First Class Moving & Storage Inc.

We called First Class Moving to get an estimate for our move Chris came to our home and gave us an estimate. He gave us a date and time and to my surprise the movers

showed up on time and ready to work.

The move went great. I have recommended First Class Moving to several of my friends.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The business states that it is our fault that his people did not know how to take apart our pool table?  I find this to be a gross exaggeration on their part, it was specifically discussed that we had a pool table and he told us that they "move them all the time" and that they would know exactly how to do it.  The business also stated that it is typical that after any move that a pool table must be re-felted and that the "felt always has to come off".  We had a different company move us into our home and they were appalled at the stated of our pool table and explained to me exactly how it should have been moved- without removing any felt.  Additionally the various pool table stores that I received quotes from and saw pictures of our pool table said the same thing, that the way that pool table was handled was completely unnecessary.  Because of these reasons I am requesting that First Class Moving pay to have our pool table repaired.

Regards,

The First Class Moving team was very supportive during our move. Our closing was delayed, and they were able to reschedule the delivery of our posessions, even arriving at 5pm and working into the evening. The team was speedy and conscientious is getting our materials off the truck and into the house. The guys on the truck were all very friendly, and accommodating.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The company did not meet my satisfaction, I have called and called and was told unfortunately it is gone.  Totally unacceptable.  No one wants to call me back and now they want me to make an insurance claim.  How?  I don’t have receipts of jewelry for 38 years, let alone heirloom jewelry from the 1800’s.  So basically, I they stole 38 years of my life.

Regards,

This letter is in response to the complaint posted by [redacted] on 6/18/14.  After moving Mrs. [redacted]'s items during the first load both of my employees had some sort of severe allergic reaction to something in the client's home. Both men had severe hives and itching.  After...

the first load they had decided that they could not finish the job. The clock was stopped at this time. Something in the house was making the guys sick. I would never force my men to work in an environment that was unsafe. The manager explained to the customer that he would not be sending another crew out.

Our invoices are done on Quickbooks.  Our Quickbooks automatically prints a total at the bottom of the page before the job is even started.   The book keeper is not able to remove it.  So before the job goes out when it is first put in the computer that random total is marked through with a huge sharpie. This total has nothing to do at all with the cost of the finished j ob.  There would be no way of knowing how long the job will take until it is done. This is the total that the customer claims was crossed out.

Mrs. [redacted] was charged for the 3 hour minimum, a $40 fuel charge for going out to the job, and $20 shrink wrap that was used. That's it.  Our company was paid for the work it did as agreed on before the job started.

Thank you ,

First Cl as Moving & Storage

Complaint # [redacted]I am writing in regards to the recent complaint against our company.The fact is that we still have not received anything from this customer claiming missing items.  The moving contract that the customer signed on the day of the move states that claims must be made within writing within 30 days of the move.   I am happy to work with him on finding/ filing a claim for his missing items.  The contract is there to protect both the company and the customer.  It is unfortunate that the customer is unhappy, but I can not help him resolve the issue without the information requested.  I will be happy to process an insurance claim when such information is received.  Without a statement to our company in writing there is nothing I can do.

I used First Class Moving & move from my town house to storage and then to my new home after a month. The movers were friendly & so helpful. They moved the furniture in my living room 2 different times. Everything came out of storage in great condition. The estimate came in right on the mark too.

Dear Revdex.com;I can not express how much it troubles me that she can not find her missing boxes.  We do hundreds of moves and this doesn't usually happen.    We have checked and double checked the warehouse.  They simply are not there. If she is sure that she has unpacked every box and the items are still missing there is nothing we can do but file an insurance claim.  It is unfortunate but what else can we do at this point?  She can find a comparable item on the internet & send that in for the claim. It will not replace the original rings or the sentimental value but that is the only thing that can be done to resolve this dispute.[redacted]First Class Moving & Storage

Dear Revdex.com;This letter is in response to the above complaint.  I understand the customer's frustration at this situation.  My team & I have scoured the warehouse looking for her missing boxes.   We did not find them.  She called...

during crew check out each morning & [redacted] already had her phone number from her paperwork which is why he didn’t ask for it again.  I apologize if he sounded disinterested.  That was not the intention.  In the past, when customer’s have thought boxes were missing they were found in another part of the home or garage.  When moving its often confusing & it is very easy for boxes to be misplaced in the home.  Since she elected not to have an inventory done on move daythere is no way to tell which (if any) boxes were or were not delivered.  I can assure you that her items were in fact stored separately from any other customer’s.  We use storage vaults that are sealed with only one customer in each.  On the day that we loaded her items from the vaults to the truck, there was several items in the warehouse that was supposed to go to [redacted].  While loading the truck, one of the guys loaded the [redacted] items on with hers.  The items were not another customer’s delivered to her by mistake.   If the boxes do not turn up I suggested that she make a claim to the insurance.  I know that it won’t replace the sentimental value & I am truly sorry for that.  Hopefully they will show up when she is going through everything. Sincerely, [redacted]

Dear Revdex.com;I am writing in regards to the recent complaint against our company. The boxes that were on the truck when we first got to the move were moving wardrobes that are offered free with our moving service.  They were empty & are always on the truck in...

case the customer needs to use them to move their hanging clothes from home to home.  We do lease our trucks from [redacted].  This is why they had [redacted] advertised on the side of them.  We have leased from the same [redacted] dealership for over 15 years now.  We have not received anything from this customer claiming missing items.  The moving contract that the customer signed on the day of the move states that claims must be made within writing within 30 days of the move.  Missing items are often found when the entire home is unpacked.  At that point, if he still has missing items we will be happy to process an insurance claim at that time.  Without a statement to our company in writing there is nothing I can do.Thank you,[redacted]First Class Moving & Storage Inc.

Dear Revdex.com;This letter is in response to the recent complaint about our company from [redacted].  It is always recommended by our estimator that a visual estimate be done on any move.  Mr. [redacted] had an estimate done over the phone.  When this happens we...

can only rely on what the customer tells us needs to be done.  Often they have no real idea how much stuff they really have especially when items can't be seen that are in closets etc.    I estimated the move for 5 hours and it took 6.  My guys subtracted any down time from the bill.  The estimate is just that-an estimate of time it will take.When talking to Mrs. [redacted] on the phone I informed her that when loading pods the customer needs to get pads from another source.  They usually get them from the pod company itself.  We can provide paper pads at an additional cost but they don't protect as well as the cloth.  Mr. [redacted] should have let us know before the move started that they would need pads so we could have helped them get what they needed before the move even started.  I had asked him how many slates his pool table was.  He assured me that it was one slate.  The pool table was in fact a 3 slate pool table.  During the phone estimate I had offered to give him the name of a professional company that we use to move pool tables.  He declined.  When moving a pool table the felt has to be removed.  There is no way to move a pool table without removing the felt.  My guys looked confused because we do not usually move this kind of pool table.  At this point it had to be moved and they had no other choice.  A pool table company would need to come & put new felt on & level it once at the new home.   Each time a pool table is moved it's about $250.00 by a pool table company.Thank you;[redacted]First Class Moving & Storage

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[redacted], the supposed manager, informed me over the phone on Monday 5/26 that they were not responsible for lost items, all the while being condescending and mocking.  This company is just horrible.  They either have a severe lack of communication, incredibly unethical business practices, or shoddy management.  Based upon my experience, all of the aforementioned scenarios are in play.  

Regards,

First Class Moving DISASTER
**Worst part, is we still have someone else's items from storage, from our move in August .This company's been notified in writing twice, & have never bothered to get the items. We are also missing a box of kitchen decor and expensive utensils.**
*PLEASE scroll down on the [redacted] page to the "Not Recommended Reviews", you will find other horrible experiences like ours. I didn't know to do that when we hired them*
We moved in May, had them store our items in alleged climate controlled units and they moved us into a house in August. Please know their storage units are not accessible to you the owner.
From start to finish, this was a disaster, we hope no one has to go through this nightmare.
First, [redacted] came and gave an estimate and references to call, which we did. It must be relatives/friends, because they were very good references w/no problems. We were moving from a 5000sq foot home and [redacted] estimated everything to be moved. We donated a 14 ft truckload of furniture & clothes before our move. Still, our estimate was 7 hours, one truckload and $1000 OVER the in home estimate.
We spoke w/[redacted] about inventorying our items for storage, wiling to pay the extra cost. He said it would take a lot more time and that our things would never be with anyone else's, so he didn't recommend it. More on that below.
They showed up late on move out day in a small [redacted] rental truck. They left at one point during the move, and didn't come back for hours, after we called them several times asking where they were. They claimed one mover had sprained his ankle and they had to get other movers. In actuality they were off doing another job.
They did not wrap items, like our $1400 white mattress and literally just shoved it onto a dirty truck. When questioned, they assured us all items would be wrapped once at the storage facility.
Then the bill came for the 1st month of storage, & was much higher than agreed upon. [redacted] claims he "miscalculated" the amount of storage we'd need, so he'd charged more. At this point they have our things, and we have no choice but to pay.
Move in day, the real disaster begins. They show up w/a small truck & begin running through the house, talking about how they have another job to get to. They were throwing things, dropping boxes and running into each other. We had friends over helping and professionals doing remodeling. They were shocked at the chaos and lack of care with our items. Boxes started coming in that were entirely discolored and wet looking. Upon opening them, they had candles in them, melted down to nubs. We can only imagine how hot it got in the "climate controlled" storage unit to melt the candles into puddles that soaked the surrounding boxes.
Next comes our previously white, king sized pillow top mattress. Never wrapped, brown dirt soaking up the sides, bugs & grass, 3 sets of black, greasy handprints on the sides. One man decides to wrangle it himself, and right in front of us, drags it on the pavement, tearing it. He tells us to get an estimate.
2nd small truck arrives and begins unloading SOMEONE ELSE'S ITEMS. Boxes and furniture. We're horrified, as [redacted] said our things would never be with someone else's. Half the truck was full of other people's items. So they have to leave again, to get our things. The storage unit is 7 miles from our house and they were gone for 3 hours. We start calling and they said they had a lot to do. When they came back at 8:30pm, the head mover was completely soaked. Clearly they'd been doing another job again, the one the crew kept referencing that morning.
At 8:45pm, he walked in w/our dining room table, broken in half, assuring that [redacted] already knew and "it would be taken care of". We just needed to get estimates & they would handle it.
As they left w/payment in hand, the head mover drops the bomb that they actually hadn't brought everything. There was a bedroom set & 2 other beds still in storage.($3000 dollars worth of furniture) He said he'd bring them the next morning. Of course we never heard from him. 6 calls to [redacted] & 3 days later, we finally got the rest of our furniture.
We've moved 9 times and have never seen such vast and widespread damage. Wood gouged, scratched, broken legs on buffet cabinets etc. As damages were discovered,[redacted] kept saying to get estimates. Per the contract, repair/replacement estimates must be submitted w/in 30 days. We complied. 9 weeks and at least 20 phone calls later (most unanswered as they do, indeed dodge phone calls) we received $120.00, stating we hadn't opted for the extra insurance. They paid $.60 per pound per article. It's critical to note, if you opt for extra insurance, there's a $500 deductible. They've basically insured themselves to treat your items w/no care whatsoever. Also, what's this game [redacted] continually plays w/having customers obtain estimates? Obviously an attempt to hold off paying their debts. When questioned about replacing the candles, another 4 calls & a week later, a check arrived to cover the candles. They're not doing anything about the $1400 mattress nor making the $350 dining table repair, whole.

This customer was offered a number of a reputable pool table company to move their pool table.   First Class Moving & Storage does not move 3 slate pool tables because we are not a pool table company. Just because this customer did not take my advice does not make it my responsibility to pay for their table.  The customer says that it is common to move 3 slate tables without taking them apart.  There are three pieces of slate, each weighing over 150 pounds.  This does not include the weight of the wood or anything else.  This is just not a true statement.  Any reputable pool table company will tell you that it needs to be taken apart to move safely.   To properly move a pool table, it should be disassembled, moved,assembled and re-leveled. When a pool table is installed it is made level to earth and each piece of slate is registered to its mate. If a pool table is moved without realignment, it will loose accurate playability and in some cases it will be damaged. The pool table is designed to support its weight and be stationary. Therefore only an experienced pool table technician should move one.There are three pieces of slate, each weighing over 150 pounds. Even if only one piece breaks, all 3 will probably have to be replaced due to mismatching.Reassembling the table is far more complex than taking it apart. Proper leveling and cloth installation is of paramount importance. The table is only as good as the installation. You have to be careful when re-stretching the bedcloth - it is easy to have the cloth tear when it is being stretched. The older the cloth, the more likely it is to rip apart.  I have been in this business for many years.  We do hundreds of jobs a year-most of them referals.  Our business wouldn't be growing due to referals if I ran my business the way they say I do.  Why would I say we can move something that would surely damage that item only to have to pay for it later in a claim?  That just doesn't make sense.  I'm sorry but we are just not responsible for the negligence of this customer.

I've used First Class multiple times over the years, and I've always had an excellent experience. My most recent move was in March. It was a complicated move, because I wasn't able to move directly into my new house from the apartment I was renting, which came as a bit of a surprise. Moving is never easy, but everyone at First Class - from the owner to the guys moving boxes - are super-helpful and come up with creative solutions to every issue that comes up. With no notice, I was able to store basically everything I owned at First Class for the few days before I was able to sign my new lease and actually move into my new place. From day one, the day of the estimate for the move, to the day I finally had a place to move my stuff into, everyone I interacted with was on time and 100% professional. I will ALWAYS use First Class when I move.

[redacted]and[redacted], the movers that FCMS supplied were the best I have ever seen. I was amazed at how fast and efficient they worked, not damaging a single item! I would recommend this company to anyone!

Overall rating: 1 – poor customer service.
Reasoning: Prior to my move on Feb 2014, I met with a gentlemen by the name of [redacted] at my home to receive an estimate on moving my entire house ( your typical 3bedroom, 2bath home w/garage). During our meeting, there were only a few questions asked on both parties: “who was packing, were boxes needed, how long would it take to move, what happens in case it takes longer than expected, and exactly what was being moved.” An estimate was provided, and was told to call back when I made a decision. Felt very comfortable, went online and read review, so I contacted First Class Moving & Storage and informed [redacted] that they got the job to move us. A date was set and was told that based on what we had to move that there would only be 2 men for the job and should be able to finish in 6hrs. No contract was given or sent by the company.
Because we were doing all the packing; each box was labeled accordingly to content and whether or not it was “fragile” and to please not stack on top.
The movers showed up on time (dad & son), only thing signed was the piece of paper showing start time, and they began loading the truck. The move was going well, however it went over the estimated time (2hrs-I was only responsible for 1 extra hr.). Here is where it gets hairy so to speak….payment-was not told cash only (who carries over $500.00 with them at any given time & you only have an estimate to go by), and I certainly was not going to give random strangers who I just met that day my credit card information to be written down. There was no-one in the office (after hrs.) to take payment over the phone, so the two guys had to wait until I could go to the bank on a Friday after 5pm to get more cash. Also too, the two guys had no way of providing a receipt for payment. Let’s just say, my wife has good business sense and figured something out.
Upon unpacking the all the boxes (which were packed five/six high on top of each other), my wife noticed the carpet was wet and couldn’t figure out why. After taking a few boxes down, noticed that the boxes marked “FRAGILE, DO NOT STACK ON TOP” were on the bottom. Needless to say, those boxes were filled with our Disney Snow globes, and a majority of them had broken from the weight of the other boxes (hence the carpet being wet).
I contacted First Class Moving & Storage, explained the situation and was told to file a claim for insurance purposes. A claim was submitted for damages to the tune of $300.00+ (most of the snow globes were collectibles). After several weeks went by, called the company again to check status and were told on several occasions that the claim was “being reviewed” and should be “settled soon”. To me that was an indication that they acknowledge the damage and was going to take care of it. Well I was WRONG! The following day, we received a letter in the mail stating “Claim Denied”. Per their contract (which we didn’t receive or sign and they don’t have one either on file), that insurance will only cover boxes that were packed by the company. Another phone call was made to the company regarding the denial letter, and they admitted to me that they don’t even give a contact to customers until after the move is complete. So I ask….. how can you hold a customer accountable for something you don’t tell them about until after the job is complete? So I DO NOT RECOMMEND THIS COMPANY!!! ?