We moved from Caledon, Ontario to Edmonton in early January 2012. After informing ACV of the size of house and the extra items (motorcycles, trailer and shop items), the truck that arrived at our home was too small. They had to get a second truck to complete the move. which couldn't be arranged until the following day. After our belongings were delivered to our new residence in Edmonton, we noticed that various pieces were damaged. ACL were informed of the damages. It is interesting how damage and claim costs can be assessed only by photographs. The repair costs of the damaged items are going to be more than the settlement amount of $440. I will never use or recommend ACL ever again.
- Approximate cost of services:
- $0.00
- Company Response
We were informed by the customer that they have around 6000 lbs which would perfectly fit in a semi-truck which has a capacity of carrying 12.000-13.000 lbs. At the day of the pick-up it appeared that the customer had much more than they have declared so that we had to come with another truck to pick-up the rest of the items. Also we would like to mention that the customer was not charged for this extra truck.
Regarding the claims ; our procedure is to go by pictures as we cannot go to each customers` residence and asses the items, estimating the values of claims by pictures has been an effective way of resolving the claims for years. We would like to draw attention that the compensation amount is calculated by this simple formula: insurance rate * the weight of the damaged item .Thus, pictures are much more than enough to assess the weight of the damaged item. Actually the customer was offered a way higher amount than their estimated standard claim amount to satisfy our customer satisfaction policy. At Across Canada Van Lines , customer satisfaction is our priority , thus we would like ask the customer to contact us again and we will be glad to listen to their complaint and try to find the best solution for them.