Best Interstate Moving and Storage Reviews (%countItem)
Best Interstate Moving and Storage Rating
Address: 683 Hermitage Cir, Palm Beach Gardens, Florida, United States, 33410-1612
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I've moved cross country and even overseas a few times, and have never had an experience come even close to how HORRIBLE Best Interstate Moving and Move On Moving was. Stay away from Best Interstate Moving and Move On Moving - they will treat your possessions like dirt, and all the while be incredibly unresponsive and singularly unhelpful.
We moved from Southern California to New Jersey in January 2019. We hired Best Interstate Moving, and they in turn subcontracted out part of the move. At first, we thought the pack-up went well. But then we found that many items were damaged due to poor packing. Unfortunately, that was only the beginning of the story.
Our contract said that we would receive 24 hours notice before our possessions were delivered. But we got a text at 2:00 AM from the driver delivering our possessions (***), telling us that he would be there in about ten hours. He ended up not coming until 9:00 PM! We called him three times to ask for a status update, but he told us to stop bothering him and hung up a number of times. The driver told us we had no choice but to take delivery that night because he had another delivery to make the next day.
It was pretty clear that the driver and the two men helping him move were not professional movers. They argued with each other constantly about the best way to move heavy items, and told us there should be a policy against having to move the heaviest items. One of the movers even said that it should be "against the law" to move our piano. The driver kept complaining about a back injury. He also repeatedly asked us to move items from the truck into the house, saying it would go faster if we helped them do the job we were paying them to do.
It took all night (until a little after 5:00 AM) for them to move everything into our new house. The list of damages was not just routine things we should expect during normal moves. They left deep gouges in our hardwood floors, dragging items across it. They chipped, scratched, and in some cases broke items that will cost THOUSANDS OF DOLLARS to repair. Some items - like heirloom crystal that was in the family for generations and was carefully packed in Styrofoam packed boxes marked fragile - were priceless and irreplaceable.
And that doesn't count the numerous lost items they never delivered! Missing items included a Bose stereo system and two bookcases, among MANY other missing pieces. I should not have been surprised, however. After all, the movers left a brand-new microwave oven (unopened in its original box) that was not ours and refused to pick it up because they had no idea who the owner was.
It was heart-breaking and completely frustrating to watch all of our possessions being treated with such complete disrespect. Wardrobe boxes were thrown upside down, protective covers were torn as mattresses were dragged through mud, and some boxes were mysteriously soaked through. Toward the end of that nightmarish night, we were so upset and tired that we could only stare in disbelief when the driver (***) had the nerve to tell us he expected a good review.
We just filed our insurance claim, and fully expect it to be a long and drawn out process. But we're so outraged by the "service" that we paid them over $14,000 for that we will not stop until they have fully compensated us for all of the damages and property they owe us. For the record, both Best Interstate and Move On Moving have not been responsive or tried to help us resolve our issues. Do NOT use them (unless you want to have your possessions destroyed and lost).
Estimated cost @ $11,000 actual cost $21,000
Selected a mover with bad reputation and small truck
Damaged a lot of our property
Lost a number of items
They selected Move On Movers in Las Vegas that has a bad reputation and lived up to it showing up with a truck way to small, mixing our things with another household in a 2nd truck. Damaged most things and lost 60 items out of 350.
They tell me that booking agent is no longer with the company. If that's true that would seem to indicate that they know he did something wrong but are not willing to take responsibility for not checking his background or having any kind of oversight of their employees actions and why they offered me $500 to sign a Non-Disclosure agreement.
I was promised a truck a 40' trailer I got about a 22 foot truck. There was a 2nd truck of same size, they did not want to use and so they waited on a truck with other peoples things to get there from Washington state that had room to load the rest of our things
We paid for mattress bags to protect our beds from bugs etc. They did not use them and diverted our attention while they used clear tape to wrap them. We asked for a refund of the money we paid for the mattress bags and the mover refused!
They took every framed photo/painting/print etc and threw them onto a thin large mirror box meant to hold 1 large mirror and they all bunched up in the bottom of this thin box and broke the glass in most and the frame of some poked thru the back of others tearing whatever was in that frame.
I found the only one that spoke English in a bedroom with a coat rack in his hands. He had ripped it out of the wall tearing out a chunk of the sheetrock because tired of unscrewing the one of the screws. When I asked him why he did that he said "you said everything goes".
they arrived at 10 AM wasted some time waiting for that other truck to arrive and apparently decided they were going to leave at midnight no matter what so they took everything that hadn't been packed all our household utility things like brooms, wet and dry mops, special ceiling fan cleaning brush, extendable pole dusters for vaulted ceilings etc and hid them all in the room with a door off the garage where the water heater and furnace were. They just left them there with our saying a word!
When trying to get them to look for our missing boxes I was told that our things never went into a warehouse but went straight on the big rig trailer. But we found sand and grass in boxes even sand inside our coffee pot. They were not able to locate a single one of the missing things but didn't mention the 2nd truck with another households things mixed with ours. I asked if they had checked with the other people in that 2nd truck, I never got a reply.
The lead guy loading our things on 9/10 told us our things would not get to our new place before 9/19 or 9/20 and could even be weeks later. So we planned to arrive on the evening of 9/17 driving my truck We hit the road on the morning of 9/15 and got a call advising us that our things were in transit and the driver would update us shortly. He called an hour later to inform us that he would be at our new house on the morning of 9/17. When I asked how he could do that he said "I left yesterday". When I told him we were driving and couldn't be there until the evening he was happy to inform us that he would charge us $80/hour until we got there for up to 8 hours. So I can't help but wonder if Move On Movers deliberately waited till a day after the truck left to tell us so the driver could make some extra dollars. Even if it wasn't deliberate it's still poor business practice.
Fortunately we had family there that had the keys to the house and were able to get the CASH to pay him.
Then the driver says he can't figure out how to get his rig onto our property, offers to transfer our things to smaller trucks for $2000. My wife's 73 year old female cousin is apparently smarter than the truck driver and figured out how he could get his truck onto our property. I wonder if he was just trying to get another $2000 out of us.
A full refund of the $4163 they charged us. They did virtually nothing to help us resolve issues with the actual mover that they selected. I don't think I should have to pay them for getting us the worst moving company I have ever heard of that didn't have a truck large enough for our household even after using their phone app to video all of our rooms, damaged almost every single piece of furniture (several beyond repair) and lost a number of tagged items. And the insurance will not cover all the damage and loss.
Mr. *** came into an agreement with Best Interstate Moving and Storage to facilitate his relocation from California to Arkansas. Based on the contract, Mr. agreed to transport an estimated weight of 10,864lbs and have $1,661.20 in packing services as well as other various services were to be rendered. The total moving estimate was $11,896.38. Our office collected $4,163.73 for our services.
To ensure we provide the most accurate estimate possible, our office performs a quality assurance call with the customer five (5) days prior to the load date. This call allows the customer to revisit the inventory with our specialist to make any/all appropriate changes to the order. Mr. spoke with our quality assurance specialist and revised the order to 14,202 pounds.
With the revised order reflecting 14,202 pounds, the new estimated total cost of the move was $14,891.55; with a reservation payment of $5,057.81. Barring any additional weight or required services, the balance due at delivery would be $9,833.74. We received the signed contract via e-signature on September 8th; confirming he acknowledged and agreed with the said contract for services.
Included in the signed paperwork was the terms and conditions relating to move. Please note, the clause which reads, "Best Interstate Moving and Storage Guarantees our price NOT to exceed based on your item list below and the additional services elected". Should your inventory's estimated weight/volume increase at the time of pick up or should you require additional services, your price may change based on the agreed upon rate per pound and/or cubic feet. Simply stated, if the logistics of the move remain the same as originally booked with the customer is held to the estimate, however the moment there is a change, regardless of how minuscule it may be, the estimate is voided.
Best Interstate Moving and Storage LLC a licensed interstate broker, is not a motor carrier authorized by the Federal Government to transport household goods, instead we coordinate and arrange for an authorized motor carrier to perform the transportation service. The carrier used to transport the household goods was Move on Moving.
Mr. requested for his goods to be loaded between September 10-12th. Please note, the dates are merely estimating as we cannot guarantee dates due to unforeseen circumstances that may transpire while the driver is on the road. Our records reflect Move on Moving began loading the customer's household goods September 10th. Based on the estimated weight of haul, a 28ft truck was dispatched to transport the household items. However, upon arrival it was determined Mr. had more items than what was discussed during the booking phase. In order to accommodate the additional items that were to be transported, another truck was dispatched.
On the day of pick up, the movers presented Mr. with several documents that were required to be signed prior to any items being packed/loaded onto the truck. One document is the Interstate Revised Written Estimate. The movers surveyed there were more items to be transported than what was originally estimated, thus voiding the original estimate and creating a new one. The Interstate Revised Written estimate document rescinds the estimate the customer had with Best and creates a new estimate with the movers, Move on Moving. There is a disclaimer on the document that informs the customer "sign this document only if you agree to the new total estimated price. DO NOT sign this document if blank. Also, shipper moving more items/weight then was first anticipated and revised total estimated charges was approved in totality in person/prior to loading. Mr. signed this document, acknowledging that he agreed to the said terms listed. Based on what the moving foreman surveyed in the home, he estimated the weight to be approximately 13,864 pounds and packing services of $2,206.93. (see attachment).
Note, per federal regulations, the motor carrier has up to 21 business days from the first date available for delivery to deliver the household goods. Mr. noted his first available date to accept delivery was September 17,2018. (see attachment).
As it pertains to the damages sustained during the relocation. While in the booking process, Mr. provided the logistics of the relocation as well as submitted an inventory of the items that were to be transported. Our booking coordinator discussed what was inclusive with her move and various options. Among the topics that were discussed was the standard valuation.
Up until the items are loaded, the customer can elect to purchase additional insurance. If the customer elects not to purchase the additional insurance, the claim will be processed at $.60 per pound per item; inclusive with the move.
Once the estimate was complete, the document was forwarded to the customer via email for review. Also included on the estimate are the standard terms and conditions of the move. In relation to claim for damage. Please refer to Subtitle "Claims" section 9; paragraph A. (see attached document).
9. CLAIMS.
A. Freight Claims: It is understood and agreed that the BROKER is not a motor carrier and that the BROKER shall not be held liable for loss, damage or delay in the transportation of CUSTOMER'S household goods or property. Motor carrier shall offer CUSTOMER the option to select additional coverage for the shipment of household goods. If CUSTOMER elects the option for additional valuation of coverage, motor carrier shall be bound to transport the shipment at the agreed to value between CUSTOMER and motor carrier. If CUSTOMER waives, in writing, the right to have the motor carrier transport the shipment at the full replacement value, the shipment will not be covered by additional coverage and the value of the shipment in the event of loss, damage or delay will be that value set forth by the motor carrier in their tariff and bill of lading. UNLESS THE ADDITIONAL COVERAGE IS SELECTED, CUSTOMER MAY BE SUBJECT TO A LIMITATION OF LIABILTY IN THE MOTOR CARRIER'S FREIGHT DOCUMENTS WHEREBY CUSTOMER'S HOUSEHOLD GOODS ARE VALUED AT $0.60 (SIXTY CENTS) PER POUND PER ARTICLE. In no event shall BROKER or BROKER's motor carrier be liable to CUSTOMER or anyone else for special, incidental, or consequential damages that relate to loss, damage or delay to a shipment.
We are regretful Mr. had a less than favorable experience with his relocation. Best Interstate Moving + Storage did everything feasible to accommodate the customer and his needs. While Best Interstate Moving + Storage is not directly responsible for the additional expenses incurred to Mr. or the items that were damaged. Our office extended a good faith gesture of $500.00. As to date, the customer has declined this offer.
(The consumer indicated he/she DID NOT accept the response from the business.)
First off when listing what we paid you neglected to include the $7,851.90 (Revdex.com has a photo of the document) we paid in cash on delivery on 9-17-18 to the truck driver who held our things for ransom until we paid. And this was after we already paid Move On $7,851.90 on 9-10-18 (+ they charged me additional 3% fee for using a credit card). That brings the total paid to Move On Moving to $15,939.36 and adding the fee of $5,057.81 I paid directly to Best Interstate brings our grand total to $20,997.17 a long ways from the BINDING ESTIMATE OF $14,891.55. *** initially told me my total cost would be about $11,000 total. I went with Interstate because Bekins estimated $13,000 a mistake I will regret for the rest of my life because we had a friend whose husband passed and while helping her we saw how a full pack long distance move is supposed to go! Remember I installed your app on my phone and videoed every room so you knew how many pieces of furniture we had so no excuse for the truck you sent.
Yes I see that the docs that I sighed say a delivery date of 9-17 was agreeable! THIS IS NOT THE PRIMARY ISSUE HERE! We got up at 6am on the morning of 9-10 because we didn't know exactly when the movers would arrive. They arrived at 10am, I sighed those papers at about midnight (do the math 18 frustrating hours) after watching one mover tear a coat rack out of the wall leaving a hole and large piece of sheet out of the wall, knocking over an antique wooden salad server to the garage cement floor from the 1920's or 30's given to my wife by her deceased mother broken to pieces waiting for another truck with an empty one just sitting there. The lead guy told me they would not be delivered before 9-19 and said it could be several weeks, I mistakenly took him at his word. But that does not excuse the fact that they did not tell me our things had shipped until the day after they shipped, if they had called me on the 14th when it shipped instead of the 15th I could have been there on the morning of the 17th. But we were lucky to have had family there with the keys and money so it is not an issue except we could not inspect things as they were unloaded and kept them from ignoring the instructions from family as to where to put the bedroom furniture so I had to pay local movers several hundred dollars to move the furniture where it belonged. So this does not absolve you of all responsibility! If it were up to me I would pull your license but I can't so I will post reviews of your performance with over 100 photos of what to expect from the moving companies you recommend to start with and links to all the places they can file complaints. Maybe the FMCSA or FTC will agree with me since you have a history of bad performance. I have a friend that designs web sites maybe I'll have her design one for me that's all about your company, Move On Movers and all of the complaints in one place.
This is the primary issue. Best Interstate feels no responsibility for what the moving company did and failed to do? Excuse me but I feel and I'm sure a jury of my peers would agree that a brokers responsibilities are as follows otherwise how do you justify your existence and fees.
1 Give us a good estimate of the cost
2 Select a moving company that they had history with or at least had knowledge of and that had a good record
3 Select a mover that had trucks large enough to handle our household
4 Select a mover that had people that knew the proper way to do a full pack
5 Select a mover that had people that knew the proper way of carrying large pieces of furniture without dropping or otherwise damaging them
6 Select a mover that would not lose any of our things
And this is how they did:
On 1 They INITIALLY told us it would cost about $11,000. It cost us about $21,000 in the end
On 2 After the fact I see that Move On Movers had 18 complaints with the Revdex.com in one 12 month period. Best Interstate should have known this!!! THIS ALONE IS JUSTIFICATION FOR A REFUND OF YOUR FEE AND THE ADDITIONAL $7,851.90 THAT MOVE ON CHARGED BECAUSE THEY DOUBLE CHARGED US!!! AND I FEEL IT'S THE RESPONSIBILITY OF BEST INSTERSTATE TO GET THE $7,851.90 FROM MOVE ON.
On 3 We were promised a big rig with a 40' trailer and we got about a 28' rent a truck sized truck and second empty truck they refused to use but instead waited for a truck coming from Washington state with another households load that might be where some of our missing things went.
On 4 They either had no concept of the proper way to pack or because of the undersized truck, not one of our clothes on hangers was hung on the metal bar on the wardrobe boxes we paid for but wadded up and crammed in like a bunch of old rags they even put dishes in the BOTTOM of the box, none survived, they even open boxes we had packed and stuffed more things into them!. We also found sand and grass in all the boxes and the refrigerator and coffee pot. How does that happen???
On 5 They demonstrated total disrespect for our property tearing holes in walls, lost items, lost pieces of some items, and totally destroyed one antique before they even got it out of the house. We paid $100 extra for the grandfather clock and they damaged the pendulum. We paid $100 extra for the washer and I had to order the shipping kit and install and remove it! They dropped many pieces pulling the legs away from the body (completely detached one side of an entertainment center) causing major structural not just scratches and dents damaged heavy and even light and small pieces.
On 6 Out of 350 boxes and items with color coded serialized tags on them they lost 50 items including irreplaceable parts of antiques.
SO LETS REVIEW:
Out of a possible score of 6 they scored a 0! Granted that it was Move On Movers that physically caused the damage and lost items but they wouldn't have been able to do that if Best Interstate Moving had done the job that I paid them for. They knew or should have known better than to pick them to move us.
We feel as if we have been mugged (physically attacked and robbed) and you Best Interstate Moving and Storage seledted the people that mugged us and shared in the profits.
Again, we are regretful Mr. had a less than favorable experience during his relocation. Our office has made significant provisions in our company's policy by extending a good faith gesture of $1,000.00. This will be the final and maximum offer extended.
Management has notified the customer he must file a claim for the damaged and missing items. Once the claim has been filed, it will be processed based on the option the customer elected which is $.60 per pound per article.
P.S. a little further down the binding moving estimate!
"TOTAL MOVING ESTIMATE:
$14,891.55
RESERVATION PAYMENT: $4,163.73
Includes Full Value Protection"
Explain again why I can't file a claim!
Easy process and worked with a helpful moving adviser. Adviser explained the process well, broke down the costs, and gave a clear instruction on what will happen on the day of the move. The adviser was also easy to reach when I had other questions and concerns. Overall a good experience.
We had a good experience with our interstate move (almost 2000 miles) with BIMS and will use them again. After canceling another mover who would not return our calls, we were thrilled with the consistent and thoughtful communication from Best Interstate. They also accommodated us at the last minute (again, because we fired our previous moving company for lack of consistent communication). The rest of the move was uneventful-- exactly as it should be. I am glad we found them.
Filled out form for free quote. Decided not to use them. They constantly hound me daily via text message to call them.
I had requested a free quote a few weeks ago but decided not to go with this company. Next thing I know I start getting these daily text messages from someone named "***" which I'm sure is some sort of bot. The number always changes so when I block it or report it as spam I will still get another text the next day. This company seems to have no time limit or limit on how many contact messages it sends out to potential customers. Also, unlike most companies that use a text message system this one doesn't include a "Respond with the word STOP to be taken off our list." I don't want this company to ever contact me again and I consider this behavior harassment of the customer and I believe they should be forced to use a text system that allows the receiver to stop the texts via the text.
I'd like this company to never be able to contact me via phone or text or email ever again. I also think they should be mandated to implement a text system that allows the user to remove themselves from their contact list via the texts they send. It just seems to be common practice to include such a system when you're going to be contacting people via text. This company hounds me daily. I want it to end. No more communication period. Thank you for any help in this matter.
We would like to extend our sincerest apologies for any inconvenience or unwarranted stress you may have encountered due to our auto dial or automatic text messaging service. We have placed you on the Do Not Call list and can assure you will not receive any further correspondence from our office.
(The consumer indicated he/she ACCEPTED the response from the business.)
This will effectively end the annoyances I've been receiving from this company so I accept.
Fantastic experience. I was able to get through on the phone to a live person when I initially called then given an account manager I could call directly which was helpful. We got our inventory done over the phone in less than 10 minutes and boom we were scheduled for a pick up window. The movers themselves were incredibly courteous and understanding. I don't like to sit around and watch so I helped where I could but when they knew something was heavy they insisted on moving it and my back has them to thank for not being sore next day. Everything came out of the truck safe and sound and they were very innovative in getting the large furniture up stairs and through small doorways. I was genuinely impressed by their swiftness and efficiency. The foreman was very easy to talk to when there were specific instructions I needed to give. Really a great, personalized experience that I will recommend.
Contracted with company for move of household goods and furniture from Houston, Texas for $4884.03 to North Palm Beach, Florida.
We used Best Interstate Moving + Storage to move from Houston to south florida (Juno Area) last October. I have delayed submitting a formal complaint because we gave been trying to get our stuff back from them but they just keep lying to us or putting us off.
We originally booked our move early October for the end of that month and paid 25% of the $5000 quote up front. That payment was made over the phone to the company Via debit card. We were given a 3 day window for pickup and the movers picked up a day early so we adjusted for that. They also collected an additional 50% of the payment upon pickup. That 50% plus tips for each worker were made in CASH. The company advised that they could not process cards on the day of pickup and could only accept cash. So we drove across country and they were supposed to deliver in a week.
We started the getting the runaround about delivery and we realized that Best Interstate had neither picked up, moved, and would not deliver our stuff. Everything was subcontracted out to other companies and there was no telling where our stuff was. We spent over 10 days calling every day asking when they might deliver and being constantly lied to before 3 guys showed up at 11 pm with one tiny truck and demanded the final 25% owed. There was no way they had all our stuff in the truck but they refused to unload anything unless we paid them. When they opened the truck we could see the condition of everything- thrown all over and smashed. Also when they unloaded our things we could see they had mixed our things with someone else's furniture! We simply told them it was not ours and they put it back on the truck.
They lost the metal base to a $7000 marble dining room table and one of the dining room chairs. They lost most of the hardware for assembling countless tables, beds, and various other pieces of expensive furniture. Most of this furniture has sat useless for weeks or months as we tried to contact the various manufacturers and find replacement hardware. Other items were just smashed; bookshelves, mirrors, various other items. Entire boxes just never arrived.
And still they are lying - telling us the stuff is still in Texas (how could that even be possible when it was all transported here and placed in storage). They clearly violated the terms of the contract by failing to deliver our good on time and some of the goods were NEVER delivered.
The business should refund at least 50% of what we paid based on ALL the items they failed to deliver. This does not even include all the items them damaged and smashed.
Ms. *** came into an agreement with Best Interstate Moving and Storage to facilitate her relocation from Texas to Florida. Based on the contract, Ms. agreed to transport an estimated weight of 6,077 pounds, packing and other services for an estimated total of $5,006.79. Barring any additional weight or required services, the balance due upon delivery $3,541.58. We received the signed contract via e-signature on October 4, 2018; confirming she acknowledged and agreed with the said contract for services
Included in the signed paperwork was the terms and conditions relating to move. Please note, the clause which reads, "Best Interstate Moving and Storage Guarantees our price NOT to exceed based on your item list below and the additional services elected". Should your inventory's estimated weight/volume increase at the time of pick up or should you require additional services, your price may change based on the agreed upon rate per pound and/or cubic feet. Simply stated, if the logistics of the move remain the same as originally booked with the customer is held to the estimate, however the moment there is a change, regardless of how minuscule it may be, the estimate is voided.
Best Interstate Moving and Storage LLC a licensed interstate broker, is not a motor carrier authorized by the Federal Government to transport household goods, instead we coordinate and arrange for an authorized motor carrier to perform the transportation service. The original carrier used to transport the household goods was Traditional Express Van Lines.
Ms. requested for her goods to be loaded between October 20-22nd. Please note, the dates are merely estimating as we cannot guarantee dates due to unforeseen circumstances that may transpire while the driver is on the road.
The movers arrived at Ms. home December 27th with the intent to transport only 7,660 pounds, however upon surveying the items, the movers noticed there was more items than originally estimated. The movers presented Ms. with several documents that were required to be signed prior to any items being packed/loaded onto the truck. One document is the Interstate Revised Written Estimate. As previously cited, the movers surveyed there were more items to be transported than what was originally estimated, thus voiding the original estimate and creating a new one. The Interstate Revised Written estimate document rescinds the estimate the customer had with Best and creates a new estimate with the movers, Traditional Express Van Lines. There is a disclaimer on the document that informs the customer "sign this document only if you agree to the new total estimated price. DO NOT sign this document if blank. This new estimate may only be signed BEFORE moving services begin. DO NOT sign if truck loading has begun. (see attachment).
Per Federal Regulations as cited on the Interstate Bill of Lading, the complete balance must be rendered to the movers prior to any offloading. (see attachment).
While we aim to provide the perfect move, we cannot predict unforeseen circumstances such as incurred damaged or missing items. As such, each contractual agreement from Traditional Express Van Lines offers the customer two forms of coverage. Option 1 (FVP): replacement: Under this option, the movers are liable for the replacement value of lost or damaged good (as long as it doesn't exceed the total declared value of the shipment). The second option is the limited liability coverage at no additional charge to the customer. This option is required to be provided by the carrier to the customer per the Department of Transportation regulations. (see attachment).
On the day of pick up, the movers presented Ms. several documents that must be signed prior to anything being loaded onto the truck. One document was the Interstate Bill of Lading Contract- Valuation Addendum. This document explains the difference between the two valuation coverages in the event there are any damaged or missing items. As noted in the opening paragraph, Option 1 extends the Full Value Protection and Option 2 advises the customer of the limited liability coverage. Our records reflect Ms. signed for the limited liability coverage; acknowledging and agreeing to the terms of being paid a claim settlement of $.60 per pound per article for any damaged/missing items.
We are regretful Ms. is missing items from her shipment. Management has confirmed with ownership at Traditional Express Van Lines the missing item was located and they're currently planning to deliver to the customer.
(The consumer indicated he/she DID NOT accept the response from the business.)
Best Interstate Moving and Storage, LLC response fully supports my claim that they charge customers a fee without providing a single service to such consumers. Based on the company's reading of the contract they claim to provide two services, 1) price clarity and 2) arranging the transportation of your goods.
According to their response the company provides an estimate of the price to transport your goods based on an inventory of the goods that are to be transported. However according to their response "the moment there is a change" then that estimate is invalid. First, although the customer provides an inventory, the company provides the estimate of the weight of such goods. As a result, the estimate of the price is based on their estimate of the weight of the goods. Given the fact the one of two services they supposedly provide is void if THEIR own estimate is inaccurate what is their incentive to even try to be accurate. Unless the customer is Nostradamus, or a freight savant how could anyone satisfy this prerequisite for the estimate to be valid? Therefore, the first service they supposedly provide is illusory at best.
The second service the company claims to provide is to arrange for the transportation of your household goods across the country. However, according to their response the company does not have any responsibility with respect to such transportation. They are not required to arrange to have ii transported using reasonable care, they are not required to transport it in a timely manner, and they are responsible to addressing any issues that arise as a result of such transportation. Again, what is the value of this service? Once again, the company's promises are either illusory.
In my opinion it seems clear that the company's only purpose is to provide a service to the interstate transporters. Best Interstate Moving and Storage, LLC only service seems to be to provide a buffer from liability for everyone involved in the move. As they point out in the response, the customer is required to contact the actual transporter of the goods to file a complaint. However, prior to the response to this complaint they have been unwilling to provide any information about such parties. Even in the response they only identify the "original carrier." This appears to be designed to mislead everyone involved into believing that that is the only person involved in this transaction. The company has consistently stalled and misdirected me to postpone any complaint until after the 180-day limit. For example, they continue to claim in the response that they have some of the lost furniture. At this point it has been more than three and a half MONTHS since they picked up the furniture. This claim is either NOT true or they are incompetent regarding the delivery of furniture.
I do not believe that the original carrier named in the response is the only party involved in the transportation of my goods. I believe this is just another attempt by the company to construct roadblocks to any complaint by making the customer wade through carrier after carrier trying to determine who lost and who broke various items. I believe this because the party that picked up the furnishings appeared to be responsible. They packed items in accordance with the additional services which we requested AND for which we PAID. However, when the items arrived (the ones that arrived) many of the items had been repackaged in a substantially less secure manner. This required someone to take things out of boxes or wrapping in order to place them in large, muti-item boxes. If Best Interstate Moving and Storage, LLC had paid one carrier to be the sole party to transport the goods why would they engage in this ridiculous exercise?
I think there are several inaccuracies in the company's response, I assume because it is just a standard denial. I do not want to respond line by line to each inaccuracy, but for example, they seem to claim they delivered the goods on December 27th. That would mean they had the goods for almost 70 days. They seem to place a lot of emphasis on the weight of the goods transported. I do not know if the goods the company picked up weighted close to that amount, but I do know that they did not deliver that amount. Basically, I paid for them to weigh and then NOT transport my goods. Similarly, I DID request additional services regarding the disassembly and the packaging of certain items. The company DID disassemble and package it, but when the goods arrived, they COULD NOT reassemble the items they took apart and many of the items were no longer packaged in their original packaging. I was not aware that the services were concluded when they completed the pick-up.
As previously cited, Best Interstate Moving+ Storage is not an authorized motor carrier, as such we contracted the authorized motor carrier, Traditional Express Van Lines to haul Ms. household goods.
The contractual agreement provided to the motor carrier only consisted between Best Interstate Moving+ Storage and Traditional Express Van Lines; no other parties were authorized by our office to transport the customer household goods.
Please note, when referring to the how the estimate is derived. When initially speaking with Ms., we requested she use our artificial intelligence software that would allow her to use a smart phone to capture all of the items she wished the movers to transport. Based on the items she captured in the video along with a verbal relay, our office composed a furniture list and used the same software to provide an estimate for the gross weight. Once complied, we emailed Ms. the furniture list with the associated weight for approval. Again, we received the signed agreement back in office confirming the acceptance by the customer. If Ms. had notified our office of her reservation towards the agreement, our highly trained moving coordinators would have addressed her concerns and made any applicable adjustments. Yet, we did not receive any rebuttal from the customer.
As it relates to the delivery of the missing household items. Once the customer informed Best Interstate Moving + Storage her items were missing, we immediately contacted the motor carrier that transported her household goods which was Traditional Express Van Lines to advise of the items that were not delivered. Any information that was relayed to the customer pertaining to the delivery of her items was transmitted from the dispatcher at the mover's office; as he was responsible for creating the logistics.
Again, we are regretful the customer had a less than favorable experience, however the issues cited in the complaint were issues derived by the actions of the movers. To appease the customer, our office will reach out to the motor carrier, Traditional Express Van Lines to seek monetary compensation for the overall inconvenience of her move.
Biggest Scam, Bait & Switch. Move from NM to TN. Given price and contract with fee of $8922.24. Show up and told it would be $14000.
On November 8th I contacted Best Interstate Moving & Storage for my move from ABQ, NM to Cleveland, TN. My husband was already in TN for his work. Spoke with salesman, *** and spent 3+hours on the phone with him while I sent him video of my house and ALL the furniture that needed to be moved. It was a 3 bedroom, loft, living/dining room, family room and full kitchen and all outside furniture. Told*** that I had a budget of $10,000 (monies from my husbands new company for relocation). Told him I could not go over this amount. *** came back with a total cost of $8922.24 (they took a discount of $1000.00 off). I was thrilled and signed contract and gave them $1922.21 deposit. I never heard anything from them leading up to the move. I tried to call *** to go over all the items but no return call. On Thursday, December 27 Amir Halmovitch with Eden Moving our of Denver CO showed up with a crew he hired in ABQ to help. He started screaming that this was a big move and it would be more money. I needed to be out of the house in ABQ, my husband was in TN and when I told him I had a contract with Best Interstate he said that they were *** and don't know what they're doing. He came back a half hour later with my cost now being $14,620.98 but he would take the $1000 off that Best Interstate took off.Upset, I called Best Interstate to talk with *** but all my calls went to voicemail. When a young lady *** answered she said she would get back to me but never did. I told *** that I did not have this money and he said in his exact words "to bad, I leave. Not my problem." This was $5000. more that was told to me. I had no choice but to agree to this. The crew they hired in ABQ were terrible. One was eating all the food I had in the refridgerator for my driving trip to TN and then left 50+ cigarette butts all in my garage and in my driveway. Not to mention pizza crust thrown all over my kitchen. I told Amir I was upset and told me he just hired them in ABQ. He then told me that they were leaving to give them their tip! Tip?? You are now charging me $5000 more and they ate my food and trashed my kitchen not to mention forgot to pack half my kitchen so I had to do it. I was furious. I could not believe the treatment I was receiving. They had my furniture so I did not fight with them then. They told me my stuff would be delivered 7-10 days. On Saturday, 12/29 I started my trip to TN and *** called me from Best Interstate. She told me that *** was their best "salesman" and that she would go over the forms and get back to me with a price. I was thankful but NEVER heard back from her again. I called Eden Movers on the 10th day asking when they were going to be here and they told me their driver was taken to the hospital. I was sorry for the driver but furious with the company. I demanded that they get another drive out to me and NEVER heard back from Eden or Best Interstate. I called on Friday 1/11 and demanded to know when and they said by Friday, 1/17 that the driver was better. I get a call today from the driver. They are coming tomorrow, 1/15 and told me that he would only come if I were to give him cash. I am a business woman and I NEVER in my life have been treated or experienced such disgrace. This is the biggest case of Bait and Switch. They had me, I had no choice and I am furious. I want the difference that they charged me, or at least $2000. It's not my fault that their top "salesperson, *** screwed up and miss quoted. They should have honored the original agreement. WHen I make an error in a quote, I will always give the customer the quote best for them. I will hire a attorney and go after this company.
I would like original contract enforced and the $5700 refunded to me. I went room by room with the sales person. He has video of my house, inside and out and he knew exactly the amount of furniture that was being transported. I will not stop until this is resolved! I will go to the media, i will hire an attorney, this is not right what they do.I am mad at myself for getting "conned" and believing this company.
Ms. *** came into an agreement with Best Interstate Moving and Storage to facilitate her relocation from New Mexico to Tennessee. Based on the contract, Ms. agreed to transport an estimated weight of 11,181 pounds for an estimated total of $5,854.63. Barring any additional weight or required services, and packing services for $1,669.50 the balance due upon delivery barring any additional weight or required services would have be $7,000.00. Please note prior to signing the agreement, the moving coordinator reviewed and analyzed the video the customer captured in her home of the things that would be transported, again the information was confirmed with Ms., confirming her approval. We received the signed contract via e-signature on November 9, 2018; confirming she acknowledged and agreed with the said contract for services
Included in the signed paperwork was the terms and conditions relating to move. Please note, the clause which reads, "Best Interstate Moving and Storage Guarantees our price NOT to exceed based on your item list below and the additional services elected". Should your inventory's estimated weight/volume increase at the time of pick up or should you require additional services, your price may change based on the agreed upon rate per pound and/or cubic feet. Simply stated, if the logistics of the move remain the same as originally booked with the customer is held to the estimate, however the moment there is a change, regardless of how minuscule it may be, the estimate is voided.
Best Interstate Moving and Storage LLC a licensed interstate broker, is not a motor carrier authorized by the Federal Government to transport household goods, instead we coordinate and arrange for an authorized motor carrier to perform the transportation service. The original carrier used to transport the household goods was Edens Moving Services.
Ms. requested for her goods to be loaded between December 27-29. Please note, the dates are merely estimating as we cannot guarantee dates due to unforeseen circumstances that may transpire while the driver is on the road.
The movers arrived at Ms. home December 27th with the intent to transport only 11,181 pounds, however upon surveying the items, the movers noticed there was more items than originally estimated. The customer reached out to the booking office and it was again explained she had a binding not to exceeded estimate, however based on what the movers surveyed she had additional items that were not disclosed during the booking phase. In addition, the movers presented Ms. with several documents that were required to be signed prior to any items being packed/loaded onto the truck. One document is the Interstate Revised Written Estimate. As previously cited, the movers surveyed there were more items to be transported than what was originally estimated, thus voiding the original estimate and creating a new one. The Interstate Revised Written estimate document rescinds the estimate the customer had with Best and creates a new estimate with the movers, Edens Moving Service. There is a disclaimer on the document that informs the customer "sign this document only if you agree to the new total estimated price. DO NOT sign this document if blank. This new estimate may only be signed BEFORE moving services begin. DO NOT sign if truck loading has begun.
The movers submitted paperwork in which Ms. made an agreement with their office directly to be charged based on a flat rate, as oppose to weight or cubic feet. Note, this agreement was not authorized by Best Interstate Moving + Storage. (see attachment).
Ms. hired Best Interstate Moving and Storage to facilitate her relocation from New Mexico as her moving broker. Our company makes no attempt to deceive our customers in any form or fashion. We present each customer the estimate and contract for service PRIOR to pick up in a legible font, outlining our terms and conditions as well as a summary of additional charges for services if applicable.
We at Best Interstate Moving + Storage are regretful Ms. had a less than favorable experience with her relocation. Unfortunately, we are not able to honor her request to be refunded as the agreement she signed with the motor carrier, Edens Moving Service voided the agreement she signed with our office.
(The consumer indicated he/she DID NOT accept the response from the business.)
This whole thing could have been settled if this company, mainly *** or *** would have called me back. I called this company in a panic when Eden Movers told me that this move would be an additional $5000!! The driver with Eden Mover, *** said that I should take the flat fee of $14,000 or it would be more when it got weighed. I called Best Interstate to see if this should be done 8 times with NO phone call back!!!!! I had NO CHOICE, I HAD TO LEAVE ABQ that weekend. Best Interstate and EDEN MOVERS had me over a barrel. NO ONE CALLED ME BACK!!!! Sheena called me back 3 days later and told me not to worry, that *** was their top sales person for a reason and he couldn't have given me that big of a difference quote!!! I never heard back again. TO this day, I was promised a call back and never heard anything. If I don't get compensated monetarily, that's fine. I want this company to accept that they dropped the ball with handling my situation. You promise people one thing and then it gets switched to something else. You know this because you never return calls or try to help. I will get phone records to prove there were NO calls made to me, or were there any emails returned. SOMEONE should have had the decency to help me!!! *** never called me before my stuff was to be picked up as promised as well so that we could go over all the furniture and boxes I had. He said he would call a week prior to the move to give me a better idea. If he would have done this, and tell me it was going to be more money, I would have dealt with this better. AT NO TIME, DID I HEAR ANYTHING BACK FROM BEST INTERSTATE AFTER THEY TOOK MY $1922.24 DEPOSIT. The driver, Amir, who picked up my items was harsh and in plain terms told me "I don't care if you agree, I will leave you here and leave." What was I suppose to do. This whole situation was disgusting and I paid $14500. for a move and when my furniture was delivered, one driver, ***, and a female helper showed up, 2 1/2 hours late. I have multiple items broken and items missing and am taking that up with Eden Movers. BEST INTERSTATE MOVING & STORAGE are the WORST company I have ever dealt with. The lack of care of people's possessions and the non communication from their company is unexceptionable. Again, if Best Interstate Moving & Storage, *** OR ANYONE from this company called or helped me the day the movers came, I would not have agreed to the flat rate. If I had the guidance of a company I trusted (at that time) to help me make the right decision I could have accepted a higher fee. This company left me high and dry at a time I NEEDED THEM. THEY DROPPED THE BALL and they should not be allowed to do this to other people. Also, it was never told to me that Best Interstate Moving & Storage hired outside movers to do my move!! The lack of communication from this company is horrible. There only concern is to make money at any expense!!! I DO NOT ACCEPT THEIR RESPONSE. THEY RESPONDED HERE BUT NEVER TO ME DIRECTLY, WHERE THEY SHOULD HAVE!!
After a further review of the account, Ms. simply texted *** advising the movers had given an estimate of $13,000; which was $4,000.00 more than what she was quoted. The text message further mentioned the customer would pay the revised balance as she had no other alternatives.
The customer made no annotations on the paperwork at pick up with the movers of her disagreeing with the revised balance, instead she agreed to be charged at a flat rate, which was not approved by Best Interstate Moving + Storage.
As previously cited, any agreements made between the customer and the motor carrier that excludes Best Interstate Moving + Storage, our office will not be financially responsible.
(The consumer indicated he/she DID NOT accept the response from the business.)
I "EMAILED" ***. All I have was a business phone number for him, I did not text him. If I texted him I would have expected a phone call immediately since he would have received my "text!"
No, Best Interstate is correct, I did not mark down on the paperwork there was a dispute. I thought I was dealing with "Best Interstate" who I had made arrangements with, NOT a third party which was NEVER told to me!
Best Interstate is a joke, and a scam. They never call you back, as promised, they don't handle the customer properly nor to they explain to the customer, in detail, what is going to happen. This all could have be avoided if "Best Interstate" DID THEIR JOB and called, when promised to go over all furniture to be moved two weeks prior to pick up, as promised. There should never be a surprise of $4000 more!!!! I could see maybe $1000 but $4000???? Someone does not know how to estimate a house if there is a difference of $4000!!!!! *** obviously does not know his job to make this much of a mistake!!! My house was videotaped and we went, room by room, to what was going to be going. I had a 3 bedroom, loft, dining room, living room, full kitchen, family room, outdoor living area and a FULL garage PACKED with tools etc. This estimate should have originally reflected a higher price but *** did not do this because of fear of losing this move. This is a bait and switch.
With further reading reviews from past customers of Best Interstate (I ONLY WISH I SAW THEM BEFORE) and how the customers furniture was not delivered, held and held hostage until more monies were paid, left me doing what ever I could just to get my furniture. Best Interstate does NOT tell you what to expect and does not deliver as promised.
They obvious need the money more than I do. I do not want anything from them. What I want the Revdex.com to do is mark The Best Interstate Moving and Storage with a failing grade for not being honest with the customers. Telling lies, just to get a job, is disgusting and this company should be ashamed of themselves for how they handled my move. I will make my reviews known where ever I can that this company is a bait and switch company and if a customer is looking for a reliable moving company to NOT go with Best Interstate. They are liars, cheats and completely unprofessional and what is quoted as a fee, is NOT what is final.
Best Interstate can keep the money. I want a failing grade marked for this disgusting company.
Failure to execute a shipping/moving contract - followed by apathetic and incompetent customer service.
Used this broker to arrange a move on Dec. 26th. We were told that our household would be picked up on Dec. 27th with an arrival of 11AM latest. Company arrived at 6:30 PM. They then informed us that they would not complete the loading until the 28th. That was the day of our house closing. The move finished at 4AM on the 28th. We had to sign papers that confirmed the move prior to execution in order for them to continue to pack our household throughout the night.
We requested that they expedite shipping to make up for the issues. 7 days later our household remains in the state of origin. We have suffered additional monetary damages as a result of these delays.
Need delivery of items soonest. In addition this company should make a substantial reduction in payment as well as reimbursement for additional expenses.
Mr. *** came into an agreement with Best Interstate Moving LLC to facilitate his relocation from Texas to Maryland. Please note, Best Interstate Moving and Storage is a licensed interstate broker and not a motor carrier authorized by the Federal Government to transport your household goods. Because of such, we coordinate and arrange for an authorized household goods motor carrier to perform the transportation services. Thus, the job was contracted to Traditional Express Van Lines.
During the booking process, Mr. provided the logistics of the relocation as well as submitted an inventory of the items that were to be transported. The estimated pick up dates were scheduled for December 26-December 27th; with a delivery window starting on December 31st. While we aim to honor the estimated dates given, however due to unforeseen circumstances that may occur, we cannot guarantee any dates.
The distance between the origin and destination states was approximately 1,575 miles. Per Federal regulations provided on the Interstate Bill of Lading, the driver has thirty (21) business days, excluding weekend and holidays to deliver the household goods from the first date available for delivery. Mr. was picked up on December 27th; therefore, making his first available date for delivery December 31st. Our office confirmed delivery was made on January 6th. The timeframe between December 31st and January 6th was approximately three (3) business days. This places the carrier, Traditional Express *** Lines still within the contracted delivery window.
While Best Interstate Moving + Storage is not directly responsible for any additional expenses incurred or the perceived delivery delay, as Mr. hired moving broker, we advocated on his behalf to the motor carrier, Traditional Express Van Lines to issue monetary compensation for the overall inconvenience. We were able to negotiate a reduction of the final balance in the amount of $701.00.
(The consumer indicated he/she ACCEPTED the response from the business.)
Better job on delivery than on pick up which cost us time and money. We are satisfied that we got our things in good order and communication improved toward the end of this process.
We hired BIMS/Boost to move from MA to NC. They stated they could move our belongings including a 1700lb machine, but had great difficulty doing so.
In May 2018, we contacted BIMS. One item was of particular concern to us: a Bridgeport milling machine weighing 1700lbs assembled, and 1200lbs disassembled. The rep, *** assured me that BIMS was #1 for a reason and that any moving company they used to move the machine would be fully capable of doing so, leading to us choosing BIMS. Unfortunately, that was not the case and ended up being one of the biggest barriers throughout our entire move.
We had a moving window of June 13-15, intentionally chosen as we were traveling to NC on 6/16. With every interaction I had with the service reps prior to the move, I confirmed that they were aware of the Bridgeport. Boost Express Van Lines was the moving company that came on 6/15. We did not have some items packed to the movers' specifications, so a good portion of the day was spent packing. They also stated they did not have the right equipment to move the Bridgeport, so would need to return the next day with a bigger truck and appropriate equipment. There was a disagreement regarding what was owed the movers given the additional packing expenses, eventually resolved with the movers taking what was originally agreed on, $3200. The movers left the house in disarray with trash everywhere and our things strewn throughout the yard. They also placed a bare light bulb in my son's crib along with other things, which shattered on the ground right next to my barefoot children. We discovered upon delivery of our items that a few of the boxes were not even taped or tagged, as no one checked to make sure each box was securely tagged and packaged.
On 6/16, they returned in the evening with a tractor trailer and then left, as they were unable to park. After various options were weighed, including police assistance and a shuttle, the Boost dispatcher recommended coming later in the evening when there was less traffic. We agreed. I confirmed at the time with both the driver and dispatcher that they had equipment to move the Bridgeport. They reassured me that they had a forklift and that there would be no problem moving it. They didn't return until 11pm. Before they would move anything, they asked for a tip upfront! Given the difficult position we were in, we felt obligated to give a substantial tip of $400. There were a number of transgressions during the move itself, but the most significant included a medical lamp that was supposed to be packaged as fragile by the original movers from 6/15, but was not. Movers on 6/16 packaged it, but then asked for cash up front. They did not provide a legit receipt until I specifically asked for one. They did NOT bring a forklift to move the Bridgeport. 2-3 of the movers stated they did not think that they could move it. One of them said that they shouldn't have taken the job! They were able to move it onto the truck eventually, finally finishing at 2:40am on 6/17. My husband left at 3am to drive to NC to start his job the next day.
The truck arrived at our storage unit in NC on 6/19, much later than expected, leaving us waiting in the 90 degree heat for them. The driver only showed up with 3 other guys. They did NOT have the right equipment again to move the Bridgeport and ended up recruiting workers from Public Storage to help move it. The driver later hired them to help move the rest of our things and requested that we pay them $150 in order to expedite the move. We noticed that some of the boxes were broken or upside down, even though they were labeled "fragile". When we were finally able to access our storage unit at a later time, we found that our items were placed haphazardly, leading to a poor use of space and, in hindsight, the reason why the movers were unable to fit in 3 pieces of furniture. There were also multiple broken boxes and a mattress that was not ours! As our items are still in storage, we have as yet to assess the full damage, although a wooden table (an antique family heirloom) was broken at the hinges during the unloading.
Overall, this has been the worst moving experience we have ever had, by far. The previous movers I'd used were much more professional and timely than what we have just experienced. A few of the movers were wearing sandals and one even tripped going down the truck ramp and lost his sandals! There were several other instances of unprofessionalism not listed, but the biggest issue was that no matter how many times we asked about moving the Bridgeport milling machine, they were unprepared and ill-equipped to handle the task every step of the way. We will not know the extent of the damage to it until it is completely assembled. They also consistently arrived hours later than what was stated, except for the original move time on 6/15, leading us to cancel/change our plans multiple times. Because the movers were not prepared to move us on our expected date of 6/15, we were forced to delay our own travel and moving plans. My husband had to drive straight through in the early morning just to make it to his new job on time. My parents were with us helping with our children and their plans after the move were also delayed. Throughout all of this, our 2 small toddlers have had no rest and constant stimulation with each subsequent visit by the movers, particularly the 11pm one! Their schedules were completely thrown off and it took several weeks before they were fully adjusted. *** was the primary BIMS rep we dealt with and she was initially very sympathetic during the course of our travails, promising several times that we will receive compensation. Boost Express gave us $200 during the move itself. She recommended that we write a letter of grievances which I emailed to her on 6/27. She promptly replied and stated that she had forwarded the letter on to management and will let me know what happens. On 7/31, I emailed her again as we had not heard anything. She stated that the owner of Boost will be meeting with them on 8/1 and she will let me know the outcome. After that, despite numerous calls and emails, I did not hear back from her. I called again on 9/12 and 9/13 asking to speak to a supervisor. *** called back on 9/14 stating that she was a supervisor and that Boost declined to give more in compensation and BIMS would only give $400 (which we have not received). Our original estimate to move was $6,700. The actual move ended up being almost double, totaling $11,194, which included $2920 of packing materials. That is not including the extra tipping required before they would even touch our items. Given the total cost that we went through, both financially and personally, $600 seems paltry. We are requesting compensation of $2,000, which is approximately 25% of our base moving costs minus the packing materials, given the extreme circumstances that we have been subjected to.
Ms. *** came into an agreement with Best Interstate Moving and Storage to facilitate her relocation from Massachusetts to North Carolina. Based on the contract, Ms. agreed to transport an estimated weight of 13,545 pounds. The total moving estimate was $8,833.82. Our office collected $2,344.61 for our services. Barring any additional weight or required services, the balance due at delivery would be $6,489.21. We received the signed contract via e-signature on June 11th; confirming she acknowledged and agreed with the said contract for services.
Included in the signed paperwork was the terms and conditions relating to move. Please note, the clause which reads, "Best Interstate Moving and Storage Guarantees our price NOT to exceed based on your item list below and the additional services elected". Should your inventory's estimated weight/volume increase at the time of pick up or should you require additional services, your price may change based on the agreed upon rate per pound and/or cubic feet. Simply stated, if the logistics of the move remain the same as originally booked with the customer is held to the estimate, however the moment there is a change, regardless of how minuscule it may be, the estimate is voided.
Best Interstate Moving and Storage LLC a licensed interstate broker, is not a motor carrier authorized by the Federal Government to transport household goods, instead we coordinate and arrange for an authorized motor carrier to perform the transportation service. The carrier used to transport the household goods was Boost Express Van Lines.
Ms. requested for her goods to be loaded between June 13th-June 15th. Please note, the dates are merely estimating as we cannot guarantee dates due to unforeseen circumstances that may transpire while the driver is on the road. Our records reflect Boost Express Van Lines began loading the customer's household goods on June 16th.
On the day of pick up, the movers presented Ms. with several documents that were required to be signed prior to any items being packed/loaded onto the truck. One document is the Interstate Revised Written Estimate. The movers surveyed there were items to be transported than what was originally estimated, thus voiding the original estimate and creating a new one. The Interstate Revised Written estimate document rescinds the estimate the customer had with Best and creates a new estimate with the movers, Boost Express Van Lines. There is a disclaimer on the document that informs the customer "sign this document only if you agree to the new total estimated price. DO NOT sign this document if blank. Also, shipper moving more items/weight then was first anticipated and revised total estimated charges was approved in totality in person/prior to loading. Ms. signed this document, acknowledging that she agreed to the said terms listed.
Based on what the moving foreman surveyed in the home, he estimated the weight to be approximately 16,045 pounds and packing services of $2,350.00. Due to the estimated increase in the weight, the adjusted estimated balance that would be due upon delivery would be $9,689.30.
Regarding the items that were damaged/missing, while in the booking process, Ms. provided the logistics of the relocation as well as submitted an inventory of the items that were to be transported. Our booking coordinator discussed what was inclusive with her move and various options. Among the topics that were discussed was the standard valuation.
Up until the items are loaded, the customer can elect to purchase additional insurance. If the customer elects not to purchase the additional insurance, the claim will be processed at $.60 per pound per item; inclusive with the move.
Once the estimate was complete, the document was forwarded to the customer via email for review. Also included on the estimate are the standard terms and conditions of the move. In relation to claim for damage. Please refer to Subtitle "Claims" section 9; paragraph A.
9. CLAIMS.
A. Freight Claims: It is understood and agreed that the BROKER is not a motor carrier and that the BROKER shall not be held liable for loss, damage or delay in the transportation of CUSTOMER'S household goods or property. Motor carrier shall offer CUSTOMER the option to select additional coverage for the shipment of household goods. If CUSTOMER elects the option for additional valuation of coverage, motor carrier shall be bound to transport the shipment at the agreed to value between CUSTOMER and motor carrier. If CUSTOMER waives, in writing, the right to have the motor carrier transport the shipment at the full replacement value, the shipment will not be covered by additional coverage and the value of the shipment in the event of loss, damage or delay will be that value set forth by the motor carrier in their tariff and bill of lading. UNLESS THE ADDITIONAL COVERAGE IS SELECTED, CUSTOMER MAY BE SUBJECT TO A LIMITATION OF LIABILTY IN THE MOTOR CARRIER'S FREIGHT DOCUMENTS WHEREBY CUSTOMER'S HOUSEHOLD GOODS ARE VALUED AT $0.60 (SIXTY CENTS) PER POUND PER ARTICLE. In no event shall BROKER or BROKER's motor carrier be liable to CUSTOMER or anyone else for special, incidental, or consequential damages that relate to loss, damage or delay to a shipment.
We are regretful Ms. had a less than favorable experience with her relocation. Best Interstate Moving + Storage did everything feasible to accommodate the customer and her needs. Ms. solicited our service to facilitate her relocation for 13,545 pounds, this was successfully completed, thus fulfilling our contractual obligation.
While Best Interstate Moving + Storage is not directly responsible for the additional expenses incurred to Ms., management has reached out to discuss monetary compensation as a good faith gesture, however the customer declined the offer of $400.00, citing it did not cover the expenses. Our office is willing to extend this gesture again, however due to the funds being extended as a courtesy and not a warranted refund, the customer will be required to sign a non-disclosure agreement. Once we have received the signed document, the funds will be processed in the same way we received the reservation payment.
(The consumer indicated he/she DID NOT accept the response from the business.)
We received your repeat offer of $400 and appreciate the gesture; however, given the fact that it was necessary to provide an additional $600 in tipping expenses (which we were not aware we would have to cover), we believe that the minimum acceptable amount from your company should be at least that amount ($600) to cover these additional and unanticipated costs.
Additionally, we reserve the right to claim for damages to our belongings still in storage once we have retrieved and inspected them. We understand that we have 9 months to make these claims and will exercise this right as necessary, with the understanding also that the stored goods in question are valued at $.60 per pound per article.
My reply:
Thank you for your information on where to file a claim for damaged items. As I have previously stated, nearly all of our items (including the 1700 pound Bridgeport machine) are in storage, so we will not fully be able to assess the damage done to our belongings until we move and have access necessary for this evaluation.
We understand that items in boxes that were packed by us are not covered; however, due to the movers' haste and carelessness, boxes were moved that were not fully packed or sealed and no attempt was made prior to their being moved to check on them.
While we still feel that the $400 is categorically inadequate, given the time spent and the ordeal as a whole that we've experienced, we will accept the offer.
I will be sending the pictures of the damaged table in a separate email.
Thank you and please let me know if there are issues with opening of the attached documents.
The customer will receive the non disclosure agreement via email. Once we have the signed document in office, the funds will be processed back to the credit card we secured as the reservation payment.
Please be advised the claim for damage must be filed directly with the carrier's office. All photos and estimate for repair should be addressed to
Bait and Switch, False information from sales dept.and customer service. Given one price when movers show up get another price.
Talked to *** - salesperson for bid. Told him I already had bid from Mayflower. He said to e-mail him the bid and they would beat it. Bid was $3984.05 which included $843 of packing materials.
bid dated 5-2-18. Mayflower send someone out to look at my belongings to give bid and their pricing was guaranteed. I asked *** if they were sending someone out. He said no they used Mayflowers bid and they guaranteed Best Interstates bid. I asked him numerous times if they could change their bid after they got there and he said no.
My buyers close on my home first of June - they wanted to move a few thing into the house, movers are almost 2 days late. I go ahead and leave from Texas to S.C. Mover calls me late Friday night - yelling at me about being too low. I told him I did not do the bid. It is late Friday night and there is no one I can call - all I can do is let him revise the bid and have the new owners sign for me. There was never any virtual inventory done.
My furniture is taken to storage. I believe I talk to a *** who is later on leave. I do not know if *** in customer service is supposed to be my consumer advocate that helps me with every stage of the move - if this is the consumer advocate there is a problem. She is rude and blames me There was no amicable resolution. She said my bid went up because of the extra items added. I kept asking her to tell me what I added. She said I had to give her my Mayflower estimate. I told her I did not have it but had sent it to my sales person - *** She said *** was no longer with the company and she could not help me until I produced the bid. I do not know why the "burden of proof" was on me when they are the ones that wanted additional money over and beyond the original bid. They said they gave me an $800 credit - I never figured out where the credit came in when I had to pay an additional $1657.00 for packing materials. Really the costs for packing materials was 3 times the original bid???
My home is ready Oct 18. I call the movers to set up delivery ( I was told to give them 2 weeks notice) Can't remember what day it was but I called customer service and was left on hold for over an hour. I called on the 10th and was told my furniture had been picked up from warehouse. On the 11th I texted *** about balance due as I had to figure in storage. By the 16th I had no response from her, so I called customer service. ( I figured I better keep a log of dates, who I spoke with and what was said) I spoke with *** and he said he would have *** get back with me. Oct. 17th spoke with *** - she called dispatch, she said they could not get in touch with the driver as maybe he was sleeping - she would get back with me. Oct. 18 the I call *** and she says the furniture has not left the warehouse and there is no estimated arrival date. Really 8 days after I was told the furniture had left the warehouse I find out it is still in the warehouse. At this point I want no more to do with these people. I have been given false information too many times. I was told to give them 2 weeks notice about delivery however they have 21 business days to deliver the furniture. Oct. 22 I call the moving company directly. I had a friend fly in from Texas to help with the move. His flight back to Tx. is Oct. 27. still no furniture.
Furniture delivered Nov.3. I am applauded at how it was packed, especially when I was charged for all these extra packing materials. The cloths were not put in wardrobes but stuffed in boxes. I have high end clothing - full length cashmere coat-number of suit jackets all which will need to be dry cleaned to get back in shape. An antique mirror was packed with no bubble wrap or packing paper - just cardboard box - of course the mirror is broken A wing chair has damaged leg because it was not wrapped.
I want Best Interstate Moving and Storage to honor their bid of $843.00 for packing materials. I want a refund of $1657 I paid for "additional packing materials". I was forced to pay this additional amount to get my furniture back.
Ms. *** came into an agreement with Best Interstate Moving and Storage to facilitate her relocation from Texas to South Carolina. Based on the contract, Ms. agreed to transport an estimated weight of 4,487 pounds and have $843.00 in packing services. The total moving estimate was $3,984.05. Our office collected $1,195.22 for our services. Barring any additional weight or required services, the balance due at delivery would be $2,788.83. Ms. informed our office that she had secured an estimate from Mayflower and she would like to take advantage of our "price match promise" program. This meant we would honor the quote she received from Mayflower after comparing each line item. We received the signed contract via e-signature on May 10, 2018; confirming she acknowledged and agreed with the said contract for services.
Included in the signed paperwork was the terms and conditions relating to move. Please note, the clause which reads, "Best Interstate Moving and Storage Guarantees our price NOT to exceed based on your item list below and the additional services elected". Should your inventory's estimated weight/volume increase at the time of pick up or should you require additional services, your price may change based on the agreed upon rate per pound and/or cubic feet. Simply stated, if the logistics of the move remain the same as originally booked with the customer is held to the estimate, however the moment there is a change, regardless of how minuscule it may be, the estimate is voided.
To ensure that we have provided the customer the best estimate possible, our quality assurance personnel reached out to Ms. on May 30th to discuss her inventory and make any required changes. Based on the discussion with the customer, the weight was revised to 7,784 pounds and $918.00 in packing services. The revised total moving estimate was now $6,130.16 with $4,912.44 due as the remaining estimated balance barring any changes.
Best Interstate Moving and Storage LLC a licensed interstate broker, is not a motor carrier authorized by the Federal Government to transport household goods, instead we coordinate and arrange for an authorized motor carrier to perform the transportation service. The carrier used to transport the household goods was Traditional Express Van Lines.
Ms. requested for her goods to be loaded between June 2nd-June 3rd. Please note, the dates are merely estimating as we cannot guarantee dates due to unforeseen circumstances that may transpire while the driver is on the road. Our records reflect Traditional Express Van Lines began loading the customer's household goods on June 3rd.
On the day of pick up, the movers presented Ms. with several documents that were required to be signed prior to any items being packed/loaded onto the truck. One document is the Interstate Revised Written Estimate. The movers surveyed there were items to be transported than what was originally estimated, thus voiding the original estimate and creating a new one. The Interstate Revised Written estimate document rescinds the estimate the customer had with Best and creates a new estimate with the movers, Traditional Express Van Lines. There is a disclaimer on the document that informs the customer "sign this document only if you agree to the new total estimated price. DO NOT sign this document if blank. Also, shipper moving more items/weight then was first anticipated and revised total estimated charges was approved in totality in person/prior to loading. Ms. signed this document, acknowledging that she agreed to the said terms listed. (see attachment).
Based on what the moving foreman surveyed in the home, he estimated the weight to be approximately 8,000 pounds and packing services of $2,950.00. Due to the estimated increase in the weight, the adjusted estimated balance that would be due upon delivery would be $6,320.35.
Once the truck was weighed, the final weight of the haul was 6,140 pounds with $2,950.00. Upon learning her balance, the customer expressed her dissatisfaction with management. As her hired moving broker, we advocated on the behalf of Ms. and negotiated with the motor carrier to provide a discount. As a courtesy the motor carrier agreed to not charge the customer for the weight of 6,140 pounds at $0.54 per pound. Had the movers imposed the fee for the weight, the customer's balance would have been $4,001.87 once all charges were applied. Instead, the customer balance was only $3,201.87. Providing a substantial discount of $800.00. In addition, there was also a secondary discount provided by the motor carrier with the packing. Ms. signed the Packing Material Charges document at pick up acknowledging and agreeing the movers had packed $2,950.00 worth material, yet she received a $450.00 discount, bringing the total down to just $2,500.00. (see attachment).
We are regretful Ms. had a less than favorable experience with her relocation. Best Interstate Moving + Storage did everything feasible to accommodate the customer and her needs. Ms. solicited our service to facilitate her relocation for 7,784 pounds, this was successfully completed, thus fulfilling our contractual obligation.
While Best Interstate Moving + Storage is not directly responsible for the additional expenses incurred to Ms., management has reached out to discuss the account and request the documentation that she provided to her moving coordinator. It was explained to Ms. that if we failed to do a direct comparison and honor the estimate she received from Mayflower, she would receive monetary compensation, however, as to date Ms. has not complied and submitted the requested document.
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response has incorrect information and did not address all my concerns.
Best Interstate was given the Mayflower Estimate at the beginning of the process. Best Interstate says they no longer has a copy of the estimate as the salesperson it was given to no longer works for the company (this is not my fault, Best Interstate was given the requested information) I did not save a copy of the estimate and it was sent from my work computer where I no longer work. I was not expecting to have to "prove" I did not add items. Again - why is the "burden of proof" on me. Best Interstate says I added items, but they can not tell me what I added. Best Interstate has not addressed the fact the the estimate for packing materials tripled (however no wardrobe packing was used and my cloths are in horrible condition, a mirror was put in a cardboard box without packing materials and is broken) Best Interstate has not addressed the fact that no video/ computer programs were used (they says they use these state of the art programs for accurate estimating). Best Interstate has not addressed the fact that their salesperson gave me false information (in my opinion so they would get the bid). Supposedly all telephone conversations are recorded - so they have access to what I was told.
Best Instate did not address the fact that I was given false information, on more than occasion, regarding when my furniture was taken out of storage.
Best Interstate Moving + Storage is providing answers and addressing the customer's issues to the best of our ability. However, we can only reiterate the fact we serve as a broker that transmit information received directly from the motor carrier, Traditional Express Van Lines.
Our office stands behind the estimate that was provided to the customer as we honored the estimate she received from our competitor. Again, the customer signed the contractual binding not to exceed estimate, confirming that she agreed with all the terms and conditions relating to the terms for service. If Ms. can not produce clear and decisive evidence that proves we failed to honor the estimate received from Mayflower, and show we operated under deceitful practices, no compensation will be issued.
Sorry I missed responding. No, I am definitely not satisfied with the companies response.
They continue to avoid answering questions about the fact I was lied to on several occasions. If you close the case please make sure it is marked unsatisfied with companies response.
I will not be satisfied unless they honor their original bid.
WORST MOVING EXPERIENCE EVER. I just used Best Interstate Moving and Storage to move between Boston and Abilene, TX based partially on their 5 star rating on this website and partially because I needed an estimate by phone. It was a TERRIBLE experience. Everyone I spoke with at Best was friendly, but ultimately they were ineffective at helping me have a smooth moving experience. First and most importantly, although they claimed they worked only with 5 star rated moving companies, I was assigned Traditional Express Van Lines out of NJ. Turns out they have an F from the Revdex.com. My bad for not cancelling my contract right then because Traditional Express was HORRIBLE to work with! I have moved approximately 12 times and this was BY FAR THE WORST EXPERIENCE. Not only did I not find out my pickup date until the day before my move, but the phone estimate was WAY OFF - more than $1000 off. And when it came time for delivery. They couldn't commit to a date within a week of my requested delivery date. In fact, I was in touch with Best every day for 1.5 weeks regarding delivery. While sleeping on an air mattress at my new house, I was promised delivery 3 days in a row with no delivery and no communication from Best or Traditional Express. I had to keep calling to find out what was going on. Having Best as a middleman was NOT helpful AT ALL. I waited at home all day 2 days in a row because I was told "the delivery will be today between 3 and 6, and the driver will call you". At the end of each day I never received a call from the driver, the dispatcher or Best. Finally my items were delivered and the delivery itself I thought went smoothly, and everything was intact. But when I finished unpacking later that evening, I realized I was missing a whole extra large box of items. I left a message for the driver, tried to call the dispatcher, left a message for Best, but did not receive any return phone calls. Only by email did I get a response from Best requesting my Lot no. I gave them a week to try to find my items, but never got a response, only when I emailed back to Best was I told "the movers couldn't locate your items, so you'll need to file a claim". Talk about unhelpful. So now I am in the midst of filing a claim, but based on the reviews at Revdex.com, I don't anything will come of it. Bottom line... DO NOT HIRE THIS MOVING COMPANY. YOU WILL REGRET IT! Thank you to everyone who took time to write reviews. Unfortunately they were not here when I hire Best, but maybe they'll save someone else a huge headache.
We had extensive problems with our interstate move with this company; the management was supposed to adjust the price, they did not
I hired Best Interstate Moving and Storage (BIMS) to move my household from Mason, OH to Springfield, VA this September 2018 and I am documenting here the issues that occurred.
1) They did not provide an exact date for the move, their sub-contractor said one date and that was changed the day before by BIMS.
2) Highly unprofessional behavior by packers, complaining, cussing, my items were tossed haphazardly into boxes with no care.
3) I called several times during the packing to alert BIMS about the behavior of the packers; the packers even said should they leave. This is threatening a consumer because they know that the consumer is in a bind.
4) They did not know how to secure the front-load washer; I showed them the bolts to hold the drum in place but they accidentally packed the bolts. I had to call a friend to borrow his set and my friend showed them how to secure the washer. The unloading crew did not remove these bolts even though they were supposed to do so and I paid extra to move the washer/dryer. I had to call someone to unlock the washer. Moreover, the BIMS representative informed me that the movers unhook and rehook the washer/dryer but these movers did not do so.
5) The Living Room entertainment center was incorrectly assembled (the glass shelf should have been placed on top, not underneath, the sliding mechanism) and my glass shelf fell down because the unloading crew did not assemble the shelf correctly. I am still searching for the piece that broke because of the incorrect assembly.
6) Some furniture items were not wrapped in blanket or anything; they were scratched (see attached pictures.
7) The wires for the stereo and TV were not included in their respective boxes. I still have not found the TV wiring and associated surge protector.
8) Not enough packing paper was used (or items were not properly packed/handled) and items were crushed and broken. I collected my household over many years, and these people just destroyed my things.
9) The boxes were sometimes mislabeled, the linen closet boxes were mislabeled as Living Room and Master Bedroom so I could not find what I needed easily. Inside the boxes, the graters and peelers were not wrapped and they scratched my other serving silverware that was also unwrapped. Not enough packing paper was used, why? Why are you charging me for all these costs if the supplies are inadequate? My vase from Peru was cracked because of inadequate paper and poor packing.
10) The knife block was just tossed into a box unwrapped, when I opened the box, some of the knives had come out of the block and scratched other things in the box.
11) Some boxes were unlabeled, or 1/2 packed, with lots of empty space on top; they also did not use the right boxes, they used wardrobe boxes for just stuffing miscellaneous items. These were not items to hang, so why should I pay the extra cost for wardrobe boxes?
12) In my plastic totes with my washed winter and other storage (which I had already packed), the movers packed dirty laundry and dusty items.
13) Instead of using packing paper, they used my comforter to wrap pictures. This comforter can only be dry cleaned.
14) Shoes were packed with winter wear without wrapping in 1 box; 2nd box- shoes were just thrown in, and my sandals broke as a result.
15) Even my books, which cost quite a bit, were simply thrown in boxes with the binding damaged on some of them.
16) Placed wardrobe on top of each other sideways. My clothes fell off the hangars and crushed the box and clothes below.
17) The movers used my restroom, however, they did not always wash their hands. They are packing my household and cannot even bother to wash hands? The unloading crew used 3 of my bathrooms like it was a public toilet, one toilet was not even flushed; when they came in, I had even told them which bathroom to use. Really disgusting behavior.
Seems that the insurance I signed for was crossed out on the form. Why would I pay almost $500 for $0.60/lb when that is the standard
Given all the issues documented with this company, and the promise of the manager to adjust the price (which they never did), I feel the amount I was charged is excessive. They underestimated the original estimate so that we would pick them, and then they overcharged us for very unprofessional services. The packers did a terrible job, did not wrap out items appropriately, did not have the right kind of boxes and thus used larger boxes (which cost more); they also did not use packing paper for many of our kitchen items. The insurance item I signed for was crossed out on the form, this does not seem legal. And now they tell me I paid $500 for standard coverage? Please investigate this company, no one else should have to go through what we did. I should be reimbursed the $500 and the price adjusted to more accurately reflect their extremely subpar services and the damage to our goods.
Ms. came into an agreement with Best Interstate Moving + Storage to facilitate their relocation from Ohio to Virginia. Based on the contract, Ms. agreed to transport an estimated weight of 8,036 pounds, packing services for $1,720.74 and various tariffs fees for a total moving estimate of $6,003.06. Our office collected a reservation payment of $1,851.50 for our services. Barring any additional weight or required services, the balance due at delivery would be $4,151.56. We received the signed contract via e-signature on July 21,2018; confirming he acknowledged and agreed with the said contract for services.
Best Interstate Moving and Storage LLC a licensed interstate broker, is not a motor carrier authorized by the Federal Government to transport household goods, instead we coordinate and arrange for an authorized motor carrier to perform the transportation service. The carrier used to transport the household goods was Helix Transfer and Storage.
Please note, on the day of pick up, the movers presented Ms. with several documents that were required to be signed prior to any items being packed/loaded onto the truck. One document is the Interstate Revised Written Estimate. The movers surveyed there were items to be transported than what was originally estimated, thus voiding the original estimate and creating a new one. The Interstate Revised Written estimate document rescinds the estimate the customer had with Best and creates a new estimate with the movers, Traditional Express Van Lines. There is a disclaimer on the document that informs the customer "sign this document only if you agree to the new total estimated price. DO NOT sign this document if blank. Also, shipper moving more items/weight then was first anticipated and revised total estimated charges was approved in totality in person/prior to loading. Ms. signed this document, acknowledging that he agreed to the said terms listed. (see attachment).
Based on what the moving foreman surveyed in the home, he estimated the weight to be approximately 10,5000 pounds, with $3,000.00 in packing services. Due to the estimated increase in the weight, the adjusted estimated balance that would be due upon delivery would be $6,773.70. Including the $2,075.78 the customer paid at pick up, the estimated balance would be only $4,697.92. However, once the truck was weighed, the final weight of the haul was 12,220 pounds (see attachments).
Upon learning of the increase in the weight and the packing services, Ms. expressed displeasure. Management informed the customer that we can have the truck weighed again prior to delivery to validate the authenticity of the weight in her presence, as well as mandate the movers to perform a "count-off". The customer agreed to have both procedures done. At the completion of both procedures, all services and charges were validated. (see attachment).
As it pertains to the Full Value Protection policy. Management directly reached out to managerial personnel at the insurance company to request provisions to be made for the customer due to the paperwork on three separate occasions. Unfortunately, their office is not willing process the claim at Full Value. As such, to appease the customer, Best Interstate Moving + Storage will release the goods back to the customer via a release settlement agreement. Ms. will receive this document via email. Once she has signed and returned the agreement, the funds will be released in the same manner the reservation payment was collected.
Furthermore, the owner of Helix Transfer and Storage is requesting the customer present photos to support her claim of improper packing for reimbursement to be considered.
We are regretful Ms. had a less than favorable experience with her relocation. Best Interstate Moving+ Storage is taking the necessary steps in resolving this matter with the customer both amicably and within reason.
Company illegally made up charges verbally over the phone and provided despicable customer sevice. Nothing went right with the move.
Customer Service failed to listen to customer (my husband) when stating to email us of the move date since we'd be out of the country. Moving company did not listen and called. We did not receive the information per requested which was documented in the notes, until less than 12 hours before move. Additionally, the rep that left the voicemail was unclear and we could not understand the date. We still have the voicemail and its transcribed as September 20. Move occurred on September 28, 2018.
My husband was adamant that our couch from our second floor apartment would need to be hoisted to a third floor apartment, as this is how we moved it in. Moving company, specifically a *** who no longer worked there at the time of our move. On the day on the move, the two movers told us they could not do it. This was clearly a lie in that they didn't want to. If this was the case, we would not have hired these movers in the first place so they fed us falsified information on the basis for a sale. My husband spent nearly two hours on the phone with the Customer Service Manager ***, who claims she owns the company. She has refused on multiple occasions to give us her superior's information and claims she doesn't have one. *** presented no solution. Rather, we had to illegally pay $400 out of pocket expenses to the two movers to hoist the couch instead of this being included in our over $4,000 bill.
At pick-up, we were provided two movers that complained the entire time which we found incredibly unprofessional. They were also very unprepared and said there should have been a third guy, and a larger truck, neither of which we received but apparently paid for.
After the movers left from pick-up, our apartment was completely trashed. They were clearly anxious to get done since the job took them all day, and almost night, being wildly unprepared with only two men. Again their unprofessionalism, led to a huge mess in our apartment and we had to clean up all of their garbage and materials that they failed to.
Additionally, your two movers at pick-up had us pay an extra $200 for moving materials, on top of the $400 for the couch. We then charged an extra $200 for moving materials we had already paid for.
Movers called us on October 17 to say they needed an address to drop our stuff off when we advised the earliest move date would be October 24.
Movers called us on October 30 to say they would be delivering our stuff. After having us wait for half a day, they then canceled the delivery 5 minutes before they were suppose to arrive.
On the morning of the move, October 31, we had a number of issues with the moving company. No one had a correct bill and we were provided 3 different amounts owed. We again wasted time talking with *** on the phone. She assured me in an email that she would give us at least a $1,200 discount due to all of our many problems we've experienced. She retracted the discount. She did not have our information readily available to discuss with us. She was trying to advise that we owed $2,000 more (so a total of a $6,000 move). She was insistently trying to tell us that we used a shuttle, and were using a shuttle right at that moment when there was no shuttle. The movers who delivered our belongings were in shock at the incompetence of this company and said they'd never seen such things and could not understand the whole shuttle thing when there wasn't one. They also said that service was not legally checked in our contract.
To sum it up, ***, the customer service manager, was extremely incompetent, and incapable or providing an actual service. She did not help us out, or cut us a break for our many many troubles we experienced with this horrendous company. Numbers and charges were being made up verbally over the phone. Much illegal activity took place with this company as nothing was done correct. Altogether, we ended up paying close to $5,000 to move from Philly to LA
We want an apology from this company for the many stresses and headaches we have been put through. We are appalled at how a company could run this way, and how they could treat their customers so poorly. In addition, we are seeking some type of refund in at least the amount of $1,400. The $400 for the out of pocket expenses we incurred for the couch hoist that we were told was covered in the first place, and at least a $1,000 refund for all the countless and incredulous complications, errors and inaccuracies we had to deal with this company. Lastly, much of the items we received at delivery have been destroyed and damaged. I have moved several times and this has been the worst moving experience of my life. I believe the company, and especially the poor customer service at this so-called company, needs to be strongly reviewed. It is appalling that this company did not cut us some kind of break or provide some kind of discount for their countless errors. There is not one good thing to say about this company.
Mr./Mrs. came into an agreement with Best Interstate Moving + Storage to facilitate their relocation from Pennsylvania to California. Based on the contract, Mr. agreed to transport an estimated weight of 3,843 pounds, shuttle service at pick up for $384.30 and various tariffs fees for a total moving estimate of $3,397.62. Our office collected a reservation payment of $1,019.29 for our services. Barring any additional weight or required services, the balance due at delivery would be $2,378.33. We received the signed contract via e-signature on June 6, 2018; confirming he acknowledged and agreed with the said contract for services.
Best Interstate Moving and Storage LLC a licensed interstate broker, is not a motor carrier authorized by the Federal Government to transport household goods, instead we coordinate and arrange for an authorized motor carrier to perform the transportation service. The carrier used to transport the household goods was Traditional Express Van Lines.
On the day of pick up, Mr. contacted our office and spoke with management regarding having a sofa hoisted to be transported. It was explained to the customer due to liability issues, Best Interstate Moving + Storage does not provide this service and would not recommend or grant consent to the carrier to perform this task. The customer was adamant on having this service done, against our discretion the customer allowed the movers employed by Traditional Express Van Lines to hoist the sofa.
Please note, on the day of pick up, the movers presented Mr. with several documents that were required to be signed prior to any items being packed/loaded onto the truck. One document is the Interstate Revised Written Estimate. The movers surveyed there were items to be transported than what was originally estimated, thus voiding the original estimate and creating a new one. The Interstate Revised Written estimate document rescinds the estimate the customer had with Best and creates a new estimate with the movers, Traditional Express Van Lines. There is a disclaimer on the document that informs the customer "sign this document only if you agree to the new total estimated price. DO NOT sign this document if blank. Also, shipper moving more items/weight then was first anticipated and revised total estimated charges was approved in totality in person/prior to loading. Mr. signed this document, acknowledging that he agreed to the said terms listed.
Based on what the moving foreman surveyed in the home, he estimated the weight to be approximately 6,000 pounds, with $200.00 in packing services. Due to the estimated increase in the weight, the adjusted estimated balance that would be due upon delivery would be $3,947.53. Including the $1,000.00 the customer paid at pick up, the estimated balance would be only $2,947.23. However, once the truck was weighed, the final weight of the haul was 7,680 pounds (see attachments). Yet, the movers did not collect on the actual weight, neither did they impose the shuttle fee of $350.00 at the delivery location. This provided the customer a substantial discount of $1,358.00 for the increase in weight.
In relation to the shuttle service. Due to limited accessibility, at both locations a smaller truck was dispatched. Both customers were advised the standard vessel used for a cross country relocation was a semi-truck, yet due to this size truck not being accessible to the property, Traditional Express Van Lines dispatched a 26-foot truck to fulfill the move. The customer's mention of the shuttle service required at delivery not being noted on the contract is correct. Upon the original booking, Mr. was not able to provide the destination address, therefore we were not able to verify if a semi-truck was accessible. In addition, the customer provided the destination address on October 27th, AFTER the pick up was completed, again unable to itemize the need for the service on the contract.
We are regretful Mr./Mrs. had a less than favorable experience with their relocation. Best Interstate Moving + Storage did everything feasible to accommodate the customer needs. Mr./Mrs. solicited our service to facilitate their relocation for 3,843 pounds, this was successfully completed, thus fulfilling our contractual obligation.
(The consumer indicated he/she DID NOT accept the response from the business.)
Much of this is incorrect. To start, the moving company didn't use semi-trucks at pick-up nor delivery, nor did they ever make the effort to survey our properties to see if a semi-truck could be used at all. It could have. There was no reason why a semi-truck couldn't be used at either location due to both being very large and wide streets with plenty of room. We the customer, did NOT have a choice in the matter nor was it our decision.
Best Interstate made the sole decision to not use the semi-truck with no prior knowledge of any actual surveying of the property. The movers at pick-up and at delivery, didn't even know our address either time, and had to call us to retrieve the information. We were advised that the movers at pick-up would be visiting the property prior to the move to figure out what kind of truck they would need, and the parking situation. When they had to ask us about parking at pick-up, it was clear no actual research was ever done hence, Best Interstate making an erratic and uninformed decision to not use a semi-truck and trying to gauge us for more money when it wasn't necessary.
So to recap on the above, Best Interstate were the ones who decided to not use a semi-truck for no reason, did not advise us on their decision, did not survey the property, and wrongfully charged us on their discretionary decision on no prior basis, without our knowledge.
Additionally, the information in not providing a destination address is also incorrect. This company, in error, contacted us on the wrong date (October 17) looking for an address when the delivery date wasn't until October 25. This was the first available delivery date advised by us, the customer, however, the customer actually has a full month from the date of pick-up to have their items delivered. So when we provided our delivery address on October 29, we were still well in the time of our allotted first delivery date, NOT "AFTER" as the moving company wrongfully states in capital letters for no reason. The movers finally contacted us at 7:30am PST time on October 30 to say they would be moving our stuff that day, when per the contract, we were suppose to receive a 24 hour notice. However, 5 minutes before they were due to deliver our stuff, they cancelled on us. On October 31, after much hassle and complaining, they finally delivered our stuff.
The company is also wrong about the $200 packing materials charge. We paid this in cash to the two movers in Philadelphia and are happy to provide ATM withdrawal notices of this but prefer not to publicly posting our bank information on this website. So that charge is also a lie. This company is stating we had a $550 charge (the packing materials we paid for in cash per the mover's request, and the shuttle wrongfully used at Best Interstate's discretion when it wasn't needed, without any prior surveying. The moving company at our pick-up (two Russian guys that complained the entire time) were incredibly shady, unprofessional, underprepared, and barely got the job done. It shows the poor judgement of Best Interstate Movers on their terrible decision to hire such an unprofessional moving company, Traditional Express Van Lines, who were out of line and should not have been employed due to their incredibly unprofessional behavior.
Additionally, if we had not agreed to the new estimate document, then our stuff would not have been moved at all. So, Best Interstate's recommendation to not sign this agreement makes no sense since they were the ones who coordinated this entire move in the first place.
One other thing to note, is that my husband, Mr. was advised on the initial phone call by a *** that it would be no issue to hoist the couch. This is the only reason why we hired the movers. They promised something they didn't deliver on. If they had said no in the first place, then we would not have hired them and I wish we weren't lied to in the first place. Best Interstate, per *** the Manager, unfortunately claims they do not record their phone calls which is a shame, as this call could easily be pulled where my husband was advised that this mover would be able to hoist our couch without any issues and thus, be able to have the evidence of them indeed promising this service.
Lastly, none of the incompetencies we dealt with, especially with regards to ***, has been addressed. This company made mistake after mistake. Why aren't any of the many customer service mistakes addressed in this reply on how pathetic and poorly ran this company is? Is there a reason why we didn't receive an email about the original moving date at pick-up when specifically asking for it to be emailed due to being out of the country a number of times? Is there a reason why we received a phone call with the alleged moving date that was garbled, unclear and unable to be made out (when it should have been an email)? Is there a reason why we were told by *** we would have no issues hoisting a couch only to be told otherwise on the move date? Is there a reason why the movers making a huge mess in our apartment in Philadelphia, after loading everything into the truck wasn't addressed? Is there a reason why we received a call in error on October 17, a week and a half before our items were due to arrive, asking for the delivery address for that day?
In the end, we received our items, yes. Well, kind of, if you account for damaged and broken items. Due to the Traditional Express Van Lines poor job of loading, many of our items arrived broken and damaged and we have incurred hundreds of dollars in damages due to their negligence. We agree that Best Interstate did complete their contract agreement, however they did it very poorly, and with too many errors and inaccuracies. The poor customer service we received was nothing but abominable and this not being addressed is problematic in itself.
This is not good enough. We need a bigger refund amount due to the severe headaches, errors, mistakes, and frustrations we have experienced with this company.
(The consumer indicated he/she DID NOT accept the response from the business.)
We the customer did not receive any compensation from our many mishaps and errors caused from Best Interstate at anytime during this move.
Best Interstate did remove erroneous charges that should not have been on our bill in the first place due to us either not authorizing them, never needing the services, or already paying them.
Removing charges on a bill that shouldn't have been there in the first place is not the same as receiving additional compensation/reimbursement from a moving company due to their extreme and many incompetencies.
We agree that Best Interstate did contractually complete our move as stated but did so poorly and carelessly.
Best Interstate Moving +Storage is regretful the customer had a less than favorable experience with her relocation. However, the service that she hired our office to perform was fulfilled by hiring an authorized motor carrier that was able to transport her household goods. Again, our responsibility as a moving broker is to facilitate the relocation. Regarding the actual work being rendered or determination on what size truck is to be dispatched and driven by the driver, this is done by the motor carrier, not Best Interstate Moving+ Storage.
Once the customer expressed their grievance to our office, we negotiated with the motor carrier to provide the customer a significant discount due to the negative actions of their movers. As previously mentioned, Best Interstate Moving + Storage has contractually fulfilled our agreement and no compensation is warranted from our office as the customer as received maximum compensation from the motor carrier.
BIMS' nonbinding estimate solution is egregiously inaccurate; providing a bait and switch experience for customers.
We selected BIMS after reading some positive reviews online. We started by receiving some quotes from other moving companies, but ultimately settled on this broker.
Having done a cross country move before, our relationship with BIMS started as business as usual with no red flags. BIMS uses an "AI" to provide you your non-binding estimate of your shipping weight. You take videos of your house and submit through their app. With this system, BIMS provided my family a reasonable quote. As with most brokers, BIMS structures their contracts so that you pay in three parts: booking, pickup, and delivery. Once we paid BIMS our initial booking portion everything started falling apart.
According to automatic email responses, our service representative unexpectedly went on leave. BIMS failed to assign us a new representative and we could not get through to any representative who would help us despite calling numerous times. First, we were told that we should expect a call in the next day hearing from our newly assigned representative. We never received that call. We tried to reach out to BIMS time and time again, but had to rely on declaring ourselves frustrated and demanding escalation to management to be routed to someone who could help us, albeit clearly reluctantly.
As of the night before the move BIMS did not even bother to call us, as promised, to let us know when the movers would be on their way. Instead, we heard from the movers the day before the move. The movers did show up at the time and on the day that they told us. The next week we played the phone game with BIMS again in order to receive our total weight. It took nine days to receive our weight and therefore final rate (again, your estimate is non-binding).
We were quoted $0.73 per pound for our move at 6,305 lbs ($4602.65). Once we received our final weight we were shocked to find it at 8,880 lbs ($6482.40). This is a difference of 2,575 lbs ($1879.75). I understand that the estimate provided to us would not be exact; I fully expected to be plus or minus a couple hundred dollars on the estimate. The estimate is clearly egregious, and its hard to find how it could have been performed in good faith. I have filed a Revdex.com complaint against BIMS, claiming negligent estimation practices.
We have since had our goods delivered (by Cal Van Lines). While the delivery occurred within the time frame provided, we found ourselves subject to a litany of additional fees and are generally displeased with the condition of our goods and the service provided. The following sums up our experience with the company that BIMS contracted us out to (Cal Van Lines):
- hired-in local movers that did not protect our floors nor walls
- movers did not take safety precautions when laying the few mats they did, resulting in injury
- delivery of clearly damaged furniture and goods (that was not brought to our attention)
- numerous pieces of furniture left our residence fully assembled and were then disassembled in the warehouse without updating the inventory, leaving your wondering whether you truly received all your goods
- delivery of expensive furniture that could not be reassembled upon delivery without hours of labor (items were delivered to us in more pieces than initially received from the manufacturer after being disassembled in warehouse)
- improperly reassembled bicycles
- lazily reassembled lamps
For this reason I warn everyone PLEASE DO NOT USE THIS COMPANY. Do not trust them with your money nor your goods.
I am seeking the full difference between my quoted (nonbinding) weight and the actual weight at pickup. As stated in my complaint, some deviation is expected, but this estimate could not have been performed in good faith.
Ms. *** came into an agreement with Best Interstate Moving and Storage to facilitate her relocation from California to Illinois. Based on the contract, Ms. agreed to transport an estimated weight of 6,305 pounds and have $65.00 in packing services. The total moving estimate was $5,803.81 Our office collected $2,031.33 for our services. Barring any additional weight or required services, the balance due at delivery would be $3,772.48. Ms. also used our artificial intelligence videoing service to capture those items that would be transported. The process includes the customer using their smart phone as a camera to inform our office what would be packed and transported. In addition, one of our moving specialists contact the customer to review the captured images/video to ensure everything is noted properly. Based on the video submitted, the system calculated the estimated weight at 6,305 pounds. We received the signed contract via e-signature on August 15th, 2018; confirming she acknowledged and agreed with the said contract for services. Had our office been alerted to any sort of discrepancy, the necessary adjustments would have been made. Yet, we received no notification.
Included in the signed paperwork was the terms and conditions relating to move. Please note, the clause which reads, "Best Interstate Moving and Storage Guarantees our price NOT to exceed based on your item list below and the additional services elected". Should your inventory's estimated weight/volume increase at the time of pick up or should you require additional services, your price may change based on the agreed upon rate per pound and/or cubic feet. Simply stated, if the logistics of the move remain the same as originally booked with the customer is held to the estimate, however the moment there is a change, regardless of how minuscule it may be, the estimate is voided.
Best Interstate Moving and Storage LLC a licensed interstate broker, is not a motor carrier authorized by the Federal Government to transport household goods, instead we coordinate and arrange for an authorized motor carrier to perform the transportation service. The carrier used to transport the household goods was Cal Van Lines.
Ms. requested for her goods to be loaded between October 8th-October 10th. Please note, the dates are merely estimating as we cannot guarantee dates due to unforeseen circumstances that may transpire while the driver is on the road. Our records reflect Cal Van Lines began loading the customer's household goods on October 9th.
On the day of pick up, the movers presented Ms. with several documents that were required to be signed prior to any items being packed/loaded onto the truck. One document is the Interstate Revised Written Estimate. The movers surveyed there were items to be transported than what was originally estimated, thus voiding the original estimate and creating a new one. The Interstate Revised Written estimate document rescinds the estimate the customer had with Best and creates a new estimate with the movers, Cal Van Lines. There is a disclaimer on the document that informs the customer "sign this document only if you agree to the new total estimated price. DO NOT sign this document if blank. Also, shipper moving more items/weight then was first anticipated and revised total estimated charges was approved in totality in person/prior to loading. Ms. signed this document, acknowledging that she agreed to the said terms listed. (see attachment).
Based on what the moving foreman surveyed in the home, he estimated the weight to be approximately 9,500 pounds. Due to the estimated increase in the weight, the adjusted estimated balance that would be due upon delivery would be $6,368.22
We are regretful Ms. had a less than favorable experience with her relocation. Best Interstate Moving + Storage did everything feasible to accommodate the customer and her needs. Ms. solicited our service to facilitate her relocation for 6,305 pounds, this was successfully completed, thus fulfilling our contractual obligation. Unfortunately, we are not able to honor the customer' request for a refund.
(The consumer indicated he/she DID NOT accept the response from the business.)
Business does not even admit their estimation is extremely flawed and inaccurate. Their business model is clearly based on optimistically misleading prospects into being customers.
(The consumer indicated he/she DID NOT accept the response from the business.)
BIMS' automated system accepted pictures of our entire living space and all of our belongings. The company failed to even get close on an estimate (again the actual weight was 50% above non-binding estimate), and failed to provide a list of items that details the explanation of their benefit. BIMS did not offer an inventory detailing their estimate.
To reduce themselves to ad hominem attacks on the customer as "not experts at moving" is shameful. The customer has moved cross country multiple times using brokers, and this is their first truly negligent experience.
This complaint's scope does not include overages due to packing, but only includes BIMS' total inability to provide an accurate quotes using their automated "AI" solution. To provide a customer such a grossly negligent estimate is at minimum a dereliction of duty and, at worst, deceptive.
As previously mentioned, Best Interstate Moving + Storage was able to provide an estimate based on the images captured in the video that was submitted by the customer. To ensure nothing was omitted, our moving consultants reviewed the video with the customer and finalized an estimate at 6,305 pounds. This estimate along with the item list was signed by the customer on August 15, 2018, accepting all terms and conditions as well as acknowledging the items that were to be transported by the movers.
Furthermore, it is our experience that customers tend to adjust their furniture list from the time of booking to the actual date of the move. As such, we have a Quality control team that contacts the customer to review the account and make the appropriate changes to the furniture or the account if applicable. The customer was contacted on October 6,2018 to verify if there were any changes made to the furniture list or the account. The customer advised the representative there were no changes to be made.
Best Interstate Moving + Storage makes no attempt to defraud our customers in any way and pride itself on giving estimates that come within 97% of the final weight of the truck. All steps and procedures were done with Mrs. to ensure accuracy. However, the inventory sheets provided by the actual movers reflect there were additional items that were not accounted for during the booking phase.
I like that the prices are affordable, the experience with best interstate are great and helpful, they were professional & friendly. my belongings were in good condition. best interstate were courtesy to me. I will continue there service in the future.
This company brokered a move and I have no idea where my items are. Nor can I get a response on when I will receive them.
The movers have all of my belongings and $4000 check and I have no idea when I will get my items. I have called this company 5 times and they were to call me back each time to notify me once dispatch was in touch with movers and they have not. This has been emotionally exhausting. I feel like a victim of mover fraud and I pray this is not the case. I will also be going to law enforcement if this matter is not resolved as I feel as though all of my belongings have been stolen. I have the license plate, And DOT# of the truck. I'm so emotionally distraught.
Please finish the job and get me my items
Ms. came into an agreement with Best Interstate Moving LLC to facilitate her relocation from Louisiana to Texas. Please note, Best Interstate Moving and Storage is a licensed interstate broker and not a motor carrier authorized by the Federal Government to transport your household goods. Because of such, we coordinate and arrange for an authorized household goods motor carrier to perform the transportation services. Thus, the job was contracted to Traditional Express Van Lines.
During the booking process, Ms. provided the logistics of the relocation as well as submitted an inventory of the items that were to be transported. The estimated pick up dates were scheduled for October 11-October 13th; with a delivery window starting on October 13th. We aim to honor the estimated dates given, however due to unforeseen circumstances that may occur, we cannot guarantee any dates.
The distance between the origin and destination states was approximately 494 miles. Per Federal regulations provided on the Interstate Bill of Lading, the driver has thirty (30) business days, excluding weekend and holidays to deliver the household goods from the first date available for delivery. Ms. was picked up on October 14; therefore, making her first available date for delivery October 15th. Our office confirmed delivery was made over the weekend. The timeframe between October 14th and October 20th was approximately five (5) business days. This places the carrier, Traditional Express Van Lines still within the contracted delivery window.
Failure for Best Interstate Moving and Storage to provide adequate transportation service to move my household goods.
Best Interstate Movers is a broker who subcontracted a transportation service to move my household goods from New Jersey to Ohio. The initial delivery to my residence in Ohio on September 13 2018 showed missing boxes and large pieces of furniture. After several emails and phone calls spanning two weeks, Best informed me, by email, that my missing property could not be located. Knowing that information, I made out of pocket purchases to replace essential items. The items included, but are not limited to, a dresser, full size mattress, shoes, clothes, living room end table, and cookware. On October X XXXX, the transportation service informed me that they had located my missing property. Most of the out of pocket items purchased could not be returned since they had been used, special order or health code reasons (mattress). The second delivery still showed two missing boxes and damage to an antique desk (one of the missing items)
Partial refund to offset out of pocket purchases in the amount of 250.00
Mr. *** came into an agreement with Best Interstate Moving LLC to facilitate her relocation from New York to California. Please note, Best Interstate Moving and Storage is a licensed interstate broker and not a motor carrier authorized by the Federal Government to transport your household goods. Because of such, we coordinate and arrange for an authorized household goods motor carrier to perform the transportation services. Thus, the job was contracted to Traditional Express Van Lines.
While in the booking process, Ms. provided the logistics of the relocation as well as submitted an inventory of the items that were to be transported. Our booking coordinator discussed what was inclusive with her move and various options. Among the topics that were discussed was the standard valuation.
Up until the items are loaded, the customer can elect to purchase additional insurance. If the customer elects not to purchase the additional insurance, the claim will be processed at $.60 per pound per item; inclusive with the move.
Once the estimate was complete, the document was forwarded to the customer via email for review. Also included on the estimate are the standard terms and conditions of the move. In relation to claim for damage. Please refer to Subtitle "Claims" section 9; paragraph A. (see attached document).
9. CLAIMS.
A. Freight Claims: It is understood and agreed that the BROKER is not a motor carrier and that the BROKER shall not be held liable for loss, damage or delay in the transportation of CUSTOMER'S household goods or property. Motor carrier shall offer CUSTOMER the option to select additional coverage for the shipment of household goods. If CUSTOMER elects the option for additional valuation of coverage, motor carrier shall be bound to transport the shipment at the agreed to value between CUSTOMER and motor carrier. If CUSTOMER waives, in writing, the right to have the motor carrier transport the shipment at the full replacement value, the shipment will not be covered by additional coverage and the value of the shipment in the event of loss, damage or delay will be that value set forth by the motor carrier in their tariff and bill of lading. UNLESS THE ADDITIONAL COVERAGE IS SELECTED, CUSTOMER MAY BE SUBJECT TO A LIMITATION OF LIABILTY IN THE MOTOR CARRIER'S FREIGHT DOCUMENTS WHEREBY CUSTOMER'S HOUSEHOLD GOODS ARE VALUED AT $0.60 (SIXTY CENTS) PER POUND PER ARTICLE. In no event shall BROKER or BROKER's motor carrier be liable to CUSTOMER or anyone else for special, incidental, or consequential damages that relate to loss, damage or delay to a shipment.
On the day of pick up, Mr. was presented with the Interstate Bill of Lading Valuation Addendum. This document provides the customer the options of coverage in the event there were damages sustained during transport.
Option 1; Full Replacement Value Protection educates the customer that if any article is lost, destroyed or damaged while in your mover's custody, your mover will, at its option, either 1) repair the article to the extent necessary to restore it to the same condition as when it was received by your mover, or pay you for the cost of such repairs; or 2) replace the article with an article of like kind and quality, or pay you for the cost of such a replacement. Under Full Replacement Value Protection, if you do not declare a higher replacement value on this form prior to the time of shipment, the value of your goods will be deemed to be equal to $6.00 multiplied by the weight (in pounds) of the shipment, subject to a minimum valuation for the shipment of $6,000. Under this option the cost of your move will be composed of a base rate plus an added cost reflecting the cost of providing this full value cargo liability protection for your shipment.
Option 2; waiver of full replacement value protection. This lower level of protection is provided at no additional cost beyond the base rate; however, it provides only minimal protection that is considerably less than the average value of household goods. Under this option, a claim for any article that may be lost, destroyed or damaged while in your mover's custody will be settled based on the weight of the individual article multiplied by 60 cents.
Our records reflect Mr. elected option 2, ultimately choosing to receive payment of $.60 per pound per article in the event there were any damaged or missing items. (see attachment).
We are regretful Mr. *** had a less than favorable experience. However, he hired Best Interstate Moving + Storage to facilitate and coordinate his relocation from New Jersey to Ohio and this was successfully done. As his hired moving broker, we advocated on his behalf to receive the maximum monetary compensation in lieu of filing a claim and receiving only $.60 per pound per article. Our office has fulfilled our contractual obligation and payment is not warranted.
(The consumer indicated he/she DID NOT accept the response from the business.)
While Best Interstate Moving and Storage (BIMS) recited the legalities of my move, they failed to understand the purpose of their business...customer satisfaction. The fact they didn't get my origin and destination states correct is testament to their lack of customer detail. BMIS is responsible for all aspects of their business from hiring an employee to outside contractors. Whomever or whatever is working under their company umbrella, BMIS is responsible for their interaction and service to both their staff and their customers. Although I was aware that BMIS is not a carrier, they hired an inadequate service to move my household goods in which I had no say. When problems arose with the move, BMIS should have said to me "we will take care of that problem for you". Instead they turned me toward the carrier for me to deal with and fix the problem. They were also very quick in telling me to file an insurance claim against the carrier. I hired Best Interstate Moving and Storage to move my household goods and they are the people responsible from start to finish which includes everybody and everything in between.
(The consumer indicated he/she DID NOT accept the response from the business.)
The reimbursement amount offered will not do anything to compensate for my unnecessary out of pocket expenses to replace key items (some which cannot be returned) that I was informed could not be located.
As previously cited, Best Interstate Moving+ Storage is not contractually obligated to provide any monetary compensation or reimbursement for any out of pocket expenses incurred as a result of damaged or missing items. The funds are being extended as a good faith gesture and will be the maximum offered.
Best Interstate gave us a quote for moving our home items. the quote had a large discrepancy from what we were originally given and the final quote.
On August XX XXXX
We contacted Best interstate moving and storage for moving.
Reference # XXXXX
Estimated volume of 3686 lbs and 526 cuft. at $0.63 per pound .
They gave us a quote of $3462.18 and speaking with the moving coordinate *** . He told us we were given a wrong quote originally ($6100) and that this quote better reflected the true price of moving. he stated at most we would pay $1000 in addition to the 3462.18 he quoted us.
This is when we placed a deposit with best interstate moving and storage
On our moving day 9/27/2018 we were given a quote of $6122.11 by Rayan vanline who best interstate moving subcontracted to.
We called the best interstate moving on 10/11/2018 to figure out this discrepancy. Their representative *** stated that this was because we had given them a United Van Lines quote of $4827.33 for a shipping weight of 3686 l lbs. we agree that this is the quote we were given for that weight.
The final weight was determined to be 6540 lbs.
we agree that this is the final weight and we agree to pay the amount that is quoted
we would like though to complain in which the manner in which we were lead to believe that based on a video we sent that our items would not weigh as much as was estimated orginially and that best interstates moving's quote accurately reflected what our final moving costs would entail.
we also are dissatisfied with the moving company for stating we would receive our items 10/4/2018 and delaying delivery several times until 10/11/2018.
For future customers. THere should be transparent and open dialogue on what actual shipping weight and costs are. we were lead to believe our true shipping weight would be less than what was quoted originally. we are not happy with the customer service , advertising, sales tactics.
Mr. *** and *** came into an agreement with Best Interstate Moving and Storage to facilitate their relocation from Texas to Oregon. Based on the contract, Ms. agreed to transport an estimated weight of 3,686 pounds, packing services for $178.50 and other miscellaneous services for an estimated total of $3,830.78. Our office collected $1,025.55 for our services. Barring any additional weight or required services, the balance that would be due at delivery would be $2,915.63. To provide the most accurate estimate, we recommended Ms. to use our artificial intelligence videoing service to capture those items that would be transported. Based on the video submitted, the system calculated the estimated weight at 6,230 total pounds on July 30th. However, on August 22nd, the customer called and advised our office she had received an in-home quote from United Van Lines for 3,686 pounds and packing services for $4,827.23.
Although I paid my bill in full, I had questions regarding the fees. I forwarded an email to them on 9/20/20, I have yet to get a response.
On 8/22/, I received an email from Best Interstate Moving employee *** that my final balance due on delivery was $***. On 8/*1/, I received an email from Ms. that my final bill was $***. When *** movers arrived with my household goods, I paid $***. The final total still did not seem to be appropriate so I emailed Ms. The following info is a portion of the email.
"I was going over the figures I was *** pounds over the original estimate. So *** x ***=$*** (shipping cost), *** x ***=$*** additional storage (inserted explanation of storage costs (storage *** per pound)) Therefore $***+***=$*** is an additional charge. Furthermore, if my original storage bill without the free month (which Best Interstate Moving told me that I was entitled to and it would be applied) was $*** and the final costs was $*** for storage - what happened to my free month?. Additionally, Best Interstate stated (in writing) that my shuttle truck was going to be $*** but the final invoice that I got from *** stated $***. That's a difference of $***. I certainly did not mind paying (as I already did) what I legitimately owe. What I object to is the price fluctuating around and the movers charging me more (exception being increased weight/storage fees). Also, am I to understand that I was charged a full month of storage despite having my items stored an additional 2 weeks?" (end of piece of email)
Now my free month should have been 5/14/*** to 6/1*/. I should have been billed for storage from 6/14/*** to 7/1*/; from 7/14/*** to 8/1*/*** and from 8/14/*** to 8/*1/. My household goods were delivered from Maryland to Florida (*** miles) on 9/1/.
I wanted an explanation so I called and left a message for a supervisor, *** who had been helpful in the past. To date I have not received a call back. Furthermore I emailed Best Interstate Moving *** on 9/20/. I received an "Automatic reply" about not being in the office. To date, no further emails have been received.
My initial weight estimate was *** pounds @*** per pound. The final weight was ***0 pounds. The adjusted estimate that *** gave me upon pickup was *** pounds. The initial estimate is as follows: Binding Est. $***. The charges were Transportation Fee $***; Pickup storage in transit $***; Pickup shuttle $***; Fuel Surcharge $***; Binding Estimate Fee $***. On 4/9/*** I paid a deposit of $***. Upon pickup they redid the estimate at *** pounds and stated the new charges were as follows: Transportation Fee $*** Fuel surcharge $***; Storage $***; Shuttle $***; Binding Estimate $*** Totaling $***. Deducting the $*** that I paid it would be a balance of $***. Upon pickup I paid an additional $***. Before being weighed at the scales the balance would have been $***. This had to be adjusted because the weight was *** pounds NOT *** pounds.
Now I was told that the storage fee was *** per pound but the figure per pound was obviously less that I was informed.
Now this is the final invoice that I was emailed: Total move cost $***; original weight ***; final weight $***0 x.=$***; fuel $***; binding $***; deposit $***; paid at pickup $***; packing $***; shuttle $***; Storage in transit months $*** x =$***; final balance due at delivery $***.
Please keep in mind that the original $***.00 for storage did NOT deduct my free month. I just want a response to the two questions in my email. 1. Was I billed for an entire month of storage instead of 2 weeks? 2. Why was there an increased in the costs of the shuttle
truck? What made the final cost rise from $*** to $***? How did Best Interstate arrive at the balance of $***?
I want my questions answered. 1. Was I billed for an entire month of storage instead of 2 weeks? 2. Why was there an increased in the costs of the shuttle truck? 3. How did Best Interstate arrive at the final balance of $***? 4. What made the final cost rise from $*** to $***?
Ms. came into an agreement with Best Interstate Moving and Storage to facilitate her relocation from Maryland to Florida. Based on the contract, Ms. agreed to transport an estimated weight of *** pounds, storage in transit services for an estimated $*** and shuttle service estimated at $***. The total moving estimate was $***. Our office collected $*** for our services. Barring any additional weight or required services, the balance due at delivery would be $***. We received the signed contract via e-signature on April 9th confirming she acknowledged and agreed with the said contract for services. (see attachment).
Included in the signed paperwork was the terms and conditions relating to move. Please note, the clause which reads, "Best Interstate Moving and Storage Guarantees our price NOT to exceed based on your item list below and the additional services elected". Should your inventory's estimated weight/volume increase at the time of pick up or should you require additional services, your price may change based on the agreed upon rate per pound and/or cubic feet. Simply stated, if the logistics of the move remain the same as originally booked with the customer is held to the estimate, however the moment there is a change, regardless of how minuscule it may be, the estimate is voided.
Best Interstate Moving and Storage LLC a licensed interstate broker, is not a motor carrier authorized by the Federal Government to transport household goods, instead we coordinate and arrange for an authorized motor carrier to perform the transportation service. The carrier used to transport the household goods was *** Transfer and Storage.
Ms. requested for her goods to be loaded between May 14- May 16. Please note, the dates are merely estimating as we cannot guarantee dates due to unforeseen circumstances that may transpire while the driver is on the road. Our records reflect *** Transfer and Storage began loading the customer's household goods on May 14th.
On the day of pick up, the movers presented Ms. with several documents that were required to be signed prior to any items being packed/loaded onto the truck. One document is the Interstate Revised Written Estimate. The movers surveyed there were items to be transported than what was originally estimated, thus voiding the original estimate and creating a new one. The Interstate Revised Written estimate document rescinds the estimate the customer had with Best and creates a new estimate with the movers, Best Price Moving and Storage. There is a disclaimer on the document that informs the customer "sign this document only if you agree to the new total estimated price. DO NOT sign this document if blank. Also, shipper moving more items/weight then was first anticipated and revised total estimated charges was approved in totality in person/prior to loading. Ms. signed this document, acknowledging that she agreed to the said terms listed. (see attachment).
Based on what the moving foreman surveyed in the home, he estimated the weight to be approximately 4,000 pounds. Also, due to the increase of estimated weight, the fees imposed for the storage in transit and the shuttle service also increased. The adjusted estimated balance due would now be $*** (see attachment)
Ms. notified our office she would be able to accept delivery as of August 23rd. Please note, the customers household goods were loaded on May 14th. The estimate provided by Best Interstate Moving + Storage is inclusive with one month free of storage. This time would lapse on June 13th. Based on the contractual agreement, the customer would be charged at a rate of $.*** per pound for the actual weight of *** pounds. This would equate to $*** for each remaining month in storage; this cost is not set to be prorated. Therefore, from June 14th-July 13th ($***), July 14-August 13th ($***) and August 14th-September 13th ($***). Total cost for storage in transit service compute to $***. However, the customer was only charged $***
As it pertains to the cost of the shuttle fees. The fees imposed for this service are derived based on the customer being charged $*** per thousand pounds. As previously cited, due to the increase in the weight to *** pounds, the cost of the shuttle was revised to $***.
Our records reflect Ms. paid less than what was contractually owed to the movers. Please see breakdown of the actual numbers:
Actual weight: *** pounds X $.47 (price per pound): = $***
Fuel surcharge 9%: = $***
Binding fee: $***
Shuttle service: $***
Storage in Transit: $*** ($*** x 3)
Total Cost of move: = $***
Deductions:
Reservation payment made to Best Interstate Moving + Storage: = $***
Payment rendered to *** Transfer and Storage at pick up: = $***
Balance that should have been paid at delivery: = $***
This is a difference of $*** from what was paid at the time of delivery. At no time was the final cost of the move ever $*** instead the remaining estimated balance would be $*** as noted in the opening paragraph and also on the signed contractual agreement.
While we are regretful Ms. had a less than favorable experience, no refund is warranted based on the enclosed information.
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept their response as I just wanted my questions answered - not a refund. Additionally, in their response it was stated that at no time was $*** given as my final balance due at delivery. I totally disagree. I received an email dated Wednesday, 8/22/18 at 9:50 am from their employee stating, "...As we discussed you final balance due at del is $***." My experience with this company has not been pleasant and I will not utilize their services again or recommend them.