All Star Moving LLC

Complaint: [redacted] I am rejecting this response because: Multiple statements I made are incorrect and/or I ncorrectly quoted by the businessI told the business I was in the basement prior to the cabinet in the bathroom was moved upstairsI had walked the basement in all other rooms prior to the cabinet being moved upstairsI told the business "my contractor found the broken glass Wednesday." The business immediately went to the contractor was at fault because he was alone in an attempt to create a scenarioThe contractor was with one of his employeesThe business said I advised the cabinet was large and solid wood but was 3' x 3' and not solid woodThe cabinet can be Googled as "Sunny Design Storage Cabinet Santa Fe SU-2230DC"The business asked which employees physically moved the cabinetThe business advised I used the terms " [redacted] ***" in his earlier responseI used the terms " [redacted] " The business said I am accusing his employees of the incident because of their raceI told the business "I don't care what color or race they areThey were the last to be in the basement prior to the shattered glass being discovered." During the discussion, the business stated his employees are financially responsible to pay for damagesWe can play the "he said she said game" all dayIf anyone was standing near the shower door when it shattered, whether in the shower itself or standing directly in front of it, they would have been severely injuredI believe his employees accidentally cracked the glass doorOver time Tuesday, I believe the weight of the cracked glass forced it to shatterAccidents happen every dayLuckily, no one was hurt in this scenarioI chose All-Star Moving because it is a local Kirkwood business and because of the testimonials on YelpThe employees of the business were very polite and respectful during my moveHowever, I will never refer anyone to his company for moving and definitely never for employment Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ Contact Name and Title: [redacted] , CEO Contact Phone: XXX-XXX-XXXX Contact Email: ***@allstarmovingstl.com Ms***'s account does not line up with the facts and actual turn of eventsJune 9, was the last date of serviceAt the end of this move, Ms [redacted] signed the invoice agreeing that we did complete the services for that day to her satisfactionOn or around June 10, Ms [redacted] and All-Star Moving mutually agreed that All-Star Moving would no longer provide any services to Ms [redacted] because of safety concerns for our crew and her belongingsAt that time, with Ms***'s knowledge, All-Star Moving cancelled one future moveUnbeknownst to All-Star Moving, Ms [redacted] then (June 10,2015) stopped payment of check for the services rendered on June 9,invoiceAt this point, we attempted to contact Ms [redacted] for payment with no successAccording to All-Star Moving's stopped/bad check policy, we referred her account to our collection agency We will not attempt resolution until payment of $910.00($for the move and $NSF fee) for the June 9, move is paid by cashier's check, money order or cash

When this customer called to schedule her move, we requested a COMPLETE inventory of the items we would move for her (see uploaded copy of her inventory as recorded during this phone call) We do this with every move scheduled to be absolutely certain that we send the proper number of men as well as the proper and necessary equipmentBased on the inventory reported, we ESTIMATED the job to be between and hours PLEASE NOTE: that on the day of the actual move, the customer ADDED an additional stop at a storage unit This, of course, would add more time to the actual job.She originally scheduled her move for 4/20/ On few days before that date, she called and postponed but did not have a date certainOn the morning of 4/25/16, she called and asked if we could move her THAT DAY Luckily we did have crew available and scheduled for the afternoon.When the crew (two young men in their late 20's) arrived they realized that there were way more items to move than the customer had previously reported and worked diligently to move her items as quickly as possibly Unfortunately, she left the loading address before the crew completed loading and were at a loss as to what items needed to be moved and which items needed to be left behind The customer was not the only occupant of the residence and the other individual was NOT moving out, therefore the crew had no direction as to which items needed to be loaded and which needed to stay.Her invoice totaled, in reality, $ The owner agreed to the partial payment of $just to insure that we would get SOME payment that day.At the end of each job, we give our customers the opportunity to inspect all items moved and report damage She reported there were no damages The customers do have an opportunity to report damages later, however, we will not consider repairing damages until the invoice is paid in full Should the customer decide to pay the remaining $before we send her to collections, we will be happy to make arrangements to inspect the damages

We moved this customer on July 5, There are several statements made by the customer that we take issue with and are the reasons we have denied her claim to replace her shower doorAfter interviewing the crew, they did report that the customer was downstairs during the moving process However, if she had heard a loud noise she did not feel real concern because the crew reports she did not go downstairs to investigate nor ask the crew about any noise The crew does not recall any loud noises They report they moved the cabinet without incident The cabinet is in reality a small (approximately 3’ X 3’), rather than “a large solid wood chest”The next day the customer did call the office and initially spoke with our office manager The customer told the office manager that she went downstairs after our crew left but did not notice any damage anywhere (Which contradicts her statement in this complaint “I didn’t go back downstairs after they moved it (the cabinet)” It was only during the next day that her contractor, who was working downstairs, completely alone in the house, told her over the phone that the shower door had been damagedHer statements in this complaint contradict themselves, ie: “He (the contractor) was the first person in the house since the move.” “The fact that they (our crew) were the last ones down there ” The owner of All-Star Moving, during a separate phone call, asked the customer, since the contractor was indeed the last person downstairs if she had questioned her contractor as to whether he broke the shower door She took grave offense at this suggestion and stated that she didn’t need to because she was sure it was the two black guys who broke the doorAll-Star Moving does not shirk from the responsibility of damages actually committed by our crew, but does due diligence as part of our investigation separate and apart from verbal reports made by customers Particularly after the customer had signed All-Star Moving’s Damage report that no damages were incurred during the move (See attachment) Thus, the purpose of All-Star Moving owner’s mentioning the possibility of the contractor being questioned, since he was the last one in the location of the damage and completely alone at the timeIn addition, it is offensive to hear that a customer jumps to the conclusion that the damage was committed by members of our crew just because of their ethnicity and All-Star Moving’s owner told the customer thatA final point: The customer states “I don’t think he has insurance coverage” On the contrary, All-Star Moving does indeed carry the required insurance for a household goods moving company In fact, we carry more than the required amounts on certain policies However, it is not a matter of “that’s what insurance is for” simply because a customer wants us to make a claim, but it is doing the due diligence on any potential claim and filing claims that are in fact legitimateBased on these last points and with the omission of any additional evidence, All-Star Moving stands on the fact that we cannot take responsibility for this damage and will not be reimbursing her for the cost of the shower door

We provided packing (on June 25, 2017) and moving services for this customer from StLouis, MO to Whitestown, IN (June 27,2017) It is important to note two items at this time: 1) While we completely understand that moving is probably one of the most stressful times in people’s lives, we still expect the interchange between our customers and our employees to be respectful and courteous, 2) This customer was going to receive full reimbursement from his employer for all of his moving expensesThis complaint included several points which we would like to address individually and in order 1) Tip a Unknown to All Star Moving management and absolutely against our billing and ethical practices, our packing crew leader allowed the customer to convince him to incorporate the “tip” into the bill by inflating the hours it took to pack their belongings, rather than including it on the gratuity line (picture evidence present) The customer explained that in that way, his employer will reimburse him for the tip Our crew leader has been reprimanded for allowing this to occur We are now reaching out to his new employer in order to refund them the $tip and to report his behavior and treatment of our employees2) Crib disassembling/reassembling a While the crib/changing table was being disassembled, customer was asked if he had the owners/assembly manual so that it could be reassembled upon delivery When the customer replied that he did not, he was told that we would reassemble only if instructions were made available Customer said he would print them off the internetb When it came to reassembling, crew leader realized the downloaded instructions were for a completely different crib model and serial number and told the customer as such The customer insisted that our crew leader continue assembling the crib/changing table He spent approximately minutes to an hour attempting to reassemble The crib/changing table hardware only had dowels and slots, so the crib continued to fall apart as the crew leader attempted to piece it together At which point, he told the customer that if he did indeed succeed in assembling the crib/changing table, it would still be highly unstable and he was unsure whether it was safe for a baby to sleep in Our crew leader offered to deduct one hour’s labor from the bill for the unassembled cribc At that point the customer refused the discount and told our crew leader that All Star Moving was in breach of contract and that the crew leader was a “POS”, “SOB”, “low life swine” He said that the only reason that he chose All Star Moving was that we were the only moving company that disassembled/reassembled baby cribs (No office staff who had any communication with this customer recalls him asking whether we do or not)d The customer stated that he was a “high profile doctor” and didn’t have time to deal with people like him (our crew leader) He threatened to punch our crew leader in the face and call the police and then kicked our crew leader of out the house and told him not to come backe We train all of our employees to be courteous and respectful regardless of the behavior of our customers since we know that moving is one of the most stressful times in people’s lives As per his training, our crew leader immediately left the home and prepared the invoice for paymentf At first the customer refused to pay and again threatened to call police A few minutes later, he came out and motioned to the other crew member to come over and then handed him a check When that crew member asked the customer for back up ID (which is also company policy when customer’s pay by check) the customer responded “I am not F’ing giving you anything” and slammed door in the crew member’s face3) “nails, wooden planks” a The “nails and wooden planks” in the child’s room were simply the remaining pieces of the crib4) Headboard outside of house a The headboard that was left outside of the house was a headboard the customer said was to be thrown away5) Owner phone call a When he was informed of the behavior of the customer, the owner of All Star Moving called the customer to complain about his behavior and to defend our employees6) Offer of full reimbursement for crib a The day after the move (on 6/28/17) we contacted the customer to apologize for not completing the reassembly of the crib/changing table because of the improper assembly instructions and to report our efforts in finding a local handyman (in Indiana) to reassemble the crib/changing table at our expenseb We eventually contacted handyman services in the area and all were booked through the entire month of Julyc The next morning, we informed the customer of our failed efforts and offered to reimburse him for the cost of the crib/changing table if he could produce the make/model and original paid receipt(Incidentally, we offered this reimbursement to the customer BEFORE he filed this Revdex.com complaint)d This offer still stands, however, we have not heard back from the customer with the proper information for reimbursement

All of our movers are employees of the company, we don't hire any day laborers, temps, or teenagersOur movers have all passed their background check and NONE of them have an ankle bracelet as claimed by herOur movers did a great job, this is the first time we have heard of them not working or the slanderous comments about the ankle bracelet which none of our employees haveWe spoke with our movers and they let us know the damaged furniture she is claiming was damaged prior to us moving it and that they made her aware of itEven after knowing this we were still willing to help with her damaged furnitureWhen she called in we explained our insurance claim procedure, we let her know that in order for us to start an insurance claim she needs to provide repair estimatesOnce the estimates are received we would get a 3rd estimate with our own repair personFrom there we would choose one of the estimates or replace the furniture if the damage is beyond repairingShe told us she would not be getting the estimates and expected a check to cover the damageUnfortunately we can not just blindly send a check for repairs without knowing what furniture is damaged and without the professional estimates for the repair cost

Complaint: [redacted] I am rejecting this response because:unfortunately this company and Owner [redacted] have resorted to blatant LiesTip ,- I wanted to pay cash for tip but their manger came up with this suggestion and at NO point during the discussion he mentioned that this wasnt allowed , he has been with company for several years and all payments were made thru personal cheques thru our personal checking accounts not thru employer , so this is completely , he notified me that cash wasnt acceptable and by this way I could include tip , thru out the move on numerous occasions the employes kept contradicting each other indicating over all company's poor business ethic and bad practice , so to blame the customer is outrageous 2.regarding Crib - their crew manager who represents the company asked for reassembly instructions ,and we printed and provided instructions for the right crib so they are completely lying , their crew manager not only created littler by throwing nails and wooden planks in our baby's room making it extremely hazardous for baby and us to even walk , pictures were taken and evidence is present , he then resorted to throw our Head Board outside our house with out notifying us ( pictures were taken and evidence present ) so this is I did email the make & model of crib few days ago but havent received any response yet Its unfortunate that the language used in that response is objectionable , I didnt call him such names instead he threatened me and my family in their presence( by sorting us out ) while I was holding my month old baby , I wish I had called the police at that moment but I regret not doing so , I am a highly educated professional and was very courteous to the crew and gave them a generous tip ( from our personal checking account ) and this clearly goes against the alleged statement about my treatment , I even asked my family member to go and get lunch as his crew manager requested ( transaction proof can be provided )i am gravely concerned by owners lack of professionalism , accountability and the mannerism which he adopted to resolve this issue , they have numerous poor reviews on the web indicating their poor and bad buisness practice and I strongly believe that their future costumers will be victims , I also believe that my rights have been violated They Never apologized so this claim is completely instead owner left a nasty voice mail message ( transcript can be presented as evidence ) full of accusations despite all the differences we wrote a cheque immediately which they cashed immediately so this claim of my refusal is absurd , transcation proof can be presented I am concerned the way this company and owner [redacted] ( who bragged about being a multimillionaire during the phone conversation ) has handled this issue , he is clearly not competent and lacks the insight to extend his apology given his employees obvious threats to me and my family I completely reject their claims and accusations and I am concerned as a customer my rights have been seriously violated , measures must be taken to address their bad business practice and poor behavior inorder to prevent future customers being victims Sincerely, [redacted] ***

This customer’s move occurred in two parts. We loaded her belongings onto our trucks on Thursday, June 16, and stored them overnight. Her belongings were unloaded on Friday, June 17, From this complaint, we can identify three issues; 1) All-Star Moving’s Basic Value Protection
Plan, 2) the behavior of our crew and 3) what the customer calls our “ad”All-Star Moving’s Basic Value Protection plan is an industry standard. This plan will either pay for repair to a customer’s belongings up to an amount equal to the weight of the item in question times $0.60. If the repairs appear to cost more than $per pound we will reimburse the customer that amount by check In two separate email communications (both dated June 3, 2016), we alerted the customer prior to the move date that if she selects our Basic Value Protection Plan and if damage occurred to any of her belongings we would either pay for the repair (up to $per pound, or reimburse her at $per pound)At the beginning of the load on June 16, our crew leader also asked her to designate which insurance option she had chosen for this move. She indicated that she had elected our Basic Value Protection PlanSee her initials on our bill of lading beside the Basic Value Protection (Attachment 1)During the evening of June 17, (Friday) the customer left a voice message (after the office had closed for the day) wanting to know when the damages were be repaired and that she had found way more damage than what was originally reported at the end of the loadShe called again the next day (Saturday). She again wanted to know when the damages were going to be repaired. The office manager informed her that the damage coordinator wouldn’t be in until Monday morning and he would get back with her as soon as possible. She also mentioned the additional damage. The customer was instructed to take additional photos of these and email to us that day. This would enable the damage coordinator to have and review all necessary information before calling her on Monday (June 20, 2016)The customer called again on Monday at 11:am left a voice message asking why she hadn’t received a call as yet (up to that time, the customer had NOT sent the promised email with the additional information, which was what we were waiting for)The damage coordinator returned to customer’s call and stated that after reviewing the photos that he DID have, he would like to come out to her residence and assess the damage further before making any determinations. Rather than working on setting up an appointment for this assessment, the customer continued to complain about the damages done, the broken desk, the sentimental value of her items, and demanding complete replacement of all of her items. The damage coordinator continued to insist that he really needed to come out to actually see the items in question because his initial review was that: we were going to have the door scratches fixed, the nick on the buffet leg fixed (this was not mentioned in the complaint), but that we were leaning towards denying the dining room table, the small china cabinet, and the scratch on the entry floor (also not mentioned in the complaint) all due to pre-existing issuesHe reminded the customer that when he was there on June 1, to do the estimate of her move, he specifically told the customer that the small hanging china cabinet looked fragile and instructed her to pack it into a box for the moveThe customer insisted that she needed us to replace her cardboard desk as soon as possible since she works from home. The damage coordinator again explained that All-Star Moving would not be able to replace the desk and reminded her of her selection of our Basic Value Protection plan and that we would reimburse her at the rate of $per poundThe damage coordinator reports that at that point the customer began getting very emotional and began talking about how inappropriate our crew behaved. She felt so unsafe that she was going to reassess the security system in her home because the crew might come back and rob her home[1] When trying to get specifics, the damage coordinator asked which of the crew she was talking about. She relayed a conversation she had with one of our crew members regarding her washer and dryer. During the unload, she had mentioned to our crew that she may give the appliances away since she had no need for them.[2] The damage coordinator told her that he would look into that. However, he still wanted to set up a date and time for him to come to her residence to assess the damage before he could make a final decisionThe customer, obviously getting more and more upset, then told him that she didn’t want anyone from our company to ever come to her home again. The damage coordinator suggested that maybe she should call him back when she was able to collect herself. The customer hung up while the damage coordinator was in mid-sentenceMatt, the owner of All-Star Moving (not another estimator and “damage specialist”), after being informed of the above conversation, called the customer and reported that since All-Star employees were not allowed to enter into her residence, we made the best assessment possible without the visit and will do the following: send contractors to fix the few scratches on a door and fix a small nick on the leg of the buffet. We would send her a check for reimbursement of the desk (and another item the customer failed to mention in her complaint) at our basic rate of $per poundNOTE: The damage coordinator had contacted one of our contractors to repair the scratches on the door. On June 22, the repair was complete: BUSINESS DAYS AFTER THE MOVE TOOK PLACEAnother contractor (furniture specialist) has also been contacted to repair the small nick in the leg of the buffet. That should take place as soon as the customer can arrange for him to come outFinally, All-Star Moving “advertises” only on Angie’s List and in a periodical magazine called “County Living”. In neither of those do we address our treatment of damages/repairs. The customer is referring to short a line on our website that has since been updated. Our Basic Value Protection plan has been in effect since July of 2015. All of All-Star Moving employees make it a point to highlight this plan at every turn as well as mention customer options such as 3rd party carriersRegardless, this customer had three documented opportunities to understand our Protection Plan and the options that were available to herConcluding, All-Star Moving has determined that, under the circumstances presented by this customer, all damages and repairs/reimbursements have been addressed or will be handled in a very timely mannerSince this customer has listed her complaint as an advertising issue, we can report the following: 1) the customer had several opportunities to understand our Basic Value Protection plan and actually designated it as her choice of insurance coverage on the Bill of Lading and, 2) All-Star Moving appreciates that the customer pointed out the outdated wording on our website and has already updated the very short line on our website[1] The customer also makes a note of this in her complaint “Some of their men were difficult to work with because they were rude and inappropriate” but doesn’t give any specifics whatsoever. But, then on the other hand, she was happy enough with the crew’s performance that, as she reports later in her complaint, “I tipped each crew member $both days….” [2] Later, during an interview with that particular crew member, he related that he had simply suggested that he knew a family who could use these appliances and asked the customer if she would be willing to sell them to him. The customer told him she would think about it, and he left it at that. Even as the customer herself states in the complaint “I waited until the end of the day to let him know because I wanted to think about it. I decided to keep him (sic), they said fine and hauled it downstairs.” Tell us why here

Complaint: ***
I am rejecting this response because:That was not my responseI asked hat they send an adjuster out to look at the damage and the refusedSince I don't know where to find snow adjuster, I guess this is the end of itWe did have some furniture damage prior to thensure move, but it was not the pieces that were damagedAlso, we are not lies nor trying to get more than we deserveThe kid with the hurt knee specifically told us he got hurt in football practice and my husband asked why he was not in school snd he said his parents took him outI was happy with the move until we started finding the broken itemsWe we will eat the damage because I am not playing their gamesWe don't h as very time for them
Sincerely,
*** ***

This customer’s complaint is that there was damage to a glass top desk during his move with All-Star Moving. While we do not deny damage occurred, the customer was dissatisfied with the resolution. Based on the documentation below, the customer was fully aware of our reimbursement policy
prior to the move and even acknowledges that he understands the policy, but still refused our settlement for the damage. All-Star Moving’s basic value protection insurance plan is limited to the actual loss or damage but not exceeding sixty (60) cents per pound of the weight of any lost or damaged article. The customer was also made aware that he had the ability to purchase full coverage either through our 3rdParty provider or through any other provider of his choice. The customer was made aware of this policy verbally at the time of our in-home estimate on August 26, (even providing the customer with a brochure from our 3rd Party insurer) and times in writing:1. Our confirmation email to him dated 11/30/(Attachment 1)a. Please note: on page of attachment we specifically urge the customer to read all attachments to our email.b. Please note: on Page of attachment we explain to the customer the parameters of our basic value protection policy.2. Attachment is a copy of the Waiver and Release Agreement that was attached to this confirmation email. Please note on Page it specifically explains our basic value insurance package.3. The signed Bill of Lading dated 12/4/(see page of Attachment 3) Please note his initials on the bill of lading acknowledging that he agreed to release shipment to a value of cents per pound per article... Also see on this page that we urge the customer to read both the front and back of the Bill of Lading. The reverse side of the Bill of Lading (see page of Attachment 3) that is an exact copy of the Waiver sent via 11/email, that again specifically notes our limited value protection insurance plan and plainly explains what that plan involves and is a duplicate of the Waiver and Release document emailed to him on 11/30/15. Attachment is a copy of an email sent to the customer on 12/16/offering a cash reimbursement for the desk at the designated weight of a desk the customer reported as being of similar quality and cost. (lbsX $= $70.88). At the bottom of Attachment you will note the customer’s reply email that while he understands our contract, he refused the settlement. Accordingly, we closed his file. Attachment is a printout of the receipt created on 11/30/with the Cardholder Number, Authorization Number, Transaction Amount, Transaction Date, and our Business name, city and state.With respect to the damage on the wall of the customer's previous residence (The customer now resides in Texas) We have made many attempts to reach the individual who now resides in the condo For the past four (4) months, we've made at least appointments to come to make the repairs, and she has cancelled all of them We understand that people have lives and that coordinating repairs to a staircase wall would be very low on anyone's priority list We have since stopped reaching out to that individual She is very welcome to call our office to give us a firm date and time when she can guarantee her presence.Finally, this customer apparently refuses to accept our settlement and our good faith attempts to repair the wall He has made complaints not only with the Revdex.com (in which he is asking for $500) but also his credit card company (in which he wanted a refund of his entire deposit for our services which was $1030) and recently he's given to complain on Google as well.Based on our explanation of the events and the documents attached, All-Star Moving did indeed fulfill the services as described and has met our contractual obligations

Complaint: ***
I am rejecting this response because: This company sent out unprofessional movers to my home, without the proper equipment. I went over with them all the items that needed moved, and in the end many many items were left, my property damaged This company needs to take responsibility and address the unprofessional work that was provided by his movers, to refund my money,and to pay for all the items in my home that were damaged
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/11/02) */
During a contracted move for this customer on October 26, 2015, our crew disconnected the water line to the washer which involved shutting off the water valves and proceeded to move the washer to our truck. The crew leader noticed a small...

amount of water on the floor, which is typical when the hose is disconnected and not immediately placed inside the washer for transport. It has never been a moving industry standard to "cap" off any water/gas lines, nor did All-Star ever state it would do so.
After the crew left the load location, the customer called All-Star Moving stating there was a leak that had appeared since the disconnection and water appeared to be leaking through the floor below. Fortunately, the buyers of the property in question were present (within an hour of All-Star Moving completing the load of the customer's possessions) and shut off the water main immediately when water on the floor was first discovered. That, fortunately, prevented any further water damage.
The moment All-Star Moving was notified of presence of water on the floor, the Assistant Operations Manager visited the property and discovered that the valves were faulty and failed to shut off completely.
At that time, All-Star Moving immediately scheduled a repairman to repair the damage to the ceiling directly under the water valves. It was repaired the next day (in less than 24 hours) and the bill was paid directly by All-Star Moving.
The customer previously reported that she believes All-Star Moving owes her $1200. However, All-Star Moving is not liable for replacing the faulty water valves nor repainting the ceilings of every room on that level to match the repair of 25 square inches.
The customer was informed of our collection procedures on the invoice she signed at the completion of the move. All-Star Moving is only exercising its right to collect for payment.
All-Star Moving provided and completed a contracted service to our customer and as such, expects full payment not only for the services rendered ($615.60) but, since the customer put a stop payment order on her check, we are adding the $15 NSF fee charged by our bank. Thus, the total she now owes is $630.60.

Complaint: [redacted]
I am rejecting this response because:
Multiple  statements I made are incorrect and/or I ncorrectly quoted by the business. I told the business I was in the basement prior to the cabinet in the bathroom was moved upstairs. I had walked the basement in all other rooms prior to the cabinet being moved upstairs. I told the business "my contractor found the broken glass Wednesday."  The business immediately went to the contractor was at fault because he was alone in an attempt to create a false scenario. The contractor was with one of his employees. The business said I advised the cabinet was large and solid wood but was 3' x 3' and not solid wood. The cabinet can be Googled as "Sunny Design Storage Cabinet Santa Fe SU-2230DC". The business asked which employees physically moved the cabinet. The business advised I used the terms "[redacted]" in his earlier response. I used the terms "[redacted]".  The business said I am accusing his employees of the incident because of their race. I told the business "I don't care what color or race they are. They were the last to be in the basement prior to the shattered glass being discovered." During the discussion, the business stated his employees are financially responsible to pay for damages. We can play the "he said she said game" all day. If anyone was standing near the shower door when it shattered, whether in the shower itself or standing directly in front of it, they would have been severely injured. I believe his employees accidentally cracked the glass door. Over time Tuesday, I believe the weight of the cracked glass forced it to shatter. Accidents happen every day. Luckily, no one was hurt in this scenario. I chose All-Star Moving because it is a local Kirkwood business and because of the testimonials on Yelp. The employees of the business were very polite and respectful during my move. However, I will never refer anyone to his company for moving and definitely never for employment.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/13) */
Contact Name and Title: [redacted], CEO
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@allstarmovingstl.com
Ms. [redacted]'s account does not line up with the facts and actual turn of events. June 9, 2015 was the last date of service. At...

the end of this move, Ms. [redacted] signed the invoice agreeing that we did complete the services for that day to her satisfaction. On or around June 10, 2015 Ms. [redacted] and All-Star Moving mutually agreed that All-Star Moving would no longer provide any services to Ms. [redacted] because of safety concerns for our crew and her belongings. At that time, with Ms. [redacted]'s knowledge, All-Star Moving cancelled one future move. Unbeknownst to All-Star Moving, Ms. [redacted] then (June 10,2015) stopped payment of check for the services rendered on June 9,2015 invoice. At this point, we attempted to contact Ms. [redacted] for payment with no success. According to All-Star Moving's stopped/bad check policy, we referred her account to our collection agency.
We will not attempt resolution until payment of $910.00($895 for the move and $15 NSF fee) for the June 9, 2015 move is paid by cashier's check, money order or cash.

When this customer called to schedule her move, we requested a COMPLETE inventory of the items we would move for her (see uploaded copy of her inventory as recorded during this phone call).  We do this with every move scheduled to be absolutely certain that we send the proper number of men as...

well as the proper and necessary equipment. Based on the inventory reported, we ESTIMATED the job to be between 3 and 4 hours.  PLEASE NOTE: that on the day of the actual move, the customer ADDED an additional stop at a storage unit.  This, of course, would add more time to the actual job.She originally scheduled her move for 4/20/16.  On few days before that date, she called and postponed but did not have a date certain. On the morning of 4/25/16, she called and asked if we could move her THAT DAY.  Luckily we did have crew available and scheduled for the afternoon.When the crew (two young men in their late 20's) arrived they realized that there were way more items to move than the customer had previously reported and worked diligently to move her items as quickly as possibly.  Unfortunately, she left the loading address before the crew completed loading and were at a loss as to what items needed to be moved and which items needed to be left behind.  The customer was not the only occupant of the residence and the other individual was NOT moving out, therefore the crew had no direction as to which items needed to be loaded and which needed to stay.Her invoice totaled, in reality, $684.00.  The owner agreed to the partial payment of $540 just to insure that we would get SOME payment that day.At the end of each job, we give our customers the opportunity to inspect all items moved and report damage.  She reported there were no damages.  The customers do have an opportunity to report damages later, however, we will not consider repairing damages until the invoice is paid in full.  Should the customer decide to pay the remaining $144 before we send her to collections, we will be happy to make arrangements to inspect the damages.

We moved this customer on July 5, 2016.   There are several statements made by the customer that we take issue with and are the reasons we have denied her claim to replace her shower door. After interviewing the crew, they did report that the customer was downstairs during the moving...

process.  However, if she had heard a loud noise she did not feel real concern because the crew reports she did not go downstairs to investigate nor ask the crew about any noise.  The crew does not recall any loud noises.  They report they moved the cabinet without incident.  The cabinet is in reality a small (approximately 3’ X 3’), rather than “a large solid wood chest”. The next day the customer did call the office and initially spoke with our office manager.  The customer told the office manager that she went downstairs after our crew left but did not notice any damage anywhere (Which contradicts her statement in this complaint “I didn’t go back downstairs after they moved it (the cabinet)”.  It was only during the next day that her contractor, who was working downstairs, completely alone in the house, told her over the phone that the shower door had been damaged. Her statements in this complaint contradict themselves, ie: “He (the contractor) was the first person in the house since the move.” “The fact that they (our crew) were the last ones down there…” The owner of All-Star Moving, during a separate phone call, asked the customer, since the contractor was indeed the last person downstairs if she had questioned her contractor as to whether he broke the shower door.  She took grave offense at this suggestion and stated that she didn’t need to because she was sure it was the two black guys who broke the door. All-Star Moving does not shirk from the responsibility of damages actually committed by our crew, but does due diligence as part of our investigation separate and apart from verbal reports made by customers.  Particularly after the customer had signed All-Star Moving’s Damage report that no damages were incurred during the move (See attachment).  Thus, the purpose of All-Star Moving owner’s mentioning the possibility of the contractor being questioned, since he was the last one in the location of the damage and completely alone at the time. In addition, it is offensive to hear that a customer jumps to the conclusion that the damage was committed by members of our crew just because of their ethnicity and All-Star Moving’s owner told the customer that. A final point: The customer states “I don’t think he has insurance coverage”.  On the contrary, All-Star Moving does indeed carry the required insurance for a household goods moving company.  In fact, we carry more than the required amounts on certain policies.  However, it is not a matter of “that’s what insurance is for” simply because a customer wants us to make a claim, but it is doing the due diligence on any potential claim and filing claims that are in fact legitimate. Based on these last points and with the omission of any additional evidence, All-Star Moving stands on the fact that we cannot take responsibility for this damage and will not be reimbursing her for the cost of the shower door.

We provided packing (on June 25, 2017) and moving services for this customer from St. Louis, MO to Whitestown, IN (June 27,2017).  It is important to note two items at this time:  1) While we completely understand that moving is probably one of the most stressful times in people’s lives,...

we still expect the interchange between our customers and our employees to be respectful and courteous, 2) This customer was going to receive full reimbursement from his employer for all of his moving expenses. This complaint included several points which we would like to address individually and in order.   1)      Tip a.       Unknown to All Star Moving management and absolutely against our billing and ethical practices, our packing crew leader allowed the customer to convince him to incorporate the “tip” into the bill by inflating the hours it took to pack their belongings, rather than including it on the gratuity line (picture evidence present).  The customer explained that in that way, his employer will reimburse him for the tip.  Our crew leader has been reprimanded for allowing this to occur.  We are now reaching out to his new employer in order to refund them the $200 tip and to report his behavior and treatment of our employees. 2)      Crib disassembling/reassembling a.       While the crib/changing table was being disassembled, customer was asked if he had the owners/assembly manual so that it could be reassembled upon delivery.  When the customer replied that he did not, he was told that we would reassemble only if instructions were made available.  Customer said he would print them off the internet. b.      When it came to reassembling, crew leader realized the downloaded instructions were for a completely different crib model and serial number and told the customer as such.  The customer insisted that our crew leader continue assembling the crib/changing table.  He spent approximately 45 minutes to an hour attempting to reassemble.  The crib/changing table hardware only had dowels and slots, so the crib continued to fall apart as the crew leader attempted to piece it together.  At which point, he told the customer that if he did indeed succeed in assembling the crib/changing table, it would still be highly unstable and he was unsure whether it was safe for a baby to sleep in.  Our crew leader offered to deduct one hour’s labor from the bill for the unassembled crib. c.       At that point the customer refused the discount and told our crew leader that All Star Moving was in breach of contract and that the crew leader was a “POS”, “SOB”, “low life swine”.  He said that the only reason that he chose All Star Moving was that we were the only moving company that disassembled/reassembled baby cribs.  (No office staff who had any communication with this customer recalls him asking whether we do or not). d.      The customer stated that he was a “high profile doctor” and didn’t have time to deal with people like him (our crew leader).  He threatened to punch our crew leader in the face and call the police and then kicked our crew leader of out the house and told him not to come back. e.      We train all of our employees to be courteous and respectful regardless of the behavior of our customers since we know that moving is one of the most stressful times in people’s lives.  As per his training, our crew leader immediately left the home and prepared the invoice for payment. f.        At first the customer refused to pay and again threatened to call police.  A few minutes later, he came out and motioned to the other crew member to come over and then handed him a check.  When that crew member asked the customer for back up ID (which is also company policy when customer’s pay by check) the customer responded “I am not F’ing giving you anything” and slammed door in the crew member’s face. 3)      “nails, wooden planks” a.       The “nails and wooden planks” in the child’s room were simply the remaining pieces of the crib. 4)      Headboard outside of house a.       The headboard that was left outside of the house was a headboard the customer said was to be thrown away. 5)      Owner phone call a.       When he was informed of the behavior of the customer, the owner of All Star Moving called the customer to complain about his behavior and to defend our employees. 6)      Offer of full reimbursement for crib a.       The day after the move (on 6/28/17) we contacted the customer to apologize for not completing the reassembly of the crib/changing table because of the improper assembly instructions and to report our efforts in finding a local handyman (in Indiana) to reassemble the crib/changing table at our expense. b.      We eventually contacted 10 handyman services in the area and all were booked through the entire month of July. c.       The next morning, we informed the customer of our failed efforts and offered to reimburse him for the cost of the crib/changing table if he could produce the make/model and original paid receipt. (Incidentally, we offered this reimbursement to the customer BEFORE he filed this Revdex.com complaint). d.      This offer still stands, however, we have not heard back from the customer with the proper information for reimbursement.

Complaint: [redacted]
I am rejecting this response because:unfortunately this company and Owner [redacted] have resorted to blatant Lies1. Tip ,- I wanted to pay cash for tip but their manger came up with this  suggestion and at NO point during the discussion he mentioned that this  wasnt allowed , he has been with company for several years  and all payments were made thru personal cheques thru our personal checking accounts not thru employer , so this is completely false , he notified me that cash wasnt acceptable and by this way I could include tip , thru out the move on numerous occasions the employes kept contradicting each other indicating over all company's poor business ethic and bad practice , so to blame the customer is outrageous  2.regarding Crib - their  crew manager who represents the company asked for reassembly instructions ,and we printed and provided instructions for the right crib  so they are completely lying , their crew manager not only created littler by throwing nails and wooden planks in our baby's room making it extremely hazardous for baby and us to even walk  , pictures were taken and evidence is present , he then resorted to throw our Head Board outside our house with out notifying us  ( pictures were taken and evidence present ) so this is false i did email the make & model of crib few days ago but havent received any response yet   3 Its  unfortunate that the language used in that response is objectionable , I didnt call him such names instead he threatened me and my family in their presence( by sorting us out ) while I was holding my 10 month old baby , I wish I had called the police at that moment but I regret  not doing so , I am a highly educated professional and was very courteous to the crew and gave them a generous tip ( from our personal checking account ) and this clearly goes against the alleged statement  about my treatment , I even asked my family member to go and get lunch as his crew manager requested ( transaction proof can be provided )i am gravely concerned by owners lack of professionalism , accountability and the mannerism which he adopted to resolve this issue , they have numerous poor reviews on the web indicating their poor and bad buisness practice and I strongly believe that their future costumers will be victims , I also believe that my rights have been violated They Never  apologized so this claim is  completely false instead owner left a nasty voice mail message ( transcript can be presented as evidence ) full of false accusations  4. despite all the differences we wrote a cheque immediately which they cashed immediately so this claim of my refusal is absurd , transcation proof can be presented   i am concerned the way this company and owner [redacted] ( who bragged about being a multimillionaire during the phone conversation ) has handled this issue , he is clearly not competent and lacks the insight to extend his apology given his employees obvious threats to me and my family I completely reject their claims and false accusations and I am concerned as a customer my rights have been seriously violated , measures must be taken to address their bad business practice and poor behavior inorder to prevent future customers being victims  
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/23) */
On 7/13/2015, the owner of All-Star Moving performed an in-home estimate for the customer which included a complete inventory of all furniture that was to be moved. At that time, the owner saw no need for special instructions to move the...

mattress (and none were given by customer). All-Star moves dozens of a variety of mattresses (including specialty mattresses) a week. Therefore, we specifically look for such mattresses to plan the move. The customer's move occurred on 8/8/2015. All-Star moved the mattress with care and followed all procedures in place to ensure its safety and unloaded at the customer's new home. At that time, the customer instructed the crew to NOT assemble the bedroom furniture (including the bed); he would do it himself. Therefore, the movers left the mattress standing on its side as instructed by the customer. Again, it was under the instruction of customer that the bed not be assembled and that the mattress be set on its side rather than flat. There were no reported damages the day of the move. It is standard All-Star Moving policy that customers have 24 hours after moving day to report damages. This is clearly stated on the invoice signed by this customer. On 8/20/2015, the customer called the office to report an issue regarding his mattress. This was the first report of the issue that All-Star received, 12 days after the move, obviously outside of the 24 hour reporting period. It goes without saying that anything could have happened to the mattress between the time we moved it (8/8/15) and the time the customer first called on 8/20/15. However, office staff did spend time determining if there were any solutions we could help provide the customer. On 9/1/2015, the customer called All-Star again, looking for a solution. At that time, [redacted], All-Star Moving's Operations Manager, attempted to help by making an effort to locate any warranties that were still valid for their mattress. All-Star at no time claimed responsibility for the damage, or accepted the claim as valid. [redacted] spoke to [redacted], the customer service representative at [redacted] and explained the situation. [redacted] explained that the warranty should cover the issue and to have the customer call him, which she did. The customer called back claiming that the representative explained to him that warranty would not cover the issue. [redacted] called [redacted] again, and again received information that the warranty would cover the issue. [redacted] again called the customer and suggested that the customer request speak to [redacted] directly. Again, customer reported to [redacted] that he was told it wasn't covered. At that time, All-Star felt that we had gone above and beyond to help the customer resolve his issue. On September 11, 2015 All-Star notified the customer that we had done as much as we could to help with resolving his issue and that we formally denied his damage claim.

All of our movers are employees of the company, we don't hire any day laborers, temps, or teenagers. Our movers have all passed their background check and NONE of them have an ankle bracelet as claimed by her. Our movers did a great job, this is the first time we have heard of them not working or...

the slanderous comments about the ankle bracelet which none of our employees have. We spoke with our movers and they let us know the damaged furniture she is claiming was damaged prior to us moving it and that they made her aware of it. Even after knowing this we were still willing to help with her damaged furniture. When she called in we explained our insurance claim procedure, we let her know that in order for us to start an insurance claim she needs to provide 2 repair estimates. Once the 2 estimates are received we would get a 3rd estimate with our own repair person. From there we would choose one of the estimates or replace the furniture if the damage is beyond repairing. She told us she would not be getting the estimates and expected a check to cover the damage. Unfortunately we can not just blindly send a check for repairs without knowing what furniture is damaged and without the professional estimates for the repair cost.