Ability Moving and Storage, LLC

March 1, 2017   Revdex.com P O Box 1000 DuPont, WA 98327   Reference: [redacted]   As her quote letter stated, it was an estimate only and if the weight is over 4,081 pounds she will be charged more.  According to our Bill of Lading from Lynden Transport her actual weight is 6,535 pounds.  If we had charged her for the net weight then she would have been charged $10,978.80 and we only charged her $10,405.80 for 6,060 pounds so right there is a difference of $573.00 that we could have charged her but didn’t.    A non-binding estimate is not a bid or contract.  Your mover provides it to you to give you a general idea of the cost of the move, but it does not bind your mover to the estimated cost.  You should expect the final cost to be more than the estimate.  The actual cost will be calculated based on your mover’s tariff.  Federal law requires your mover to collect the charges in accordance with its tariffs, regardless of what your mover writes in its non-binding estimates.  A non-binding estimate may not be the amount that you will ultimately have to pay.   We are going to stand by our quote that was charged.  No refund is coming back to [redacted] as we have stated in the past   I hope this will satisfy our complaint as Ability Moving and Storage has provided excellent service for our client [redacted] even though she has a complaint, it still costs money to move from Troy, IL to Anchorage, AK.   Please let me know if you need anything else from us.   Attachments: Lynden Bill of Lading   Ability Moving & Storage, LLC [email protected] Geneva D[redacted] / Account Specialist Janet P[redacted] / Administrative Assistant / Sales ICC# [redacted] / DOT#[redacted]

Complaint: [redacted]
I am rejecting this response because: it is ridiculous. A majority of my stuff was boxed up on August...

21st. Why are my items still in New York? What is taking so long to find a company to ship my stuff? Why could you not email or call me back about where my stuff is? Why did it have to come to this. Give me my money back so I can take care of it! Apparently your business is not capable. 12 weeks is just ridiculous!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: you are not listening. We are no longer doing business with you. You can stop "working" on getting my items here. I got my money back from the bank and you can "work" with them to pay them back. I already paid another company to pick up my items and ship it to Alaska. They are finishing the job you failed to do. Thanks
Sincerely,
[redacted]

At this time we still don’t have a definite date as to when we will be able to pay for your household belonging.  We are working on a plan to get it taken care of.

Complaint: [redacted]I am rejecting this response because:
Ability's comments are entirely non-responsive to our actual complaint. First, it is immaterial that Ability did not deal with me until after the shipment was collected.  Second, Ability's response misrepresents what Ability actually communicated in the estimate, which I quoted verbatim in the complaint and have attached as an Exhibit to this response.  The Estimate DID NOT indicate that we would be charged separately for supplies and materials plus a 10% fuel surcharge as Ability claims -- instead the Estimate clearly DID INDICATE that supplies and materials and the fuel surcharge would be INCLUDED in the per-pound cost.
We did not challenge the 5000 lbs minimum -- again this is non-responsive to our ACTUAL complaint.  We are challenging the charge for the additional weight of the shipping materials which were to be included in the per-pound cost. Same with the fuel charge -- we are challenging the application of the charge above and beyond the per-pound price we were quoted in the Estimate.
Regarding the COD, Ability DID NOT explain that the port of delivery was [redacted] to [redacted] (whatever that is supposed to mean -- the goods were to be delivered to [redacted]).
Additionally, all the added information about the moving men has nothing to do with our complaint and adds nothing to Ability's defense. And the added information about which credit card we decided to use has nothing to do with the complaint.
Finally, my father signed the inventory sheets on the day the goods were picked up in Alaska, September 28.  There was nothing to complain about during of first encounter with Ability.   What I have characterized as Ability's incompetence and duplicity was not revealed until we received the bill several days later and attempted to resolve the issue. [redacted] -- who represents herself as a co-owner -- was immediately rude and unprofessional when the Estimate issue was first raised.  The "sloppiness" of Abilities work wasn't revealed until final delivery when we discovered only a small portion of the shipping crates were appropriately marked. The 3d partly delivery man even remarked that the packing job was sloppy.
The lack of responsiveness to our Revdex.com complaint calls into question the efficacy of this medium as a means of redress for honest issues.  If Ability continues to refuse to meaningfully response to our complaint that its Estimate, verbal representations and actual practices are inconsistent and unfair, I will follow up with a formal letter demanding arbitration as per FMCSA regulations. I will also review our legal options. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Thank you for your attention this week. As per our conversation, I would like to re-open Complaint #[redacted] and submit the following response and counter-proposal to Ability Moving & Storage:   The language of the estimate is unequivocal. The word “plus” is a preposition and it means “with the addition of” – it is absolutely clear that the per-pound quote included both the fuel surcharge and the cost of the “materials and supplies.”  Any arbitrator or court would read it this way.  The bill of lading, or whatever you want to call it, did not alter the arrangement as it was explained over the phone and confirmed in the estimate.  The actual weight was added after we signed – which is typical – and we still have the right to challenge the weight under Federal Regulations anyway after this point.  But we are not disputing the total weight – we are disputing the fact that you charged us for the weight you added with shipping containers. Not only were we never told about the significant additional weight of the containers; we were told that everything was included in the per-pound estimate.  Finally, even if, as you insist, the “COD” referred to [redacted] as the port of delivery, you sent our goods on to Seattle before we had settled the dispute. You then threatened to put our goods in storage in Seattle and charge us the cost of storage. Either way you spin it – you either breached the agreement by demanding payment before the goods we received them at the place of delivery, or you send the goods beyond the port of delivery in order to extort payment from us. Either way, you were clearly not dealing in good faith with us. I am willing to settle this claim now, before we proceed with any further legal action, for $1,000 – less than half of what we were overcharged. If you do not wish settle now, we will pursue our legal options and seek a full refund.

Re: [redacted]
Complaint #[redacted]
We are responding to the complaint dated January 4, 2016 regarding Mr. [redacted].
For the record Ability Moving and Storage did not deal with Mr. [redacted] until after the shipment was picked up from [redacted], ** which is 498 miles from [redacted]...

round trip.  Mr. [redacted] came into the picture when it came time to pay the bill.  All correspondence was generated between Ability Moving and Storage and Mr. [redacted].  A quote letter was generated on 8/26/2015 which is a non-binding estimate explaining that per our in-house survey he had approximately 5,000# and would be charged for supplies and material plus a 10% fuel surcharge.  Any weight over and above 5000# minimum would be $158.00 per 100#.  He agreed to this and booked his move for 9/30/2015. He was made aware of the 5,000# minimum weight. The fuel surcharge was always mentioned to Mr. [redacted] being it was inter-state move from [redacted], ** to [redacted], **.  Please see attached quote letter.
Ability Moving and Storage sent two men and our box truck to [redacted], ** to load his household goods and paid for a motel for the crew to spend the night, and drive back the next day.  Ability Moving and Storage only charged him for the time it took us to load the household goods on the truck, not the time it took to drive there and back.   After loading the items into wooden crates, Ability Moving and Storage took it to ship at which time they weigh it and it came out to be 5,920 pounds.  Ability Moving and Storage called him to let him know the total of his shipment, and there was some confusion as to which credit card they wanted to use to make payment in full.  As specified in the quote letter shipment must be paid in full prior to shipment of household goods.
His son [redacted] complained about having to pay up front to ship his dads’ goods.  Ability Moving and Storage explained that COD is to the port of delivery which was [redacted] to [redacted].  He also felt the amount charged was more than his dad agreed to.  Ability Moving and Storage had several emails going between us with his son before he finally paid the bill in full.  On the invoice the material, supplies and the 10% fuel surcharge are in addition to the 5,000 pound quote.  It also states that payment is due prior to transportation of household goods.
Again stated by Mr. [redacted] referring to be unprofessional and insulting, I’d like to clarify for the record that a customer comment form was filled out by Mr. [redacted] and the inventory sheets were signed by Mr. [redacted] and nothing was ever mentioned about Ability Moving and Storage providing poor and sloppy service.
I hope this will satisfy our complaint and Ability Moving and Storage has provided excellent service for our client Mr. [redacted] even though he has a complaint, it still costs money to move from [redacted] to [redacted].
Thank you,
Janet P[redacted]
Administrative Assistant
Ability Moving and Storage LLC
[redacted], ** 99503
907-349-6683 phone
907-349-6684 fax

We met with our Insurance company and have come to a resolution.  We are settling this claim and Mr. [redacted] will be contacted by our insurance agent today (6/8) with the resolution.  Mr. [redacted] signed our invoice that states our reimbursement for damages is .60 cents per pound per item on damages.  Mr. [redacted] will be reimbursed for damages according to this policy and signed document.  I have attached the claim form of the damages with the weights that Mr. [redacted] filled out himself as well as the signed invoice that states what our damage replacement policy is.

Complaint: [redacted]
I am rejecting this response because:I have a copy of my call log proving I contacted Ability prior to the move to confirm 3/4/17.  Attached are pictures of some of the broken items but not all of them.  I am still unpacking and will not know what all is damaged or broken until I completely unpack.  Again, Ability should have been prepared for the move with a dolly and liquids for the movers.  Because they were not prepared, the move took longer, moving one box at a time until I provided a dolly at my new home.  I provided bottled water at my new home.  Still, there were cups and water at my previous residence.  I’m happy to file a claim for the broken items.  However, I did not receive a yellow copy of anything.  I still have not received a quote, claim form, contract or any documented information.  I do not believe it is fair for me to pay additional monies for an extended move due to lack of preparation and broken items when I never received as much as a quote, contract to follow or any business form whatsoever.  $150 has been paid.  It took roughly 1 hour to unload with a dolly and roughly 2.5 hours to load the truck due to the lack of a dolly.  I do not see how I would be expected to pay more money when invaluable items are destroyed.  I cannot allow Ability to decide on the worth of my items when the hourly rate went from $85 to $95 an hour and the move took longer due to equipment being forgotten; “dolly was left at our warehouse after taking it out to have the box truck cleaned for the move”. I need all business documentation as I do not have a habit of giving money away without a business agreement.  Was this Abilities first move?  Why were steps not taken to prepare for the move?  Why was the truck not ready to arrive with equipment needed for a scheduled move?  Why were the movers unprepared?  Is it not common practice for movers to have dollies and water?  What procedures are in place to make a claim?  Why did I not receive any documentation other than a receipt for the payment of $150?
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This issue has been dragging on now for over 8 months and all they can say is this issue is still under review. We need this issue to be resolved.
Sincerely,
[redacted]

[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]