[redacted] and [redacted] hired Xtreme Movers to relocate
their items from [redacted] [redacted] to [redacted] on May 23, 2015 and had
there items remain in our storage facility until July 1, 2015 as this was the
first available date of delivery....
Xtreme Movers originally spoke with [redacted] during the
estimate process. [redacted] provided us a list of items in January of 2015 and
reserved her move on February 23, 2015 based upon the list of items she
provided to us. [redacted] provided a list of 186 pieces to be relocated and
provided an electronic signature as her acknowledgment that the list is
accurate and she had read all of the terms and conditions of the contract. On the day of the move on May 23, 2015 the customer’s had an
additional 53 pieces to be relocated totaling 239 pieces opposed to the
original 186. This is the reason for the cost increase. Once a move is reserved no changes can be made prior to the
pick-up date as once reserved the job is moved to the dispatch department, once
in the dispatch department the sales team has no access to make changes. In the moving estimate and the Order for
Service it clearly states: As a TRUE
CARRIER all pricing is based upon cubic feet, if the cubic footage goes
down, the final bill will be adjusted upon pickup at the same rate per cubic
ft. that is locked in once the reservation is made. If the cubic footage
goes up the customer shall only be responsible for the same rate per cubic ft.
they were charged at the time of reservation.On the day of
the move the customer had additional items and a Revised Written Estimate was
completed and Signed by the customer who agreed to the additional charges prior
to the job being loaded onto our truck. Regarding
delivery the customer stated she was ready for delivery to [redacted] on July 1, 2015, the delivery schedule is on the delivery form that [redacted] filled out online to confirm she was ready for delivery, which states: Please note that delivery can take up to 14 business days
(east coast to east coast), and 21 business days (east to west coast) from the
first available day that shipment can be received.The customers items were brought to our ** holding facility
and placed on a truck fro delivery when we had a truck going to the [redacted]
area, the delivery took place within the 21 business day delivery window. The final issue is damages at the time of delivery, the
customer was informed that a claim will need to be filed with the claims
department. The customer waived her
rights to full value protection and opted to go with the basic valuation
coverage included in the quote which is the standard Basic valuation Coverage
of $0.60 per pound per article. The
customer has up to 9 months from the date of delivery to file a claim, if they
have not filed a claim she can contac[redacted] directly at [redacted]
and they will assist her in filing the claim based upon her contract. Xtreme Movers completed the moving services based upon the
contract and all terms conditions riles and regulations, Ms. [redacted] and Ms.
[redacted] have been provided the services that they paid for and Xtreme
Movers have spoken to the customer and have tried to resolve this matter with
them directly and [redacted] has turned down our courtesy discount. We have tried to resolve the matter and both
Ms. [redacted] and [redacted] have refused to allow us to try and satisfy
their unhappiness.
[redacted] and [redacted] (The CM) hired Xtreme Movers (Company) to relocate there items from [redacted] to [redacted] with a pick up date of 6/27/2017. The CM informed us that the first available date of delivery was June...
27, 2017 they were informed we do not guarantee delivery dates and the delivery will take after June 27, 2017. The Cm signed a delivery form which clearly states that deliveries to the west coast take up to 21 business days from the first available date of delivery. We are still within the delivery window and are not late on the Cm’s delivery. We tried to ship out the items but the CM informed us they would be on vacation and could not receive delivery within the window of which we were going to be able to deliver between July 15- July 19. The CM informed us that they will only be able to receive delivery on or after July 20, 2017 when they return from vacation. We had to wait to ship out the CM’s items because they will not be available to have the items delivered. The Cm is requesting a one day delivery window which we are unable to guarantee as we are shipping the items via tractor trailer and we are unable to control weather conditions, accidents, traffic, road conditions or any acts of god. The CMs spoke with our Dispatch Manager and requested a new delivery date as of the July 20th as they will be back from vacation. This date is still within the original 21 business days. This complaint should be removed as the Xtreme Movers is still within the delivery window as per the contract attached for your review is the signed delivery form and the terms and conditions of the contract which both clearly state the delivery window.
Complaint: [redacted]
I am rejecting this response because:
I'm regretting the reply because it's false! They changed the contract after they picked up my things. They have continued to lie and they bounced me from person to person. I have emails, text messages, and recording of them promising they would do things that they didn't do. I would also like to point out that there are many complaints filed on different sites like Yelp that people have had this same problem with the company. Also if you would take the time to look at the good reviews you will see they are so similar that it can't be real. Matter in fact there are reviews from different names, but the picture is the same. There are also good reviews from people that I know work for the company.
Regards,
[redacted]
Dear [redacted]This complaint should be removed from our record below please see the refund issued on 7/24/2017.The deposit placed was only $632.00 I have attached a copy of the cc info for you to review.As per the cancellation policy the customer was not due for a refund however as a company...
Complaint: [redacted]
I am rejecting this response because:In response to Xtreme Movers, I will address each numbered point: 1. With regard to XM's statement that "Once a move is reserved no changes can be made prior to the pick-up date" - if this is the case, they need to ensure that their sales reps on the phone don't lie in an effort to gain business. The sales rep we spoke with no only did not say this, but said the opposite, assuring us that we could make changes up until the day before pickup. 2. With regard to XM's statement that "...If the customer had an issue at the time of pick-up with the work of the employees she should have called our office...immediately..." - we had a 3000 square foot house and they sent 5 people to pack us up. I could not be all places at once, nor am I an expert on how to pack things for a long haul. It wasn't until delivery that it became obvious that many things had not been packed or wrapped nearly well enough for a long haul.3. With regard to XM's statement that "Additional insurance was not purchased..." - Again, we spent almost $10K on this move and XM initially seemed like a reputable company. I am happy to send them pictures of the items that were damaged. I am unable to send pictures of the items that were stolen/went missing. 4. With regard to XM's statement that "Regarding damages...the customer needs to file a claim..." - it was not worth my time to file a claim so that I could be reimbursed, for example, $132 for the $3000 elliptical that they ruined. 5. With regard to XM's statement that "Regarding the tracking of our trucks we do not have a GPS tracking system..." - the fact that they were unable to tell us where our stuff was for over a week is completely unacceptable in this day and age. Everyone has a cell phone. All they needed to do was call their driver in order to ascertain where he was. But they were unable to do that because they literally had no driver during that time: the first driver had dropped all our stuff off at a random storage facility in ** and were waiting to find another driver who was willing to load everything up and bring it to [redacted]I would be more than happy to resolve this complain if XM were offering any sort of resolution, which would include an apology for so poorly executing our move, as well as financial remuneration in an amount commensurate with the damage our possessions incurred, the possessions that were never delivered at all, time wasted trying to communicate with them, and misinformation we were given. However, to date they have offered no apology, and the paltry sum they offered in the hopes that I would retract my complaint has only strengthened my resolve to ensure that other consumers are warned this is not a good choice of moving company for a long distance move. I don't want anyone else to have to go through what we went through.
Regards,
[redacted]
Xtreme Movers did not change the contact on [redacted]. He was informed prior to his move date that we were only moving the items to WA. The email was previously sent as proof documentation. Also, he electronically signed the estimate prior to the move date which was also sent for proof which clearly shows WA state. All of our reviews are from our customers, Yelp all all other websites have a review process. This information uis false. [redacted] is not mentioning that he was offered $1,500.00 to assist with the move cost by Xtreme Movers to which he turned down. We have all of the recordings on file and we have sent in the email documentation that [redacted] was informed Xtreme Movers does not move to [redacted]. We have tried to resolve this matter and help [redacted] in the moving of his items to [redacted] as a company courtesy and the funds were refused. We do not know what else to do and try to resolve this matter with him as he seems to only be out to try and ruin our reputation.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to my family. We are obliged to close this complaint at this time in order to agree to the company's terms and get our possessions.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I have voice recordings of their lies, they can write what ever they want. They can't keep their own information straight.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The person responding to my complaint had no such conversation with me. She simply took my original complaint. I told her that I called Marsha, the moving agent, twice on moving day to express my concern about the price being doubled, but no one called me back. She apologized and said that she would immediately pass the information along to her boss and someone would call me shortly. I received a call from Ms. Tina G[redacted], who indicated that she was an owner of the company and would be handling my complaint to see what can be worked out. She tried to intimidate me and was very condescending. I sent her my list of discrepancies and she called me to discuss, she placed me on hold twice to say she had the owner on another line discussing my complaint and his offer to me was $395 (10%) of $3950, for the items that were miscalculated. I said no thank you and that I will consult with an attorney to seek legal assistance. She was not happy with that and when I asked for the owner's name whom she was speaking to, she hesitated and said Steve. When I asked for his last name she said look it up and hung up the phone. I sent an email to Ms. Nikki S[redacted], because that was the only email provided to me, and indicated that Ms. G[redacted] was not very professional and that I would handle this matter in a legal manner. I never threatened anyone, but this apparently is their way of deflecting from admitting any wrong doing. Soon thereafter Ms. S[redacted] sent me the owner's name and their attorneys name.I was also told by Ms. G[redacted], in our very first conversation that I needed to contact the insurance company to make a claim for the damages items separately. In my last conversation she said I signed off on moving day to .60/lb for damaged goods, that I did not opt for the additional insurance coverage. Truthfully I was never made aware of any other coverage, just that my move would be fully covered for any and all damages. This is a total scam.As I indicated in my complaint, I am disputing the calculation of the number of boxes and merchandise listed on the inventory sheets. There was no total number indicated where I signed, just an inventory list, which I would not have figured to be so fabricated. Unfortunately, it was. They clearly operate a dishonest and deceitful business and should not be allowed to operate in such a manner as to defraud their customers. I was also told by Ms. G[redacted] that I needed to file an insurance claim separately from my speaking to her. That my coverage was .60/lb. I was told I was insured for damages and was never offered an alternate insurance plan, as indicated by Ms. G[redacted] in one of our conversations.
Regards,
[redacted]
[redacted] and [redacted] hired Xtreme Movers to relocate
their items from [redacted] [redacted] to [redacted] on May 23, 2015 and had
there items remain in our storage facility until July 1, 2015 as this was the
first available date of delivery....
Xtreme Movers originally spoke with [redacted] during the
estimate process. [redacted] provided us a list of items in January of 2015 and
reserved her move on February 23, 2015 based upon the list of items she
provided to us. [redacted] provided a list of 186 pieces to be relocated and
provided an electronic signature as her acknowledgment that the list is
accurate and she had read all of the terms and conditions of the contract. On the day of the move on May 23, 2015 the customer’s had an
additional 53 pieces to be relocated totaling 239 pieces opposed to the
original 186. This is the reason for the cost increase. Once a move is reserved no changes can be made prior to the
pick-up date as once reserved the job is moved to the dispatch department, once
in the dispatch department the sales team has no access to make changes. In the moving estimate and the Order for
Service it clearly states: As a TRUE
CARRIER all pricing is based upon cubic feet, if the cubic footage goes
down, the final bill will be adjusted upon pickup at the same rate per cubic
ft. that is locked in once the reservation is made. If the cubic footage
goes up the customer shall only be responsible for the same rate per cubic ft.
they were charged at the time of reservation.On the day of
the move the customer had additional items and a Revised Written Estimate was
completed and Signed by the customer who agreed to the additional charges prior
to the job being loaded onto our truck. Regarding
delivery the customer stated she was ready for delivery to [redacted] on July 1, 2015, the delivery schedule is on the delivery form that [redacted] filled out online to confirm she was ready for delivery, which states: Please note that delivery can take up to 14 business days
(east coast to east coast), and 21 business days (east to west coast) from the
first available day that shipment can be received.The customers items were brought to our ** holding facility
and placed on a truck fro delivery when we had a truck going to the [redacted]
area, the delivery took place within the 21 business day delivery window. The final issue is damages at the time of delivery, the
customer was informed that a claim will need to be filed with the claims
department. The customer waived her
rights to full value protection and opted to go with the basic valuation
coverage included in the quote which is the standard Basic valuation Coverage
of $0.60 per pound per article. The
customer has up to 9 months from the date of delivery to file a claim, if they
have not filed a claim she can contac[redacted] directly at [redacted]
and they will assist her in filing the claim based upon her contract. Xtreme Movers completed the moving services based upon the
contract and all terms conditions riles and regulations, Ms. [redacted] and Ms.
[redacted] have been provided the services that they paid for and Xtreme
Movers have spoken to the customer and have tried to resolve this matter with
them directly and [redacted] has turned down our courtesy discount. We have tried to resolve the matter and both
Ms. [redacted] and [redacted] have refused to allow us to try and satisfy
their unhappiness.
[redacted] and [redacted] (The CM) hired Xtreme Movers (Company) to relocate there items from [redacted] to [redacted] with a pick up date of 6/27/2017. The CM informed us that the first available date of delivery was June...
27, 2017 they were informed we do not guarantee delivery dates and the delivery will take after June 27, 2017. The Cm signed a delivery form which clearly states that deliveries to the west coast take up to 21 business days from the first available date of delivery. We are still within the delivery window and are not late on the Cm’s delivery. We tried to ship out the items but the CM informed us they would be on vacation and could not receive delivery within the window of which we were going to be able to deliver between July 15- July 19. The CM informed us that they will only be able to receive delivery on or after July 20, 2017 when they return from vacation. We had to wait to ship out the CM’s items because they will not be available to have the items delivered. The Cm is requesting a one day delivery window which we are unable to guarantee as we are shipping the items via tractor trailer and we are unable to control weather conditions, accidents, traffic, road conditions or any acts of god. The CMs spoke with our Dispatch Manager and requested a new delivery date as of the July 20th as they will be back from vacation. This date is still within the original 21 business days. This complaint should be removed as the Xtreme Movers is still within the delivery window as per the contract attached for your review is the signed delivery form and the terms and conditions of the contract which both clearly state the delivery window.
Complaint: [redacted]
I am rejecting this response because:
I'm regretting the reply because it's false! They changed the contract after they picked up my things. They have continued to lie and they bounced me from person to person. I have emails, text messages, and recording of them promising they would do things that they didn't do. I would also like to point out that there are many complaints filed on different sites like Yelp that people have had this same problem with the company. Also if you would take the time to look at the good reviews you will see they are so similar that it can't be real. Matter in fact there are reviews from different names, but the picture is the same. There are also good reviews from people that I know work for the company.
Regards,
[redacted]
Dear [redacted]This complaint should be removed from our record below please see the refund issued on 7/24/2017.The deposit placed was only $632.00 I have attached a copy of the cc info for you to review.As per the cancellation policy the customer was not due for a refund however as a company...
courtesy we did refund the full deposit.
Complaint: [redacted]
I am rejecting this response because:In response to Xtreme Movers, I will address each numbered point: 1. With regard to XM's statement that "Once a move is reserved no changes can be made prior to the pick-up date" - if this is the case, they need to ensure that their sales reps on the phone don't lie in an effort to gain business. The sales rep we spoke with no only did not say this, but said the opposite, assuring us that we could make changes up until the day before pickup. 2. With regard to XM's statement that "...If the customer had an issue at the time of pick-up with the work of the employees she should have called our office...immediately..." - we had a 3000 square foot house and they sent 5 people to pack us up. I could not be all places at once, nor am I an expert on how to pack things for a long haul. It wasn't until delivery that it became obvious that many things had not been packed or wrapped nearly well enough for a long haul.3. With regard to XM's statement that "Additional insurance was not purchased..." - Again, we spent almost $10K on this move and XM initially seemed like a reputable company. I am happy to send them pictures of the items that were damaged. I am unable to send pictures of the items that were stolen/went missing. 4. With regard to XM's statement that "Regarding damages...the customer needs to file a claim..." - it was not worth my time to file a claim so that I could be reimbursed, for example, $132 for the $3000 elliptical that they ruined. 5. With regard to XM's statement that "Regarding the tracking of our trucks we do not have a GPS tracking system..." - the fact that they were unable to tell us where our stuff was for over a week is completely unacceptable in this day and age. Everyone has a cell phone. All they needed to do was call their driver in order to ascertain where he was. But they were unable to do that because they literally had no driver during that time: the first driver had dropped all our stuff off at a random storage facility in ** and were waiting to find another driver who was willing to load everything up and bring it to [redacted]I would be more than happy to resolve this complain if XM were offering any sort of resolution, which would include an apology for so poorly executing our move, as well as financial remuneration in an amount commensurate with the damage our possessions incurred, the possessions that were never delivered at all, time wasted trying to communicate with them, and misinformation we were given. However, to date they have offered no apology, and the paltry sum they offered in the hopes that I would retract my complaint has only strengthened my resolve to ensure that other consumers are warned this is not a good choice of moving company for a long distance move. I don't want anyone else to have to go through what we went through.
Regards,
[redacted]
Xtreme Movers did not change the contact on [redacted]. He was informed prior to his move date that we were only moving the items to WA. The email was previously sent as proof documentation. Also, he electronically signed the estimate prior to the move date which was also sent for proof which clearly shows WA state. All of our reviews are from our customers, Yelp all all other websites have a review process. This information uis false. [redacted] is not mentioning that he was offered $1,500.00 to assist with the move cost by Xtreme Movers to which he turned down. We have all of the recordings on file and we have sent in the email documentation that [redacted] was informed Xtreme Movers does not move to [redacted]. We have tried to resolve this matter and help [redacted] in the moving of his items to [redacted] as a company courtesy and the funds were refused. We do not know what else to do and try to resolve this matter with him as he seems to only be out to try and ruin our reputation.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to my family. We are obliged to close this complaint at this time in order to agree to the company's terms and get our possessions.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I have voice recordings of their lies, they can write what ever they want. They can't keep their own information straight.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The person responding to my complaint had no such conversation with me. She simply took my original complaint. I told her that I called Marsha, the moving agent, twice on moving day to express my concern about the price being doubled, but no one called me back. She apologized and said that she would immediately pass the information along to her boss and someone would call me shortly. I received a call from Ms. Tina G[redacted], who indicated that she was an owner of the company and would be handling my complaint to see what can be worked out. She tried to intimidate me and was very condescending. I sent her my list of discrepancies and she called me to discuss, she placed me on hold twice to say she had the owner on another line discussing my complaint and his offer to me was $395 (10%) of $3950, for the items that were miscalculated. I said no thank you and that I will consult with an attorney to seek legal assistance. She was not happy with that and when I asked for the owner's name whom she was speaking to, she hesitated and said Steve. When I asked for his last name she said look it up and hung up the phone. I sent an email to Ms. Nikki S[redacted], because that was the only email provided to me, and indicated that Ms. G[redacted] was not very professional and that I would handle this matter in a legal manner. I never threatened anyone, but this apparently is their way of deflecting from admitting any wrong doing. Soon thereafter Ms. S[redacted] sent me the owner's name and their attorneys name.I was also told by Ms. G[redacted], in our very first conversation that I needed to contact the insurance company to make a claim for the damages items separately. In my last conversation she said I signed off on moving day to .60/lb for damaged goods, that I did not opt for the additional insurance coverage. Truthfully I was never made aware of any other coverage, just that my move would be fully covered for any and all damages. This is a total scam.As I indicated in my complaint, I am disputing the calculation of the number of boxes and merchandise listed on the inventory sheets. There was no total number indicated where I signed, just an inventory list, which I would not have figured to be so fabricated. Unfortunately, it was. They clearly operate a dishonest and deceitful business and should not be allowed to operate in such a manner as to defraud their customers. I was also told by Ms. G[redacted] that I needed to file an insurance claim separately from my speaking to her. That my coverage was .60/lb. I was told I was insured for damages and was never offered an alternate insurance plan, as indicated by Ms. G[redacted] in one of our conversations.
Regards,
[redacted]