Wednesday, October 23 2013, 11:54 PM MDT
Slow Movers Even Slower to Make it Right
(KUTV) Back in May, after living in Wisconsin for 40 years, Virginia Quayle moved to South Jordan, Utah. To move her 40 years worth of possessions Virginia hired Atlas Van Lines.
"The contract said they should have it here in two weeks," Virginia said.
After two weeks, however, her possessions still hadn't arrived. Virginia waited and waited alone in her barren apartment. Eventually, 17 days past her "agreed upon" deliver window, the moving company finally showed up with her stuff. Virginia says she was furious, but the movers alleviated her anger.
"They said, don't be concerned. We're going to compensate you for that time," Virginia says.
Virginia says she called Atlas Van Lines' corporate offices and filed a claim asking for compensation. None came.
"My calls to them did no good," Virginia said.
Frustrated, Virginia decided to Get Gephardt.
We began investigating, first by trying to clarify whether or not Atlas Van Lines is required to compensate Virginia. On their website Atlas writes, "If you experience delay, damage, or loss, we will resolve the issue swiftly and fairly." The website offers no clarification on what fair-resolution would be. The website does not define how much time Atlas considers to be swift.
An online information packet prepared by Atlas has a specific section titled, "delay claims." But, again, the section does not offer any specific details about an amount of compensation to which a consumer would be entitled for the delays. I simply says details would be spelled out on her "bill of lading," which it is not.
When Get Gephardt contacted Atlas Van Lines on Virginia's behalf a spokesperson told us Virginia is due some money for the delay. The spokesperson wouldn't say how much nor when that surprise amount would be sent. Virginia's "claim settlement...is near completion," was as specific as the spokesperson was.
Virginia is now waiting on Atlas Van Lines, again. This time she waits with a promise that a check will come … eventually.
According to the American Moving and Storing Association, whether or not compensation is owed for a delay depends on a specific word: 'guaranteed.' Unless a consumer has requested guaranteed service, movers are required to transport your shipment within what regulations define as "reasonable dispatch." Basically that means movers don't have to pay for delays as long as they can justify those delays.
By Matt Gephardt
Produced by Michelle Poe
Edited by Aaron Colborn
Photography by Brian Morris
(Copyright 2013 Sinclair Broadcasting Group)