I contacted the owner of Careful Moving and Storage 3 months to establish a moving date with them of June 28. [redacted] never communicated with me, gave me no contract, I had to constantly call him to confirm that we were on schedule for the move. When I spoke with him, he always said yes we are scheduled for June 28. On June 28 he told me he had scheduling problems, and would I be OK if he picked everything up the next day and that he would still get everything up to me in Idaho on the day we scheduled June 30, and I agreed to the arrangement. Well that did not happen, he did not arrive at my house until July 2. And when he arrived he only had 2/3 of my belongings. All my kitchen stuff was left in Santa Rosa, my towels and sheets for bedrooms, my lawn mower, my vacuum, etc.etc. I had to go and purchase all of these things. One of his employees who drove the moving van wrote on my bill of lading that the rest of my belongings would arrive July 7,2016 , in a week. Well he called and yelled at me first saying he couldn't get everything on the van.. He had come out and looked at my stuff and told me he would need a large truck and trailer and would not be able to get it into the storage place where my things were stored, and that he would have to get a smaller truck to move it out and then put it on the truck. Well that did not happen, the women who runs the storage unit called me personally and conveyed what a terrible job they were doing and that they had a young boy with them about 10/11 years old sitting in the hot truck, it was around 100 degrees that day. They broke an 1800's antique rocker of my aunts, and then screwed the dowels together, and then denied they did that, [redacted] again yelled at me. I requested of [redacted] to bring up the rest of my belonging that next week, and he said he had a truck going to Oregon for a move and he would put the rest of my stuff on that load, not until June 28.. There was nothing I could do. I did call an attorney, and the sheriff in Sonoma County, and they said they would go out and talk to him, but I did not call them back to follow thru because [redacted] said he would deliver on June 28. Most of my furniture is damaged in some way, I don't believe I received everything, I am missing some of my crystal, the moving company will not take any responsibility for their actions, or even apologies for the inconvenience they caused. [redacted] is a very unethical person and business owner, I was treated very very poorly. He had no respect for me or for the belongings he was packing. I am writing this so no other one has to go through this grief and upheaval I have had to, moving is stressful enough without having to deal with a company that is abusive. I highly reccommend not using this moving company ever ,if you care about yourself and your household belongings.
Initial Business Response /* (1000, 8, 2015/01/06) */
Initial Consumer Rebuttal /* (3000, 10, 2015/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
January 7th,
To Careful Moving & Storage,
From: *** ***
Re: your
response to my complaint
To Whom It May Concern:
First off, the statements in your letter to me are falseI was not given the opportunity to do a "thorough" walk throughThey hurried outThe couple of things that I did point out were brushed off with a statement that my deductible was too high and that nothing would be covered under insurance
You also stated that the items in boxes were not your responsibilityYou moved then, therefore they were your responsibilityIf they were not, then you should not have requested me to purchase additional insuranceI was also lied to about boxing my television, mirrors, and mattressesI requested them to be boxed and was told multiple times that they would beThey were notI suppose this is another way to waive responsibility
There was a great deal of damageMore then I have ever had with any previous movers and I have moved quit a few timesI could list the damage and how much it has already cost me, but I know it would be fruitless as your company is unprofessional and dishonest
But you miss the whole point of my complaint and so therefore, I would like to also remind you Careful Moving, that yes indeed insurance fraud is illegalMy complaint is that the driver took off with my belongings and left me no paperwork or insurance contract for the insurance that I purchasedIt is illegal to sell insurance without providing a written contract
I called multiple times to request someone bring me my paperworkI got through to *** only once and was told they wouldNo one of course ever didAfter that call no one answered and the phone message center was always "full"*** did not respond to my emails either
I heard back from the driver late Saturday, when I was already half way to Surprise ArizonaHe said he was still in Santa Rosa and getting ready to take off on the tripWhich begs the question, how the heck did he get miles in that amount of timeThe only way that could have occurred is if he drove exceedingly fastThis may explain all the damage to my belongingsHe said he had the paperwork and would give it to me when upon arrival at the destinationHow convenient for the company
Upon arrival they would not unload my belonging until I paid in full and this included paying for insurance AFTER the factMy complaint is that you legally cannot charge me for insurance because you did not provide me with a written contract before hand and then hold my belongings hostage until paid forThere for I am not asking for reimbursement of the damage of my things; which is far beyond the deductible amount, but requesting you reimburse me for the insurance; which the company had no intention of honoring
Sincerely,
*** ***, D.C
Final Business Response /* (1000, 12, 2015/01/12) */
Final Consumer Response /* (3000, 14, 2015/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes this is a copy of the paperwork that I was given when they unloaded my belongings in Surprise ArizonaI was not given copies of this in Santa Rosa, CaThe driver told me to sign with the 11-28-because that was the date they loaded the truckMy sister can testify that he asked me to put that dateAgain, this was before he would unload my belonginsI can now see that this also is a deceptive pratice
*** ***
Initial Business Response /* (1000, 13, 2015/07/16) */
We are looking into this matter and will have a response next week.
Thanks,
[redacted]
Initial Consumer Rebuttal /* (3000, 16, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the...
business.)
Awaiting company's response.
Addendum to the complaint: On my initial contacts with [redacted], I asked on two occasions that I wanted an onsite estimate, he repeatedly refused stating "It was not necessary, we don't do this for local moves"" On the day of the pick up the mutually agreed time was 3 pm, on 5/30/15. The movers arrived at 5:30 pm. Business did not reach out to me that they to notify me that they'll be late. I attempted several time to reach the business,left massages no return call. At 5:30 [redacted] called back. I expressed concern regarding being late two and half hour, At this time [redacted] started yelling and cursing on the phone telling me that "You can call somebody else or you can move yourself" On the day of the initial move 5/30/15 one of the movers ([redacted]) was on a private phone call throughout the move When I objected he stated "There is 3 of us we should be ok, not to worry". Too much time was wasted standing outside by the truck Chatting and taking smoke breaks. This was on "My time" since they were being paid an hourly rate. The next day [redacted] was notified of the situation and was asked not to send [redacted] and [redacted] back for the 2nd move, his response was "They are my best movers" On 6/4/15 the day of the second move to the new residence again, one of the movers named ([redacted])was on private call during the move. I told him "Is this customary with your company to be on a private phone call during a move" No response.
Final Business Response /* (4000, 19, 2015/08/04) */
In regards to Ms. [redacted]'s complaint, we had offered an estimate and was told she didn't have much stuff. She thought it would only take 2 hours. We ended up loading a full 26ft. truck for her as well as storing it for 3 days until she was ready for delivery. She acknowledged pieces that were already damaged before our loading them. We also let her know she would be charged for the time it took the men, she believed she should only pay for 2 hours. There were multiple conversations with Ms. [redacted] regarding the extra time it was taking since she had way more stuff than she claimed over the phone. As for damage she is saying our movers caused, [redacted] did go to meet Ms. [redacted], on his own time even to fix the damage she claimed occurred, and she had him fixing things that were previously damaged items, none of it was our damage. We also did not charge Ms. [redacted] for the full cost of the move as she became quite verbally aggressive with us, and we did almost recommend she find another moving company, however we like challenges and satisfied customers so we did our best to accommodate her even though our movers were not treated nicely.
Final Consumer Response /* (4200, 23, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I strongly disagree with the company's response . Their response is far from the truth. I am requesting any proof or a signed statement that the company would have obtained indicating that I had acknowledged the damages prior to the move. The move would have taken much less time if so much time was not wasted by the moving crew. One member of the crew was on the phone throughout the move, and the crew taking several smoke breaks. I requested to have an onsite estimate and was told by [redacted] "We don't give onsite estimate for local move" No one from the company returned my calls regarding the damages or came in person to take care of the damages caused during the move. I was also charged for the full amount, for an additional mover which was not in our agreement and was sent. According to the movers, The 3rd mover was sent because they were late by 2.5 hours. I am requesting replacement of the damaged items mentioned previously or repair of the items to their original state.
.
Initial Business Response /* (4000, 22, 2014/08/25) */
In response to Mr. [redacted]'s complaint: We would like to point out again that originally Mr. [redacted] move was estimated at nearly $3,000. However due to Mr. [redacted] changing the moving circumstances many more man hours and materials...
were added on. We charge by the hour and for the cost of materials. As we pointed out before, his job exceeded $6,500. Knowing the [redacted]'s had only budgeted money for the move, we deducted $2,500 off the total. In addition, the reduction in price we gave him was with a verbal agreement between him and Careful Moving that he would be using us for his next move.
Sincerely,
[redacted] and [redacted]
Final Consumer Response /* (3000, 12, 2014/04/29) */
On 3/25/13 Don [redacted], representing Careful Moving & Storage gave me a bid of $2,874.48 to move our goods from [redacted] to [redacted], Ca. The bid clearly shows 26 cartons included with a statement written by Mr [redacted] "No surcharges,, gas or carton fees". At any rate I should have received a "change notice" when packers realized they were over the 26 cartons allotted in the estimate. (A change notice is required to change pricing). No change order was ever received. Mr. [redacted]'s statement that I received notice of extra costs at all times is pure fabrication and falsehood. I only received notice of an increase of close to $1200 after goods were delivered to the move destination and before unloading. Mr. [redacted]'s statement that he was aware of one damaged piece, a dining table was correct at the time. However, on 1/7/14 and after unpacking all of our possesions and a review of the inventory list a certified letter was sent to Careful Moving & Storage showing a complete list of several items missing and or damaged valued at close to $5,000. A return recipt acknowledging their awarness of these items was recived 1/13/14. We have not heard back regarding those items. Included in that list was a 9 X 12 antique handwoven persian carpet, a family heirloom handed down in our family for two generations. Prior to and during the move I purchased not one but two additional $20,000 insurance policies to protect against possible losses. I have never received a copy of coverage or claim forms from those policies after numerous requests to Mr. [redacted]. To resolve this matter and avoid further actions with the PUC and or court action I will settle for a $2500 settlement from Careful Moving and Storage. The $2500 only represents a fraction of the damages, losses and grief we have experienced over the last year. I will supply records, copies of emails and other documentation as required to support this claim.
I contacted the owner of Careful Moving and Storage 3 months to establish a moving date with them of June 28. [redacted] never communicated with me, gave me no contract, I had to constantly call him to confirm that we were on schedule for the move. When I spoke with him, he always said yes we are scheduled for June 28. On June 28 he told me he had scheduling problems, and would I be OK if he picked everything up the next day and that he would still get everything up to me in Idaho on the day we scheduled June 30, and I agreed to the arrangement. Well that did not happen, he did not arrive at my house until July 2. And when he arrived he only had 2/3 of my belongings. All my kitchen stuff was left in Santa Rosa, my towels and sheets for bedrooms, my lawn mower, my vacuum, etc.etc. I had to go and purchase all of these things. One of his employees who drove the moving van wrote on my bill of lading that the rest of my belongings would arrive July 7,2016 , in a week. Well he called and yelled at me first saying he couldn't get everything on the van.. He had come out and looked at my stuff and told me he would need a large truck and trailer and would not be able to get it into the storage place where my things were stored, and that he would have to get a smaller truck to move it out and then put it on the truck. Well that did not happen, the women who runs the storage unit called me personally and conveyed what a terrible job they were doing and that they had a young boy with them about 10/11 years old sitting in the hot truck, it was around 100 degrees that day.
They broke an 1800's antique rocker of my aunts, and then screwed the dowels together, and then denied they did that, [redacted] again yelled at me. I requested of [redacted] to bring up the rest of my belonging that next week, and he said he had a truck going to Oregon for a move and he would put the rest of my stuff on that load, not until June 28.. There was nothing I could do. I did call an attorney, and the sheriff in Sonoma County, and they said they would go out and talk to him, but I did not call them back to follow thru because [redacted] said he would deliver on June 28. Most of my furniture is damaged in some way, I don't believe I received everything, I am missing some of my crystal, the moving company will not take any responsibility for their actions, or even apologies for the inconvenience they caused. [redacted] is a very unethical person and business owner, I was treated very very poorly. He had no respect for me or for the belongings he was packing. I am writing this so no other one has to go through this grief and upheaval I have had to, moving is stressful enough without having to deal with a company that is abusive. I highly reccommend not using this moving company ever ,if you care about yourself and your household belongings.
I contacted the owner of Careful Moving and Storage 3 months to establish a moving date with them of June 28. [redacted] never communicated with me, gave me no contract, I had to constantly call him to confirm that we were on schedule for the move. When I spoke with him, he always said yes we are scheduled for June 28. On June 28 he told me he had scheduling problems, and would I be OK if he picked everything up the next day and that he would still get everything up to me in Idaho on the day we scheduled June 30, and I agreed to the arrangement. Well that did not happen, he did not arrive at my house until July 2. And when he arrived he only had 2/3 of my belongings. All my kitchen stuff was left in Santa Rosa, my towels and sheets for bedrooms, my lawn mower, my vacuum, etc.etc. I had to go and purchase all of these things. One of his employees who drove the moving van wrote on my bill of lading that the rest of my belongings would arrive July 7,2016 , in a week. Well he called and yelled at me first saying he couldn't get everything on the van.. He had come out and looked at my stuff and told me he would need a large truck and trailer and would not be able to get it into the storage place where my things were stored, and that he would have to get a smaller truck to move it out and then put it on the truck. Well that did not happen, the women who runs the storage unit called me personally and conveyed what a terrible job they were doing and that they had a young boy with them about 10/11 years old sitting in the hot truck, it was around 100 degrees that day. They broke an 1800's antique rocker of my aunts, and then screwed the dowels together, and then denied they did that, [redacted] again yelled at me. I requested of [redacted] to bring up the rest of my belonging that next week, and he said he had a truck going to Oregon for a move and he would put the rest of my stuff on that load, not until June 28.. There was nothing I could do. I did call an attorney, and the sheriff in Sonoma County, and they said they would go out and talk to him, but I did not call them back to follow thru because [redacted] said he would deliver on June 28. Most of my furniture is damaged in some way, I don't believe I received everything, I am missing some of my crystal, the moving company will not take any responsibility for their actions, or even apologies for the inconvenience they caused. [redacted] is a very unethical person and business owner, I was treated very very poorly. He had no respect for me or for the belongings he was packing. I am writing this so no other one has to go through this grief and upheaval I have had to, moving is stressful enough without having to deal with a company that is abusive. I highly reccommend not using this moving company ever ,if you care about yourself and your household belongings.
Initial Business Response /* (1000, 8, 2015/01/06) */
Initial Consumer Rebuttal /* (3000, 10, 2015/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
January 7th,
To Careful Moving & Storage,
From: *** ***
Re: your
response to my complaint
To Whom It May Concern:
First off, the statements in your letter to me are falseI was not given the opportunity to do a "thorough" walk throughThey hurried outThe couple of things that I did point out were brushed off with a statement that my deductible was too high and that nothing would be covered under insurance
You also stated that the items in boxes were not your responsibilityYou moved then, therefore they were your responsibilityIf they were not, then you should not have requested me to purchase additional insuranceI was also lied to about boxing my television, mirrors, and mattressesI requested them to be boxed and was told multiple times that they would beThey were notI suppose this is another way to waive responsibility
There was a great deal of damageMore then I have ever had with any previous movers and I have moved quit a few timesI could list the damage and how much it has already cost me, but I know it would be fruitless as your company is unprofessional and dishonest
But you miss the whole point of my complaint and so therefore, I would like to also remind you Careful Moving, that yes indeed insurance fraud is illegalMy complaint is that the driver took off with my belongings and left me no paperwork or insurance contract for the insurance that I purchasedIt is illegal to sell insurance without providing a written contract
I called multiple times to request someone bring me my paperworkI got through to *** only once and was told they wouldNo one of course ever didAfter that call no one answered and the phone message center was always "full"*** did not respond to my emails either
I heard back from the driver late Saturday, when I was already half way to Surprise ArizonaHe said he was still in Santa Rosa and getting ready to take off on the tripWhich begs the question, how the heck did he get miles in that amount of timeThe only way that could have occurred is if he drove exceedingly fastThis may explain all the damage to my belongingsHe said he had the paperwork and would give it to me when upon arrival at the destinationHow convenient for the company
Upon arrival they would not unload my belonging until I paid in full and this included paying for insurance AFTER the factMy complaint is that you legally cannot charge me for insurance because you did not provide me with a written contract before hand and then hold my belongings hostage until paid forThere for I am not asking for reimbursement of the damage of my things; which is far beyond the deductible amount, but requesting you reimburse me for the insurance; which the company had no intention of honoring
Sincerely,
*** ***, D.C
Final Business Response /* (1000, 12, 2015/01/12) */
Final Consumer Response /* (3000, 14, 2015/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes this is a copy of the paperwork that I was given when they unloaded my belongings in Surprise ArizonaI was not given copies of this in Santa Rosa, CaThe driver told me to sign with the 11-28-because that was the date they loaded the truckMy sister can testify that he asked me to put that dateAgain, this was before he would unload my belonginsI can now see that this also is a deceptive pratice
*** ***
Initial Business Response /* (1000, 13, 2015/07/16) */
We are looking into this matter and will have a response next week.
Thanks,
[redacted]
Initial Consumer Rebuttal /* (3000, 16, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the...
business.)
Awaiting company's response.
Addendum to the complaint: On my initial contacts with [redacted], I asked on two occasions that I wanted an onsite estimate, he repeatedly refused stating "It was not necessary, we don't do this for local moves"" On the day of the pick up the mutually agreed time was 3 pm, on 5/30/15. The movers arrived at 5:30 pm. Business did not reach out to me that they to notify me that they'll be late. I attempted several time to reach the business,left massages no return call. At 5:30 [redacted] called back. I expressed concern regarding being late two and half hour, At this time [redacted] started yelling and cursing on the phone telling me that "You can call somebody else or you can move yourself" On the day of the initial move 5/30/15 one of the movers ([redacted]) was on a private phone call throughout the move When I objected he stated "There is 3 of us we should be ok, not to worry". Too much time was wasted standing outside by the truck Chatting and taking smoke breaks. This was on "My time" since they were being paid an hourly rate. The next day [redacted] was notified of the situation and was asked not to send [redacted] and [redacted] back for the 2nd move, his response was "They are my best movers" On 6/4/15 the day of the second move to the new residence again, one of the movers named ([redacted])was on private call during the move. I told him "Is this customary with your company to be on a private phone call during a move" No response.
Final Business Response /* (4000, 19, 2015/08/04) */
In regards to Ms. [redacted]'s complaint, we had offered an estimate and was told she didn't have much stuff. She thought it would only take 2 hours. We ended up loading a full 26ft. truck for her as well as storing it for 3 days until she was ready for delivery. She acknowledged pieces that were already damaged before our loading them. We also let her know she would be charged for the time it took the men, she believed she should only pay for 2 hours. There were multiple conversations with Ms. [redacted] regarding the extra time it was taking since she had way more stuff than she claimed over the phone. As for damage she is saying our movers caused, [redacted] did go to meet Ms. [redacted], on his own time even to fix the damage she claimed occurred, and she had him fixing things that were previously damaged items, none of it was our damage. We also did not charge Ms. [redacted] for the full cost of the move as she became quite verbally aggressive with us, and we did almost recommend she find another moving company, however we like challenges and satisfied customers so we did our best to accommodate her even though our movers were not treated nicely.
Final Consumer Response /* (4200, 23, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I strongly disagree with the company's response . Their response is far from the truth. I am requesting any proof or a signed statement that the company would have obtained indicating that I had acknowledged the damages prior to the move. The move would have taken much less time if so much time was not wasted by the moving crew. One member of the crew was on the phone throughout the move, and the crew taking several smoke breaks. I requested to have an onsite estimate and was told by [redacted] "We don't give onsite estimate for local move" No one from the company returned my calls regarding the damages or came in person to take care of the damages caused during the move. I was also charged for the full amount, for an additional mover which was not in our agreement and was sent. According to the movers, The 3rd mover was sent because they were late by 2.5 hours. I am requesting replacement of the damaged items mentioned previously or repair of the items to their original state.
.
Initial Business Response /* (4000, 22, 2014/08/25) */
In response to Mr. [redacted]'s complaint: We would like to point out again that originally Mr. [redacted] move was estimated at nearly $3,000. However due to Mr. [redacted] changing the moving circumstances many more man hours and materials...
were added on. We charge by the hour and for the cost of materials. As we pointed out before, his job exceeded $6,500. Knowing the [redacted]'s had only budgeted money for the move, we deducted $2,500 off the total. In addition, the reduction in price we gave him was with a verbal agreement between him and Careful Moving that he would be using us for his next move.
Sincerely,
[redacted] and [redacted]
Final Consumer Response /* (3000, 12, 2014/04/29) */
On 3/25/13 Don [redacted], representing Careful Moving & Storage gave me a bid of $2,874.48 to move our goods from [redacted] to [redacted], Ca. The bid clearly shows 26 cartons included with a statement written by Mr [redacted] "No surcharges,, gas or carton fees". At any rate I should have received a "change notice" when packers realized they were over the 26 cartons allotted in the estimate. (A change notice is required to change pricing). No change order was ever received. Mr. [redacted]'s statement that I received notice of extra costs at all times is pure fabrication and falsehood. I only received notice of an increase of close to $1200 after goods were delivered to the move destination and before unloading. Mr. [redacted]'s statement that he was aware of one damaged piece, a dining table was correct at the time. However, on 1/7/14 and after unpacking all of our possesions and a review of the inventory list a certified letter was sent to Careful Moving & Storage showing a complete list of several items missing and or damaged valued at close to $5,000. A return recipt acknowledging their awarness of these items was recived 1/13/14. We have not heard back regarding those items. Included in that list was a 9 X 12 antique handwoven persian carpet, a family heirloom handed down in our family for two generations. Prior to and during the move I purchased not one but two additional $20,000 insurance policies to protect against possible losses. I have never received a copy of coverage or claim forms from those policies after numerous requests to Mr. [redacted]. To resolve this matter and avoid further actions with the PUC and or court action I will settle for a $2500 settlement from Careful Moving and Storage. The $2500 only represents a fraction of the damages, losses and grief we have experienced over the last year. I will supply records, copies of emails and other documentation as required to support this claim.
I contacted the owner of Careful Moving and Storage 3 months to establish a moving date with them of June 28. [redacted] never communicated with me, gave me no contract, I had to constantly call him to confirm that we were on schedule for the move. When I spoke with him, he always said yes we are scheduled for June 28. On June 28 he told me he had scheduling problems, and would I be OK if he picked everything up the next day and that he would still get everything up to me in Idaho on the day we scheduled June 30, and I agreed to the arrangement. Well that did not happen, he did not arrive at my house until July 2. And when he arrived he only had 2/3 of my belongings. All my kitchen stuff was left in Santa Rosa, my towels and sheets for bedrooms, my lawn mower, my vacuum, etc.etc. I had to go and purchase all of these things. One of his employees who drove the moving van wrote on my bill of lading that the rest of my belongings would arrive July 7,2016 , in a week. Well he called and yelled at me first saying he couldn't get everything on the van.. He had come out and looked at my stuff and told me he would need a large truck and trailer and would not be able to get it into the storage place where my things were stored, and that he would have to get a smaller truck to move it out and then put it on the truck. Well that did not happen, the women who runs the storage unit called me personally and conveyed what a terrible job they were doing and that they had a young boy with them about 10/11 years old sitting in the hot truck, it was around 100 degrees that day.
They broke an 1800's antique rocker of my aunts, and then screwed the dowels together, and then denied they did that, [redacted] again yelled at me. I requested of [redacted] to bring up the rest of my belonging that next week, and he said he had a truck going to Oregon for a move and he would put the rest of my stuff on that load, not until June 28.. There was nothing I could do. I did call an attorney, and the sheriff in Sonoma County, and they said they would go out and talk to him, but I did not call them back to follow thru because [redacted] said he would deliver on June 28. Most of my furniture is damaged in some way, I don't believe I received everything, I am missing some of my crystal, the moving company will not take any responsibility for their actions, or even apologies for the inconvenience they caused. [redacted] is a very unethical person and business owner, I was treated very very poorly. He had no respect for me or for the belongings he was packing. I am writing this so no other one has to go through this grief and upheaval I have had to, moving is stressful enough without having to deal with a company that is abusive. I highly reccommend not using this moving company ever ,if you care about yourself and your household belongings.