1st Class Moving, Inc.

Final Consumer Response /* (2000, 6, 2015/07/27) */
Discussed with the business today afternoon on the claim and they have responded well .
I am satisfied with the response and this can be closed.

Thank you for forwarding this consumers complaint to our attention.  We would like to offer the following response: Ms. [redacted] made a reservation by phone to have her shipment collected from a...

local auction facility. Ms. [redacted] paid a $100 deposit but a subsequent balance payment made by credit card was declined and despite our attempts to collect payment, and numerous promises to send payment, Ms. [redacted] has yet to pay the original line haul charges or the storage fees accrued since the shipment was collected almost two years ago. 
 
We strongly deny and question Ms. [redacted]’s assertion that she was unable to reach out office during the two year period, in fact out records show that Ms. [redacted] disappeared for almost one year during which we were unable to contact her regarding her shipment.
 
At this time Ms. [redacted] has an outstanding balance of $5082 for the original line haul, storage and associated fees. The shipment was not auctioned and is currently in our storage terminal. Ms. [redacted] may pay her balance due and arrangements will be made to promptly deliver her shipment. If payment on the account is made within the next 14 days we will discount the balance due by $1000. If Ms. [redacted] fails to contact us to make arrangements to settle her account, we will be forced to initiate auction proceedings as allowed by our tariff, and applicable state and federal law.
 
Ms. [redacted] contracted for long distance moving services but has not paid for those services or for storage fees accrued over the last two years. The shipment is currently in storage in our storage terminal. Ms. [redacted] should contact our office to make immediate arrangements to pay her balance due. Thank you.

I am rejecting this response because:They are not offering me a chance to file a claim to replace the tv they packaged.  Also, the TV was never unwrapped and the items were not delivered to a storage facility. They were delivered to our home at the time. The TV was moved my the second movers but as I mentioned before we watched them and there was no way they broke our TV.

My husband and I absolutely loved this moving company! I contacted them last minute and they were able to move us the following day! They were all very professional and got right to work after signing the paperwork! I have a lot of stuff but there was not an item they couldn't handle! They were very careful and quick! 1st class moving not only moved my belongings, they put my furniture back together and did everything with care! The price was I feel a great deal for me! I should have paid them more for what a great job they did! Thanks guys! I plan to have yall everytime I move!

I don't even know where to begin! It was an awful experience from beginning to end and it seems never ending! They were 6 hours late picking up my things, they decided to re-pack things and charged us for them, they upped their original estimate by 3x the original amount and never did end up delivering my things. Countless things are broken and/or damaged beyond repair. When I wrote them an e-mail simply expressing my dissatisfaction - not asking for a single thing - they wrote me back be-rating me and telling me they were going to bill me seeing as though they don't believe the 731.00 we paid them to pick my things up and move it to their storage facility for a month was enough. HORRIBLE customer service, rude, and they don't care about you or your things! Find another company, not worth it!!

Initial Business Response /* (4000, 8, 2014/09/17) */
Thank you for forwarding this complaint to our attention. We would like to offer the following response. The estimate Ms. [redacted] received indicated that the delivery time frame could take up to 30 business days from the 1st date Ms. [redacted]...

was available to receive shipment. Ms. [redacted] indicated August 17 as the first date she would be available to receive delivery of her shipment. Any information provided to Ms. [redacted] regarding expected delivery dates was provided in good faith based upon the information available at the time and was not guaranteed. Our records show Ms. [redacted] received delivery of her shipment on September 1, 2014, before Ms. [redacted] submitted her initial complaint to the Revdex.com, and well within the stipulated 30 business day window.
The Payment Terms section of Ms. [redacted]'s signed estimate disclosed that payments made by Credit Card would be assessed a security fee of 3% on the amount charged to the card. As carriers incur significant expense in collecting and transporting a shipment, it is not unreasonable for them to verify a check will be honored prior to shipping the belongings.
The estimate further disclosed that payment of the final balances was required prior to unloading, a common and accepted industry practice, as evidenced by the US DOT's, Federal Motor Carrier Safety Administration booklet Your Rights & Responsibilities When You Move, wherein it is written: "The regulations provide that when your mover arrives at the destination, the mover may collect the charges due before the shipment is unloaded from the truck." We fail to understand why Ms. [redacted] considers paying a driver who then documents that payment on the contract to be suspicious. Ms. Thorp was aware of the payment terms prior to contracting for service.
The Bill of Lading is typically signed at the time the balance is paid and the shipment is ready for unloading. The shipper has the opportunity to document damaged and or missing items on the Inventory after the items are unloaded. Ms. [redacted]'s shipment was not large and was being placed directly into a storage unit so a 2 man delivery team was sufficient to unload the shipment. The carrier will work directly with the storage facility to address any damage that may have been caused when the carrier exited the facility.
We regret that Ms. [redacted] was unhappy with her service however, she was aware of the payment terms prior to choosing our service, the carrier followed established procedures allowed by tariff and federal law with regards to payment collection and processing and Ms. [redacted] received delivery within the time frame stated on the estimate. Thank you.
Final Consumer Response /* (4200, 6, 2014/09/09) */
Hi [redacted],
Since I last emailed you, things didn't get much better. The men driving the truck needed correct driving instructions from me; didn't leave MSP, for an 7.5-8 hour drive until nearly 11am; they wanted me to sign a delivery slip verifying everything was there and in good condition, BEFORE unloading, which I declined and check items off as they were unloaded; they didn't pack the storage area properly as to lend to the most efficient use of space so I redirected them; only 2 men were sent to unload and unpack moving blankets etc. for a job that 4 men originally packed and then it started lightening and thundering so my sister, brother and laws and I ended up helping finish the unloading.
Then, to top it off, the truck hit the left side of the security gate knocking it off its foundation and then started to drive away. At this point, its raining and lightening but I blinked my lights and honked, finally getting out of my car in the rain and ran to the driver's side. His response when I told him what he'd done was "well it's raining what do you want me to do" I told him he can't just drive off we need to leave some information for the owners of the storage facility. He then told me to give him the number and he call them, (the owners), I didn't and told him I would contact them and [redacted], their boss, at which point he drove off. By this time its nearly 10p and as I'm sitting in my car writing information and calling [redacted] to inform him of what happened, someone bangs on my car window, it's "**", the driver wanting the contact information, I told him I was talking to [redacted] and that I told [redacted] I would leave 1st Class Moving's information with the storage owners. ** appeared very impatient with me responding "fine, call [redacted], I'll call [redacted] too!"
I left the information with the storage facility so hopefully they've gotten something worked out.
I am also sending this information to the Minnesota Atty Gen. office along with the added information that 1st Class Moving requires 70% payment on the bill total which an be paid by check BUT they won't schedule the move until the check clears or you can pay by cc but 1st CM will charge you 3% on the paid amount (double what most cc companies charge) or you can pay cash. Then, when they arrive to unload your belongings they require the remaining balance to be paid before they will unload. You can pay only 2 ways, USPS check or cash. I believe this is suspicious,
especially the cash exchange, you just hand it to the driver and he sign's it was paid. I've never dealt with a business on these terms and hopefully never again.
Thank you so much for your assistance, hopefully others will learn from my experience.
[redacted]