Eden's Moving Services LLC

Complaint: [redacted] I am rejecting this response because:You stupid MN, You made my credit card number publicYou stupid MNYou must some common sense of blocking that out before attaching here Now I need to cancel that card and update all my automatic paymentsWhat an MN you are.You simply can't get any more than 300CC out of a unit of size x x That is simple math/physics As you say "He must have measured" NoDeal with FACTSI'm telling you he didn't.I spent inordinate amout of time with no resolutionI will escalate this to [redacted] regulations Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/11/03) */ With all the respect to Mr [redacted] , We have gathered some info from the driver and here is our findings! When driver called the customer he told him that he is a bit late as he is going to get help from a local agent, the customer told him not to mind about it and come straight over as he has his own guys that are willing to helpwhen arriving to the residence it appear that a tractor trailer cannot even fit in there and a shuttle service is neededSince customer refused to pay shuttle service and wanted to use his own pickup just to save the moneyThe driver agreed and actually saved the customer over a $just by doing that! it is true that we are still willing to pay back for labor time per labor rates of $per hour per person, the delivery took no more than hours! we are willing to reimburse Mr [redacted] $per each person which is $in total we are at Edens moving services feel that we tried to assist the customer in saving money by using his own guys as he requested and now getting complaint about it after the fact! If customer would have said something at the day of the move at least we had the chance to revert and to bring our own people and do the shuttle service ourselves! but that of course would have cost more to customer! Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Their statements are not all factual, but if they reimburse the amount stated to the credit card I will accept the response

I've attached the inventory we had for [redacted] ***We did two separate inventories, one being the load going to Las Vegas, and the other one going to TemeculaWe delivered everything that she wanted to Vegas first, which was a fairly small load, and then went on to her delivery in California, which was the bulk of her loadWe asked multiple times for the customer to send back photos of what was delivered to the wrong location, with no response from herWhen we finally got a response we let her know she would have to pay for the fuel surcharge and for the labor of our guys coming to move the things again basically, unless she could prove to us that we made a mistake (the pictures we requested from her)We were never informed about all of these missing items, just about the items that were delivered to the wrong locationWe can definitely send a claims form, so those damages can get taken care of, but we had no idea there were damages with this moveWe can look into these missing items as well now that we're aware of themThe only items that were mentioned as missing before were the vacuum and the ironing board, which we checked our warehouse here for that alsoAs far as we know, we followed our inventory lists and delivered everything where it needed to go

Complaint: [redacted] I am rejecting this response because: Although Eden's claim they are willing to settle with me for the damages done to my furniture they will not because I have posted on the Revdex.com websiteIn other words they are NOT doing anything for damaging my thingsI spoke with [redacted] at Eden's and she explained to me that as a contingent of recieving any compensation a consumer can't post their experience anywhereHer response that is posted would make you think they are willing to be responsible but they are anything but It is like they are willing to pay you an insulting amount to keep quiet about how they actually handle your moveIf they damage your belongings you have to take whatever they offer or you get NOTHINGConsumers beware of this companyThey are giving the moving industry a black eyeShame on you Eden's Sincerely, [redacted]

I have attached the piand delivery paperwork for this customer's jobFirst, please note that upon pithe customer was given a "Household Goods Extraordinary Value Inventory" sheet to fill out with any high value items included in his inventoryIf he had a jewelry box worth so much this should have been written here, but as you can see the customer wrote "N/A" and signed itAs you can also see the boxes are "PBO" meaning "Packed by Owner", we would not have any idea what box contained what itemOn the delivery paperwork you can clearly see that all boxes arrived and were signed for by the customer, if a box went missing it would have been marked as such upon delivery and we would have either located it or reimbursed the customer for the missing boxAll his items arrived as they were picked upIf the client cannot locate an item that he claims to have packed, but that we have no proof of, we will not pay them for it.We absolutely did not tell the customer "prove it"! We explained everything above to him and explained that there was zero evidence of any theft on our end or that his box was ever on the load in the first place (since he did not list it when we asked him to)We told him that if he wishes to he may file a report with the police, and that they will investigate it and determine if a theft took placeAt this time we are emailing the customer to explain to him that if he does not remove these reviews we will be seeking legal repercussions for slanderWe are prepared to go to arbitration with you over this immediately

Our employees informed the client on Saturday (when he called) that we could indeed supply full value protection on his move but because a manager was not available on the weekends, and we require one to sign off on this, we must wait until Monday to add itHe called several times the next day (Sunday) as wellOnce again everyone he spoke to told him he could contact unpackt, check with a third-party insurer, or wait until Monday when management as in the officeWe told him several times we would be happy to add full value protection but that it must wait for Monday to do soWe are not sure what the main issue is here but we are sorry that management is not available on the weekendsThis client booked through a service unpackt and had no contact from Eden's prior to him calling and requesting full value protection He is no longer scheduled to be moved by us and we would like to dismiss this complaint as it seems a missunderstanding and he is not our customer

Complaint: [redacted] I am rejecting this response because:Complaint: [redacted] I am rejecting this response because:All the boxes arrived but all the stuff in the boxes were messed upHalf of our boxes was opened and someone went through them! On the pictures are the boxes the way they arriveThe movers came almost at night and was very in the hurry to bring everything in! They put almost all the boxes in our smallest room one on top of anotherWe didn't say that the shipping box was missing, we said that small Jewelry box that was in one of our shipping boxes is missingI'm sure 1000% that someone opened those boxes and went through them looking for something valuable! This particular box was cut and taped back together after the jewelry box was removed from there - Pictures included!!!!! We didn't want to disclose that we have 25,worth of jewelry and a passport in those shipping boxes because we were afraid that some one will open them and still itThe reason that we didn't take it with us is because we had to drive the car from [redacted] to [redacted] almost days on the road and get robbedStupid us that we thought that it would be safer to just send it with our furniture on a moving truckI worked years in the company that packs and ships boxes a lot, and I was packing and shipping 1000's of boxes every month for a living, so I know how to pack and ship boxes the way that they never get brokenAfter we received our boxes, half of them were opened and then taped back with their brown tapeHo bad do you have to treat a costumer's boxes that they all break???? Or they were just opened intentionally and then taped back??? The representative from Eden's in fact was very rude and did say "Prove it", so let's not lieOf course I went and filed a police report today since there is no help from this company! And please do not threaten me with legal action, I will not remove my review because the bottom line is that someone from this moving company took my wife's jewelry box from that shipping box and I will prove it!!!! I spoke with my attorneys, and I'm very ready to take it to court!!! I will pursue this matter until this box will be found or compensated! I worked hard to be able to give my wife all those jewelry gifts in over years, so it would be stolen from me by some shippers!!! The truth is on our side, and we will seek justice! Sincerely, [redacted] ***

To the best of our knowledge, we have done what we were asked to doWe have two separate inventory lists, one being pages, the other being 7, that separate the load by their destinationWe do have knowledge of a few missing items, which we're working on recovering those currently, and returning her vacuum that we have hereI've attached both sets of inventories, so you can see how we separated thoseEach list has multiple check marks, because we count inventory every single time we do anything with these itemsWhen we unload we check the items off, as well as when we deliverIf there were items that didn't make it off in Las Vegas, the first stop, you could have asked the driver about them and because the rest of those items were on the same truck he could have checked for them at that pointOnce the items are all delivered, of course it will cost a bit more to get our driver to go out, pick up the items and then redeliver to the second locationIf this is something you want to happen, you are more than welcome to call our sales department and set up a move for the relocation of these items

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

Thank you for forwarding this consumers complaint to our attention, we would like to offer the following response: Mr [redacted] contracted for long distance moving services including packing services which were provided in full as evidenced by Mr [redacted] ’s signature on the delivery portion of the Bill of lading in close proximity to the following statement: “I, the customer/ representative, hereby declare that I have the authority to enter into this agreement with the carrier/ its agentsAll services ordered have been performed, and all goods are received in apparently good condition except as noted on the inventory sheets conducted for my move” Any and all packing materials ordered by Mr [redacted] were utilized in the preparation and transport of his household goods.We regret that items may have been damaged during transitEden’s Moving Services has an established claim process in place to assist customers with transit related damage and loss claimsMr [redacted] submitted a claim which was received by our claim administrator on January 19, 2016, and receipt of the claim acknowledged on January 21, Mr [redacted] ’s claim will be reviewed for consideration within the time frame allowed, and in accordance with the terms of our agreement and applicable federal lawAll of the packing materials Mr [redacted] ordered were used to protect and prepare items for shipmentMr [redacted] has submitted a claim to our claim administrator for his damaged itemsThank you

We reached out to the manager of the storage unit several times but never received a call backWe were told to check with the helpers per the client and all the helpers told us the same thing, that the driver behaved wellTensions and emotions were high and the helpers also informed us this seemed to be the main reason for the issues facedWe have already offered a refund for their trouble but it was turned downWe recommended arbitration from there

I'm sorry you feel we were ignoring your calls, I promise we wouldn't do thatEven if one person stepped out and is away from their phone, it gets forwarded on the the next person, and so on until one of us girls here in our office answersWe would never purposefully ignore phone calls.It looks like you spoke with someone on the 20th, going over your remaining balance with you, and it seemed everything was still okay at that pointThen you spoke with *** on the 30th, which it looks like you told her you would just be getting your own storage unit, I'm assuming that's when she let you know delivery would be soon afterThere isn't any mention of problems from your end, though I know that doesn't mean it didn't happen, we just show no record of that in our notes, I'm sorryI then have the note of you calling the next day and speaking with *** about all of the water damage to your things.I assure you we have no leaks in our warehouse at all, this is the first instance of water damage with a load we have deliveredI believe I spoke with you after the fact, and let you know it did look like the delivery driver had a small leak in his truck, which is when the damage must have happened, while your goods were in transit to be deliveredWe did reach out to their company and they should've been contacting you directly about taking care of that with you, I apologize if they never did soI can follow up with them and see if they'll still take care of this matter with you, there should be no problem with you getting some kind of reimbursement from them.I do have notes on our inventory sheets, which I attached previously, that show moving blankets were used for wrapping your couch, so it was definitely wrapped with somethingUsually it will have plastic wrap over top of the blankets, so it should've definitely been wrapped pretty wellIf the plastic wrap was torn in transit, I do apologize, this does happen sometimesI believe a claims form was sent over to you, but if not I'll go ahead and send you one of those now to take care of the damages

Complaint: ***
I am rejecting this response because:The power company has confirmed in writing that the lines are ft high at the lowest pointft is the lowest they can be, by law. It cost us $2,to have a reputable company deliver our goods to our home from the Elizabethtown storage unit.The company we hired to complete Edens botched job confirmed that our baby grand piano was likely damaged because the piano was not properly packed on a piano board, even though we paid $extra to have it properly transportedOur piano is worth $7,000. Our storage unit costs were $We have incurred other costs due to the delay in receiving our goods and having to hire a new company. Eden did not do anything to deliver our goods but rather looked for excuses and put put through unreasonable difficultyAnd yes, they DID employ threats and harassment and threatened to leave our items on the street!!! They specifically said, that if we insisted on having our items delivered to our address, they would leave them at the end of the street! When asked, "Why can't you get a smaller size truck?" They said, "That's against our policy." As you can see, they refused to complete the job and the chargeback is not even enough to cover the insanity that we have had to endure, not to mention the mishandling and improper inventory of our items, and now clearly, dishonesty.
Sincerely,
*** ***

Dear Revdex.com Rep and Mrs, ***, Once again it is the shipper responsibility to have proper access to his premises, low wire are safety hazard, that need to be address by the shipperWe had a professional driver onsite that waited a day and night to try and do itwe will gladly send someone back to complete the shuttle service once we get cleared by the power company but we cant and will not and never promise to contact the power company, as its not in our jurisdiction! That was explained both to Mrsand Mr***, also we have not charged the full amount of delivery since we didn't do the shuttle service, we didn't require the customer to pay for it!Also signing the delivery documents is both for the customer good! so he has the right to file claim for damages later on and also to protect us as we have proof of delivery to the storage unit, this is a legal document and not signing it will cause a huge consequences of taking this items to one of our facilities in Kansas City Or Denver which will cause an increase of almost double the price, So thanks god we had Mrs*** sign, we actually saved just there a huge money loss and even more dramatic consequences.It takes one phone call to power company to tell them that 26'' truck should pass by to make delivery (Height of truck is 14'') and need clearance, but the shipper must do that!I personally spoke to both Mrand Mrs***, in no time I have told them that I will leave their items on the street, and I would never do that! also no Realtor have spoke to me for different solutions, I had to ask Mrs*** to come to the storage unit to check her delivery, which she refused in the beginning, and yes the only storage facility we could find was miles out! not because we want to make it difficult but that is the only place that had availability, Between now and than Mr*** also placed a chargeback on the credit card even though the charge was only for pickup and transportation (not included shuttle) Once done we can get some one out there to complete move (Shuttle charge will be added by then)Mrand Mrs*** still have open balance for shuttle (we didn't collect it!) of $which they can use also with a local company with maybe smaller trucks , or if they insist us to do the shuttle they will need to do the following:Power company grant access for truck height of min 14'' to pass byChargeback is withdrawn and funds for our pickup and transportation are back in our account Respectfully,*** ***Transportation ManagerEdens Moving Services inc

Initial Business Response /* (1000, 6, 2015/10/27) */
With Respect to *** ***, throughout our attempt to settle ***'s Complaint, we have received a clear notification from *** to make all communication and Handle this settlement through her Lawyer which approached us by Email, over a month ago,
we have submitted all necessary paperwork to ***'s Lawyer as requested! We have come to an agreement (we have email to support that) to settle for total of $for the loss boxes (which we never claimed to have lost, this is only as customer stated) and for the unnecessary phone call from driver after the move (which he did send her an apology text for)We have sent ***'s Lawyer a settlement form for $already a month ago (have email trail to support that) and since then we have not gotten any response nor signatureinstead we now got more Revdex.com and Yelp complaint! we still stand by our mutual agreement with ***'s Lawyer to settle this case and only need the sign settlement form from her to issue a check to ***, although we now need *** to remove all Yelp content and complaint as she have post it after we have come to an agreement with her lawyer as desired! This case could have been gone and closed as we complied with ***'s Lawyer desired resolution, not sure why not *** or her Lawyer never sent the release form back, but we clearly have email trail to support that!
Initial Consumer Rebuttal /* (2000, 10, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

All of our paperwork shows the inventory being delivered and was signed forNothing was marked as missing upon delivery I've included the inventory page on which the client writes "Job completed" in blue inkWe also explained the liability coverage of cents per pound per article to the
client prior to booking the job and moving herShe was unhappy with the claims process and we have suggesting moving to arbitration through the Revdex.com

We inform all clients of the DOT required liability coverage of cents per pound per articleThis is the amount included on all jobs and required of us by the DOTClients always have the option to include their own insurance on a move or take full value protection with us and are also informed
of this prior to the moveIf these options are not included then we must process claims per the liability coverageAll of this information is also included on the estimates sent to the client and the paperwork signed at piand delivery

Unfortunately it would have been a while before another truck was going on that route, so we mailed the item to the customer on our dimeThe items were not broken when shippedWe can help the client start a claim with the shipping company, since it broke in their possession they have claims for
this type of damageWe are happy to move forward with the claims as well at the limited liability amount of cents per pound per articleWe would like to settle this with the client in-house however, since we will be able to offer more than the claims service willWe have sent an email to this customer with a settlement offer and options moving forward

Dear Revdex.com Representative and Mr***,I am sorry that we have gone to that, how ever some of this accusation are not correct. Mr, *** was not forced to receive his items right away, we have offered him the option between getting it as soon as possible within days or stick to
original plan of 7/with 3-business days window, there was no manipulation or forced action, and it was Mr*** decision to go with the direct delivery optionMr, *** access is not accessible to a semi truck and need per our contract a shuttle service, Our procedure shuttle service requires us to Rent/Lease a smaller 20'26''truck to transfer the goods so a smaller truck can go by and get to the desired premises, How ever a very low electric wire are preventing even from a small 16'' uhaul truck to pass by, yes people can move in themselves with a pickup and attached trailer, but that's a private hauling, and not a full service moving truck, as I know it is frustrating to Mr and Mrs, Ashworth, I have recommended to put items in a storage facility until either the electric company will fix the issue and we can perform the shuttle safely, or to use a local company that can perform with different style pickup truck!Mr*** Booked his move through AAA Moving which is a moving broker, they should have gone of all delivery process with him, we are acting only as carriers and bound to our mutual contract and FMCSA Regulations that specifically sais: The Shipper must provide an Accessible way for the moving truck to arrive and park safely in order to perform delivery!As we have not performed the shuttle service , we didn't charge for it as well as we have not charged anything for the piano handlingalso we left the piano packed with our pads for the customer requestOnce Mr *** can get for clearance from the city/county for access of a 26'' shuttle truck, we can go a head and send a crew back there! How ever mr *** will need to call and make sure this problem is fixed for us to continue delivery and shuttle serviceMr*** items placed into a storage 40miles away, due to the fact that there were no rooms or desired size storage available anywhere near, and that was the only one! we actualy have assisted Mr, *** in locating and reserving this unit! Respectfully*** ***Edens Moving services inc

Complaint: ***
I am rejecting this response because:This road is NOT accessible only by pickup truck or uhaul trailerThis argument is preposterousA cement mixer has been pouring pavement for newly constructed garage on this street Our garbage truck is larger than a pickup truck or a uhaul trailerWe drove our 31' RV up our street too. Eden mishandled and failed to properly inventory our items.Because Eden is worried about the wire, we suggested that Eden contact the utility to determine the actual height of the wire, and secure a smaller moving truck, but although they verbally on July 2, promised to do so, they did not. We believe that Eden was more concerned with their schedule than with our property, and thus has found a convenient way of getting out of the responsibility for what they have put us through. We were forced to rent the storage unit when Eden threatened to leave our items on the side of the road. Many families have recently moved into this neighborhood with no such problems as Eden claims.Their claims are untrue and we have real damages because of their failure to work a solution to bring our items to our home as per the contract. We expect partial reimbursement as requested to hire a reputable and capable company to bring our items to our residence and as remuneration for damages and costs associated with the non delievry of our household items.
Sincerely,
*** ***