Best Rate Movers Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,*** *** Dear Revdex.com,
I believe the Best Mover Company is still guilty of purposefully misleading customers with their claim of a "guarenteed" price quote On the phone they assured me that they give a quote based on general sizing of merchandise I thought it was odd at the time because I explained that we had unique pieces and how could they really guarantee a price but of course until they got our down payment there was no problem We realized we left of some things and had them added closer to moving time but at no time did they suggest coming out and looking to give us an accurate quote...unbeknownst to us they were coming from close to one hundred miles away Even with our leaving out things we still were shocked at the move costing us twice the quote! And when we asked about the guarentee quoted they said that was an amount they were guarenteed it wasn't for our benefit Again they told me several times on the phone that the move could end up costing us even less It also is very underhanded the way the cost was determined by how the movers put our things in the truck The delivery men assured us we didn't have the volume that they charged us for Lastly how honest can these men be when they leave our job..one they've come late to..and took forever on...and leave to take a side job moving a motorcycle, which they received money on the side for Seems the IRS would like them to pay taxes on this income All in all a company that is doing things to take advantage of people at every turn And seems to encourage its employees to do so also

We have spoken with *** the booking agency who has informed us a FULL refund was processedI can not respond on line as it says the time limit is expiredThank You
*** ***
Operations Manager
Best Rate Movers, Inc
***
*** *** ***
This email is intended only for the person to whom it is addressed and/or otherwise authorized personnelThe information contained herein and attached is confidential and the property of Best Rate Movers, IncIf you are not the intended recipient, please be advised that viewing this message and any attachments, as well as copying, forwarding, printing, and disseminating any information related to this email is prohibited, and that you should not take any action based on the content of this email and/or its attachmentsIf you received this message in error, please contact the sender and destroy all copies of this email and any attachmentPlease note that the views and opinions expressed herein are solely those of the author and do not necessarily reflect those of the companyWhile antivirus protection tools have been employed, you should check this email and attachments for the presence of viruses. No warranties or assurances are made in relation to the safety and content of this email and attachments. Best Rate Movers, Inc accepts no liability for any damage caused by any virus transmitted by or contained in this email and attachments. No liability is accepted for any consequences arising from this email

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, I request that it be removed until my claim with CSI (the 3rd party involved with Best Rate Movers) comes to an acceptable agreement and resolutionIf I am satisfied with what Best Rate Movers has to offer in response to my claim, I will not be submitting a new claim with Revdex.comThank you
*** ***

We have been looking for the customer’s items and thought we
had them. However, upon research we were
told that they did not belong to the customer.
We have not stopped looking for the customer’s dresser. If we do receive word it is located we will
contact her immediately. We ask that she
keep us updated with valid contact information.
This only leaves us the claims process to offer the customer
which they did already. Her claim has
been closed as “Lack of Interest” because the customer did not respond to our
settlement offer, she did not file a dispute, she did not contact us, she just turned her back and she filed a complaint. The offer is what the LAW states is our legal
liability to the customer. We must not
voluntarily pay any claims unless they go through the claims process However, we have communicated with CSI and
asked they allow the customer to file a dispute. This will allow a Senior Adjuster to
re-review the claim to see if any adjustments can be madeAt that point is
when we can determine any additional amounts we may be able to offer. The customer must contact CSI on or before 07/25/
should they wish to file a dispute. If
the customer chooses not to file a dispute then we will presume that the
customer is not interested in attempting to reach an amicable resolution and
her claim will be closed permanently for “Lack of Interest”
We regret that the customer felt the need to file a
complaint. We trust that the above
explanation enables them to better understand our position on these matters

First we would like to apologize for any inconvenience the customer may have experiencedIt is never our intention for
our customers to be less than satisfied with our servicesBest Rate Movers is not the party which is keeping the customer’s moneyWe have
refunded all monies which were
applied towards the customer’s move that were for our servicesThe customer booked using a booking agent which is
not the same company as we areThe booking agent books jobs and we perform some of themWe are two separate
entitiesHowever, we did try to contact the booking company and see if they would be willing to refund part of the
customer’s feesUnfortunately, they refused to do thisThey provided their services of booking the move so their fees
are legally earned in fullThis is why we specifically state in our documents that the booking fee is NON-RefundableWe hope that this gesture of trying to retrieve the funds for the customer gives the customer clarity on the situation so
they may look at Best Rate Movers in a different light; and if they do need to move we hope they would
contact our office directly to avoid this kind of situation in the future

The customer will not receive resolution to her concerns by filing online complaintsOur resolution is like any other claims process and takes the applicable amount of time for their claim to make its way to the top of the line, time to be analyzed, and then we will see what our legal liability isAt that point, when CSI advises us of our legal liability we can better determine if we can go above and beyond our legal liability to compensate the customerAgain, CSI analyzes claims in the order they are received and within the timeframe that the law allowsHowever, the customer has filed chargebacks for the payments for her moving servicesThis is not allowed and goes against the contractual agreement they signedWhen customers place chargebacks that then puts them in a status of “balance due to carrier” which automatically forfeits the customer’s right to file their claimWe are entitled to take legal action for non-payment for services and for breach of contractIf the customer is wanting compensation for her complaints she MUST follow Federal Regulations and file a claimYou cannot file a claim without it being accompanied by a paid bill of ladingEven if the customer felt they wish to pursue further legal action, they will be sent back to begin with filing their claimThey signed a contractual agreement that they will not file chargebacks or withhold payment due to their need to file a claimThe customer can present all the evidence she wishes to CSI and they will take that into consideration when they are analyzing the claimThey must analyze claims based upon Federal Regulations, shipping documents, and picturesWe regret that the customer felt the need to continue their complaint with the Revdex.comWe trust that the above explanations enable them to better understand our position on these matters

We respectfully request that this complaint be removed from our file The customer had previously signed an agreement not to post negative reviews until she has given us the chance to rectify her complaints through the claims process; only if she is still
dissatisfied after we have offered her resolution to her complaints, then she is entitled to post her review We have, however, taken the time to respond to the complaint and provide the supporting documentation highlighting the condition and her electronic signature in agreement to the condition We thank you for your assistance in this matter in advance

As of 5/12/a full refund has been completedThe client will need to speak with her credit card company has the credit has been processed on ***'* endShe may contact *** at *** for any reason and to receive a confirmation # for this refundAgain, both payments have been refundedPlease allow 3-business days to reflect on your endThank you

First we would like to apologize for any inconvenience the customer may have experienced during their moveIt is never our intention for our customers to be less than satisfied with our servicesEstimate: When creating an estimate we are completely dependent upon the customer to
supply complete information about their inventory list and the services they will require to successfully complete their moveBinding estimates as clearly indicated in their name, whether based on cubic feet or weight are binding on both the customers and the companyThe only way to change the price is to change the order for the move, resulting in the requirement of a revised estimateWeighing shipments and adjusting the prices accordingly is only an option with a non-binding estimateThe customers would have experienced this same experience with the price changing no matter which company they chose (unless they were present and allowed the carrier to come and perform a visual survey of the items they will want moved)Best Rate did not deceive the customersWe specifically advise our customers (both verbally and in printed materials as well as in the original emails which are sent to the customers before they are asked to sign or pay anything) that there can be changes if the size of the shipment is different than what the customers adviseYes, movers have specialized software that is designed to give us a basic idea of the size to expectHowever, we cannot know for sure what we have to work with until we can perform a visual survey of what the customer is shipping, the shapes and sizes, or special packing that will be needed to secure their items for their journeyYou can compare this to when you tell a realtor to find bedroom homes for you to look atYou do not realize how the sizes vary and the layouts can make such a difference in how your furniture fitsIt is the same for shipping household goodsDespite this, we would like to advise the customer we are not ignoring their concerns that they feel dissatisfied and they feel they were overchargedFederal Regulations as well as the terms and conditions on the back of the bill of lading require that this must only be addressed through the claims’ processThe customer needs to file a claim with our 3rd party claims company CSIThe claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaintAll the above can and must be compensated through the claims process as required by federal regulationsOnce the claim is filed it will be analyzed in the order it was received and compensation if due will be offered based on our legal liability and within the time frame allowed by lawFor further assistance with filing claims the customer may contact CSI directly at *** or via email at *** Please provide Claim ID # *** when contacting CSIWe regret the customer found it necessary to file a Revdex.com complaint but we trust that the above explanation enables them to better understand our position in this matter

Revdex.com:
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.
I have spoken to someone regarding this matter. The contract that I initially signed, I was fine with that amount. It was after the movers came to pick up items was when things started going bad. After Leanna in customer service said there was nothing she could do, I complained here. I will file a claim with the company. 
 
I don't feel like this company is not an honest and trustworthy business. They really know how to get people. If you look on Yelp at customer reviews you will see similar stories. I wish I would have seen those before doing business with them.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint...

resolved.
Regards,
[redacted]
Thank you for contacting the company about my complaint.  My issue was resolved by the company Best Rate Movers and I received my full refund.  Complaint ID [redacted].
Thank You,
[redacted]

We have reached out to
the shipper with no response.  We are willing to refund the shipper but
we need to confirm that the shipper did not charge back. 
Until we get a response back from the shipper there will not be a refund
processed. We have and will continue to reach out to the shipper.
 Thank you

Revdex.com:
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.First of all, the moving company did not address the undelivered items and failure to refund the money paid for said undelivered items. This is unacceptable.
Second, I will reiterate again that I do not feel like any favors are being done for me related to the full value offer. As stated by the responder, the company must offer me an opportunity to choose the coverage I want. However, the moving company never contacted me until after the sale was closed and threatened to leave my belongings in the street if I did not pay double the amount I did end up paying. It should also be noted that because the company closed out the sale without me, they were able to upcharge me for the undelivered cabinets. I was not given the chance to refer them to the previous exact manifest through Alliamce of request exact scale weight.
And finally, my list of ruined items exceeds $3600(not including the requested square footage adjustment for the undelivered items) so $1000 is nowhere near close enough of an offer.
Unrelated to these issues, I would also like to point out that I find it interesting that Revdex.com was able to procure a written response in a matter of days, whereas contrastly, I wait weeks at a time and have not heard from [redacted] in claims in over a month. And there was no response in this claim to the promise of a claims wrap-up in two weeks and we are almost three months out now.This is not a typical claim of normal accidental damage and upcharge. I was not contacted to close out the sale which I'm guessing is extremely abnormal as well. This service was botched catastrophically and catastrophic damage merits certain deviations from typical policy. This is understood to be good business practice in the service industry. There is still no explanation even for how this catastrophic damage occurred. 
Regards,
[redacted]

First we would like to apologize for any inconvenience the customer may have experienced during their move. It is never
our intention for our customers to be less than satisfied with our services.
Delay at Pickup: We require that customers are available an entire day for the...

arrival of the truck as its time of arrival is
depending on many elements such as road, weather and mechanical conditions which are beyond our control.
Paperwork: A brief review of the shipping documents reveals that the documents are not incorrectly completed. The
law requires much information and many different documents sometimes to service one move; especially when the
order for the move changes.
Increase: The customer’s original estimate was for 78 pieces to be packed and shipped. However, upon arrival to the
origin the customer then requested we pack and ship 94 pieces. This results in an increase in the space reservation
required to accommodate this shipment thus increasing the price of the move. The customer also required $676.00 in
packing and materials charges which also resulted in an increase in the total price of the move. As a customer courtesy
our movers allowed the customer with a discount in the amount of $200.00 to help them with the price increase.
Delay at Delivery: Per our Estimate and Bill of Lading governing this move, we have up to 21 business days from first
available date 05/22/15 to deliver the shipment. Although we work very hard to meet our customer’s requested pick-up
and delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving
industry complicated and unpredictable. However, we did deliver the customer within the 21 business days which we
are allowed; the date the customer filed this complaint falls before the 21 business days expired which was 06/22/15.
Customer Service: Upon communication with the office who looked up this move’s notes, all dates the customer
mentions that they called Best Rate have notes that they spoke with someone the very same day. As with any other
business we do get busy and some calls may go to voicemail, but we cannot know who calls unless we receive a
message. However, we have no record of the customer leaving any voicemails.
Movers: We regret the customer had to sustain such unacceptable behavior of our foreman and / or crew. We would
not ever instruct our employees to ever engage in any illegal activity whatsoever. Our company policy provides for
disciplinary action when such a complaint is received by a customer. The matter has been addressed by management.
We thank you for bringing the matter to our attention as it helps our quality control department avoid such future
complaints
Loss/Damage: We have contacted CSI our claims service provider to initiate a claim file for the customer and allow them
to file a proper claim as required by law. The customer was sent login information on 06/23/15 in order to file a claim
online and up to date no claim has been received. The claim login information sent to the customer allows filing a claim
for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims
process as required by federal regulations. Once the claim is filed it will be analyzed in the order it was received and
compensation if due will be offered based on our legal liability and within the time frame allowed by law. For further
assistance with filing claims the customer may contact CSI directly at [redacted] or via email at [redacted] .
Please provide Claim ID [redacted] when contacting CSI.
We regret the customer found it necessary to file a Revdex.com complaint but we trust that the above explanation enables them
to better understand our position in this matter

First we would like to apologize for any inconvenience the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services.
The customer disagrees with the settlement offers from Best Rate. However, we cannot do...

any more than we are doing now. CSI is NOT an insurance company and does not pay claims. CSI is a 3rd party claims company whose only responsibility is to analyze claims for many different moving companies (carriers) across the nation. CSI is heavily regulated by the DOT. The customer making the claim submits all their evidence to CSI (pictures/shipping documents/etc.) to substantiate their claim. CSI uses Federal Regulations and DOT guidelines to analyze each claim and then makes a case to present all evidence to each carrier showing them they can prove what their legal liability is.
IF the customer did not purchase moving insurance to insure their items then there is not an insurance policy to make an insurance claim against. Federal Law states every mover in the US offer their customers 2 valuation options. Valuation is not the same as insurance. Valuation is a level of liability that each customer chooses to release their items to their mover for. There are 2 options for valuation coverage.
#1) Full Replacement Liability Valuation- This is when customers pay a very, very high price for their coverage. They are “releasing their items to their mover for the liability of replacement or repair to its original condition before the move”. This is not a very popular valuation choice as it is costly and is to be paid in addition to the price of the move.
#2) Released Liability Valuation Coverage- This coverage means that customers are releasing their items to their mover to transport with the liability of only $0.60 per pound per article should there be any loss or damage resulting from their move, should they file a claim and through the claims process it is determined to be the carrier’s fault and the claim is approved. This is exactly as it sounds. For example: A 10 lb television which costs $1,000.00 (new and still in the box) gets damaged, the customer files a claim and provides substantiating evidence that the damage is due to the negligence of the mover (claim is approved). It does not matter that you have the receipt for the television and it had never been out of the box, the monetary compensation is based upon the valuation choice of $0.60 per lb per article ($0.60 x 10 lbs = $6.00-yes, six dollars).
All valuation claims are paid by the mover who is determined responsible; not by their insurance, not by another company, the payment comes from their pocket.
However, each estimate is sent via email to our customers for them to review at their own convenience so they can make an informed decision about the terms of using our services. This also allows plenty of time for the customers to review and research any information they may have questions about. It details on these estimates about valuation and also recommends that each customer purchase actual moving insurance to protect their belongings for the move. No matter how careful we are, accidents do happen. You would not transport your car across the country without auto insurance. If you are paying for your goods to be moved then it is worth insuring.
With this being explained, the customer chose and signed for the released liability valuation coverage option of $0.60 per lb per article. Any additional coverage would have had to be purchased and paid for before the move.
Federal law allows up to 120 days from the date the customer successfully filed their claim for the adjusters to present their case to carriers and the carrier must make an offer or denial. The customer filed their claim 10/30/14. On 12/02/14 the customer was presented a settlement offer (this was barely over 30 days for the customer to receive a determination). The customer declined the original offer. Then the customer was allowed to have her claim analyzed based upon the Full Replacement Liability Valuation Coverage. Another settlement offer was sent to the customer on 12/23/14. The customer still was not happy even though the offer from Best Rate exceeded our legal liability. Full Replacement Valuation must be paid for (allowing her the option to have her claim analyzed as if she had chosen this coverage the day of her move is completely unheard of!) Even after the $470.56 payment for the coverage was
deducted from the settlement offer the customer still was able to receive over $500.00 in the end. At this point we have the determination from the adjusters which states the customer did not have substantiating evidence to approve most of the claimed damages. So, even though the items were denied (analyzing based upon federal requirements) we offered the customer an excessive monetary amount to help compensate her for her claimed losses. The customer was still not satisfied and has filed a dispute which allows for any additional pictures or evidence to be presented from the customer and her claim will be re-analyzed by a Senior Adjuster to include the previous evidence and any additional new evidence to see if any adjustments to the settlement amount can be made. If the customer is not happy with this settlement offer she must proceed with arbitration. Our arbitration company is listed on our estimate and on the back of the bill of lading.
Although we regret that the customer felt the need to file this complaint, we trust that the above explanations enable her to better understand that her claim was analyzed by experts whose sole responsibility is to determine our legal liability based upon federal laws, that any monetary compensation is decided based upon the customer’s valuation choice which the customer chooses and signs for on the day of the move, and maybe she understands that once we were informed of our legal liability we voluntarily made adjustments to increase the settlement amount, which is NOT mandatory, but done solely as a generous gesture of courtesy to our customer.

This job was booked on
May 2, 2015 by a representative of [redacted], the booking agent for Best
Rate Movers, Inc.  The customer called back to cancel on the same
day.  I was off on May 2, so the cancellation call went to the sales
manager on duty.  Apparently, that call led to...

the filing of the Revdex.com
complaint.  On May 3, I contacted the Shipper, Ms. [redacted], and
spoke to her about her move.  I offered her the opportunity to either
permit us to service the move with a 10 percent discount, or she could cancel
her move with Best Rate and she would be issues a full refund.  Ms. [redacted]
was grateful for the call and requested that the move be cancelled and a full
refund issued.  I advised Ms. [redacted] that the refund would be issued on
Monday, May 4, 2015 and the refund was processed by [redacted] on May 4,
2015.  Ms. [redacted] stated to me on May 3, 2015 that the
processing of the refund satisfactorily resolved the dispute that she had
with best Rate Movers, Inc.

Revdex.com:
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.There is no resolution yet. While their clearly written legal jargon message articulates their side, it is not accurate. I am missing 11 boxes and my personal information, taxes, client information is out there, somewhere. They made absolutely NO customer service attempt to help me. And my "alleged" complaint of Tito et al arriving at 8:30 at night loading thru the foyer until 1 am is all on video tape.
Regards,
[redacted]

First we would like to apologize for
any inconvenience the customer may have experienced during their move. It is
never our intention for our customers to be less than satisfied with our
services.
 
Estimate:  When creating an estimate we are completely
dependent upon the...

customer to supply complete and accurate information about
their inventory and about the services which will be required to complete the
move successfully.  The estimate was a
binding estimate which means it is binding on both the mover and upon the
customer.  Should there be any change in
the order for the move the price will change accordingly. 
 
Increase:  The customer’s original estimate was for 157
pieces to be shipped.  Upon arrival to
the origin the customer had 33 additional items which were not on the original
estimate.  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
revised binding estimate which automatically cancels any previous given
estimates. The customer was provided a revised binding estimate which included
all requested additional services prior to the loading of their goods to which their
signature attests.   The inventory sheets reflect that the customer
had 190 pieces to be packed and shipped. 
In addition the customer required packing services which are only
provided at an additional charge. 
 
[redacted]: 
[redacted]) is not an insurance company and does
not pay any claims.  [redacted] is a hired
monthly claims service.  Their
professional adjusters only analyze moving claims, and they do so for many
different moving companies across the nation. 
They are not part of any moving company. 
Their responsibilities are to assist the carrier’s customers who need to
file a moving claim.  Moving claims are
not the same as insurance claims and there are many regulations which are
applicable and MUST be followed or one technicality can be a denial for the
whole claim. [redacted] tries to inform customers if their claim is completed
correctly, they receive any evidence from the customers and then present the
evidence to the carrier to show there is justifiable evidence to show they are
liable for the damages/loss/delay/overcharge. 
They work to get customer’s items approved.  However, when the items are approved the
monetary compensation is based upon the customer’s valuation choice they signed
for the day of the move.  [redacted] is heavily
regulated by the DOT and analyze claims based only upon evidence, evidence that
would be considered valid “beyond a reasonable doubt” in a court of law. 
 
Pictures:  The customer had the instructions for filing
their claim available to them which clearly state that [redacted] needs a close up
picture of the damage and then a full view picture of what the item is that the
damage is on. 
 
VALUATION IS NOT INSURANCE- this is
explained more than once to the customer on the original estimate.  We also recommend the customers go to
government websites to research this information. ALL of the necessary
information is provided to customers via the original estimate which is sent to
customers via email for them to review at their own convenience before they are
asked to sign or pay anything.  This is
done this way so our customers can make informed decisions about their move.
 
·        
Valuation
is NOT Insurance:  Movers cannot be
expected to carry insurance on items which they cannot even see what they
are.  Everything is already in boxes or
wrapped where the movers cannot inspect what condition the items are in before
they accept the responsibility of moving such items.  Any insurance coverage is to be purchased by
customers before their move.  We advise all customers that if you are
paying to move the items they are worth paying to insure them.  You would not purchase a car in California
but wait to insure it until you reached your home state of Texas and could walk
into your local insurance agent’s office. 
You do not want to take a chance, moving household goods is similar to
that. No matter how careful we are accidents happen to everyone.  This is why we offer the claims process.  
 
·        
Federal
Regulations require every moving company in the nation to offer customers
valuation coverage- this is NOT insurance but a level of liability which the
customers choose to release their items to their mover for. If through the
claims process it is determined that the carrier is responsible for any loss or
damage (just like any legal process- there are requirements which must be met
and the evidence must prove without a doubt that the mover is liable) the monetary compensation is based
upon the valuation choice the customer chose and signed for the day of the move.
·        
There are 2
levels of liability levels of valuation coverage:
o  
Full Replacement
Liability Valuation Coverage:  This means
that (if the customer files a claim and it can be proven that the mover is
liable for the claimed items) the mover will either repair the approved items
from the claim to the condition they were when they were placed into their care
for the mover or replace with a like item if the original is not
available.  Full Replacement Liability
Valuation Coverage is very expensive and must be paid in addition to the price
of the move.  Due to the cost of such
valuation coverage this is rarely chosen. 
It is normally less expensive to obtain moving insurance from a moving
insurance agent or have your homeowner’s insurance company write a rider for
their existing policy to cover the move. 
 
o  
Released
Liability Valuation Coverage:  This level
of liability means that if through the claims process it can be proven that the
mover is liable for loss or damage, that the approved items will be compensated at the rate of $0.60 per pound
per article.  This is exactly as
it sounds.  If you have an item which is
worth $1,000.00 and it weighs 10 Lbs. and it is damaged during your move, then
if the item is approved on the claim/ proven to be “the carrier’s legal
liability” then the mover would be responsible for paying 10 Lbs. x $0.60 =
$6.00 regardless of the value.  Claims
based upon Valuation coverage are paid directly from the mover to the customer;
there is not any other company to compensate them for those losses.  The movers must pay these themselves. 
 
ALL of the above information mentioned
in this response is provided to the customers via the original estimate (as
well as other documents) and the customers MUST make a choice and sign for
their valuation coverage the day of the move. 
None of our customers cannot say that they “were not informed” about any
part of their move.  We do feel it would
be insolent to read every term and condition to the customers on the day of the
pickup; we trust that our customers read (at least the information in capital
letters or in bold – “WARNING”) before they sign any contract with ANY
company.   Moving day is too chaotic to
expect our customers to sit and listen while we read everything to them.  We trust that they have utilized all the
information provided and will ask questions (even if they did not read
beforehand they can ask questions at the pickup before they sign anything in
agreement).  If customers do not have
questions we have no way to know they are uncertain about anything.
 
[redacted] advised Best Rate that unfortunately,
we could be responsible for the damages. 
Therefore, the customer’s claimed items were ALL APPROVED at the weight
the customer claimed they weighed!  If
the customer is not happy with their settlement they can file a dispute,
provide any additional information or evidence that they may not have submitted
for their initial claim.  A senior
adjuster will then review the claim to include the customer’s new evidence to
see if there are any adjustments which can be made to the settlement offer. 
 
We regret the customer found it
necessary to file a Revdex.com complaint but we trust that the above explanation
enables them to better understand our position in this matter.

Revdex.com:
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] Transport, aka Best Rate Movers still owes me $478.00. They rushed me through the paperwork, on line, while the employee was waiting for me to "e-sign" the paperwork. I gave them approximately 35 days notice of cancellation. Therefore, I did not cause them any problems as that is plenty of notice for them to fill the anticipated move date. They said this amount is a booking fee and it is non-refundable. That is no way to run a business and I did not see that it is non refundable and the employee did not explain it to me verbally, nor did he call it a booking fee. He called the $956 a deposit. They only refunded me half of the $956. I am a senior citizen and feel very cheated because I did not inconvenience them in any way, shape or form.
I have since talked to other moving companies who do not require any money up front until the actual day they pick up your furniture.
[redacted]
Regards,
[redacted]

Revdex.com:
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.Complaint Type: Billing or Collection Issues
Problem: I used BRM in January 2015. It was a terrible experience including major damages to what furniture wasn't lost, missing boxes (11+, including all my personal information and taxes etc.) as well as receiving other people's merchandise with different LOT numbers on the damaged boxes. My move from southern California to Seattle cost $4k plus but I've spent at least double that in replacing everything they broke or lost or delivered elsewhere. Some things are irreplaceable such as photos and personal information, which caused me to set-up fraud alerts on all my cards subscribe to a service to monitor my social security number. These people DO NOT care. They NEVER return phone calls or emails. I had to go through their very sketchy claims process with a company called CSI in Florida. My claim for $575 was released by them on June 11, 2015. My check for that $575 should have come to me in July of 2015. I never got it. So, I started calling Best Rate again. Terrible process but CSI said that there was nothing more that they could do and I had to call Best rate AGAIN. I've called 20x at least and sent several emails. I've talked to one persona and she's new and she told me that the "girl that was working on my stuff" was fired and took my stuff home with bc my file (all my personal information) was missing. I sent her the claim for my money, as I kept a copy of it, and was then told my file (it suddenly appeared) was being reviewed and I should have a check in a couple of days. That was a month ago. I just now talked to the same woman and she said she has no idea when or if I will get my check. They are in a bad situation with a merchant and need to "clear that up" before she can write a check and their are people ahead of me. I've been waiting since July of this year! By all means to your research with these thieves - they are refusing to release my claim check and I'm being fed every reason in the book. They want to make you go away and forget about it.
Desired Resolution: Refund
Desired Outcome: I want my claim amount of $575 plus interest for every month that they were late in paying me my amount. The claims company they release my claim on June 11th and Best Rate had 42 days to send me my check. That takes you late July/early August. We are well beyond that.
Regards,
[redacted]