Best Rate Movers

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.There is no resolution yetWhile their clearly written legal jargon message articulates their side, it is not accurateI am missing boxes and my personal information, taxes, client information is out there, somewhereThey made absolutely NO customer service attempt to help meAnd my "alleged" complaint of Tito et al arriving at 8:at night loading thru the foyer until am is all on video tape Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolvedI do continue to have concerns regarding the unethical practices by [redacted] from Best Rate Movers and his attempts to reduce the verbal amount I owed for the move in exchange for ($270) payment to him and the other two movers, without the company's knowledgeI would also like it noted that despite several attempts to contact the company after all of my issues, they did not respond to me until the Revdex.com was contactedNaturally, my priority was to have the situation resolved at a company level first I am aware that California has some decent rules called SLAPP which allows suit if someone tries to bar me from seeking government redress or exercising my first amendment rightsAt no point did I ever attempt to "extort" money from Best Rate MoversWhen harassed by [redacted] through verbal phone calls and voicemails to remove my reviews of the company, I sent them the following email: Hi [redacted] , [redacted] called me today to ask me to remove my Yelp reviewCould you please let her know the following: I have not been offered any reimbursement for the inconvenience and frustration regarding my move at this pointI am currently on vacation and will not be able to complete the claim information for a few days(I was told that I have up to months to do so.) If you would like to settle without me having to complete the claim information, I would be willing to do soAfter receiving reimbursement, I can remove the posts Thank you, [redacted] My primary goal is not to get into arguments with this companyRather, it is to either receive my missing property (dresser and two boxes of clothing) or receive $to cover the dresser's replacement and shipment to my homeIn addition, I am seeking reimbursement for the damaged dresser I did receive as well as several other itemsI will file my claim as the "Best Rate" Moving Company has requested and if I am satisfied with the result, I will consider this complaint resolvedIt is worth noting, since the Best Rate Moving Company mentioned this, that when I contacted Roadway Moving Company, who delivered my items through Best Rate, they were incredibly helpful, apologetic, and willing to rectify the situation IMMEDIATELYThey were extremely professional It was evident that their company's reputation was of utmost importance to them and as a result, they agreed to pay me a "Good Will" check for my negative experienceThey stood firm behind the statement that Best Rate Movers were the ones who had packed the truck and as a result, did not assume responsibility for the missing dresser or broken itemsTo me, what matters most is that my items be returned and that I be reimbursed for damaged items Regards, [redacted] ***

First, we would like to apologize for any inconvenience that the customer may have experienced during their moveIt is never our intention for our customers to be less than satisfied with our services We respectfully request that this complaint be removed from our file It is a duplicate complaint The customer already filed a complaint about our company 07/20/with a complaint id of [redacted] Please remove this complaintThank you

Unfortunately, no matter how careful any mover is, accidents do happenThis is why we have a claims processChoice for Valuation: The CUSTOMER signed her documents attesting that they wanted the released liability valuation coverage at the origin the day of the move, to which her signature attestsThe information about valuation, the options, and an explanation are all provided on the original estimateThis is sent via email to the customer for them to review at their own convenience before they sign or before they pay any depositThis information is presented on the estimate, on the revised estimate, on the front and back of the bill of lading, and it is explained in detail when you open the links “Your Rights & Responsibilities When You Move” and/or “protectyourmove.gov”This is information that we label as “WARNING” and “IMPORTANT”The customer cannot say they did not have a choiceThey made an informed decision when they signed for their valuation coveragePlease feel free to verify all we state in the response with the shipping documents for this moveIt clearly details valuation, shows the customer’s signature choosing released liability valuation coverage, it also shows the large discounts the customer was already provided off of her billFavors: The customer must realize that whether she appreciates the gestures we have put forth or not, it is not “feelings” which count in the court of lawThe LAW has more than substantial evidence that Best Rate has, indeed, done everything within our power to appease the customerWhile we regret that their move did not happen without incidence, again, this is WHY there is a claims processWhat monetary compensation each customer receives for approved items through the claims process is determined by what coverage the customer chose (valuation choice)Federal Regulations cannot be ignored nor changed when analyzing the claimsBased upon Federal Regulations we have offered settlements excessively over the amount we are liable for; and this is only because the claim is analyzed generouslyThere was not enough evidence to present the case “without a doubt” that the items are our responsibility in one way or anotherThis is why even though the claimed items were denied based upon lack of the required evidence, we then offered such a great settlement amountWe are not accepting responsibility as we have no evidence the items were not picked up in poor condition, nor do we have evidence the damages are not due to the customer’s poor packing, or any number of other reasonsBut, we care for our customers and want to help if this could have been in any way due to mistake(s) on our partThis was done as a courtesy for this customerWe regret that they do not recognize thisRequest for weight: There was not such a request listed on the original estimate from AllianceThe customer received a binding estimateBinding estimates as clearly indicated in their name, whether based on cubic feet or weight, are binding on both the customers and the companySuch estimates if based on weight do not require a weight ticket since they are bindingThe only way to change a binding estimate is to write a revised binding estimate that automatically cancels out any previously given binding estimateThe revising of an estimate must be due to a change of order which results in a change of chargesWeighing shipments and adjusting the prices accordingly is only an option with a non-binding estimateAdditional items after loading the original inventory: The movers do not automatically assume that everything in a residence is intended for shipping unless specified by the customer in advanceIf the customer fails to report to the movers that there are additional items the movers will start the work assuming that only the items on their list are the ones to serviceWhen a carrier finds that there is an increase in the inventory of items needed to be serviced they stop loading and issue a revised estimate at which point the customer has choices: Move only the items which are listed on the original estimateThe customer would become responsible for the packing and the transportation of the additional items that were not originally ordered to be shipped; this would prohibit any additional items from being added to the list and avoid it resulting in additional chargesShip all items, original list plus additional items listIt is mandatory that the movers execute a revised estimate to include all items, services and adjust applicable chargesThe customer will sign the revised estimate in agreement that it represents the accurate list of items and services requested for their moveCancel the move altogetherIf the customer chooses to do so, the movers will unload any items already loaded, stop any packing services being performed, and only charge the customers an hourly rate for the time spent plus any accessorial service fees for services already renderedThe customer instructed the movers to pack and ship all items, agreeing that they would take responsibility for any additional charges to do so(Option #2)A Revised Estimate cancels out any previous estimatesWe are unclear about the customer stating we “closed the sale without her”? The charges were, indeed, authorized because the customer was advised about their changes in their order for their move and how it would affect the price; all of this information is reflected on the Revised Estimate and the customer agreed to this, to which the customer’s signature attests [redacted] /Explanation: [redacted] is not the adjuster who is/was assigned to your claim [redacted] does not analyze claimsAs for the answer to what happened, [redacted] was not present during the claimed damages, she is only capable of passing the information which she is providedHowever, when there is not any more information, she cannot give any further details! It is not that [redacted] is avoiding the customer, but it is that everything that she knows has already been passed to the customerYes, we have gone above and beyond for this customerAccidents do happen, but that is why there is an option for the claims process for customersAs we stated in the previous response, the customer chooses to be dissatisfied with all offers less than her approximated $3,The next step for her is to proceed to arbitrationWe will gladly participate in arbitration should the customer choose to do thisUnfortunately, since there are fees for arbitration we cannot guarantee the settlement amount determined as our legal liability (if any) will be half as generous as the offer we are offering her nowIf we must pay to go to arbitration we will have to retract the gesture of good faithValue: As stated before and verbally explained to the customer, cost, value, etcis NOT how moving companies must compensateMovers are not required to take out insurance (as we like to think of it) in case they scratch or drop somethingHow can they be asked to insure items which they do not even know what they are? Items are inside boxes or wrapped already for transportIt is the customer’s responsibility to take out insurance if they want to be fully compensated for any possible damagesThis is why the law requires all movers offer the valuation coverage choices and why we stress to the customers to read, comprehend, ask questions, & check into the price to have a moving insurance plan written for their goods to be movedHowever, people do not listen, and then blame the movers! Arbitration is binding; just as binding as going to court, but the fees are not as expensive as courtHowever, should the customer choose to obtain legal counsel, that is her choice and Best Rate will resubmit all the same information we have already providedWe are not operating in any way outside the lawThe customer must stop and realize this is not insurance! She cannot make the rules, nor can weThe customer cannot expect anything more than what the law states we are responsible forAgain, monetary compensation is based upon the customer’s choice of valuation coverage they signed for on the day of the moveThis regulation alone reduces the settlement offer immensely as most of the claimed items were denied due to lack of evidenceWe regret that the customer felt the need to continue their complaint with the Revdex.comWe trust that the above explanations enable them to understand our position on these matters

First we would like to apologize for any inconvenience the customer may have experienced during their moveIt is never our intention for our customers to be less than satisfied with our services Settlement: On the day of the move the customer chose the valuation coverage of $ per pound per article instead of paying to have the more comprehensive full replacement liability valuationThe monetary compensation for each customer’s settlement is based upon the valuation choice chosen by the customer Further, if the customer was not satisfied with the settlement offer they had the option to file a dispute and provide additional evidenceThen, a senior adjuster reviews the original claim along with the additional information and determines if any adjustments can be made to the amount determined to be our legal liabilityHowever, the customer did not file a dispute, they filed a complaintThe dispute works toward resolutionThen, if the customer is not happy with the dispute resolution they may proceed to arbitrationThere are other options of where to focus your time which may prove to be more productive We regret that the customer felt the need to file a complaint with the Revdex.comWe trust that the above explanations enable them to better understand our position on these matters

First we would like to genuinely apologize for any inconvenience the customer may have experienced during their moveIt is never our intention for our customers to be less than satisfied with our services The customer states they have experienced loss and damage to their itemsThe customer was referred to our claims service provider CSI to file a proper claim as required by lawThe customer registered to file a claim online on 11/03/The customer was sent an email acknowledging that CSI received his registration the same dayAlso the customer was assigned a unique claim ID # ***The claim ID and his login credentials were also emailed to them 11/03/Up to date no claim has been receivedThe customer must return to CSI’s homepage and use those login credentials to login and then they may proceed with the filing of their claimThe claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaintAll the above can and must be compensated through the claims process as required by federal regulations We would like our customer to know that Federal Regulations allow them up to months from the date of their delivery to file a claimThis is due to the fact that the law allows only one claim per moveThis gives the customers some time to do some (or all) of their unpacking and be certain to include everything in one claim before they officially submit their claimSince this move was an interstate move it is governed by federal regulations which allows up to days for the processing of the claim and for a determination to be made and provided to the customerWe regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims processFor further assistance with filing claims you may contact CSI directly at 877-274-or online at [email protected] We regret the customer found it necessary to file a Revdex.com complaint but we trust that the above explanation enables them to better understand our position in this matter

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***Thank you for contacting the company about my complaint My issue was resolved by the company Best Rate Movers and I received my full refund Complaint ID [redacted] .Thank You, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below This is NOT a duplicate complaintI filed a complaint in July but removed it at the company's requestThey supposedly wanted to work things out with meOn September 22, 2014, I received this email from [redacted] from Best Rate Movers, Inc: HI [redacted] We have a truck leaving this week with your items to **Once it leaves, our office will contact you with an eta and drivers namePlease let me know if you need anything else in the meanwhileThank you [redacted] [redacted] Best Rate Movers, Inc [redacted] Ext [redacted] In a later email, I was told that my dresser, along with two boxes of items would be shipped to meI never received the items, which leads me to believe that they have withheld items that belong to meThey have not replaced the items, nor have they offered to give me the monetary amount for the items which they obviously have/had in their possessionI would be more than happy to document the countless communication documents and times I have been in contact with this companyI will not be satisfied until my items arrive or I am reimbursed the $1,cost of the dresserI am willing to be fair in my expectations of what the company owes me, although the total amount, including original pieces of art, are valued much higher Regards, [redacted] ***

First we would like to apologize for any inconvenience the customer may have experienced during their moveIt is neverour intention for our customers to be less than satisfied with our services.Delay at Pickup: We require that customers are available an entire day for the arrival of the truck as its time of arrival isdepending on many elements such as road, weather and mechanical conditions which are beyond our control.Paperwork: A brief review of the shipping documents reveals that the documents are not incorrectly completedThelaw requires much information and many different documents sometimes to service one move; especially when theorder for the move changes.Increase: The customer’s original estimate was for pieces to be packed and shippedHowever, upon arrival to theorigin the customer then requested we pack and ship piecesThis results in an increase in the space reservationrequired to accommodate this shipment thus increasing the price of the moveThe customer also required $inpacking and materials charges which also resulted in an increase in the total price of the moveAs a customer courtesyour movers allowed the customer with a discount in the amount of $to help them with the price increase.Delay at Delivery: Per our Estimate and Bill of Lading governing this move, we have up to business days from firstavailable date 05/22/to deliver the shipmentAlthough we work very hard to meet our customer’s requested pick-upand delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the movingindustry complicated and unpredictableHowever, we did deliver the customer within the business days which weare allowed; the date the customer filed this complaint falls before the business days expired which was 06/22/15.Customer Service: Upon communication with the office who looked up this move’s notes, all dates the customermentions that they called Best Rate have notes that they spoke with someone the very same dayAs with any otherbusiness we do get busy and some calls may go to voicemail, but we cannot know who calls unless we receive amessageHowever, we have no record of the customer leaving any voicemails.Movers: We regret the customer had to sustain such unacceptable behavior of our foreman and / or crewWe wouldnot ever instruct our employees to ever engage in any illegal activity whatsoeverOur company policy provides fordisciplinary action when such a complaint is received by a customerThe matter has been addressed by management.We thank you for bringing the matter to our attention as it helps our quality control department avoid such futurecomplaintsLoss/Damage: We have contacted CSI our claims service provider to initiate a claim file for the customer and allow themto file a proper claim as required by lawThe customer was sent login information on 06/23/in order to file a claimonline and up to date no claim has been receivedThe claim login information sent to the customer allows filing a claimfor loss, damage, delay, overcharge, and complaintAll the above can and must be compensated through the claimsprocess as required by federal regulationsOnce the claim is filed it will be analyzed in the order it was received andcompensation if due will be offered based on our legal liability and within the time frame allowed by lawFor furtherassistance with filing claims the customer may contact CSI directly at [redacted] or via email at [redacted] .Please provide Claim ID [redacted] when contacting CSI.We regret the customer found it necessary to file a Revdex.com complaint but we trust that the above explanation enables themto better understand our position in this matter

Price went up of coursedollars in items stolendollar couch completely ruined.leather ripped and dented.The frame was cracked and could not be repaired.the couch was less than a year old and after my expenses moving I had to buy a new couch.I presented recipts for it all and was offered dollars for worth of damage and loss

First, we would like to apologize for any inconvenience that the customer may have experienced during their moveIt is never our intention for our customers to be less than satisfied with our services Our customer service representative was not able to assist with the situation after the move was completed/paid forHowever, we did provide the information for the customer to file a claim with our 3rd party claims company CSIIt was explained that her claim of overcharge is supposed to be addressed through filing a claim However, Best Rate would like to offer the customer a gesture of good faith for her inconveniencesAlthough her move was estimated through our booking agent (DDT Transport), the customer feels as if we have overcharged herShe was only charged for the space her shipment utilizedBest Rate would like our customer to know we are truly concerned about her complaintsShould the customer wish to accept this $please have her contact our office at her earliest opportunity We regret that the customer felt the need to file a complaint with the Revdex.comWe trust that the above explanation enables them to better understand we are reaching out to her in hopes that we can rectify her concernsWe care about our customers

First we would like to apologize for any inconvenience the customer may have experienced during their moveIt is never our intention for our customers to be less than satisfied with our services Estimate: When creating an estimate we are completely dependent upon the customer to supply complete and accurate information about their inventory and about the services which will be required to complete the move successfully The estimate was a binding estimate which means it is binding on both the mover and upon the customer Should there be any change in the order for the move the price will change accordingly Increase: The customer’s original estimate was for pieces to be shipped Upon arrival to the origin the customer had additional items which were not on the original estimate Per federal regulations any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide a revised binding estimate which automatically cancels any previous given estimatesThe customer was provided a revised binding estimate which included all requested additional services prior to the loading of their goods to which their signature attests The inventory sheets reflect that the customer had pieces to be packed and shipped In addition the customer required packing services which are only provided at an additional charge ***: [redacted] (***) is not an insurance company and does not pay any claims [redacted] is a hired monthly claims service Their professional adjusters only analyze moving claims, and they do so for many different moving companies across the nation They are not part of any moving company Their responsibilities are to assist the carrier’s customers who need to file a moving claim Moving claims are not the same as insurance claims and there are many regulations which are applicable and MUST be followed or one technicality can be a denial for the whole claim [redacted] tries to inform customers if their claim is completed correctly, they receive any evidence from the customers and then present the evidence to the carrier to show there is justifiable evidence to show they are liable for the damages/loss/delay/overcharge They work to get customer’s items approved However, when the items are approved the monetary compensation is based upon the customer’s valuation choice they signed for the day of the move [redacted] is heavily regulated by the DOT and analyze claims based only upon evidence, evidence that would be considered valid “beyond a reasonable doubt” in a court of law Pictures: The customer had the instructions for filing their claim available to them which clearly state that [redacted] needs a close up picture of the damage and then a full view picture of what the item is that the damage is on VALUATION IS NOT INSURANCE- this is explained more than once to the customer on the original estimate We also recommend the customers go to government websites to research this informationALL of the necessary information is provided to customers via the original estimate which is sent to customers via email for them to review at their own convenience before they are asked to sign or pay anything This is done this way so our customers can make informed decisions about their move · Valuation is NOT Insurance: Movers cannot be expected to carry insurance on items which they cannot even see what they are Everything is already in boxes or wrapped where the movers cannot inspect what condition the items are in before they accept the responsibility of moving such items Any insurance coverage is to be purchased by customers before their move We advise all customers that if you are paying to move the items they are worth paying to insure them You would not purchase a car in California but wait to insure it until you reached your home state of Texas and could walk into your local insurance agent’s office You do not want to take a chance, moving household goods is similar to thatNo matter how careful we are accidents happen to everyone This is why we offer the claims process · Federal Regulations require every moving company in the nation to offer customers valuation coverage- this is NOT insurance but a level of liability which the customers choose to release their items to their mover forIf through the claims process it is determined that the carrier is responsible for any loss or damage (just like any legal process- there are requirements which must be met and the evidence must prove without a doubt that the mover is liable) the monetary compensation is based upon the valuation choice the customer chose and signed for the day of the move · There are levels of liability levels of valuation coverage: o Full Replacement Liability Valuation Coverage: This means that (if the customer files a claim and it can be proven that the mover is liable for the claimed items) the mover will either repair the approved items from the claim to the condition they were when they were placed into their care for the mover or replace with a like item if the original is not available Full Replacement Liability Valuation Coverage is very expensive and must be paid in addition to the price of the move Due to the cost of such valuation coverage this is rarely chosen It is normally less expensive to obtain moving insurance from a moving insurance agent or have your homeowner’s insurance company write a rider for their existing policy to cover the move o Released Liability Valuation Coverage: This level of liability means that if through the claims process it can be proven that the mover is liable for loss or damage, that the approved items will be compensated at the rate of $per pound per article This is exactly as it sounds If you have an item which is worth $1,and it weighs Lbsand it is damaged during your move, then if the item is approved on the claim/ proven to be “the carrier’s legal liability” then the mover would be responsible for paying Lbsx $= $regardless of the value Claims based upon Valuation coverage are paid directly from the mover to the customer; there is not any other company to compensate them for those losses The movers must pay these themselves ALL of the above information mentioned in this response is provided to the customers via the original estimate (as well as other documents) and the customers MUST make a choice and sign for their valuation coverage the day of the move None of our customers cannot say that they “were not informed” about any part of their move We do feel it would be insolent to read every term and condition to the customers on the day of the pickup; we trust that our customers read (at least the information in capital letters or in bold – “WARNING”) before they sign any contract with ANY company Moving day is too chaotic to expect our customers to sit and listen while we read everything to them We trust that they have utilized all the information provided and will ask questions (even if they did not read beforehand they can ask questions at the pickup before they sign anything in agreement) If customers do not have questions we have no way to know they are uncertain about anything [redacted] advised Best Rate that unfortunately, we could be responsible for the damages Therefore, the customer’s claimed items were ALL APPROVED at the weight the customer claimed they weighed! If the customer is not happy with their settlement they can file a dispute, provide any additional information or evidence that they may not have submitted for their initial claim A senior adjuster will then review the claim to include the customer’s new evidence to see if there are any adjustments which can be made to the settlement offer We regret the customer found it necessary to file a Revdex.com complaint but we trust that the above explanation enables them to better understand our position in this matter

Due to the fact we are experiencing font problems when we paste our responses, we are sending the response as well as the legal signed document as an attachment Please feel free to contact us should you have further questions First, we would like to apologize for any inconvenience that the customer may have experienced during their moveIt is never our intention for our customers to be less than satisfied with our services We respectfully request that this complaint be removed from our file and from your siteThis customer has signed a legal agreement before the move that should there be any complaints of Loss / damage / delay / overcharge / or general complaints they will allow Best Rate the opportunity to resolve their complaints before they post negative reviews anywherePlease see the condition below and then the customer’s signature in agreement to said termsAlso, we are including the entire estimate to show the all of the terms and conditions of their move which are emailed to the customer before their move is booked, before they are asked to sign, and before customers put any deposit to reserve their moveThe customers have plenty of time to read, ask questions, and make an informed decision as to whether they agree to the terms of the services we offer and the move we created for them Claims - Should you need to file a claim you have up to nine months from delivery to file a claim Please contact our Claims Processing Company at ww.csipros.org or 877-274-in order to begin the claims processMover is not liable for particle board/pressed wood or fragile items that are not packed adequatelyMover is not liable for damage to property, only that of household goods Appliances disconnect and reconnect is not a professional service provided by the moving company and should be handled by a trained professionalNOTE: In the event you are not satisfied when a resolution is made to your claim / complaint against the company, ONLY THAN you may contact any state, city, government, insurance, and consumer group such as the Revdex.com, public, media organization, internet website or credit card agency Also, federal regulations require the customer file a claim with our 3rd party claims company Compensation, if determined to be due through the claims process, will be offered based upon our legal liability and within the time frame that the law allowsShould the customer feel they are not satisfied with the outcome of their claim or are not satisfied with any offer Best Rate has extended as resolution to their complaints, ONLY at that point the customer is free to post their complaint Best Rate Moving respectfully requests the removal of this complaint as agreed upon in the legal and signed documentsAttached is the estimate with the customer’s official e-signature which is time and date stamped which cannot be altered

Back in July 2014, I hired Best Rate Movers to move my items from [redacted] to [redacted] On the day of the move, three men showed up at my house to load my itemsI had been given an estimate for my move, but ***, the lead mover, informed me that my move would be hundreds of dollars more than originally quotedWhen I expressed frustration at the new cost of the move, he said that he would be willing to keep the move cost at the originally quoted estimate if I would be willing to give each of the movers $Feeling torn due to my budget limitations, I agreedI felt very uneasy about the "deal"I left the room where my items were located and shortly after ***'s departure, noticed that two gift cards, totaling $were missingWhen I contacted the company to complain about what had happened, they offered to take $off the remainder of what I owed themUpon receiving my items in [redacted] , I found that countless items were broken, destroyed, or missingBoxes that had clearly been marked "Fragile" in large letters were crushedThe following items were missing from my delivery: expensive pieces of art (3), a $***'s dresser, clothing, furniture, lamps, an expensive rugIn their place, they delivered items that did not belong to me including a car seat and several baby itemsWhen I confronted the movers to ask about my dresser, the most important item to me, I was told by a mover that he would be back to return it once he located itTwo large pieces of furniture, including an expensive bedroom set were destroyed- chipped wood and broken piecesI made several attempts to contact the company and received a letter from [redacted] at Best Rate Movers assuring me that my dresser and two large boxes of my items had been located and would be delivered within the weekI still have not received themI am extremely dissatisfied with this company's customer service, as well as their dishonesty and failure to follow through with what was promised.I was offered $for my damaged and missing items through a middle man companyI will not be satisfied until my missing items, specifically my $1,dresser are either returned or refunded$1,would satisfy me so that I can purchase a new dresser, as well as a letter of apology for the hardship involved

First we would like to apologize for any inconvenience the customer may have experienced during their moveIt is never our intention for our customers to be less than satisfied with our services Estimating Costs: When creating an estimate we are completely dependent upon the customer to supply an accurate inventory list and their requests for services they will require to successfully complete their moveThe customers tell our estimator the items and the estimator enters that item on the computer and specialized moving software does the restEach item is based upon the American Moving & Storage Association’s standard weight guide(Weight converts to approximate cubic feet by dividing the weight by the number 7-that is the standard method of conversion)The standard weight guide does not account for items that are not normal, standard, basic items, or bulky items, or fragile itemsNor does it account for any dead air space which is completely unavoidable for every shipment when you ship household goodsDead air is the space between the top of an item and the ceiling of the tractor trailer, or between each item that does not fit perfectly together like a gloveThis space cannot be sold to anyone else when your items are taking up the room belowThe best way to explain it is if things cannot be stacked vertically they must be spread out more horizontally to ship them securely without as much risk of loss or damageThen there is a lot of dead air spaceThese are things which cannot be predicted before the visual survey is able to take placeCompare it to house hunting; you are looking at all kinds of bedroom homes, but the sizes can vary substantially!! It is the same with shipping household goodsThe movers do not know what they have to work with until they are able to see everything at the pickupThey are then able to see what space availability they have to work with and the size and shape of the furniture/goodsOver the phone estimates are the most popular way to provide an estimate, until things are completely loaded only then do we know exactly how things will fit in the space availableThis is why the estimate and the revised estimate are both only an estimate! There was not any deceitful or unethical business practices from our companyFurther, each inventory list is printed on the estimateThe customer signed the estimate which clearly reflected pieces and cu ftThe original estimate clearly states: DDT: Although DDT is a booking agent we use, they are not part of Best Rate and we cannot be held responsible for any acts or omissions from their companyThey book the jobs and we perform the moves based upon the information we are provided from DDT Choices: The movers cannot automatically assume that everything in a residence is intended for shipping unless specified by the customer in advanceIf the customer fails to report to the movers that there are additional items the movers will start the work assuming that only the items on their list are the ones to serviceWhen a carrier finds that there is an increase in the inventory of items needed to be serviced they stop loading and issue a revised estimate; at which point the customer has choices: Move only the items which are listed on the original estimateThe customer would become responsible for the packing and the transportation of the additional items that were not originally ordered to be shipped; this would prohibit any additional items from being added to the list and avoid it resulting in additional charges Ship all items, original list plus additional items listIt is mandatory that the movers execute a revised estimate to include all items, services and adjust applicable chargesThe customer will sign the revised estimate in agreement that it represents the accurate list of items and services requested for their move Cancel the move altogetherIf the customer chooses to do so, the movers will unload any items already loaded, stop any packing services being performed, and only charge the customers an hourly rate for the time spent plus any accessorial service fees for services already rendered The customer did, indeed have a choice in the matter and chose to ship all the items and agreed to pay for the shipping of the additional itemsThe revised estimate was executed which reflected all additional services and additional items which were not included on the original estimateThe customer signed in agreement to the revised estimate and the applicable pricing, to which their signature attests However, the customer successfully submitted her completed claim to CSI on 10/02/Since this move was an interstate move it is governed by federal regulations which allows up to days for the processing of the claimWe regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims processFor further assistance with filing claims the customer may contact CSI directly at 877-274-or via email at [email protected] Please provide Claim ID # [redacted] when contacting CSI We regret the customer found it necessary to file a Revdex.com complaint but we trust that the above explanation enables them to better understand our position in this matter

First we would like to apologize for any inconvenience the customer may have experienced during their moveIt is never our intention for our customers to be less than satisfied with our services Delay at Pickup: We require that customers are available a two day window for the arrival of the truck as its time of arrival is depending on many elements such as road, weather and mechanical conditions which are beyond our controlThe customer chose her window of 01/20/and 01/21/as her original estimate verifies this informationFull Value Protection: The customer must realize that we send all the information to each potential customer for them to review at their own convenience via email in our original estimatesIt covers all of our terms and conditions and many of the other complaints this customer wrote aboutIt definitely covers FVP Valuation Coverage and gives websites for our customers to research all the information about our terms and about full value protection liability valuation coverageThis is done so the customers have time to read, comprehend, and ask questions so they do not feel unprepared to make their decisions on move dayMove day is too hectic and there is already enough paperwork to go through, therefore we trust that our customers read and make sure they are in complete understanding of everything before they sign in agreement to any contract (with us or anyone else)We also make sure our drivers are aware of the fact that they should not negate a customer’s request to purchase Full Value Protection but instead they should call the office to get the rate associated with the coverage and deductible chosen by the customerHowever, if the customer wanted to select and pay additional money for FVP they could have signed for it on the Bill of Lading instead of the Released Liability Valuation Coverage of $per pound per article which is offered free of chargeBoth options are beside each other on the bill of lading and the choice is the customer’s Literature: As addressed above, this information is all covered in the original estimate and via the links to the online DOT FMCSA sites for our customers to researchThe customer did receive all this information via the bill of lading as well, to which her signature attests Packing: Our estimate clearly states that no packing materials and labor are included unless it is specifically requested and is included for a specific charge on the estimateThe only thing that is included is the blanket wrapping of furniture for freeThe customer requested and signed the packing & materials sheet which individually lists each packing material used and its applicable charge; the total for her packing and materials was $We will not transport items which are not properly packed for transportThere is risk of loss or damage not only to their items but to others whose items accompany theirs on the tractor trailer Not Informed Price Could Change: This is not the caseThe movers do not automatically assume that everything in a residence is intended for shipping unless specified by the customer in advanceIf the customer fails to report to the movers that there are additional items the movers will start the work assuming that only the items on their list are the ones to serviceWhen a carrier finds that there is an increase in the inventory of items needed to be serviced they stop loading and issue a revised estimate; at which point the customer has choices: Move only the items which are listed on the original estimateThe customer would become responsible for the packing and the transportation of the additional items that were not originally ordered to be shipped; this would prohibit any additional items from being added to the list and avoid it resulting in additional charges Ship all items, original list plus additional items listIt is mandatory that the movers execute a revised estimate to include all items, services and adjust applicable chargesThe customer will sign the revised estimate in agreement that it represents the accurate list of items and services requested for their move Cancel the move altogetherIf the customer chooses to do so, the movers will unload any items already loaded, stop any packing services being performed, and only charge the customers an hourly rate for the time spent plus any accessorial service fees for services already rendered The customer instructed the movers load all the items on the truckThe customer was provided a revised binding estimate which included all requested additional services prior to the loading of their goods to which their signature attestsisual Estimate: There was a visual estimate performed at the origin by our foremanThe customer had the option to refuse services or other options we listed above, but instead instructed to continue her move No Tools: We apologize the customer felt the pickup crew was not ready because they had no toolsWe disassemble and reassemble basic furniture and do not normally require more than the bare minimum for tools; which they normally keep in the truckHowever, we apologize if there may have been a need for a tool which they may not have had or maybe they overlooked collecting their tools at a previous pickup or deliveryThank you to the customers for kindle loaning their tools to the movers so they could disassemble the customer’s items for transit Delay at Delivery: There was not a delay at the delivery of the shipmentFrom the customer’s chosen 1st available date we have up to business days to attempt the delivery of the shipmentWe will not guarantee a date for delivery unless a dedicated truck was requested and paid forWe must take into consideration road conditions, weather, and mechanical issues that can affect truck routesEverything that was agreed upon is in writing and it is the customer’s responsibility to verify all their needs are included in the original estimate Delivery at Night/Problems Resulting from Night Delivery: We ask our movers to please refrain as much as possible from picking up and delivering later in the eveningsWe do not like to receive complaints such as theseWe sincerely regret that our customer claims she was inconvenienced by an alleged late delivery - Much like an airline or bus ticket you must be available and ready when the plane loads or bus loads or you miss out; shipping household goods is similarWe cannot adjust tractor trailer routes to accommodate each person who is movingSome people plan with plenty of time and others do not get their items picked up until the day they are supposed to vacate the premises - Further, we are not able to foresee when there can be a delay in the route due to unexpected circumstances so, yes, our movers are tired and they work hardNO- the $for the long haul is hardly enough to compensate when you consider the additional work our movers have to perform due to carrying everything, item after item, the additional distance and up and down stairs! Payment before Unloading: If the customer would kindly refer to her original estimate and to her front and back of her bill of lading (as well as on the revised estimate and other documents) it clarifies the payment will be collected in full before the unloading of the truck at the deliveryThis is industry standard for every moverIt further addresses collection of payments and methods of payment accepted and the possible additional services which we do not know about until we reach the delivery (stairs, long haul, elevator, shuttle, etc.) Tito: We regret the customer had to sustain such unacceptable behavior of our foreman and / or crewOur company policy provides for disciplinary action when such a complaint is received by a customerThe matter has been addressed by managementWe thank you for bringing the matter to our attention as it helps our quality control department avoid such future complaints Loss/ Damage: When we were informed of the customer’s complaints of loss and/or damage we referred her to contact our 3rd party claims company who is listed on the back of our Bill of Lading, CSIThe customer successfully filed her claim with CSI on 02/20/Since this move was an interstate move it is governed by federal regulations which allows up to days for the processing of the claim We regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims processThe customer must work with CSI and provide all the support required to allow our claims company to properly analyze the claimWe do go above and beyond for our customers and many times allow amounts beyond our legal liability depending on the circumstances of each caseFor further assistance with filing claims the customer may contact CSI directly at [redacted] or via email at [redacted] Please provide Claim ID # [redacted] when contacting CSIWe regret the customer found it necessary to file a Revdex.com complaint but we trust that the above explanation enables them to better understand our position in this matter

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Complaint Type: Billing or Collection Issues Problem: I used BRM in January It was a terrible experience including major damages to what furniture wasn't lost, missing boxes (11+, including all my personal information and taxes etc.) as well as receiving other people's merchandise with different LOT numbers on the damaged boxesMy move from southern California to Seattle cost $4k plus but I've spent at least double that in replacing everything they broke or lost or delivered elsewhereSome things are irreplaceable such as photos and personal information, which caused me to sfraud alerts on all my cards subscribe to a service to monitor my social security numberThese people DO NOT careThey NEVER return phone calls or emailsI had to go through their very sketchy claims process with a company called CSI in FloridaMy claim for $was released by them on June 11, My check for that $should have come to me in July of I never got itSo, I started calling Best Rate againTerrible process but CSI said that there was nothing more that they could do and I had to call Best rate AGAINI've called 20x at least and sent several emailsI've talked to one persona and she's new and she told me that the "girl that was working on my stuff" was fired and took my stuff home with bc my file (all my personal information) was missingI sent her the claim for my money, as I kept a copy of it, and was then told my file (it suddenly appeared) was being reviewed and I should have a check in a couple of daysThat was a month agoI just now talked to the same woman and she said she has no idea when or if I will get my checkThey are in a bad situation with a merchant and need to "clear that up" before she can write a check and their are people ahead of meI've been waiting since July of this year! By all means to your research with these thieves - they are refusing to release my claim check and I'm being fed every reason in the bookThey want to make you go away and forget about itDesired Resolution: Refund Desired Outcome: I want my claim amount of $plus interest for every month that they were late in paying me my amountThe claims company they release my claim on June 11th and Best Rate had days to send me my checkThat takes you late July/early AugustWe are well beyond that Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [redacted] Transport, aka Best Rate Movers still owes me $They rushed me through the paperwork, on line, while the employee was waiting for me to "e-sign" the paperworkI gave them approximately days notice of cancellationTherefore, I did not cause them any problems as that is plenty of notice for them to fill the anticipated move dateThey said this amount is a booking fee and it is non-refundableThat is no way to run a business and I did not see that it is non refundable and the employee did not explain it to me verbally, nor did he call it a booking feeHe called the $a depositThey only refunded me half of the $I am a senior citizen and feel very cheated because I did not inconvenience them in any way, shape or form I have since talked to other moving companies who do not require any money up front until the actual day they pick up your furniture [redacted] Regards, [redacted]

This job was booked on May 2, by a representative of [redacted] , the booking agent for Best Rate Movers, Inc The customer called back to cancel on the same day I was off on May 2, so the cancellation call went to the sales manager on duty Apparently, that call led to the filing of the Revdex.com complaint On May 3, I contacted the Shipper, Ms [redacted] , and spoke to her about her move I offered her the opportunity to either permit us to service the move with a percent discount, or she could cancel her move with Best Rate and she would be issues a full refund Ms [redacted] was grateful for the call and requested that the move be cancelled and a full refund issued I advised Ms [redacted] that the refund would be issued on Monday, May 4, and the refund was processed by [redacted] on May 4, Ms [redacted] stated to me on May 3, that the processing of the refund satisfactorily resolved the dispute that she had with best Rate Movers, Inc