"The estimate was based on a previous survey conducted by a local Mayflower agent in CA, as requested by the customer. In our initial conversation, the customer stated no additional items were moving, including a piano, and his home in VA was tractor trailer accessible. The piano was moved which resulted in an additional charge, along with an increase in weight. His home in VA was not tractor trailer accessible. It is at the sole discretion of the driver to identify where his tractor trailer can safely park. The driver determined he couldn't park at the customer's residence safely, so a shuttle service was needed. We provided every service deemed necessary for his move. the customer was informed throughout the process of any changes in the estimate (i.e. the shuttle service). The contract with his employer was non-binding. The weight is estimated as accurately as possible, but is an estimate. As a result of his shipment weighing more than estimated and more services were provided, his charges reflected this. We were in compliance with our agreement with his employer. Ultimately, we honored his estimated price."

"Thank you for providing us with the opportunity to respond to this customer's complaint. We are very sorry he was not satisfied with the settlement we provided him on October 27, 2009 and further explained on November 16, 2009. The customer accepted our settlement and cashed the check we provided to him. Three issues are of concern here: 1. Excess Packing, 2. Not paying a claim on a copy machine, and 3. Not going on the customer's driveway. The customer provided us pictures he believed were excessive packing - placing a cooler and binders in a box. In a professional move with a full pack all items are boxed to avoid damage so they fit in the moving company's trailer. The packing was completed in accordance with the university's agreement with us. The driver makes the decision on whether he can put the truck into the driveway without damaging the property. Providing a shuttle is significantly more work for the movers and they always prefer to put the truck on the driveway unless they are going to cause damage. Finally, the customer submitted a request for reimbursement on the copy machine which he proceeded to have work completed on without an approval from us despite the fact we notified him in advance not to; however, the receipt stated periodic maintenance was required and performed and not repair, so we did not honor the copier claim. We also provided the customer an appeals process when he did not like our settlement. He was fully eligible to pursue arbitration through the American Moving and Storage Association. We provided him with all the contact information to begin this appeals process. He never took any further action until I received this complaint. I regret the customer is not fully satisfied with the settlement. I would be very willing to enter into any further discussion if requested. - John S Phillips, President"