I would like to apologize on behalf of the Dealership for the miscommunication, not being present when the customer accepted the extended warranty I am not sure what was said. However...
we did provide the customer a pamphlet with the coverage details showing what she purchased. I left [redacted] a voicemail 1/15/16 at 5:10pm advising customer to please return my call in order to assist with the cancellation. The Dealership can cancel the warranty per the customer's request however, the payment will not lower, only the amount financed will lower. [redacted] can reach me at 714-739-0800 ext. [redacted] at her earliest convenience. Thank you, [redacted]Owner Loyalty ManagerBuena Park Nissan
Mr. [redacted] did not purchase anything from us therefore his accusations of being forced to do anything are simply not true. This is starting to seem like a back and forth battle and to be quite honest I'm unsure of what the problem is, he did not purchase anything from us and his account of what occurred that day differs from our sales consultant's. As we previously stated we will not be paying him for a missed days work but we would be willing to help him if he is looking to purchase another car. Sincerely,[redacted]Brown Automotive GroupOwner Loyalty DirectorOffice: [redacted] Office 2: (714)690-3100 ext. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I don't find the offer acceptable, but it seems I have no other choice. I think they should have properly inspected the car before selling it.
Regards,
[redacted]
This customer was sent a claim form. The customer did sent the claim form back to Astro Moving & Storage for processing. However the claim has been on hold. [redacted] & [redacted] have put a stop payment for the services which was provided to them. I have explained to [redacted] & [redacted]...
the claim cannot be settled until the dispute is resolved. I have explained this several times to the customer. If you have any questions please call me. Thank You Jean S[redacted]Claims Manager & Customer ServiceAstro M&S[redacted]
[redacted] [redacted]
[redacted]
The customer states he has had issues with the vehicle since he purchased but refused to open a CA file with Nissan to request a buyback. Unfortunately, the Dealership does not have power to buy back vehicle or open CA on behalf of customer. I left a voicemail for [redacted] 9/15 and he returned my call...
9/16 where he was willing to talk to me about his options. [redacted] disclosed he was willing to see if we could assist him with trading his vehicle for a 2015 truck, which would mean possibly opening a new loan. He is currently being assisted by our Sales Consultant Sandra and we will continue to follow up. However, if the customer stays with his vehicle and is still not happy the Dealership can only suggest the CA file claim process for Nissan buy backs. Thank you, [redacted]Owner Loyalty ManagerBuena Park Nissan
The Dealership reached out to [redacted] and apologized for any miscommunications but would like to have the customer come in and sit down with our General Sales Manager to look over his contract and answer any questions he may have. We give a full disclosure and present options to our customers in...
which they make informed decisions. [redacted] states he understands this purchase was over 30 days ago but would still like to see if there is anything that can be changed, he will be coming down to the Dealership today at 4:45pm.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response that we received from the company does not offers a solution for the problem that resulted from [redacted] having incompetent staff working there. We were told we had 2 weeks to give the $1000 for the car. And since our complaints weren't being heard that was the only way we had to talk to somebody that could explain to us what was going on. The staff at [redacted] are so unprofessional. We are very disappointed of the way they conduct bussiness.
Regards,
[redacted]
Products and services were disclosed to the customer at the time of sale. Customer agreed to purchase said products and services. Contracts were signed by customer and are noncancellable however in the interest of customer satisfaction we are willing to refund the $296.00 for the [redacted] Security...
system providing that the customer return to the dealership so that we can remove our alarm system. In regards to the express code we are willing to reimburse $110.00 in the interest of customer satisfaction being that this product cannot be removed from the vehicle. Dealership is also requesting that customer remove any and all social media reviews, Yelp or other rating web sites and cease and desist any future social media postings.
Review: Moved many household items from two locations: Kings Park, NY and Coram NY to Bellevue WA. Many items were lost, damaged, or broken. Tried to speak with mover and found them rude and uncaring. Since they moved my items in two different trucks, I feel it was their responsibility to locate the missing items; they claimed to have searched their warehouse months ago.
They told me to file a claim with [redacted]. My wife and I were unable to navigate the site to do so.Desired Settlement: Replace missing items and pay for those items damaged or broken.
Business
Response:
We have spoken with the customer [redacted] several times. He is claiming missing items which we placed a trace and nothing turned up. I advised [redacted] to file a claim. I asked [redacted] if he would like to file the claim on line advising he customer this would be the quickest way to file a claim. [redacted] apparently could not or had a difficult time filing the claim on line. He called Astro M&S and I returned the call the same day. The issue has been resolved I have mailed a physical claim form to [redacted] home. We are now waiting to receive the claim from [redacted].We strive to satisfied customers and hope we can resolve all of [redacted] issues. Thank YouJean S[redacted]Astro Moving & StorageClaims Manager/Adjustor
Review: I had requested an estimate from the company in February 2015 for a cross country move from New York to Arizona, which was to take place in July. An agent came out to my home (Ralph S[redacted]), and looked at my entire home and its contents and then sat with my wife and I and gave us a rough estimate. When asked at that time how long it would take to move us, the agent told us that the move would take aprox 3-7 days to get to Arizona. The agent then emailed us the estimate which was quoted as a "Total Guaranteed Price" of $2698.43. The top of the contract states "Guaranteed and Binding Price Pledge". I signed and dated the contract on February **, 2015 and emailed it back to Ralph. He replied to the email stating he received the signed contract. Aprox 1 week prior to the move date, I contacted Ralph, asking him to send me a copy of the inventory so that I could make some adjustments, as I had decided not to take multiple items. On the date of the move, July [redacted], 2015, the movers arrived punctually, and began moving my belongings out to the truck. Aprox half way through loading, I noticed the movers had brought the contract with them, so I began looking it over. The contract the movers brought showed a price increase from my original contract of $800.00. When I questioned the mover, he stated he didn't know anything about the prices, he was just given the paperwork from the office. The mover stated that I would need to sign the new contract. I stated I was not going to sign a contract that I had never seen before, nor was I told about a price change. The mover made several phone calls and eventually spoke with who he said was the owner. He stated I didn't have to sign the new contract, that I only needed to sign the inventory sheets and he would follow up with Ralph to work it out. After several phone calls, texts and emails to Ralph, he returned my call and stated he had contacted me in May and told me they had a policy change. I never received this phone call, nor any email pertaining to it. Ralph stated, "I may or may not have sent out the new contract, I'm only human". I stated I wanted to speak to his supervisor, manager or the owner. Ralph stated that since it was a Saturday, they were not in. I requested a phone call Monday. I then received an email from Leah V[redacted] (I am unsure of her title), with an invoice attached. When I opened the invoice, it showed no prices other than a hand written price on the bottom for $3440.43. I responded to her email stating that I had spoken to Ralph on Saturday about the discrepancy in the price, and sent her a copy of the original contract I had that I had signed. I then received an email from Ralph stating that the weight was much higher than he had estimated, even though he had seen everything we were bringing, and stated the price was now $5669.74. I told him that was impossible. I requested to speak to the owner. I received a phone call from the president, Keith V[redacted]. When I tried to explain the situation, I was very upset considering my "guaranteed price" of $2698.43 had nearly tripled. He curtly cut me off and stated he wouldn't speak to me if I was yelling, which I was not. He then began yelling at me stating that he was trying to do me a favor by only charging me for 4000lbs instead of the 4500lbs. I again tried to explain that I was given the original price with no notification of any price changes. I then told him that Ralph had stated "he was only human" and had forgotten to send me an updated estimate. I explained, had that happened, I would have looked for another moving company for that kind of price. Mr. V[redacted], stated he would contact Ralph and call me back. I never heard back from him. I now have retained a lawyer.Desired Settlement: I am looking to have the stated "guaranteed price" to be honored as well as delivery of my belongings, which I still have not received.
Business
Response:
To Revdex.com Response to [redacted]We have contacted Mr. [redacted] concerning his pricing issues. We have explained the Guaranteed and Binding Price Pledge is only for 40 pieces not more. [redacted] had 120 pieces we have explained to him we cannot and could not give him a Guaranteed and Binding Price Pledge with the amount of items he had to transport. We have tried to resolve this issue with [redacted] however he will not accept this. We do value our customers and strive to have complete satisfied customers. We hope we can try to resolve this. We will make contact [redacted] again to try to resolve this issue. Sincerely,Jean S[redacted]Astro M&S[redacted]
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that my complaint has NOT been resolved because:
We walked through our entire 3 BEDROOM APARTMENT, GARAGE AND EXPLAINED WE HAD A 5X8 STORAGE UNIT. At no time, did the agent tell us the price was for "40 pieces". Nor would I have agreed to that, as I would clearly have more items than that with that amount of space to be transported. Also, we broke down all of the bed frames, bunk beds, and the dining room table so the movers would not have to do this when they arrived, the inventory sheets list each of the broken down pieces individually including each chair. That hardly is acceptable to me. Please explain how 1 dining room table and 6 chairs became well over 10 pieces alone.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Business
Response:
Tell us why here...In response to [redacted]'s complaint, I find many of his remarks disappointing and false. I did not specify a three to seven day window for delivery, as he stated. Typically, I tell my clients seven to ten days at the very least. Also, with regard to the policy changes, shuttles became mandatory. I mentioned to him that the estimate needed to be updated. With that, he chose to email some items to be removed and at the same time, added some items as well. At that point, I would never have thought that the inventory would increase from 40 items to 120 items. Clearly, a significant increase in inventory and subsequently, an increase in weight.As a company, we tried to help resolve the issues which we found difficult due to his loud outburst of temper and sarcasm. We offered to charge him for 4,000 lbs. and he called that offer "ridiculous." Lastly, he witnessed the reweigh at destinationwhich was 4,360 lbs. Again, he was charged for 4,000 lbs. Thank you again.Ralph
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
There are so many issues with this response. Again, we were never quoted on number of pieces. Our 3 bedroom, 1 car garage and small storage unit would have never been only 40 pieces. The few items we added were a couple storage bins and 2 empty storage bins that we filled with items that were already on the inventory, again, trying to make it easier to move. At no time was I ever asked how many boxes we had. The estimate and contract was obtained in February, we clearly had not packed for our July move at that time. Regardless of whether the shuttle became mandatory, we already had a contract, which means we should not be charged the difference. Additionally, at the time the movers picked up our belongings, we were told they would be taking everything back to the storage warehouse to be repackaged more securely. When we finally received our shipment, we found many items broken with nothing wrapped more securely, as we had been told they would be. This will be the last response, we will be following up with our lawyer in small claims court.Sincerely,[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Review: On 11/**/15 Astro Moving & Storage Company moved my belongings from Public Storage in Patchogue, New York to my residence in Merrick, New York.
The move was successful taking a full 4 hours to complete the job including travel.
A week prior to the move I had called Astro and spoke to Trish a sales consultant to setup the job.
An over the phone estimate was performed based on the items that I had listed in my storage locker.
Trish had given me a maximum job estimate of 8 hours with 1 hour of travel time.
Trish quoted the hourly rate at $150/hour for labor & $150/hour for travel.
The maximum estimated charge was $1350 for the move.
Since I had previously moved with another company in the past, I was anticipating a 4 hour job time.
I specifically asked Trish, “Will the company prorate my bill if the job only takes 4 hours”?
Trish specifically stated “If the job takes four hours we will prorate and reduce your bill based on the decreased time".
Having this verbal contract and her acknowledgement of the job being prorated, I booked the move for 11/**/15.
The day prior to the move a man name Alonzo called me from Astro and stated specifically “The moving men will meet me at my storage facility at 9:00 am”.
The day of the move the moving men arrived at the storage facility 1 hour early at 8 am and were waiting for me to arrive to open the storage locker in which I arrived at 9:00am.
The movers completed the job at 1:00PM totaling 4 hours of work including travel time.
At this time the head mover was looking for payment and unexpectedly told me that there was a 6 hour minimum charge not including 1.5 hours of transportation at $175/hour for travel & labor.
The bill of lading I received totaled $1340 for a total of 6 hours of work including 1.5 hours travel time starting at 8:00am ending at 1:00pm, however the job in total was only 4 hours and I was charged for not being at the storage facility at 8:00am.
Trish did not advise me of any minimum charge times during my phone call estimate.
Based on my verbal contract with Trish I was anticipating a $600 bill for 4 hours worked at $150 / hour.
The bill of lading that I received had no writings or indications of minimum hour charges.
I was reluctant to pay the head mover, however I paid him $1350 in cash and he stated that I should take my complaint up with the main office.
The next business day I called Trish back at Astro and told her of my issue and she said she would have Ralph C[redacted] the estimator review my file and get back to me.
Over the course of roughly 2 months Ralph C[redacted] finally reviewed my file and acknowledged that I was overcharged for the job and said I would be receiving a refund by check once it goes through main office approval.
I never received a refund from Astro so I ultimately followed up with the president Keith V[redacted] who reviewed my file and said he would give me a refund of one hours’ time.
I told him that I was looking for a larger refund since I was over billed greater than 1 hour and he then said “ Now I’m not giving you anything, nice doing business with you”.
Keith V[redacted] subsequently hung up the phone and has refused to take any further calls from me.Desired Settlement: At this point in time I am looking to be refunded $750 in which I feel I have been wrongly overcharged.
Business
Response:
This is in response to [redacted] complaint concerning charges. [redacted] was advise prior to the move of our minimum charges. The sales person and appointment setter both have been with our agency many years. I believe there was a miss communication; however we did speak with both persons who spoke with [redacted] prior to the move and they both said they explained this very clearly to [redacted].
We did not over charge [redacted] for his move and regret we cannot make an adjustment to the charges. We hope you understand our position in the matter. We thank you for allowing Astro Moving & Storage to be of service to you.
Thank You
Astro Moving & Storage
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The company openly admits in writing that they miscommunicated the terms of the charges.The company employees did not communicate to me about any minimum charges.There was only a verbal estimate provided, with a verbal commitment to prorate the charges by the sales associate.This is considered a verbal contract hence I should be entitled to a refund.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Review: Dear Sir When I choose this company to move me I took out 500.00 for insurance.When they came to "just pack" my items and furniture on 7/**/15 they decided to put everything on the truck that day instead of waiting for the following day to come back and load me. So they had NO paperwork for me to sign but I would get a phone call of the counted boxes and the weight of my items so they could charge me. A women named Leah did call asked me if I still wanted the insurance I said yes of course and I was charged 6,084.24 {I was moving in 2 parts since I bought a house and was only in it once and took only a partial of my things to see what was needed}My belongings was delivered on 8/*/15 damaged due to a leak in his trailer WATER DAMAGEDTHE DRIVER KEPT SAYING NOT TO WORRY BECAUS E I HAVE THE INSURANCE TAKEN.And how smart I was to have taken 511.00 on isurance to be exactHis name is Joe P[redacted] After5 hrs of unpacking I signed the paperwork and was told I will be reimbursed no problem there.I put in a claim and they said on the date it was delivered I signed off on the insurance that Joe had me sign. My fault I was so tired and just signed what was toldHe said it was just to say I received the furniture and boxes but wrote of the damage boxes totally 1,500 Why would I sign something eluding my insurance and was told I had itThe company contacted Joe their driver and they told me he said I had the insurance.I had many conversations with Jean the women who handles the claims and nothing was said that I never had insurance until I received a letter from corp Oct **If I knew I didn't have insurance then why wouldn't I take insurance out on Sept ** on the final move? Or if I knew I was being jerked around not use themDesired Settlement: I want to get reimbursed the amount of damaged 1,500 I received from them 51.00
Business
Response:
Tell us why here...Our corporate office has settled [redacted] claim. Her claim was settled with a basic liability. There was no paper work showing payment for extra coverage for [redacted] move. This was explained to the customer. We regret we could not settle the claim as [redacted] requested; but hoped that she would understand our position in this matter. The coverage was not paid for; there for the claim was settled at a basic liability.
I was pleasantly surprised. I received professional care from start to finish. Pick-up was on time, delivery was on-time, and the movers were great. No breakage, no damage, and having them pack all my dishware was well worth the few extra dollars. Would use them again. You get what you pay for!
I would like to apologize on behalf of the Dealership for the miscommunication, not being present when the customer accepted the extended warranty I am not sure what was said. However...
we did provide the customer a pamphlet with the coverage details showing what she purchased. I left [redacted] a voicemail 1/15/16 at 5:10pm advising customer to please return my call in order to assist with the cancellation. The Dealership can cancel the warranty per the customer's request however, the payment will not lower, only the amount financed will lower. [redacted] can reach me at 714-739-0800 ext. [redacted] at her earliest convenience. Thank you, [redacted]Owner Loyalty ManagerBuena Park Nissan
Mr. [redacted] did not purchase anything from us therefore his accusations of being forced to do anything are simply not true. This is starting to seem like a back and forth battle and to be quite honest I'm unsure of what the problem is, he did not purchase anything from us and his account of what occurred that day differs from our sales consultant's. As we previously stated we will not be paying him for a missed days work but we would be willing to help him if he is looking to purchase another car. Sincerely,[redacted]Brown Automotive GroupOwner Loyalty DirectorOffice: [redacted] Office 2: (714)690-3100 ext. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I don't find the offer acceptable, but it seems I have no other choice. I think they should have properly inspected the car before selling it.
Regards,
[redacted]
This customer was sent a claim form. The customer did sent the claim form back to Astro Moving & Storage for processing. However the claim has been on hold. [redacted] & [redacted] have put a stop payment for the services which was provided to them. I have explained to [redacted] & [redacted]...
the claim cannot be settled until the dispute is resolved. I have explained this several times to the customer. If you have any questions please call me. Thank You Jean S[redacted]Claims Manager & Customer ServiceAstro M&S[redacted]
[redacted] [redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be...
satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
The customer states he has had issues with the vehicle since he purchased but refused to open a CA file with Nissan to request a buyback. Unfortunately, the Dealership does not have power to buy back vehicle or open CA on behalf of customer. I left a voicemail for [redacted] 9/15 and he returned my call...
9/16 where he was willing to talk to me about his options. [redacted] disclosed he was willing to see if we could assist him with trading his vehicle for a 2015 truck, which would mean possibly opening a new loan. He is currently being assisted by our Sales Consultant Sandra and we will continue to follow up. However, if the customer stays with his vehicle and is still not happy the Dealership can only suggest the CA file claim process for Nissan buy backs. Thank you, [redacted]Owner Loyalty ManagerBuena Park Nissan
The Dealership reached out to [redacted] and apologized for any miscommunications but would like to have the customer come in and sit down with our General Sales Manager to look over his contract and answer any questions he may have. We give a full disclosure and present options to our customers in...
which they make informed decisions. [redacted] states he understands this purchase was over 30 days ago but would still like to see if there is anything that can be changed, he will be coming down to the Dealership today at 4:45pm.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response that we received from the company does not offers a solution for the problem that resulted from [redacted] having incompetent staff working there. We were told we had 2 weeks to give the $1000 for the car. And since our complaints weren't being heard that was the only way we had to talk to somebody that could explain to us what was going on. The staff at [redacted] are so unprofessional. We are very disappointed of the way they conduct bussiness.
Regards,
[redacted]
Products and services were disclosed to the customer at the time of sale. Customer agreed to purchase said products and services. Contracts were signed by customer and are noncancellable however in the interest of customer satisfaction we are willing to refund the $296.00 for the [redacted] Security...
system providing that the customer return to the dealership so that we can remove our alarm system. In regards to the express code we are willing to reimburse $110.00 in the interest of customer satisfaction being that this product cannot be removed from the vehicle. Dealership is also requesting that customer remove any and all social media reviews, Yelp or other rating web sites and cease and desist any future social media postings.
Review: Moved many household items from two locations: Kings Park, NY and Coram NY to Bellevue WA. Many items were lost, damaged, or broken. Tried to speak with mover and found them rude and uncaring. Since they moved my items in two different trucks, I feel it was their responsibility to locate the missing items; they claimed to have searched their warehouse months ago.
They told me to file a claim with [redacted]. My wife and I were unable to navigate the site to do so.Desired Settlement: Replace missing items and pay for those items damaged or broken.
Business
Response:
We have spoken with the customer [redacted] several times. He is claiming missing items which we placed a trace and nothing turned up. I advised [redacted] to file a claim. I asked [redacted] if he would like to file the claim on line advising he customer this would be the quickest way to file a claim. [redacted] apparently could not or had a difficult time filing the claim on line. He called Astro M&S and I returned the call the same day. The issue has been resolved I have mailed a physical claim form to [redacted] home. We are now waiting to receive the claim from [redacted].We strive to satisfied customers and hope we can resolve all of [redacted] issues. Thank YouJean S[redacted]Astro Moving & StorageClaims Manager/Adjustor
Review: I had requested an estimate from the company in February 2015 for a cross country move from New York to Arizona, which was to take place in July. An agent came out to my home (Ralph S[redacted]), and looked at my entire home and its contents and then sat with my wife and I and gave us a rough estimate. When asked at that time how long it would take to move us, the agent told us that the move would take aprox 3-7 days to get to Arizona. The agent then emailed us the estimate which was quoted as a "Total Guaranteed Price" of $2698.43. The top of the contract states "Guaranteed and Binding Price Pledge". I signed and dated the contract on February **, 2015 and emailed it back to Ralph. He replied to the email stating he received the signed contract. Aprox 1 week prior to the move date, I contacted Ralph, asking him to send me a copy of the inventory so that I could make some adjustments, as I had decided not to take multiple items. On the date of the move, July [redacted], 2015, the movers arrived punctually, and began moving my belongings out to the truck. Aprox half way through loading, I noticed the movers had brought the contract with them, so I began looking it over. The contract the movers brought showed a price increase from my original contract of $800.00. When I questioned the mover, he stated he didn't know anything about the prices, he was just given the paperwork from the office. The mover stated that I would need to sign the new contract. I stated I was not going to sign a contract that I had never seen before, nor was I told about a price change. The mover made several phone calls and eventually spoke with who he said was the owner. He stated I didn't have to sign the new contract, that I only needed to sign the inventory sheets and he would follow up with Ralph to work it out. After several phone calls, texts and emails to Ralph, he returned my call and stated he had contacted me in May and told me they had a policy change. I never received this phone call, nor any email pertaining to it. Ralph stated, "I may or may not have sent out the new contract, I'm only human". I stated I wanted to speak to his supervisor, manager or the owner. Ralph stated that since it was a Saturday, they were not in. I requested a phone call Monday. I then received an email from Leah V[redacted] (I am unsure of her title), with an invoice attached. When I opened the invoice, it showed no prices other than a hand written price on the bottom for $3440.43. I responded to her email stating that I had spoken to Ralph on Saturday about the discrepancy in the price, and sent her a copy of the original contract I had that I had signed. I then received an email from Ralph stating that the weight was much higher than he had estimated, even though he had seen everything we were bringing, and stated the price was now $5669.74. I told him that was impossible. I requested to speak to the owner. I received a phone call from the president, Keith V[redacted]. When I tried to explain the situation, I was very upset considering my "guaranteed price" of $2698.43 had nearly tripled. He curtly cut me off and stated he wouldn't speak to me if I was yelling, which I was not. He then began yelling at me stating that he was trying to do me a favor by only charging me for 4000lbs instead of the 4500lbs. I again tried to explain that I was given the original price with no notification of any price changes. I then told him that Ralph had stated "he was only human" and had forgotten to send me an updated estimate. I explained, had that happened, I would have looked for another moving company for that kind of price. Mr. V[redacted], stated he would contact Ralph and call me back. I never heard back from him. I now have retained a lawyer.Desired Settlement: I am looking to have the stated "guaranteed price" to be honored as well as delivery of my belongings, which I still have not received.
Business
Response:
To Revdex.com Response to [redacted]We have contacted Mr. [redacted] concerning his pricing issues. We have explained the Guaranteed and Binding Price Pledge is only for 40 pieces not more. [redacted] had 120 pieces we have explained to him we cannot and could not give him a Guaranteed and Binding Price Pledge with the amount of items he had to transport. We have tried to resolve this issue with [redacted] however he will not accept this. We do value our customers and strive to have complete satisfied customers. We hope we can try to resolve this. We will make contact [redacted] again to try to resolve this issue. Sincerely,Jean S[redacted]Astro M&S[redacted]
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that my complaint has NOT been resolved because:
We walked through our entire 3 BEDROOM APARTMENT, GARAGE AND EXPLAINED WE HAD A 5X8 STORAGE UNIT. At no time, did the agent tell us the price was for "40 pieces". Nor would I have agreed to that, as I would clearly have more items than that with that amount of space to be transported. Also, we broke down all of the bed frames, bunk beds, and the dining room table so the movers would not have to do this when they arrived, the inventory sheets list each of the broken down pieces individually including each chair. That hardly is acceptable to me. Please explain how 1 dining room table and 6 chairs became well over 10 pieces alone.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Business
Response:
Tell us why here...In response to [redacted]'s complaint, I find many of his remarks disappointing and false. I did not specify a three to seven day window for delivery, as he stated. Typically, I tell my clients seven to ten days at the very least. Also, with regard to the policy changes, shuttles became mandatory. I mentioned to him that the estimate needed to be updated. With that, he chose to email some items to be removed and at the same time, added some items as well. At that point, I would never have thought that the inventory would increase from 40 items to 120 items. Clearly, a significant increase in inventory and subsequently, an increase in weight.As a company, we tried to help resolve the issues which we found difficult due to his loud outburst of temper and sarcasm. We offered to charge him for 4,000 lbs. and he called that offer "ridiculous." Lastly, he witnessed the reweigh at destinationwhich was 4,360 lbs. Again, he was charged for 4,000 lbs. Thank you again.Ralph
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
There are so many issues with this response. Again, we were never quoted on number of pieces. Our 3 bedroom, 1 car garage and small storage unit would have never been only 40 pieces. The few items we added were a couple storage bins and 2 empty storage bins that we filled with items that were already on the inventory, again, trying to make it easier to move. At no time was I ever asked how many boxes we had. The estimate and contract was obtained in February, we clearly had not packed for our July move at that time. Regardless of whether the shuttle became mandatory, we already had a contract, which means we should not be charged the difference. Additionally, at the time the movers picked up our belongings, we were told they would be taking everything back to the storage warehouse to be repackaged more securely. When we finally received our shipment, we found many items broken with nothing wrapped more securely, as we had been told they would be. This will be the last response, we will be following up with our lawyer in small claims court.Sincerely,[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Review: On 11/**/15 Astro Moving & Storage Company moved my belongings from Public Storage in Patchogue, New York to my residence in Merrick, New York.
The move was successful taking a full 4 hours to complete the job including travel.
A week prior to the move I had called Astro and spoke to Trish a sales consultant to setup the job.
An over the phone estimate was performed based on the items that I had listed in my storage locker.
Trish had given me a maximum job estimate of 8 hours with 1 hour of travel time.
Trish quoted the hourly rate at $150/hour for labor & $150/hour for travel.
The maximum estimated charge was $1350 for the move.
Since I had previously moved with another company in the past, I was anticipating a 4 hour job time.
I specifically asked Trish, “Will the company prorate my bill if the job only takes 4 hours”?
Trish specifically stated “If the job takes four hours we will prorate and reduce your bill based on the decreased time".
Having this verbal contract and her acknowledgement of the job being prorated, I booked the move for 11/**/15.
The day prior to the move a man name Alonzo called me from Astro and stated specifically “The moving men will meet me at my storage facility at 9:00 am”.
The day of the move the moving men arrived at the storage facility 1 hour early at 8 am and were waiting for me to arrive to open the storage locker in which I arrived at 9:00am.
The movers completed the job at 1:00PM totaling 4 hours of work including travel time.
At this time the head mover was looking for payment and unexpectedly told me that there was a 6 hour minimum charge not including 1.5 hours of transportation at $175/hour for travel & labor.
The bill of lading I received totaled $1340 for a total of 6 hours of work including 1.5 hours travel time starting at 8:00am ending at 1:00pm, however the job in total was only 4 hours and I was charged for not being at the storage facility at 8:00am.
Trish did not advise me of any minimum charge times during my phone call estimate.
Based on my verbal contract with Trish I was anticipating a $600 bill for 4 hours worked at $150 / hour.
The bill of lading that I received had no writings or indications of minimum hour charges.
I was reluctant to pay the head mover, however I paid him $1350 in cash and he stated that I should take my complaint up with the main office.
The next business day I called Trish back at Astro and told her of my issue and she said she would have Ralph C[redacted] the estimator review my file and get back to me.
Over the course of roughly 2 months Ralph C[redacted] finally reviewed my file and acknowledged that I was overcharged for the job and said I would be receiving a refund by check once it goes through main office approval.
I never received a refund from Astro so I ultimately followed up with the president Keith V[redacted] who reviewed my file and said he would give me a refund of one hours’ time.
I told him that I was looking for a larger refund since I was over billed greater than 1 hour and he then said “ Now I’m not giving you anything, nice doing business with you”.
Keith V[redacted] subsequently hung up the phone and has refused to take any further calls from me.Desired Settlement: At this point in time I am looking to be refunded $750 in which I feel I have been wrongly overcharged.
Business
Response:
This is in response to [redacted] complaint concerning charges. [redacted] was advise prior to the move of our minimum charges. The sales person and appointment setter both have been with our agency many years. I believe there was a miss communication; however we did speak with both persons who spoke with [redacted] prior to the move and they both said they explained this very clearly to [redacted].
We did not over charge [redacted] for his move and regret we cannot make an adjustment to the charges. We hope you understand our position in the matter. We thank you for allowing Astro Moving & Storage to be of service to you.
Thank You
Astro Moving & Storage
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The company openly admits in writing that they miscommunicated the terms of the charges.The company employees did not communicate to me about any minimum charges.There was only a verbal estimate provided, with a verbal commitment to prorate the charges by the sales associate.This is considered a verbal contract hence I should be entitled to a refund.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Review: Dear Sir When I choose this company to move me I took out 500.00 for insurance.When they came to "just pack" my items and furniture on 7/**/15 they decided to put everything on the truck that day instead of waiting for the following day to come back and load me. So they had NO paperwork for me to sign but I would get a phone call of the counted boxes and the weight of my items so they could charge me. A women named Leah did call asked me if I still wanted the insurance I said yes of course and I was charged 6,084.24 {I was moving in 2 parts since I bought a house and was only in it once and took only a partial of my things to see what was needed}My belongings was delivered on 8/*/15 damaged due to a leak in his trailer WATER DAMAGEDTHE DRIVER KEPT SAYING NOT TO WORRY BECAUS E I HAVE THE INSURANCE TAKEN.And how smart I was to have taken 511.00 on isurance to be exactHis name is Joe P[redacted] After5 hrs of unpacking I signed the paperwork and was told I will be reimbursed no problem there.I put in a claim and they said on the date it was delivered I signed off on the insurance that Joe had me sign. My fault I was so tired and just signed what was toldHe said it was just to say I received the furniture and boxes but wrote of the damage boxes totally 1,500 Why would I sign something eluding my insurance and was told I had itThe company contacted Joe their driver and they told me he said I had the insurance.I had many conversations with Jean the women who handles the claims and nothing was said that I never had insurance until I received a letter from corp Oct **If I knew I didn't have insurance then why wouldn't I take insurance out on Sept ** on the final move? Or if I knew I was being jerked around not use themDesired Settlement: I want to get reimbursed the amount of damaged 1,500 I received from them 51.00
Business
Response:
Tell us why here...Our corporate office has settled [redacted] claim. Her claim was settled with a basic liability. There was no paper work showing payment for extra coverage for [redacted] move. This was explained to the customer. We regret we could not settle the claim as [redacted] requested; but hoped that she would understand our position in this matter. The coverage was not paid for; there for the claim was settled at a basic liability.
Thank You
Jean S[redacted]
Astro Moving & Storage
I was pleasantly surprised. I received professional care from start to finish. Pick-up was on time, delivery was on-time, and the movers were great. No breakage, no damage, and having them pack all my dishware was well worth the few extra dollars. Would use them again. You get what you pay for!