Customer Complaints

file a complaint

Customer Complaints

Federal Motor Carrier Safety Administration 375.209

Our process is simple.  Please call our office, fill out the form, email or fax us.   Your complaint is answered faster if you know:

  • Who: The name of the Shipper (customer)
  • Where: address of the destination of the Shipment
  • When: The date of the shipment
  • What: The items shipped
  • Why: What the complaint is about.

If you have other information like:

  1. bill of lading,
  2. moving estimate
  3. photos
  4. written information
  5. or anything else

It helps to have more information.

+1 (888) 724-6606
Phone 251-216-7200 | Fax 205-539-1033
If you prefer to email please email all the addresses (or just one if it is easier for you)

michael.hoffman@joannasmove.com, jojo@joannasmovers.com, shannon.vignolo@joannasmovers.com

  • If your complaint is insurable, we have insurance and will direct you to our insurance agent for making out a claim (for the appropriate insurance as it applies to your shipment).
  • If your complaint is monetary (you want an adjustment to your invoice), we take the following measures:
    • Examine the paper trail and employment records
    • Review the move with the Drivers and Movers
    • Our policy is to get back to you within 3 business days. Sometimes, if men are on the road, we wait until they settle off the road and have rested before we inquire.

If the complaint has merit and the company pays, then the company bears the cost of investigating the complaint.  If the complaint does not have merit and no action on the part of the company is warranted, then the shipper (customer) pays a $200 administrative fee for the costs of the investigation.

Each complaint (we hope no complaints at all) is kept on a company database.

Notice:

NOTE THAT YOU MAY BE HELD LIABLE FOR DAMAGES, COURT COSTS AND ATTORNEY'S FEES INCURRED BY US IF A FALSE COMPLAINT IS FILED OR YOU PROVIDE FALSE INFORMATION OR MAKE MISREPRESENTATIONS. YOU MAY ALSO BE SUBJECT TO CRIMINAL PROSECUTION FOR PERJURY.

 

 

Other Complaint Information

(a) Any claim for loss, damage, or overcharge shall be in writing no later than thirty (30)  days of delivery date and shall be accompanied by an original paid bill for transportation and original bill of lading or original or combination thereof, if not previously surrendered to the carrier. Carrier may require certified or sworn statement of claim. The claim will be settled within nine (9) months of the date of notification.

(b) The carrier should be immediately notified of all claims for concealed damage and shall be given reasonable opportunity to inspect alleged concealed damage in original package.

(c) The carrier's liability shall not exceed the cost of repairing or replacing the Property lost or damaged with materials of like kind and quality not exceeding the actual cash value of the property at time and place of loss, with due allowance £or depreciation or deterioration how- so ever caused, but in no event to exceed the released value as determined under Item 70.

(d) The carrier shall not be liable for loss or damage occurring after the property has begun delivery to or receipted for by the consignee or shipper, or the authorized agent or either. When the carrier is directed to unload or to deliver property (or render any services) at a place or places at which the consignee or its agent is not present, the property shall be at the risk of the owner before loading.

(e) Where the carrier is directed to load property from (or render any services at) a place or places at which the consignor or its agent is not present, the property shall be at the risk of the owner before loading.

(f) The carrier's liability with regard to sets or matched pieces shall be limited to repair or replacement of the lost or damaged piece or pieces only and shall not extend to repair, replacement or recovering of the entire set, but in no event to exceed the released value as determined under Item 70.