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Aetna Moving & Storage, Inc.

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Reviews Aetna Moving & Storage, Inc.

Aetna Moving & Storage, Inc. Reviews (5)

I had a very positive experience with this business. I spoke to Dustin regarding what I wanted done. He was professional and friendly, gave me a fair estimate and the following the work was done. Terry and Billy did a great job of moving the junk and yard waste that had built up over the years. They were hard working and friendly. I would use this company again.
Debbie P.

Review: On April 16, 2015, Dennis, [redacted] of Aetna Storage and Moving came out to give me a quote at the condo where I was living, his quote after the exclusion of packing materials, packing 3 double door closets, a walk-in closet, glass tables, mirrors, furniture for storage and glass dishes was $700, which was for moving everything from the condo to storage. He also said that he would move a piano that I had at my other residence for an extra $50. I called his office sometime later to inform him that I wouldn't need any packing materials and that I would not need to have the closets, glass tables, furniture for storage, glass dishes or mirrors packed, and to inquire about moving a washer and dryer from the residence where the piano was located, as well as, what the cost would be to move the living room set, dining set and bedroom set from the condo to an apartment which was on the direct route to the storage place located about 5 minutes away. I spoke with Dustin, the [redacted], he told me that I could eliminate the packing portion and materials from the quote since I wasn't having that done, he also said that it should only add a couple of hours of time to pick up the washer and dryer and unload the things at the apartment, that it would go by the extra time that it would take them at the house and the apartment. I asked him if I should do the other residence on a separate move and he said, no because it would be another trip charge for them to come out again. I asked if they wanted to pick up the things at the house or the condo first and he said it didn't matter, that they could start at the condo since most of the things were there. He told me to yellow tag the things going to storage so the movers could identify them quickly and load them up without having to ask where things were going.

On May 29, 2015, the day of the move, the movers came to the condo and stated that they needed to start at the house first because the things going to storage had to go in the truck first. The travel time was about 25 minutes to the house and 25 min back. When we got to the house, I had them take the living room set along with the piano, 6 boxes in a closet, a flat screen TV, 2 DVD players, a play station, the stand they were on, a microwave and a tray table. We were at the house for an hour, which according to Dustin should have added an hour of time (which would be $140) to the $700 for the move.

When we arrived back at the condo, I took the lead mover, Doug around the condo and showed him everything that was yellow tagged that needed to go to storage. They had no closets to pack because they had been packed already and half of the closet boxes had already been moved to storage the day before. I also told them that they didn't have to move any of the kitchen items, none of the bathroom items and some of the things that were in the basement, that I would take care of getting moved myself. Doug asked me what the quote was before they started and I told him that it was $700 for the move, that closets had already been packed and several of the boxes had already been taken to storage and I didn't need packing materials. He stated a couple of times that it was a 4 hour job, however, they spent about 6 1/2 hours at the condo. On several occasions, while I was packing in other areas of the house, Doug came to me to clarify what was going to storage after I had already showed him. The movers were very personable and engaged me and my son in conversation throughout the day, however I didn't think I was being charged whenever they stopped to talk. Around 2:00, I offered to buy them lunch because they looked tired and hadn't eaten. They gave me their lunch orders and I went and got lunch. We sat down and ate for about a half hour. I figured that I wasn't being charged since they weren't working and I had treated them to lunch. Before the move started, I had asked Doug if a storage cabinet that contained paper, envelopes and office supplies needed to be emptied, he looked at it and lifted it a little and said no. I told him that my son and his friend had been able to moved it with the stuff in it, but I just wanted to make sure they could too. However toward the end of the move, Doug told me I had to take everything out and pack it.They stopped loading the truck around 5:00 because they said they ran out of room, which left me with several things still needing to be moved which resulted in having to utilize 5 people's vehicles the next day to get the rest of the things moved, which did not include the trips for the things that I said I would move myself.

When we got to the apartment, Doug called his office to get someone to come and help them finish the move, he said he got no response. I asked if they wanted me to contact my son or a family member to help, they said yes. I texted my son, but didn't get an answer. I contacted my brother and he said he and his sons would come the next day to finish what they left behind. I helped for a few minutes, then offered to buy them something to drink after they said they were thirsty, they gave me their orders and I bought their drinks. When I came back I took their orders for dinner and bought them dinner. We were at the apartment for 2 hours, which should have added another $280 to the $700 for the move according to the amount of time we were there.

We arrived at the storage place around 7:15, it took about 1/2 hour to unload items that came from the house, the rest of the time was spent unloading the things from the condo. There was no bathroom at the storage place and one of the movers had to use the bathroom so I took him to Wendy's and then stopped at an ATM to get money so I could tip them. We were gone for about 20 - 25 minutes. They were done unloading at 9:00. I gave them their tips. Then Doug told me the bill was $1890 to my shock and dismay. I told him that was way over the quote for the move and that I would call the office to take it up with Dennis because I was too tired to deal with it then.

The office was closed for the weekend so I left a message to complain about the charge. I called again on Monday and spoke to Dustin about my complaint, he said Dennis was out of the office and would return my call the next day. When I spoke to Dennis on Tuesday to complain about the charge, he was very rude and belligerent. He yelled at me several times during the call, but agreed that I should not have been charged for the movers leaving the condo and going to the house, he said they should have started the move at the condo, he also agreed that I should not have been charged for the time they took to eat. I told him that the charge ended up to be double the $700 quote for the move and should not have been. He tried to account for the overage by saying it was because of the extra things that I added to the move. I told him that the extra things that I added to the move did not add up to the overage in price I was charged, because it did not add that much extra time to the move. I told him that others things added to the time, like padding being folded at the storage place leaving 2 people to finish unloading the truck. He said that was part of the move, then he mentioned that Doug said they had to sort things as they put them in storage. I told him that was not the case, that they told me I could let them know what boxes I wanted near the front of the storage locker and I said boxes labeled closet could be put in the front. I helped them with the unloading and when I saw those boxes, I had them put on the side in the front and there were not a lot of them because half of them were already there. He said that he and Doug would come to the apartment the next day to meet with me to find out what happened, then he hung the phone up on me.

Dustin, the [redacted] came out that evening to fix the reclining couch that wasn't working properly after it was moved. I spoke to him about my complaint and told him how rude Dennis was and how he had listed the things that I had added to the move from the house to account for the extra charge when I spoke to him on the phone, but the things that I added from the house only amounted to an extra hour. I told him that the apartment added 2 additional hours to the move and about a 1/2 hour was added at the storage place for the things that were unloaded from the house for a total of 3 1/2 hours. 3 1/2 hours @ $140 per hour would be an extra $490 added to the $700 quote for the move resulting in a total of $1190, which doesn't account for the work that the movers didn't complete that was part of his quote. I told him that most of the mover's time was spent at the condo, the place where Dennis had walked around and looked at everything that need to be moved to come up with his quote. I told him that the $1890 that I had been charged minus $1190 that I should have been charged was $700 over the quote for the move. I told him that I didn't watch the movers because I was busy packing things. Dustin agreed that I should have only been charged for the extra time that was added and that Dennis' quote should have been pretty close since he had come out to see what had to be moved at the condo. He said the movers should have started the move at the condo, declined lunch and dinner and eaten on their way to the next stop. He also said he never got a call from Doug requesting more help when they were at the apartment. He looked around the apartment to see what the movers had unloaded. He assured me that everything would be worked out since Dennis was coming to meet with me the next day, he said that he was a better person to deal with face to face than on the phone.

Dennis didn't come the next day or call. When I called his office, he did not return my phone calls. I spoke with Dustin and he told me that Dennis said he would give me a refund. I wanted to make sure that was the case, so I left Dennis another message to let him know that if I didn't hear from him by the next day or if my credit card wasn't credited for the $700, I was going to dispute the $700 with my credit card company and file a Revdex.com complaint. I have not heard back from him and I have not received a refund from him. I opened a dispute for the $700 charge with my credit card company on June 8, 2015.Desired Settlement: A credit to my credit card account for the $700 refund.

Business

Response:

Dennis went to [redacted]'s residence on April 16th, 2015 to provide an estimate for a partial pack and a move the following day to a mini warehouse in New Berlin. When he was at the residence he informed her not to empty her dressers and chest of drawers as it would be less work for her and a lot less boxes for us. She did empty all her drawers anyways except for one drawer unit filled with paper documents and at the time of the move our men asked her to empty it knowing it was too much weight for the construction of the unit. She had us go to three addresses, not one as she stated at the time of the estimate. She added for us to disassemble beds and then set them up. She also added picking up a piano, washer, dryer, sofa, 2 over sized chairs, coffee, end tables, lamps, 12-15 cartons, plus electronics from her son's room. With a large moving van you can plan on a 20-30 minute travel time. From door to door with adding on two addresses you can add on 2 hours. With the piano , washer, dryer, bedroom set, sofa, and chairs you can add 2 hours to load and unload. With the men having to sort out things by color code at her storage unit too it took more time and more boxes from the dresser contents.

The estimated time for the warehouse move is 7 hours. The extra travel time for the additional two locations is 2 hours. The additional pieces of the piano, washer, dryer, sofa, 2 chairs, coffee & end tables, lamps, pictures, 12-15 cartons, electronics from son's room, setting up of furniture at residence including the beds was an extra 4 hours. None of this was on the estimate. We were at her apartment 2 hours plus the pick up time. The men did take a lunch break for 1/2 hour and maybe 1/2 hour for additional water or soda breaks. This is a total of 14 hours.

I will agree to give her a refund for one hour, $140.00, to compensate for the breaks the men took. Otherwise she was happy with the men and the move and even tipped them at the end.

Consumer

Response:

The response provided by the company is not true, I did not empty all of my dressers and chest of drawers. The dresser and chest of drawers from the second bedroom upstairs were emptied so the dresser could be put in storage and there were only 2 medium sized boxes that the movers had to move as a result, the other things were put in the upstairs closet and my family and I moved them later. The dresser and chest of drawers downstairs was not emptied. I also did not "add" disassembling the beds, the beds had to be disassembled whether they went to storage or not. Further, only one bed had to be set up at the apartment, the other bed was stored as originally planned. I did not "add" picking up the piano or the 2nd address, at the time Dennis provided me with his quote, he stated that he would pick up the piano for an extra $50. As stated in my original complaint, I later called and spoke to the office manager, Dustin, to advise him of picking up the washer and dryer and moving the living, dining and one bedroom set to the apartment. He stated that the additional cost would only be the extra time spent at the apartment and picking up the additional items at the house. The extra time to pick up the additional items that I requested at the house amounted to 1 hour and 2 hours to set up the apartment. Dennis was well aware of the 2nd address at the time of his quote, as well as the travel time. In addition, the moving guys came to the condo first then stated that they need to start at the house, which both Dennis and Dustin stated should not have happened and that I should not have been charged for. The apartment was in route to the storage place which is 5 minutes away, so no extra travel time was incurred there. It is blatantly untrue that there was any "color coding sorting" of any kind at the storage unit, there was nothing that was multicolored. The moving men asked me to let them know which things to put in front of the storage for accessibility and I told them the closet boxes, of which there were about 5 or 6 because the rest had already been moved the previous day and were already in place. As stated in my complaint, the time spent at the condo and at the storage excessively exceeded Dennis' quote of $700 for the move from the condo to storage, the amount was doubled. Dennis was rude and abrasive when this was brought to his attention and now he has resorted to being dishonest about the facts. The moving men were given tips because they personable and engaging during the move and because they had stated earlier that they needed help and the company had not responded to their request for assistance. The tip was also given to them before they quoted me the amount of the bill, which would have factored into my decision. I will never use this company again, nor do I recommend this company to others to use. It is unfortunate that they have resorted to dishonesty instead of trying to resolve this issue in a decent and honest manner. Since my original complaint, I have discovered that my printer cord is missing, which should have not be unplugged from my printer, as well as, my power strips for my computer.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Dennis

went to [redacted]'s residence on April 16th, 2015 to provide an

estimate for a partial pack and a move the following day to a mini

warehouse in New Berlin. When he was at the residence he informed her

not to empty her dressers and chest of drawers as it would be less work

for her and a lot less boxes for us. She did empty all her drawers

anyways except for one drawer unit filled with paper documents and at

the time of the move our men asked her to empty it knowing it was too

much weight for the construction of the unit. She had us go to three

addresses, not one as she stated at the time of the estimate. She added

for us to disassemble beds and then set them up. She also added picking

up a piano, washer, dryer, sofa, 2 over sized chairs, coffee, end

tables, lamps, 12-15 cartons, plus electronics from her son's room. With

a large moving van you can plan on a 20-30 minute travel time. From

door to door with adding on two addresses you can add on 2 hours. With

the piano , washer, dryer, bedroom set, sofa, and chairs you can add 2

hours to load and unload. With the men having to sort out things by

color code at her storage unit too it took more time and more boxes from

the dresser contents.

The estimated time for the warehouse move is 7 hours. The extra travel

time for the additional two locations is 2 hours. The additional pieces

of the piano, washer, dryer, sofa, 2 chairs, coffee & end tables,

lamps, pictures, 12-15 cartons, electronics from son's room, setting up

of furniture at residence including the beds was an extra 4 hours. None

of this was on the estimate. We were at her apartment 2 hours plus the

pick up time. The men did take a lunch break for 1/2 hour and maybe 1/2

hour for additional water or soda breaks. This is a total of 14 hours.

I will agree to give her a refund for one hour, $140.00, to compensate

for the breaks the men took. Otherwise she was happy with the men and

the move and even tipped them at the end.

Business

Response:

We can not do anything more on our end to try and please [redacted]. We have spoken to the men who did the move, and also Dennis and Dustin, and everyone is in agreement that the move took much longer then the original estimate because of additional pieces to move and additional stops. She was aware that this was all done at an hourly rate. Our movers did what they were instructed to do by her and she was with them all day to over see the moving. As we stated before we are willing issue a refund for one hour, $140.00, to compensate for the movers breaks. It is unfortunate that she was satisfied with the move and our movers worked all day until 10:00pm to complete it for her and now she wants a refund.

Consumer

Response:

Review: Aetna moving and storage had my furniture is storage for 2 months. Upon return many pieces of my furniture were damaged. My computer desk with hutch had a drawer that was completely broken off. There was also a huge crack across the whole length of a side of the desk. It's so damaged it is about brake in half. The movers who brought it back even said it was no usable and said it was taken note of and to call Aetna. I did so that day and spoke to [redacted]. He said he realized it was trashed and it would be replaced. He then said he would need to talk to his manager. The manager never got back to me. A week later I called back and [redacted] said he would have the manager call me that night. No call was received. I waited a couple more days and still no call I called back and finally got a hold of the manager.He said he was not notified of the issue and would talk to [redacted] and get back to me. He left a message saying he weasn't able to talk to [redacted]...I called the next day and receptionist took another message for him. Called the next couple of days talked to [redacted]. He said he said the manager would offer $50. That is ridiculous. Seeing as that it is only a couple of years old and was in good shape. For me to replace the desk alone it would be $250. Besides that I had a few gauges in my bedroom furniture and curio cabinet. I told [redacted] to have the manager call me back. Never did I called and [redacted] said that the manager was up North and that he would not be calling me back. So I said as I had told him before that it would be reported to Revdex.com.Desired Settlement: $250 to replace my computer desk, plus $50 for gauges in my furniture.

Business

Response:

The desk that Ms. [redacted] is claiming was damaged is a desk that is made from a kit that you put together and is made of pressboard or partical board. Aetna stamps on our inventory or bill of lading that we are not responsible for moving this type of furniture unless it is disassembled before moving. I did make an offer of $50.00 to her but she would not accept it.

Consumer

Response:

Aetna never offered me $50 for the damage. [redacted] just said he "thought" that was what Dennis was offering. Besides that it would be impossible to replace for $50. Again, it would cost me about $250.00 to replace. Please reconsider this. This is more than fair.

Review: The movers stole two of my phones. While they were moving my furniture one of the movers answered one my phones and told my daughter that I had left my phones their at my old adresse where they were moving my furniture at. I showed up twenty minutes later after they were done to pick up my things that had been moved to the back of the apartment, the phones were no where to be found. So I went to the office where they had left my purse but the phones were'nt in the purse and I did appreciate that they had left my purse at the office and I thanked them for that, but my phones were'nt no where to be found. I called the moving company for a week and talked politely as possible to two different supervisors, one them said he would check into it for me, and get back to me; but they did'nt.A couple days after that I had talk to [redacted], and he was very rude and nasty, and I still was polite, but he cursed me out, and told me to file a law suite and he hung up on me, so thats what I intend to do.They also broke my washing machine.IDesired Settlement: I want my washing machine replaced, and my two cell phones replaced.

Business

Response:

We performed an eviction for [redacted] with the [redacted] on May 27th, 2014. This move was filed by the [redacted] and there were two [redacted] present for the entire move. [redacted]'s nephew was at the address and stated he lived there with her. He was removing small items while we were there from said address. We were instructed by the [redacted] and [redacted] to remove her personal belongings and set them outside. We did find a purse and gave it to the [redacted] who turned it over to the office staff at the [redacted]. No phones were seen or handled by the movers. As for the washer complaint, yes the top of the washer was loose when we moved it. We did not do anything to cause this. There are two clips that hold the top in place and it can be pushed down to secure the top to the clips.

Thank You,

Our family has used Aetna for quite a few moves and have always been amazed by their efficiency, professionalism and friendliness. Owner Dennis and his staff could not be nicer. They offer sound advice and deliver on their promises. Nothing has ever been broken or marred. They never complained even when our son moved to a third floor apartment with no elevator! We highly recommend this company. Their prices are very reasonable.

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Description: Movers, All Other Specialty Trade Contractors (NAICS: 238990)

Address: 2173 S Aetna Ln, Milwaukee, Wisconsin, United States, 53215

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