Complaints

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Sought out this company on 4/19/2024. Dealt with a ***********************. At the time he was nice and provided me a quote. He told me he would be with me every step of the way, he took a $2,845. After that I never spoke with him. I had questions about reviewing my list and wanted specific details. Finally on May 11th he texted me that a *************************** would reach out to me. I left her multiple voicemails and emails. Finally I had to call their customer service line and they informed me she has been out of the office dealing with personal problems. She called me on 5/20 and we revised my moving list. The next day we added a few items that cost, $372 and I also paid another, $197 to unmount a TV. We scheduled my pick up for 5/31, I requested a late morning arrival. I was told between *****am, the movers did not arrive until 3:18pm. The lead mover on the job, which he never gave me his name, got out of the truck and was complaining about the heat and the job. He continued to complain about my job and said that I had way more than what was on the list. I pulled up my list which did have everything he was different. He continued to argue with me and said the new estimate was $4,100 more. I was shocked, called ***** she did call me back and argued with him on speaker telling him is list was wrong and I already had paid for specialty items. He signed used foul language and yelled at my mother when she questioned what was taking so long. I did walk them through my master closet and asked them to leave my clothing that was still out alone. I still needed to pack my travel case. They did not finish until 9:48pm, I was told 4 hours. When I went to my closet they had packed my bag, went through my underwear and I was missing some. Very disturbing. Also the contract that they made me sign was not explained at all. So we are without all belongings for 20 days longer than expected. No beds clothing or anything. And they want us to pay more fees.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Scammers.... Paid for my movers what the contract was for $10k in 3 payments. Have all the emails to show the prices. The day of the final delivery the said it would be $1400 more before they unload it. Never got an invoice or receipt. I did not want to pay it nor did I have the money to pay it. But **** the manager was yelling at me and told the driver NOT TO UNLOAD anything AFTER they took my money. They picked up my stuff in *********** on 4-3-2023 and asked when I needed it by.I told them 4-7-2023 or 4-8-2923 at the latest. My stuff was delivered on 4-22-2023. This is all documented in the paperwork. I tried calling and texting and no one responded. They claimed the "extra money" was for the extra work they had to do to get a smaller truck to my new location because *** will not allow big trucks in the area. They knew where I was moving to when I scheduled them a month ago why was this not addressed and added to the contract then so I can make sure I had the funds? They claimed they did not know even though the paperwork states it from the first day of pickup. But they demanded it at the last minute. Cussing at me. Yelling at me. My boyfriend is a disabled veteran and we had a lot of his meds on there and other things he needed. Also I was missing a tv mount valued around $250. My boxes were crushed even though they had fragile written on them. I will be filing reports against this company in every way that I can. Not only were they extorting money but withholding meds from a disabled veteran. How sick and low is that.

  Business response

  05/11/2023

  
  We are responding to this matter regarding interstate moving /transportation services going from ***********, ** over to Bayside, **. that this BBB has forwarded to **. Along with this response we are including a copy of our Binding Moving Estimate that the shipper acknowledges reading and agreeing to its terms and conditions prior to signing on 3/31/2023 @ 03:37:39 PM. There we have highlighted portions of the terms and conditions that are pertinent to this matter. We have highlighted to show that this shipper chose Self-Packservices meaning they packed their own items. Beneath The following services are available for purchase: we have highlighted *************** which describes how those services (if needed) would be charged. Beneath ESTIMATED DELIVERY FRAMES, we have highlighted to show that delivery can take up to 21 business days after the shippers FADD (First Available Delivery Date).  Also,beneath METHOD OF PAYMENT, we have highlighted to show, The remaining delivery balance is due upon delivery, prior to unloading via cash, or postal money order.
  
  Although we honor everyones military service to our country,and especially someone that has been injured during a tour of duty, (thank you,we are grateful for your service), it is pretty disturbing when someone starts off with ******** and uses methods of sensationalizing a matter when filing a complaint.
  
  IVL, (as most companies do) do not charge for a *************** in advance, although it is **, not all areas in ** require a ***************.The shipper was advised 3 days in advance of delivery that a shuttle would be needed, and the cost of that service (as highlighted on the signed estimate that the shipper acknowledges reading and agreeing to). The receipt the shipper says they never received is the signed Interstate Bill of Lading that the shipper signed and that we have also included along with this response where we have highlighted the $1,400 charge for ***************. A *************** is when a tractor/trailer does not have easy in/out access to complete delivery services, therefore, a smaller truck must be rented locally to offload from trailer onto smaller truck to complete delivery.
  
   We have also included the Delivery Form showing that shipper signed on 4/3 and have highlighted to show shipper chose 4/7 as their first date they can accept delivery and have highlighted directly below the shippers date where it shows that a delivery can take up to 21 business days after the shippers first available date. Delivery was copleted on the 10th business day (4/22). Therefore, this was explained not only on the estimate the shipper acknowledges reading and agreeing to prior to signing, but also on the Delivery Form just mentioned.
  
  On the signed estimate that weve included along with this response we have also highlighted Payment Methods that clearly explains; The remaining delivery balance is due upon delivery, prior to unloading via cash, or postal money order. ******* says, Not only were they extorting money but withholding meds from a disabled veteran. How sick and low is that. We are sorry that the shipper packed their meds, (which would be unbeknownst to **), rather than taking them with them on their trip. So, the strong words being used such as scammers and extorting were not necessary, untruthful, and unfounded.
  
  Lastly, regarding the missing TV mount, when the shipper contacted ** regarding a missing TV mount, our *************** Mgr. began a track &search of our warehouse in ** and unable to locate the item, therefore she sent the shipper an email stating so, along with a claim form. Once the shipper submits the claim form our *********** will address at the level of valuation the shipper opted for. Thank you.
  
  
  

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