Andersen Van & Storage

Review: Do not use this company for your move. They quoted me $2500.00 then bumped the price up to $3200.00. Many items were left behind (they took two trucks but only decided to use one truck). When they got tired they left and left my refrig, washer and dryer, couch, patio table and chairs, many expensive plants and various other items.On delivery many items were broke and damaged.Desired Settlement: I want a total refund on this move so I can go out and purchase a new dining room table, a refrig, and a new bed frame along with vases and other ceramics that were broken. I also need to replace patio table and plants.

Business

Response:

We at Andersen Van & Storage have always prided ourselves by giving nothing other than Not To Exceed estimates on shipments moving within California. This case was no different. Ms. [redacted] was never given a quote of $2500.00. The one and only quote given was for a Not to Exceed amount of $3200.00 based on 10,000 pounds. Everything Ms. [redacted] states as being " left behind " was included in her estimate. Three days before the move I sent our manager over to help her with some mirror packs and she indicated that she was going to be leaving a number of things behind. I am sure that was to bring the price down and we understand that move. Yes, we did send two trucks just in case she decided to take the items that she had earlier indicated that she was not going to take. She decided not to take the items and only one truck was necessary. The only items we did not take were two plants and I was very clear that we only take plants if they will fit as they are a very hard item to handle due to their non-stackable status. Unfortunately, the weight of the shipment was still over the estimated amount and therefore we charged the Not to Exceed price of $3200.00. In Ms. [redacted]'s file we have her final walkthrough which she signed and dated, stating that all items that she wanted moved were moved. There was no phone call or any other indication that we were leaving items behind that she wanted. In the meantime Ms. [redacted] told my crew that she was to receive packing services. This was NOT a part of the estimate. However, we take responsibility as my crew did not call and check as to whether we were to pack for her or not and therefore Ms. [redacted] received over $500.00 of packing at no charge. On the day of delivery Ms. [redacted] was fully absorbed in her telephone due to a crisis that occurred on her way to San Diego. She simply was not available to let our crew know where she wanted her items leaving us to guess and to do our best. Still, no phone call and no complaints. She contacted me via e-mail one week later to tell me that we had left all of this behind and that she had damages. The problem is that she hired other people to come in and move her things to where she wanted them and to be blunt our liability ended there. However, I asked my driver if there were any damages that he saw. He told me there was damage to the kitchen table and a chair. Without a claim form I went ahead and sent Ms. [redacted] a $300.00 refund to cover her damage, as per her valuation choice and to help offset the cost of hiring other people because I did feel badly for her after hearing of the situation on the way to San Diego. Ms. [redacted] then e-mailed me to tell me that either I send her $1000.00 or she would start filing complaints. So, we never discussed a $2500.00 job. Ms. [redacted] received all of the items that she asked us to move and this is clear as she signed and dated our Final Walk Through form showing that all had been loaded. She never called or mentioned that we had left things behind. We were not aware that she had a problem for a entire week after the move. We do not offer further compensation to Ms. [redacted] and only ask that you feel free to question us about this issue and allow us to provide you with a Not to Exceed quote and excellent moving service. Thank you, [redacted] Andersen Van & Storage

Business

Response:

Ms. [redacted] was never given a price of $2,500.00. There is nothing in her file that states " All Included ". We have never and will never write an estimate in that manner. A review of the estimate form shows that Ms. [redacted] asked that we give her a price with and without the items she mentions. That is quite clear within the paperwork. She signed a " Final Walk-Through " stating that all of the items she wished to have shipped were shipped. Ms. [redacted] signed and initialed stating that she wished to take basic coverage for her move. Upon delivery our driver did note that there were a couple of damaged items which we attempted to settle with MS. [redacted] based on her chosen coverage. She hired other men to move her things after we had left and our liability ends there but we still sent her compensation for what we knew we had damaged.

Our drivers are very used to driving our trucks at capacity and this is the first time I have heard this comment. We provided the service requested by this customer, at the promised price, and covered known damages at the requested coverage amount. There is nothing more we can do for this customer.