate they would arrive at 8:30 PM. When 8:30 PM came, I had everything packed and was waiting. The drivers arrived at approximately 9:15 PM.
I let the drivers into my apartment. They briefly introduced themselves and began to take a look at my property. One driver was in street clothes; the other driver was in sweat pants and a green t-shirt that had the name of another moving company on it. The driver in the green t-shirt began inventorying the boxes I had in my kitchen. They noted aloud that there were more boxes than included in the original quote. I agreed with this, but pointed out that most of the additional boxes were very small boxes and that my mom had contacted Keren about the increase of boxes. At that time, I asked the driver in the street clothes if I should take 3-4 of the very small boxes and try to fit them into the 3 leftover medium boxes I had. I would have had no problem fitting 3-4 of those very small boxes into the medium sized boxes, but the driver told me not to worry about it, and implied that it was more work than it was worth. If you do the math 3 medium sized boxes = 9 cf, and 12 small sized boxes = 18 cf, which is what the drivers recorded for boxes that did not even measure 1.5 cf. This is where the discretions began.
I had no clue at that time that the drivers were going to count the small boxes as 1.5 cf each. I was told that the move was going to cost more, but when I requested a number figure I was told it would take them some time to figure out how much was there. After the driver in the green t-shirt inventoried all of the boxes in the apartment, both drivers began inventorying the furniture. At this time I asked the driver in the street clothes if he knew how much more the move was going to cost. He said he still did not know and that they would load the stuff onto the truck to figure out how many cf it took up and come up with the figure. He told me that the truck they were driving had markers which told them how many cf the property took up. I did not know that their loading the truck prior to amending the original quote was in violation of federal guidelines.
After more time passed, the drivers began loading my property on the truck. I was helping them by carrying the boxes to the door of the apartment so that one driver could load the boxes onto a dolly and move them to the truck door and the other driver could load the boxes onto the truck. I took a break and took my dog out into the backyard to call my mother to tell her that the move was going to cost more money, but that I did not know how much it was going to cost yet. Because the drivers did not indicate that the move was going to be almost three times as originally quoted we both thought that this would be okay because I did have more boxes than indicated, and the drivers commented on how this would increase the price of the move, which seemed to make sense (an increase in service = an increase in price). Since we were never provided with any materials stating otherwise we had no clue what to look for from the company to determine whether or not they were legitimate or not.
After several hours of inventorying and loading my property, I once again requested the updated cost from the driver. The driver told me that he would figure that out when the stuff was loaded. The moving continued. The driver left one small table in my apartment to use to fill out the paperwork on, but everything else was loaded into their truck when he finally provided me with a figure. He told me that my property took up 650 cf. I did not know at the time that this was very far off from what my property could have taken up in space. I was intimidated because they had all of my stuff on the truck and I had already notified my landlord, who expected me to be out of the apartment at the end of February, and I had a non-refundable plane ticket for two days later. They did not provide an explanation of the 650 cf; they just insisted that my stuff took up 650 cf. I did not at that time sit down and calculate the cf of the items on the inventory sheet. I was scared to question what the drivers were saying because it seemed strange to me that they would load all of my stuff and then tell me how much it cost.
The driver told me that it would cost $3200. I looked at him aghast, and he said that the increase in boxes increased the price. Because my mother and I never discussed how much she would be okay with the cost increasing I was worried that this was too much. I questioned the amount. The drivers explained to me that this happens all the time and were trying to coerce me into just signing. At the time I felt very pressured because like I mentioned earlier I had to be out of the apartment in 2 days, and I worried that it would cost even more to contact another moving company at such short notice, and then also worried about whether or not they would be able to pick up my stuff in time for me to make my flight. Also, they had all of my possessions on their truck and I felt like they might leave with them that way if I did not cooperate with them in signing the documents. They even put another customer's paperwork in front of me to show me that earlier that day they had to increase a woman's cost to over $4000 because she gave them the wrong information on what she had to move. They implied that this woman was being sneaky and that they had to recalculate her entire move, but that once they explained how they conduct a move to her she signed the documents they presented her.
He explained to me that because my property took up more than the cf in the original quote they did not have to follow the locked in quote price of $5.26 per cf. He told me that they could calculate my move at twice the original agreed upon price and placed a calculator in front of me to show me. He used the calculation of 650 cf at $10.52 per cf, and then added charges in for packing the media shelves and the TV. The amount that appeared on the calculator was over $6000. He encouraged me to just agree to the cost of $3000 Flat Price and sign the paperwork. I warily did so because I was terrified that I was going to lose all of my possessions if I did not or else miss my flight and have trouble with my landlord if I refused. I knew that my mom had to pay for this, so I decide to sign and then let her talk to them to try to negotiate. I also began to feel lightheaded and as if I might pass out because of all the stress presented to me in only a matter of moments. I did not know that by signing these documents that it locked anything in place, and the drivers never mentioned a thing, nor did they provide me with any materials which said that.
The driver in the street clothes placed the contracts in front of me as he filled them out. The first page he had me complete with my signature was what I found out later was the Bill of Lading. On this page he asked me to fill out the sections with my address which I did. Then he pointed to the first section that required a signature and said that it was just saying that payment was required at the time of pickup as well as at the time of delivery. I looked over that section and signed it because it did say what he said it said. He pointed to the second part of the document that required a signature and explained that this was required for their insurance to cover my property. I noted that this section said that my property would be covered for $0.60 per pound of damaged or lost goods. I thought that there was more coverage on my stuff, so I asked him about this. He told me about optional coverage, but he said that optional coverage would make my move cost much more and used the figure $10,000. At this point I knew something bad was going on. I signed in hopes that nothing would be damaged, lost, or stolen in the move. Then the driver pointed to the third section of the document that needed a signature and said that in signing that part it would indicate that I allowed them into my apartment. When I read over that section I found that it said instead that I allowed them into my apartment and that I was satisfied with all parts of the pickup. I didn't want to sign any of this, but I figured that since my mom was paying she would clear it all up before any payment was made, and also I was scared of what would happen if I told them I wasn't signing. The next item he pointed at and simply said sign here. I read what I was signing. This part said that they had provided me with a Your Rights and Responsibilities When you Move Booklet. When I read this part I knew that this moving company was bad. I read on the www.protectyourmove.gov website that if a mover does not provide you with this booklet that they are probably not a legitimate moving company and may attempt to scam you. I pointed to that section and asked the driver if he was going to give me the booklet. He very innocently said what do you mean? I explained to him that he was asking me to sign a document that says I received a booklet that he never even offered me, and I asked him if he was going to give it to me. He got very irritated and this is where I noticed a difference in their attitudes. He said very aggressively that he would give me one, but he did not move to get me one at that time. He took that document away and put a packet of four pages in front of me. The first page of the packet was another document that said I was provided with an AMSA Pamphlet and a Resolution Management Program Information. I pointed to this one and asked him if he was going to provide me with the documents that it said I had received. He again told me aggressively that he would get them for me, but never did. The next page of the packet was a Flat Price Settlement with nothing filled in. At this time he had not filled in the $3000 on the Bill of Lading and the last figure that he had mentioned was $3200. Rather than sign a blank document and let him fill the number in later on, I put the figure $3200 on the contract. He later corrected it to read $3000 by writing a zero over the two in the $3200, and filled in the rest of the information. The next page was a Valuation Offer. This document said that the company offered me a full valuation but that I declined and I took the standard valuation of $0.60 per pound per article. I signed this because the driver had crossed out the full valuation on the Bill of Lading. The last sheet in this packet was a document that said that they could charge us a 5% fee for paying by credit card. At that point I had signed enough of the documents that I figured I should just go along with it and hope for the best after my mom had a chance to speak to them. Finally he filled in the dollar amount on the Bill of Lading. Then the driver told me that he would give me an even bigger discount and would only charged $3000 because I did assist them in moving stuff. He said that this Flat Price did not include their services for packing the TV or the media shelves with moving blankets and mirror cardboard.
The driver then told me that I needed to give him $1400 in cash. I looked at him like he was crazy and told him that I didn't have any cash on me. I explained to him that my mother had this entire move worked out with Keren from the office and that Keren said it would be okay for her to pay by credit card and that she had two more authorization forms to fax to the office to allow the company to take the payments. The driver told me that they did not accept credit cards. I looked at him again like he was crazy because my mother had all of this worked out with Keren, or so we thought. He pressured me to give him cash. I finally snapped on him a little and said look I don't have any cash on me for you, you need to call Keren. It was after midnight, and he did make a call, but it was not to Keren. It was to someone who he said was his dispatcher. He put me on the phone with a man who spoke very little English and who insisted in what English he did speak that I pay cash now. I called my mother because I needed to have her talk to them about the cost anyway. The driver and I ended up switching cell phones with me on his phone with his dispatcher and him on my phone with my mother. My mother was arguing the cost of the move with the driver the entire time she was on the phone with him. I could hear his portion of the conversation and he was not getting an agreement from my mother. They finally agreed on one point, which was that my mother needed to call Keren at the Greenway office the next day to discuss the disputed charges. The driver handed the phone back to me and took his phone to talk to the dispatcher in another language, while I talked to my mom. My mom did not agree with the cost of the move. I explained to her that all my stuff was on the truck and I didn't know what to do. All phone conversations ended abruptly and the drivers lingered a little while longer to try to provide me with reasons that we should just accept the adjusted cost and pay for it. Finally, they left for their next job with no payment for the pickup portion of my move, and the only agreement being that my mom would be contacting the Greenway Van Lines office the next day to speak to Keren and dispute the charges before any pickup payment would be made.
Once the drivers left my apartment, I called my mom to discuss. I told her that I was scared that we had picked one of the companies that the website www.protectyourmove.gov warned about. I explained to her that the drivers did not offer me the pamphlets on your rights and responsibilities when you move, which the website warns about. I told her how I requested the pamphlets when I saw that the driver was asking me to sign saying that I receive them, but that after I signed the document he changed the subject several times and then just left without giving me anything. I also noticed at this time that the documents that detailed the inventory of my property included many discrepancies. I did not notice a very small box containing codes for describing the condition of the property loaded by the drivers when the drivers were there, neither did the drivers indicate that the codes used were for this purpose. After reviewing what they had recorded as the condition of my property I became scared that my property would be damaged in transit. The drivers indicated that my couch cushions and parts were in very worn condition, specifying that they were stained and badly soiled. The couches were purchased less than a year prior to this move and were in pristine condition, as I have had them covered with additional protective sheets and blankets since purchasing them. All of the furniture that was included in the move had been recorded as broken, chipped, and it was implied that most of it was damaged, which was not the case. Had all of my stuff been in that condition, I would not have been bringing it the whole way across the country with me. I also noticed at that time that the drivers had indicated that there were 2 extra large (7 cf) size boxes, 10 large (5 cf) size boxes, 10 medium (3 cf) size boxes, and 38 small (1.5 cf) sized boxes.
We started talking and both accessed the document online from the website www.protectyourmove.gov. After reading some of the document we realized that the moving company was not following federal guidelines. We decided that my mom would contact them on the following day, Friday, February 27, 2009, and request specifically to speak to Keren to ask her why the move was not happening the way she assured my mother it would happen. Keren was not in the office that day. Instead my mother spoke to Sergio, who referred her to Dave.
My mother called the FMCSA on Friday morning as well. When she spoke to the rep from the FMCSA she was told that if Greenway Van Lines did not negotiate with her an amended estimate before the truck was loaded that the agreement defaulted back to the original non-binding agreement. The rep also informed my mother that she was only required to pay 110% of the original agreement. It was also mentioned that we had picked a bad company for our move.
Dave called her back on her way home from work that same day, at which time my mother told him that something was wrong with the pricing. Dave said that he would need to speak to the driver and find out why the move price increased almost 200%. Dave said that if the driver went over on cf then the difference was charged to the driver instead of the customer, but that he needed to verify with the driver. They ended the phone call with Dave assuring my mother he would talk to the driver, that she would most likely be eligible for a discount, and that he would be calling her back. At that time it was discussed that no payment would be made until the pricing was explained and agreed upon.
I boarded my plane that Saturday and flew to California. I brought all of the paperwork that the company did provide me with (a copy of the Bill of Lading, copies of the inventory lists, and a copy of a general agreement document). At that time I sat down and compiled a list of how many cubic feet my stuff should have taken up. I indicated some of these numbers on the inventory lists, in the margins (which may be seen in the attachments following this document). When the boxes were calculated the totals were:
2 extra large boxes @ 7 cf = 14 cf
10 large boxes @ 5 cf = 50 cf
10 medium boxes @ 3 cf = 30 cf
38 small boxes @ 1.5 cf = 57 cf
The total for all of the boxes included in this move = 151 cf
Please take into account that this is a severe overestimation because most of the boxes did not meet the size of small (being 1.5 cf). Most of the smaller boxes I had packed were smaller than 1 cf. If you notice the company includes an additional sizing for extra large boxes, but they do not use an additional sizing for an extra small box. Counting these boxes as if they were 1.5 cf, especially after they should have been packed tightly into the truck for transport, is not an accurate account of the space the boxes would have taken.
The cf of my furniture would have equaled:
1 rug = 5 cf
1 carpet pad = 5 cf
2 guitars in guitar cases = 14 cf
1 violin in case = 3 cf
3 grouping of metal parts that go to my couches
that took up less than half an inch in thickness = 1 cf
1 linen bag = 7 cf
2 media shelves = 20 cf
2 shelves = 25 cf
6 sets of sofa cushions and sofa parts of various size that total = 60 cf
2 chairs dining = 12 cf
1 small table = 4 cf
Furniture totaling = 156 cf

After I added in the cf of all of my furniture my total came to 307 cf, which includes all of the small boxes at 1.5 cf, which most of them were not. I added 47 additional cf to give extra leeway for any items that may have been hard to pack as well as to show that even with the extra leeway the total only came to 350 cf, not 650 cf like Greenway Van Lines claimed.
The next time my mother spoke to Dave was the following week, on Wednesday, March 4, 2009, and it was a call that she placed to him. Dave told my mother that he still hadn't spoken to the driver. Dave encouraged my mother to make the $1400 payment for the pickup and wait for them to recalculate the move depending on what the drivers said. He also requested the delivery address from her. My mother told Dave that she would like to wait for an accurate description of the changes in charges for the move before she paid. My mother also told him that she wanted to call back to complete a conference call, with her calling the company from her work, and then placing a threeway call to me at home. When I got on the phone Dave seemed to be looking things up. He was very quiet most of the way through the phone call.
My mother told him that I was going to address the size of the move and the calculation used to come up with their figure compared to what I calculated. I told Dave that my property in no way could take up 650 cf. Dave at that time changed his attitude considerably from what it had been on the phone with my mother before. Instead of sounding very positive that an adjustment would be made to the pricing, he now sounded like he just wanted to receive the money for the pickup before he would tell my mom that no readjustment to the pricing would occur. He reluctantly told both of us that the drivers would have calculated the move as accurately as they possibly could have because otherwise they would have had to pay the difference according to their company policy. We also mentioned several times during this phone conversation that the drivers never gave me the pamphlets that they were required to do by federal guidelines, even after I made a request for them. Dave then said that they were required by federal guidelines to give that pamphlet out at every pickup. He implied that the drivers had given me the pamphlet, but I assure you that I did not receive one, even after making a request for it several times. (After this conversation Dave sent an e-mail to my mother that included their dispute resolution program information)
My mother also mentioned that federal guidelines stated that she should not be required to pay more than 110% of the original non-binding agreement. Dave then began to tell us that we did not have a non-binding agreement. I then felt that I needed to explain to my mother that Dave was not assuring us that he would give a discount, that he was still saying that he needed to talk to the driver, and that at this time it did not sound like Dave was as positive about getting the discount. Dave then agreed with what I said to my mother and encouraged her again to get a cashier's check in the mail to Greenway Van Lines. He did tell us at that time that we should just pay the charges and dispute the costs later through their Resolution Program which was headed by him. The phone conversation ended with my mother telling Dave that she still did not agree with the charges, but that she would put a $1400 cashier's check in the mail overnighted to Greenway, and Dave saying that he would continue to contact the drivers for clarification of the charges. My mother also gave Dave the drop off address.
My mother immediately went and got a cashier's check for $1400. The check # is 0010247008. The check is drawn on Arrowhead Credit Union. The check was made payable to Greenway Van Lines, RE: Suzanne Sahagun, Memo: Charges disputed. Please note that the check included a memo line stating that the charges were disputed. (A copy of the check stub is included as an attachment following this letter)
My mother and I spoke and we decided to contact www.moverescue.com and my mother communicated with Brendan Sanders. Brendan forwarded all of the information to Denise Douglas from the AMSA. Denise faxed a letter to Dave at Greenway Van Lines addressing all of our concerns with the move.
Shortly thereafter we received a response from Denise including an attachment from Dave in response to what was addressed in her fax. Dave's response letter is dated March 12, 2009. In response to Dave's letter, our disputes to his responses to the concerns related to him by Denise include:
(A copy of Dave's letter to Denise is included as an attachment following this letter)
In the 1st paragraph Dave states: I am very surprised to be receiving this letter or any issue concerning this move.
In fact, my mother and I were in contact with Dave several times regarding our issues with the move. Also, the cashier's check dated March 4, 2009, indicates that the charges were disputed, and since it was sent overnight at Dave's request, by the time this letter was sent he surely would have seen the check with the words charges disputed in the memo line. (A copy of the check stub is included as an attachment following this letter)
In the 2nd through 4th paragraphs of the letter, Dave indicates that we were questioning the date of the drop off of property.
At that point in time we were worried that we were not going to receive anything at all after disputing the charges (i.e. hostage situation). We did not bring up any dates with Dave to receive the property by. We were still waiting for some resolve to the issues we presented him with on Friday, February 27, 2009; Wednesday, March 4, 2009; and during any other conversation with Greenway Van Lines in the interim, which we had received no response to.
In the 5th and Final Paragraph of the first page of the letter Dave makes quite a few inaccurate statements, considering we communicated with him in a conference call voicing these disputes, as well as indicated on the check that the charges were disputed. The paragraph quoted says, In referencing the customers concerns as to the increase in the cost of their shipment, the daughter was at the pickup for the move, and the mother was in California and is paying for the move. Upon our foreman's arrival at the pickup it was immediately presented to him that she had approximately 40 additional boxes for the move, above her initial inventory provided. The foreman after reviewing the additional boxes and the inventory offered her a Flat Price for the move, including the additional and any packing service needed for her items for the move at the Flat Price of $3000 less the $200 she had paid upon reserving for a balance of $2800. The daughter agreed to the price and signed off on our Flat Price Settlement Sheet, and the Foreman proceeded with the services. The daughter subsequently then contacted the mother who spoke with the foreman, and one of our dispatchers, so that she was clear on the charges, no objection was made at that time, so the foreman proceeded with the services as agreed and authorized.
Yes, I was in Pennsylvania for the pickup, while my mother was in California and was to pay the charges for the move. Keren was notified that there was an increase in boxes two days prior to the date of pickup and assured my mother that it would not be an issue, and that she was in a locked in agreement for the costs of $1148.70. The foreman, or the driver as I call him, told me that there would be additional charges when he arrived, but he put me off every time I asked him what the charges would be, and only after loading all of my possessions on their truck did he redraft an agreement and tell me that they intended to charge $3000 Flat Price for the move. The driver also told me as I mentioned in the beginning of this letter that if the price were to be configured based on the $5.26 per cf, that they could double that amount because we went over in size, and that the cost calculated that way totaled over $6000. I signed the documents because the drivers had all of my belongings on the truck and I was scared that they would disappear with everything if we did not cooperate. Yes, my mother spoke to the driver and I spoke to dispatch on the drivers cell phone, but no agreements were reached in either conversation. The only agreement that was reached was that my mother needed to call Keren and work things out the following day. That is why a check was never sent to Greenway until March 4, 2009. We were waiting to hear back on the charges we disputed with the drivers initially, and with Dave in all following communications.
The 1st paragraph of the next page states:

I reiterate that I did notify the driver early on in the process that I was not paying for this move, that my mother in California was paying for the move. I also reiterate that the driver did not have the Flat Price agreement filled in when he presented it to me to sign, nor did he have the Bill of Lading complete when he asked me to sign. I filled in the number $3200 on the Flat Price agreement, and you can see it in the documents attached that the number 2 in $3200 is written over with a 0 to match the final discounted price that the driver said he would give because I wrote in $3200 so that there was a limit to how much we were charged. All of this was done near midnight on the date of pickup, after everything had been loaded into their truck. The foreman could not pick up 50% of the moving cost because the charges were disputed. Otherwise an authorization form would have been faxed to Greenway by my mother that night as agreed upon by Keren with my mother in every previous conversation. Also, the driver insisted that the charges be paid in cash, until I informed him that my mother had made previous arrangements with Keren. Not until we knew that Greenway intended to charge an additional 5% (the night of the pickup) for credit card payment of the charges, did we decide to issue a check instead.
In the 2nd paragraph of the 2nd page Dave states:
As explained previously, my mother contacted Greenway Van Lines the Friday following the pickup, not the other way around. My mother spoke to Sergio who then requested Dave call her back. At that time Dave indicated he would do everything that he could to get this worked out. There was no conversation regarding my mother's financial status or her budget, but there was conversation regarding the dispute in tripling the initial estimate charges based on very little increase in property. There was also a very short discussion regarding the truck and the mountains, but when the phone conversation came to an end, the conclusion was that Dave would be calling my mother back to explain the increase in charges.

After receiving Dave's response to Denise's fax, we knew that Dave did not intend to investigate our dispute further, and that we would not be receiving any call back from him to explain the additional charges. My mother spoke to Denise, who told her that at this point it would best to pay the rest of the charges so that the property would not be hostaged. My mother called Dave to address the claim he makes that the driver did give me the pamphlets. At that time Dave put a packet including the pamphlets in the postal mail to us. This is the first time we received the pamphlets called Your Rights and Responsibilities When You Move and the AMSA Pamphlet from Greenway Van Lines. We are still not quite sure why he did this, but we thought we would mention it because it did stick out in our heads, but the packet that he sent to us in the mail was address with our address in the upper left corner as well as the delivery address. So it looked like we sent the packet to ourselves. We are not sure why and when asked, Dave never addressed this question.
We were notified on Friday, March , 2009 that the drop off would occur on Monday, March 2009. On Monday, March 2009 we received a call in the morning that the drivers were waiting at the drop off location. We met the drivers there shortly thereafter. There was little conversation with the drivers, but the drivers would not begin until they had a check in their hands. We did immediately hand over the cashier's check for $1400. Please note that the checked included a memo line stating that the charges were disputed.
I inspected the property to the best of my ability considering we needed to keep it in movable condition to drive it up the mountain. There were/are numerous issues with the condition of some of the stuff that was transported, but I will save those issues for the dispute resolution claim filed with Greenway Van Lines, unless they are otherwise requested by you. I figure in at least that portion of this entire situation I will be satisfied that my musical instruments all made it in one piece and take my losses on the rest. This complaint is more in address at the conduct of the moving company and the way that the company operates as far as their business practices go.
When requested to sign the documents acknowledging receipt of the property, my mother asked the drivers a question regarding her signing the document when she is disputing the charges. The drivers were foreign and did not say very much that was intelligible to us, being that our first language is English. I asked the driver if he worked for Greenway Van Lines because it seemed as if his response indicated that he did not actually work for Greenway Van Lines, but that he may have been making a delivery for them. Both drivers nodded in agreement that they were not employed by Greenway Van Lines. When my mom signed the documents she indicated charges disputed on each of the inventory lists, as well as the Bill of Lading. If you were to request copies of these documents from Greenway Van Lines, you will be able to see that my mom wrote this on each signature line near her name when she signed that the property had been delivered.
When the drivers got the signatures they wanted they walked back to their truck. We noticed that they left all of the boxes, tape, and garbage that they had unpacked from the TV and some of the shelves that had glass doors lying in the grass in front of the house that we picked the property up at. My mom yelled for their attention and asked them if they were going to remove the garbage. One of the drivers yelled back to us, you paid for it, your garbage. Then they drove off in their truck.
We loaded my property into a Toyota Tacoma truck bed, a small trailer, and a portion of a smaller SUV. The Tacoma truck bed has a cf of 31.5 cf. We did pack it up a bit, but not over twice as high as the bed sits, so that the stuff packed into that bed only took up a total of approximately 63 cf. The trailer is 5 ft by 5 ft by 4 ft, so there's another 100 cf. The SUV was not packed full. The area taken up in the SUV was an area measuring approximately 5 ft by 4 ft by 4 ft, so there's another 80 cf. At that time we had packed everything excepting two shelves and two chairs. The total space to pack the belongings, without including those shelves and chairs, was approximately 243 cf. The shelves have an estimated cf of 25 cf, and the chairs had an estimated cf of 12 cf. That's a total of 37 more cf. The total cf used in our transport of my property up the mountain was 280 cf (including the shelves and the chairs). If we were able to move all of the stuff in such small quarters, I am very curious how exactly Greenway Van Lines packed my property for this move to have it totaling 650 cf.

I've just realized that our last response from Greenway is in PDF format as well. I'll try to convert it so that I can post it here and you can see exactly how sneaky this man named Dave is.


I still urge you to contact the AMSA, the FMCSA, the BBB, and Consumer Affairs. I plan to post on all the complaints I can find regarding Greenway Van Lines, just so that any consumers who look for complaints like these before initiating service with Greenway will have an idea of how many people have been affected by the bad business that Greenway sells.

Please come back and post and let us know what if any progress is made in your situation. Thanks.

Hi Laura,

I feel really bad for you, and I don't want to say this, but yes, you got ripped off. We did too.

It wasn't until after Greenway Van Lines had all my stuff loaded onto their truck that I found all the reports online about how other people had been scammed by the company.

Here are some things that might help you:

Greenway has the AMSA logo on their website... they are part of the association. When we got ripped off by the company, we contacted the AMSA. You can contact them here:

American Moving & Storage Association
1611 Duke Street
Alexandria, VA 22314-3406
Phone: (703) 706-4989
Fax: (703) 683-7524
www.promover.org

In communicating with the AMSA, eventually we incited this response:
***********************
Greenway has quite a few complaints with us as well. We can't force a moving company to transport by weight instead of cubic feet. Greenway is currently on probation with us and our disciplinary board will decide what to do with them. Please file your complaint with FMCSA. They are the governing agency for the moving industry. It is not against the law to transport by cubic feet but it is recommended that weight be used for the consumer benefit. If anyone can cite Greenway and make them due the right thing FMCSA can and will but it is important that you file the complaint.

As I told your mother the blogging sites aren't getting much attention in forcing moving companies to do the right thing. What is important is that you file a complaint with the Florida Better Business Bureau, AMSA, and most importantly FMCSA (www.protectyourmove.gov, James Dubose 215-656-7251). We are the ones that really try to assist the consumer in resolving issues and even forcing moving companies to do the right thing.

AMSA has some excellent movers as members. Every now and then a not so good mover will slip through the cracks, but we are doing everything in our power to educate, train, warn, and even dismiss those who refuse to comply.

I am extremely regretful that your moving experience was not a pleasant experience. I will keep you informed as to Greenway's status.
*************************
End email from AMSA

We filed a complaint with the AMSA and the Department of Transportation. Very little was done, but we did not push it to the fullest. We are finishing up our i-dotting and t-crossing now and filing reports with the BBB in Florida, as well as Consumer Affairs. In the meantime we plan to retell our own story vastly on the www. You can read how we got ripped off below in e-mail format (of course that means it goes from the latest date to the earliest date). Of course, the entire line of communication is with the lovely Dave that you have been so blessed to speak with. At this point, we need to get the word out to as many other consumers as possible. Also, the AMSA mentioned contacting legislators. This company is not the only bunk moving company. Apparently there are so many of them that companies like Greenway Van Lines can operate in partnership with one of them, whenever its reputation has been tarnished.

According to what the AMSA told me, there is little they can do besides "to prod", but at the same time they openly tol dme that Greenway was on probation and that they had had numerous complaints about the company. I feel that they can only forgo a few more before the AMSA says that they want nothing to do with them, so if you have the time make sure you call the number I listed above for the AMSA, and try to file a complaint with all the bureaus listed in the AMSA e-mail above. I figured in our case... we may not get our money back... Dave and Greenway can have it... but maybe we can get them to the point that they have little to no customers and go out of business.

Okays begin e-mail from Dave.... but you really should read it from the bottom up...
**************************
GREENWAY VAN LINES
U.S DOT: 1572014 ICC MC: 582326 REG#: IM1454
Fully Licensed & Insured
Resolution Management Program

Please forward me all of those emails from AMSA , that you have.
I have spoken to them, and I have NO knowledge of any such information, neither did Denise when I spoke with her this morning.

I await your response

Please contact me directly should you require further assistance

Regards ,
Dave
Resolution Management
Greenway Van Lines
resolutionmanagement@greenwayvanlines.com
Website:http://www.greenwayvanlines.com
Office:1-877-965-7101
Fax:1-877-965-7028
***************************
From: OMITTED
Sent: Wednesday, March 25, 2009 12:02 PM
To: 'resolution management program '
Cc: OMITTED
Subject: RE: Courtesy Copy of Resolution Management Program to address your concerns for your move

Look buddy,

Everyone knows that your company is not a legitimate company as far as fair business practices go. We've already discussed with most agencies what can be done and not done about what you did to us(ummm. HUGE RIP OFF!).

I don't know what kind of game you are trying here, but you are not intimidating me. Maybe you got away with $1700+ in the scam you pulled on us, and most likely we won't recover any of that, I'VE STATED IN MY LAST E-MAIL THAT THIS IS SOMETHING THAT MY MOTHER AND I ARE PREPARED TO DEAL WITH IF NECESSARY, BUT WE WILL NOT BE SILENT ABOUT YOUR TACTICS! Like I said, our second avenue of recourse in this case is to make sure that at as many consumers looking to move know about your unfair business practices. As far as any harassing nature goes YOU OFFERED US SERVICES, WE HAVE FULL RIGHTS TO COMPLAIN WHEN WE FIND THOSE SERVICES TO BE FAULTY!

There is nothing fraudulent about our claim. And also, please go ahead and forward my e-mails to everyone concerned in the matter, you save me the trouble. As for forwarding my e-mails to OMITTED at AMSA, I am not sure what sort of conversation you have been having with her I have an e-mail that states exactly what I quoted in my last e-mail about your company being on probation and having an awful lot of complaints with the AMSA, from her, so please let's not pretend that there's any question in the legitimacy of the statement.

Clearly , based upon your daughters persistant and determined emails and communications with AMSA, and Greenway, one would only have to conclude that ,clearly she would have conducted herself in the same fashion upon her reading, reviewing, signing and authorizing the services for the move.

It is inappropriate after contracting , agreeing, and authorizing for services to be performed, to make false, misleading, and defamatory statements in an attempt to extort a discount or credit in your attempting to disregard your responsibilities of the contractural agreement.

No sir, like we have been telling you all along, especially the day of the conference call: If I had not felt pressured by the drivers into signing the contracts because all of my stuff was loaded into the truck before we knew you were going to try to rip us off, then I would have never signed a thing! As to your claim that we are making false, misleading and defamatory statements in an attempt to distort or credit that is not true. You cannot even say what it is that we have made false, misleading, or defamatory statements about.

Another note, is that in the age of spelling and grammar check it is very easy to click on the spell check button. Letting these e-mails pass through without any editing only makes it clear of how little importance matters like dispute resolution are to your company.
*********************
From: resolution management program [mailto:resolutionmanagement@greenwayvanlines.com]
Sent: Wednesday, March 25, 2009 8:28 AM
To: OMITTED
Cc: OMITTED
Subject: RE: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

GREENWAY VAN LINES
U.S DOT: 1572014 ICC MC: 582326 REG#: IM1454
Fully Licensed & Insured
Resolution Management Program

I have forwarded your emails to Denise at AMSA, and have discussed in length your claim of AMSA's statements made to you about Greenway.
I have also forwarded your DOT complaint to Denise at AMSA also for her review.
I will also be forwarding all of your emails, as well as all the documents for your move to the DOT in reference to the complaint.
You provided AMSA copies of the documents you are claiming you never received.

In further reference to your move and requests**:

1. Your move as origionally estimated on cubic feet, with an inventory.
2. Your move was not reserved or conducted by weight. This option is availble for you at the time of reserving your move, it would be your choice, as we provide both services.
3. On the day of the move, as you and your daughter have stated repeatedly, you had additional items and services required, therefore a revised FLAT PRICE was offerred by our foreman for the move, and your daughter as your represenative, agreed and authorized these costs and services for the move.
4. You have been provided with all your move documents, and regulatory required materials, which your daughter signed and acknowledged multiple times on the contracts.
5. The Bill of Lading is the last document to be completed with your daughter , by signing at the bottom in the area stating: TO BE SIGNED UPON PICKUP Our foreman ask for this to be signed after the truck is loaded, as the last statement states: ALL OF MY PROPERTY HAS BEEN LOADED ON THE TRUCK AND I AM FULLY SATISFIED WITH THE PICKUP SERVICES TODAY.
It is also stated just above that re-acknowledging that you have received the Rights and Responsibilities, the AMSA Dispute Resolution Brochure, and the information as to the Greenway Van Lines Resolution Management Program.
6. There was no pressure, as the move took several hours, not minuites and all of this information is clearly stated on multiple contractural documents that your daughter signed and authorized. Communication between your daughter, our foreman and yourself was also done, to confirm the costs, before our driver proceeded. We cannot provide services without authorization, of the work to be completed.
7. No objection was made at the time we provided services for all of your move at the agreed FLAT PRICE. All of the objections have been made after the fact. If you or your daughter did not want all of the services, to be preformed, then an objection would have needed to be made then. Our foreman can only provide services authorized.

Clearly , based upon your daughters persistant and determined emails and communications with AMSA, and Greenway, one would only have to conclude that ,clearly she would have conducted herself in the same fashion upon her reading, reviewing, signing and authorizing the services for the move.

It is inappropriate after contracting , agreeing, and authorizing for services to be performed, to make false, misleading, and defamatory statements in an attempt to extort a discount or credit in your attempting to disregard your responsibilities of the contractural agreement.

** If you send in a request per our Resolution Management Program, we will address it accordingly and provide a written response as outlined in the program details.

** If you have claims for damages from your move, we will process accordingly.

Please contact me directly should you require further assistance

Regards ,
Dave
Resolution Management
Greenway Van Lines
resolutionmanagement@greenwayvanlines.com
Website:http://www.greenwayvanlines.com
Office:1-877-965-7101
Fax:1-877-965-7028
************
From: OMITTED
Sent: Wednesday, March 25, 2009 2:32 AM
To: 'resolution management program '
Cc: OMITTED
Subject: RE: Courtesy Copy of Resolution Management Program to address your concerns for your move

Dave,

The request made to your company from the AMSA, was just that a request. A complaint has not yet been filed with them, but one will be. The AMSA directed us to file a complaint with the FMCSA, which we did, and which we will go ahead and update with the e-mail we received from you today. We were also directed by the AMSA to go ahead and file a complaint with the Florida Better Business Bureau, which we will be doing shortly. We will also be filing with the Florida Department of Consumer Affairs, and any other agency that might assist us in recovering the portion of money that your company scammed from us, or at least exposing your scam to any other consumer who may be looking for a moving company at this time or in the future.

It is noted that in all of the communications with agencies that regulate and govern interstate transportation of household goods that your company is less than reputable. The AMSA notified us that your company was on probation with them, and also that Greenway has quite a few complaints with us as well (that is a direct quote). The FMCSA mentioned in a conversation over the phone that we had picked a baaaad company. Please save your scare tactics for people more nave.

We have addressed the following problems with you over the phone:

Your employee, Keren, told my mother that the additional boxes would not incur additional charges because the quote was locked in
Your drivers loaded the truck before providing an amended estimate of the charges for the move
Prior to loading the truck your drivers did not reaffirm the non-bonding estimate, nor did they negotiate a revised written non-binding estimate
Your drivers offered me a blank bill of lading to sign
Your drivers pressured me into signing that I had received a Your rights and responsibilities booklet and the AMSA Dispute Resolution booklet, and when I requested to be provided with one the driver said he would give me one, but then never did
When we approached you directly with these issues, you told us you would get back to us after speaking with the driver, but you never did. Upon our next communication no explanation was provided.

Finally, when we did contact the AMSA and requested their assistance in this matter, you responded to them that you were surprised that we contacted them at all, when in fact we just spoke to you a few days beforehand addressing our concerns and were provided with no resolution. You include information that would make one assume that we had complained about some delay with the delivery of goods. From our conference phone call on Wednesday, March 4, 2009 you know that is not the case.

In addition, you make some false claims in your response that include (but are not limited to):
Upon our foreman's arrival at the pickup it was immediately presented to him that she had approximately 40 additional boxes for the move, above her initial inventory provided --- In fact, my mother presented this information to Keren from your company in the week prior to your drivers' arrival at my apartment. Keren indicated that the estimate was locked in and we had little to worry about.
The foreman after reviewing the additional boxes and the inventory offered her a Flat Price for the move, including the additional and any packing service needed for her items for the move at the Flat Price of $3000 less the $200 she had paid upon reserving for a balance of $2800. (This is one of the longest run on sentences I have ever seen) The daughter agreed to the price and signed off on our Flat Price Settlement Sheet, and the Foreman proceeded with the services. The daughter subsequently then (subsequently and then mean the same thing, you only need to use one of them) contacted the mother who spoke with the foreman, and one of our dispatchers, so that she was clear on the charges, no objection was made at that time, so the foreman proceeded with the services as agreed and authorized. --- This is the most inaccurate portion of your letter. Your drivers did not present me with any revised amount, until after they had loaded ALL of my belongings onto your truck. When the drivers asked me for the money due upon pickup I told them that my mother was paying for this move and that she was in California. The drivers knew that this contract was with my mother at that point. When my mother spoke to the driver over the phone she told him that she did not agree to these charges. The driver told my mother that she would need to discuss this with Keren the next business day, and he took the load without any form of payment.
There's more, but since you refuse to acknowledge any of our issues in your letter to the AMSA, we will go ahead and file our full formal complaint with them.

After reading your most recent response to us, the e-mail below, we're going to assume that we need to print a copy of this e-mail, that includes our complaints, and have it sent to you by certified mail with a return receipt. We will send it out. That will not slow down the complaints filed with agencies that may assist us in getting a resolution from your company. Clarification on a few key points may be necessary with the FMCSA, but your accusation of harassment is a tad bit outrageous. And as far as fraudulence goes, we'll put the ball back in your court on that accusation.

When received as a certified letter with return receipt, this letter may be considered our complaint per your contract for resolution.
*****************
From: resolution management program [mailto:resolutionmanagement@greenwayvanlines.com]
Sent: Tuesday, March 24, 2009 7:11 AM
To: OMITTED
Subject: RE: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

GREENWAY VAN LINES
U.S DOT: 1572014 ICC MC: 582326 REG#: IM1454
Fully Licensed & Insured
Resolution Management Program

The standard process for the review of all moves, is per the Resolution Management Program as contained within your contract with Greenway. {courtesy copy below}{section 6 Bill of Lading}
Any additional or future questions, concerns, ect for your move will need to be addressed in the process, according to contract.
In reference to your move details , please refer to the detailed description as provided for in the AMSA response provided by our company.

However ;
I have received your emails concerning your move, as well as have responded to the AMSA request that was made of us per guidelines, which has been closed.
I have also received the DOT complaint that we will be responding to shortly. I would ask you to review your DOT complaint submission for its accuracy.
In reviewing all the documents you provided directly to AMSA for your submission to them, your complaint to the DOT would be nothing less than harrasing and fraudulent in nature, as all of the information you directly provided to AMSA, you are stating in your DOT complant that you did not receive, is incorrect, as I have copies of all that you directly provided to AMSA.
I will be addressing the fradulent and harrassing nature of this complaint directly with the DOT, and providing all supporting documentation for verification.
This matter will then be forwarded to our Legal Dept for review and proceedings if necessary.

Furthermore, you have been provided a second copy of the books,Your rights and responsibilities, and the AMSA Dispuite Resolution, that I mailed to you personally on my behalf at your request, with your address on the envelope as provided.

Should you require furher clarification, please address your concerns as outlined above and below per the Resolution Management Program.

-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Please review below a courtesy copy Resolution Management Program Policy for addressing all of your claims and concerns for your move, as contained on your Bill of Lading Section (6), and provided by our company as part of our Moving Services Contract with you, for your relocation.

As part of our Moving Services Contract, through the Resolution Management Program, we as a standard review all claims and concerns after delivery, has been completed and all requests, per policy will need to be provided to our offices in writing , as outlined, in the Resolution Management Program, for proper documentation, to ensure prompt and proper handling.

Once we have received your information, in our offices, we will review the submitted information and proceed with a refferral to the appropriate department, Resolution Management, Claims, ect. Once your request has been reviewed , a written response will be sent to you, as outlined in the Resolution Management Program to advise you, as to the correct process to proceed concerning your request.

Please contact me directly should you require further assistance

Regards ,
Dave
Resolution Management
Greenway Van Lines
resolutionmanagement@greenwayvanlines.com
Website:http://www.greenwayvanlines.com
Office:1-877-965-7101
Fax:1-877-965-7028
*Please review an additional copy of the information as contained throughout the Order for Service, General Agreement, and the Contract Terms and Conditions on the Bill of Lading paperwork provided to you on the day of your move for your contracted moving services. This contains all the information necessary to properly process your claims for loss or damage or other concerns for your move, through the contracted moving services . *

Resolution Management Program:
Greenway Van Lines, {GWVL}, as part of its moving services contract, has the Resolution Management Program, {RMP} to provide an equitable resolvement to any and all customer concerns that may arise, in connection, with their contracted moving services with {GWVL}. The program terms, provisions and conditions shall be as follows:
1. Customer acknowledges, understands, and agrees that an equitable resolution policy is the best process for resolving any concerns, for their contracted moving services with {GWVL}. 2. Customer fully acknowledges, understands, agrees, as part of entering into a contract for moving services with {GWVL} that they voluntarily consent and agree to full participation in the {RMP} for any and all concerns, claims or complaints, and any resolution thereof. 3. Customer understands, agrees that all concerns, claims, complaints, will be addressed after the delivery. 4. Customer will provide all complaints, concerns, claims, or any communication's regarding considerations, discounts or compensation to our offices in writing, by USPS Certified Mail /return receipt, to Greenway Van Lines Resolution Management Program, 3407 Griffin Road Dania Beach Florida 33312 within (9) months of delivery date. 5. Customer acknowledges that Greenway shall have no less than 30 calendar days from the receipt of said communication to provide a written response. Greenway may at its own discretion respond to and offer said resolution at anytime during the 30 calendar days. 6. Upon customer receiving Greenways response, said customer shall have 30 calendar days to accept or decline said proposed resolution, or propose a counter resolution for Greenways consideration, in writing to Greenway. If customer provides a counter offer, Greenway shall then have, no less than 30 additional days for reconsideration from the receipt of the counter offer to reply. 7. Upon customer's written notification of their decision to accept or decline said resolution, Greenway shall then have 30 calendar days to provide the accepted resolution to the customer or response, or counter offer, if applicable. 8. If customer declines said proposed resolution, at the conclusion of the specified timeframe above, then customer fully agrees and acknowledges, that the next available equitable resolution shall be Non-binding Arbitration between the customer and Greenway, therefore the parties fully agree to submit to the venue, or jurisdiction of Broward County, Florida, which the parties fully agree is an amicable venue for such Non-Binding Arbitration. The parties shall submit in person/or by representation such dispute to a third party arbitrator. The customer acknowledges and agrees that the parties shall each be responsible for 50% of the upfront and total arbitration fee's, and all of their own attorney or representation fees for said arbitration. Customer and Greenway will submit and agree to an arbitrator within 30 calendar days, from the customer's notice of intent to arbitrate. Customer agrees that they will not waive the initial resolution steps in order to go directly to the arbitration provision contained herein. 9. Customer understands, acknowledges, and agrees that as part of entering into a moving services contract with {GWVL} that they fully and voluntarily acknowledge, agree and affirm, that they will not file, submit , draft, reference or make any complaint, disagreement, dispute, comment, verification or any other form or communication either written or verbal, whether direct or indirect, or through a third party, to any agency, governing authority, bureau, website, internet address, or any other party, outside of themselves or Greenway, the contracted parties, concerning any issues arising in connection with the contracted moving services provided by {GWVL}, until they have fully participated in the {RMP} and have complied with all of its terms and provisions, to the fullest extent, minimum of 90 days from notification by customer to {GWVL} . This is not intended to prevent such action, but only to allow {GWVL} the opportunity to review and attempt a resolve with the customer in a timely and managed process, without escalation. However, customers' refusal to comply with the provisions of the contracted moving services with {GWVL}, and/or the {RMP} shall constitute a deviation/breach of contract by the customer, and customer agrees that any negative action, as referenced above shall not be commenced, and if any action has occurred, a retraction shall be complete and immediate in compliance with the {RMP} process, until completed. 11. Customers refusal to comply with the terms of the contract including this {RMP}, but not limited too, shall not waive any of Greenways rights to enforce said contract or seek remedies for customer's breach of contract. 12. Customer acknowledges, warrants, and represents that they have been provided the information contained herein, as to the {RMP} and that their voluntary agreement to fully participate, is affirmed, by their entering into a moving services contract with {GWVL}, and that by their signing or their representative, of the electronic signature / Order for Service, Bill of Lading, General Agreement, or other contractual documents, that it is fully understood and acknowledged that this is a contractual agreement between the parties, and will be executed to the fullest extent as specified herein. 13. Customer also acknowledges, that said arbitration provision contained within the Resolution Management Program, may be directed to AMSA in substantial conformity with their policies and guidelines, however recognizing that their arbitration program has certain other mandatory restriction and provisions thereof that differ. Customer shall have total of (9) months to file any and all applicable claims, with Greenway, from the date of their delivery. This program is offered for a mutually beneficial alternative, to the escalation of disputes, or incurring the costs of legal representation.
********************
From: OMITTED
Sent: Tuesday, March 24, 2009 2:05 AM
To: resolutionmanagement@greenwayvanlines.com
Subject: FW: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

I sent the following e-mails to you last week. I have had no response to either e-mail. I need a more detailed description of the charges for my move. Please respond. Thank you.
******************
From: OMITTED
Sent: Thursday, March 19, 2009 9:48 PM
To: 'resolutionmanagement@greenwayvanlines.com'
Subject: FW: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

Additionally, we're (my mother and I) both curious why the pamphlets you sent in the mail were posted to and from the same address, being our address.
**************************************************************
From: OMITTED
Sent: Thursday, March 19, 2009 12:06 AM
To: 'resolutionmanagement@greenwayvanlines.com'
Subject: FW: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

Dave,
Please speak to the driver if you must my mother and I have requested a more detailed description of why the cost of my move was increased from $1,200 to $3,000 and were never provided with one. To be as clear as possible and prevent any misunderstandings my count of cubic feet was 400 cf, and that was with 60+ extra cubic feet included for difficult items that may have made it hard to pack. The driver told me that the space needed to transport was 650 cubic feet. When the drivers arrived here in California, I had a good look in the truck at my things, and they did not take up 650 cubic feet. When my mother requested a copy of the weights taken, the drivers said that they don't weigh the load at any time in transport. I imagine this has something with the way your company transports (i.e. cubic feet). We would still like a detailed explanation on the difference of space.
Thank you.

J K
**************************************************************
-----Original Message-----
From: resolution management program [mailto:resolutionmanagement@greenwayvanlines.com]
Sent: Fri 3/13/2009 2:12 PM
To: OMITTED
Subject: FW: Courtesy Copy of Resolution Management Program to address your concerns for your move

GREENWAY VAN LINES
U.S DOT: 1572014ICC MC: 582326 REG#: IM1454
Fully Licensed & Insured
Resolution Management Program

Per your request today, I am forwarding a (2nd) copy of the Resolution Management Program as contained in Section (6) of your Bill of Lading.

I am also per your request today mailing you an additional copy of the AMSA Dispute Program Brochure, as well as the Rights and Responsibilities for your move booklet.

Should you require any additional information, please contact me directly

Dave

Please review below a courtesy copy Resolution Management Program Policy for addressing all of your claims and concerns for your move, as contained on your Bill of Lading Section (6), and provided by our company as part of our Moving Services Contract with you, for your relocation.

As part of our Moving Services Contract, through the Resolution Management Program, we as a standard review all claims and concerns after delivery, has been completed and all requests, per policy will need to be provided to our offices in writing , as outlined, in the Resolution Management Program, for proper documentation, to ensure prompt and proper handling.

Once we have received your information, in our offices, we will review the submitted information and proceed with a refferral to the appropriate department, Resolution Management, Claims, ect. Once your request has been reviewed , a written response will be sent to you, as outlined in the Resolution Management Program to advise you, as to the correct process to proceed concerning your request.

Please contact me directly should you require further assistance

Regards ,
Dave
Resolution Management
Greenway Van Lines
resolutionmanagement@greenwayvanlines.com
Website:http://www.greenwayvanlines.com
Office:1-877-965-7101
Fax:1-877-965-7028

*Please review an additional copy of the information as contained throughout the Order for Service, General Agreement, and the Contract Terms and Conditions on the Bill of Lading paperwork provided to you on the day of your move for your contracted moving services. This contains all the information necessary to properly process your claims for loss or damage or other concerns for your move, through the contracted moving services . *

Resolution Management Program:

Greenway Van Lines, {GWVL}, as part of its moving services contract, has the Resolution Management Program, {RMP} to provide an equitable resolvement to any and all customer concerns that may arise, in connection, with their contracted moving services with {GWVL}. The program terms, provisions and conditions shall be as follows:

1. Customer acknowledges, understands, and agrees that an equitable resolution policy is the best process for resolving any concerns, for their contracted moving services with {GWVL}. 2. Customer fully acknowledges, understands, agrees, as part of entering into a contract for moving services with {GWVL} that they voluntarily consent and agree to full participation in the {RMP} for any and all concerns, claims or complaints, and any resolution thereof. 3. Customer understands, agrees that all concerns, claims, complaints, will be addressed after the delivery. 4. Customer will provide all complaints, concerns, claims, or any communication's regarding considerations, discounts or compensation to our offices in writing, by USPS Certified Mail /return receipt, to Greenway Van Lines Resolution Management Program, 3407 Griffin Road Dania Beach Florida 33312 within (9) months of delivery date. 5. Customer acknowledges that Greenway shall have no less than 30 calendar days from the receipt of said communication to provide a written response. Greenway may at its own discretion respond to and offer said resolution at anytime during the 30 calendar days. 6. Upon customer receiving Greenways response, said customer shall have 30 calendar days to accept or decline said proposed resolution, or propose a counter resolution for Greenways consideration, in writing to Greenway. If customer provides a counter offer, Greenway shall then have, no less than 30 additional days for reconsideration from the receipt of the counter offer to reply. 7. Upon customer's written notification of their decision to accept or decline said resolution, Greenway shall then have 30 calendar days to provide the accepted resolution to the customer or response, or counter offer, if applicable. 8. If customer declines said proposed resolution, at the conclusion of the specified timeframe above, then customer fully agrees and acknowledges, that the next available equitable resolution shall be Non-binding Arbitration between the customer and Greenway, therefore the parties fully agree to submit to the venue, or jurisdiction of Broward County, Florida, which the parties fully agree is an amicable venue for such Non-Binding Arbitration. The parties shall submit in person/or by representation such dispute to a third party arbitrator. The customer acknowledges and agrees that the parties shall each be responsible for 50% of the upfront and total arbitration fee's, and all of their own attorney or representation fees for said arbitration. Customer and Greenway will submit and agree to an arbitrator within 30 calendar days, from the customer's notice of intent to arbitrate. Customer agrees that they will not waive the initial resolution steps in order to go directly to the arbitration provision contained herein. 9. Customer understands, acknowledges, and agrees that as part of entering into a moving services contract with {GWVL} that they fully and voluntarily acknowledge, agree and affirm, that they will not file, submit , draft, reference or make any complaint, disagreement, dispute, comment, verification or any other form or communication either written or verbal, whether direct or indirect, or through a third party, to any agency, governing authority, bureau, website, internet address, or any other party, outside of themselves or Greenway, the contracted parties, concerning any issues arising in connection with the contracted moving services provided by {GWVL}, until they have fully participated in the {RMP} and have complied with all of its terms and provisions, to the fullest extent, minimum of 90 days from notification by customer to {GWVL} . This is not intended to prevent such action, but only to allow {GWVL} the opportunity to review and attempt a resolve with the customer in a timely and managed process, without escalation. However, customers' refusal to comply with the provisions of the contracted moving services with {GWVL}, and/or the {RMP} shall constitute a deviation/breach of contract by the customer, and customer agrees that any negative action, as referenced above shall not be commenced, and if any action has occurred, a retraction shall be complete and immediate in compliance with the {RMP} process, until completed. 11. Customers refusal to comply with the terms of the contract including this {RMP}, but not limited too, shall not waive any of Greenways rights to enforce said contract or seek remedies for customer's breach of contract. 12. Customer acknowledges, warrants, and represents that they have been provided the information contained herein, as to the {RMP} and that their voluntary agreement to fully participate, is affirmed, by their entering into a moving services contract with {GWVL}, and that by their signing or their representative, of the electronic signature / Order for Service, Bill of Lading, General Agreement, or other contractual documents, that it is fully understood and acknowledged that this is a contractual agreement between the parties, and will be executed to the fullest extent as specified herein. 13. Customer also acknowledges, that said arbitration provision contained within the Resolution Management Program, may be directed to AMSA in substantial conformity with their policies and guidelines, however recognizing that their arbitration program has certain other mandatory restriction and provisions thereof that differ. Customer shall have total of (9) months to file any and all applicable claims, with Greenway, from the date of their delivery. This program is offered for a mutually beneficial alternative, to the escalation of disputes, or incurring the costs of legal representation.
**************************************************************
From: resolution management program [mailto:resolutionmanagement@greenwayvanlines.com]
Sent: Wednesday, March 04, 2009 3:26 PM
To: OMITTED
Subject: RE: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

GREENWAY VAN LINES
U.S DOT: 1572014ICC MC: 582326 REG#: IM1454
Fully Licensed & Insured
Resolution Management Program

Per our conversation today, I am providing this email with a courtesy copy of the Resolution Management Program. I will checking on the information as to your shipment and the delviery status, asn I will be contacting you as soon as I have the information. Please forward the tracking number for the payment to our offices as discussed , so that I can ensure proper receipt.

Please review below a courtesy copy Resolution Management Program Policy for addressing all of your claims and concerns for your move, as contained on your Bill of Lading Section (6), and provided by our company as part of our Moving Services Contract with you, for your relocation.

As part of our Moving Services Contract, through the Resolution Management Program, we as a standard review all claims and concerns after delivery, has been completed and all requests, per policy will need to be provided to our offices in writing , as outlined, in the Resolution Management Program, for proper documentation, to ensure prompt and proper handling.

Once we have received your information, in our offices, we will review the submitted information and proceed with a refferral to the appropriate department, Resolution Management, Claims, ect. Once your request has been reviewed , a written response will be sent to you, as outlined in the Resolution Management Program to advise you, as to the correct process to proceed concerning your request.

Please contact me directly should you require further assistance

Regards ,
Dave
Resolution Management
Greenway Van Lines
resolutionmanagement@greenwayvanlines.com
Website:http://www.greenwayvanlines.com
Office:1-877-965-7101
Fax:1-877-965-7028

*Please review an additional copy of the information as contained throughout the Order for Service, General Agreement, and the Contract Terms and Conditions on the Bill of Lading paperwork provided to you on the day of your move for your contracted moving services. This contains all the information necessary to properly process your claims for loss or damage or other concerns for your move, through the contracted moving services . *

Resolution Management Program:

Greenway Van Lines, {GWVL}, as part of its moving services contract, has the Resolution Management Program, {RMP} to provide an equitable resolvement to any and all customer concerns that may arise, in connection, with their contracted moving services with {GWVL}. The program terms, provisions and conditions shall be as follows:

1. Customer acknowledges, understands, and agrees that an equitable resolution policy is the best process for resolving any concerns, for their contracted moving services with {GWVL}. 2. Customer fully acknowledges, understands, agrees, as part of entering into a contract for moving services with {GWVL} that they voluntarily consent and agree to full participation in the {RMP} for any and all concerns, claims or complaints, and any resolution thereof. 3. Customer understands, agrees that all concerns, claims, complaints, will be addressed after the delivery. 4. Customer will provide all complaints, concerns, claims, or any communication's regarding considerations, discounts or compensation to our offices in writing, by USPS Certified Mail /return receipt, to Greenway Van Lines Resolution Management Program, 3407 Griffin Road Dania Beach Florida 33312 within (9) months of delivery date. 5. Customer acknowledges that Greenway shall have no less than 30 calendar days from the receipt of said communication to provide a written response. Greenway may at its own discretion respond to and offer said resolution at anytime during the 30 calendar days. 6. Upon customer receiving Greenways response, said customer shall have 30 calendar days to accept or decline said proposed resolution, or propose a counter resolution for Greenways consideration, in writing to Greenway. If customer provides a counter offer, Greenway shall then have, no less than 30 additional days for reconsideration from the receipt of the counter offer to reply. 7. Upon customer's written notification of their decision to accept or decline said resolution, Greenway shall then have 30 calendar days to provide the accepted resolution to the customer or response, or counter offer, if applicable. 8. If customer declines said proposed resolution, at the conclusion of the specified timeframe above, then customer fully agrees and acknowledges, that the next available equitable resolution shall be Non-binding Arbitration between the customer and Greenway, therefore the parties fully agree to submit to the venue, or jurisdiction of Broward County, Florida, which the parties fully agree is an amicable venue for such Non-Binding Arbitration. The parties shall submit in person/or by representation such dispute to a third party arbitrator. The customer acknowledges and agrees that the parties shall each be responsible for 50% of the upfront and total arbitration fee's, and all of their own attorney or representation fees for said arbitration. Customer and Greenway will submit and agree to an arbitrator within 30 calendar days, from the customer's notice of intent to arbitrate. Customer agrees that they will not waive the initial resolution steps in order to go directly to the arbitration provision contained herein. 9. Customer understands, acknowledges, and agrees that as part of entering into a moving services contract with {GWVL} that they fully and voluntarily acknowledge, agree and affirm, that they will not file, submit , draft, reference or make any complaint, disagreement, dispute, comment, verification or any other form or communication either written or verbal, whether direct or indirect, or through a third party, to any agency, governing authority, bureau, website, internet address, or any other party, outside of themselves or Greenway, the contracted parties, concerning any issues arising in connection with the contracted moving services provided by {GWVL}, until they have fully participated in the {RMP} and have complied with all of its terms and provisions, to the fullest extent, minimum of 90 days from notification by customer to {GWVL} . This is not intended to prevent such action, but only to allow {GWVL} the opportunity to review and attempt a resolve with the customer in a timely and managed process, without escalation. However, customers' refusal to comply with the provisions of the contracted moving services with {GWVL}, and/or the {RMP} shall constitute a deviation/breach of contract by the customer, and customer agrees that any negative action, as referenced above shall not be commenced, and if any action has occurred, a retraction shall be complete and immediate in compliance with the {RMP} process, until completed. 11. Customers refusal to comply with the terms of the contract including this {RMP}, but not limited too, shall not waive any of Greenways rights to enforce said contract or seek remedies for customer's breach of contract. 12. Customer acknowledges, warrants, and represents that they have been provided the information contained herein, as to the {RMP} and that their voluntary agreement to fully participate, is affirmed, by their entering into a moving services contract with {GWVL}, and that by their signing or their representative, of the electronic signature / Order for Service, Bill of Lading, General Agreement, or other contractual documents, that it is fully understood and acknowledged that this is a contractual agreement between the parties, and will be executed to the fullest extent as specified herein. 13. Customer also acknowledges, that said arbitration provision contained within the Resolution Management Program, may be directed to AMSA in substantial conformity with their policies and guidelines, however recognizing that their arbitration program has certain other mandatory restriction and provisions thereof that differ. Customer shall have total of (9) months to file any and all applicable claims, with Greenway, from the date of their delivery. This program is offered for a mutually beneficial alternative, to the escalation of disputes, or incurring the costs of legal representation.
***************


I hope that this in some way helps... at least you know that you are not alone, although that makes being ripped off no better.

Hi Laura,

I feel really bad for you, and I don't want to say this, but yes, you got ripped off. We did too.

It wasn't until after Greenway Van Lines had all my stuff loaded onto their truck that I found all the reports online about how other people had been scammed by the company.

Here are some things that might help you:

Greenway has the AMSA logo on their website... they are part of the association. When we got ripped off by the company, we contacted the AMSA. You can contact them here:

American Moving & Storage Association
1611 Duke Street
Alexandria, VA 22314-3406
Phone: (703) 706-4989
Fax: (703) 683-7524
www.promover.org

In communicating with the AMSA, eventually we incited this response:
***********************
Greenway has quite a few complaints with us as well. We can't force a moving company to transport by weight instead of cubic feet. Greenway is currently on probation with us and our disciplinary board will decide what to do with them. Please file your complaint with FMCSA. They are the governing agency for the moving industry. It is not against the law to transport by cubic feet but it is recommended that weight be used for the consumer benefit. If anyone can cite Greenway and make them due the right thing FMCSA can and will but it is important that you file the complaint.

As I told your mother the blogging sites aren't getting much attention in forcing moving companies to do the right thing. What is important is that you file a complaint with the Florida Better Business Bureau, AMSA, and most importantly FMCSA (www.protectyourmove.gov, James Dubose 215-656-7251). We are the ones that really try to assist the consumer in resolving issues and even forcing moving companies to do the right thing.

AMSA has some excellent movers as members. Every now and then a not so good mover will slip through the cracks, but we are doing everything in our power to educate, train, warn, and even dismiss those who refuse to comply.

I am extremely regretful that your moving experience was not a pleasant experience. I will keep you informed as to Greenway's status.
*************************
End email from AMSA

We filed a complaint with the AMSA and the Department of Transportation. Very little was done, but we did not push it to the fullest. We are finishing up our i-dotting and t-crossing now and filing reports with the BBB in Florida, as well as Consumer Affairs. In the meantime we plan to retell our own story vastly on the www. You can read how we got ripped off below in e-mail format (of course that means it goes from the latest date to the earliest date). Of course, the entire line of communication is with the lovely Dave that you have been so blessed to speak with. At this point, we need to get the word out to as many other consumers as possible. Also, the AMSA mentioned contacting legislators. This company is not the only bunk moving company. Apparently there are so many of them that companies like Greenway Van Lines can operate in partnership with one of them, whenever its reputation has been tarnished.

According to what the AMSA told me, there is little they can do besides "to prod", but at the same time they openly tol dme that Greenway was on probation and that they had had numerous complaints about the company. I feel that they can only forgo a few more before the AMSA says that they want nothing to do with them, so if you have the time make sure you call the number I listed above for the AMSA, and try to file a complaint with all the bureaus listed in the AMSA e-mail above. I figured in our case... we may not get our money back... Dave and Greenway can have it... but maybe we can get them to the point that they have little to no customers and go out of business.

Okays begin e-mail from Dave.... but you really should read it from the bottom up...
**************************
GREENWAY VAN LINES
U.S DOT: 1572014 ICC MC: 582326 REG#: IM1454
Fully Licensed & Insured
Resolution Management Program

Please forward me all of those emails from AMSA , that you have.
I have spoken to them, and I have NO knowledge of any such information, neither did Denise when I spoke with her this morning.

I await your response

Please contact me directly should you require further assistance

Regards ,
Dave
Resolution Management
Greenway Van Lines
resolutionmanagement@greenwayvanlines.com
Website:http://www.greenwayvanlines.com
Office:1-877-965-7101
Fax:1-877-965-7028
***************************
From: OMITTED
Sent: Wednesday, March 25, 2009 12:02 PM
To: 'resolution management program '
Cc: OMITTED
Subject: RE: Courtesy Copy of Resolution Management Program to address your concerns for your move

Look buddy,

Everyone knows that your company is not a legitimate company as far as fair business practices go. We've already discussed with most agencies what can be done and not done about what you did to us(ummm. HUGE RIP OFF!).

I don't know what kind of game you are trying here, but you are not intimidating me. Maybe you got away with $1700+ in the scam you pulled on us, and most likely we won't recover any of that, I'VE STATED IN MY LAST E-MAIL THAT THIS IS SOMETHING THAT MY MOTHER AND I ARE PREPARED TO DEAL WITH IF NECESSARY, BUT WE WILL NOT BE SILENT ABOUT YOUR TACTICS! Like I said, our second avenue of recourse in this case is to make sure that at as many consumers looking to move know about your unfair business practices. As far as any harassing nature goes YOU OFFERED US SERVICES, WE HAVE FULL RIGHTS TO COMPLAIN WHEN WE FIND THOSE SERVICES TO BE FAULTY!

There is nothing fraudulent about our claim. And also, please go ahead and forward my e-mails to everyone concerned in the matter, you save me the trouble. As for forwarding my e-mails to OMITTED at AMSA, I am not sure what sort of conversation you have been having with her I have an e-mail that states exactly what I quoted in my last e-mail about your company being on probation and having an awful lot of complaints with the AMSA, from her, so please let's not pretend that there's any question in the legitimacy of the statement.

Clearly , based upon your daughters persistant and determined emails and communications with AMSA, and Greenway, one would only have to conclude that ,clearly she would have conducted herself in the same fashion upon her reading, reviewing, signing and authorizing the services for the move.

It is inappropriate after contracting , agreeing, and authorizing for services to be performed, to make false, misleading, and defamatory statements in an attempt to extort a discount or credit in your attempting to disregard your responsibilities of the contractural agreement.

No sir, like we have been telling you all along, especially the day of the conference call: If I had not felt pressured by the drivers into signing the contracts because all of my stuff was loaded into the truck before we knew you were going to try to rip us off, then I would have never signed a thing! As to your claim that we are making false, misleading and defamatory statements in an attempt to distort or credit that is not true. You cannot even say what it is that we have made false, misleading, or defamatory statements about.

Another note, is that in the age of spelling and grammar check it is very easy to click on the spell check button. Letting these e-mails pass through without any editing only makes it clear of how little importance matters like dispute resolution are to your company.
*********************
From: resolution management program [mailto:resolutionmanagement@greenwayvanlines.com]
Sent: Wednesday, March 25, 2009 8:28 AM
To: OMITTED
Cc: OMITTED
Subject: RE: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

GREENWAY VAN LINES
U.S DOT: 1572014 ICC MC: 582326 REG#: IM1454
Fully Licensed & Insured
Resolution Management Program

I have forwarded your emails to Denise at AMSA, and have discussed in length your claim of AMSA's statements made to you about Greenway.
I have also forwarded your DOT complaint to Denise at AMSA also for her review.
I will also be forwarding all of your emails, as well as all the documents for your move to the DOT in reference to the complaint.
You provided AMSA copies of the documents you are claiming you never received.

In further reference to your move and requests**:

1. Your move as origionally estimated on cubic feet, with an inventory.
2. Your move was not reserved or conducted by weight. This option is availble for you at the time of reserving your move, it would be your choice, as we provide both services.
3. On the day of the move, as you and your daughter have stated repeatedly, you had additional items and services required, therefore a revised FLAT PRICE was offerred by our foreman for the move, and your daughter as your represenative, agreed and authorized these costs and services for the move.
4. You have been provided with all your move documents, and regulatory required materials, which your daughter signed and acknowledged multiple times on the contracts.
5. The Bill of Lading is the last document to be completed with your daughter , by signing at the bottom in the area stating: TO BE SIGNED UPON PICKUP Our foreman ask for this to be signed after the truck is loaded, as the last statement states: ALL OF MY PROPERTY HAS BEEN LOADED ON THE TRUCK AND I AM FULLY SATISFIED WITH THE PICKUP SERVICES TODAY.
It is also stated just above that re-acknowledging that you have received the Rights and Responsibilities, the AMSA Dispute Resolution Brochure, and the information as to the Greenway Van Lines Resolution Management Program.
6. There was no pressure, as the move took several hours, not minuites and all of this information is clearly stated on multiple contractural documents that your daughter signed and authorized. Communication between your daughter, our foreman and yourself was also done, to confirm the costs, before our driver proceeded. We cannot provide services without authorization, of the work to be completed.
7. No objection was made at the time we provided services for all of your move at the agreed FLAT PRICE. All of the objections have been made after the fact. If you or your daughter did not want all of the services, to be preformed, then an objection would have needed to be made then. Our foreman can only provide services authorized.

Clearly , based upon your daughters persistant and determined emails and communications with AMSA, and Greenway, one would only have to conclude that ,clearly she would have conducted herself in the same fashion upon her reading, reviewing, signing and authorizing the services for the move.

It is inappropriate after contracting , agreeing, and authorizing for services to be performed, to make false, misleading, and defamatory statements in an attempt to extort a discount or credit in your attempting to disregard your responsibilities of the contractural agreement.

** If you send in a request per our Resolution Management Program, we will address it accordingly and provide a written response as outlined in the program details.

** If you have claims for damages from your move, we will process accordingly.

Please contact me directly should you require further assistance

Regards ,
Dave
Resolution Management
Greenway Van Lines
resolutionmanagement@greenwayvanlines.com
Website:http://www.greenwayvanlines.com
Office:1-877-965-7101
Fax:1-877-965-7028
************
From: OMITTED
Sent: Wednesday, March 25, 2009 2:32 AM
To: 'resolution management program '
Cc: OMITTED
Subject: RE: Courtesy Copy of Resolution Management Program to address your concerns for your move

Dave,

The request made to your company from the AMSA, was just that a request. A complaint has not yet been filed with them, but one will be. The AMSA directed us to file a complaint with the FMCSA, which we did, and which we will go ahead and update with the e-mail we received from you today. We were also directed by the AMSA to go ahead and file a complaint with the Florida Better Business Bureau, which we will be doing shortly. We will also be filing with the Florida Department of Consumer Affairs, and any other agency that might assist us in recovering the portion of money that your company scammed from us, or at least exposing your scam to any other consumer who may be looking for a moving company at this time or in the future.

It is noted that in all of the communications with agencies that regulate and govern interstate transportation of household goods that your company is less than reputable. The AMSA notified us that your company was on probation with them, and also that Greenway has quite a few complaints with us as well (that is a direct quote). The FMCSA mentioned in a conversation over the phone that we had picked a baaaad company. Please save your scare tactics for people more nave.

We have addressed the following problems with you over the phone:

Your employee, Keren, told my mother that the additional boxes would not incur additional charges because the quote was locked in
Your drivers loaded the truck before providing an amended estimate of the charges for the move
Prior to loading the truck your drivers did not reaffirm the non-bonding estimate, nor did they negotiate a revised written non-binding estimate
Your drivers offered me a blank bill of lading to sign
Your drivers pressured me into signing that I had received a Your rights and responsibilities booklet and the AMSA Dispute Resolution booklet, and when I requested to be provided with one the driver said he would give me one, but then never did
When we approached you directly with these issues, you told us you would get back to us after speaking with the driver, but you never did. Upon our next communication no explanation was provided.

Finally, when we did contact the AMSA and requested their assistance in this matter, you responded to them that you were surprised that we contacted them at all, when in fact we just spoke to you a few days beforehand addressing our concerns and were provided with no resolution. You include information that would make one assume that we had complained about some delay with the delivery of goods. From our conference phone call on Wednesday, March 4, 2009 you know that is not the case.

In addition, you make some false claims in your response that include (but are not limited to):
Upon our foreman's arrival at the pickup it was immediately presented to him that she had approximately 40 additional boxes for the move, above her initial inventory provided --- In fact, my mother presented this information to Keren from your company in the week prior to your drivers' arrival at my apartment. Keren indicated that the estimate was locked in and we had little to worry about.
The foreman after reviewing the additional boxes and the inventory offered her a Flat Price for the move, including the additional and any packing service needed for her items for the move at the Flat Price of $3000 less the $200 she had paid upon reserving for a balance of $2800. (This is one of the longest run on sentences I have ever seen) The daughter agreed to the price and signed off on our Flat Price Settlement Sheet, and the Foreman proceeded with the services. The daughter subsequently then (subsequently and then mean the same thing, you only need to use one of them) contacted the mother who spoke with the foreman, and one of our dispatchers, so that she was clear on the charges, no objection was made at that time, so the foreman proceeded with the services as agreed and authorized. --- This is the most inaccurate portion of your letter. Your drivers did not present me with any revised amount, until after they had loaded ALL of my belongings onto your truck. When the drivers asked me for the money due upon pickup I told them that my mother was paying for this move and that she was in California. The drivers knew that this contract was with my mother at that point. When my mother spoke to the driver over the phone she told him that she did not agree to these charges. The driver told my mother that she would need to discuss this with Keren the next business day, and he took the load without any form of payment.
There's more, but since you refuse to acknowledge any of our issues in your letter to the AMSA, we will go ahead and file our full formal complaint with them.

After reading your most recent response to us, the e-mail below, we're going to assume that we need to print a copy of this e-mail, that includes our complaints, and have it sent to you by certified mail with a return receipt. We will send it out. That will not slow down the complaints filed with agencies that may assist us in getting a resolution from your company. Clarification on a few key points may be necessary with the FMCSA, but your accusation of harassment is a tad bit outrageous. And as far as fraudulence goes, we'll put the ball back in your court on that accusation.

When received as a certified letter with return receipt, this letter may be considered our complaint per your contract for resolution.
*****************
From: resolution management program [mailto:resolutionmanagement@greenwayvanlines.com]
Sent: Tuesday, March 24, 2009 7:11 AM
To: OMITTED
Subject: RE: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

GREENWAY VAN LINES
U.S DOT: 1572014 ICC MC: 582326 REG#: IM1454
Fully Licensed & Insured
Resolution Management Program

The standard process for the review of all moves, is per the Resolution Management Program as contained within your contract with Greenway. {courtesy copy below}{section 6 Bill of Lading}
Any additional or future questions, concerns, ect for your move will need to be addressed in the process, according to contract.
In reference to your move details , please refer to the detailed description as provided for in the AMSA response provided by our company.

However ;
I have received your emails concerning your move, as well as have responded to the AMSA request that was made of us per guidelines, which has been closed.
I have also received the DOT complaint that we will be responding to shortly. I would ask you to review your DOT complaint submission for its accuracy.
In reviewing all the documents you provided directly to AMSA for your submission to them, your complaint to the DOT would be nothing less than harrasing and fraudulent in nature, as all of the information you directly provided to AMSA, you are stating in your DOT complant that you did not receive, is incorrect, as I have copies of all that you directly provided to AMSA.
I will be addressing the fradulent and harrassing nature of this complaint directly with the DOT, and providing all supporting documentation for verification.
This matter will then be forwarded to our Legal Dept for review and proceedings if necessary.

Furthermore, you have been provided a second copy of the books,Your rights and responsibilities, and the AMSA Dispuite Resolution, that I mailed to you personally on my behalf at your request, with your address on the envelope as provided.

Should you require furher clarification, please address your concerns as outlined above and below per the Resolution Management Program.

-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Please review below a courtesy copy Resolution Management Program Policy for addressing all of your claims and concerns for your move, as contained on your Bill of Lading Section (6), and provided by our company as part of our Moving Services Contract with you, for your relocation.

As part of our Moving Services Contract, through the Resolution Management Program, we as a standard review all claims and concerns after delivery, has been completed and all requests, per policy will need to be provided to our offices in writing , as outlined, in the Resolution Management Program, for proper documentation, to ensure prompt and proper handling.

Once we have received your information, in our offices, we will review the submitted information and proceed with a refferral to the appropriate department, Resolution Management, Claims, ect. Once your request has been reviewed , a written response will be sent to you, as outlined in the Resolution Management Program to advise you, as to the correct process to proceed concerning your request.

Please contact me directly should you require further assistance

Regards ,
Dave
Resolution Management
Greenway Van Lines
resolutionmanagement@greenwayvanlines.com
Website:http://www.greenwayvanlines.com
Office:1-877-965-7101
Fax:1-877-965-7028
*Please review an additional copy of the information as contained throughout the Order for Service, General Agreement, and the Contract Terms and Conditions on the Bill of Lading paperwork provided to you on the day of your move for your contracted moving services. This contains all the information necessary to properly process your claims for loss or damage or other concerns for your move, through the contracted moving services . *

Resolution Management Program:
Greenway Van Lines, {GWVL}, as part of its moving services contract, has the Resolution Management Program, {RMP} to provide an equitable resolvement to any and all customer concerns that may arise, in connection, with their contracted moving services with {GWVL}. The program terms, provisions and conditions shall be as follows:
1. Customer acknowledges, understands, and agrees that an equitable resolution policy is the best process for resolving any concerns, for their contracted moving services with {GWVL}. 2. Customer fully acknowledges, understands, agrees, as part of entering into a contract for moving services with {GWVL} that they voluntarily consent and agree to full participation in the {RMP} for any and all concerns, claims or complaints, and any resolution thereof. 3. Customer understands, agrees that all concerns, claims, complaints, will be addressed after the delivery. 4. Customer will provide all complaints, concerns, claims, or any communication's regarding considerations, discounts or compensation to our offices in writing, by USPS Certified Mail /return receipt, to Greenway Van Lines Resolution Management Program, 3407 Griffin Road Dania Beach Florida 33312 within (9) months of delivery date. 5. Customer acknowledges that Greenway shall have no less than 30 calendar days from the receipt of said communication to provide a written response. Greenway may at its own discretion respond to and offer said resolution at anytime during the 30 calendar days. 6. Upon customer receiving Greenways response, said customer shall have 30 calendar days to accept or decline said proposed resolution, or propose a counter resolution for Greenways consideration, in writing to Greenway. If customer provides a counter offer, Greenway shall then have, no less than 30 additional days for reconsideration from the receipt of the counter offer to reply. 7. Upon customer's written notification of their decision to accept or decline said resolution, Greenway shall then have 30 calendar days to provide the accepted resolution to the customer or response, or counter offer, if applicable. 8. If customer declines said proposed resolution, at the conclusion of the specified timeframe above, then customer fully agrees and acknowledges, that the next available equitable resolution shall be Non-binding Arbitration between the customer and Greenway, therefore the parties fully agree to submit to the venue, or jurisdiction of Broward County, Florida, which the parties fully agree is an amicable venue for such Non-Binding Arbitration. The parties shall submit in person/or by representation such dispute to a third party arbitrator. The customer acknowledges and agrees that the parties shall each be responsible for 50% of the upfront and total arbitration fee's, and all of their own attorney or representation fees for said arbitration. Customer and Greenway will submit and agree to an arbitrator within 30 calendar days, from the customer's notice of intent to arbitrate. Customer agrees that they will not waive the initial resolution steps in order to go directly to the arbitration provision contained herein. 9. Customer understands, acknowledges, and agrees that as part of entering into a moving services contract with {GWVL} that they fully and voluntarily acknowledge, agree and affirm, that they will not file, submit , draft, reference or make any complaint, disagreement, dispute, comment, verification or any other form or communication either written or verbal, whether direct or indirect, or through a third party, to any agency, governing authority, bureau, website, internet address, or any other party, outside of themselves or Greenway, the contracted parties, concerning any issues arising in connection with the contracted moving services provided by {GWVL}, until they have fully participated in the {RMP} and have complied with all of its terms and provisions, to the fullest extent, minimum of 90 days from notification by customer to {GWVL} . This is not intended to prevent such action, but only to allow {GWVL} the opportunity to review and attempt a resolve with the customer in a timely and managed process, without escalation. However, customers' refusal to comply with the provisions of the contracted moving services with {GWVL}, and/or the {RMP} shall constitute a deviation/breach of contract by the customer, and customer agrees that any negative action, as referenced above shall not be commenced, and if any action has occurred, a retraction shall be complete and immediate in compliance with the {RMP} process, until completed. 11. Customers refusal to comply with the terms of the contract including this {RMP}, but not limited too, shall not waive any of Greenways rights to enforce said contract or seek remedies for customer's breach of contract. 12. Customer acknowledges, warrants, and represents that they have been provided the information contained herein, as to the {RMP} and that their voluntary agreement to fully participate, is affirmed, by their entering into a moving services contract with {GWVL}, and that by their signing or their representative, of the electronic signature / Order for Service, Bill of Lading, General Agreement, or other contractual documents, that it is fully understood and acknowledged that this is a contractual agreement between the parties, and will be executed to the fullest extent as specified herein. 13. Customer also acknowledges, that said arbitration provision contained within the Resolution Management Program, may be directed to AMSA in substantial conformity with their policies and guidelines, however recognizing that their arbitration program has certain other mandatory restriction and provisions thereof that differ. Customer shall have total of (9) months to file any and all applicable claims, with Greenway, from the date of their delivery. This program is offered for a mutually beneficial alternative, to the escalation of disputes, or incurring the costs of legal representation.
********************
From: OMITTED
Sent: Tuesday, March 24, 2009 2:05 AM
To: resolutionmanagement@greenwayvanlines.com
Subject: FW: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

I sent the following e-mails to you last week. I have had no response to either e-mail. I need a more detailed description of the charges for my move. Please respond. Thank you.
******************
From: OMITTED
Sent: Thursday, March 19, 2009 9:48 PM
To: 'resolutionmanagement@greenwayvanlines.com'
Subject: FW: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

Additionally, we're (my mother and I) both curious why the pamphlets you sent in the mail were posted to and from the same address, being our address.
**************************************************************
From: OMITTED
Sent: Thursday, March 19, 2009 12:06 AM
To: 'resolutionmanagement@greenwayvanlines.com'
Subject: FW: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

Dave,
Please speak to the driver if you must my mother and I have requested a more detailed description of why the cost of my move was increased from $1,200 to $3,000 and were never provided with one. To be as clear as possible and prevent any misunderstandings my count of cubic feet was 400 cf, and that was with 60+ extra cubic feet included for difficult items that may have made it hard to pack. The driver told me that the space needed to transport was 650 cubic feet. When the drivers arrived here in California, I had a good look in the truck at my things, and they did not take up 650 cubic feet. When my mother requested a copy of the weights taken, the drivers said that they don't weigh the load at any time in transport. I imagine this has something with the way your company transports (i.e. cubic feet). We would still like a detailed explanation on the difference of space.
Thank you.

J K
**************************************************************
-----Original Message-----
From: resolution management program [mailto:resolutionmanagement@greenwayvanlines.com]
Sent: Fri 3/13/2009 2:12 PM
To: OMITTED
Subject: FW: Courtesy Copy of Resolution Management Program to address your concerns for your move

GREENWAY VAN LINES
U.S DOT: 1572014ICC MC: 582326 REG#: IM1454
Fully Licensed & Insured
Resolution Management Program

Per your request today, I am forwarding a (2nd) copy of the Resolution Management Program as contained in Section (6) of your Bill of Lading.

I am also per your request today mailing you an additional copy of the AMSA Dispute Program Brochure, as well as the Rights and Responsibilities for your move booklet.

Should you require any additional information, please contact me directly

Dave

Please review below a courtesy copy Resolution Management Program Policy for addressing all of your claims and concerns for your move, as contained on your Bill of Lading Section (6), and provided by our company as part of our Moving Services Contract with you, for your relocation.

As part of our Moving Services Contract, through the Resolution Management Program, we as a standard review all claims and concerns after delivery, has been completed and all requests, per policy will need to be provided to our offices in writing , as outlined, in the Resolution Management Program, for proper documentation, to ensure prompt and proper handling.

Once we have received your information, in our offices, we will review the submitted information and proceed with a refferral to the appropriate department, Resolution Management, Claims, ect. Once your request has been reviewed , a written response will be sent to you, as outlined in the Resolution Management Program to advise you, as to the correct process to proceed concerning your request.

Please contact me directly should you require further assistance

Regards ,
Dave
Resolution Management
Greenway Van Lines
resolutionmanagement@greenwayvanlines.com
Website:http://www.greenwayvanlines.com
Office:1-877-965-7101
Fax:1-877-965-7028

*Please review an additional copy of the information as contained throughout the Order for Service, General Agreement, and the Contract Terms and Conditions on the Bill of Lading paperwork provided to you on the day of your move for your contracted moving services. This contains all the information necessary to properly process your claims for loss or damage or other concerns for your move, through the contracted moving services . *

Resolution Management Program:

Greenway Van Lines, {GWVL}, as part of its moving services contract, has the Resolution Management Program, {RMP} to provide an equitable resolvement to any and all customer concerns that may arise, in connection, with their contracted moving services with {GWVL}. The program terms, provisions and conditions shall be as follows:

1. Customer acknowledges, understands, and agrees that an equitable resolution policy is the best process for resolving any concerns, for their contracted moving services with {GWVL}. 2. Customer fully acknowledges, understands, agrees, as part of entering into a contract for moving services with {GWVL} that they voluntarily consent and agree to full participation in the {RMP} for any and all concerns, claims or complaints, and any resolution thereof. 3. Customer understands, agrees that all concerns, claims, complaints, will be addressed after the delivery. 4. Customer will provide all complaints, concerns, claims, or any communication's regarding considerations, discounts or compensation to our offices in writing, by USPS Certified Mail /return receipt, to Greenway Van Lines Resolution Management Program, 3407 Griffin Road Dania Beach Florida 33312 within (9) months of delivery date. 5. Customer acknowledges that Greenway shall have no less than 30 calendar days from the receipt of said communication to provide a written response. Greenway may at its own discretion respond to and offer said resolution at anytime during the 30 calendar days. 6. Upon customer receiving Greenways response, said customer shall have 30 calendar days to accept or decline said proposed resolution, or propose a counter resolution for Greenways consideration, in writing to Greenway. If customer provides a counter offer, Greenway shall then have, no less than 30 additional days for reconsideration from the receipt of the counter offer to reply. 7. Upon customer's written notification of their decision to accept or decline said resolution, Greenway shall then have 30 calendar days to provide the accepted resolution to the customer or response, or counter offer, if applicable. 8. If customer declines said proposed resolution, at the conclusion of the specified timeframe above, then customer fully agrees and acknowledges, that the next available equitable resolution shall be Non-binding Arbitration between the customer and Greenway, therefore the parties fully agree to submit to the venue, or jurisdiction of Broward County, Florida, which the parties fully agree is an amicable venue for such Non-Binding Arbitration. The parties shall submit in person/or by representation such dispute to a third party arbitrator. The customer acknowledges and agrees that the parties shall each be responsible for 50% of the upfront and total arbitration fee's, and all of their own attorney or representation fees for said arbitration. Customer and Greenway will submit and agree to an arbitrator within 30 calendar days, from the customer's notice of intent to arbitrate. Customer agrees that they will not waive the initial resolution steps in order to go directly to the arbitration provision contained herein. 9. Customer understands, acknowledges, and agrees that as part of entering into a moving services contract with {GWVL} that they fully and voluntarily acknowledge, agree and affirm, that they will not file, submit , draft, reference or make any complaint, disagreement, dispute, comment, verification or any other form or communication either written or verbal, whether direct or indirect, or through a third party, to any agency, governing authority, bureau, website, internet address, or any other party, outside of themselves or Greenway, the contracted parties, concerning any issues arising in connection with the contracted moving services provided by {GWVL}, until they have fully participated in the {RMP} and have complied with all of its terms and provisions, to the fullest extent, minimum of 90 days from notification by customer to {GWVL} . This is not intended to prevent such action, but only to allow {GWVL} the opportunity to review and attempt a resolve with the customer in a timely and managed process, without escalation. However, customers' refusal to comply with the provisions of the contracted moving services with {GWVL}, and/or the {RMP} shall constitute a deviation/breach of contract by the customer, and customer agrees that any negative action, as referenced above shall not be commenced, and if any action has occurred, a retraction shall be complete and immediate in compliance with the {RMP} process, until completed. 11. Customers refusal to comply with the terms of the contract including this {RMP}, but not limited too, shall not waive any of Greenways rights to enforce said contract or seek remedies for customer's breach of contract. 12. Customer acknowledges, warrants, and represents that they have been provided the information contained herein, as to the {RMP} and that their voluntary agreement to fully participate, is affirmed, by their entering into a moving services contract with {GWVL}, and that by their signing or their representative, of the electronic signature / Order for Service, Bill of Lading, General Agreement, or other contractual documents, that it is fully understood and acknowledged that this is a contractual agreement between the parties, and will be executed to the fullest extent as specified herein. 13. Customer also acknowledges, that said arbitration provision contained within the Resolution Management Program, may be directed to AMSA in substantial conformity with their policies and guidelines, however recognizing that their arbitration program has certain other mandatory restriction and provisions thereof that differ. Customer shall have total of (9) months to file any and all applicable claims, with Greenway, from the date of their delivery. This program is offered for a mutually beneficial alternative, to the escalation of disputes, or incurring the costs of legal representation.
**************************************************************
From: resolution management program [mailto:resolutionmanagement@greenwayvanlines.com]
Sent: Wednesday, March 04, 2009 3:26 PM
To: OMITTED
Subject: RE: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

GREENWAY VAN LINES
U.S DOT: 1572014ICC MC: 582326 REG#: IM1454
Fully Licensed & Insured
Resolution Management Program

Per our conversation today, I am providing this email with a courtesy copy of the Resolution Management Program. I will checking on the information as to your shipment and the delviery status, asn I will be contacting you as soon as I have the information. Please forward the tracking number for the payment to our offices as discussed , so that I can ensure proper receipt.

Please review below a courtesy copy Resolution Management Program Policy for addressing all of your claims and concerns for your move, as contained on your Bill of Lading Section (6), and provided by our company as part of our Moving Services Contract with you, for your relocation.

As part of our Moving Services Contract, through the Resolution Management Program, we as a standard review all claims and concerns after delivery, has been completed and all requests, per policy will need to be provided to our offices in writing , as outlined, in the Resolution Management Program, for proper documentation, to ensure prompt and proper handling.

Once we have received your information, in our offices, we will review the submitted information and proceed with a refferral to the appropriate department, Resolution Management, Claims, ect. Once your request has been reviewed , a written response will be sent to you, as outlined in the Resolution Management Program to advise you, as to the correct process to proceed concerning your request.

Please contact me directly should you require further assistance

Regards ,
Dave
Resolution Management
Greenway Van Lines
resolutionmanagement@greenwayvanlines.com
Website:http://www.greenwayvanlines.com
Office:1-877-965-7101
Fax:1-877-965-7028

*Please review an additional copy of the information as contained throughout the Order for Service, General Agreement, and the Contract Terms and Conditions on the Bill of Lading paperwork provided to you on the day of your move for your contracted moving services. This contains all the information necessary to properly process your claims for loss or damage or other concerns for your move, through the contracted moving services . *

Resolution Management Program:

Greenway Van Lines, {GWVL}, as part of its moving services contract, has the Resolution Management Program, {RMP} to provide an equitable resolvement to any and all customer concerns that may arise, in connection, with their contracted moving services with {GWVL}. The program terms, provisions and conditions shall be as follows:

1. Customer acknowledges, understands, and agrees that an equitable resolution policy is the best process for resolving any concerns, for their contracted moving services with {GWVL}. 2. Customer fully acknowledges, understands, agrees, as part of entering into a contract for moving services with {GWVL} that they voluntarily consent and agree to full participation in the {RMP} for any and all concerns, claims or complaints, and any resolution thereof. 3. Customer understands, agrees that all concerns, claims, complaints, will be addressed after the delivery. 4. Customer will provide all complaints, concerns, claims, or any communication's regarding considerations, discounts or compensation to our offices in writing, by USPS Certified Mail /return receipt, to Greenway Van Lines Resolution Management Program, 3407 Griffin Road Dania Beach Florida 33312 within (9) months of delivery date. 5. Customer acknowledges that Greenway shall have no less than 30 calendar days from the receipt of said communication to provide a written response. Greenway may at its own discretion respond to and offer said resolution at anytime during the 30 calendar days. 6. Upon customer receiving Greenways response, said customer shall have 30 calendar days to accept or decline said proposed resolution, or propose a counter resolution for Greenways consideration, in writing to Greenway. If customer provides a counter offer, Greenway shall then have, no less than 30 additional days for reconsideration from the receipt of the counter offer to reply. 7. Upon customer's written notification of their decision to accept or decline said resolution, Greenway shall then have 30 calendar days to provide the accepted resolution to the customer or response, or counter offer, if applicable. 8. If customer declines said proposed resolution, at the conclusion of the specified timeframe above, then customer fully agrees and acknowledges, that the next available equitable resolution shall be Non-binding Arbitration between the customer and Greenway, therefore the parties fully agree to submit to the venue, or jurisdiction of Broward County, Florida, which the parties fully agree is an amicable venue for such Non-Binding Arbitration. The parties shall submit in person/or by representation such dispute to a third party arbitrator. The customer acknowledges and agrees that the parties shall each be responsible for 50% of the upfront and total arbitration fee's, and all of their own attorney or representation fees for said arbitration. Customer and Greenway will submit and agree to an arbitrator within 30 calendar days, from the customer's notice of intent to arbitrate. Customer agrees that they will not waive the initial resolution steps in order to go directly to the arbitration provision contained herein. 9. Customer understands, acknowledges, and agrees that as part of entering into a moving services contract with {GWVL} that they fully and voluntarily acknowledge, agree and affirm, that they will not file, submit , draft, reference or make any complaint, disagreement, dispute, comment, verification or any other form or communication either written or verbal, whether direct or indirect, or through a third party, to any agency, governing authority, bureau, website, internet address, or any other party, outside of themselves or Greenway, the contracted parties, concerning any issues arising in connection with the contracted moving services provided by {GWVL}, until they have fully participated in the {RMP} and have complied with all of its terms and provisions, to the fullest extent, minimum of 90 days from notification by customer to {GWVL} . This is not intended to prevent such action, but only to allow {GWVL} the opportunity to review and attempt a resolve with the customer in a timely and managed process, without escalation. However, customers' refusal to comply with the provisions of the contracted moving services with {GWVL}, and/or the {RMP} shall constitute a deviation/breach of contract by the customer, and customer agrees that any negative action, as referenced above shall not be commenced, and if any action has occurred, a retraction shall be complete and immediate in compliance with the {RMP} process, until completed. 11. Customers refusal to comply with the terms of the contract including this {RMP}, but not limited too, shall not waive any of Greenways rights to enforce said contract or seek remedies for customer's breach of contract. 12. Customer acknowledges, warrants, and represents that they have been provided the information contained herein, as to the {RMP} and that their voluntary agreement to fully participate, is affirmed, by their entering into a moving services contract with {GWVL}, and that by their signing or their representative, of the electronic signature / Order for Service, Bill of Lading, General Agreement, or other contractual documents, that it is fully understood and acknowledged that this is a contractual agreement between the parties, and will be executed to the fullest extent as specified herein. 13. Customer also acknowledges, that said arbitration provision contained within the Resolution Management Program, may be directed to AMSA in substantial conformity with their policies and guidelines, however recognizing that their arbitration program has certain other mandatory restriction and provisions thereof that differ. Customer shall have total of (9) months to file any and all applicable claims, with Greenway, from the date of their delivery. This program is offered for a mutually beneficial alternative, to the escalation of disputes, or incurring the costs of legal representation.
***************


I hope that this in some way helps... at least you know that you are not alone, although that makes being ripped off no better.

Hi Laura,

I feel really bad for you, and I don't want to say this, but yes, you got ripped off. We did too.

It wasn't until after Greenway Van Lines had all my stuff loaded onto their truck that I found all the reports online about how other people had been scammed by the company.

Here are some things that might help you:

Greenway has the AMSA logo on their website... they are part of the association. When we got ripped off by the company, we contacted the AMSA. You can contact them here:

American Moving & Storage Association
1611 Duke Street
Alexandria, VA 22314-3406
Phone: (703) 706-4989
Fax: (703) 683-7524
www.promover.org

In communicating with the AMSA, eventually we incited this response:
***********************
Greenway has quite a few complaints with us as well. We can't force a moving company to transport by weight instead of cubic feet. Greenway is currently on probation with us and our disciplinary board will decide what to do with them. Please file your complaint with FMCSA. They are the governing agency for the moving industry. It is not against the law to transport by cubic feet but it is recommended that weight be used for the consumer benefit. If anyone can cite Greenway and make them due the right thing FMCSA can and will but it is important that you file the complaint.

As I told your mother the blogging sites aren't getting much attention in forcing moving companies to do the right thing. What is important is that you file a complaint with the Florida Better Business Bureau, AMSA, and most importantly FMCSA (www.protectyourmove.gov, James Dubose 215-656-7251). We are the ones that really try to assist the consumer in resolving issues and even forcing moving companies to do the right thing.

AMSA has some excellent movers as members. Every now and then a not so good mover will slip through the cracks, but we are doing everything in our power to educate, train, warn, and even dismiss those who refuse to comply.

I am extremely regretful that your moving experience was not a pleasant experience. I will keep you informed as to Greenway's status.
*************************
End email from AMSA

We filed a complaint with the AMSA and the Department of Transportation. Very little was done, but we did not push it to the fullest. We are finishing up our i-dotting and t-crossing now and filing reports with the BBB in Florida, as well as Consumer Affairs. In the meantime we plan to retell our own story vastly on the www. You can read how we got ripped off below in e-mail format (of course that means it goes from the latest date to the earliest date). Of course, the entire line of communication is with the lovely Dave that you have been so blessed to speak with. At this point, we need to get the word out to as many other consumers as possible. Also, the AMSA mentioned contacting legislators. This company is not the only bunk moving company. Apparently there are so many of them that companies like Greenway Van Lines can operate in partnership with one of them, whenever its reputation has been tarnished.

According to what the AMSA told me, there is little they can do besides "to prod", but at the same time they openly tol dme that Greenway was on probation and that they had had numerous complaints about the company. I feel that they can only forgo a few more before the AMSA says that they want nothing to do with them, so if you have the time make sure you call the number I listed above for the AMSA, and try to file a complaint with all the bureaus listed in the AMSA e-mail above. I figured in our case... we may not get our money back... Dave and Greenway can have it... but maybe we can get them to the point that they have little to no customers and go out of business.

Okays begin e-mail from Dave.... but you really should read it from the bottom up...
**************************
GREENWAY VAN LINES
U.S DOT: 1572014 ICC MC: 582326 REG#: IM1454
Fully Licensed & Insured
Resolution Management Program

Please forward me all of those emails from AMSA , that you have.
I have spoken to them, and I have NO knowledge of any such information, neither did Denise when I spoke with her this morning.

I await your response

Please contact me directly should you require further assistance

Regards ,
Dave
Resolution Management
Greenway Van Lines
resolutionmanagement@greenwayvanlines.com
Website:http://www.greenwayvanlines.com
Office:1-877-965-7101
Fax:1-877-965-7028
***************************
From: OMITTED
Sent: Wednesday, March 25, 2009 12:02 PM
To: 'resolution management program '
Cc: OMITTED
Subject: RE: Courtesy Copy of Resolution Management Program to address your concerns for your move

Look buddy,

Everyone knows that your company is not a legitimate company as far as fair business practices go. We've already discussed with most agencies what can be done and not done about what you did to us(ummm. HUGE RIP OFF!).

I don't know what kind of game you are trying here, but you are not intimidating me. Maybe you got away with $1700+ in the scam you pulled on us, and most likely we won't recover any of that, I'VE STATED IN MY LAST E-MAIL THAT THIS IS SOMETHING THAT MY MOTHER AND I ARE PREPARED TO DEAL WITH IF NECESSARY, BUT WE WILL NOT BE SILENT ABOUT YOUR TACTICS! Like I said, our second avenue of recourse in this case is to make sure that at as many consumers looking to move know about your unfair business practices. As far as any harassing nature goes YOU OFFERED US SERVICES, WE HAVE FULL RIGHTS TO COMPLAIN WHEN WE FIND THOSE SERVICES TO BE FAULTY!

There is nothing fraudulent about our claim. And also, please go ahead and forward my e-mails to everyone concerned in the matter, you save me the trouble. As for forwarding my e-mails to OMITTED at AMSA, I am not sure what sort of conversation you have been having with her I have an e-mail that states exactly what I quoted in my last e-mail about your company being on probation and having an awful lot of complaints with the AMSA, from her, so please let's not pretend that there's any question in the legitimacy of the statement.

Clearly , based upon your daughters persistant and determined emails and communications with AMSA, and Greenway, one would only have to conclude that ,clearly she would have conducted herself in the same fashion upon her reading, reviewing, signing and authorizing the services for the move.

It is inappropriate after contracting , agreeing, and authorizing for services to be performed, to make false, misleading, and defamatory statements in an attempt to extort a discount or credit in your attempting to disregard your responsibilities of the contractural agreement.

No sir, like we have been telling you all along, especially the day of the conference call: If I had not felt pressured by the drivers into signing the contracts because all of my stuff was loaded into the truck before we knew you were going to try to rip us off, then I would have never signed a thing! As to your claim that we are making false, misleading and defamatory statements in an attempt to distort or credit that is not true. You cannot even say what it is that we have made false, misleading, or defamatory statements about.

Another note, is that in the age of spelling and grammar check it is very easy to click on the spell check button. Letting these e-mails pass through without any editing only makes it clear of how little importance matters like dispute resolution are to your company.
*********************
From: resolution management program [mailto:resolutionmanagement@greenwayvanlines.com]
Sent: Wednesday, March 25, 2009 8:28 AM
To: OMITTED
Cc: OMITTED
Subject: RE: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

GREENWAY VAN LINES
U.S DOT: 1572014 ICC MC: 582326 REG#: IM1454
Fully Licensed & Insured
Resolution Management Program

I have forwarded your emails to Denise at AMSA, and have discussed in length your claim of AMSA's statements made to you about Greenway.
I have also forwarded your DOT complaint to Denise at AMSA also for her review.
I will also be forwarding all of your emails, as well as all the documents for your move to the DOT in reference to the complaint.
You provided AMSA copies of the documents you are claiming you never received.

In further reference to your move and requests**:

1. Your move as origionally estimated on cubic feet, with an inventory.
2. Your move was not reserved or conducted by weight. This option is availble for you at the time of reserving your move, it would be your choice, as we provide both services.
3. On the day of the move, as you and your daughter have stated repeatedly, you had additional items and services required, therefore a revised FLAT PRICE was offerred by our foreman for the move, and your daughter as your represenative, agreed and authorized these costs and services for the move.
4. You have been provided with all your move documents, and regulatory required materials, which your daughter signed and acknowledged multiple times on the contracts.
5. The Bill of Lading is the last document to be completed with your daughter , by signing at the bottom in the area stating: TO BE SIGNED UPON PICKUP Our foreman ask for this to be signed after the truck is loaded, as the last statement states: ALL OF MY PROPERTY HAS BEEN LOADED ON THE TRUCK AND I AM FULLY SATISFIED WITH THE PICKUP SERVICES TODAY.
It is also stated just above that re-acknowledging that you have received the Rights and Responsibilities, the AMSA Dispute Resolution Brochure, and the information as to the Greenway Van Lines Resolution Management Program.
6. There was no pressure, as the move took several hours, not minuites and all of this information is clearly stated on multiple contractural documents that your daughter signed and authorized. Communication between your daughter, our foreman and yourself was also done, to confirm the costs, before our driver proceeded. We cannot provide services without authorization, of the work to be completed.
7. No objection was made at the time we provided services for all of your move at the agreed FLAT PRICE. All of the objections have been made after the fact. If you or your daughter did not want all of the services, to be preformed, then an objection would have needed to be made then. Our foreman can only provide services authorized.

Clearly , based upon your daughters persistant and determined emails and communications with AMSA, and Greenway, one would only have to conclude that ,clearly she would have conducted herself in the same fashion upon her reading, reviewing, signing and authorizing the services for the move.

It is inappropriate after contracting , agreeing, and authorizing for services to be performed, to make false, misleading, and defamatory statements in an attempt to extort a discount or credit in your attempting to disregard your responsibilities of the contractural agreement.

** If you send in a request per our Resolution Management Program, we will address it accordingly and provide a written response as outlined in the program details.

** If you have claims for damages from your move, we will process accordingly.

Please contact me directly should you require further assistance

Regards ,
Dave
Resolution Management
Greenway Van Lines
resolutionmanagement@greenwayvanlines.com
Website:http://www.greenwayvanlines.com
Office:1-877-965-7101
Fax:1-877-965-7028
************
From: OMITTED
Sent: Wednesday, March 25, 2009 2:32 AM
To: 'resolution management program '
Cc: OMITTED
Subject: RE: Courtesy Copy of Resolution Management Program to address your concerns for your move

Dave,

The request made to your company from the AMSA, was just that a request. A complaint has not yet been filed with them, but one will be. The AMSA directed us to file a complaint with the FMCSA, which we did, and which we will go ahead and update with the e-mail we received from you today. We were also directed by the AMSA to go ahead and file a complaint with the Florida Better Business Bureau, which we will be doing shortly. We will also be filing with the Florida Department of Consumer Affairs, and any other agency that might assist us in recovering the portion of money that your company scammed from us, or at least exposing your scam to any other consumer who may be looking for a moving company at this time or in the future.

It is noted that in all of the communications with agencies that regulate and govern interstate transportation of household goods that your company is less than reputable. The AMSA notified us that your company was on probation with them, and also that Greenway has quite a few complaints with us as well (that is a direct quote). The FMCSA mentioned in a conversation over the phone that we had picked a baaaad company. Please save your scare tactics for people more nave.

We have addressed the following problems with you over the phone:

Your employee, Keren, told my mother that the additional boxes would not incur additional charges because the quote was locked in
Your drivers loaded the truck before providing an amended estimate of the charges for the move
Prior to loading the truck your drivers did not reaffirm the non-bonding estimate, nor did they negotiate a revised written non-binding estimate
Your drivers offered me a blank bill of lading to sign
Your drivers pressured me into signing that I had received a Your rights and responsibilities booklet and the AMSA Dispute Resolution booklet, and when I requested to be provided with one the driver said he would give me one, but then never did
When we approached you directly with these issues, you told us you would get back to us after speaking with the driver, but you never did. Upon our next communication no explanation was provided.

Finally, when we did contact the AMSA and requested their assistance in this matter, you responded to them that you were surprised that we contacted them at all, when in fact we just spoke to you a few days beforehand addressing our concerns and were provided with no resolution. You include information that would make one assume that we had complained about some delay with the delivery of goods. From our conference phone call on Wednesday, March 4, 2009 you know that is not the case.

In addition, you make some false claims in your response that include (but are not limited to):
Upon our foreman's arrival at the pickup it was immediately presented to him that she had approximately 40 additional boxes for the move, above her initial inventory provided --- In fact, my mother presented this information to Keren from your company in the week prior to your drivers' arrival at my apartment. Keren indicated that the estimate was locked in and we had little to worry about.
The foreman after reviewing the additional boxes and the inventory offered her a Flat Price for the move, including the additional and any packing service needed for her items for the move at the Flat Price of $3000 less the $200 she had paid upon reserving for a balance of $2800. (This is one of the longest run on sentences I have ever seen) The daughter agreed to the price and signed off on our Flat Price Settlement Sheet, and the Foreman proceeded with the services. The daughter subsequently then (subsequently and then mean the same thing, you only need to use one of them) contacted the mother who spoke with the foreman, and one of our dispatchers, so that she was clear on the charges, no objection was made at that time, so the foreman proceeded with the services as agreed and authorized. --- This is the most inaccurate portion of your letter. Your drivers did not present me with any revised amount, until after they had loaded ALL of my belongings onto your truck. When the drivers asked me for the money due upon pickup I told them that my mother was paying for this move and that she was in California. The drivers knew that this contract was with my mother at that point. When my mother spoke to the driver over the phone she told him that she did not agree to these charges. The driver told my mother that she would need to discuss this with Keren the next business day, and he took the load without any form of payment.
There's more, but since you refuse to acknowledge any of our issues in your letter to the AMSA, we will go ahead and file our full formal complaint with them.

After reading your most recent response to us, the e-mail below, we're going to assume that we need to print a copy of this e-mail, that includes our complaints, and have it sent to you by certified mail with a return receipt. We will send it out. That will not slow down the complaints filed with agencies that may assist us in getting a resolution from your company. Clarification on a few key points may be necessary with the FMCSA, but your accusation of harassment is a tad bit outrageous. And as far as fraudulence goes, we'll put the ball back in your court on that accusation.

When received as a certified letter with return receipt, this letter may be considered our complaint per your contract for resolution.
*****************
From: resolution management program [mailto:resolutionmanagement@greenwayvanlines.com]
Sent: Tuesday, March 24, 2009 7:11 AM
To: OMITTED
Subject: RE: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

GREENWAY VAN LINES
U.S DOT: 1572014 ICC MC: 582326 REG#: IM1454
Fully Licensed & Insured
Resolution Management Program

The standard process for the review of all moves, is per the Resolution Management Program as contained within your contract with Greenway. {courtesy copy below}{section 6 Bill of Lading}
Any additional or future questions, concerns, ect for your move will need to be addressed in the process, according to contract.
In reference to your move details , please refer to the detailed description as provided for in the AMSA response provided by our company.

However ;
I have received your emails concerning your move, as well as have responded to the AMSA request that was made of us per guidelines, which has been closed.
I have also received the DOT complaint that we will be responding to shortly. I would ask you to review your DOT complaint submission for its accuracy.
In reviewing all the documents you provided directly to AMSA for your submission to them, your complaint to the DOT would be nothing less than harrasing and fraudulent in nature, as all of the information you directly provided to AMSA, you are stating in your DOT complant that you did not receive, is incorrect, as I have copies of all that you directly provided to AMSA.
I will be addressing the fradulent and harrassing nature of this complaint directly with the DOT, and providing all supporting documentation for verification.
This matter will then be forwarded to our Legal Dept for review and proceedings if necessary.

Furthermore, you have been provided a second copy of the books,Your rights and responsibilities, and the AMSA Dispuite Resolution, that I mailed to you personally on my behalf at your request, with your address on the envelope as provided.

Should you require furher clarification, please address your concerns as outlined above and below per the Resolution Management Program.

-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Please review below a courtesy copy Resolution Management Program Policy for addressing all of your claims and concerns for your move, as contained on your Bill of Lading Section (6), and provided by our company as part of our Moving Services Contract with you, for your relocation.

As part of our Moving Services Contract, through the Resolution Management Program, we as a standard review all claims and concerns after delivery, has been completed and all requests, per policy will need to be provided to our offices in writing , as outlined, in the Resolution Management Program, for proper documentation, to ensure prompt and proper handling.

Once we have received your information, in our offices, we will review the submitted information and proceed with a refferral to the appropriate department, Resolution Management, Claims, ect. Once your request has been reviewed , a written response will be sent to you, as outlined in the Resolution Management Program to advise you, as to the correct process to proceed concerning your request.

Please contact me directly should you require further assistance

Regards ,
Dave
Resolution Management
Greenway Van Lines
resolutionmanagement@greenwayvanlines.com
Website:http://www.greenwayvanlines.com
Office:1-877-965-7101
Fax:1-877-965-7028
*Please review an additional copy of the information as contained throughout the Order for Service, General Agreement, and the Contract Terms and Conditions on the Bill of Lading paperwork provided to you on the day of your move for your contracted moving services. This contains all the information necessary to properly process your claims for loss or damage or other concerns for your move, through the contracted moving services . *

Resolution Management Program:
Greenway Van Lines, {GWVL}, as part of its moving services contract, has the Resolution Management Program, {RMP} to provide an equitable resolvement to any and all customer concerns that may arise, in connection, with their contracted moving services with {GWVL}. The program terms, provisions and conditions shall be as follows:
1. Customer acknowledges, understands, and agrees that an equitable resolution policy is the best process for resolving any concerns, for their contracted moving services with {GWVL}. 2. Customer fully acknowledges, understands, agrees, as part of entering into a contract for moving services with {GWVL} that they voluntarily consent and agree to full participation in the {RMP} for any and all concerns, claims or complaints, and any resolution thereof. 3. Customer understands, agrees that all concerns, claims, complaints, will be addressed after the delivery. 4. Customer will provide all complaints, concerns, claims, or any communication's regarding considerations, discounts or compensation to our offices in writing, by USPS Certified Mail /return receipt, to Greenway Van Lines Resolution Management Program, 3407 Griffin Road Dania Beach Florida 33312 within (9) months of delivery date. 5. Customer acknowledges that Greenway shall have no less than 30 calendar days from the receipt of said communication to provide a written response. Greenway may at its own discretion respond to and offer said resolution at anytime during the 30 calendar days. 6. Upon customer receiving Greenways response, said customer shall have 30 calendar days to accept or decline said proposed resolution, or propose a counter resolution for Greenways consideration, in writing to Greenway. If customer provides a counter offer, Greenway shall then have, no less than 30 additional days for reconsideration from the receipt of the counter offer to reply. 7. Upon customer's written notification of their decision to accept or decline said resolution, Greenway shall then have 30 calendar days to provide the accepted resolution to the customer or response, or counter offer, if applicable. 8. If customer declines said proposed resolution, at the conclusion of the specified timeframe above, then customer fully agrees and acknowledges, that the next available equitable resolution shall be Non-binding Arbitration between the customer and Greenway, therefore the parties fully agree to submit to the venue, or jurisdiction of Broward County, Florida, which the parties fully agree is an amicable venue for such Non-Binding Arbitration. The parties shall submit in person/or by representation such dispute to a third party arbitrator. The customer acknowledges and agrees that the parties shall each be responsible for 50% of the upfront and total arbitration fee's, and all of their own attorney or representation fees for said arbitration. Customer and Greenway will submit and agree to an arbitrator within 30 calendar days, from the customer's notice of intent to arbitrate. Customer agrees that they will not waive the initial resolution steps in order to go directly to the arbitration provision contained herein. 9. Customer understands, acknowledges, and agrees that as part of entering into a moving services contract with {GWVL} that they fully and voluntarily acknowledge, agree and affirm, that they will not file, submit , draft, reference or make any complaint, disagreement, dispute, comment, verification or any other form or communication either written or verbal, whether direct or indirect, or through a third party, to any agency, governing authority, bureau, website, internet address, or any other party, outside of themselves or Greenway, the contracted parties, concerning any issues arising in connection with the contracted moving services provided by {GWVL}, until they have fully participated in the {RMP} and have complied with all of its terms and provisions, to the fullest extent, minimum of 90 days from notification by customer to {GWVL} . This is not intended to prevent such action, but only to allow {GWVL} the opportunity to review and attempt a resolve with the customer in a timely and managed process, without escalation. However, customers' refusal to comply with the provisions of the contracted moving services with {GWVL}, and/or the {RMP} shall constitute a deviation/breach of contract by the customer, and customer agrees that any negative action, as referenced above shall not be commenced, and if any action has occurred, a retraction shall be complete and immediate in compliance with the {RMP} process, until completed. 11. Customers refusal to comply with the terms of the contract including this {RMP}, but not limited too, shall not waive any of Greenways rights to enforce said contract or seek remedies for customer's breach of contract. 12. Customer acknowledges, warrants, and represents that they have been provided the information contained herein, as to the {RMP} and that their voluntary agreement to fully participate, is affirmed, by their entering into a moving services contract with {GWVL}, and that by their signing or their representative, of the electronic signature / Order for Service, Bill of Lading, General Agreement, or other contractual documents, that it is fully understood and acknowledged that this is a contractual agreement between the parties, and will be executed to the fullest extent as specified herein. 13. Customer also acknowledges, that said arbitration provision contained within the Resolution Management Program, may be directed to AMSA in substantial conformity with their policies and guidelines, however recognizing that their arbitration program has certain other mandatory restriction and provisions thereof that differ. Customer shall have total of (9) months to file any and all applicable claims, with Greenway, from the date of their delivery. This program is offered for a mutually beneficial alternative, to the escalation of disputes, or incurring the costs of legal representation.
********************
From: OMITTED
Sent: Tuesday, March 24, 2009 2:05 AM
To: resolutionmanagement@greenwayvanlines.com
Subject: FW: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

I sent the following e-mails to you last week. I have had no response to either e-mail. I need a more detailed description of the charges for my move. Please respond. Thank you.
******************
From: OMITTED
Sent: Thursday, March 19, 2009 9:48 PM
To: 'resolutionmanagement@greenwayvanlines.com'
Subject: FW: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

Additionally, we're (my mother and I) both curious why the pamphlets you sent in the mail were posted to and from the same address, being our address.
**************************************************************
From: OMITTED
Sent: Thursday, March 19, 2009 12:06 AM
To: 'resolutionmanagement@greenwayvanlines.com'
Subject: FW: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

Dave,
Please speak to the driver if you must my mother and I have requested a more detailed description of why the cost of my move was increased from $1,200 to $3,000 and were never provided with one. To be as clear as possible and prevent any misunderstandings my count of cubic feet was 400 cf, and that was with 60+ extra cubic feet included for difficult items that may have made it hard to pack. The driver told me that the space needed to transport was 650 cubic feet. When the drivers arrived here in California, I had a good look in the truck at my things, and they did not take up 650 cubic feet. When my mother requested a copy of the weights taken, the drivers said that they don't weigh the load at any time in transport. I imagine this has something with the way your company transports (i.e. cubic feet). We would still like a detailed explanation on the difference of space.
Thank you.

J K
**************************************************************
-----Original Message-----
From: resolution management program [mailto:resolutionmanagement@greenwayvanlines.com]
Sent: Fri 3/13/2009 2:12 PM
To: OMITTED
Subject: FW: Courtesy Copy of Resolution Management Program to address your concerns for your move

GREENWAY VAN LINES
U.S DOT: 1572014ICC MC: 582326 REG#: IM1454
Fully Licensed & Insured
Resolution Management Program

Per your request today, I am forwarding a (2nd) copy of the Resolution Management Program as contained in Section (6) of your Bill of Lading.

I am also per your request today mailing you an additional copy of the AMSA Dispute Program Brochure, as well as the Rights and Responsibilities for your move booklet.

Should you require any additional information, please contact me directly

Dave

Please review below a courtesy copy Resolution Management Program Policy for addressing all of your claims and concerns for your move, as contained on your Bill of Lading Section (6), and provided by our company as part of our Moving Services Contract with you, for your relocation.

As part of our Moving Services Contract, through the Resolution Management Program, we as a standard review all claims and concerns after delivery, has been completed and all requests, per policy will need to be provided to our offices in writing , as outlined, in the Resolution Management Program, for proper documentation, to ensure prompt and proper handling.

Once we have received your information, in our offices, we will review the submitted information and proceed with a refferral to the appropriate department, Resolution Management, Claims, ect. Once your request has been reviewed , a written response will be sent to you, as outlined in the Resolution Management Program to advise you, as to the correct process to proceed concerning your request.

Please contact me directly should you require further assistance

Regards ,
Dave
Resolution Management
Greenway Van Lines
resolutionmanagement@greenwayvanlines.com
Website:http://www.greenwayvanlines.com
Office:1-877-965-7101
Fax:1-877-965-7028

*Please review an additional copy of the information as contained throughout the Order for Service, General Agreement, and the Contract Terms and Conditions on the Bill of Lading paperwork provided to you on the day of your move for your contracted moving services. This contains all the information necessary to properly process your claims for loss or damage or other concerns for your move, through the contracted moving services . *

Resolution Management Program:

Greenway Van Lines, {GWVL}, as part of its moving services contract, has the Resolution Management Program, {RMP} to provide an equitable resolvement to any and all customer concerns that may arise, in connection, with their contracted moving services with {GWVL}. The program terms, provisions and conditions shall be as follows:

1. Customer acknowledges, understands, and agrees that an equitable resolution policy is the best process for resolving any concerns, for their contracted moving services with {GWVL}. 2. Customer fully acknowledges, understands, agrees, as part of entering into a contract for moving services with {GWVL} that they voluntarily consent and agree to full participation in the {RMP} for any and all concerns, claims or complaints, and any resolution thereof. 3. Customer understands, agrees that all concerns, claims, complaints, will be addressed after the delivery. 4. Customer will provide all complaints, concerns, claims, or any communication's regarding considerations, discounts or compensation to our offices in writing, by USPS Certified Mail /return receipt, to Greenway Van Lines Resolution Management Program, 3407 Griffin Road Dania Beach Florida 33312 within (9) months of delivery date. 5. Customer acknowledges that Greenway shall have no less than 30 calendar days from the receipt of said communication to provide a written response. Greenway may at its own discretion respond to and offer said resolution at anytime during the 30 calendar days. 6. Upon customer receiving Greenways response, said customer shall have 30 calendar days to accept or decline said proposed resolution, or propose a counter resolution for Greenways consideration, in writing to Greenway. If customer provides a counter offer, Greenway shall then have, no less than 30 additional days for reconsideration from the receipt of the counter offer to reply. 7. Upon customer's written notification of their decision to accept or decline said resolution, Greenway shall then have 30 calendar days to provide the accepted resolution to the customer or response, or counter offer, if applicable. 8. If customer declines said proposed resolution, at the conclusion of the specified timeframe above, then customer fully agrees and acknowledges, that the next available equitable resolution shall be Non-binding Arbitration between the customer and Greenway, therefore the parties fully agree to submit to the venue, or jurisdiction of Broward County, Florida, which the parties fully agree is an amicable venue for such Non-Binding Arbitration. The parties shall submit in person/or by representation such dispute to a third party arbitrator. The customer acknowledges and agrees that the parties shall each be responsible for 50% of the upfront and total arbitration fee's, and all of their own attorney or representation fees for said arbitration. Customer and Greenway will submit and agree to an arbitrator within 30 calendar days, from the customer's notice of intent to arbitrate. Customer agrees that they will not waive the initial resolution steps in order to go directly to the arbitration provision contained herein. 9. Customer understands, acknowledges, and agrees that as part of entering into a moving services contract with {GWVL} that they fully and voluntarily acknowledge, agree and affirm, that they will not file, submit , draft, reference or make any complaint, disagreement, dispute, comment, verification or any other form or communication either written or verbal, whether direct or indirect, or through a third party, to any agency, governing authority, bureau, website, internet address, or any other party, outside of themselves or Greenway, the contracted parties, concerning any issues arising in connection with the contracted moving services provided by {GWVL}, until they have fully participated in the {RMP} and have complied with all of its terms and provisions, to the fullest extent, minimum of 90 days from notification by customer to {GWVL} . This is not intended to prevent such action, but only to allow {GWVL} the opportunity to review and attempt a resolve with the customer in a timely and managed process, without escalation. However, customers' refusal to comply with the provisions of the contracted moving services with {GWVL}, and/or the {RMP} shall constitute a deviation/breach of contract by the customer, and customer agrees that any negative action, as referenced above shall not be commenced, and if any action has occurred, a retraction shall be complete and immediate in compliance with the {RMP} process, until completed. 11. Customers refusal to comply with the terms of the contract including this {RMP}, but not limited too, shall not waive any of Greenways rights to enforce said contract or seek remedies for customer's breach of contract. 12. Customer acknowledges, warrants, and represents that they have been provided the information contained herein, as to the {RMP} and that their voluntary agreement to fully participate, is affirmed, by their entering into a moving services contract with {GWVL}, and that by their signing or their representative, of the electronic signature / Order for Service, Bill of Lading, General Agreement, or other contractual documents, that it is fully understood and acknowledged that this is a contractual agreement between the parties, and will be executed to the fullest extent as specified herein. 13. Customer also acknowledges, that said arbitration provision contained within the Resolution Management Program, may be directed to AMSA in substantial conformity with their policies and guidelines, however recognizing that their arbitration program has certain other mandatory restriction and provisions thereof that differ. Customer shall have total of (9) months to file any and all applicable claims, with Greenway, from the date of their delivery. This program is offered for a mutually beneficial alternative, to the escalation of disputes, or incurring the costs of legal representation.
**************************************************************
From: resolution management program [mailto:resolutionmanagement@greenwayvanlines.com]
Sent: Wednesday, March 04, 2009 3:26 PM
To: OMITTED
Subject: RE: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

GREENWAY VAN LINES
U.S DOT: 1572014ICC MC: 582326 REG#: IM1454
Fully Licensed & Insured
Resolution Management Program

Per our conversation today, I am providing this email with a courtesy copy of the Resolution Management Program. I will checking on the information as to your shipment and the delviery status, asn I will be contacting you as soon as I have the information. Please forward the tracking number for the payment to our offices as discussed , so that I can ensure proper receipt.

Please review below a courtesy copy Resolution Management Program Policy for addressing all of your claims and concerns for your move, as contained on your Bill of Lading Section (6), and provided by our company as part of our Moving Services Contract with you, for your relocation.

As part of our Moving Services Contract, through the Resolution Management Program, we as a standard review all claims and concerns after delivery, has been completed and all requests, per policy will need to be provided to our offices in writing , as outlined, in the Resolution Management Program, for proper documentation, to ensure prompt and proper handling.

Once we have received your information, in our offices, we will review the submitted information and proceed with a refferral to the appropriate department, Resolution Management, Claims, ect. Once your request has been reviewed , a written response will be sent to you, as outlined in the Resolution Management Program to advise you, as to the correct process to proceed concerning your request.

Please contact me directly should you require further assistance

Regards ,
Dave
Resolution Management
Greenway Van Lines
resolutionmanagement@greenwayvanlines.com
Website:http://www.greenwayvanlines.com
Office:1-877-965-7101
Fax:1-877-965-7028

*Please review an additional copy of the information as contained throughout the Order for Service, General Agreement, and the Contract Terms and Conditions on the Bill of Lading paperwork provided to you on the day of your move for your contracted moving services. This contains all the information necessary to properly process your claims for loss or damage or other concerns for your move, through the contracted moving services . *

Resolution Management Program:

Greenway Van Lines, {GWVL}, as part of its moving services contract, has the Resolution Management Program, {RMP} to provide an equitable resolvement to any and all customer concerns that may arise, in connection, with their contracted moving services with {GWVL}. The program terms, provisions and conditions shall be as follows:

1. Customer acknowledges, understands, and agrees that an equitable resolution policy is the best process for resolving any concerns, for their contracted moving services with {GWVL}. 2. Customer fully acknowledges, understands, agrees, as part of entering into a contract for moving services with {GWVL} that they voluntarily consent and agree to full participation in the {RMP} for any and all concerns, claims or complaints, and any resolution thereof. 3. Customer understands, agrees that all concerns, claims, complaints, will be addressed after the delivery. 4. Customer will provide all complaints, concerns, claims, or any communication's regarding considerations, discounts or compensation to our offices in writing, by USPS Certified Mail /return receipt, to Greenway Van Lines Resolution Management Program, 3407 Griffin Road Dania Beach Florida 33312 within (9) months of delivery date. 5. Customer acknowledges that Greenway shall have no less than 30 calendar days from the receipt of said communication to provide a written response. Greenway may at its own discretion respond to and offer said resolution at anytime during the 30 calendar days. 6. Upon customer receiving Greenways response, said customer shall have 30 calendar days to accept or decline said proposed resolution, or propose a counter resolution for Greenways consideration, in writing to Greenway. If customer provides a counter offer, Greenway shall then have, no less than 30 additional days for reconsideration from the receipt of the counter offer to reply. 7. Upon customer's written notification of their decision to accept or decline said resolution, Greenway shall then have 30 calendar days to provide the accepted resolution to the customer or response, or counter offer, if applicable. 8. If customer declines said proposed resolution, at the conclusion of the specified timeframe above, then customer fully agrees and acknowledges, that the next available equitable resolution shall be Non-binding Arbitration between the customer and Greenway, therefore the parties fully agree to submit to the venue, or jurisdiction of Broward County, Florida, which the parties fully agree is an amicable venue for such Non-Binding Arbitration. The parties shall submit in person/or by representation such dispute to a third party arbitrator. The customer acknowledges and agrees that the parties shall each be responsible for 50% of the upfront and total arbitration fee's, and all of their own attorney or representation fees for said arbitration. Customer and Greenway will submit and agree to an arbitrator within 30 calendar days, from the customer's notice of intent to arbitrate. Customer agrees that they will not waive the initial resolution steps in order to go directly to the arbitration provision contained herein. 9. Customer understands, acknowledges, and agrees that as part of entering into a moving services contract with {GWVL} that they fully and voluntarily acknowledge, agree and affirm, that they will not file, submit , draft, reference or make any complaint, disagreement, dispute, comment, verification or any other form or communication either written or verbal, whether direct or indirect, or through a third party, to any agency, governing authority, bureau, website, internet address, or any other party, outside of themselves or Greenway, the contracted parties, concerning any issues arising in connection with the contracted moving services provided by {GWVL}, until they have fully participated in the {RMP} and have complied with all of its terms and provisions, to the fullest extent, minimum of 90 days from notification by customer to {GWVL} . This is not intended to prevent such action, but only to allow {GWVL} the opportunity to review and attempt a resolve with the customer in a timely and managed process, without escalation. However, customers' refusal to comply with the provisions of the contracted moving services with {GWVL}, and/or the {RMP} shall constitute a deviation/breach of contract by the customer, and customer agrees that any negative action, as referenced above shall not be commenced, and if any action has occurred, a retraction shall be complete and immediate in compliance with the {RMP} process, until completed. 11. Customers refusal to comply with the terms of the contract including this {RMP}, but not limited too, shall not waive any of Greenways rights to enforce said contract or seek remedies for customer's breach of contract. 12. Customer acknowledges, warrants, and represents that they have been provided the information contained herein, as to the {RMP} and that their voluntary agreement to fully participate, is affirmed, by their entering into a moving services contract with {GWVL}, and that by their signing or their representative, of the electronic signature / Order for Service, Bill of Lading, General Agreement, or other contractual documents, that it is fully understood and acknowledged that this is a contractual agreement between the parties, and will be executed to the fullest extent as specified herein. 13. Customer also acknowledges, that said arbitration provision contained within the Resolution Management Program, may be directed to AMSA in substantial conformity with their policies and guidelines, however recognizing that their arbitration program has certain other mandatory restriction and provisions thereof that differ. Customer shall have total of (9) months to file any and all applicable claims, with Greenway, from the date of their delivery. This program is offered for a mutually beneficial alternative, to the escalation of disputes, or incurring the costs of legal representation.
***************


I hope that this in some way helps... at least you know that you are not alone, although that makes being ripped off no better.

Hi Laura,

I feel really bad for you, and I don't want to say this, but yes, you got ripped off. We did too.

It wasn't until after Greenway Van Lines had all my stuff loaded onto their truck that I found all the reports online about how other people had been scammed by the company.

Here are some things that might help you:

Greenway has the AMSA logo on their website... they are part of the association. When we got ripped off by the company, we contacted the AMSA. You can contact them here:

American Moving & Storage Association
1611 Duke Street
Alexandria, VA 22314-3406
Phone: (703) 706-4989
Fax: (703) 683-7524
www.promover.org

In communicating with the AMSA, eventually we incited this response:
***********************
Greenway has quite a few complaints with us as well. We can't force a moving company to transport by weight instead of cubic feet. Greenway is currently on probation with us and our disciplinary board will decide what to do with them. Please file your complaint with FMCSA. They are the governing agency for the moving industry. It is not against the law to transport by cubic feet but it is recommended that weight be used for the consumer benefit. If anyone can cite Greenway and make them due the right thing FMCSA can and will but it is important that you file the complaint.

As I told your mother the blogging sites aren't getting much attention in forcing moving companies to do the right thing. What is important is that you file a complaint with the Florida Better Business Bureau, AMSA, and most importantly FMCSA (www.protectyourmove.gov, James Dubose 215-656-7251). We are the ones that really try to assist the consumer in resolving issues and even forcing moving companies to do the right thing.

AMSA has some excellent movers as members. Every now and then a not so good mover will slip through the cracks, but we are doing everything in our power to educate, train, warn, and even dismiss those who refuse to comply.

I am extremely regretful that your moving experience was not a pleasant experience. I will keep you informed as to Greenway's status.
*************************
End email from AMSA

We filed a complaint with the AMSA and the Department of Transportation. Very little was done, but we did not push it to the fullest. We are finishing up our i-dotting and t-crossing now and filing reports with the BBB in Florida, as well as Consumer Affairs. In the meantime we plan to retell our own story vastly on the www. You can read how we got ripped off below in e-mail format (of course that means it goes from the latest date to the earliest date). Of course, the entire line of communication is with the lovely Dave that you have been so blessed to speak with. At this point, we need to get the word out to as many other consumers as possible. Also, the AMSA mentioned contacting legislators. This company is not the only bunk moving company. Apparently there are so many of them that companies like Greenway Van Lines can operate in partnership with one of them, whenever its reputation has been tarnished.

According to what the AMSA told me, there is little they can do besides "to prod", but at the same time they openly tol dme that Greenway was on probation and that they had had numerous complaints about the company. I feel that they can only forgo a few more before the AMSA says that they want nothing to do with them, so if you have the time make sure you call the number I listed above for the AMSA, and try to file a complaint with all the bureaus listed in the AMSA e-mail above. I figured in our case... we may not get our money back... Dave and Greenway can have it... but maybe we can get them to the point that they have little to no customers and go out of business.

Okays begin e-mail from Dave.... but you really should read it from the bottom up...
**************************
GREENWAY VAN LINES
U.S DOT: 1572014 ICC MC: 582326 REG#: IM1454
Fully Licensed & Insured
Resolution Management Program

Please forward me all of those emails from AMSA , that you have.
I have spoken to them, and I have NO knowledge of any such information, neither did Denise when I spoke with her this morning.

I await your response

Please contact me directly should you require further assistance

Regards ,
Dave
Resolution Management
Greenway Van Lines
resolutionmanagement@greenwayvanlines.com
Website:http://www.greenwayvanlines.com
Office:1-877-965-7101
Fax:1-877-965-7028
***************************
From: OMITTED
Sent: Wednesday, March 25, 2009 12:02 PM
To: 'resolution management program '
Cc: OMITTED
Subject: RE: Courtesy Copy of Resolution Management Program to address your concerns for your move

Look buddy,

Everyone knows that your company is not a legitimate company as far as fair business practices go. We've already discussed with most agencies what can be done and not done about what you did to us(ummm. HUGE RIP OFF!).

I don't know what kind of game you are trying here, but you are not intimidating me. Maybe you got away with $1700+ in the scam you pulled on us, and most likely we won't recover any of that, I'VE STATED IN MY LAST E-MAIL THAT THIS IS SOMETHING THAT MY MOTHER AND I ARE PREPARED TO DEAL WITH IF NECESSARY, BUT WE WILL NOT BE SILENT ABOUT YOUR TACTICS! Like I said, our second avenue of recourse in this case is to make sure that at as many consumers looking to move know about your unfair business practices. As far as any harassing nature goes YOU OFFERED US SERVICES, WE HAVE FULL RIGHTS TO COMPLAIN WHEN WE FIND THOSE SERVICES TO BE FAULTY!

There is nothing fraudulent about our claim. And also, please go ahead and forward my e-mails to everyone concerned in the matter, you save me the trouble. As for forwarding my e-mails to OMITTED at AMSA, I am not sure what sort of conversation you have been having with her I have an e-mail that states exactly what I quoted in my last e-mail about your company being on probation and having an awful lot of complaints with the AMSA, from her, so please let's not pretend that there's any question in the legitimacy of the statement.

Clearly , based upon your daughters persistant and determined emails and communications with AMSA, and Greenway, one would only have to conclude that ,clearly she would have conducted herself in the same fashion upon her reading, reviewing, signing and authorizing the services for the move.

It is inappropriate after contracting , agreeing, and authorizing for services to be performed, to make false, misleading, and defamatory statements in an attempt to extort a discount or credit in your attempting to disregard your responsibilities of the contractural agreement.

No sir, like we have been telling you all along, especially the day of the conference call: If I had not felt pressured by the drivers into signing the contracts because all of my stuff was loaded into the truck before we knew you were going to try to rip us off, then I would have never signed a thing! As to your claim that we are making false, misleading and defamatory statements in an attempt to distort or credit that is not true. You cannot even say what it is that we have made false, misleading, or defamatory statements about.

Another note, is that in the age of spelling and grammar check it is very easy to click on the spell check button. Letting these e-mails pass through without any editing only makes it clear of how little importance matters like dispute resolution are to your company.
*********************
From: resolution management program [mailto:resolutionmanagement@greenwayvanlines.com]
Sent: Wednesday, March 25, 2009 8:28 AM
To: OMITTED
Cc: OMITTED
Subject: RE: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

GREENWAY VAN LINES
U.S DOT: 1572014 ICC MC: 582326 REG#: IM1454
Fully Licensed & Insured
Resolution Management Program

I have forwarded your emails to Denise at AMSA, and have discussed in length your claim of AMSA's statements made to you about Greenway.
I have also forwarded your DOT complaint to Denise at AMSA also for her review.
I will also be forwarding all of your emails, as well as all the documents for your move to the DOT in reference to the complaint.
You provided AMSA copies of the documents you are claiming you never received.

In further reference to your move and requests**:

1. Your move as origionally estimated on cubic feet, with an inventory.
2. Your move was not reserved or conducted by weight. This option is availble for you at the time of reserving your move, it would be your choice, as we provide both services.
3. On the day of the move, as you and your daughter have stated repeatedly, you had additional items and services required, therefore a revised FLAT PRICE was offerred by our foreman for the move, and your daughter as your represenative, agreed and authorized these costs and services for the move.
4. You have been provided with all your move documents, and regulatory required materials, which your daughter signed and acknowledged multiple times on the contracts.
5. The Bill of Lading is the last document to be completed with your daughter , by signing at the bottom in the area stating: TO BE SIGNED UPON PICKUP Our foreman ask for this to be signed after the truck is loaded, as the last statement states: ALL OF MY PROPERTY HAS BEEN LOADED ON THE TRUCK AND I AM FULLY SATISFIED WITH THE PICKUP SERVICES TODAY.
It is also stated just above that re-acknowledging that you have received the Rights and Responsibilities, the AMSA Dispute Resolution Brochure, and the information as to the Greenway Van Lines Resolution Management Program.
6. There was no pressure, as the move took several hours, not minuites and all of this information is clearly stated on multiple contractural documents that your daughter signed and authorized. Communication between your daughter, our foreman and yourself was also done, to confirm the costs, before our driver proceeded. We cannot provide services without authorization, of the work to be completed.
7. No objection was made at the time we provided services for all of your move at the agreed FLAT PRICE. All of the objections have been made after the fact. If you or your daughter did not want all of the services, to be preformed, then an objection would have needed to be made then. Our foreman can only provide services authorized.

Clearly , based upon your daughters persistant and determined emails and communications with AMSA, and Greenway, one would only have to conclude that ,clearly she would have conducted herself in the same fashion upon her reading, reviewing, signing and authorizing the services for the move.

It is inappropriate after contracting , agreeing, and authorizing for services to be performed, to make false, misleading, and defamatory statements in an attempt to extort a discount or credit in your attempting to disregard your responsibilities of the contractural agreement.

** If you send in a request per our Resolution Management Program, we will address it accordingly and provide a written response as outlined in the program details.

** If you have claims for damages from your move, we will process accordingly.

Please contact me directly should you require further assistance

Regards ,
Dave
Resolution Management
Greenway Van Lines
resolutionmanagement@greenwayvanlines.com
Website:http://www.greenwayvanlines.com
Office:1-877-965-7101
Fax:1-877-965-7028
************
From: OMITTED
Sent: Wednesday, March 25, 2009 2:32 AM
To: 'resolution management program '
Cc: OMITTED
Subject: RE: Courtesy Copy of Resolution Management Program to address your concerns for your move

Dave,

The request made to your company from the AMSA, was just that a request. A complaint has not yet been filed with them, but one will be. The AMSA directed us to file a complaint with the FMCSA, which we did, and which we will go ahead and update with the e-mail we received from you today. We were also directed by the AMSA to go ahead and file a complaint with the Florida Better Business Bureau, which we will be doing shortly. We will also be filing with the Florida Department of Consumer Affairs, and any other agency that might assist us in recovering the portion of money that your company scammed from us, or at least exposing your scam to any other consumer who may be looking for a moving company at this time or in the future.

It is noted that in all of the communications with agencies that regulate and govern interstate transportation of household goods that your company is less than reputable. The AMSA notified us that your company was on probation with them, and also that Greenway has quite a few complaints with us as well (that is a direct quote). The FMCSA mentioned in a conversation over the phone that we had picked a baaaad company. Please save your scare tactics for people more nave.

We have addressed the following problems with you over the phone:

Your employee, Keren, told my mother that the additional boxes would not incur additional charges because the quote was locked in
Your drivers loaded the truck before providing an amended estimate of the charges for the move
Prior to loading the truck your drivers did not reaffirm the non-bonding estimate, nor did they negotiate a revised written non-binding estimate
Your drivers offered me a blank bill of lading to sign
Your drivers pressured me into signing that I had received a Your rights and responsibilities booklet and the AMSA Dispute Resolution booklet, and when I requested to be provided with one the driver said he would give me one, but then never did
When we approached you directly with these issues, you told us you would get back to us after speaking with the driver, but you never did. Upon our next communication no explanation was provided.

Finally, when we did contact the AMSA and requested their assistance in this matter, you responded to them that you were surprised that we contacted them at all, when in fact we just spoke to you a few days beforehand addressing our concerns and were provided with no resolution. You include information that would make one assume that we had complained about some delay with the delivery of goods. From our conference phone call on Wednesday, March 4, 2009 you know that is not the case.

In addition, you make some false claims in your response that include (but are not limited to):
Upon our foreman's arrival at the pickup it was immediately presented to him that she had approximately 40 additional boxes for the move, above her initial inventory provided --- In fact, my mother presented this information to Keren from your company in the week prior to your drivers' arrival at my apartment. Keren indicated that the estimate was locked in and we had little to worry about.
The foreman after reviewing the additional boxes and the inventory offered her a Flat Price for the move, including the additional and any packing service needed for her items for the move at the Flat Price of $3000 less the $200 she had paid upon reserving for a balance of $2800. (This is one of the longest run on sentences I have ever seen) The daughter agreed to the price and signed off on our Flat Price Settlement Sheet, and the Foreman proceeded with the services. The daughter subsequently then (subsequently and then mean the same thing, you only need to use one of them) contacted the mother who spoke with the foreman, and one of our dispatchers, so that she was clear on the charges, no objection was made at that time, so the foreman proceeded with the services as agreed and authorized. --- This is the most inaccurate portion of your letter. Your drivers did not present me with any revised amount, until after they had loaded ALL of my belongings onto your truck. When the drivers asked me for the money due upon pickup I told them that my mother was paying for this move and that she was in California. The drivers knew that this contract was with my mother at that point. When my mother spoke to the driver over the phone she told him that she did not agree to these charges. The driver told my mother that she would need to discuss this with Keren the next business day, and he took the load without any form of payment.
There's more, but since you refuse to acknowledge any of our issues in your letter to the AMSA, we will go ahead and file our full formal complaint with them.

After reading your most recent response to us, the e-mail below, we're going to assume that we need to print a copy of this e-mail, that includes our complaints, and have it sent to you by certified mail with a return receipt. We will send it out. That will not slow down the complaints filed with agencies that may assist us in getting a resolution from your company. Clarification on a few key points may be necessary with the FMCSA, but your accusation of harassment is a tad bit outrageous. And as far as fraudulence goes, we'll put the ball back in your court on that accusation.

When received as a certified letter with return receipt, this letter may be considered our complaint per your contract for resolution.
*****************
From: resolution management program [mailto:resolutionmanagement@greenwayvanlines.com]
Sent: Tuesday, March 24, 2009 7:11 AM
To: OMITTED
Subject: RE: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

GREENWAY VAN LINES
U.S DOT: 1572014 ICC MC: 582326 REG#: IM1454
Fully Licensed & Insured
Resolution Management Program

The standard process for the review of all moves, is per the Resolution Management Program as contained within your contract with Greenway. {courtesy copy below}{section 6 Bill of Lading}
Any additional or future questions, concerns, ect for your move will need to be addressed in the process, according to contract.
In reference to your move details , please refer to the detailed description as provided for in the AMSA response provided by our company.

However ;
I have received your emails concerning your move, as well as have responded to the AMSA request that was made of us per guidelines, which has been closed.
I have also received the DOT complaint that we will be responding to shortly. I would ask you to review your DOT complaint submission for its accuracy.
In reviewing all the documents you provided directly to AMSA for your submission to them, your complaint to the DOT would be nothing less than harrasing and fraudulent in nature, as all of the information you directly provided to AMSA, you are stating in your DOT complant that you did not receive, is incorrect, as I have copies of all that you directly provided to AMSA.
I will be addressing the fradulent and harrassing nature of this complaint directly with the DOT, and providing all supporting documentation for verification.
This matter will then be forwarded to our Legal Dept for review and proceedings if necessary.

Furthermore, you have been provided a second copy of the books,Your rights and responsibilities, and the AMSA Dispuite Resolution, that I mailed to you personally on my behalf at your request, with your address on the envelope as provided.

Should you require furher clarification, please address your concerns as outlined above and below per the Resolution Management Program.

-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Please review below a courtesy copy Resolution Management Program Policy for addressing all of your claims and concerns for your move, as contained on your Bill of Lading Section (6), and provided by our company as part of our Moving Services Contract with you, for your relocation.

As part of our Moving Services Contract, through the Resolution Management Program, we as a standard review all claims and concerns after delivery, has been completed and all requests, per policy will need to be provided to our offices in writing , as outlined, in the Resolution Management Program, for proper documentation, to ensure prompt and proper handling.

Once we have received your information, in our offices, we will review the submitted information and proceed with a refferral to the appropriate department, Resolution Management, Claims, ect. Once your request has been reviewed , a written response will be sent to you, as outlined in the Resolution Management Program to advise you, as to the correct process to proceed concerning your request.

Please contact me directly should you require further assistance

Regards ,
Dave
Resolution Management
Greenway Van Lines
resolutionmanagement@greenwayvanlines.com
Website:http://www.greenwayvanlines.com
Office:1-877-965-7101
Fax:1-877-965-7028
*Please review an additional copy of the information as contained throughout the Order for Service, General Agreement, and the Contract Terms and Conditions on the Bill of Lading paperwork provided to you on the day of your move for your contracted moving services. This contains all the information necessary to properly process your claims for loss or damage or other concerns for your move, through the contracted moving services . *

Resolution Management Program:
Greenway Van Lines, {GWVL}, as part of its moving services contract, has the Resolution Management Program, {RMP} to provide an equitable resolvement to any and all customer concerns that may arise, in connection, with their contracted moving services with {GWVL}. The program terms, provisions and conditions shall be as follows:
1. Customer acknowledges, understands, and agrees that an equitable resolution policy is the best process for resolving any concerns, for their contracted moving services with {GWVL}. 2. Customer fully acknowledges, understands, agrees, as part of entering into a contract for moving services with {GWVL} that they voluntarily consent and agree to full participation in the {RMP} for any and all concerns, claims or complaints, and any resolution thereof. 3. Customer understands, agrees that all concerns, claims, complaints, will be addressed after the delivery. 4. Customer will provide all complaints, concerns, claims, or any communication's regarding considerations, discounts or compensation to our offices in writing, by USPS Certified Mail /return receipt, to Greenway Van Lines Resolution Management Program, 3407 Griffin Road Dania Beach Florida 33312 within (9) months of delivery date. 5. Customer acknowledges that Greenway shall have no less than 30 calendar days from the receipt of said communication to provide a written response. Greenway may at its own discretion respond to and offer said resolution at anytime during the 30 calendar days. 6. Upon customer receiving Greenways response, said customer shall have 30 calendar days to accept or decline said proposed resolution, or propose a counter resolution for Greenways consideration, in writing to Greenway. If customer provides a counter offer, Greenway shall then have, no less than 30 additional days for reconsideration from the receipt of the counter offer to reply. 7. Upon customer's written notification of their decision to accept or decline said resolution, Greenway shall then have 30 calendar days to provide the accepted resolution to the customer or response, or counter offer, if applicable. 8. If customer declines said proposed resolution, at the conclusion of the specified timeframe above, then customer fully agrees and acknowledges, that the next available equitable resolution shall be Non-binding Arbitration between the customer and Greenway, therefore the parties fully agree to submit to the venue, or jurisdiction of Broward County, Florida, which the parties fully agree is an amicable venue for such Non-Binding Arbitration. The parties shall submit in person/or by representation such dispute to a third party arbitrator. The customer acknowledges and agrees that the parties shall each be responsible for 50% of the upfront and total arbitration fee's, and all of their own attorney or representation fees for said arbitration. Customer and Greenway will submit and agree to an arbitrator within 30 calendar days, from the customer's notice of intent to arbitrate. Customer agrees that they will not waive the initial resolution steps in order to go directly to the arbitration provision contained herein. 9. Customer understands, acknowledges, and agrees that as part of entering into a moving services contract with {GWVL} that they fully and voluntarily acknowledge, agree and affirm, that they will not file, submit , draft, reference or make any complaint, disagreement, dispute, comment, verification or any other form or communication either written or verbal, whether direct or indirect, or through a third party, to any agency, governing authority, bureau, website, internet address, or any other party, outside of themselves or Greenway, the contracted parties, concerning any issues arising in connection with the contracted moving services provided by {GWVL}, until they have fully participated in the {RMP} and have complied with all of its terms and provisions, to the fullest extent, minimum of 90 days from notification by customer to {GWVL} . This is not intended to prevent such action, but only to allow {GWVL} the opportunity to review and attempt a resolve with the customer in a timely and managed process, without escalation. However, customers' refusal to comply with the provisions of the contracted moving services with {GWVL}, and/or the {RMP} shall constitute a deviation/breach of contract by the customer, and customer agrees that any negative action, as referenced above shall not be commenced, and if any action has occurred, a retraction shall be complete and immediate in compliance with the {RMP} process, until completed. 11. Customers refusal to comply with the terms of the contract including this {RMP}, but not limited too, shall not waive any of Greenways rights to enforce said contract or seek remedies for customer's breach of contract. 12. Customer acknowledges, warrants, and represents that they have been provided the information contained herein, as to the {RMP} and that their voluntary agreement to fully participate, is affirmed, by their entering into a moving services contract with {GWVL}, and that by their signing or their representative, of the electronic signature / Order for Service, Bill of Lading, General Agreement, or other contractual documents, that it is fully understood and acknowledged that this is a contractual agreement between the parties, and will be executed to the fullest extent as specified herein. 13. Customer also acknowledges, that said arbitration provision contained within the Resolution Management Program, may be directed to AMSA in substantial conformity with their policies and guidelines, however recognizing that their arbitration program has certain other mandatory restriction and provisions thereof that differ. Customer shall have total of (9) months to file any and all applicable claims, with Greenway, from the date of their delivery. This program is offered for a mutually beneficial alternative, to the escalation of disputes, or incurring the costs of legal representation.
********************
From: OMITTED
Sent: Tuesday, March 24, 2009 2:05 AM
To: resolutionmanagement@greenwayvanlines.com
Subject: FW: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

I sent the following e-mails to you last week. I have had no response to either e-mail. I need a more detailed description of the charges for my move. Please respond. Thank you.
******************
From: OMITTED
Sent: Thursday, March 19, 2009 9:48 PM
To: 'resolutionmanagement@greenwayvanlines.com'
Subject: FW: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

Additionally, we're (my mother and I) both curious why the pamphlets you sent in the mail were posted to and from the same address, being our address.
**************************************************************
From: OMITTED
Sent: Thursday, March 19, 2009 12:06 AM
To: 'resolutionmanagement@greenwayvanlines.com'
Subject: FW: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

Dave,
Please speak to the driver if you must my mother and I have requested a more detailed description of why the cost of my move was increased from $1,200 to $3,000 and were never provided with one. To be as clear as possible and prevent any misunderstandings my count of cubic feet was 400 cf, and that was with 60+ extra cubic feet included for difficult items that may have made it hard to pack. The driver told me that the space needed to transport was 650 cubic feet. When the drivers arrived here in California, I had a good look in the truck at my things, and they did not take up 650 cubic feet. When my mother requested a copy of the weights taken, the drivers said that they don't weigh the load at any time in transport. I imagine this has something with the way your company transports (i.e. cubic feet). We would still like a detailed explanation on the difference of space.
Thank you.

J K
**************************************************************
-----Original Message-----
From: resolution management program [mailto:resolutionmanagement@greenwayvanlines.com]
Sent: Fri 3/13/2009 2:12 PM
To: OMITTED
Subject: FW: Courtesy Copy of Resolution Management Program to address your concerns for your move

GREENWAY VAN LINES
U.S DOT: 1572014ICC MC: 582326 REG#: IM1454
Fully Licensed & Insured
Resolution Management Program

Per your request today, I am forwarding a (2nd) copy of the Resolution Management Program as contained in Section (6) of your Bill of Lading.

I am also per your request today mailing you an additional copy of the AMSA Dispute Program Brochure, as well as the Rights and Responsibilities for your move booklet.

Should you require any additional information, please contact me directly

Dave

Please review below a courtesy copy Resolution Management Program Policy for addressing all of your claims and concerns for your move, as contained on your Bill of Lading Section (6), and provided by our company as part of our Moving Services Contract with you, for your relocation.

As part of our Moving Services Contract, through the Resolution Management Program, we as a standard review all claims and concerns after delivery, has been completed and all requests, per policy will need to be provided to our offices in writing , as outlined, in the Resolution Management Program, for proper documentation, to ensure prompt and proper handling.

Once we have received your information, in our offices, we will review the submitted information and proceed with a refferral to the appropriate department, Resolution Management, Claims, ect. Once your request has been reviewed , a written response will be sent to you, as outlined in the Resolution Management Program to advise you, as to the correct process to proceed concerning your request.

Please contact me directly should you require further assistance

Regards ,
Dave
Resolution Management
Greenway Van Lines
resolutionmanagement@greenwayvanlines.com
Website:http://www.greenwayvanlines.com
Office:1-877-965-7101
Fax:1-877-965-7028

*Please review an additional copy of the information as contained throughout the Order for Service, General Agreement, and the Contract Terms and Conditions on the Bill of Lading paperwork provided to you on the day of your move for your contracted moving services. This contains all the information necessary to properly process your claims for loss or damage or other concerns for your move, through the contracted moving services . *

Resolution Management Program:

Greenway Van Lines, {GWVL}, as part of its moving services contract, has the Resolution Management Program, {RMP} to provide an equitable resolvement to any and all customer concerns that may arise, in connection, with their contracted moving services with {GWVL}. The program terms, provisions and conditions shall be as follows:

1. Customer acknowledges, understands, and agrees that an equitable resolution policy is the best process for resolving any concerns, for their contracted moving services with {GWVL}. 2. Customer fully acknowledges, understands, agrees, as part of entering into a contract for moving services with {GWVL} that they voluntarily consent and agree to full participation in the {RMP} for any and all concerns, claims or complaints, and any resolution thereof. 3. Customer understands, agrees that all concerns, claims, complaints, will be addressed after the delivery. 4. Customer will provide all complaints, concerns, claims, or any communication's regarding considerations, discounts or compensation to our offices in writing, by USPS Certified Mail /return receipt, to Greenway Van Lines Resolution Management Program, 3407 Griffin Road Dania Beach Florida 33312 within (9) months of delivery date. 5. Customer acknowledges that Greenway shall have no less than 30 calendar days from the receipt of said communication to provide a written response. Greenway may at its own discretion respond to and offer said resolution at anytime during the 30 calendar days. 6. Upon customer receiving Greenways response, said customer shall have 30 calendar days to accept or decline said proposed resolution, or propose a counter resolution for Greenways consideration, in writing to Greenway. If customer provides a counter offer, Greenway shall then have, no less than 30 additional days for reconsideration from the receipt of the counter offer to reply. 7. Upon customer's written notification of their decision to accept or decline said resolution, Greenway shall then have 30 calendar days to provide the accepted resolution to the customer or response, or counter offer, if applicable. 8. If customer declines said proposed resolution, at the conclusion of the specified timeframe above, then customer fully agrees and acknowledges, that the next available equitable resolution shall be Non-binding Arbitration between the customer and Greenway, therefore the parties fully agree to submit to the venue, or jurisdiction of Broward County, Florida, which the parties fully agree is an amicable venue for such Non-Binding Arbitration. The parties shall submit in person/or by representation such dispute to a third party arbitrator. The customer acknowledges and agrees that the parties shall each be responsible for 50% of the upfront and total arbitration fee's, and all of their own attorney or representation fees for said arbitration. Customer and Greenway will submit and agree to an arbitrator within 30 calendar days, from the customer's notice of intent to arbitrate. Customer agrees that they will not waive the initial resolution steps in order to go directly to the arbitration provision contained herein. 9. Customer understands, acknowledges, and agrees that as part of entering into a moving services contract with {GWVL} that they fully and voluntarily acknowledge, agree and affirm, that they will not file, submit , draft, reference or make any complaint, disagreement, dispute, comment, verification or any other form or communication either written or verbal, whether direct or indirect, or through a third party, to any agency, governing authority, bureau, website, internet address, or any other party, outside of themselves or Greenway, the contracted parties, concerning any issues arising in connection with the contracted moving services provided by {GWVL}, until they have fully participated in the {RMP} and have complied with all of its terms and provisions, to the fullest extent, minimum of 90 days from notification by customer to {GWVL} . This is not intended to prevent such action, but only to allow {GWVL} the opportunity to review and attempt a resolve with the customer in a timely and managed process, without escalation. However, customers' refusal to comply with the provisions of the contracted moving services with {GWVL}, and/or the {RMP} shall constitute a deviation/breach of contract by the customer, and customer agrees that any negative action, as referenced above shall not be commenced, and if any action has occurred, a retraction shall be complete and immediate in compliance with the {RMP} process, until completed. 11. Customers refusal to comply with the terms of the contract including this {RMP}, but not limited too, shall not waive any of Greenways rights to enforce said contract or seek remedies for customer's breach of contract. 12. Customer acknowledges, warrants, and represents that they have been provided the information contained herein, as to the {RMP} and that their voluntary agreement to fully participate, is affirmed, by their entering into a moving services contract with {GWVL}, and that by their signing or their representative, of the electronic signature / Order for Service, Bill of Lading, General Agreement, or other contractual documents, that it is fully understood and acknowledged that this is a contractual agreement between the parties, and will be executed to the fullest extent as specified herein. 13. Customer also acknowledges, that said arbitration provision contained within the Resolution Management Program, may be directed to AMSA in substantial conformity with their policies and guidelines, however recognizing that their arbitration program has certain other mandatory restriction and provisions thereof that differ. Customer shall have total of (9) months to file any and all applicable claims, with Greenway, from the date of their delivery. This program is offered for a mutually beneficial alternative, to the escalation of disputes, or incurring the costs of legal representation.
**************************************************************
From: resolution management program [mailto:resolutionmanagement@greenwayvanlines.com]
Sent: Wednesday, March 04, 2009 3:26 PM
To: OMITTED
Subject: RE: Courtesy Copy of Resolution Management Program to address your concerns for your move
Importance: High

GREENWAY VAN LINES
U.S DOT: 1572014ICC MC: 582326 REG#: IM1454
Fully Licensed & Insured
Resolution Management Program

Per our conversation today, I am providing this email with a courtesy copy of the Resolution Management Program. I will checking on the information as to your shipment and the delviery status, asn I will be contacting you as soon as I have the information. Please forward the tracking number for the payment to our offices as discussed , so that I can ensure proper receipt.

Please review below a courtesy copy Resolution Management Program Policy for addressing all of your claims and concerns for your move, as contained on your Bill of Lading Section (6), and provided by our company as part of our Moving Services Contract with you, for your relocation.

As part of our Moving Services Contract, through the Resolution Management Program, we as a standard review all claims and concerns after delivery, has been completed and all requests, per policy will need to be provided to our offices in writing , as outlined, in the Resolution Management Program, for proper documentation, to ensure prompt and proper handling.

Once we have received your information, in our offices, we will review the submitted information and proceed with a refferral to the appropriate department, Resolution Management, Claims, ect. Once your request has been reviewed , a written response will be sent to you, as outlined in the Resolution Management Program to advise you, as to the correct process to proceed concerning your request.

Please contact me directly should you require further assistance

Regards ,
Dave
Resolution Management
Greenway Van Lines
resolutionmanagement@greenwayvanlines.com
Website:http://www.greenwayvanlines.com
Office:1-877-965-7101
Fax:1-877-965-7028

*Please review an additional copy of the information as contained throughout the Order for Service, General Agreement, and the Contract Terms and Conditions on the Bill of Lading paperwork provided to you on the day of your move for your contracted moving services. This contains all the information necessary to properly process your claims for loss or damage or other concerns for your move, through the contracted moving services . *

Resolution Management Program:

Greenway Van Lines, {GWVL}, as part of its moving services contract, has the Resolution Management Program, {RMP} to provide an equitable resolvement to any and all customer concerns that may arise, in connection, with their contracted moving services with {GWVL}. The program terms, provisions and conditions shall be as follows:

1. Customer acknowledges, understands, and agrees that an equitable resolution policy is the best process for resolving any concerns, for their contracted moving services with {GWVL}. 2. Customer fully acknowledges, understands, agrees, as part of entering into a contract for moving services with {GWVL} that they voluntarily consent and agree to full participation in the {RMP} for any and all concerns, claims or complaints, and any resolution thereof. 3. Customer understands, agrees that all concerns, claims, complaints, will be addressed after the delivery. 4. Customer will provide all complaints, concerns, claims, or any communication's regarding considerations, discounts or compensation to our offices in writing, by USPS Certified Mail /return receipt, to Greenway Van Lines Resolution Management Program, 3407 Griffin Road Dania Beach Florida 33312 within (9) months of delivery date. 5. Customer acknowledges that Greenway shall have no less than 30 calendar days from the receipt of said communication to provide a written response. Greenway may at its own discretion respond to and offer said resolution at anytime during the 30 calendar days. 6. Upon customer receiving Greenways response, said customer shall have 30 calendar days to accept or decline said proposed resolution, or propose a counter resolution for Greenways consideration, in writing to Greenway. If customer provides a counter offer, Greenway shall then have, no less than 30 additional days for reconsideration from the receipt of the counter offer to reply. 7. Upon customer's written notification of their decision to accept or decline said resolution, Greenway shall then have 30 calendar days to provide the accepted resolution to the customer or response, or counter offer, if applicable. 8. If customer declines said proposed resolution, at the conclusion of the specified timeframe above, then customer fully agrees and acknowledges, that the next available equitable resolution shall be Non-binding Arbitration between the customer and Greenway, therefore the parties fully agree to submit to the venue, or jurisdiction of Broward County, Florida, which the parties fully agree is an amicable venue for such Non-Binding Arbitration. The parties shall submit in person/or by representation such dispute to a third party arbitrator. The customer acknowledges and agrees that the parties shall each be responsible for 50% of the upfront and total arbitration fee's, and all of their own attorney or representation fees for said arbitration. Customer and Greenway will submit and agree to an arbitrator within 30 calendar days, from the customer's notice of intent to arbitrate. Customer agrees that they will not waive the initial resolution steps in order to go directly to the arbitration provision contained herein. 9. Customer understands, acknowledges, and agrees that as part of entering into a moving services contract with {GWVL} that they fully and voluntarily acknowledge, agree and affirm, that they will not file, submit , draft, reference or make any complaint, disagreement, dispute, comment, verification or any other form or communication either written or verbal, whether direct or indirect, or through a third party, to any agency, governing authority, bureau, website, internet address, or any other party, outside of themselves or Greenway, the contracted parties, concerning any issues arising in connection with the contracted moving services provided by {GWVL}, until they have fully participated in the {RMP} and have complied with all of its terms and provisions, to the fullest extent, minimum of 90 days from notification by customer to {GWVL} . This is not intended to prevent such action, but only to allow {GWVL} the opportunity to review and attempt a resolve with the customer in a timely and managed process, without escalation. However, customers' refusal to comply with the provisions of the contracted moving services with {GWVL}, and/or the {RMP} shall constitute a deviation/breach of contract by the customer, and customer agrees that any negative action, as referenced above shall not be commenced, and if any action has occurred, a retraction shall be complete and immediate in compliance with the {RMP} process, until completed. 11. Customers refusal to comply with the terms of the contract including this {RMP}, but not limited too, shall not waive any of Greenways rights to enforce said contract or seek remedies for customer's breach of contract. 12. Customer acknowledges, warrants, and represents that they have been provided the information contained herein, as to the {RMP} and that their voluntary agreement to fully participate, is affirmed, by their entering into a moving services contract with {GWVL}, and that by their signing or their representative, of the electronic signature / Order for Service, Bill of Lading, General Agreement, or other contractual documents, that it is fully understood and acknowledged that this is a contractual agreement between the parties, and will be executed to the fullest extent as specified herein. 13. Customer also acknowledges, that said arbitration provision contained within the Resolution Management Program, may be directed to AMSA in substantial conformity with their policies and guidelines, however recognizing that their arbitration program has certain other mandatory restriction and provisions thereof that differ. Customer shall have total of (9) months to file any and all applicable claims, with Greenway, from the date of their delivery. This program is offered for a mutually beneficial alternative, to the escalation of disputes, or incurring the costs of legal representation.
***************


I hope that this in some way helps... at least you know that you are not alone, although that makes being ripped off no better.