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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Used the moving service and received extremely poor service. Company is not responding to my correspondence and I'm still missing items.
When moving from San Antonio, TX to Virginia Beach, VA I had an extremely poor experience with this company.
The pick up did not go well, personal property and the apartment I was leaving were both damaged during the pack out. The weight of the shipment was over what was expected (I had just previously moved from Bremerton, WA to San Antonio, TX with very different weights). Paperwork was not given to me in regards to charges and expenses. The pick up date was changed at the last minute, which caused difficulties in our transit and reservations.The inventory was not completed well, most of the inventory listed 'box'. My wife and I packed most of the boxes (leaving them open for inspection, if needed) and I was charged 'crating' fees and their were no crates made for my items. They were at our apartment for 4 hours and 15 minutes (to include lunch from my wife) and they charged for 5 hours. Delivery was no better, the dates were changed several times. We had to find additional housing to stay while we were waiting for the goods. The movers were the same ones from TX, and the Best International Moving and Storage guaranteed our shipment would be re-weighed before delivery. The movers refused to re-weight the shipment once they were here in Virginia for delivery. I have been told I would be compensated for this, but nothing received to-date. During the delivery, I was trying to keep track of all the boxes being delivered - I was 17 boxes short on the inventory and had 15 boxes that had no inventory sticker on them at all. Movers insured us they had delivered all the household goods. We are still missing items. After talking to the Best Interstate Moving and Storage Company, they ensured me I would get an answer back within a week as to where the remaining items were, I still have not heard back from them. I have e-mailed my agent (***) and not received any response back. I wanted to give this company a *** to make this right, but they continually let me down and ignore my e-mails and phone calls. To-date I have paid over $10,000 and received extremely poor service. I guess the company has a new phone system because I have been dis-connected over 20 times or just dropped while trying to talk to them. I have kept all of my e-mail correspondence to back up what I am saying (as well as my move from Washington to San Antonio with their weight charges). It has been over a month and still no resolution. My wife is heart stricken that many items which were gifts, or purchased overseas and cannot be replaced are missing.
Find out why we were charged for crating fees when their were no crates made for our goods. They wrapped items in cardboard, blankets and cellophane and charged $120 for each item on top of the regular fees? We would like to have our personal goods back. We would like to be re-reimbursed for the weight difference - even though we can no longer re-weigh the shipment - we moved from Washington to San Antonio with 295 boxes and a weight of 9100 lbs. The weight we were charged for with this Company from San Antonio to Virginia Beach was 9800 lbs and only 205 boxes. My wife and I sold, gave away and donated truckloads of items to lighten our moving weight because we wanted to lessen our expenses.
Mr. *** came into an agreement with Best Interstate Moving and Storage to facilitate his relocation from Texas to ***. Based on the contract, Mr. agreed to transport an estimated weight of 10,346 pounds and have $660.50 in packing services. The total moving estimate was $10, 228.98. Our office collected $3,068.69 for our services. Barring any additional weight or required services, the balance due at delivery would be $7,160.29. We received the signed contract via e-signature on *** 31,2018; 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 *** 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 Rayan Van Lines.
Mr. requested for his goods to be loaded between June 11th-13th. 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 Best Price Moving and Storage began loading the customer's household goods on June 13th.
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 packed 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, Rayan 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. (see attachment).
Based on what the moving foreman surveyed in the home, he estimated the weight to be approximately 9,500 pounds and an increase in the packing service of $905.00. Due to the decrease in the weight and the increase in the packing service, the total estimated charges were $9,827.98.
Mr. expressed his discontent with the weight and disputed the balance. As his hired moving broker, Best Interstate Moving + Storage advocated on his behalf to Rayan Van Lines. This resulted in the movers being advised the truck must be weighed prior to delivery in the presence of the customer. The carrier agreed to have the procedure done to validate the authenticity of the weight.
Upon learning from Mr. that movers failed to weight the truck prior to delivery, our office was able to negotiate a settlement of $245.00 that was to be paid from Rayan *** Lines for the procedure not being done.
Please note, Mr. was not charged for any additional weight. On the contrary, his weight was 10,072 pounds; 274 pounds less than the estimate signed with Best Interstate Moving + Storage. The increase was derived by the additional packing services warranted to properly transport the items. As previously referenced, the customer was estimated to have $660.50 worth of packing services, however the movers packed $905.00 worth of goods. Again, Mr. signed documents agreeing to the packing material and the associated cost (see attachment).
In relation to the missing items, management has reached out to Rayan Van Lines to verify if the items were located, unfortunately their company have not been able to locate as of now. The owner of Rayan *** Lines has informed our office that he will continue to search for the box, however in the event he is not able to locate the item, he will forego the mandatory standard valuation of $.60 per pound and provide compensation. This will be in addition to the $245.00 the customer will receive for the movers failing to perform the reweigh.
While Best Interstate Moving + Storage is not directly responsible for the missing items or the increase in the packing charges, as a good faith gesture and to appease Mr., our office will extend courtesy compensation in the amount of $300.00. As these funds are not warranted as a refund and being issued as a courtesy, a release form will be required prior to the funds being released. Mr. will receive this document via email. Once our office has received the signed document, the funds will be processed back the credit card we have on file.
(The consumer indicated he/she DID NOT accept the response from the business.)
I did receive a check from Rayan for $300, this does not even come close to cover the cost of the goods which were lost. It would start to cover the costs from the weight discrepancy and possibly some of the over charges from the crating charges.
I assume the $300 was $245 for the weight issue and $55 for the lost goods, as per the response received. We don't want money, we would like to have our goods back.
Again, we appreciate the efforts by Best Interstate Moving and Storage but we can't settle for what was listed in the response.
While we are happy the customer has received the check from the motor carrier, management will instruct Rayan *** Lines to continue to search for the missing items. Once there is confirmation the items are located, the customer will be updated.
To be honest, I would say I have a mix feeling about this relocate experience. I am very satisfied that all my stuff was in good condition and nothing's lost. But I did feel frustrated sometimes when communicated with Best Interstate. I think part of the reason is that they are using a contracted mover and this may cause a longer communicating time.
However, I am very pleased with Kelsey's help. She is responsible and efficient, and almost the most helpful customer service I have encountered.
I found this company's methods to be intentionally misleading and their service to be severely lacking. I felt they charged me for their mistakes.
I was moving from Tuscaloosa, AL to Stillwater, OK. I shopped around for companies to make this move and chose Best Interstate Moving because they seemed like a legitimate business with the lowest bid. However, their bid was based off a weight estimate of the items in my home that ended up being off by almost half the total weight. I asked repeatedly if the binding estimate I was given would be the top amount I would pay. I was assured, multiple times, that as long as I didn't add anything to the moving roster, I would only pay the estimate or less. So, I made sure to stick to the roster, even going so far as to sell off some items from the roster before I moved to stay under the estimate. They gave me a three day window to move and said I could change the moving date as late a a few days before the move. I did change the date of the move, but it was within the time frame they had allowed me, and I moved the moving date back to allow more time for the move. However, the company did not contact me again in the lead up to the move. On the first day of the 3 day moving window I called them, and found that they didn't have a local carrier to move me. I called the next day and found that they still didn't have a mover. On the third day they told me the same thing. So I started gathering information and making plans to move myself with a U-Haul, but they called me in the afternoon of that final day of our moving window and said they found someone, but they couldn't get to us until the next day. I consented to use their carrier, despite the fact that the day I was moving was outside of my window. The carrier they chose was delayed by weather and couldn't arrive until Saturday. I then didn't arrive at my new apartment until Sunday, which meant I couldn't move in until Monday. Because of that, my wife and I had to miss our first days of work at our new jobs, which cost us money and first impressions.
Additionally, the local movers walked through the house and made their own estimate of the weight. They wrote up a new contract for me to sign. On it, they brought my attention to the fact that I was being charged the same amount Best Interstate had said I would be paying for both weight and insurance. However, they did not point out the new estimate they gave me, which was nearly double what Best Interstate quoted me. I perhaps should have been more thorough in reading the document, but I had been assured on multiple occasions that I would not pay more than the binding estimate, even if my weight was over their estimate, as long as I didn't add to the roster of items to be moved. I had not added, only subtracted, so I thought I was good. I ended up having to pay nearly double what I was quoted, due to the weight being substantially more than was estimated by Best Interstate. I went over the roster and found that I did not add a thing and subtracted numerous items, meaning my weight should have been less. But it was more. I feel like they purposely undersold the weight to get me to choose them. When I complained, they insisted I pay and took weeks to resolve the matter, despite my numerous calls. I was also told that the recorded conversations I had with their representatives had been erased, so they could not verify my claim that I had been told the binding estimate was the max I would pay. I asked for those claims to be verified, but they said the person who gave me my estimate was no longer working there. They ended up offering me only $200 for my troubles and their breach in contract, which is just a little more than my wife lost in missing her first day of work. It didn't touch the amount I could have lost if I wasn't salaried and did nothing to address the punitive issues and frustration from the move. I feel that the issues were entirely of their making, but when I called, they made me feel as if I was being unreasonable and were very aggressive and unapologetic. I am seeking redress in the form of a financial rebate.
I would like to be paid a rebate for the company missing my moving window, causing me to arrive in my new home four days late, causing my wife and I to miss our first days of work and for the difference in what I was quoted and what i ended up paying. They quoted me at $3,748.81. I ended up paying $6,230.82. I would like the difference back, which is $2482.01. That's just the difference in what I paid and what I should have paid.
Mr. came into an agreement with Best Interstate Moving and Storage to facilitate his relocation from Alabama to Oklahoma. Based on the contractual agreement, Mr. agreed to transport an estimated weight of 4,389 pounds for an estimated total of $3,748.81. Our office collected $1,024.64 for our services. Barring any additional weight or required services, the balance due upon delivery would have be $2,724.17. We received the signed contract via e-signature on July 17,2018; 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 JT Express moving.
Mr. requested for his goods to be loaded between August 7th- August 9th. 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. Unfortunately, the movers were not able to load the household goods during the original contracted dates. Please note, per the Interstate Bill of Lading when relating to pick up and delivery schedule: If the mover fails to provide the service as agreed, you are entitled to be compensated at a predetermined amount or a daily rate (per diem of $30.00) regardless of the expense you might have incurred because of the mover's failure to perform. The customer confirmed with management he received $500.00 as compensation for the late arrival.
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, JT Express 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. This new estimate may only be signed BEFORE moving services begin. DO NOT sign if truck loading has begun.
Based on what the moving foreman surveyed in the home, he estimated the weight to be approximately 8,700 pounds and added packing services for $200.00. Due to the estimated increase in the weight and the added services, the adjusted estimated balance that would increase upon delivery.
Mr. signed the document acknowledging his acceptance of the revised estimate and required services. In addition, he initialed two separate clauses: 1. shipper moving more items/weight then was first anticipated and 2. revised total estimated charges were approved in totality in person prior to loading. (see attachments).
The customer contacted our office on August 18th and was able to speak with a supervisor regarding the balance as he did not have all the funds available for delivery. The customer agreed that he had signed the Revised Written Estimate for 8,200 pounds on the day of pick up and never disputed the weight with the supervisor. Had Mr. disputed the weight of the shipment, we would have informed the customer of the reweigh procedure. This procedure consists of the movers weighing the truck again prior to the delivery in the presence of the customer. This would have allowed Mr. the opportunity of validating the weight in person subsequently providing the balance.
Best Interstate Moving + Storage is regretful Mr. had a less than favorable experience with his relocation. While our office is not directly responsible for the delay at pick up or the increase in the balance, management extended a good faith offer in the amount of $200.00 for the time missed at work. This was a provision made outside of standard policy of only receiving $30.00 a day for a delay. As mentioned, the customer's load dates were August 7th-August 9th. The movers secured the load on August 11th, only a 2-day delay. Based on policy, the customer was only warranted $60.00 for the delay. However, the movers, JT Express Moving extended $500.00 compensation as well as Best Interstate Moving + Storage extended a good faith gesture of $200.00.
Based on the information provided the customer is not warranted any additional compensation.
(The consumer indicated he/she DID NOT accept the response from the business.)
I, Mr., acknowledge that I signed the revised document, albeit quickly as my movers had arrived two days late and time was ticking down to the day I needed to be in my new home. However, I stress that I was actively misled by an employee of the company, who told me that the binding estimate was the *** I would pay, as long as I didn't add any additional items to the moving roster. While I admit I should have been more thorough in reading the document, I can attest that I was not the most vigilant in that moment, partly due to my hurry and also because I had verbal assurance that I was not going to be paying any more than the amount I was quoted from the Best Interstate Moving agent.
I also do not dispute that I was paid $500.00 from J.T. Express moving. However they offered that sum to offset the personal expenses incurred in those additional days of waiting which included food (I had already packed up my kitchen items) and having to spend two nights in a hotel. They offered me more than was initially requested as they acknowledged that the process was unclear and I had suffered undue hardship in this move.
I do not disregard or even contest the contractual language of the documents that I signed, which is why I am not taking this matter up in a court of law. What I do contest is the misleading business practices that led me to paying far more than I desired for this move. I had quotes to pay this much from other companies, however those companies would have packed me up and moved with me for the price that I paid Best Interstate for a far lesser quality of service. I spoke with the compliance officer for Best Interstate Moving who acknowledged that if I had been told that the estimate was binding, that I should not have to pay more. However, in subsequent phone calls over a three week period I only reached the compliance officer once despite leaving multiple messages. When we had spoken previous to that gap, she told me she would pull the recordings and listen to see if I had been told the estimate was binding, which I know I had been told. Many weeks later after hearing next to nothing from the company, I was contacted by a manager who told me that the transcripts of those calls had been erased, which therefore left me no other recourse to support my claims. When I explained that the assurances I had received from the agent had been the reason I had been less than vigilant in the signing of the paperwork, I was told unequivocally that there is no way I could have been told that. Seemingly, this statement is where my entire argument rests, but, conveniently, this statement cannot be vetted as the employee no longer works for Best Interstate and the transcripts have been erased.
The company clearly has very detailed and thorough contractual language to shield it from numerous liabilities in the moving process. I understand that legally my recourse is limited, however that is why I am hoping to resolve this through the Revdex.com. I believe the company is hiding behind their contractual language to avoid acknowledging my complaint, which is based off a verbal understanding. While that verbal understanding would be voided in a court of law by the existence of later written contracts, in good business practice I know you try to deal honestly with the customer. I believe that Best Interstate Moving is not doing that, and despite all of their established practices about moving language and contracts, they have yet to speak to my actual complaint, which is that I was told the estimate was binding by an employee. All attempts by me to verify that have been stonewalled and have led nowhere. The employee no longer works for the company and the transcripts of the call have been erased. The rest of the language is immaterial to the fabric of my complaint and that is the one area where Best Interstate Moving has not demonstrated any sort of acknowledgement of my issue.
It is frustrating to get bad service. It is frustrating to pay more for something than you think it should cost. It is infuriating when both happen in the same instance and greatly inconvenience an individual in a stressful time. That is what has happened to me. Regardless of the contractual language, my verbal understanding precluded all later discussions and led to my misunderstanding of what would be happening. This is my central complaint, which has not been addressed by the company.
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, I feel like the issues to which I speak are not being addressed. I acknowledge that the packing I added cost $200. Why am I not paying $200 extra? Why I am paying $3000 extra?
I am unable to open the file, as I mentioned in my last email. You continue to say I added items to the roster. What items? Will you tell me those items and include them in the body of your response? That's what I asked you to do last time, but instead you re-sent a file that I said I cannot open. I am unsure why. I opened a WinZip file yesterday. I tried to open this one on two computers. Both times I was told that I did not have permission to access this file. So, I ask again, will you list the items I added to the moving roster? Put them in the body of your response, please, so I can compare them to the list I have.
And, again, there is no discussion of the phone conversations. I was told over the phone that the binding estimate is the max I would pay by an employee. That employee is no longer working there and the company claims my phone record was deleted. So, the crux of my case is conveniently unable to be proven true. However, they still cannot prove that it is false. While perhaps not illegal, such business practices are certainly unethical. Alas, they continue to point out that they paid me $200 as a good faith gesture. However, I paid 30 times this for terrible service and they took home over 10 times that for their "services". I am unsatisfied and feel that I should warn others of this company's predatory business practices. Hopefully filing this complaint will do that.
In addition to the added packing, there was also additional items (see attachment). Mr. signed the contractual agreement that informed in the event there was additional weight, he would be charged at the rate of $.70 per pound per article.
Management advised Mr. the recordings are not available as the employee is no longer employed at Best Interstate Moving + Storage. Mr. is failing to understand the verbiage he is citing, "The binding estimate is the max he would pay" is correct. However, it's stipulated and bound to the terms that he signed for in the original agreement. The moment there is a change of any magnitude, the estimate is rescinded, and a new agreement is made. Thus, the Interstate Revised Written Estimate that he signed at the pickup, confirming his understanding and agreement to pay the revised total balance.
Service was great, movers that were hired were fast and nice. The people at Best Interstate were very helpful when it came to planning the move and the cost of everything.
Contract was with Best Interstate Moving and Storage. They contracted carriers who overcharged us by weight and amount per weight.
We have a Wisconsin to Arizona household goods move contract with BIMS. Their contracted carrier, Best Price Movers, charged for a weight that was 3,300 pounds over actual weight. They also charged $0.75 per pound over estimate and BIMS contract was $0.50 per pound, no matter the weight, even if over estimated weight.
I was not aware of the overcharge until after the paper invoice arrived with the delivery. In order to pay with credit card and not cash or money order, we had to pre-pay by phone, the amount they SAID we owed, prior to the van delivery.
Our before and after delivery truck weigh-in showed our goods were 262 pounds under estimated weight. The carriers also charged for tape, wrap, and other packing supplies that were supposed to be included in BIMS contract. The day the carriers arrived to pack us up (7 am on a Sunday, the driver had me sign that I would pay all these packing fees and excess price per weight over estimate or they wouldn't pack us up. I refused, so they were not going to pack us up. We had to move out and be across country in a matter of days, so I signed it and immediately emailed my point of Contact,*** Brooker, and left a message on her phone that I was upset about the discrepancy of fees. Someone, I believed named ***, did call back to speak with me later, but I was out packing the truck. I did speak with*** who reassured me that the carrier driving was just following their company's charges, but they contract with BIMS so we will not be charged the extras. I have called Best Interstate Moving and Storage once or twice a week now to resolve this. Nearly 2 two weeks ago, I was informed they neither had a copy of the invoice their contracted carriers charged me, nor the truck weight ticket. I promptly provided them to her. Our household goods were delivered over 6 weeks ago. Don't get me started on the bed frame we are missing and the box we have that belongs to someone else. We know the other family's home is nearby, as the truck stopped to drop off some things from the truck that were not ours on the way back to the weigh station. I am owed $2,780.50 from Best Interstate Movers, plus the interest my credit card has charged me for the Aug and Sep bills for this amount. The quality of the delivery is another story I can address with a Revdex.com complaint for the carriers. Less than 24 hour notice, then do not show but come early the next morning when we are not there. Come back in the evening with inexperienced movers (literally, one was found at a street corner looking for work) who didn't know how to match a big red "bedroom 1" label with a big red sign on a door that said "bedroom 1" etc (after explaining to them the system), or put "fragile" boxes right side up and not at the tip top of a high stack of boxes or at the bottom of a heavy load, and our thought to be organized shipment was all over the place. They said it was too late at night for them to set up the bed loft, our platform scandinavian bed, and our dining room table, so late evenings after work trying to get settled ourselves added to the stress.
Refund for the appropriate amount in a timely manner. Returning the bin that is someone else's to them.
Ms. came into an agreement with Best Interstate Moving and Storage to facilitate her relocation from Wisconsin to Arizona. Based on the contract, Ms. agreed to transport an estimated weight of 14,742 pound for a total moving estimated cost of $8,940.04. Our office collected $3,129.01 for our services. Barring any additional weight or required services, the balance due at delivery would be $5,811.03.
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 Best Price Moving and Storage.
Ms. requested for her goods to be loaded between July 14th- July 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 Best Price Moving and Storage began loading the customer's household goods on July 15th.
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 Interstate Moving + Storage 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. A part of the revised estimate was the additional estimated weight of 5,000 pounds to be charged at a rate of $0.75 (see attachment).
Based on what the moving foreman surveyed in the home, he estimated the weight to be approximately 19,742 pounds with $371.00 worth of packing services. Due to the estimated increase in the weight and the additional required services, the adjusted estimated balance that would be due upon delivery would be $10,267.99
Ms. expressed her discontent with the weight and disputed the balance. As her hired moving broker, Best Interstate Moving + Storage advocated on her behalf to Best Price Moving and Storage. This resulted in the movers weighing the truck again prior to delivery in the presence of Ms..
Once the truck was weighed again, the customer submitted the weight tickets to our office reflecting an actual weight of only 14,480 pounds and not 19,742 pounds as initially charged for. Please note, Best Interstate Moving + Storage makes no attempts to deceive our customers in any fashion and immediately alerted and reprimanded the motor carrier, Best Price Moving and Storage of the infraction.
Our compliance manager was able to compute the actual refund the customer was entitled to by honoring the agreement signed with Best Interstate Moving + Storage. Management has notified Ms. of the refund she would receive in the amount of $2,902.36.
While Best Interstate Moving + Storage is not directly responsible for the discrepancy in the weight and the inflated fees, our office is consuming financial responsibility in the amount of $1,321.79. These funds will be processed back to the customer's credit card in which the reservation payment was submitted as a good faith gesture. Depending on her financial institution, the funds will post in 5-7 business days.
Best Price Moving and Storage is scheduled to mail the customer a check in the amount of $1,580.57 within a week.
Ms. has been notified of this arrangement and is in agreement, therefore considering the case resolved.
(The consumer indicated he/she DID NOT accept the response from the business.)
I chose Best Interstate Moving and Storage because the online ratings were very good for their low cost, honoring their quoted estimate, and customer service. I would agree with the low cost estimate, only.
I also wanted a traditional moving van, rather than a pod or a 26 foot trucks as my employer's relocation service recommended. My family did not want to be volume limited.
I do not see where the problem came, as my inventory and weight were within the estimated inventory.The carriers that BIMS contracted overcharged us for 5,262 pounds of goods that did not exist, and at a higher rate than that contracted with Best Interstate Moving and Storage (I will refer to as BIMS).
Be aware that BIMS does not come to the home, but does a phone inventory. According to the BIMS response to Revdex.com above,
"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."
This is an impossible stipulation of the contract. You, the customer, better have an exact inventory, or the contract is void. Apparently, your household goods should be completely packed with a complete item and box count, weighed, before you book with them. When I booked the move, and on at least 2 other occasions, I disclosed to BIMs that I want to make sure we were not weight or volume limited, therefore we wanted a real moving van. Counting inventory on large items that would not be boxed, such as furniture, television, exercise equipment, tools and bicycles, is fairly straight forward. Estimating number of boxes to pack 17 years of belongings in a 1900 sq foot basement: toys, books, holiday decorations, camping gear, sentimental keepsakes, and a full room of photographer's studio equipment (that may need a lot of cushioning/larger boxes) is an estimate only, and a very difficult one to make. My booking agent was aware of this dilemma and said she would put down the higher volume usually packed, based on the square footage of our basement.
Each time I was assured that there will be enough room on the moving van, and that if the weight is over that estimated, I simply pay $0.50 per pound of that weight (however, we did not go over the estimated weight anyway). These telephone calls were monitored for quality assurance.
Best Price Movers, the carriers that Best Moving and Storage contracted, arrived approximately 0730 on a Sunday morning (July 15th). I met them at our storage locker 1 mile away from our home. They came with a 26 foot moving truck. Aghast, I told them I was told we would be moved in a full size freight moving van. They said another 26 foot truck was arriving and that they would take these trucks to Chicago to load a moving van. The foreman presented me with papers to sign that were for terms completely different from the terms I signed with BIMS. They added cost per roll of tape and plastic wrap that they would use to put blankets around our goods, emphasizing a few times that "blankets are free!" (I should hope they would protect our furniture with blankets as part of the idea of moving furniture!) There was also a clause that every pound over the estimated weight would be charged at $0.75 per pound.
I immediately called *** my move coordinator with BIMS, and left a concerned message (it was early Sunday morning) about this separate contract. I informed BIMS that I signed these papers anyway, rather than sending the movers away, because we were obligated to be moved out of the home by Tuesday, and my family had to drive across the country to be in AZ by Friday. I later did speak with my moving point of contact at BIMS, who verbally reassured me that the contract I signed with BIMS would be honored, that the driver was just giving his company's usual paperwork and must not be aware that his company have a contract with BIMS, and that I would only be charged per the original BIMS contract I signed. Apparently there is a large disconnect between what BIMS moving facilitators tell us, what the BIMS contract says, and the driver from the carrier they contract tells us.
As per BIMS response:
"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 Interstate Moving + Storage and creates a new estimate with the movers, Best Price Moving and Storage."
This is inaccurate, as the moving crew did not have a visual inventory of our household goods at the time of my signing their papers, as they had not been to our home yet. We had a fairly sparse storage locker that we had just rented while we had our house on the market, with only a few furniture items (desk, bookshelves, file cabinets, TV stand and boxes) from what would take up the space of a home office. These items were on our inventory list.
Once we came to the house, and the foreman saw the boxes stacked in our basement (he may have been overwhelmed by the ping pong table, bookshelves and other furniture in the basement that I reassured him were NOT moving with us), he expressed that this was more than they expected and that they were supposed to be loading another home on their two trucks. Again, I had previously been reassured by BIMS that this would NOT happen, as that is why I chose BIMS in the first place. Nonetheless, Best Price Moving did load our belongings, complaining that they had to send a different 26 foot truck to another customer later that day. I must add, however, that the crew of movers on the Wisconsin/loading end were very good at what they do and were very efficient and polite.
Nineteen days of hotel living later, Best Price Movers delivered our goods to our new house in AZ, with a 23 hour notice of their arrival. In order to pay the final balance by credit card, I had to pay by phone to Best Price Movers' main office BEFORE the delivery. I was shocked at the charge that was almost twice expected. I doubted that our weight was that much over, but, again, we long awaited our goods, so I paid it. We decided to have my husband meet the moving van at the truck weigh station. The moving van had already unloaded another family's shipment from our truck, indicating that two families indeed fit on the moving van. Our before and after truck weight indicates that we were just UNDER our original estimated weight.
I called BIMS at least once a week, trying to get the refund on the over $2,700 overcharge, and was usually told the person I needed to talk to was on the phone and would call me back, but seldom did. When I did speak with someone, she repeatedly told me she had to still do the calculations and would call me back at a given time. I was not called back. Weeks later, when I did speak with someone, I asked why subtracting 14, 480 pounds from whatever weight I was charge for took over a month, I was told that BIMS never received a copy of the final invoice nor truck weigh slip from Best Price movers. I emailed these to her and her manager a week later when she didn't call back. I continued to call to see if they ever received the paperwork from the carrier, and didn't hear back. I did hear back within a day or two of submitting my complaint to the Revdex.com.
I do not know why I was overcharged by Best Price Movers. I do not know why Best Interstate Movers did not seek the final invoice and weight to complete our move booked through them.
We did put our push mower on the truck, and that was not on the original inventory. At the time of booking our move, we did not expect to buy an Arizona home with grass. Did this "rescind" our original contract, as listed above? Per BIMS response, above, it looks like this may be true!:
"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."
There were also items on the original inventory that we did NOT bring, like a 54" TV and a couch, so it should have balanced out.
I received Best Interstate Moving and Storage's portion of the refund on October 2nd. I have not received the refund check from Best Price Moving and Storage.
10/16/18: The refund check of $1,580.57 from Best Price Movers has not been received. I have left messages with Best Price Movers that have not been returned. The refund from Best Interstate Moving and Storage has been credited to our credit card.
Management was able to speak with the accounting manager for Best Price Moving and Storage when learning of the funds not received by Ms.. We were notified the funds were processed back to the customer's credit card that was used as payment to their office for the entire amount of $2,460.00.
Based on this information, the customer has received a refund more than what was warranted, therefore we request that this case be closed.
What We found out after useing this service is We contracted with Best Interstate and they subcontract to others. And they show up when You arent aware because many dates go by and We just dont believe them and than We find out our Home furnishings are held in storage for 3-4 weeks before Best Interstate finds an interstate finds an interstate mover.We practically gave up believing it would arrive....so many promises broken.No credibility. Now When the movers did deliver they were outstanding. They were careful. And *** found missing items. So You will never know for sure when they are coming and it took nearly a month to get it for a move from Chicago to Dallas.No Credibility.
Some of the folks at Best Interstate Moving are helpful, but since they are contracting other movers, they do not have the power to directly help you. Kelsey, Sheana, and Christina were some of the folks I worked with that were helpful throughout the process.
If you are communicating through Best Interstate, you have to wait until they contact the moving companies to receive updates, so this process takes a bit longer than reaching out to movers directly yourself. I had the contracted moving company give me a different price than what Best Interstate Moving quoted me for, but I had to pay the moving company the amount that they requested (which ended up being $500 more). I did not find about the discrepancy of the charge and actual amount I needed to pay until the day of the move. Was charged for things such as a long carry pick up, even though the truck pulled up to within 20 feet of our garage.
Pick up/delivery was also arranged between two different contract moving companies which also made the communication process difficult. That made it so that there were three different companies involved in the communication.
Overall we lost one of our boxes that we are still looking to get back. Some of our items were banged up with scratches and dents, though it was expected some of that might happen.
Below is the e-mail that I sent to Best Interstate Customer Service last week. As of today, I still have not gotten any substantive response. I'm glad some have had a good experience with this company because ours was a nightmare. I cannot recommend them to anyone!
Good morning ***
Thanks for the information re: our claim. After we have assessed any other damage done or lost items, we will file within the window. I cannot do so for another 3-4 weeks as we are back in CA waiting to travel to Austin as our final destination.
Unfortunately, the reality fell far short of your aim. This e-mail will serve to document all of the issues we had with you and United.
â?¢ Original agreed upon pick i[ date was 7/31 or 8/1. I began calling you and other individuals at Best Interstate on 7/26 to confirm this date. After about 10 calls with multiple failures to call me back, I finally got someone to admit that you didn't have a carrier to make this pick date. Someone "gave the contract back". I was then told pick up would be 8/4, then 8/5 and finally it did occur on 8/6 with additional cost for Best Interstate. This delay also resulted in much distress and disruption for myself and my family. Grade: Fail.
â?¢ Final cost vs. Estimate. BTW, both you *** indicated there would be a final walkthrough to confirm the inventory, you indicated that you made notes in the system and that the walk through would occur. In spite of several calls I made to you and others, no one ever attempted the walk through with me. This resulted in a poor estimate by Best Interstate which likely resulted in what appeared to be a significant overrun of what appeared to be a NTE estimate. The final cost was in excess of $16K not the original ~$12K I was quoted. Grade: Fail.
â?¢ Method of moving. Originally, the plan was to load items for both pick ups in CA and both deliveries in Austin onto an 18 wheeler thereby avoiding unnecessary costs required by 26 footers. Ultimately, with no input from me, I was charged for shuttles and items for both my mother and myself were co-mingled in storage in TX. This resulted in additional cost given that items had to be unloaded and loaded twice from storage (once in CA and once in TX). I made extraordinary efforts to communicate with *** your sales person, *** and *** via e-mail that there would be two addresses for delivery in TX along with the Sequence. The movers in TX were completely unaware of the order of delivery. Grade: Fail.
â?¢ Date of delivery. I was told by *** initially that delivery date would be 8/20 or 8/21. I purchased a ticket based on this assurance. Then I was told that delivery would be 8/22 so I purchased another ticket. Then I was told delivery would be 8/23 or 8/24 so I purchased a final ticket. Delivery actually occurred on 8/24. All tickets were non-refundable and no-exchangeable so I incurred the cost of 2 additional tickets due to poor planning. None of these expenses were reimbursed. Grade: Fail.
â?¢ As a general proposition, I was told by Best Interstate on multiple occasions that I would receive a call back in 2-3 hours, later in the day, etc. Commitments were kept only about 50% of the time and I was left to wonder what was happening with my move. Related to communication, Grade: Fail.
I acknowledge that *** did seek and achieve some reimbursement expenses for the delayed pick up that could have resulted in a lawsuit against myself. There was also a minor adjustment to the final price. However, as a general proposition, except for the sales process, the experience with Best Interstate was a nightmare. I couldn't even speak with an officer of the company in spite of my requests.
I would like to speak with a Vice President of Operations to discuss this further.
Thank you.
Moving broker erred in contract estimate leading to incomplete move of items in relocation.
On July 22nd, 2018, I completed a virtual estimate and signed a binding estimate with Best Interstate Moving for a move from Minnesota to Indiana. The reference number for this contract is XXXXX with a binding estimate of $7,138.61. This estimate was in line with the total fulfilled contract price for a move from TX to MN completed one year prior with little significant change in items/weight of household goods. The moving coordinator assigned to the move was *** In order to complete the estimate, I used a video app provided by Best Interstate called yembo.ai. This video app takes a 360 degree video of each room and then items are discussed in detail with the moving coordinator. A deposit of $2,498.52 was paid via credit card that day and a pickup window scheduled for August 18-20th.
As the movers packed and loaded a 26' truck on the 20th it was apparent the truck did not have enough space. I called Best Interstate Moving and spoke with *** a customer care representative. She stated the company would pay for up to $500 for hotel costs as they had another truck doing a pickup in MN and they could pickup the remainder of the load in 24-36 hours. Due to family and work obligations I had little choice but to pay the second payment to the movers due at that time ($2995) which included an estimated 3900 pounds over my original estimate at a rate of 93 cents lb/cu ft for an additional $3627 over the original estimate which would be due upon delivery. This did not include the additional weight and fuel surcharges for the remainder of the shipment the movers were not able to fit on the truck. I argued about the size and weight estimate and Best Interstate assured me it would be audited after scale weights were obtained.
The next day I hadn't heard from Best Interstate by 2PM and emailed and called and left a message for *** I then called again shortly later and spoke with *** who informed me that the remainder of the shipment would not be picked up for at least a week. She repeatedly reiterated that Best Interstate had fulfilled their contractual obligations and the remaining items would be treated as a second move. I replied that I contracted to relocate my entire household goods which had been videoed and discussed in detail and was not responsible if Best Interstate inaccurately estimated the weight of those goods. I stated I would like to review the inventory sheet with the video from the estimate to demonstrate we didn't add to the shipment. I then proceeded to notify the contracted company, Best Price Moving, that I would handle the remainder of the shipment myself and contracted a Uhaul truck and auto-transport to complete the relocation.
On August 23rd, Best Price delivered our our household goods. As we began unpacking boxes packed by the movers, particularly the large kitchen dish pack barrel boxes, we found they were overly packed with packing paper with some of the large boxes only having a few small items. IThe movers also provided scale tickets from Best Price moving which we had requested. The scale tickets are from on Best Price letterhead and indicate a weighing at 7:22am on 8/21 of XXXXXlbs and at 11:12am of XXXXXlbs indicating a shipment weight of 10,920lbs; however, there other than the customer name and a job number no other details such as truck identifying information was provided nor was the weighing conducted at a 3rd party scale. The fact that items not belonging to us were on the truck at delivery further casts doubt on the legitimacy of the scale weight for which we were charged. We were asked to make the final payment of $5,697.49 in order the items to be unloaded. We called our credit card company immediately after deliver to begin disputing the charges. Ultimately we were charged $11,191.01 for a move we were originally quoted $7,138.61 and this doesn't include the additional cost of a U-Haul to complete the move ourselves.
Adherence to video estimate and inventory which led to binding estimate and adjusted billing to remove excess weight based on contractor error in providing a binding estimate.
Mr. *** came into an agreement with Best Interstate Moving and Storage to facilitate his relocation from Minnesota to Indiana. Based on the contract, Mr. agreed to transport an estimated weight of 9,100 pounds and have $436.61 in packing services. The total moving estimate was $8,492.69. Our office collected $2,498.52 for our services. Barring any additional weight or required services, the balance due at delivery would be $5,994.17. Mr. also used 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 8,562 pounds, however our office increased the estimate to 9,100 pounds to serve as a "buffer". We received the signed contract via e-signature on July 22,2018; 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 Best Price Moving and Storage.
Mr. requested for his goods to be loaded between August 18- August 20th. 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 Best Price Moving and Storage began loading the customer's household goods on August 20th.
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, 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. Mr. 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 13,000 pounds. Due to the estimated increase in the weight, the adjusted estimated balance that would be due upon delivery would be $10,885.99.
The movers were able to load the truck to complete compacity. However, due to the increase in the item count, they were not able to secure the remaining items. Upon learning of the issue, management notified the customer of his options; the movers would be able to secure the left behind household goods; however, it would be done at a later date due to prior commitments to other customers. The customer rejected this offer citing the service was not complete. In fact, once the truck was weighed, the final weight settled at 10,920 pounds. The contract for service was 9,100 pounds. The movers not only fulfilled the contract for service, but they exceeded the contractual agreement by collecting the additional weight.
Standard Operating Procedure mandates the customer to book another move in the event the carrier collects more than the estimated weight. To appease the customer, Best Interstate Moving + Storage was willing to waive the reservation payment. Again, the customer declined this option.
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. Mr. solicited our service to facilitate his relocation for 9,100 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 Mr., management has reached out to discuss monetary compensation as a good faith gesture, however the calls have gone unanswered.
This issue has not been resolved. The company never reached out to us. We called them and were told they would review the inventory and see where the error occurred. The next day they said they were too busy to do this. The information was forwarded to us, but we still can not figure out why the estimated weight and the weight they claim to have moved were so far off. We added no items. In fact, we reduced the number of items moved. The company will no longer speak to us.
Currently Best Interstate Moving + Storage is not able to honor Mr. request for compensation. Please note, he signed our agreement to haul 9,100 pounds/1,300 cubic feet. Documents received from the motor carrier reflect the weight of the haul was 10,920 pounds/1,560 cubic feet. Thus, voiding the binding estimate he had with Best Interstate Moving+ Storage.
The estimate was signed with multiple reassurances that it was correct. When we hired you we requested that you move the entire contents of our home. We trusted you to calculate that in an accurate and professional manner. We also trusted you to stand by your calculations. It feels like this was done intentionally. I am very disappointed and sad that it is somehow acceptable to do business in such a way. My family and I are very luck that we managed to complete the move on our own and that we had the support to not have this incident ruin us financially. It has definitely had a huge impact, but we are still managing. I pray that no one else is treated in such a way by your company or any other for that matter.
I have also read your response to the Revdex.com about your multiple complaints. Our service occurred after these changes were made. I believe that the rating should be changed from NR to F.
Great price and lots of understanding from the staff. Mover teams were extraordinary, especially the Albuquerque team. They thought of everything and did the extras that put family at ease. Columbus team had some problems because of Midwest storms. Been that kind of year. All were polite and hardworking. Office staff kept us informed, answered all questions and followed up
My move went very smoothly. I was notified by the company as to the progress of the items being moved and everything arrived in a timely manner with nothing being damaged.
Thanks *** - *** and *** enjoyed working with you. We hope you enjoy North Carolina!
Moving charges were based only on a subjective volume estimate. Move was delayed 1 week with no explanation or apology. Accused me of adding items.
Best Interstate Moving and Storage provided me with an initial estimate of $5,528.55 (for moving and packing) based on an estimated weight of 6,237 lbs for my move from TN to AZ. This weight estimate was obtained via an over-the-phone inventory. I accepted this inventory because it was very similar to a weight estimate obtained via an in-home inventory by another moving company (5,821 lbs). My pick-up window was June 25-27, 2018. The carrier that BIMS contracted (Ocean Moving and Storage) arrived for pick-up on June 26. The crew showed up at 4 pm (4 hours after their own window), and the driver told me that the weight estimate I had been given didn't matter because they were going to charge based on volume. Following the instructions on the estimate I had signed with BIMS, I called BIMS for guidance on how to proceed with signing a new estimate with the carrier. I spoke with ***, and she told me that the carrier should not be providing an estimate based on volume, since BIMS charges are based on weight only. I spent the next 2 hours on hold, waiting for BIMS and Ocean to work something out. Ultimately, I was told that BIMS would find me a different carrier, since Ocean would not agree to charges based on weight. I told BIMS that I needed to be out of the house by June 30, when my lease ended, and I was told this would not be a problem. I called BIMS multiple times on June 27-28 (they never reached out to me, despite the fact that I was now outside of my pick-up window), and was told that they were "working on my account." On June 29, BIMS called to tell me that they couldn't find me a different carrier, but that Ocean would be returning to pick up my goods between July 1-3. They told me I would still be paying based on the initial weight estimate at pick-up, and that the amount owed at delivery would be based on the actual weight of the shipment, which I agreed to. On July 2, BIMS called me to say that I needed to sign Ocean's higher estimate based on volume (1,650 cu ft visual estimate), to avoid my shipment being held by the DOT at a weigh station. They assured me again that once my shipment was weighed, a compliance manager would determine the amount owed at delivery based on the true weight. Ocean packed and picked up my items on July 3, and they were delivered on July 10. I called BIMS on July 10, and again on July 16 to request the weight of the shipment, since I hadn't heard from them prior to delivery and had been forced to pay the remainder of the higher volume estimate (or face additional charges for the storage of my items). I was told that BIMS had requested weight tickets from Ocean, but hadn't received them yet. On July 26, *** from BIMS called to tell me that there were no weight tickets, since Ocean never weighed my shipment. I expressed my concerns that A) I had paid too much, since I ended up paying 65% more than BIMS initial estimate, and B) I needed a weight to provide for employer reimbursement for the move. I was told by ***, and also by Sheana in a separate conversation on August 22, that they could "make up" a receipt from BIMS based on a volume to weight conversion, which came out to 11,550 lb (almost double both weight estimates). I sent them photos of all my items that I had taken prior to pick-up, as well as the weight estimate from the other company, but they refuse to take this objective information into account. They have accused me multiple times of adding items to my inventory, and claim that they are justified in charging me $9191.00 for this move based only on a single, subjective volume estimate performed by someone who doesn't even work for them. Of course, since Ocean charges based on volume, they performed the most inefficient packing job to increase the volume and number of items. BIMS also told me that I would be assigned a customer care representative at the start of the move, but I still had to talk to someone different every time I called.
I would like BIMS to acknowledge their failure in managing this move, and a refund for the total cost of the move ($9191.00), as they have no objective basis for this charge. Normally I would accept a refund for the difference between the initial estimate and the final bill, however they have also robbed me of the opportunity to receive employer reimbursement for this move (in an ethical manner, not by claiming a made up weight), which I should have had even if I paid the amount of the initial estimate. I would also like BIMS to apologize for delaying my move by 1 week. I had to pay extra rent to stay in the old house, but this was minimal compared to the total cost of the move. It bothers me more that they never acknowledged their role in the delay (by contracting a disreputable carrier), or expressed any consideration for the effect on my time or work obligations.
Forwarded message
From: ***
Date: Wed, Sep 12, 2018 at 8:38 AM
Subject: FW: Revdex.com Complaint Case# *** (Ref#XXX-XXXXXXXX-XXXXXXXX-X-XXX)
To: ***
Cc: "*** M ***
Hi Nicola - I have attempted to submit this response three times and have had zero luck. We got an alert that it's going to expire. Can you please forward this to the appropriate contact at the Revdex.com? Thank you!
Response:
Mrs. came into an agreement with Best Interstate Moving and Storage to facilitate her relocation from Tennessee to Arizona. Based on the contract, Mrs. agreed to transport an estimated weight of 6,237 pounds and have $888.22 in packing services. The total moving estimate was $5,528.55. Our office collected $1,658.57 for our services. Barring any additional weight or required services, the balance due at delivery would be $3,869.98. We received the signed contract via e-signature on June 22, 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 carrier used to transport the household goods was Ocean Moving and Storage.
Mrs. requested for her goods to be loaded between June 25- June 26th. 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 the movers arrived to load the household goods on June 26th.
On the day of pick up, the movers presented Mrs. with several documents that were required to be signed prior to any items being packed/loaded onto the truck. Mrs. refused to sign the paperwork authorizing the movers to transport the additional items and requested the movers to leave. The customer ultimately agreed to have Ocean Moving and Storage transport her goods at a flat rate price of $9,191.00 for the total moving cost on July 3,2018.
Based on the signed documents, Mrs. waived her right to have the truck weighed and to be charged by actual weight. (please see attachment).
While we are regretful Mrs. had a less than favorable experience with her relocation, the delay at pick up was caused by her refusing to allow the movers to load the household goods on June 26th. In addition, she waived the right to be charged by the actual weight by coming into a contractual agreement with Ocean Moving and Storage by signing and agreeing to pay a "flat rate" for the move.
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is unacceptable, as it is insulting and based on unsubstantiated lies. I already suspected that BIMS had no problem lying to their customers, but I did not expect them to lie to the Revdex.com. This response just exemplifies this company's unethical business practices.
"The moment there is a change, regardless of how minuscule it may be, the estimate is voided." This does not address the basis of my complaint, since NOTHING changed with regards to my shipment. If anything, I had FEWER items at pick-up than when I performed the inventory. I certainly did not add items, and any reasonable person should really question their thinking and math skills if they think it is possible for a person to double the weight of their household goods in less than 6 weeks, right before a long-distance move. When I performed the phone inventory with *** on May 18, she told me to only include items that could not fit in boxes. As I explained to BIMS, as well as outlined in my original complaint, any discrepancy between the size of the shipment and the estimate is a direct result of inefficient packing by the carrier. They did not even use half of the boxes that I paid for in the packing fee, since they simply loaded individual, unpacked items onto the truck. I have attached photos of my household goods, taken less than 24 hours before the carrier arrived on July 3. Clearly BIMS does not stand by their original estimate (despite the fact that it matches an estimate provided by a highly rated authorized carrier, also attached), so these photos provide the most objective assessment of the items moved. You can decide for yourselves if you think this represents 11,550 lb of goods.
Additionally, when we moved ourselves from FL to TN 3 years ago, we obtained empty and full weights on the truck and our total weight was only 8,560 lb (also attached). We did not acquire any furniture or other items in those 3 years, and actually got rid of several items and large appliances. It is therefore very difficult for me to accept charges based on what seems to be an impossible weight estimate.
"We coordinate and arrange for an authorized motor carrier to perform the transportation service." If this is their only job, then they should close their doors right now, because they did this very poorly in my case. I would have been better off coordinating the move myself - BIMS did absolutely nothing that I couldn't have done on my own, other than waste my time and money. I fully understood the role of a broker when I hired BIMS, but I was finishing a residency and preparing for a major exam, and would have appreciated some assistance in arranging the move, which is why their business model was initially appealing. I have regretted this decision ever since, and will never hire another broker for anything based on this experience.
"...refused to sign the paperwork authorizing the movers to transport the additional items and requested the movers to leave." This statement is 100% false!! It makes me sick to my stomach to think that the company I trusted to coordinate my move would stand behind this bald-faced lie. When the movers presented me with a higher estimate, I followed the instructions on the original estimate I signed with BIMS: "Contact our office at (XXX) XXX-XXXX... so we may assist you with any revisions. DO NOT allow the mover to load the truck or perform any services before you CALL US....We will assist you." I did exactly this, and reached ***. *** asked what the new estimate was, and the weight it was based on. I told her the new estimate was based on volume, and then she proceeded to tell me that BIMS only charges based on weight and that she would talk to the carrier to clear up any confusion. I spent the next 2 hours on hold with her, while I was standing outside in the rain and the movers were sitting in their air-conditioned truck. *** finally asked me to send her photos of the items I was moving, to assist in determining whether the new estimate was fair. When I went inside the house to take the photos, the movers drove away without a word from me. All of this occurred while I was still on the phone with ***. She later told me that she had spoken with the carrier, and that the carrier's own dispatch had told them to leave my house without loading.
According to the automated answering system message when you call BIMS, "all calls are recorded" (unless this is yet another lie). Therefore, I would ask that you please check your phone records for my account on June 26, and you can hear what actually happened on that date.
"The customer ultimately agreed to have Ocean Moving and Storage transport her goods at a flat rate price." Also not true. I have attached the estimate that I signed with Ocean. I have reviewed these papers again, and nowhere do I see the words "flat rate." The estimate clearly states "cubic feet charges," and that "final charges will be based on ACTUAL weight or cubic feet of property...." So even if the shipment was not weighed, the actual volume of the shipment should have been measured in order to justify final charges. It is not possible to accurately measure cubic footage of household goods without significant effort and man-hours, and when the truck arrived to deliver my items, they were mixed in with other people's shipments, so it seems unlikely that any objective measurement was performed.
"...waived her right to have the truck weighed and to be charged by actual weight. (please see attachment)" I do not see the attachment that you are referencing, but I have copies of all the documents I signed, and nowhere did I waive obtaining an actual weight of the truck. I do understand that the estimate I signed was a binding estimate, and that the carrier was not LEGALLY obligated to obtain a weight. However, I had specifically requested a weight, both from the carrier and from BIMS, before and after my shipment was picked up. Therefore, from an ETHICAL standpoint, my items should have been weighed. The only reason the carrier could have had for not weighing my items was that they knew the actual weight would be less than what they were charging me. This was part of a classic bait-and-switch moving scam by the carrier, and this response leads me to believe that BIMS is either in on it or benefiting from it somehow.
Also, I was told multiple times by multiple representatives at BIMS ***, and *** to name a few) that they had requested weight tickets from Ocean, both before and after my items were picked up. When I said that it seemed ridiculous that it was taking so long for Ocean to forward the weight tickets in a phone conversation on July 16 (again, check your phone records), Sheana agreed with me. If they knew that the carrier was never going to weigh my shipment, why would they keep requesting weight tickets, and worse yet, keep lying to me about it? And if they didn't know that the carrier wasn't going to weigh the shipment, then they have still failed, because their sole job (in their own words) is to coordinate with the carrier. Since they were supposed to "assist me" with signing the revised estimate (which they did not do), they should have had full visibility of the move from the start. I did not hire Ocean, I hired BIMS. Even if Ocean normally charges based on volume, BIMS should have been able to control the situation and ensure that a weight was still obtained. I made it abundantly clear before my items were delivered that I needed the actual weight of my shipment. If I had that, I would have been able to file my employer reimbursement claim and would not even be arguing about the basis of the charges. BIMS had the opportunity to "coordinate" with the carrier to ensure that my items were weighed, but they either consciously chose not to do this, or they simply do not care about their customers.
BIMS has been in reaction mode this entire time, instead of being proactive and trying to do things right from the start. For a company that claims to advocate for its customers, it seems to be very confused on who the customer actually is (hint: it's not the carrier). I stand by the content of my original complaint, and would still like an apology and a full refund.
Mrs. originally came into a contractual agreement with Best Interstate Moving + Storage to have her goods weighed and the balance to be determined based on actual weight and services rendered. However, once the motor carrier, Ocean Moving and Storage arrived at the origin location she agreed to be charged based on cubic feet as reflected on the previous documents submitted.
The movers also loaded additional items outside of what was previously disclosed during the booking phase with Best Interstate Moving + Storage. Hypothetically speaking, if the movers weighed the truck this would have caused an increase from the estimated weight of 6,237 pounds. Subsequently, the additional items that were loaded at the time of pick-up consumed more space on the truck than what was originally allocated.
Best Interstate Moving + Storage again makes no attempts to deceive our customers. As such, we are willing to extend a good faith offer in the amount of $400.00 to Mrs. for the overall inconvenience. Due to the funds being issued as a courtesy and not warranted as a refund, the customer would be required to sign a release fund prior to the funds being issued.
(The consumer indicated he/she DID NOT accept the response from the business.)
What kind of company responds to a legitimate consumer complaint with lies, accusations, and irrational excuses? A company with something to hide, that's what kind. You would think most honest businesses would embrace the opportunity to right a wrong, whether the wrong was intentional or not, and at least acknowledge the consumer's arguments without immediately jumping to the defensive.
The bottom line is that I was scammed during this move. Whether BIMS was intentionally involved in the scam or not, I guess I will never know. However, they have certainly not prevented it, and their laughable attempts to justify the actions of the carrier and their own inactions in response indicate one of two things: 1) they knew exactly what was going on the entire time and were directly involved, OR 2) they knew absolutely nothing about the move they were supposed to be coordinating. Either way, the result was an epic failure.
BIMS has repeatedly claimed that I was dishonest about the items moved, when in fact I sent the most objective evidence possible of my inventory: photographs. If I was trying to hide anything, why would I have done that? If they had wanted to come out to my house themselves and take a look around, I would have welcomed them. Yet they are more than willing to believe a disgruntled truck driver whom they have never met, and who does not know how to pack a moving box, when he provides a single subjective volume estimate. Convenient, no?
They have also repeatedly stated that everything changed when I signed the carrier's estimate, as if I went rogue and decided to go with a different company at the last minute. What they leave out of their portion of the story is that EVERY SINGLE THING I did before, during, and after this move was at their direction. I hired them as a broker because I did not have time to deal with coordinating a move myself this summer. I did not want to pay $9,191.00 instead of $5,528.55. I did not want to sign an estimate based on volume, just trusting BIMS when they said they would still get an actual weight. However, I was told by Dominique at BIMS on July 2 that I needed to sign the carrier's higher estimate or have my move canceled. Now tell me, how is this not a scam?? Most people think of moving scams in terms of their goods being held hostage at delivery, but I was held hostage at pick-up.
I am not "appeased." I was angry when I submitted my initial complaint, but now I am LIVID. "Hypothetically speaking"?!?! Are you kidding me? Potential future customers, take note. BIMS tells you that all of their charges are based on weight, but they'll also use volume when it is more financially beneficial for them, and now hypothetical made-up numbers to justify their charges.
This was not an "inconvenience," this was a nightmare. $400 barely covers the extra rent I had to pay, and the property damages caused by their horrible carrier. I will accept nothing less than $5,528.55, and you can call it whatever you want - refund, "courtesy," etc, whatever helps you sleep at night. This is the amount that I should have been responsible for, as it is the only amount that there is objective evidence to support. Additionally, if I had a weight of my shipment in the range that I expected it to be (somewhere between 6,000 - 8,500 lbs), this is the minimum amount I would have received in employer reimbursement, and BIMS never would have heard from me again. However, since I have been robbed not only of an additional 65% of this estimate, but also the opportunity to make a reimbursement claim, this is the least that BIMS can do. If they do not agree to this, I would like to pursue arbitration through the Revdex.com.
They are over charging us for weight which we know is incorrect, and hit us with fees we'll after the contract was signed and they have our belongings
They gave us an estimate of 2800 pounds and that's what I signed the contract for. At the time this started I was active duty so I had to get my stuff weighed to get compensated for a previous move, so I I know for a fact my stuff weighs exactly 265" pounds. I still have the weigh tickets saying so. Once they picked everything up, they claimed that the estimate was wrong and it weighed 3300, which was way more than it obviously was. And the worst part about that is they weren't even able to take everything I asked them to because the truck they sent wasn't big enough! So here they are claiming less than 2600 pounds of my stuff weighed 3300, and when I go to the storage unit to close out my unit (everything was now moved out), the office informs me that the men who moved my stuff left their trash and extra boxes everywhere around my unit. I was shocked people could be this unprofessional, especially after showing up two hours late to the move.
So now we skip ahead to before they drop it off. They say they are dropping it off the 16-19. We said ok that's fine, we're moving from NJ to FL so a window makes sense. They then never called us again, that is until I called on the 19th asking where my stuff was when they replied saying it would be there the 20th morning. Then I called them and they said the 20th night. And now the 21st morning. Not only this but they added a fee for needing a smaller truck to get to my apartment area, and a "stairs fee" which started as a fee that required payment if there were more than 21 stairs, but when I told them we had 18 in the next phone call, it magically turned to 12 stairs. These people keep pushing back the times, over charging, and won't even call us to let us know where our stuff is or when they will be here. We now have to give them a total of $3000 just to get our stuff back.
I want a refund for the extra services not mentioned in the contract, the added weight that does not exist, and for the unprofessional ism that occurred through the whole process. 2100 was the value and that's what I should be paying .
Mr. came into an agreement with Best Interstate Moving and Storage to facilitate his relocation from New Jersey to Florida. Based on the contract, Mr. agreed to transport an estimated weight of 2,926 pounds for an estimated total of $2,477.39. Barring any additional weight or required services, the balance due upon delivery would have be $1,734.17. We received the signed contract via e-signature on August 1,2018; confirming he acknowledged and agreed with the said contract for services.
Included in the signed paperwork were 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 Traditional Express Van Lines.
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, 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.
Based on what the moving foreman surveyed in the home, he estimated the weight to be approximately 3,600 pounds. Due to the estimated increase in the weight, the adjusted estimated balance that would be due upon delivery would be $2,188.78.
Upon learning the total that would be required at delivery, Mr. alerted our office that he was disputing the weight of the haul. Mr. provided the weight tickets to management at Best Interstate Moving +Storage and as a result, we advocated on the behalf of our customer. We advised Traditional Express Van Lines a refund of $527.13 was warranted. In addition, there were minor damages sustained to the items, again advocating on the behalf of the customer, our office was able to secure an additional $300.00 in compensation for the damages, omitting the required claim process.
As of August 22nd, management was able to confirm with Mr. he was satisfied with the given resolution.
(The consumer indicated he/she ACCEPTED the response from the business.)
I have moved with national movers 11 times in the past 30 years. This was by far the most painless move I have experienced. Their process for estimating was excellent and done by video rather than have a representative come to your house.
They followed up numerous times and once the mover was selected, they also followed up well.
Peter O., my Best Interstate Moving rep, was awesome. He went through the entire process with me and made sure I understood what was going to happen and when.
The moving crew at both ends did a great job of packing the truck to make sure nothing got damaged, they packed the glass very well, and at the delivery end, they guys unpacked all the glass pieces they had wrapped, along with reassembling the pieces they had to dismantle to move. They even made an intermediate stop on the way to deliver some furniture to my niece.
The pricing was better than the name brand movers that you contact directly, and certainly less stressful than using PODS or Uhaul to do it myself.
I would definitely recommend Best Interstate Moving and Storage to coordinate your next move.
Thanks *** We enjoyed working with you and hope you'll remember us in the future! Best to you in your new hometown!
The quote was so grossly inaccurate that the move was delayed by 5 days and the cost was over $300 more than quoted.
The move was scheduled for 8/4/18. The movers (Encore) came and determined that the BIMS estimate was too far off for their truck to handle. Another mover (Traditional Express) came 8/8/18 (5 days later) causing us to miss the vacation we had scheduled for after our move date. The weight estimated by BIMS was 6,937 lbs but the actual weight was 12,120 lbs. This put the estimate at over $3100 more than originally quoted. Because the original weight was off by so much our original movers were unable to take our stuff. The new movers took it, but it cost us so much more. We also had to pay for 5 days of meals for 5 people because I had cleaned out/packed our entire fridge and pantry on the 3rd believing we would be leaving the 4th. We spent over $520 on food and lodging for our family in that time. They offered me $700 for my trouble if I agreed to sign a release stating that I wouldn't post any information or complain about my situation with them. I'm out over $3600 dollar and they offered $700. I told them I couldn't ethically accept their $700 because it was so unfair. I could not in good conscience take their money and feel like it was an actual resolution that I could stand behind. Instead I felt defeated. As I talked on the phone with many people (Tequela - an escalation employee AND *** - the customer relations manager were my last points of contact) and was told that it was MY FAULT that the estimate was wrong. I had more items than had been estimated for. Every time I spoke with a representative on the phone they asked me if my item list had changed - it hadn't. Everything that was packed was visible on a video that was meant to estimate my cost, and verified over the phone. There were more boxes apparently than estimated because when I booked their service (roughly 1 month in advance) not everything had been packed in boxes. It was all on the videos - books on shelves, clothes in drawers, pots and pans in kitchen cabinets - but I was informed that because they weren't in boxes it wasn't their responsibility to have estimated it accurately. They said I added items - which is untrue. They use a video service to estimate the weight of your items. I walked through the video I sent to them with an employee (***) to get the most accurate picture of our move. He told me that it might be a little more, but that their video service and phone verification should have it as accurate as possible. I was told by Tequela and *** that because I had more boxes than estimated the fault was not theirs. I retorted saying that everything that was in boxes had been discussed in the video and verifying phone call, and that it would have been preposterous for me to have everything packed in boxes 4 weeks before my move. I have a family of 5 that had to continue to live in that space - that's why I called to verify the video with their employees. I made sure to be as detailed as possible so that I wouldn't incur any unexpected costs. I feel like it is their responsibility to account for such a vast inaccuracy. I could see being off by $500 dollars, but over $3000 is unacceptable - not to mention the money I had to spend to compensate for the 5 day delay because of said inaccuracy. I was also regularly told that they were unable to reach me when I complained about how they never called me back like they told me they would. I reached out to make contact with them constantly, and was frustrated I wouldn't hear back from them. I've since read that others have complained about the same thing - BIMS claiming to have called them, and not being able to get through. My phone is functioning just fine, but for some reason they claim they were unable to contact me.
I would like BIMS to compensate us for the cost of our meals and lodging because of the delay - totaling $522.08 We would also like BIMS to refund a minimum of $2000 for the gross inaccuracy of the total estimated cost, and emotional distress I've been through trying to get this resolved. I have spent hours on the phone with them trying to get this situation resolved - which doesn't include the original time spent just trying to get their movers there in the first place. The original company (Encore) hired by BIMS left because of the weight inaccuracy, and then lied about when they said they would return. That was an additional 3+ hours on the phone with them in which I spent the better part in tears trying to resolve that issue. This week has been full of phone calls marked by frustration, anger, and more crying. The last call ended abruptly when I refused to take their compensation in exchange for my silence, and informed them that I would be complaining to the Revdex.com. I was told by *** that the Revdex.com can't MAKE them do anything to resolve the issue, and I said I understood, but felt like this situation needed to be made known to any potential future clients. She brusquely said something to the effect of, "that's fine. Goodbye." and hung up on me.
Ms. came into an agreement with Best Interstate Moving and Storage to facilitate her relocation from Illinois to Texas. Based on the contract, Ms. agreed to transport an estimated weight of 6,937 pounds for an estimated total of $5,854.63. Barring any additional weight or required services, the balance due upon delivery would have be $3,805.64. We received the signed contract via e-signature on July 17,2018; 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 Encore Moving.
Ms. requested for her goods to be loaded between August 3rd- August 5th. 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 on August 4th with the intent to transport only 6,937 pounds, however upon surveying the items, the movers noticed there was more items than originally estimated, thus causing inadequate space on the truck to secure the items. As a result, this caused a delay in Ms. household goods being loaded. Due to the change of logistics, the next time our office was able to secure a motor carrier was on August 8th. The contracted motor carrier now was Traditional Express Van Lines.
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 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."
Based on what the moving foreman surveyed in the home, he estimated the weight to be approximately 13,000 pounds. Due to the estimated increase in the weight, the adjusted estimated balance that would be due upon delivery would be $7,318.84.
Ms. signed the document acknowledging her acceptance of the revised estimate and required services. In addition, she initialed two separate clauses: 1. shipper moving more items/weight then was first anticipated and 2. revised total estimated charges were approved in totality in person prior to loading.
Upon learning the total that would be required at delivery, Ms. alerted our office that she was disputing the estimate provided by our office. Management explained to Ms. the estimate is provided based on the information she provides to our moving coordinators, in addition the video that she provides of her home. We are not responsible for items that are loaded at the time of pick up but omitted during the booking phase. Furthermore, it was advised to Ms. she was only estimated to transport 146 items; however, the movers secured a total of 204 items; most of the add-ons being boxes. These additions ultimately caused the weight to increase resulting in the increase of the balance.
Ms. hired Best Interstate Moving and Storage to facilitate her relocation from Illinois to Texas 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. While our office is not directly responsible for the delay at pick up because of having additional items, management extended a good faith offer in the amount of $700.00. This was a provision made outside of standard policy of only receiving $30.00 a day for a delay. As mentioned, the customer's load dates were August 3rd-August 5th. The movers secured the load on August 8th, only a 3-day delay. Based on policy, the customer was only warranted $90.00 for the delay.
Due to the funds being issued as a good faith gesture and not warranted as a refund, the customer was required to sign a settlement agreement, as of today our office has not received the signed document.
Boost was subcontracted by Best Interstate Moving to move our household belongings from New Canaan CT to Paradise Valley AZ. We received a phone call on Saturday July 14th informing us that the movers would be at our house the following day, Sunday July 15th between 11AM and 2PM and asking if we were ready which we replied YES. The following day, they never showed up, never called, never answered their phones. Best Interstate also did not answer their phones. On Monday morning my Wife (Chris) was able to reach best Interstate and they in turn informed us that Boost would be at our house to load that afternoon. On Monday, July 16, two movers arrived in a rental truck and did a good job loading our boxes and moving. I asked what had happened and the gentleman that handled the paperwork and inventory basically laughed and said he didn't know. The stated delivery window on our contract is 7/22/2018 to 7/28/2018. Received call from Boost saying that our items were in a storage location in OH and would arrive on 8/7. Then nothing from them until my Wife was able to reach Best Interstate who checked with Boost and told us 8/11 or 8/12 and they would call us on 8/9 to update. No call from Best Interstate and so My Wife contacted them this morning (8/10) and was told our items were scheduled to "go out" on 8/18 or 8/19. They were evasive on specifics and could not even answer what "go out" meant, leaving the warehouse in OH? Being delivered to Paradise Valley? Meanwhile, we are living out of three suitcases and my Son is sleeping on an air mattress. We have none of our electronics or dishes. I anticipate that our household items will either never arrive, arrived damaged, or Boost will attempt to charge extra for their delay. Boost is a fraud. I am also going to file a complaint against best Interstate who contracted Boost and acts as if they are shocked by Boost's behavior when a simple online search shows this is commonplace for Boost. Best Interstate should be held accountable for whom they used as our mover since we would have NEVER selected Boost and were appalled once we found out who was actually moving us and seeing the horrific reviews.
My stuff has been held hostage for the past 1 month.They rescheduled the delivery date last minute for 7 times.
I contacted Best Intestate Moving + Storage in May of 2018 to discuss a potential move of our belongings from Plano, TX to Bronx, NY. I clearly explained to them that I am Relocating to Bronx, with my family to pursue Residency Program. I informed them that I don't have the exact address since I was not assigned the Residence Quarters yet. I also Informed them that I am an Officer in the Army Reserves for which they thanked me for serving and offered additional discount and mentioned to me that they offer 30 days of Free Storage. I informed them that I have to move the stuff out from my plano Home since my Lease is coming to end this may & my wife, kids are traveling to India on May22nd. They asked me when am I relocating to Bronx, and I informed them that my Residency program starts on July 1st and I need my stuff by then. They were ok to process my work order as long as I have a Zipcode to the area I am anticipating to move which I gave them. They sent in the paperwork to sign which I did and I was told that I need to pay a deposit when I sign the contract which I did. I was told that at the time of the move we will have to pay one half & the total estimate in CASH only, which I did. They were supposed to send us boxes for TV which they never had. They got everything on the truck and I was told that they will call me to inform the weight. I got a call couple of hours later from the driver who gave me the weight.
On may 22 or 23rd I got a call from them stating that they are ready to deliver by 28th of MAY. I was shocked to hear that and I explained the whole story. They told me that some how they don't have anything documented stating that we requested storage until June 30th. The rep made necessary changes and told me not to worry.
I got a call on May 31st from a person named *** who is handling our move, She left a voice message on my phone and also texted me asking me the first available delivery date, I promptly answered stating July 1st or 3rd for which she responded on Jun 1st asking me for one date and I texted her July1st. Never in our conversations I was told that they have 21 business days according to DOT to deliver my belongings from the first date of delivery.
I had a family emergency in India and I left to India mid of June and arrived last week of June. On 27th June I called *** and when she did not respond I left a text message. I did not hear from her back and I called back to know the status of my delivery. *** who is the supervisor picked up the phone and when I asked her about the status she said she does not have any info on me stating that I wanted my stuff delivered on July1st. She said *** had not made any notes and she will talk to her and get back to me. we called back 28th of June asking for *** and the rep said she is busy on other line and when we asked for *** she said she is on maternity leave. we asked her to inform *** to call us back. After waiting for couple of hours we called back and *** picked up the phone, she said she only has record of me taking to *** yesterday and started talking about legalities and contracts, she did not admit she made a mistake rather blamed us, I totally was mad and asked her to inform *** to give us a call. Its been more than a month and *** and her team kept rescheduling our delivery dates so far 7 times. All *** says is *** never told her to give me or my wife a call and she will compensate.
Inspite of asking them several times they never gave us a price on how much we owe since they want the money in CASH. we informed her that my wife's dad went through an open heart surgery and she is stuck here because our stuff is not in. We had no bed to sleep on and had few clothes, we lived with bare essentials for the past 1 month. every time they hear our cry they keep informing we will compensate I guess $30/day and DOT law states that they have 21 days to deliver.
I need all my stuff delivered safely next week, My wife is out of country to attend to her ailing father and the only time I am available on a weekday is after 5 pm when I get out of school. I am not ready to pay them a dime for the pain and agony they caused me and my wife. As a matter of fact they owe me money for making me spend and live with bare essentials for the past month. I will go to any extent to make sure none of my fellow soldiers use this Moving company in the near future.
Mr. came into an agreement with Best Interstate Moving LLC to facilitate his relocation from Texas to New York. 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. In this case, we contracted Traditional Express Van Lines
The original contracted carrier that was dispatched to transport the household goods performed an on-site visual of the items that were due to be transported. Mr. signed an agreement with Best to transport an estimated 2,212 pounds with custom packing service charges of $427.50 for a total moving estimate cost of $2,882.01; with estimated balance of $2,094.12.
As it pertains to the delivery of the household goods, the total distance from Texas to New York was approximately 1,558 miles. Per Department of Transportation, the driver can only travel 500 miles per day. In addition, regulations mandate the movers have up to 21 business days excluding weekends and holidays to deliver the household goods from the first date available for delivery; as noted on the Interstate Bill of Lading signed at pick up.
Mr. notified his moving coordinator at the time of booking that he would not be able to accept delivery until July 2nd. Please bare in mind, the dates are estimates and not guaranteed due to unforeseen circumstances that may transpire. Mr. was notified that while he requested delivery for July 1-2nd, the movers had 21 business days excluding weekend and holidays to deliver the household goods.
While Best Interstate Moving + Storage is not directly responsible for the delay of delivery, as his hired moving broker, we were able to advocate on Mr. behalf and negotiate with Traditional Express Van Lines to make provisions to policy and deduct $400.00 from the balance due at the time of delivery. Management has confirmed the customer has been delivered and considered the issue resolved.
Did not provide moving services on dates in contract. Did not notify that moving services would not be provided
I hired Best Interstate to pack and move my recently widowed mother from Tucson, AZ to Leesburg, VA. The contract dates for the move were 06/22, 06/23 or 06/24/18. I made airline reservations for my mother and I to leave Arizona on Tuesday, Jun 26. I was told I would receive a call between 24-48 hours prior to the moving trucks arrival. When I did not hear anything by Thurday, Jun 21st I called them to find out when the truck would be arriving. I was told they would let me know. I continued to call each day (sometimes more than once) and was still not given any information. By Sunday, June 24 I called and found out that a truck was not coming. I asked to speak to a manager and was told she was off for the weekend and would call me on Monday Jun 25. No one called me on Monday. I called again and continued to receive the same message that they would check with dispatch and let me know. I never received a call back. By Monday afternoon, June 25, I notified my Mother's apartment management that we may have to stay longer. (her lease was up on Jun 29) At that time their manager offered the name and number of a person who could help with packing up and moving my mother's belongings to a storage facility. At that point I hired *** LLC to do the pack and move to storage. On Tuesday, Jun 26 *** called from Best Interstate to annouce they had found a company to move my mother. I told her I had hired someone to do the packing and in fact that company was at the apartment at that moment in the process of packing. *** told me to go ahead and let her do the packing and Best Interstate would reimburse me. I also told *** we had incurred other expenses due to no response from Best Interstate. I had shipped my mother's car on Monday, Jun 25 due to the lack of communication I was not able to change the arrangements. Also, my mother did not want to bring her beds so we had the Salvation Army pick them up on Monday, Jun 25. So, we needed a hotel for an additional 4 nights and a rental car. I also had to change our airline tickets from Tuesday, Jun 26 to Friday, Jun 29. *** said to keep track of the expenses and just let her know "they would take care of it". So, finally by Tuesday, June 26 there was a plan. The new company Best Interstate provided came as scheduled and my mother and I were able to leave Arizona on Friday, Jun 29. First Interstate did reimburse me the deposit I gave to them when I set up the move. However, when I sent *** the packer's receipt for $600 and receipts for my other expenses I was told they would only give me $300. When I argued that they had promised me more they said a price was never discussed therefore they would only give me at the most $300. At first I agreed but then I received a letter from them to sign saying I would not go the Revdex.com or use any other media to give a negative review of the company or they would not send me a check.
I am not seeking vengance I am only asking for the $1,250 additional cost I incurred due to there lack of communication. Only on Tuesday, Jun 26 did I receive a call from *** at Best Interstate. I had been calling them for days without a response.
I would like to be reimbursed for the additional expenses I incurred due to Best Interstate's negligence. I was not contacted to be told a moving truck would not be coming within the dates specified in their contract. $1,247.67.
This was not a customer of Best Interstate Moving + Storage's.
Furniture is being HELD HOSTAGE.
Items were left, movers tried to rip us off, and we have lost so much in the last month due to Best & *** Van Lines
Our belongings were supposed to be picked up on 6/25. The movers came 5 hours late. The movers came and tried to charge us $5000 more and when we refused to pay it, they left our stuff at our house and left. Best Interstate then sent *** Van Lines. They showed up 7 hours late. They came and said they cannot finish in one day. I had to leave to close on my new house. My Father (70+year old man) had to go and sit all day with the movers. *** Van Lines tried to manipulate him and get him to sign off a higher price. They then asked us to pay a flat rate of $10,000 and not to deal with Best, just to pay ***. I declined because our original quote was $5600. They sent two guys to pack and move an entire apartment, and my father had to sit for 14 hours while they packed and moved. Then they left so much stuff in the apartment that my apartment complex charged me $150 to clean up my items (I have the bill). Our stuff was picked up, and we haven't seen our belongings in almost a month. Every week we are lied to and told that they call with a date/time. We have heard NOTHING. No one contacts us, unless we call and harass them. It is July 28th, well beyond our contracted time of delivery, and we still don't know when our stuff will be here. We are educators, and school starts next week. Children expect us to be at work and ready to welcome them. They said they would deliver by Sunday, now they are saying Monday. We are requesting a full days pay for my husband for every day he misses work because of the lack of communication and professionalism of Best Interstate and *** Van Lines. We have had a few customer service/dispatch people that have been understanding and helpful, but they are at the mercy of *** and Best should STOP working with shady movers.
We have spoken to ***, and she tries her best, but she has been unsuccessful at meeting any deadlines she has shared with us.
I emailed *** (***'s boss), and he did not even have the common courtesy to respond.
The owner of *** called and tried to negotiate another shady deal with us on 7/6. The day before our wedding.
We have had to purchase everything from towels, to clothes, to daily household goods to survive the last month without our belongings.
Best Interstate has had no empathy and concern for us as working people and humans. They have been unresponsive and we are heartbroken at the treatment of this moving company.
We deserve a refund. We deserve compensation for the items left behind. We deserve compensation for the bill from the Courts at Huntington Station.
Mr. came into an agreement with Best Interstate Moving LLC to facilitate his relocation from Virginia to Indiana. 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.
The original contracted carrier that was dispatched to transport the household goods performed an on-site visual of the items that were due to be transported. Mr. signed an agreement with Best to transport an estimated 6,195 pounds with custom packing service charges of $1,262.50 for a total moving estimate cost of $***; with estimated balance of $***. However, on June 25th, based on the visual estimate, the customer was transporting additional items and required additional services. Due to the change of logistics, Mr. would have been required to sign a Revised Written Estimate, rescinding his agreement with Best. The customer refused to sign the revised estimate and requested to have a different carrier dispatched, understanding this would place the pick up outside of the signed dates for June 23-25.
Best Interstate Moving + Storage was able to contract *** Lines to fulfill the relocation services. On the day of pick up, June 30th, the movers for *** Lines arrived and again surveyed there were items to be transported and packed. The movers revised the estimate to 12,000 pounds with $2,800.00 worth of packing services. Mr. Power of Attorney signed the document agreeing to the revised estimate. Based on the added services, the adjusted estimated balance due upon delivery would be $11,924.00.
Mrs. expressed her discontent with the weight and disputed the balance. As her hired moving broker, Best Interstate Moving + Storage advocated on her behalf to *** Lines. This resulted in the movers collecting no more than the estimated balance, foregoing the collection for the added weight and additional packing services.
As it pertains to the delivery of the household goods, the total distance from Virginia to Indiana was approximately 607 miles. Per Department of Transportation, the driver can only travel 500 miles per day. In addition, regulations mandate the movers have up to 21 business days excluding weekends and holidays to deliver the household goods from the first date available for delivery; as noted on the Interstate Bill of Lading signed at pick up. Based on the mileage of 607 miles, the first day the movers could have delivered Mr. household goods was July 1st. Thus, providing the movers 21 business days from this date. Management was able to confirm delivery with Mrs. on July 31st.
While Best Interstate Moving + Storage is not directly responsible for the inconveniences and damages derived by the actions of *** Lines, management is in communication with the customer to extend a good faith gesture.
I have moved 4 times over the past 20 years and never have I had a bad experience such as the one with the sales rep, *** from Best Interstate Moving & Storage LLC. She constantly talked over me on the phone and pressured me to give her a moving date when I had no idea. When I did have a moving date about 2 months from now her estimate went up from around $14,000 to over $18,000. I have 3 other quote between $13K and $14K. When I asked her what made the jump up $4000 she proceeded to belittle me and said she told me I should have booked with her about a month ago. She has to be one of the most unprofessional salespersons I have come across in my lifetime.