Aloha Family Moving and Storage LLC

[redacted] and ***, class="">As I’ve read through your complaint id like to first off apologize for your experience, customer satisfaction is always our primary goal and we try our hardest in order to insure that all of our movers are covered safely, quickly, and efficientlyHowever, I have noticed a few inconsistencies with your complaint that make it difficult for me to handle this accordinglyFor example you mentioned “they were to arrive on Friday October 31st at 7am,2014”These arrangements never were made as we don’t even begin dispatch until 8am [redacted] would have been notified of an arrival between 9am- 10amFurthermore you stated “they had no equipment” all of our trucks go through a thorough pre trip inspection and as such that was also conducted on the day of your moveWe also maintain all of those documents and have no problem sending them over to your for verification, On the day of your move we also made several calls to [redacted] in regards to your crew to insure the men were working diligently and were in fact doing a great jobat no time was it ever mentioned to us that yourself or [redacted] were unsatisfied with their work; on top of that [redacted] was paying for a man crew and instead received an additional 3rd man at no change of rateI’d like to settle this dispute with you as best I can but cannot issue a refund of 75%Please feel free to contact me at [redacted] to discuss further Success and Blessings

BEST MOVERS EVER!! I needed help super last minute when my original movers had truck failure and couldn't move meI called them and they were absolutely amazing, professional, and so helpful from the moment I calledThey were able to accommodate me within the hour! The customer service is incredible and they are very reasonably pricedI will never use another moving company again, these guys are the best!

Mrs ***, I myself have not come out however I have sent the crew responsible for your move, including my brother, to inspect your claims; what troubles me is that a number of items you mention in your claims you have never mentioned to the men when they came for this inspectionWe reviewed your claim and the pictures the men took, I then spoke with each crew member individually to validate each of your claims and thus came up with your settlementUnfortunately, we have never hired a crew member by the name of Ian, I am however very well aware of our training procedures that ensure the quality of our movesOur men aren't in their mid 40's and I can understand your perception that older men would have more experience however that is actually not often the case this is due to the stress and strain that moving can cause on a person doing this type of labor day in and day out, that and because we subject our men to drug/ and criminal background checks the very few applicant we do get that are older generally get turned awayThe Yard light as explained in our settlement appeared to have already been damaged [redacted] (not [redacted] ) never took off the ice maker, the only thing we did with the fridge was attempt to take off a doorAs these men have no criminal history, have constantly reported any and all claims that have been caused by th [redacted] immediately I have no reason not to believe th [redacted] My name is [redacted] not [redacted] , Mrs [redacted] and yes, per your vulgarity on the very day of your move, the way you treated my men by constantly belittling and berating th [redacted] after it was explained to you and your husband that we could not move the fridge, I do believe you to be falsifying your claims to justify a reimbursementI have acknowledged the damage we did cause and have offered a settlement based on the valuation chosen which is per poundI will not be apologizing to you for anything furtherGood day

(The consumer indicated he/she DID NOT accept the response from the business.) The sheet that I signed before the guys started unloading the truck already had the finish time listed: 12:(Mover had been on the phone w/ someone in your office that instructed them (the mover) to insert 12:as the finish timeThat was strange, and they were done at 12: The point of my complaint is that it is advertising to claim $120/hrwhen it is notIt's $120/hrplus all of those other charges(Credit card fee?) I acknowledged the portal travel after the truck was already loaded and the job was halfway completed! That's the same form that included the 12:finish time, filled out before they started unloading the truck !) You need to be more transparent up front when delivering quotesCustomers aren't experts in state regulations and laws concerning shippingThat's your job to educate them before they decide 2) Signing of forms that acknowledge the less obvious charges should be completed before the guys start, not after the truck is loaded and parked in the driveway of the destination

***, it was my understanding the claim check had been sent and your claim had been closedI will verify this hasn't happened and if this is the case a check will be mailed to you immediatelythank you for your time

Mr***- I believe we contacted you back in regards to your sunglasses, wouldn't common sense suggest if the men were truly trying to steal these sun glasses it would be far too easy just to deny having them? The fact is that didn't happen and we have made every attempt to return these glasses to you, at no time were you ever "mocked"The warehouse you visited is ALWAYS locked because it contains storage and is off limits to the general public that is why when we contacted you we made an effort to schedule a time for you to meet with usI believe it was at that time you became very vulgar and hung the phone up on usIn regards to your refund, as explained to you on the day you scheduled, on the day of your move, and on the contract that you yourself signed your move was quoted at an hourly rate which was already discounted greatlyfurther more you made no mention to me on the day of your move (or at any other time) of any complications with the mens moving abilityYour priority concern was with your glassesplease contact us in regards to when you'd like for us to return these glasses and they will be delivered promptlyThank you [redacted]

I initially had a few critiques on the company due to the truck being late for the move but after I voiced them to one of the office staff I received a phone call almost immediately from the owner, [redacted] He apologized profusely for the lack of followup on the part of his employees Within a half an hour, his worker, Peti showed up at my front door with a formal letter of apology from [redacted] as well as a check to compensate me for their errorAs the company owner, it was obvious that [redacted] was genuinely anxious to make sure that everything was handled in a professional way, and that I would go away happy I feel that this man really cares about his customers and ensuring that his company maintains a stellar reputationThank you, [redacted]

Initial Business Response /* (1000, 5, 2014/05/19) */
As stated by Mr*** while moving his furniture at the destination, the couch was too large and therefore would not fit in the elevatorIt was then attempted to be brought up the stairs, however, due to the narrow nature of the
stairs as well as items sticking off the walls it was too narrow for the couch to make the turns without damaging the propertyonce the couch was put safely on the ground again and pictures of any damages were taken, Mr*** was asked what he wanted us to do with the couchthe option of taking it back to the old apartment, friends location, or storageMr*** very specifically told the movers to put the couch on their truck and take it with themThe lead on the job has quoted that he and the other man informed Mr*** that he would have to arrange storage for them to do soAlso that if he does not they cannot leave the item on the truck or at the warehouseMr*** told them to "just put it back on their truck and take it since it wouldn't fit into his new apartment." Company procedure for if a customer leaves items with the movers, is to dispose of the items, and we made it very clear that is what will happenMr*** later filed a damage claim, I sent him the report and took the report when he personally returned itOnce it was reviewed and statements were taken by all involved including myself and the movers, it was decided that the claim was denied due to the fact that number one on the claim package cover sheet states very clearly in bold and underlined, "do not throw away any of the items for which you are submitting a claim." Mr*** agreed when he dropped off the claim package that he told the movers to take the couch therefore nullifying the claim
Initial Consumer Rebuttal /* (3000, 7, 2014/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Aloha Moving Company has concocted an outright account of what transpired after the couch was damaged by the moversThe movers were never told to get rid of the couch, nor was I ever informed that the couch could not/would not be taken back to Aloha Moving Company's warehouseIt escapes my rational thinking that I would have a place to store a damaged couch after a move to an apartment building leave it sitting in the street in front of the building? The movers never informed me that they were going to dispose of the damaged couchThey were asked to simply not leave it in front of the apartment building which was the only viable option until the matter could be settledThis entire scene was witnessed as well by the Resident Manager of the apartment building that afternoonI should have known that the concerned comments by the movers after the damaging of the professionally wrapped for transporting couch was not a true display of concern to me the customerThis also is obviously the description of the Office Manager atAloha Moving Company who more than readily gladly accepted all monies involved for the scheduled moveIt appears to be a situation more likely of take one's money and run without a care of customer concern/satisfactionAloha Moving Company has jilted me in the handling of this matter and I hope others will think twice before soliciting their servicesIf you want professionalism, look elsewhereSaving a few dollars is not worth the complete loss of integrity found with Aloha Moving Company

(The consumer indicated he/she DID NOT accept the response from the business.)
The quote over the phone did NOT discuss things such as materialI was asked if I needed any boxes where I stated no I did not, but to charge for tape that you use for wrapping the blankets around the stuff should be explained during the quoteA written quote would be best so there aren't any surprises when the movers show up and you are at their mercyThe whole Tariff charge was never explained over the phone either and it would behove this company again to put it in writingIf all your men receive training then your guy must have lied to meHe clearly said he was in the training when he got pulled out to come move my stuff and had no idea how to fill out the paperworkOther than my need to address the above with the company in hopes they will change their business practices so others don't find themselves in my situation I would consider this closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I will pick up the check on Wednesday, February 11,
Sincerely,
Kathleen ***

Mrs ***, I am resending the email with your settlement attached as we are operating within your chosen valuation (that you have signed for and acknowledged TWICE) while also offering you almost double that valuation we feel this is a fair settlement and is also our final offer
I have
received and reviewed your letter/claim personallyDuring the course of our process I took each of the men on your job and spoke to th** individuallyPlease note the valuation chosen on this move is the standard per lbs
1) (Glass Counter Top) After speaking with *** and the crew we do acknowledge damaging the glass it** to the t.v stand
(Approximated weight lbs = $1.80)
2) (The Refrigerator) wasn't moved by our men, who ever installed your fridge soldered the wiring to the door making it impossible to move the it** without unattaching those wiresBecause you have to take off the entire plastic top to the fridge to notice the wiring our estimator would not have known beforehand that this was done(per page of the addendums signed by you before the move, we do not move appliances that require special servicing)I spoke to each man individually and they have stated they moved your fridge only about 8- 12inches away from the wall so that they could try to take the door off, they never tried making it through any door way, and they weren't near anything that would have cause said damage, thus making the damage to your fridge door from us impossible
3) (veneer on counter top) I'm assuming by "veneer off of the counter top" you actually mean the floor of your kitchen? Again because our men never tried jamming the fridge through the door, that damage was not caused by our men
4) (oven pegs) The plastic peg on the oven, per reviewing the pictures I've seen that one of the pegs was dentedNot the out of that you have claimed
5) (executive desk) Please note the average executive desk weights between 150-lbsto put a perspective on weight 500lbs would be the same as a medium size safe or an upright pianoApproximated weight lbs = $6) (Sprinkler head) - this was never mentioned or reviewed by our crew- where was this located?
7) (Outside Garden Light) - our men do not recall damaging that light and per *** there was rust around the base suggesting it had already been damaged
8) (Missing Pressure Pump) - Per my understanding it is your belief our men stole this item, all of our trucks are inspected thoroughly upon return to our office, we go as far as looking in between pads for anything that may have been left behindEveryone on our staff Is background checked and clearedI also find it very unlikely that he could have coordinated with rest of the men (including my brother) to accomplish this act of theft
9) The door Jam was never mentioned to my crew, or *** when he came to inspect your damageI have nothing in my possession to clarify what this it** is or the damage caused
Per the aforementioned the following settlement has been offered and attachedThe state coverage suggests a payment of $plus the replacement cost of the oven peg we will round up to a total of $
I will in good faith however offer a total of $to resolve this claimThat is more than double the state mandatory and will be the most our company will
Thank you

***, I emailed you a few days ago notifying you the check has been sentit is sent from *** **you should be receiving it soon

*** here are the break down of your charges
(we charge by quarter hour increments so a 9:start time would be impossibleactual start time is 9:15)
9:am - 1:pm
hours for labor(+hour for state mandated portal - portal travel, you
acknowledged understanding travel on the very first page of the addendums that you signed)
hours @ = $
rolls of tape @ per roll (rates are regulated per the state tariff 1-b- you can verify these rates by looking up our tariff online)
= $
State Tax = $
and credit card convenience charge of 3% = $
Total = $
HOWEVER after reviewing your bill and the contract I did notice the men finished at 12:and not pmthis was the actual finish time signed off by youafter crediting the min as well as the difference in tax and credit card fee
we have come to find we did owe you a refund of $this was done immediately after concluding the review on your billthe reference number for your credit is # ***

[redacted], it was my understanding the claim check had been sent and your claim had been closed. I will verify this hasn't happened and if this is the case a check will be mailed to you immediately. thank you for your time.

Mr. [redacted]-
I believe we contacted you back in regards to your sunglasses, wouldn't common sense suggest if the men were truly trying to steal these sun glasses it would be far too easy just to deny having them? The fact is that didn't happen and we have made every attempt to return these...

glasses to you, at no time were you ever "mocked". The warehouse you visited is ALWAYS locked because it contains storage and is off limits to the general public that is why when we contacted you we made an effort to schedule a time for you to meet with us. I believe it was at that time you became very vulgar and hung the phone up on us. In regards to your refund, as explained to you on the day you scheduled, on the day of your move, and on the contract that you yourself signed your move was quoted at an hourly rate which was already discounted greatly. further more you made no mention to me on the day of your move (or at any other time) of any complications with the mens moving ability. Your priority concern was with your glasses. please contact us in regards to when you'd like for us to return these glasses and they will be delivered promptly. Thank you.
[redacted]

Initial Business Response /* (1000, 15, 2014/06/04) */
Mrs.[redacted],
as I have stated before, we did not move your rocker nor do we have any other boxes of yours. On the day of your move we were told to leave several items back at your residence. You were having a friend come by and take...

them to the dump. This was witnessed by all of them on the crew and of those men state that we did not move your rocker. I have never lied to you as ive spoke with you several times and reiterated the same things. I am sorry your rocker is not with you however we are not responsible for items we have never moved. I respectfully request that you withdraw your complaint based on this fact.
Initial Consumer Rebuttal /* (3000, 17, 2014/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The rocker was put into your truck. I saw it put on the truck with my own eyes. It was not put into the garage. My cousin did not take it. My son was in the garage. The only item left was a futon bed. As I have told you people repeatedly, we don't have it or the boxes that are missing. The container was so jam packed; I am not surprised these items were left behind. I am not lying. Why should I ? The rocker was wrapped in a blanket and paper. I watched your worker do it and I watch him put it in your truck. Where is it???? We do not have it. You can go to all our sons homes and to all our family homes. You can come here to my home. As I told you what happened to it; it cannot walk off by itself. I feel that you were responsible for all my things that were put into your truck. You can call my son. He does not lie. My husband had one rule in our house; no lying. He punished them if they did. That rocker was his favorite. I think and know someone took it. Who??? So, I will not accept you or your workers responses. I am still missing it and some boxes. Incidentally, we had things damaged by your poor packing. Am I asking you to pay for it? Not yet. You have caused me added grief and sadness.
Final Business Response /* (4000, 27, 2014/06/26) */
Per All of my men on this job they were instructed to take one of the rocking chairs and leave the other behind. Which is exactly what we did. The one rocking chair that was picked up is exactly the same one that was delivered. There wasn't another rocking chair on the inventory. I have sent inventories and the estimate cube sheet to [redacted] @ [redacted]
Final Consumer Response /* (4200, 29, 2014/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their responses at all . The rocking chair and the rest of all my household goods were placed in their truck. As I have repeatedly said, I was in the house and garage along with my son, [redacted] and my cousin, [redacted]. I watched the worker wrap the rocker with my own eyes and it was placed in their truck. I did not see any papers from them or given any. Someone is sure lying and it isn't me. I paid for all my things to be shipped, not some of it. yes, I got only one rocker, not two, and I refuse to change my information because what I am disclosing is true. The wooden rocker was not left behind, as he is saying. I am sick and tired of their false statements. I want all of my things. By the way, where is our portable generator and the rest of my boxes???? No way will I cancel or withdraw my complaints!!!! Whatever your inventories are, they do not match mine. My son and my cousin did not tell your workers to leave anything behind. So You can tell Mr. [redacted] all what you have told me all along. I want all of my things. I know you have it or did you give the rest of my things away?? I do not appreciate what you have done to me. I Am Not LYiING!! I want to see all of your paper work which you have not given me. II want my rocker and the rest of my things. You have not fulfilled your contract to me at all. You have lied to me since. I called you in April. And don't think that I will change my responses to you!! Why did you tell me on the phone that my son told your workers to leave it in the garage?? I was in the garage and in the house to make sure what I wanted shipped to me in [redacted]. Now you are saying your workers never saw it. What a bunch of bull!! Why don't you tell the truth for once, instead of feeding me with all these false statements?? Are you willing to pay me for all the damages you caused me?. I bet not. You can be assured that I will never recommend any future moves from me, not until I get all of my things; and I MEAN ALL OF THEM!!!

BEST MOVERS EVER!! I needed help super last minute when my original movers had truck failure and couldn't move me. I called them and they were absolutely amazing, professional, and so helpful from the moment I called. They were able to accommodate me within the hour! The customer service is incredible and they are very reasonably priced.
I will never use another moving company again, these guys are the best!

Complaint: [redacted]
I am rejecting this response because: I still have NOT received a check as of 3/30/15.
Sincerely,
[redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)
The sheet that I signed before the guys started unloading the truck already had the finish time listed: 12:45. (Mover had been on the phone w/ someone in your office that instructed them (the mover) to insert 12:45 as the finish time. That was strange, and they were done at 12:15.
The point of my complaint is that it is false advertising to claim $120/hr. when it is not. It's $120/hr. plus all of those other charges. (Credit card fee?) I acknowledged the portal travel after the truck was already loaded and the job was halfway completed! That's the same form that included the 12:45 finish time, filled out before they started unloading the truck.
!) You need to be more transparent up front when delivering quotes. Customers aren't experts in state regulations and laws concerning shipping. That's your job to educate them before they decide.
2) Signing of forms that acknowledge the less obvious charges should be completed before the guys start, not after the truck is loaded and parked in the driveway of the destination.

I initially had a few critiques on the company due to the truck being late for the move but after I voiced them to one of the office staff I received a phone call almost immediately from the owner, [redacted] He apologized profusely for the lack of followup on the part of his employees. Within a half an hour, his worker, Peti showed up at my front door with a formal letter of apology from [redacted] as well as a check to compensate me for their error. As the company owner, it was obvious that [redacted]was genuinely anxious to make sure that everything was handled in a professional way, and that I would go away happy. I feel that this man really cares about his customers and ensuring that his company maintains a stellar reputation. Thank you, [redacted]