Complaints

• Initial Complaint

  11/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On approx 10/2/24 I entered into an agreement for the movers to move my dad and I from ****** ** to *******************. I was given an estimate of $5893.41. I provided a deposit of $1532.26. I was to pay another $2947 when they loaded the items and the remainder upon delivery. On 10/22/24 the movers came and loaded up the house. I was present the entire time and saw the movers put my belongings on wooden pallets, wrap them fully in plastic wrap and load them onto the truck. There were amendments to the inventory. More items were removed than were added. I was told that I was going to be charged $7218.60. This was not told to me until the movers already had my belongings, on Oct. 31st. I requested an arrival date on the 25th, 29th (The response was to ask me if I wanted to pay more money) , 30th, and November 2nd. Finally on the 2nd I was informed that my delivery would occur the next morning. On November 3rd, a different truck arrived. The workers had driven the truck from ***********. None of my belongings were palleted anymore and the items had clearly been unpacked. I had to pay the inflated price or i would be denied the delivery. I never signed paperwork agreeing to this amount except the papers i was made to sign after the delivery. Items were damaged and items were missing. The damages appeared as if someone purposely destroyed my belongings. I have asked repeatedly who was handling them where and why. I have not received any answers. I have repeatedly asked for the insurance information. It has not been provided. I have only been given lies and an offer of a couple of hundred dollars. The level of vandalism, neglect and complete loss/theft that has occurred has been ignored. To see my family heirlooms destroyed is heartbreaking. I would much rather know the items were not destroyed and not have them. They will not give me the number for their legal contact or ins. The replacement costs would exceed a full refund.

  

  Business response

  11/18/2024

  To Whom It May Concern,
  We take customer concerns seriously and would like to address the details of your complaint thoroughly. Below is a timeline and explanation of the events as they transpired:
  
  1-Scheduling and Initial Estimate
  The move was scheduled for October 22, 2024, with an initial estimate of ***** cubic feet and a total cost of $5,893.41.
  Pickup Day Inventory Adjustments
  

  2-On the day of pickup, our movers reviewed the inventory list with you to confirm the items to be moved. During this process, you advised us of changes to the inventory. Items were swapped, such as:
  Replacing a wheelbarrow with a wheelchair.
  Replacing a TV with several pictures in a TV box.
  Adding a copier, a vacuum cleaner, a cooler (replacing a microwave oven), a Christmas tree, an additional antique chest, and a duffle bag (replacing a suitcase).
  
  3-Additional items were also included, such as:
  4 wardrobes.
  A large picture box.
  A lawn mower.
  8 large garbage bags.
  
  4-Revised Pricing and Confirmation
  These changes increased the volume of cubic feet to 1179, revising the total price to $7,218.66. This updated pricing was communicated to and confirmed by you prior to loading (see attached text message confirmation).
  A Bill of Lading (BOL) was sent the same day for your review and signature (see attached confirmation).
  
  5- Delivery and Post-Move Concerns
  After delivery, you notified us of damages to glass and small pictures. Upon further discussion, it was confirmed these items were self-packed using non-professional materials, which may have contributed to the damages.
  We promptly offered to assist with reimbursement and advised you to complete unpacking before submitting a comprehensive claim, as claims cannot be amended once submitted.
  Despite our follow-up, we did not receive a response from you (see attached follow-up records).
  A full claim form and guidelines were sent to you for completion.
  
  6- Insurance and Resolution Efforts
  We have always been transparent in our efforts to resolve your concerns, including offering an internal claims process to expedite reimbursement. We encourage you to submit the completed claim form so we can address your concerns promptly.
  We regret the distress this situation has caused and remain committed to resolving your concerns in accordance with industry standards and the agreed terms. Please refer to the attached documents for clarity on the timeline and communications.
  
  Feel free to reach us if you have any questions. 

  Customer response

  11/21/2024

  Complaint: 22559986
  
  I am rejecting this response because:

  Complaint: 22559986
  
  I am rejecting this response because:
  The statements in the response are false and/or misleading. I have attached previous communications with US Prime in support.
  The move date was not provided and I had to ask several times to find out when they would arrive. This was also true of the arrive date. I did not specify any cubic footage. I went through my items and discussed them with "Bill" from the Movers. The list he provided did not include some items and listed other items I do not even own. I contacted **** and told him this. He told me that it will be adjusted on moving day. Some of the items that I did not have to move included a weight bench, luggage, microwave, a coat rack, a TV, a wheel ****** and more. The movers "swapped" items. I did not. I do not agree that an empty cooler is equvilent to a large microwave, for example. The antique chest that is mentioned was a small non-antique replica barely the size of a large handbag. And the movers destroyed it. I would like to know how the cubic feet increased at all and how this was determined. The "updated pricing" was communicated to me after my belongings were loaded and it was sent only after I asked for an inventory list. I only knew that they wanted more money around October 31, 2024. And I responded telling them that it was rediculous. I never signed any agreement to the increased amount. When I asked them when my items would arrive, I was told that I could give them more money it i wanted to get an arrival date. When they did arrive it looked as if someone had taken a baseball ball to the boxes or threw them in anger. Everything had been palleted and wrapped in plastic upon the move out. On arrival, nothing was palleted or wrapped and everything had been moved to a different truck. I asked for claim info and for information about who was handling my items, where they had gone and why anyone was permitted to go through them. I still have not been given a response. The claim form that was given to me, was only sent after I complained to the BBB. The company has never been transparent with me and has told me lie after lie and they continue to do so in their response. I have no objection to filling out the claim form. However, I have no faith that they intend to act ethically or honestly. 

  I want to know where my items were sent, who handled my things and why, the names and contact info of all of the movers both in ****** and in ********. The information about the moving trucks such as license and VIN numbers. 

  
  Thank you for your time and concern.
  
  Regards,
  
  ****** *****

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