Bannister Moving & Storage Inc.

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.My complaint has not been resolved.  I have mailed a certified letter to the business with a full and final payment of 85%.  If the business chooses to cash the check, I will consider the matter closed.  If it does not accept 85% as payment, we will continue to pursue closure of this matter through all available channels.  Thank  you.Regards,[redacted]

We just had a local move last week. From the beginning, Bannister was great to deal with as a business. From the estimate done at the house, to the packing of our kitchen, to the outstanding and professionally courteous and hard-working crew, we were very pleased. The men took almost no breaks, worked tirelessly all day, and set up all appliances and beds at the destination home. They made sure we were happy with everything before they left late in the afternoon.

I highly recommend Bannister for your moving needs. Fair priced, excellent service, all of the employees we met or talked with on the phone were courteous and knowledgable.

I hired Bannister to move my family in October 2014. This was my 10th move to date. This mover came out and gave me a Not to Exceed estimate for packing and moving. We actually paid less than estimated . You will love there movers and you will love there staff. Until you hire a professional mover you have no idea what a difference it makes to hire the real deal!
Thank you [redacted].

I hired Bannister to move my family in October 2014. This was my 10th move to date. This mover came out and gave me a Not to Exceed estimate for packing and moving. We actually paid less than estimated . You will love there movers and you will love there staff. Until you hire a professional mover you have no idea what a difference it makes to hire the real deal!
Thank you [redacted].

I used Bannister Moving & Storage in Phoenix, AZ to move from [redacted] to [redacted]. The two men that moved me stole my golf clubs that value $2,000. They took the clubs out of the hard case that I had them stored in.

We hired Bannister to do a split move between 2 locations in Scottsdale on two separate days.
We could not have been more impressed. They arrived on time and looked presentable, organized and communicated well throughout the process.
They worked with precision and care as well as showing respect for furniture and personal property not being moved at that time. A first class operation with fair pricing.

I just recently moved and called Bannister Moving & Storage. From start to finish the Customer Service was Exceptional. I couldn't ask for more courteous movers, to move my personal belongings. All of the men that were out at my home were careful, helpful with questions, professional & quick! I didn't have any damages. They took items apart and put them back together, put stuff in place. I really liked the fact that they let me use there wardrobe boxes for the transporting of my clothing. I would highly recommend this company anytime.

Review: I contracted with Bannister to handle a move from Arizona to Virginia. I worked with [redacted]. We agreed to have Bannister pack up my house and move the 4 bedroom house to Virginia to be delivered on 2/5/2014. Bannister subcontracted out my job to [redacted] (Montana) who showed up a day late to pack the truck. [redacted] was given delivery dates of 2/12 to 2/15. After I questioned this, [redacted] was unable to supply anything signed by me indicating I acknowledged this. Bannister has also relinquished any responsibility for the screw-up. Needless to say, I showed up in Virginia (moved my family across the country in a van over 4 days) and my stuff isn't here. The contract I signed with Bannister says 2/5/2014. [redacted] was given the wrong dates by Bannister and they won't take any responsibility for the issue.Desired Settlement: I want my stuff in Virginia as fast as possible, but I'm not optimistic. I would like a refund for the job, or at the very least a refund on the extra hotel expenses as a result of the change in dates.

Business

Response:

This customer is well taken care of and we have contacted him to make sure his move is going to be delivered before the Feb 15, 2014. I believe this matter is resolved.!!!!!!!!!!!!!! I wish Tommy all the best life has to offer.

Consumer

Response:

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

We just had a local move last week. From the beginning, Bannister was great to deal with as a business. From the estimate done at the house, to the packing of our kitchen, to the outstanding and professionally courteous and hard-working crew, we were very pleased. The men took almost no breaks, worked tirelessly all day, and set up all appliances and beds at the destination home. They made sure we were happy with everything before they left late in the afternoon.

I highly recommend Bannister for your moving needs. Fair priced, excellent service, all of the employees we met or talked with on the phone were courteous and knowledgable.

Review: On Thursday, January 23, 2014, I received a phone call confirming an appointment time of 8am, January 25, 2014 for the 3 men and the truck to arrive to move my family out of our house. We called more than 4 weeks prior to set the appointment. At 7:45am on January 25, my husband received a call stating the truck had broken down and they would not be able to arrive at the scheduled time. No apology was immediately given for the delay and their offer was to move us on the following day. As the move had been scheduled for more than a month, delaying was not practical or possible. We suggested they call around, specifically citing U-Haul, to find another truck to use. They claimed to have called everyone and the only available truck was significantly smaller and would not work.

We called the initial contact we had made, the owner of the company who had met with us to estimate the cost of moving. He did not apologize, but told us to communicate with the driver of the broken truck and get him to help solve the problem. As the driver did not have the authority to rent another truck, nor was he able to leave the truck he was assigned to because of union rules, this was not a viable solution. We then learned that he had not contacted any rental agency apart from Penske, with whom they have a company account. It was now approximately 10am.

While we waited to hear from the company we spent time moving our items in the back of our cars, calling alternate moving companies, and researching the rental of a large truck to fill on our own. At approximately 11am, my husband located a 26' truck at Penske. We called the driver, who had determined his truck would remain inoperable for the day, and told him about the large truck we found. He did not offer to put the truck on his company account, but instead told us to go rent it ourselves, meet him at our original residence and he would drive it from there to their warehouse 10-15 miles away, fill it with their supplies and return in an hour or so to begin the move. On our drive to the rental yard, we called and asked the driver to meet us at the truck pick-up location, put it on his account, and retrieve the supplies he needed, which he agreed to do. The men showed up at the house to move us somewhere between 12:00 and 12:30pm. I am unsure of the exact time because I was feeding our 3 young children lunch and settling where they would nap because of the delay in the movers' arrival.

At no time did any employee reach out to us to offer information. We made all of the calls to find out the status of the truck and the estimated time of their arrival. Once the movers arrived, they worked quickly. Although it took 2 trips, they finished by 8pm. Upon returning to our original residence, we did notice that they had left behind lampshades, light bulbs and assorted other items from the tops of closets, such as shelving units.

Because of the attitude we'd encountered throughout the day from management, we delayed contacting the owner until the completion of the move. As they were transporting all of our belongings and could have potentially ruined thousands of dollars of goods, along with irreplaceable memories, we did not want to risk them damaging our belongings out of spite. On January, 25 at 7:30pm we called to ask what compensation for our aggravation, the delay and the lack of communication they were willing to offer. The movers needed to collect payment and we felt we would not be offered a refund if we paid the full amount. The owner's response was "I'm eating dinner now. I'll deal with you on Monday." Subsequent calls between the owner and movers resulted in a statement that they would accept the full payment or nothing at all. As this put us in a position of non-payment, we were not comfortable with it and authorized a down payment of 50% of the total binding estimate on our credit card, with a note saying we would wait to hear from the owner on Monday, January 27, 2014 to discuss a fair settlement for the remaining balance due. All of this is evidenced with photos of the contract I emailed to myself and my husband, to time and date stamp them.

At approximately 10:30am on January 27, my husband received a message from an employee informing him that 50% was not an acceptable amount. When my husband called back, he informed the employee that it was intended as a down payment only. The employee said he would consult with the owner and let us know. At 3:30pm that afternoon, the owner called and talked with my husband. After being interrupted and insulted by the owner repeatedly, the phone call was terminated by the owner hanging up on my husband. No solution was reached and the owner refused to negotiate. Our starting offer was 80% of the full estimate. The owner said he would refer us to his legal department.

At no time during our conversations with any employee did we raise our voices, speak rudely, or insult anyone or the company. We simply asked to be compensated for the inconvenience and extra work we had to take on to get our move accomplished. We had prepared adequately for the move and were greatly inconvenienced, as were those who had volunteered to help us move, by the actions of the moving company.

After the extreme unprofessionalism we have experienced, we cannot ever recommend that anyone do business with Bannister Moving.Desired Settlement: We would like a percentage off of our total bill. We would like 20%, but will accept no less than 10%.

Business

Response:

The moving truck experience a mechanical problem. We had to secure another vehicle to complete the move. We dispatched our moving coordinator to take care of this customer which we did. The move started early afternoon and completed around 7:00 pm. We made a extraordinary effort to move this customer that day as promised. The customer called me late at night and I politely told the customer to contact me on Monday and asked how the move went and he said the move was great and would call me Monday. He customer called on Monday and request I give him a discount of 50 percent or 495.00 per this customer. The move was for over 900.00 dollars. We completed the move and should be paid for the entire move. This customer wants to punish us for completed his move on the day promised. Just because your car breaks down does not mean you do not make your full payment. What is even worse is this customer has not Paid for His MOVE!!!!!!!!!!!!!!!!!

Consumer

Response:

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.My complaint has not been resolved. I have mailed a certified letter to the business with a full and final payment of 85%. If the business chooses to cash the check, I will consider the matter closed. If it does not accept 85% as payment, we will continue to pursue closure of this matter through all available channels. Thank you.Regards,[redacted]

Business

Response:

Again we do not issue refunds for moves that were completed unless the following reasons, It took less time to do the actual move or the customer had a binding estimate for less money. Just because the move started a few hours later than planned does not warrant a refund. Just because your car breaks down you still have to pay your car payment, you still have to pay for gas, you still have to pay insurance, you can not penalize the company because there vehicle broke down. We would be happy to give this customer $25.00 for the inconvenience. Offered has been tendered as good faith.

Recently had Bannister Moving move my family and I am not happy with the service I received. They over promise and under deliver. They were overly nice during the sales process and returned all questions and phone calls promptly prior to the move. When it came down to a claim being filed the owner [redacted] was abusive on the phone. He claims they never received the claim when I contacted the company within 30 days to check the status of the claim. It is now to late to pay the claim. How convenient to lose the claim and to say the time is up. It seems very dishonest as a business owner and without good faith to not keep your integrity throughout the process. I am sorry that I ever used this company.