ABC Quality Moving & Storage

Initial Business Response / [redacted] (1000, 5, 2016/01/18) */ We are sorry that Mrs [redacted] 's divider did not make it through the moving process however we did take every measure to insure its safetyMrs [redacted] pointed the piece out prior to moving and explained that it was delicate and had been previously damagedWe explained that we could move it however it should have been professionally packed due to its delicacyABC Quality Moving & Storage cannot be held liable for this item because it is a piece of art, and the client did not have us professionally pack it or unpack the itemIn order to insure an item such as artwork, it must be packed for protectionWe cannot simply move delicate artwork without packaging protecting itMrs [redacted] was asked to sign a waiver on many unpacked items and/or previously damaged items on moving day, because we wanted her to be aware that in order to move the items, she would need to sign off assuming the liabilityMrs [redacted] signed the waiver and contract agreeing to our termsWe then wrapped the items with protection quilts and moved them to the new residenceWe did discuss this after the move and Mrs [redacted] thought we should be held liable regardless of the waiver and prior discussing of the itemsWe are truly sorry of her dissatisfaction with our company and have made every effort to satisfy the situation Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't agree with what they say one piece was broken off of it the first time it was moved in the back of a truck wrapped up in a blanket and that was repaired now pieces are broken off of itthere were no pieces broken off of that when it left my house and now it has pieces broke off you can tell that it was not wrapped in a blanket because several of the pieces are crushed and it is very obvious it was folded up and shoved in therebaby it is the part of the driver because I watched him pull up the driveway with all my furniture and hit the ditch he drove right through the ditch and the truck waved back and forth that could be itI told him it was very fragile if they could not move it they should have left it therewhen I signed the waiver they told me it was for my TVs in my class picture framesI do not agree with this at all with what they're sayingalso I am going to call tomorrow with another complaint I was quoted a price over the phone it was twice as much and then the drivers told me they didn't have room for all my stuff and they just left and left me there with my stuff that I had to get move myself that is the reason I called them was to move me not to leave and say I don't have the room and not finished the jobthey told me it would cost me around $1,for bedroom square foot home with a basement and garage.They charged me so I am calling tomorrow to file another complaint

This case is being handled by our legal counsel and the court date has yet to be concludedOnce our company receives a court hearing, we will update this claim

Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ We apologize to hear of Ms [redacted] 's dissatisfactionHowever, our contract clearly states that all damages must be recorded on the contract in order for the insurance to accept the claimMs [redacted] was made aware of this policy during the booking process of her reservationFurthermore, Ms [redacted] was provided the same contract the day of the move which she signed and therefore agreed uponMs [redacted] then contacted us two weeks later to report the alleged damageRegardless, we tried our best to submit the claim; however, since it was reported two weeks later and not properly documented on the contract, the insurance immediately denied the claimWe apologize for the unfortunate situation; however, there is nothing we can do since the damages were not recorded on the contract as our policy clearly states

Please accept this letter as response to the Complaint ID: ***Based on the information provided; ABC Quality Moving conducted moving services for the referenced client on 7/31/as contractedThe team was scheduled for our only offered time slot of a one hour window between 8:and 9:am
and arrived at 10:AM when they were signed in by the clientThe traffic was especially heavy on this morning and the team was minutes late commuting to the residenceFortunately, this thirty minute delay did not cost the client as we do not start the time or charges until we actually arriveThe team immediately began the process and worked until PM, less a one hour break that was deducted from the original invoice without question, please see confirmation of both the sign in time and deducted lunch break on Exhibit One AttachedThe exhibit also clarifies that there are no such charges added to the invoiceWe only offer one type of truck as featured on our website in photos for previewing and can only advise that the client is confusing our company with another as we do not offer multiple types of trucks or communicate any different than what can be verified in our photos and inventoryOur fleet utilizes the largest trucks in the industry but can only certify a 26' truck for any given reservationIn years of business, we have never owned another sizeConcluding the verification of the said accusations on the attached exhibits, no refund is due or will be given as services were conducted for the client and all breaks were properly deducted from the invoice by the team lead, prior to presentation for payment

Initial Business Response /* (1000, 7, 2015/06/22) */
We are truly sorry to hear of Mr***'s dissatisfactionHowever, the terms of our contract that Mr*** signed and therefore agreed upon clearly state that if an item is damaged we have the right to repair the item before offering a cash
settlementWhen damages occur, we work with a very reputable repair company in the area that is independent from our company and establish their own operating hoursEvery time we attempted to contact Mr*** to schedule a time to have this repair company send out one of their employees to repair his furniture, he refused the times available within the local repair company's operational hoursWe are not affiliated with this repair company nor do we control their operating hours; however, we respect their right to establish and control their own business during the operational hours that they chooseSince Mr*** declined all the times available, we then offered him a monetary settlement well above what it would cost to repair the itemMr*** again declined this offerWe understand that this situation can be very frustrating and we still hope to resolve this issue with Mr*** within reasonable terms for all parties involved

Initial Business Response /* (1000, 5, 2016/02/01) */
Contact Name and Title: *** *** VP
Contact Phone: XXXXXXXXXX
Contact Email: ***@att.net
We are very disappointed to hear of your dissatisfaction with the service providedWhile an apology will regrettably not alter the
outcome of your experience on this occasion, we do extend it with the utmost sinceritySituations like this are so rare, that we must conduct an investigation to collect as much information as possible to ensure quality assuranceWe certainly did not mean for you to feel disrespected as we simply were just trying to understand the issue at hand, and in order to fill out our damage report we must ask questions to properly resolve the issue and ensure that it will never happen againFurthermore, when we realized who the crew members were, we were certainly surprised by the complaint because they happened to be one of our highest requested crews that has never caused problems like this beforeMr***, you also generously tipped them because they did such an outstanding job, so you can imagine our surprise to be receiving this complaintWe certainly apologize for the misunderstanding and never intended to make anyone feel disrespectedIt is an unfortunate situation; however, we do have to collect statements from all parties involved which can delay a resolution a few days, at mostWe understand that this process frustrated you, and we are sorry for thatTo properly address this complaint in its entirety we must discuss that all of our calls are recorded for quality assurance and there are some discrepancies in how the complaint call was handledUnder no circumstances do we hang up on our clientsThis information was verified by management immediatelyAdditionally you were downsizing and with that being said there was limited room in the one car garage to place the boxes that you specified you wanted in thereWe were conscientious in placing fragile boxes on top, however, when we are constricted to place too many boxes in too small of a space the boxes to have the capability to become crushedPlease note that the boxes become crushed but not because the boxes were mishandledWe were following very direct orders in this situationWe take these situations very seriously and we do want to resolve this issue with you Mr.***

Thank you for bringing this matter to our attentionPer our policy, when the movers arrive and you sign them in on the contract, that is when the time starts as we abide by the laws which govern how we pay our staffThe total move time was hoursOur records indicate the last time we moved
the client, we moved from a town house to a first floor apartmentThis time the move was from a first floor apartment to a third floor storage unit, thus the additional time neededThere was a long walk from the elevator doors to the storage unit down the hall, paired with the fact that elevators have to be loaded, sent up then the contents removed, resulting in longer periods of time as opposed to walking single items in an apartment and placing them on only one floorWe hope you understand our explanation of the policies and procedures outlined on our website and service contractIf you have any further questions or concerns please phone our office and management will speak with you directly

We are very disappointed to hear of your dissatisfaction with the service providedWhile an apology will regrettably not alter your opinion of the service provided on this occasion, we do extend it with the utmost sinceritySituations like this are so rare, that we must conduct an investigation to
collect as much information as possible to ensure quality assuranceWe certainly did not mean for you to feel disrespected as we simply were just trying to understand the issue at hand, and in order to fill out our dissatisfaction report we must ask questions to properly resolve the issue and ensure that it will never happen againFurthermore, when we realized who the crew members were, we were certainly surprised by the complaint because they happened to be one of our highest requested crews that has never caused problems like this beforeWe certainly apologize for the misunderstanding and never intended to make anyone feel disrespected or ignoredIt is an unfortunate situation; however, we do have to collect statements from all parties involved which can delay a resolution a few days, at mostWe understand that this process frustrated you, and we are sorry for thatTo properly address this complaint in its entirety we must discuss that all of our calls are recorded for quality assurance and there are some discrepancies in how the complaint call was handledWe know after years of service that no two moves are the same and there is an abundance of contributing factors in which prohibit us from being able to accurately make assumptions of time or cost from a single phone callThus we do not partake in such activitiesWe offer complimentary in home estimates, and ballpark online quotes which are completely dependent on the information provided by the client filling out the formUnder no circumstances do we ignore our customer’s complaints nor do we want our customers to feel as if there move time is excessiveThe moving process took a total of hours plus a one-hour travel fee and under the circumstances of your move we do not find that to be an abamount of time to complete your moveThis information was verified by management immediatelyWe take these situations very seriously and we do want to resolve this issue with you Mr.***Thank you for your feedback

Initial Business Response /* (1000, 5, 2015/08/05) */
We apologize to hear of Ms. [redacted]'s dissatisfaction. However, our contract clearly states that all damages must be recorded on the contract in order for the insurance to accept the claim. Ms. [redacted] was made aware of this policy during the...

booking process of her reservation. Furthermore, Ms. [redacted] was provided the same contract the day of the move which she signed and therefore agreed upon. Ms. [redacted] then contacted us two weeks later to report the alleged damage. Regardless, we tried our best to submit the claim; however, since it was reported two weeks later and not properly documented on the contract, the insurance immediately denied the claim. We apologize for the unfortunate situation; however, there is nothing we can do since the damages were not recorded on the contract as our policy clearly states.

Thank you for bringing this matter to our attention. Per our damage policy accepted by the client prior to moving, damages must be acknowledged within the damage policy timeframe outlined in the signed contract. The client is not responsible for paying the team while the confirmation...

process is transpiring however, the client did agree to the damage policy and claims process and procedure terms prior to the teams arrival. While we carry insurance to cover such occurrences when they happen, the procedures must be followed to enable our company to insure the highest level of service. Please refer to the accepted contract and policy attached. If there are any further questions or concerns please phone our claims department directly.

Initial Business Response /* (1000, 5, 2016/01/18) */
We are sorry that Mrs. [redacted]'s divider did not make it through the moving process however we did take every measure to insure its safety. Mrs. [redacted] pointed the piece out prior to moving and explained that it was delicate and had been...

previously damaged. We explained that we could move it however it should have been professionally packed due to its delicacy. ABC Quality Moving & Storage cannot be held liable for this item because it is a piece of art, and the client did not have us professionally pack it or unpack the item. In order to insure an item such as artwork, it must be packed for protection. We cannot simply move delicate artwork without packaging protecting it. Mrs. [redacted] was asked to sign a waiver on many unpacked items and/or previously damaged items on moving day, because we wanted her to be aware that in order to move the items, she would need to sign off assuming the liability. Mrs. [redacted] signed the waiver and contract agreeing to our terms. We then wrapped the items with protection quilts and moved them to the new residence. We did discuss this after the move and Mrs. [redacted] thought we should be held liable regardless of the waiver and prior discussing of the items. We are truly sorry of her dissatisfaction with our company and have made every effort to satisfy the situation.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't agree with what they say one piece was broken off of it the first time it was moved in the back of a truck wrapped up in a blanket and that was repaired now 15 pieces are broken off of it. there were no pieces broken off of that when it left my house and now it has 15 pieces broke off you can tell that it was not wrapped in a blanket because several of the pieces are crushed and it is very obvious it was folded up and shoved in there. baby it is the part of the driver because I watched him pull up the driveway with all my furniture and hit the ditch he drove right through the ditch and the truck waved back and forth that could be it. I told him it was very fragile if they could not move it they should have left it there. when I signed the waiver they told me it was for my TVs in my class picture frames. I do not agree with this at all with what they're saying. also I am going to call tomorrow with another complaint I was quoted a price over the phone it was twice as much and then the drivers told me they didn't have room for all my stuff and they just left and left me there with my stuff that I had to get move myself that is the reason I called them was to move me not to leave and say I don't have the room and not finished the job. they told me it would cost me around $1,300 for 3 bedroom 2000 square foot home with a basement and garage.They charged me 2400. so I am calling tomorrow to file another complaint

Initial Business Response /* (1000, 5, 2015/10/14) */
It is unfortunate to hear of Ms. [redacted]'s dissatisfaction; however, she requested a refund of $850.00 for a total of five accusations, three of which are not legitimate, one of which is still pending repair and the other we fixed immediately,...

the following day. Furthermore, none of these damages were listed on the contract which is a direct violation of our company's insurance policy and this was explained to the client during the initial scheduling of the reservation as it is to every client we serve. All of our calls are recorded for quality assurance. This policy is also listed on the contract that the client signed twice, agreeing to the terms upon completion of their move. When damages are not listed on the contract the insurance will immediately deny the claim because it is impossible to determine who actually caused the damages if it is not listed on the contract immediately following the move. We still hope to resolve this issue with Mrs. [redacted]; however, it must be resolved within reasonable terms and $850.00 is not a reasonable amount for this circumstance. We can provide the documentation for the contractual terms signed by the client upon request. Due to the threatening of non-payment from Mrs. [redacted], we will have to await our policy period prior to any cash settlement. This is only protocol when I client refuses or threatens to pay as Mrs. [redacted] did. We look forward to resolving this claim as soon as possible.

This case is being handled by our legal counsel and the court date has yet to be concluded. Once our company receives a court hearing, we will update this claim.