1/2 Price Movers

Half Price Movers has been in business since We strive for excellence on every move, but unfortunately damages do occur We take every situation as a learning experience, and work to improve our service and techniques to avoid similar issues It is unfortunate that a damage
occurred on *** ***'s move, and we would like to rectify the situation to the best of our ability. We have started the claims process, and are working toward a solution We promptly sent the claim form to *** *** on 2/16/after becoming aware of the situation Once the claim form was received back on 2/16/15, a claim acknowledgement form was emailed to *** *** explaining the next step that same day on 2/16/ After receiving another email from *** *** on 2/17/15, another email was sent in response explaining in further detail the claims process An attempt was made to contact *** *** via phone on 2/19/15, but we had to leave a voice message We have every intention of following through with the claims process, and apologize for any misunderstanding that may have lead the customer to believe that we were not going to process her claim Furthermore, we are not requiring *** *** to obtain an estimate for repair, we simply offer that as an option, as some customers prefer to get their own estimate for repairs We have been in contact with the store she purchased the item from to see what options are available, and would like to discuss these options with *** *** as soon as we are able to make contact with her Again, we regret that damage did occur, but have already begun the process to rectify the situation, and have every intention of seeing this to an amicable solution

Hello After review of the information, we have not been able to locate a customer by this name within our files or on our schedule for the date in question We do show a customer by the name of *** *** with the same address and would like to verify this is the correct move that the
complaint is being issued on Furthermore, we have not located a claim file for *** ***, and the employee *** that the customer spoke with is no longer with our company We apologize if the claim was somehow overlooked and wish to rectify the situation My name is ***, and I have since taken over the claims, I can be reached directly at *** to reprocess the claim and get this matter resolved If you still have the claim form and pictures of the damage, please forward these to *** so I may review them and get started on this as soon as possible Again we apologize for the circumstances and will make every effort to make it right

We regret that we have not been able to come to an amicable conclusion, but feel that we have done our best to explain our position and provide proof. As stated, the type of coverage accepted was agreed to by the customer on two separate forms, as acknowledged by her signature on both forms. Furthermore, we included additional compensation as a show of good faith. We apologize for any communication error the customer feels may have been made, and continue to learn from every situation in an effort to improve our service

Complaint: [redacted]
I am rejecting this response because: I was not made aware of any other options for liabilities! Your movers were very rushed and told me this was the only option; if I was told of about other options I would have selected something different. Also, contact with the company was very minimal and I spoke with [redacted] once, although I was promised call backs, etc. Lastly, I am very offended that you would insinuate such claims against me, like the TV already being broken. The movers saw the TV on when they came in to the apartment. Maybe your company should spend more time showing customers their options instead of rushing them as well as taking pictures instead of calling your paying customers liars! 
Regards,
[redacted]

January 14, 2015Ref:  [redacted] (#[redacted]) ½ Price Movers has been in business since 1979.  We strive for excellence on every job.  We regret that the move was such that damage occurred.In response to the complaint made by [redacted].  We performed moving services...

for [redacted], after the move we were made aware of a damaged TV.  Per TXDMV guidelines, we emailed the customer a claim form on 12/17/14, the day after the move, to be completed by the customer and returned.  She returned the claim form on 12/17/14.  We then emailed the customer a Claim Acknowledgement letter on 12/22/14, stating that we had received her claim and would be in contact with her regarding the claim.  On 12/29/14 [redacted] contacted our office and spoke to the claims manager, [redacted], for an update on the claim.  [redacted] explained that we were in the process of investigating the claim and gathering our documentation, and we would be in contact with her shortly.  After obtaining all of our documentation and reviewing the claim, it was observed that the damage could have been mechanical, which is something not specifically covered unless external damage is visible, since we have no way ofknowing the mechanical condition of the item prior to our movers taking possession of the item.  However, after reviewing the photos provided by the customer, we determined that it was a possibility that we could have caused the damage.  Therefore, we decided to continue with the claim, and settle with the customer.  In order to settle, we required more information from the customer, so [redacted] emailed [redacted] on 12/30/14 requesting the make/model/size of the TV, which was not provided on the original claim.  [redacted] responded the same day, 12/30/14, with the information requested.  On 12/31/14, [redacted] was emailed a claim settlement letter, explaining the decision on the claim, and how we came to the decision.  She was also sent the same letter via mail along with the settlement check, for finalpayment on the claim.  On 1/2/15, [redacted] replied to the settlement email stating that she was not satisfied with the decision and would like a response as to how we were going to fix the situation.  On 1/5/15, a letter was mailed to [redacted] explaining that based on the coverage selected, and the fact that we had already gone above and beyond our liability, we would not be making any additional payment on the claim, and we stood by our original decision.  As seen, contact was kept with the customer throughout the very short term of the claim process.  All of the email contact listed above is on file as evidence of contact with [redacted].  Based on TXDMV regulations, we are allowed up to 90 days to complete the claims process once we receive a claim in writing, but we made every effort to shorten the amount of time taken, and we were able to complete [redacted]’s claim within 14 days of the claim date.  The settlement was determined as follows.  Based on the moving contract signed by [redacted] prior to the start of her move, she accepted the basic liability of 60 cents per lb. per item, as evidenced by her initials on the contract next to this option (see attachment).  She also signed an additional document regarding Carrier Liability that further confirms that the customer has elected to accept the basic coverage of 60 cents per lb. per item (see attachment).  Based on this election, our maximum liability for any damage is 60 cents per lb. per item.  After researching the model and size of the TV via www.vizio.com, the weight was determined to be 17 lbs. which at 60 cents per lb. would be a maximum liability of $10.20.  However, in a show of good faith, and an effort to retain customer satisfaction, we included an additional$97.80, bringing the total payment to $108. We made every effort to go above and beyond our legal liability, in an effort to assist the customer.  The TV currently has a retail value of $379.99 based on www.vizio.com, however, as explained, the liability the customer accepted was not based on the value, but based on the weight.  We do offer additional increased liability which would cover the cost of replacement for an additional cost on the move, however the customer did not select this option.  We have met our obligation, based on TXDMV regulations, which govern our industry.  We feel that we have made every effort to accommodate this customer, and we have gone above and beyond to try to make sure [redacted] was satisfied with the outcome.  We also feel that we completed this claim in an extremely timely manner, as evidenced by the dates of contact with the customer, and the timeline for the claim.Once again, we regret that damage occurred, but feel that every effort was made on our part to satisfy the customer and service the claim.

Review: I hired 1/2 price for my August [redacted] move from Staten Island to New Jersey. My dining room break front's glass was damaged. I immediately notified the company and was told by [redacted] that there would be a crew sent out to fix the problem. The mover came and told me that the the way he fixed it was "the best he could do" and I should call the office. [redacted] called me and stated that his guy was the best at fixing glass doors and I would have to file a claim in order to have the doors replaced. I have been on the phone numerous times with [redacted] and [redacted] to resolve this issue. The latest conversation that I had with [redacted] was that since [redacted] no longer works there and my claim was never filed, and [redacted] did send someone to repair the doors, but could not fix them that there is nothing that can be done. I was repeatedly told by [redacted] that a claim was filed and they were checking on it. Every time I called there, I was told to email pictures of the damages (which I did several times) and they would include the pictures in my claim.Desired Settlement: I have been misled too many times and my dining room glass needs to be repaired. I paid cash and honored my deal. I would like 1/2 price movers to honor their word and fix my doors.

Business

Response:

1/2 Price Movers has taken every action to settle [redacted] claim. We were under the impression that this claim was settled , however I am willing to send her a check for $100.00 to settle her second claim . 1/2 Price Movers is committed to 100% customer satisfaction.

-[redacted]

Consumer

Response:

At this time, I have not been contacted by 1/2 Price Movers regarding complaint ID [redacted].

Sincerely,

Business

Response:

1/2 Price Movers is very interested in settling your claim. Please call my office @###-###-#### and I will review your claim again. However we feel the offer was more than fair. We sent are movers back to adjust the doors. I reviewed the picture which was hard to see any damage at

all. Unless you could provide something new our offer still stands.

THANK YOU BILL CONE

Review: I hired 1/2 Price Movers to move furniture and boxes for me on 7/*/14. They misplaced a box and a tote box containing family heirlooms and things of personal value to me.

I called on 7/*/14 and asked the dispatcher, if he could have the guys on the truck check for the missing boxes, and I would pick it up from them. They told me they could not find anything, but I saw the boxes go on the truck. I have looked everywhere and it is not in either house.

I called the dispatcher many times and eventually I spoke to a woman named [redacted] who said she would look into it and let me know what she could do. She told me on 7/**/14 after I spoke to her that she is unable to help me. I do not know if something was broken or misplaced by the movers, but I would like to get my property back if possible and I am getting no help from 1/2 Price Movers.Desired Settlement: I want my property back and I want to know what happened to it. I know they took it because I saw the movers take it out of the house.

Business

Response:

1/2 Price Movers is 100% committed to customer satisfaction. Our claims department looked into your claim unfortunately, there is not much more we can do. All 1/2 Price movers trucks are thoroughly inspected every morning to make sure that we have the right equipment, clean , and are ready for the next job. Our drivers have our customers check every truck after completing their job to avoid these kinds of claims. We have a signed contract stating that the shipper checked the truck, all services were performed, and everything was received in good conditions. However, in most cases the customer eventually locates the missing items weeks later after settling in. All moving company carry the same insurance coverage in [redacted], which is Basic Cargo Insurance. Basic Cargo Insurance goes by weight. It values your furniture at 60 cents per pound per item. If you can not find your missing items in the near future, call the office maybe we can work something out for you.

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Hello,

I am writing this letter to ask that my case, #[redacted] be reopened. I spoke to 1/2 Price Movers and they offered my $100.

I do not believe that 100.00 is sufficient for the loss of my records and blanket made by my grandmother. Honestly, I would

like to get my property back and if that is not possible, I do not know what monetary amount would be acceptable, but I know 100.00

is not sufficient.

Thank you in advance

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Once again we are sorry for your loss. However, I think the contract is very clear about the insurance that we provide with our guaranteed flatrate. All moving companies in the Tri-State area all have the same insurance coverage. The insurance is called Basic Cargo Insurance this values your furniture at 60 cents per pound per article. In most cases missed place boxes are usually found by this point unfortunately, the insurance is our only option with missing items. At 60 cents per pound we estimated

the boxes to be over 160 pounds which we felt was fair. 1/2 Price Movers on average completes about 60 moves a week all over the Tri-State area and are 100% committed to be the best movers in New York City. We are willing to up the settlement to $150.00 but, that would be our final offer. Thank you.

9/**/2015 called for a quote, paid $103.00 for a down payment on my move from Bayridge to Flushing. A week later all I wanted to do was update my invoice with my bed as to avoid any over charging the day of the move. So I started to call to reach the rep. Couldn't reach her after a couple days. Either, no one picked up or she was out to lunch; the person I spoke to just brushed me off to wait for her. I emailed the email on the invoice twice or more...no response. Today almost a month to the date, I reach the rep after calling a couple times today. I wanted to cancel and get my refund for my $103.00.
- Apparently without signing anything OR advertising ...you don't get your deposit back.
Customer beware...Id suggest going on yelp and getting a reputable moving company before working with this company.

Review: We first used this company 1.5 years ago to move and were generally satisfied with the experience. We decided to use the company again for our next move which was within Staten Island. Our date was set for January ** and we paid a deposit to secure that date. Unfortunately, the day before, on January [redacted] a blizzard hit the city and the company rescheduled to January [redacted], between 8:30 AM and 9:30 am. We of course understood given that it was actively snowing until the morning of the **rd.

By Sunday night, on January [redacted], the streets were clean. On January [redacted] at 9:45 AM, 15 minutes after the truck was due to arrive I received a call from the driver saying that his boss had called off the job due to hilly terrain and snow. This was a surprise to us, since school buses, Access-a-Rides, and all manners of vehicles could be seen climbing our block with ease. Regardless, I explained to the driver that our building has parking lots and entrances on the first, second, and third floors, and that the third floor entrance sits on a flat block. The driver could not be swayed and said I should get in touch with the office, which I did. We were distraught as our lease ended the next day and we absolutely had to move out. After 10+ phone calls to the office the best I could do was leave a voicemail begging them to call me back ASAP. I needed to make arrangements since in a few days I would find myself on the corner with an apartment's worth of furniture. No communication was forthcoming until my wife called them dialing *67, which blocks caller ID. Guess what? They picked up the phone.

The woman had various conflicting accounts regarding why they could not move us today. First, she claimed the truck came by the house and the lot was packed with snow (this was not true). When my wife told them that the lot was plowed their story quickly changed. Their next excuse was that they couldn't make it up the hill (even though the streets are clean). Obviously, her first account was a lie since you have to get up the hill to see the lot. They then offered to reschedule to Thursday, January ** and only if I sent pictures that provided satisfactory proof that the streets were clean (why would they need pictures, they already said they saw the conditions and that the skill of their drivers and/or condition of their trucks were not suitable for a clean, straight, and flat roads. Furthermore, Thursday did not work for us as the apartment had to be vacated prior to that date.

Whatever their reasons for standing us up I politely called them and asked that they return our deposit since they could not provide the service for which we agreed on the date that was agreed upon. Further, other moving companies sent an employee to our neighborhood and confirmed that the move would be no problem. The woman said that the deposit was non-refundable since we did not agree to Thursday and that we were "given a good price." She was firm in her refusal stating "I don't make the rules." I asked to speak to the person who does make the rules, however, was told they were unavailable. Nor did she know when the would become available. I did overhear a gentleman telling the woman "tell him to stop wasting my time."

It is unethical of them to collect deposits which are "non-refundable" in cases where they refuse to provide service.Desired Settlement: I would like my deposit back.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,