July 27, ID# [redacted] To whom it may concern: As a business we strive to make our customers happy and content with the services we provideFor this specific customer, he was booked through a moving websiteHe had only hired us for labor services which does not hold us liable for items in transit or items that are not unloaded by our company [redacted] had mentioned that he had a lamp with a concrete base that had broken by the time he arrived in New YorkWe explained to [redacted] that we were just hired for loading labor service in Madison, Wisconsin, (which this is explained on the website that he booked us on)The lamp was not properly boxed prior of our arrival nor during us loading the truckIn addition, we explained to [redacted] that we had no way of knowing how the truck was driven to New York or how his truck was unloaded in New York therefore, we can not be held liable for broken itemsWe explained to [redacted] if we would have done the entire move which includes; packing, loading truck, driving the truck to New York, and unloading in New York only then we would be held liable for itemsThese services are offered on the moving website he booked us on, but he choose not to book us for the entire move [redacted] did leave a star review for our services-which is the highest and best review possible We had responded and explained to *** multiple times regarding this issueOn June 25, July 3, and July to a resolution/complaint on the moving website and by text messaging as below: [redacted] Jul 6, at 1:25:PM Customer did not approve resolution Your response Jul 6, at 1:15:PM You need to read the moving rules and regulations CarefullyWe are just the labor servicesNothing was broke or damaged in the packing process which you have clearly stated twice (2) now [redacted] Jul 6, at 11:35:AM ***, your derogatory and confrontational tone aren't needed or helpfulThis could have been solved quickly and easily by simply replacing the lampThe truck is recommended size for a one bedroomYour team did a subpar job loading the truck, and items broke (presumably during load)This hasn't happened before, and I had no issues with my NYC crewYou need to provide the service you said you would, and you haven'tSo, this is what is going to happen- I am going to change my review to star and provide a detailed explanation - I'm going to inform my colleagues in Madison about your service, and ensure future movers use someone else - I am going to file a claim with the Revdex.com (this would be your second I believe) - If that doesn't get a courteous response, I'll file a small claim in NYCWe'll both spend more money simply going through the courts, and you can appear in NYC to have the conversationDo the right thing and replace the lamp Your response Jul 3, at 1:53:PM [redacted] again not really sure what you want to accomplish, but thanks for making this more awkwardWe pack our trucks the ***e everytime for the last yrs had one (1) recent comment on load shifting alittle but, that lady did not listen to our advice on getting straps ectAs far as your load we have no clue on how you drove the truck and in addition the truck you ordered was alittle to small to fit all your items safely [redacted] you cant cut corners to save money and expect someone else to pay for it [redacted] Jun 25, at 6:50:PM Thanks for the replyI agree, when the items were packed they were in good condition, and no damage was noticed by me or the moversI asked your company for unload services, but I am outside of your service area, as you are awareThe truck was returned without any damage, and I can provide proof of thatPacking should be able to handle road conditionsTruck insurance also does not cover household items loaded in the truck, particularly without any accident or fault of the truck companyI watched the movers unload, and discussed any issues with them separatelyI understand the desire to deflect this situationUnfortunately, it appears the truck was improperly packed and items were damagedI am not reporting minor scratches to furniture or what I would consider small issuesHowever, a ruined floor lamp and broken couch arm are large issues, particularly when I tipped your movers very wellWe need to resolve this situation between usPlease respond or call Your response Jun 25, at 6:04:PM ***, this is a very unfortunate situation due to the fact that everything was packed in good condition, the unfortunate part is when you drive across country when have nor should have responsibly because we have no idea if truck was driven correctly and safe or if your unloaders when as careful as we wereNow if you would of hired us for the driving and unload services but those services were never requestedPlease check your uhaul policy insmaybe that can help [redacted] Jun 24, at 8:31:AM While looking at the truck after it was loaded, two issues were discovered1- the concrete base of a floor lamp had so much pressure put on it that it cracked, destroying the base and the lamp2- the arm of my large couch was brokenHowever, the break was not visible on the outside (no tears to the fabric), only the inside support was crackedI'm sure we can find a quick resolution if we can have a conversationPlease reach out to me quicklyI have not updated my star review, and I would love to keep it at starsThanks The reason why this situation is not resolved with [redacted] is because we are not held liable nor responsible for items when we do not do the entire moveWe had explained to [redacted] that these unfortunate things do happen, but we can not be held liable in his situation for several reasonsThese reasons were explained to [redacted] multiple times and with his threating slanderous behavior we have chosen to seek further legal action if it continues Best Regards, [redacted] Moving LLC
We have used this company several times to move usThey are punctual, professional, and most importantly, keep my things from breaking during a moveThey are priced fairlyThey wrap and pad furniture and breakablesThey have been kind, hard working people every time we have used them and don't take breaks or go slow like some other movers I have used in the pastHighly recommend
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
When I
arrived at the storage units, and seen they were at the second, I assumed they
were done with the firstWhen the guy wanted to plow, they should have told
him they had to load firstI had them do the units in order for a reasonSo
everything in the first unit goes into the houseI cannot even get to my
things to see what needs to be brought into the houseAnd I did tell them they
needed to fix the situationThe reply I got was I should have been there
watching themI think they should refund part of the money I paid for a job
they did not complete, so I can hire other movers to move the things that
needed to be in the houseI cannot lift anything heavy, the garage is in
disarray, and the things that I bought new are still to be found, when I asked
them, they said it was in the front of the garage
Case 10:***
The customer had hired us to load storage units, drive the truck miles to her new location, and unload the items
into her apartment and garageSpecific directions were given: "most ofthe things in unit are going into apartment,
items In unit Z are all
going in garage, and alii really care about the most is my aquariums more than anythlng~that's
why I got the moving pads- so don't break them." -
Upon arrival at the storage units, the unit doors were frozen to the ground and it had snowed the night beforeWe had
to take time to break the ice from the door to gain access Into the unitBefore we could start the loading process at the
1st unit, we had to pack and move the items that were IIterallv thrown Into the last feet of the truck by the customer
the night beforeAs we were doing this the plow driver had asked us to move so he could clear that area from the
previous snow fallWe then moved to the 2nd unit and had started to load so time was not waste~As we started to load
items out of the 2nd unit into the truck, we had noticed that It was mostly boxes in the unit that were scattered all over,
boxes were broken, falling apart, and dumped outWe had told her the condition of the unit and her items in the unit
She laughed and said, "For the last years people have been in and out of it grabbing whatever when they wanted or
needed ItemsJust do the best you cann We had told her because of this and the c;onditlon of the boxes, 90% of her
items had to be re-boxed, thus taking additional time away from just simply (tloadlng" the items into the trudeShe did
not seem upset and understood the additional time neededWe had finished the 2nd unit and were about to move to
the 1st unit and she had come back to grab some Items out of the cab of the truckWe had mentioned to her again the
condition of her items and what we had to do prior to loading them Into the truckShe apologized and said, "Do
whatever you gotta do to get it done." At that time she NEVER said anything to us or asked us why we loaded the 21\d
unit lSI or the time it had been taking us to loadShe also asked If we would stop and put gas Into the truck on our way
to the new locationWe said sure, no problem and she gave us $to do soWe then moved back to the 1st u-nlt and
-completed the load
Per customer's request, we stopped to put $of gas Into truck on the way to the new location when we arrived she
was given the receipt for gas
When we arrived to the new location the customer did not appear is a sound state of mindShe slurred her words,
appeared confused, and drowsyShe told us her garage number and pointed in the direction where It wasShe told us
that most of it was going in the garage with the exception of a few Items that were taken out of the 1st unit and the
items t~at were thrown in the end of the truck by the customer when we had lit arrivedSince the majority of the Items
were to be unloaded Into the garage we started their 1st, As we were unloading the customer called our phone severaltimes
asking "how close are you to being done" and we told her "we are unloading the truck as fast and carefully as - -
possible." She said /lokay, just try to hurry cause I don't have a lot of money." We told her, "we would try our beSt b
is difficult because the boxes are failing apart again and some of Items we were unsure where they came from due" to
the fact we had to repack so much:' We did call her with questions while we were unloading and even had her come
down to the garage to show her what and how we were doing- -
At the-end of the job we told her the final c;ost and that additional money was needed because the job had taken longer
than-eKpected due to the condition of her Items/boxes, the storage unit doors and garage door being frozen to-the
ground, and us having to put gas in the truck (at her request)She knew and had agreed prior to the move date wh~ the
charges were and would be if additional time was required and that she would need to pay the additional amountaHhe
end of the JobShe agreed to pay some of the additional money but was short $She stated III'm giving YOU all the
money J have, I'm broke,'II have my daughter give you the $25.00." (She had new to fresh tattoos done within the
week prior to her move) We had given her over $off what her move should have cost-
We then asked her If everything was done to her approval, she replied "yes and apologized again for being not having
"enoug~ money and the extra hassle involved with her move," She had then asked where some of her items wereWe
told ~er that they were either in the boxes, totes, or bags we had put in her bedroom or In the boxes somewh_ere In the
garage and th"t she would need to look through themWe tried to keep the Items separated but because of the Items
that were initiallv thrown In truck by customer prior to our arrival were not packed and we had to pack them In wit.h, t.h e
other items in bo)(es or bags that had room so items would not be damaged or brokenSlle was okay with that and we
left to bring the truck to her daughters and to collect the $that was still owed to us'
About minutes later, while we were on our way to her daughters, she was calling and asking where Items were and
we told her where they should be either In the apartment or In the garage, which she would need to look for them~ Then
she besan sending multiple text messages stating "I'm missing brand new stufft""t I have receipts for", "if you don't
come back I'm reporting you for theft." We told her again that she would need to actually look for her Items in the
boxes, totes, and bags in apartment and garage and that we would be contacting the police because these are serious
allegations towards our business that are completely falseShe never once asked us to "come back or how to rectify the
situatlon.n We told her where about her Items were and that she would need to actually look for themWe dropped off
the truck at her daughter's house in the driveway, knocked on the door and no one answered
We left the property and contacted the police to report that services were rendered without full payment from the
customer and the theft allegations
This entire situation could have been avoided If she would have properly packed her own Items prior to the move, had
the storage unit contents properly packaged or boxed, fueled the truck that was being used prior to the moveand made
sure the storage unit doors and garage door were able to be openedThis move was scheduled for hours and could
have been done In the allotted time or close to It if the customer would have been prepared and the had the' above '
mentioned tasks completed prior to her move
As a business we strive to make our customel"$ happy and content with the services we provide. For this .
specific customer, we went above and beyond our "typical" job duties and services to provide her with
the services she had requested at an affordable price.
We provided additional services at no charge:
1: Packinslrepacklng 90% of Items In storage due to Improper storage conditions, poorly packed
items, boxes packed without tape to hold bottoms closed, and rodent infestation.
2: Shoveling and de-Icing storage doors from ground. When we arrived both units storage doors
were frozen to the ground. The customer had not been to the units in quite a period of time, therefore,
she was not prepared for the move.
3: Stopped to fuel truck. This is something that should have been done prior to move also. The
customer did pay for the fuel but we still needed to take the time to stop and do this.
4: We drove the truck from storage to the apartment and back to her daughters at no charge.
(About 60 miles round trip. Which there Is normally a fee per mile).
5: At completion of job, customer was told prior to us starting the move, "If It went over the
allotted time that there would be an additional fee per hour" and she was agreeable to this. She was
NOT able to come up with all the additional fee for the services rendered.
It Is ultimately the customers' responsibility to "oversee" the entire process of the move. She did not
follow throuGh with her own obligations and responsibilities during the move due to the fact that she
had to "watch" her 3 grandchildren, run errands, and was not 100% coherent during this process. When
we had contacted her with questions or concerns, she told us "just do what you «:an, alii really care
about is my aquariums". We did what she asked us to do to the best of our abilities with the co~ditions
at hand. We moved 2, 10)( 20 storage units into a single car garage and a small! bedroom apartment.
ALL her Items are in either of the areas, she Is just going to need to take the time herself and find them.
We would be willing to come back for an additional fee and with police on standby due the previous
nature of this customer.
Best Regards,
Ashton Moving
July 27, 2015
ID# [redacted]
To whom it may concern:
As a business we strive to make our customers happy and content with the services we provide. For this specific customer, he was booked...
through a moving website. He had only hired us for labor services which does not hold us liable for items in transit or items that are not unloaded by our company. [redacted] had mentioned that he had a lamp with a concrete base that had broken by the time he arrived in New York. We explained to [redacted] that we were just hired for loading labor service in Madison, Wisconsin, (which this is explained on the website that he booked us on). The lamp was not properly boxed prior of our arrival nor during us loading the truck. In addition, we explained to [redacted] that we had no way of knowing how the truck was driven to New York or how his truck was unloaded in New York therefore, we can not be held liable for broken items. We explained to [redacted] if we would have done the entire move which includes; packing, loading truck, driving the truck to New York, and unloading in New York only then we would be held liable for items. These services are offered on the moving website he booked us on, but he choose not to book us for the entire move. [redacted] did leave a 5 star review for our services-which is the highest and best review possible. We had responded and explained to [redacted] multiple times regarding this issue. On June 25, July 3, and July 6 to a resolution/complaint on the moving website and by text messaging as below:
[redacted] Jul 6, 2015 at 1:25:57 PM
Customer did not approve resolution.
Your response Jul 6, 2015 at 1:15:02 PM You need to read the moving rules and regulations Carefully. We are just the labor services. Nothing was broke or damaged in the packing process which you have clearly stated twice (2) now.
[redacted] Jul 6, 2015 at 11:35:40 AM
[redacted], your derogatory and confrontational tone aren't needed or helpful. This could have been solved quickly and easily by simply replacing the lamp. The truck is recommended size for a one bedroom. Your team did a subpar job loading the truck, and items broke (presumably during load). This hasn't happened before, and I had no issues with my NYC crew. You need to provide the service you said you would, and you haven't. So, this is what is going to happen. 1 - I am going to change my review to 1 star and provide a detailed explanation 2 - I'm going to inform my colleagues in Madison about your service, and ensure future movers use someone else 2 - I am going to file a claim with the Revdex.com (this would be your second I believe) 3 - If that doesn't get a courteous response, I'll file a small claim in NYC. We'll both spend more money simply going through the courts, and you can appear in NYC to have the conversation. Do the right thing and replace the lamp
Your response Jul 3, 2015 at 1:53:05 PM
[redacted] again not really sure what you want to accomplish, but thanks for making this more awkward. We pack our trucks the [redacted]e everytime for the last 3 yrs had one (1) recent comment on load shifting alittle but, that lady did not listen to our advice on getting straps ect. As far as your load we have no clue on how you drove the truck and in addition the truck you ordered was alittle to small to fit all your items safely. [redacted] you cant cut corners to save money and expect someone else to pay for it.
[redacted] Jun 25, 2015 at 6:50:15 PM
Thanks for the reply. I agree, when the items were packed they were in good condition, and no damage was noticed by me or the movers. I asked your company for unload services, but I am outside of your service area, as you are aware. The truck was returned without any damage, and I can provide proof of that. Packing should be able to handle normal road conditions. Truck insurance also does not cover household items loaded in the truck, particularly without any accident or fault of the truck company. I watched the movers unload, and discussed any issues with them separately. I understand the desire to deflect this situation. Unfortunately, it appears the truck was improperly packed and items were damaged. I am not reporting minor scratches to furniture or what I would consider small issues. However, a ruined floor lamp and broken couch arm are large issues, particularly when I tipped your movers very well. We need to resolve this situation between us. Please respond or call.
Your response Jun 25, 2015 at 6:04:13 PM
[redacted], this is a very unfortunate situation due to the fact that everything was packed in good condition, the unfortunate part is when you drive across country when have nor should have responsibly because we have no idea if truck was driven correctly and safe or if your unloaders when as careful as we were. Now if you would of hired us for the driving and unload services but those services were never requested. Please check your uhaul policy ins. maybe that can help
[redacted] Jun 24, 2015 at 8:31:50 AM
While looking at the truck after it was loaded, two issues were discovered. 1- the concrete base of a floor lamp had so much pressure put on it that it cracked, destroying the base and the lamp. 2- the arm of my large couch was broken. However, the break was not visible on the outside (no tears to the fabric), only the inside support was cracked. I'm sure we can find a quick resolution if we can have a conversation. Please reach out to me quickly. I have not updated my 5 star review, and I would love to keep it at 5 stars. Thanks
The reason why this situation is not resolved with [redacted] is because we are not held liable nor responsible for items when we do not do the entire move. We had explained to [redacted] that these unfortunate things do happen, but we can not be held liable in his situation for several reasons. These reasons were explained to [redacted] multiple times and with his threating slanderous behavior we have chosen to seek further legal action if it continues.
Best Regards,
[redacted] Moving LLC
July 27, ID# [redacted] To whom it may concern: As a business we strive to make our customers happy and content with the services we provideFor this specific customer, he was booked through a moving websiteHe had only hired us for labor services which does not hold us liable for items in transit or items that are not unloaded by our company [redacted] had mentioned that he had a lamp with a concrete base that had broken by the time he arrived in New YorkWe explained to [redacted] that we were just hired for loading labor service in Madison, Wisconsin, (which this is explained on the website that he booked us on)The lamp was not properly boxed prior of our arrival nor during us loading the truckIn addition, we explained to [redacted] that we had no way of knowing how the truck was driven to New York or how his truck was unloaded in New York therefore, we can not be held liable for broken itemsWe explained to [redacted] if we would have done the entire move which includes; packing, loading truck, driving the truck to New York, and unloading in New York only then we would be held liable for itemsThese services are offered on the moving website he booked us on, but he choose not to book us for the entire move [redacted] did leave a star review for our services-which is the highest and best review possible We had responded and explained to *** multiple times regarding this issueOn June 25, July 3, and July to a resolution/complaint on the moving website and by text messaging as below: [redacted] Jul 6, at 1:25:PM Customer did not approve resolution Your response Jul 6, at 1:15:PM You need to read the moving rules and regulations CarefullyWe are just the labor servicesNothing was broke or damaged in the packing process which you have clearly stated twice (2) now [redacted] Jul 6, at 11:35:AM ***, your derogatory and confrontational tone aren't needed or helpfulThis could have been solved quickly and easily by simply replacing the lampThe truck is recommended size for a one bedroomYour team did a subpar job loading the truck, and items broke (presumably during load)This hasn't happened before, and I had no issues with my NYC crewYou need to provide the service you said you would, and you haven'tSo, this is what is going to happen- I am going to change my review to star and provide a detailed explanation - I'm going to inform my colleagues in Madison about your service, and ensure future movers use someone else - I am going to file a claim with the Revdex.com (this would be your second I believe) - If that doesn't get a courteous response, I'll file a small claim in NYCWe'll both spend more money simply going through the courts, and you can appear in NYC to have the conversationDo the right thing and replace the lamp Your response Jul 3, at 1:53:PM [redacted] again not really sure what you want to accomplish, but thanks for making this more awkwardWe pack our trucks the ***e everytime for the last yrs had one (1) recent comment on load shifting alittle but, that lady did not listen to our advice on getting straps ectAs far as your load we have no clue on how you drove the truck and in addition the truck you ordered was alittle to small to fit all your items safely [redacted] you cant cut corners to save money and expect someone else to pay for it [redacted] Jun 25, at 6:50:PM Thanks for the replyI agree, when the items were packed they were in good condition, and no damage was noticed by me or the moversI asked your company for unload services, but I am outside of your service area, as you are awareThe truck was returned without any damage, and I can provide proof of thatPacking should be able to handle road conditionsTruck insurance also does not cover household items loaded in the truck, particularly without any accident or fault of the truck companyI watched the movers unload, and discussed any issues with them separatelyI understand the desire to deflect this situationUnfortunately, it appears the truck was improperly packed and items were damagedI am not reporting minor scratches to furniture or what I would consider small issuesHowever, a ruined floor lamp and broken couch arm are large issues, particularly when I tipped your movers very wellWe need to resolve this situation between usPlease respond or call Your response Jun 25, at 6:04:PM ***, this is a very unfortunate situation due to the fact that everything was packed in good condition, the unfortunate part is when you drive across country when have nor should have responsibly because we have no idea if truck was driven correctly and safe or if your unloaders when as careful as we wereNow if you would of hired us for the driving and unload services but those services were never requestedPlease check your uhaul policy insmaybe that can help [redacted] Jun 24, at 8:31:AM While looking at the truck after it was loaded, two issues were discovered1- the concrete base of a floor lamp had so much pressure put on it that it cracked, destroying the base and the lamp2- the arm of my large couch was brokenHowever, the break was not visible on the outside (no tears to the fabric), only the inside support was crackedI'm sure we can find a quick resolution if we can have a conversationPlease reach out to me quicklyI have not updated my star review, and I would love to keep it at starsThanks The reason why this situation is not resolved with [redacted] is because we are not held liable nor responsible for items when we do not do the entire moveWe had explained to [redacted] that these unfortunate things do happen, but we can not be held liable in his situation for several reasonsThese reasons were explained to [redacted] multiple times and with his threating slanderous behavior we have chosen to seek further legal action if it continues Best Regards, [redacted] Moving LLC
We have used this company several times to move usThey are punctual, professional, and most importantly, keep my things from breaking during a moveThey are priced fairlyThey wrap and pad furniture and breakablesThey have been kind, hard working people every time we have used them and don't take breaks or go slow like some other movers I have used in the pastHighly recommend
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
When I
arrived at the storage units, and seen they were at the second, I assumed they
were done with the firstWhen the guy wanted to plow, they should have told
him they had to load firstI had them do the units in order for a reasonSo
everything in the first unit goes into the houseI cannot even get to my
things to see what needs to be brought into the houseAnd I did tell them they
needed to fix the situationThe reply I got was I should have been there
watching themI think they should refund part of the money I paid for a job
they did not complete, so I can hire other movers to move the things that
needed to be in the houseI cannot lift anything heavy, the garage is in
disarray, and the things that I bought new are still to be found, when I asked
them, they said it was in the front of the garage
Case 10:***
The customer had hired us to load storage units, drive the truck miles to her new location, and unload the items
into her apartment and garageSpecific directions were given: "most ofthe things in unit are going into apartment,
items In unit Z are all
going in garage, and alii really care about the most is my aquariums more than anythlng~that's
why I got the moving pads- so don't break them." -
Upon arrival at the storage units, the unit doors were frozen to the ground and it had snowed the night beforeWe had
to take time to break the ice from the door to gain access Into the unitBefore we could start the loading process at the
1st unit, we had to pack and move the items that were IIterallv thrown Into the last feet of the truck by the customer
the night beforeAs we were doing this the plow driver had asked us to move so he could clear that area from the
previous snow fallWe then moved to the 2nd unit and had started to load so time was not waste~As we started to load
items out of the 2nd unit into the truck, we had noticed that It was mostly boxes in the unit that were scattered all over,
boxes were broken, falling apart, and dumped outWe had told her the condition of the unit and her items in the unit
She laughed and said, "For the last years people have been in and out of it grabbing whatever when they wanted or
needed ItemsJust do the best you cann We had told her because of this and the c;onditlon of the boxes, 90% of her
items had to be re-boxed, thus taking additional time away from just simply (tloadlng" the items into the trudeShe did
not seem upset and understood the additional time neededWe had finished the 2nd unit and were about to move to
the 1st unit and she had come back to grab some Items out of the cab of the truckWe had mentioned to her again the
condition of her items and what we had to do prior to loading them Into the truckShe apologized and said, "Do
whatever you gotta do to get it done." At that time she NEVER said anything to us or asked us why we loaded the 21\d
unit lSI or the time it had been taking us to loadShe also asked If we would stop and put gas Into the truck on our way
to the new locationWe said sure, no problem and she gave us $to do soWe then moved back to the 1st u-nlt and
-completed the load
Per customer's request, we stopped to put $of gas Into truck on the way to the new location when we arrived she
was given the receipt for gas
When we arrived to the new location the customer did not appear is a sound state of mindShe slurred her words,
appeared confused, and drowsyShe told us her garage number and pointed in the direction where It wasShe told us
that most of it was going in the garage with the exception of a few Items that were taken out of the 1st unit and the
items t~at were thrown in the end of the truck by the customer when we had lit arrivedSince the majority of the Items
were to be unloaded Into the garage we started their 1st, As we were unloading the customer called our phone severaltimes
asking "how close are you to being done" and we told her "we are unloading the truck as fast and carefully as - -
possible." She said /lokay, just try to hurry cause I don't have a lot of money." We told her, "we would try our beSt b
is difficult because the boxes are failing apart again and some of Items we were unsure where they came from due" to
the fact we had to repack so much:' We did call her with questions while we were unloading and even had her come
down to the garage to show her what and how we were doing- -
At the-end of the job we told her the final c;ost and that additional money was needed because the job had taken longer
than-eKpected due to the condition of her Items/boxes, the storage unit doors and garage door being frozen to-the
ground, and us having to put gas in the truck (at her request)She knew and had agreed prior to the move date wh~ the
charges were and would be if additional time was required and that she would need to pay the additional amountaHhe
end of the JobShe agreed to pay some of the additional money but was short $She stated III'm giving YOU all the
money J have, I'm broke,'II have my daughter give you the $25.00." (She had new to fresh tattoos done within the
week prior to her move) We had given her over $off what her move should have cost-
We then asked her If everything was done to her approval, she replied "yes and apologized again for being not having
"enoug~ money and the extra hassle involved with her move," She had then asked where some of her items wereWe
told ~er that they were either in the boxes, totes, or bags we had put in her bedroom or In the boxes somewh_ere In the
garage and th"t she would need to look through themWe tried to keep the Items separated but because of the Items
that were initiallv thrown In truck by customer prior to our arrival were not packed and we had to pack them In wit.h, t.h e
other items in bo)(es or bags that had room so items would not be damaged or brokenSlle was okay with that and we
left to bring the truck to her daughters and to collect the $that was still owed to us'
About minutes later, while we were on our way to her daughters, she was calling and asking where Items were and
we told her where they should be either In the apartment or In the garage, which she would need to look for them~ Then
she besan sending multiple text messages stating "I'm missing brand new stufft""t I have receipts for", "if you don't
come back I'm reporting you for theft." We told her again that she would need to actually look for her Items in the
boxes, totes, and bags in apartment and garage and that we would be contacting the police because these are serious
allegations towards our business that are completely falseShe never once asked us to "come back or how to rectify the
situatlon.n We told her where about her Items were and that she would need to actually look for themWe dropped off
the truck at her daughter's house in the driveway, knocked on the door and no one answered
We left the property and contacted the police to report that services were rendered without full payment from the
customer and the theft allegations
This entire situation could have been avoided If she would have properly packed her own Items prior to the move, had
the storage unit contents properly packaged or boxed, fueled the truck that was being used prior to the moveand made
sure the storage unit doors and garage door were able to be openedThis move was scheduled for hours and could
have been done In the allotted time or close to It if the customer would have been prepared and the had the' above '
mentioned tasks completed prior to her move
As a business we strive to make our customel"$ happy and content with the services we provide. For this .
specific customer, we went above and beyond our "typical" job duties and services to provide her with
the services she had requested at an affordable price.
We provided additional services at no charge:
1: Packinslrepacklng 90% of Items In storage due to Improper storage conditions, poorly packed
items, boxes packed without tape to hold bottoms closed, and rodent infestation.
2: Shoveling and de-Icing storage doors from ground. When we arrived both units storage doors
were frozen to the ground. The customer had not been to the units in quite a period of time, therefore,
she was not prepared for the move.
3: Stopped to fuel truck. This is something that should have been done prior to move also. The
customer did pay for the fuel but we still needed to take the time to stop and do this.
4: We drove the truck from storage to the apartment and back to her daughters at no charge.
(About 60 miles round trip. Which there Is normally a fee per mile).
5: At completion of job, customer was told prior to us starting the move, "If It went over the
allotted time that there would be an additional fee per hour" and she was agreeable to this. She was
NOT able to come up with all the additional fee for the services rendered.
It Is ultimately the customers' responsibility to "oversee" the entire process of the move. She did not
follow throuGh with her own obligations and responsibilities during the move due to the fact that she
had to "watch" her 3 grandchildren, run errands, and was not 100% coherent during this process. When
we had contacted her with questions or concerns, she told us "just do what you «:an, alii really care
about is my aquariums". We did what she asked us to do to the best of our abilities with the co~ditions
at hand. We moved 2, 10)( 20 storage units into a single car garage and a small! bedroom apartment.
ALL her Items are in either of the areas, she Is just going to need to take the time herself and find them.
We would be willing to come back for an additional fee and with police on standby due the previous
nature of this customer.
Best Regards,
Ashton Moving
July 27, 2015
ID# [redacted]
To whom it may concern:
As a business we strive to make our customers happy and content with the services we provide. For this specific customer, he was booked...
through a moving website. He had only hired us for labor services which does not hold us liable for items in transit or items that are not unloaded by our company. [redacted] had mentioned that he had a lamp with a concrete base that had broken by the time he arrived in New York. We explained to [redacted] that we were just hired for loading labor service in Madison, Wisconsin, (which this is explained on the website that he booked us on). The lamp was not properly boxed prior of our arrival nor during us loading the truck. In addition, we explained to [redacted] that we had no way of knowing how the truck was driven to New York or how his truck was unloaded in New York therefore, we can not be held liable for broken items. We explained to [redacted] if we would have done the entire move which includes; packing, loading truck, driving the truck to New York, and unloading in New York only then we would be held liable for items. These services are offered on the moving website he booked us on, but he choose not to book us for the entire move. [redacted] did leave a 5 star review for our services-which is the highest and best review possible. We had responded and explained to [redacted] multiple times regarding this issue. On June 25, July 3, and July 6 to a resolution/complaint on the moving website and by text messaging as below:
[redacted] Jul 6, 2015 at 1:25:57 PM
Customer did not approve resolution.
Your response Jul 6, 2015 at 1:15:02 PM You need to read the moving rules and regulations Carefully. We are just the labor services. Nothing was broke or damaged in the packing process which you have clearly stated twice (2) now.
[redacted] Jul 6, 2015 at 11:35:40 AM
[redacted], your derogatory and confrontational tone aren't needed or helpful. This could have been solved quickly and easily by simply replacing the lamp. The truck is recommended size for a one bedroom. Your team did a subpar job loading the truck, and items broke (presumably during load). This hasn't happened before, and I had no issues with my NYC crew. You need to provide the service you said you would, and you haven't. So, this is what is going to happen. 1 - I am going to change my review to 1 star and provide a detailed explanation 2 - I'm going to inform my colleagues in Madison about your service, and ensure future movers use someone else 2 - I am going to file a claim with the Revdex.com (this would be your second I believe) 3 - If that doesn't get a courteous response, I'll file a small claim in NYC. We'll both spend more money simply going through the courts, and you can appear in NYC to have the conversation. Do the right thing and replace the lamp
Your response Jul 3, 2015 at 1:53:05 PM
[redacted] again not really sure what you want to accomplish, but thanks for making this more awkward. We pack our trucks the [redacted]e everytime for the last 3 yrs had one (1) recent comment on load shifting alittle but, that lady did not listen to our advice on getting straps ect. As far as your load we have no clue on how you drove the truck and in addition the truck you ordered was alittle to small to fit all your items safely. [redacted] you cant cut corners to save money and expect someone else to pay for it.
[redacted] Jun 25, 2015 at 6:50:15 PM
Thanks for the reply. I agree, when the items were packed they were in good condition, and no damage was noticed by me or the movers. I asked your company for unload services, but I am outside of your service area, as you are aware. The truck was returned without any damage, and I can provide proof of that. Packing should be able to handle normal road conditions. Truck insurance also does not cover household items loaded in the truck, particularly without any accident or fault of the truck company. I watched the movers unload, and discussed any issues with them separately. I understand the desire to deflect this situation. Unfortunately, it appears the truck was improperly packed and items were damaged. I am not reporting minor scratches to furniture or what I would consider small issues. However, a ruined floor lamp and broken couch arm are large issues, particularly when I tipped your movers very well. We need to resolve this situation between us. Please respond or call.
Your response Jun 25, 2015 at 6:04:13 PM
[redacted], this is a very unfortunate situation due to the fact that everything was packed in good condition, the unfortunate part is when you drive across country when have nor should have responsibly because we have no idea if truck was driven correctly and safe or if your unloaders when as careful as we were. Now if you would of hired us for the driving and unload services but those services were never requested. Please check your uhaul policy ins. maybe that can help
[redacted] Jun 24, 2015 at 8:31:50 AM
While looking at the truck after it was loaded, two issues were discovered. 1- the concrete base of a floor lamp had so much pressure put on it that it cracked, destroying the base and the lamp. 2- the arm of my large couch was broken. However, the break was not visible on the outside (no tears to the fabric), only the inside support was cracked. I'm sure we can find a quick resolution if we can have a conversation. Please reach out to me quickly. I have not updated my 5 star review, and I would love to keep it at 5 stars. Thanks
The reason why this situation is not resolved with [redacted] is because we are not held liable nor responsible for items when we do not do the entire move. We had explained to [redacted] that these unfortunate things do happen, but we can not be held liable in his situation for several reasons. These reasons were explained to [redacted] multiple times and with his threating slanderous behavior we have chosen to seek further legal action if it continues.
Best Regards,
[redacted] Moving LLC