Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Boxes smell like wet garbage!!!! My clothes were placed in the boxes with shoes placed on top of them so that they wrinkled really bad!!!! Also damaged my ceiling fan glass bowl!!!! They didnt unwrap all the boxes and said they needed to leave for another job!!! Terrible Service and charged me excessive price to go 25 miles from the original house $4,000 dollars

  Customer response

  01/28/2025

  Originally they were going to charge me $10,000 thinking I was going back to ******** from *******!!! I said that would be a last resort if my house was not approved!!! I always had planned to be in ******* even after my DIVORCE and the sale of my home at ******************************************************************************************************!!! I argued with the driver and told him I was going to give him $3700 dollars before he would even start packing my belonging!!! Im a 100% disabled Veteran and treated me very poorly!!! Thanks ???? for your time and help!!!!

  

  Business response

  01/30/2025

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience. If there is still any challenges after all aspects of the move are addressed, we have a claims process for any and all of our customers that can be done after the move is completed. This claims group is a third party that can review the customers challenges from a neutral point and approach the situation considering all factors. This claims process was offered, and at this time is still available for the customer, but was declined. Also, pictures supporting these challenges the customer has faced have been requested, but are undelivered at this time.
  
  After interviewing all parties involved: pickup crew, storage staff, and delivery team all confirmed none of your items had any wetness of any kind. Everything was assembled and staged as requested at delivery, with no notation of any challenges by crew or customer at delivery. In the interviews the delivery crew mentioned how well everything went and how pleasant the customer was.
  
  In regards to clothing being packed, wardrobe boxes are designed to hang clothes to prevent them from wrinkling and potentially becoming damaged. One way customers can save money on a move is to remove the hanging bar from the wardrobe box and pack the box full of clothes to save on the amount of boxes being moved. At the end of the day, customers only pay for the amount of space utilized on the truck. The price of the move was a concern and packing wardrobe boxes saved the customer space, thus saving them on the total cost of the move.
  
  While discussing these challenges over the phone with the customer. The customer let us know that their biggest challenge was that their move was never going to the correct destination. We informed the customer that after reviewing many recorded calls between the customer and 24/7 representatives, customer signed and approved documents, and a final review with the customer (quality assurance) prior to pickup, the move was initiated, booked, and confirmed with the customer's approval as a long distance move from ******* to ******** multiple times. Customer states it was never their intention to move to ********, and at pickup it was a surprise to the customer. Our team went above and beyond to now completely change this move and accommodate the customer as fast as possible at the pickup location. Everything was handled amicably at pickup and the price of the move was drastically reduced from ~$10,000 to ~$4,000. We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.
  
  
  

  Customer response

  01/30/2025

   
  Complaint: 22866008
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this moving company to transport my household furnishings from ********** to the state of *****. I was initially given an estimate of $$5000. I was later told that I would receive a telephone call for a Q&A, which entailed an employee of the company doing a virtual tour of exactly what I had in the house so yes, I did have more items and was initially on the estimate however, it was extensive the price jump from $5000-$2500. I was a little taken back by that but I still agreed or actually I had no choice to continue because I didnt have the phone call until a couple of days which didnt give me a chance to do anything else later, I received a phone call from their dispatch stating that my inventory would be delivered between Wednesday and Saturday. A couple days after that I received another call from another party specifically from 24 seven telling me that my product has been shipped however they could only ship 90% of my household goods and they wanted me to pay them for 90% and the other 10% they would deliver later , I was totally livid because they went into my container and broke it down and took out. Some items did call me ahead of time. They didnt give me a choice at this point I dont know what theyre going to do with my items they offer a 30 day storage , and I asked him if they were store items until they received all the items and they told me that they couldnt do that. Im filing this complaint because I have never ever heard of a company breaking down your household items and then giving you some of your product and then some later .

  

  Business response

  09/24/2024

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.

  The customer provided the sales representative an inventory list consisting of 96 pieces to transport which was estimated to occupy approximately 866 cu ft of volume in the truck. It states in the Estimate that should the customer add additional items or require additional services which were not listed on the Estimate then the price will increase accordingly.
  
  Our ***************** (**) ***** calls our customers before the move to go over their move requirements and inventory to make sure there are no surprises for the customer and our crew on the day of the move. If we plan and reserve 866 cu ft of volume for the customer's items and they surprise us at the pickup with almost double the volume, we may not be able to accommodate all of their items which results in unhappy customers and frustrated movers. During the ** call the customer requested to move 192 pieces which increased the volume to 1240 cu ft now required to transport the items. They also ordered packing services ($156) for their items. Per federal regulations any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide a new binding estimate which automatically cancels any previous estimates. The customer was provided a new binding estimate during the ** call which included all requested additional services. The customer signed in agreement to the new estimate attesting that she understood that her additional items and services were what caused the increase in price. 
  
  Discount Provided: Per the signed Bill of Lading the customer was provided with a discount in the amount of $1,500 which was deducted from the total move charge.

  09/06/24 On Friday the customer was called to advise that the shipment would be loaded on the truck soon.  Expected delivery was by the end of the week.  
  
  09/09/24 Monday- the customer was called again to advise that the entire shipment could not fit on the truck for the route. Delivery would be a split shipment with the remainder to be delivered at a later time on the next available truck going to ******, *** Estimated 90/10 split. The estimated amount due at delivery of the first truck $3,286.83 and the estimated final amount due at delivery of the second truck was $227.42. The customer was upset and disconnected the call.  
  
  While we apologize for the inconvenience regarding the split delivery, this was a situation beyond our control.  We wanted to deliver as much as possible to the customer instead of making them wait longer for their entire shipment to be delivered as a whole. 

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer response

  09/25/2024

   
  Complaint: 22268643
  
  I am rejecting this response because: The salesperson, ****** ******* walked me through the items, and it was at that time 96 items I provided was for the Funiture. He did suggest 20 boxes would be the average amount for the boxes. I contacted 24/7 after I started packing to inform them, I had close to 70 boxes and also to extend the moving date out until August 29, 2024. That's really here nor there because we did an actual video walk through for every room. In fact, it was at that time I informed 24/7 of the items I would be omitting from the order, such as my refrigerator, stove, twin box spring and mattress. In addition to my omitting items, the movers informed me that the * & A person did not accommodate for some of my belongings. However, my price did not decrease; it increased by $2,499.00. That was the 2nd price increase. I received yet a 3rd increases once the movers came on moving day. On or around 9/12/2024, the dispatcher called to tell me they had 90% of my items and they wanted over $2,000.00 for those items and they would call me later with a day to deliver the other 10% of my items! I ask them to explain how my items got separated in order to get only a few. I reminded them of the fact I was told the company provided a 30-day free storage service to customers. I ask if they would store my items until they received the rest of my items. I was told it could not be done because my items were already in route. I questioned why they did not wait until they had room to ship everything at the same time and why I was informed about the process.  Everything I ask, they told me "You can't" Finally I requested they stop texting me and email me with all of the changes in processes and pricing. Plus, I have not gotten to the part of the items that are missing!!!

  I have additional information I would like to provide. I do not want this claim to expire, so I will submit this portion for now. I have additional estimates to provide for the same job. It just indicates exactly how many different times they went up on the price from the time my items left my house in **********, ********** until the time it reached *****. My balance was suppose to be$2,222.76. However, they wanted $3,000.00 upon delivery. 

  Also, I want to upload the terms and conditions if you have a claim for "MISSING" items. 

   

  MISSING ITEMS

  1) Turbo leaf blower

  2) Leaf Edger

  3) Chainsaw

  4) 40ft aluminum ladder

  5) Canon Printer

   

  
  Sincerely,
  
  ******** *******

• Initial Complaint

  08/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This happened on August *******. They were a moving service who charged me extra fees, resulting in an added cost of $1500, without informing me first, refused to work with me when I was trying to explain that the shuttle charge was not necessary. All of my boxes were damaged. Many of my glass items were broken even though I had bubble wrapped them and padded the boxes with bed linens. The load was picked up on August 2nd by 2 men in a Penske truck, which did not align with what I was told about the company owning all of their trucks. I was treated in a sexist manner by ***, ****, ****, and the man who dropped my belongings off. The man who dropped them off was accusing me of being an emotional woman.

  

  Business response

  08/29/2024

  We would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience. All of our calls are recorded to ensure we are providing the correct information and proper assistance. All of our deliveries are done on a tractor trailer semi-trucks (70ft +). A shuttle service is required when the delivery does not have tractor trailer semi-truck access. The shuttle service was deemed necessary by our driver due to the city streets, the area having no clearance for trucks, and no adequate street access without blocking roads. To give a little more perspective, there was worry from the team that even the shuttle (26ft box truck) would not be able to reach the delivery address without a long carry.
  
  For any and all damages or challenges with a move, we have a claims process with CSIpros that will happily take care of all of the customers' needs. In reference to the Penske truck, all of our 24/7 Logistic Services trucks are constantly in motion all over *****************. We have national accounts with ***** and ****** to ensure we have additional trucks ready to meet the demands of the industry. This is crucial for carriers like 24/7 Logistic Services during moving season.
  
  We are terribly sorry if any communication with anyone at 24/7 Logistic Services was less than satisfactory. As the same with all complaints, we take this topic very seriously and have listened to all of the calls. We understand that a nickname/term of endearment can be taken as unprofessional and we apologize for that taking place. We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer response

  08/30/2024

   
  Complaint: 22178957
  
  I am rejecting this response because: I have followed the claims process that has been stated, but given the businesss previous interactions with me, I do not wish to close this complaint until the claims process is complete. I also disagree with the statement about the 70+ foot truck. My building has a provision for a truck to pull into a semi truck friendly alley which has an exit thought the back and allows access to the loading dock. Regardless of the shuttle service, the comment regarding the long carry was left unaddressed and I was not satisfied with the response to the way I was treated by the driver and ****. As I mentioned before, I measured the steps it would take to get from the back of the truck to my apartment door and there was no way it was over ******************************************************************* calling me an emotional woman and threatening to leave when I asked him to count the number of feet with me. Im shocked that 24/7 Logistics thinks this is appropriate behavior.

  
  Sincerely,
  
  ****************

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed claim 5 months ago for damage to transported goods during our last move. Have tried to call for status and no answer. Today 8/19/2024, called number and number not *********** Just need to know when claim to be settled.

  

  Business response

  08/19/2024

  We would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience. After contacting CSI, we have found that the customer opened an account with CSI 4/9/2024, but has yet to submit a claim. I requested CSI to reach out to the customer today 8/19/2024 to assist with the process. Both our call line and CSI's phone number are in service and working as intended. If the customer requires any additional assistance please reach out to 24/7 Logistic Services. We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer response

  09/04/2024

   
  Complaint: 22162656
  
  I am rejecting this response because:
  I did file a claim via telephone due to the fact that my computer broke during our move. I did forward additional photos via text message as requested. The driver originally sent photos in via his tablet he had.  I was not instructed how to further file any claim without computer access. 
  Sincerely,
  
  *************************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The initial quote for my move was based off of a description of my belongings along with a video walk thru of the house, the quote was $11,900. The price increased 3 times from the initial quote after the non-refundable deposit was paid, and overall was almost double the initial quote.I was told the movers would not be contracted out and that I had full move service. I followed the instructions for preparing and was told things that would not be moved would be food, ammunition and liquids. When the ******* arrived with his crew, I went over the system of what was to be moved and had marked all items not to be moved. I also verbally told them what not to move. Approximately 6 large boxed or marked "not move" items were packed, including unopened food, ammunition, flammable liquids and dirty diapers. When I contacted the company to let them know their movers had packed those items, I was told it was my fault for not inspecting/monitoring their work during the move (keeping in mind, this was their own policy they were not following).When the movers arrived for the delivery (which was 18 days after pick up), I was told the truck could not make the turn onto my street and it would be $1998 (to be paid directly to the driver, although I chose to pay the company) extra. The "professional movers" that delivered the items were two men, a woman who did not know how to use a hand truck (my father showed her) and a 10-year-old child. I was told that I needed to sign the contract that confirmed that all my items arrived undamaged at that time. When I refused, I was intimidated and told I had to sign it right then. It wasn't until I responded that they would have to physically force me to sign I was told it could be signed later.Their customer service was rude, unavailable and I was told if I had a problem I could "file a claim." There was no attempt to correct any error at any point. There were items broken and lost. But mostly, it was the most unprofessional service.

  

  Business response

  08/14/2024

  We would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience. The price of every move is completely related to the amount of cubic feet the items take up on the moving truck. Your first estimate was for a total of 1357 cuft. This was confirmed by both the customer and the representative. During quality assurance it was confirmed that the customer is now brining 1725 cuft, which would increase the price of the move. At the day of pickup, the crew loaded a total of 1991 cuft. At every point items were added and more space was required to service the job. The correct route to fix challenges with the move, would be to go through the claims process. We are terribly sorry if claims with CSI does not feel adequate, but we have claims with CSI pros as they are a business that deals with, specifically: damages, missing, and grievances with moving. They are a neutral party that can better assist customers. A member of management at ********************** has also attempted to reach out to discuss these challenges with the customer, as the customer has not reached out to ********************** since the date of delivery. Again, we apologize for any inconvenience this process may have caused and appreciate the customer's patience and understanding. We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer response

  08/16/2024

   
  Complaint: 22131388
  
  I am rejecting this response because:

  I did attach the emails back and forth in which I discussed my concerns with the representative after our belongings were picked up. I was unable to attach my last response which basically said I would be filing a claim because of their lack of accountability and poor customer service. This was prior to the drop off where the truck driver Incorrectly stated they could not come down my street due to a sign forbidding it (untrue) and that he "was not comfortable. " I've since had two truck drivers tell me it is completely feasible to get down my road. When I called that day, I was rudely told I had the option of having my items placed in storage or pay the money. The driver also made it seem like the only option was to pay him directly, I insisted the money go to the company for easier tracking and not to reward someone directly for lying. 

  No where in the website (as far as i can see) for 24/7 Logistics is there information to file a claim. The only number is for a quote. The "filing a claim" process is not made easily accessible. I did not call the number for a quote to try to get to the complaint department because they had been so difficult with every other interaction. 

  I'm rejecting their response for these reasons. I did let them know I was not satisfied and there was no clear way to file a claim. I tried to get everything unpacked to see how many items were packed that were marked not to be packed, and how many items were broken. But everything was packed in a disorganized fashion and many boxes were mislabeled "garage" so things have not been easy to find. I have 3 small children and it's just time consuming to try to figure out where everything is and put it away. I would have written a complaint earlier but I was trying to have all the information available first. 

  I fail to believe they have a neutral party to resolve their disputes as all other dealings with them have not felt honest at all. 

  Even in their response, they have not given the information on how to file a claim. They also only addressed the price increase. Clearly, I understand that an estimate and actual cubic footage differ. My proposal is they deliberately underestimate so you go with their company, then after you pay a deposit, tell you what it will actually be. And when you pack items that are marked not to move and blame the customer for not paying attention to their movers' ineptitude, that's shady business practices. When every interaction feels condescending and dismissive, it's hard to continue their process for resolution on their terms. 

  
  Sincerely,
  
  ***********************

  

  Business response

  08/23/2024

  To build from the last message, the customer has not reached out to ********************** by phone, text, or email, since prior to the completion of the move. The only communication from the customer since before delivery, has been this complaint. One of our managers has attempted to contact the customer to assist in any and all of challenges with the move, but the calls are unanswered, and voicemails are unreturned. We are sorry that finding the claims information has been a challenge. Claims information can be found on any of your moving documentation, or if those are not handy, by calling customer service and asking for assistance. In the previous message the customer did not state that they needed the claims information, or it would have been provided to them. You can visit csipros.org for all your claim needs.Once you setup an account, you will have a *** from CSI assigned to you to assist you with the process. If additional assistance is still needed, you can always reach out to us here at 24/7 Logistic Services. At this time an email of this information has also been sent to the customer.
  
  Regarding the delivery, it is important to clarify that the street in question is not accessible for semi-trucks. Regardless of signage or not, both turns onto ***************** and ********************* are extremely sharp, and the streets themselves are narrow, which poses significant challenges for larger vehicles.Additionally, there is limited room to maneuver, and the presence of low-hanging communication wires and tree branches further complicates access. Given these conditions, using a shuttle service was necessary to ensure a safe and efficient delivery. We always prioritize the safety of our crew, customer belongings,and the neighborhood first. We fully believe that this was the best course of action given the circumstances.
  
  Again, our customer service team is more than happy to help with any and all challenges any customer has faced with a move. And again, we regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer response

  09/03/2024

   
  Complaint: 22131388
  
  I am rejecting this response because:

  I have decided to file the claim thru the companies third party process. I am awaiting documentation from the company at this time (the delay was my fault, I was trying to avoid using my phone to write everything). So, I'm rejecting their response as it is currently written on here. Which, while professionally written, only explains why they are right on two issues and convienently does not address the rest. I'm not sure how long the process will take with CSIpros to evaluate my claim. Again, it is not yet submitted, but I don't accept the explanation as it's given here. I guess we will see what is determined by the business they use to resolve issues. I'm not particularly hopeful I'll walk away feeling like this was a positive business transaction, but I'll go thru the steps the company has laid out. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We hired 24/7 Logistics Services to move our belongings from ** to **, but the experience was terrible:Some medium and large boxes were lost, along with a couple of umbrellas. Among the boxes, there were some art pieces and an embroidery from our wedding:- 3 Brazilian art pieces (frames)- 1 embroidery art piece (frame)- 1 patio set (1 table and 2 chairs)- 1 Easel - 2 Umbrellas - 1 Step-stool The virtual call with quality assurance representative ****, who was somewhat rude and condescending at the virtual call and emails, even though I made it clear that my English was not good.The movers at the origin were not friendly. While their job is just to load/unload the truck, they ignored our instructions about placing fragile boxes on top of the heavier ones. At the destination, despite the boxes being plastic bins and labeled with their contents, the glassware box was placed underneath two boxes of books. The lid of the box was deformed by the weight. Fortunately, nothing was broken, but it shows a lack of care for our belongings. Everything was labeled, and its common sense where to stack the boxes.The movers at the destination were very kind and respectful. When we confronted them about the missing items, they were professional and guided us on what to do next, as they had loaded everything from the storage where our items were kept. We demand that the missing items be delivered to our home as soon as possible, completing the service we paid for and honoring the trust we placed in the company when we spoke with ***************************, the salesman, since we rejected other companies because ******* promised us excellent service and he was very gentle.

  

  Business response

  08/13/2024

  We would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience. An investigation is still currently underway for all missing items reported by the customer. If any items are not found and are still considered missing, we have a claims process through CSI that can reimburse for those missing items. The customer has filed a claim with CSI, and we believe that is the best option, currently. Our management team is in communications with the customer at this time as well. We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our process in this matter.

  Customer response

  08/19/2024

   
  Complaint: 22099781
  
  I am rejecting this response because the claim is still unresolved. The issue will only be considered resolved when 24/7 Logistics Services, LLC locates and delivers the missing items. Among the lost belongings is an irreplaceable embroidered piece of art from our wedding, which holds significant sentimental value. We urge the company to prioritize the search and ensure that all missing items are promptly returned to us.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I hired 24/7 Logistics to move my household furniture and goods for a 6/15/2024 move. They gave me a price and a lot of false promises. They promised to deliver my goods the following day. I received a phone call from one of their people on June 18 telling me they are holding my goods until my cashiers check deposited. My bank and the U.S. ******************* informed me the check cleared that Tuesday morning (before she even called me). Its been ten days and they continue to lie to me and refuse to speak with my bank and the Treasury. I need my belongings which they hold ******. I do plan to **** This is the most corrupt company I have ever done business with.

  

  Business response

  07/02/2024

  We would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience. All of our calls are recorded to ensure we are providing the correct information and proper assistance. We spoke with the customer and explained that our contract stipulates the accepted methods of payment for pick-up and delivery. We were prepared to ship the items directly, but since the payment was made via a certified check, the funds needed to be verified and released into our account by our bank, not the customer's bank. This information was provided to the customer at pick-up and shortly after pickup by our customer service team. We clarified that while the customer's bank and the U.S. ******************* indicated that the check had cleared, our bank's verification process was still pending at that time. This step ensures that the funds are securely transferred to our account before proceeding with the delivery.
  
  We have also reiterated the reasons behind our payment policies and company procedures. After this explanation, the customer understood the situation. We apologize for any inconvenience this process may have caused and appreciate the customer's patience and understanding. We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

• Initial Complaint

  06/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Business has not attempted to correct this problem of missing items including prescription medications

  

  Business response

  06/04/2024

  We would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience. All of our calls are recorded to ensure we are providing the correct information and proper assistance. Every customer that moves with us receives documentation with a list of items that you should not give any movers, in case there is a delay, damage, or missing items. Prescription medications is on this list.
  
  We received your email on 3/19/2024 at 1:49pm regarding an unsatisfactory move with us. Our customer service associate and management team reached out to you 3 times that same day from 1:50pm - 5:00pm trying to resolve your challenges. After the last attempt at 5:00pm you let us know you would reach out to us at a better time. On 3/22/204 one of our managers reached out to you and you let him know that your daughter would follow up at better time to discuss the challenges with the move. After no response, the same manager reached back out to you on 03/26/2024 asking if you or your daughter would like to discuss the move for resolution. At that time you let us know that you would be taking over again, and your conversation with the manager was actually more on the positive side, and how the positives outweighed the negatives with the move.
  
  We recommended the claims process through CSI multiple times and on 3/26/2024 we informed you that for any further resolution, you would have to go through the claims process with CSI. This was determined the best solution as the investigation for your missing boxes did not yield any items found. Our management team reached out to CSI today 6/4/2024 and it seems you have not started the process. We will send you another link to claims now, in case that would help. We have been extremely attentive and have provided solutions to your challenges since our first attempt at contact.
  
  Again, we are terribly sorry for any inconvenience or challenges you faced with your move. The claims group CSI is ready and willing to assist. We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had this ************** move our furniture on March 19, 2024 Several items on my inventory were not taken so we had to take some rather large items ourselves Upon delivery approximately 12 items were seriously broken. Driver and I took pictures and driver gave me information to file insurance claim. I tried to file claim via phone however they told me I needed to file on line claim. Advised that one of the items damaged was my computer and did not have any other access to file that way. After several calls they did agree to take down my information On April 9, 2024 did give the insurance carrier list of broken and stolen property. Also texted photos to them as well I still have not heard any response. Tried to call the manager of 24/7 Logistics, ***************************, to discuss the delay and he told me he couldnt help me. Also advised moving company of 3 items that were missing once delivery was made and we unpacked all. One item was a DeWalt battery operated drill along with box of drill bits and batter plus the charger. This item was in the garage and my husband was using thisduring the delivery. After the crew left my husband noticed all times were missing. Also missing items included to 10k gold high school class rings. One was my deceased Mothers, the other one was mine.

  

  Business response

  05/29/2024

  We would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.
  Everything at pickup on your itemized inventory was delivered. Of course, if you have any discrepancies, we ask you please contact us and we will be happy to help with any and all challenges. That being said, anything that was not loaded to be delivered or determined to be left at pickup, you were not charged for. Customers only pay for the space that they occupy on the truck.  
  
  We sincerely apologize for any damages that occurred during your move with us. We have customer service standing by and claims to handle any kind of challenges. Anything with your move that you are not satisfied with can be put on a claim for potential reimbursement. Please be aware, all calls with anyone at 24/7 Logistic Services are recorded. I see that you mentioned that CSI (claims group) would not help you as you could not access their online services, and then eventually they did offer assistance. Prior to you reaching out to CSI, when you first spoke on the phone with *****, he let you know that he would reach out to CSI to assist you. He did reach out to CSI and CSI did confirm they would accommodate your need for offline assistance. We are sorry for any inconvenience here, but please be aware it was all done the same day you reached out to us at 24/7 Logistic Services. At that time no missing items were discussed with anyone at 24/7 Logistic Services. 
  
  The next time you spoke with ***** was 5/22/2024, that day you informed ***** that CSI had not reached out to you in some time, and that you were missing a drill, drill bits, and drill battery. ***** let you know that he would immediately launch and investigation for your missing items and updated you as soon as he had any information. ***** also stated that he would reach out to CSI to get in contact with you and update you with where they are at in the process. It is confirmed that he did reach out to CSI the very next call. A few hours later this complaint was posted, now including missing rings that were not mentioned to ***** or anyone at 24/7 Logistic Services. ***** added the rings to the investigation, then reached out to you to make sure this was not posted in error. 
  
  Again, we are terribly sorry for any inconvenience or challenges you faced with your move. The claims group CSI is currently assisting you, as requested, and an investigation for your missing items is underway. We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer response

  05/30/2024

   
  Complaint: 21745137
  
  I am rejecting this response because:
  No response as to tools taken by delivery team.  Also Insurance claim keeps asking for information to be submitted on-line. Two of my 10k gold rings were listed on verbal claim that I had submitted.  My computer was broken in move and no other resources available to send documents requested. 
  Sincerely,
  
  **** And *************************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  4/29/24- Called 24/7 Logistics Services for a move quote. After I gave him my item list he gave me a quote. At that instant I told him I needed to call and get quotes from other companies and he assured me that I wouldn't be able to find a better price and that it would cause me a lot of headache and waste of time if I decide to call around for quotes Ms. ******** for time, I decided to sign with this company. The consultant, ********************* informed me that the required deposit was $745 which I paid on 4/29. He never discussed the cancellation policy which is a very important part of the contract. The only thing he pointed out was where to sign. And he gave me 2 dates of availability and he told me that someone would call me at a later date to confirm the final move date and time. On 4/30 I text ********************* asking him to confirm the move date as I needed this information to provide to the new owners as my house was already sold. He text back immediately and stated "Will do". A few days had passed and I still had no confirmed move date and time. He was aware that I wanted to schedule the move no later than May 8th. On May 2nd, I text ********************* for a move date, I did not get a response from him. I then called the phone number on their website numerous times and and no one answered the phone. At this point I felt like I had been scammed. On May 4th, I text ********************* again for a date and asked him was this a scam. That is when he finally responded and told me that someone from dispatch woyld be calling me. I dod not speak to dispatch until May 6th! After adding items to my list she then gave me a different quote that was $2,000 more than the original quote. At that time I told her I could not afford that and I needed to cancel. On 5/6 I emailed my request to cancel and requested a refund of my deposit. I was told by ******* that the deposit was not going to be refunded and that I should have read my contract! I was never able to confirm a move date! A refund is desired

  

  Business response

  05/14/2024

  Dear *******,
  
  We regret any inconvenience caused by the recent issues surrounding your move with us. We understand that there may have been misunderstandings, and we appreciate the opportunity to clarify the situation.
  
  As part of our standard process, we conduct a quality assurance call to ensure that all details regarding your move are accurate and to confirm the inventory. During this call, you informed us of additional items that were not initially included in the inventory list, which understandably impacted the overall cost of the shipment.
  
  We offered to proceed with the move as originally planned, with no additional cost for the items you added. However, we respect your decision to cancel the move due to budget constraints. We also made multiple attempts to reach out to you on the day of the call to address any concerns or questions you may have had.
  
  Regarding the cancellation policy, we want to reiterate that late cancellations fall under specific terms outlined in our agreement, which you confirmed understanding and agreed to electronically. This policy helps us manage resources effectively and ensure fairness to all our customers. Please note that according to our cancellation policy, moves canceled within 7 business days from the originally scheduled move date are not eligible for a refund.
  
  In an effort to resolve this matter amicably, we offered to reschedule your move at no extra charge, considering the circumstances. We understand your decision to maintain the cancellation, and we will honor our policy by providing a credit for a future move.
  
  Should you decide to proceed with a future move, please don't hesitate to reach out to us. We value your business and aim to provide the best service possible.
  
  Thank you for your understanding.
  
  
  Best regards,

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩