Best Rate Moving & Storage

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
The customer contacted Best Rate on 07/22/When he spoke with
our customer service representative, she took a detailed list of the missing items and forwarded them to the main office to copy and disperse to the applicable moving crew, drivers, warehouse staff, etcso the search for his missing items could begin immediatelyAs of this date we have not located the customer’s missing itemsWe are continuing to search for these items; it’s just that we have not had any luck at locating them yetWe have conducted another thorough search of the warehouse again today and sent another memo to our staff to please continue to keep an eye out for these missing itemsIn the interim, we have advised the customer to please begin the claims process in order to seek possible compensation for his itemsWe have contacted CSI, our 3rd party claims company and provided them the information to initiate a claim file for the customer and he was assigned a unique claim id of # ***The customer must make the next step for filing his claimIt is understandable that he may not want to file until he is certain that the items are a complete loss, but if/when they are located we will certainly contact the customer immediately and ship them to him at the earliest opportunityFurther, if/when his items are located we can communicate with CSI about the removal of those items from the claimFor assistance with filing their claim the customer may contact CSI directly at *** or via email at *** Please provide Claim ID *** when contacting CSI
Normally, we ask that our customers check in with us at their convenience if they would like a status update (whether it be billing question, lost item, claim information, etc.); should we have any news that is when we will call immediatelyJust because we did not call to keep in touch does not mean that the customer and their concerns were “swept under the rug”However, the matter has been addressed by management with the representativeWe may reconsider our approach to these situations since this customer has expressed dissatisfaction that our representative did not follow up with a callWe appreciate that you have brought this matter to our attention so to avoid such future complaints
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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I expected more than a form letter regarding this matter, that's disappointing. The facts remain, your office was less than 30mi from my residence. You should have done a visual estimate. The first I heard of this requirement was on the day of the move when I was asked to sign off on the fact that you did not, after my things were on the truck. Wondering why I did not get a visual estimate, I told the lead guy that I am within 50mi of Irvine and he said, "Oh, you must have called the San Diego office then." Seems he was trained to be deceptive. Also my estimate was for pieces and I received 56. I moved out of a sqftone bedroom aptand paid $5k, double my binding estimate! Stuck with no option but to pay it on the day of the move. Your own website/documents state that hours is required to cancel. Also, the fact that I paid that inflated price to help on delivery day when the driver showed up alone is unacceptable. The delivery driver was super great, but he works for Roadway, the company I will call next time I need a mover
Regards,
*** ***

The customer must log in to her claim and go to the
inventory list (loss/damage section).
The customer has listed clothes hampers as lost or damaged. If this is correct then she needs to type “missing”
if it was not delivered or “damaged” if it is damaged for each and every items
she listed on her inventory list. If it
is damaged she must describe the damage.
(For example: Side of the basked is crushed and the tip ridge tore.) Last, the customer must have a numerical
figure (some amount) in either “cost to replace” or in “claim amount/amount
claimed”. She must then do this for each
and every single item she has listed on the claim form.
IF she has unintentional duplicates of an item (if she does
not have clothes hampers) the furthest left column in that loss/damage
section is where she would click on if she wishes to delete any items. This must also be repeated for any and all
items that are an unintentional duplicate.
The customer MUST remember to click on “Update Loss & Damage” before
going to the next section or her changes will be lost.
We hope that the above instructions assist our customer with
filing a claim. It looks difficult, but
is not really that terrible if you just address it one item at a time and
remember to “update” each section. Smartphones
are wonderful for uploading the docs and pictures from the phone’s camera to
the claim directly
However, if the customer is still experiencing trouble with
filing her claim online then we ask that she please send CSI an email to *** or call them and ask them to send her a
paper claim form via US Postal Service.
This is not the preferred method to file, it is tedious, more stressful,
and you depend on the mail service to get your information to where you wish it
to go, which does not always happen.
We regret that 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regardless of their legal liability,their employees destroyed, lost or stole a $mattress, a $leather sofa and a $headboard The fact that they are only offering $as compensation is appalling That tells me that they do not care about customer satisfaction or the reputation of the company and I regret every day that I gave them my money They take our money, steal our belongings and try to pay pennies on the dollar to the owner Whats to stop them from taking my $couch and paying $for it as a claim now they have a new couch at home for $and I'm out $ Its despicable and I won't stop the negative complaints until they make this right We trust that when we give them money to ship our items, that they will take care in moving them, but this company does not I think they prey on customers who do not opt for the higher insurance coverage They disrupt our lives, steal our belongings and cause so much stress and only offer $for our troubles Its ludicrous and I wont accept it I plan on filing complaints with the FMCSA and the AMSA
Regards,
*** ***

Best Rate has ZERO tolerance for theft! All of our employees
are well aware that if they engage in any illegal activity such as theft we
will assist with the prosecution to the fullest extent. Does the customer have valid evidence to
provide us that the items were stolen? If not, until we have that proof, we
cannot begin to point fingers at employees because a customer says soThe
customer did not reach out to us and give us the list of the items they were
missing, no description of the items, no info whatsoever Therefore, we were not allowed the opportunity
to search and/or try to fully rectify the situation before they posted all
their allegations for all online viewers to see
CONVENIENTLY the customer is omitting the fact that the
balance of their move was waived for their inconveniencesThis discount totals
$3,000.00. That is a substantial amount for
someone to “overlook” mentioning in such an extensive and demeaning complaint focused
solely on defaming our companyWe could have just requested that the customer
file a claim and be done with it; valuation being at $per lb per
article. However, that is not how we addressed
this. We advised them to file a claim
for damages/loss but this $3,was deducted for the inconveniences they
claim to have suffered So, for a
company which is being accused of so many untruths our efforts to reconcile the
customer’s lengthy complaints are being disregarded
Last, *** is NOT the party who would be responsible for any
compensation to our customers. They
solely analyze the claim and advise us of our legal liability to our customer
At that point we (BEST RATE MOVING) are the party to provide compensation
While we regret that the customer was not satisfied with
their services they CANNOT say we have not tried to appease them. Despite our efforts, they customer focuses
their energy on what went wrong and filing complaints and not how to resolve
the situation The customer was sent the
option to file a claim on 07/15/and up to date they have not even expressed
their need to file. Yet, we stay busy
with responding to complaints.
We regret that the customer felt the need to continue their
complaintWe trust that the above explanation enables them to better
understand our position on these matters

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am not satisfied with Best Rates offer of $on damages that total more than $3700! They damaged our $king mattress with a huge bump in the center from bent coils I have attached a picture of our damaged mattress as well as the receipt for a replacement mattress we were forced to purchase totaling $alone! I was forced to open a line of credit with the mattress company because I can not afford to buy another mattress when I just paid Best Rate $dollars to move my things half of which never arrived! Best Rate is still missing our king headboard as well costing $alone ( picture attached) I have asked Best Rate to order this for me and have it sent to me since they lost it, and still no response! I have also attached a picture of our $leather three seater sofa that the lost as well! I've also attached a picture of our $dresser that they damaged, the corners have been ripped off from their poor handling.
I am looking for them to replace my headboard that they lost I have given them the information where they can purchase it and have it sent to me, as for the sofa and damaged mattress and dresser I should be reimbursed for the mattress I had to purchase (receipt attached)As well as reimbursed for my sofa that they LOST worth $And reimbursed for the dresser they damaged $
Regards,
*** ***

We had to supply our response as an attachement as it would not fit into this space provided Thank you.
First we would like to apologize for any inconvenience the customer may have experiencedIt is never our intention forour 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.Sometimes when the movers are busy servicing a move it can be difficult to realize the time and how it can pass soquicklyThey cannot stop servicing a move to make a bunch of callsWhile we apologize that we were not able to meetthe customer’s scheduling requests there are many things which the movers have no control over which can cause adelay.How Charged: If the customer would kindly refer back to their original estimate they would see that our estimates listboth the estimated weight and the estimated cubic feetThe price includes how much it costs per cubic foot and byweightThe standard method of conversion for converting weight to cubic feet is to take the weight and divide it by thenumber “7”For example: lbs would be approximately cubic feetObviously this is an estimated amount ofspace, but would be the minimum the movers should reserve for a shipment of that weight.Information Available & We Request Customers Review: The information about how to have a successful move withlittle stress (Your Rights and Responsibilities When You Move), about what is included in the customer’s order for theirmove, what other services may be necessary, pickup and delivery timeframes, about the use of space and the need toreserve an adequate amount of space for each move, as well as our terms and conditions are all addressed in theoriginal estimateWe provide the original estimate to each customer via email for them to review at their ownconvenience before they are asked to sign in agreement, or before they even pay a depositWe trust that customers doreview the information provided to them about their move so they can have a better understanding of what to expectfor their moveWe trust that it will not be necessary for our movers to have to sit with each customer and review everyterm and conditionCustomers have much opportunity to review this important information and make an informeddecision as to whether they agree to the terms of using out services (or the services of any mover because we operatebased on industry standards) if we do not have all the information we cannot provide accurate answers, we baseeverything on the information provided by the customerFurther, our customers are able to call at any time and askquestions about what to expect or what using a moving service is likeIf customers do not ask questions the movers donot have any idea there could be confusionALSO, the customer is provided the link to “Your Rights and ResponsibilitiesWhen You Move”The customer agreed that she did, indeed, receive this pamphlet/info.Creating an Estimate: When creating an estimate we are completely dependent upon the customer to supply completeand accurate information about the inventory that they wish for us to transport and about the services they will requirefor a successful moveFor example, if they have stairs which will be required to endure while moving their items or ifthey wish to receive full packingThese are reasons which will change the price of the move, therefore this informationis mandatory information to provide an estimatorMovers use specific software which already has the standard size ofeach household item (or items similar)When customers provide estimators with the inventory list they input theinformation into their computer and the software then automatically calculates the approximate MINIMUM cubic feetwhich will be necessary to reserve in order to accommodate the shipmentHowever, we do stress to customers thatthis is only an estimate, not a final priceIt clearly states in our estimate that the final price will be based upon theamount of space required to reserve in order to transport the customer’s shipment.Cubic feet: When the shipment is inspected upon arrival of the movers they will see what the shapes of the items areand they must try to provide a better calculation of how the items will fit into the tractor trailer safely and securely.Items such as a completely glass coffee table (hypothetical example) may only be approximately cubic feet but puttingit into the tractor trailer they obviously cannot have other items packed too close to it, it cannot have items stacked ontop of it, this item would require special packing and it would be considered bulky with having to take much space justto insure it is not damaged during the transport of the shipmentShipments which require to be spread out morehorizontally verses vertically obviously will take more spaceFurther, the space between the top of an item up to thetop of the tractor trailer is also considered as part of the space required for your shipmentThis cannot be sold to anyone else to stack their items in the truck because your items are taking up the actual useable spaceThis is calleddead air spaceThese are situations which cannot be predicted until the movers arrive to be able to see what they haveto work with for space in the truck as well as the size and shape of the items which they must fit into the truck at pickup.Every shipment is differentIt is similar to asking your realtor to show you bedroom homesYou can have threebedroom home which is square feet and others which are 2,square feet, you don’t know what the spaceavailability is until you arrive and see itYou can then visualize how your furniture will (or won’t) properly fit in thehome(This is a prime example of why they were told “different people quote different ways”)There is much about the moving industry which, as described here, is not as customers assume it isWe try to providethe most accurate information we possibly can to our customers requesting moving servicesBest Rate is NOT trying torip them offThe customer misconstrued much of this whole situationThe Bill of Lading cannot be completed until themove is completedHowever, the customer must sign it at the pickupThat is not being sneakyThe customer isperceiving everything as deceitful when in actuality that is completely incorrectThe requirements for the customer’smove changed resulting in an increase in the priceYou get additional items at the grocery store you must pay for thoseitemsThe requirements for the customer’s move were not as originally described which resulted in an increase in thepriceAlso, the services are services which were required to accommodate the customer’s move! If they need doublethe space then they will need double the space with any mover they chooseIf they have to have packing the day of themove, it would be the same regardless of the mover they hireNo moving company can predict when customers wish tochange the order for their move until they arrive and see what they are being asked to work withNobody is trying to bedeceitful or sneakyThe logistics of the moving industry are complicated and unpredictable; and always will be.At this moment, the customer has not paid for their shipmentIt is best if the customer would advise of their intentions:1) complete the move and pay for all the charges then file a claim or 2) return the items to *** and pay theamount due for the services providedIf we must continue to store the items then storage fees will accrue at thecustomer’s expense.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

First, we would like to apologize for any inconvenience that
the
customer may have experienced. It is
never our intention for our customers to be less than satisfied with our
services.
After Loading the Truck:
Our crew is not in position to assume all items are to be moved
especially if the list on the estimate they have in hand is substantially
different. They will start off by
loading the items they were able to identify from their list, unless they were
informed by the customer that they have a change of order and will need more
items to be loaded. At that point, the
movers will cease from loading and will issue a revised estimate to include the
additional items not required to be moved
The customer has choices (they are not forced into
receiving the services):
1) They can cancel
the move, ask the movers to unload what has been loaded, forfeit any deposits
and pay for their time spent
2) The customer can tell the movers not to load anything
beyond the items which occupy the space they paid for to be reserved in the
truck. Any additional items would be the
customer’s responsibility to transport, but the price would be the same.
3) The customer can instruct the movers to load their
additional items, sign the revised estimate, and agree to the move
charges. This is the choice the customer
made to which their signature attests
Loss/Damage: We have
contacted *** our claims service provider to initiate a claim file for the
customer and allow them to file a proper claim as required by law. The customer was sent login information on
07/15/in order to file a claim online and up to date no claim has been
received. No compensation can be offered
for lost or damaged items unless a proper claim is filed in writing with
***. You may contact *** directly for
further assistance *** or online at ***
For further assistance with filing claim the customer may contact *** directly
at *** or via email at ***. Please provide Claim ID *** when contacting
***
We regret that 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

I was contacted by best rate moving and storage for my move from CA to PA, after I opened up some boxes and un wrapping my furniture it was brought to my attention that my inch flat screen was mis-handled causing the screen to be severly cracked also upon another inspection on my stuff I noticed one of my dining room table chairs had a broken leg and one of my tv remotes where also missing I have continually tried to get in contact with the moving company and I have not had any luck I have left voicemails and numerous messages and I have not gotten a call back

[redacted], thank you so much for your response. Yes, I'd like to pursue a full refund whether that is with Revdex.com or an attorney. I have never done this before, so I am not sure of the process.
arial;">
Please advise the next steps.
Thank you,
[redacted]

First, we would like to apologize for any inconvenience that the
customer may have experienced.  It is
never our intention for our customers to be less than satisfied with our
services. ...


The customer
was not satisfied with the original settlement offer (based on our determined
legal liability) therefore we are allowing them to file a dispute and provide
additional substantiating evidence to CSI to see if there can be any
adjustments made to the settlement offer. 
A Senior Adjuster will re-review the claim taking into consideration the
additional evidence and will provide the customer with a resolution to their
dispute on or before 09/30/15. 
 We regret
that 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.

The customer will be compensated based on what is determined to be our legal liability through the claims process, like all customers who have any troubles.  Should be be determined liable for any/all items on their claim the monetary compensation is based on the customer's choice of valuation coverage that they signed for the day of the move.  Similar to auto insurance, if you select the basic liability to cover you and there is an accident, you cannot request to be compensated in any other way than what you chose.  You cannot make the company pay full replacement value if you did not select and pay for it.  This is the law.   If they insist on arbitration, the law requires all movers to have an arbitration company.  Movers pay a fee to sign up for their arbitration services.  If the customer wishes to go to arbitration they may contact us or CSI and arbitration information will be sent to them. Best Rate has no problem participating in arbitration should the customer dislike the settlement offer.  However, if they proceed they may just get the damages approved at the rate of $0.60 per lb per article (which is the valuation option they signed for the day of the move) and without the offer of $200 as an additional gesture of good faith.  We are NOT obligated to provide any compensation beyond the legally determined liability.  We are reaching out to the customer by offering them the generous $200 additional gesture.  We regret that the customer felt the need to continue their complaint with the Revdex.com. We trust that the above explanation enables them to understand we are trying to work with them.

First, we would like to apologize for any inconvenience that the
customer may have experienced.  It is
never our intention for our customers to be less than satisfied with our
services. 
The customer
was not satisfied with the original settlement offer (based on our...

determined
legal liability) therefore we are allowing them to file a dispute and provide
additional substantiating evidence to CSI to see if there can be any
adjustments made to the settlement offer. 
A Senior Adjuster will re-review the claim taking into consideration the
additional evidence and will provide the customer with a resolution to their
dispute on or before 09/30/15. 
 We regret
that 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.
It seems that Best Rate Movers find all of this amusing and that their position on the matter is exempt from any type of consequence -good or bad- and that we will simply comply to their wishes and fantasies. I wish all of the individuals associated with Best Rate Movers the very best in the future. I am confident that the person/persons causing this intentional grief to the public will have to answer to the public for their actions.
Regards,
[redacted]

First, we would like to apologize for any inconvenience that the
customer may have experienced.  It is
never our intention for our customers to be less than satisfied with our
services. 
After Loading the Truck: 
Our crew is not in position to assume all items are to be moved
especially if the list on the estimate they have in hand is substantially
different.  They will start off by
loading the items they were able to identify from their list, unless they were
informed by the customer that they have a change of order and will need more
items to be loaded.  At that point, the
movers will cease from loading and will issue a revised estimate to include the
additional items not required to be moved.
The customer has 3 choices (they are not forced into
receiving the services):
1)  They can cancel
the move, ask the movers to unload what has been loaded, forfeit any deposits
and pay for their time spent.
2) The customer can tell the movers not to load anything
beyond the items which occupy the space they paid for to be reserved in the
truck.  Any additional items would be the
customer’s responsibility to transport, but the price would be the same. 
3) The customer can instruct the movers to load their
additional items, sign the revised estimate, and agree to the move
charges.  This is the choice the customer
made to which their signature attests.
Loss/Damage:  We have
contacted [redacted] our claims service provider to initiate a claim file for the
customer and allow them to file a proper claim as required by law.  The customer was sent login information on
07/15/15 in order to file a claim online and up to date no claim has been
received.  No compensation can be offered
for lost or damaged items unless a proper claim is filed in writing with
[redacted].  You may contact [redacted] directly for
further assistance [redacted] or online at [redacted]
For further assistance with filing claim the customer may contact [redacted] directly
at [redacted] or via email at [redacted].  Please provide Claim ID [redacted] when contacting
[redacted].
We regret that 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 that the
customer may have experienced.  It is
never our intention for our customers to be less than satisfied with our
services. 
We have contacted [redacted] our claims service provider to
initiate a claim file for the...

customer and allow them to file a proper claim as
required by law.  The customer registered
to file a claim on 11/19/15 and yet to successfully post/file her completed
claim.  Should the customer wish for her
claim to be reviewed they must log into their online claim and post the
claim.  Once the claim is filed it will
be analyzed in the order it was received and compensation if due will be
offered based on our legal liability and within the time frame allowed by
law.  For further assistance with filing
claims the customer may contact [redacted] directly at [redacted] or via email at [redacted].  Please provide Claim ID [redacted] when contacting
[redacted]. We regret that our response took so long to post.  We ask that the customer be assured that we
will address her concerns through the claims process.
We regret that 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 that the
customer may have experienced.  It is
never our intention for our customers to be less than satisfied with our
services. 
 
Actual Cubic Feet/Loss or Damage/Overcharge: Per Federal
Regulations we must NOT...

voluntarily pay any claims unless filed in writing per
the filing requirements and within the time limit allowed by law.  Therefore, we would like to encourage the
customer to file a claim with our 3rd party claims company [redacted] and
submit all the evidence they have to support their claim.  [redacted] is a neutral 3rd party and
will advise us if we have inadvertently overcharged the customer.  We will refund any overcharge which may be
determined to be due directly from Best Rate to the customer.
 
We have contacted [redacted] our claims service provider to
initiate a claim file for the customer and allow them to file a proper claim as
required by law.  The customer was sent
login information on 09/21/15 in order to file a claim online and up to date no
claim has been received.  The claim login
information sent to the customer allows filing a claim for loss, damage, delay,
overcharge, and complaint.  All the above
can and must be compensated through the claims process as required by federal
regulations.  For further assistance with
filing claim the customer may contact [redacted] directly at [redacted] or via email
at [redacted].  Please provide Claim ID [redacted] when contacting
[redacted].
 
We regret that 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 that the customer may have experienced during their move.  We regret that the customer found it
necessary to file a Revdex.com complaint, It is never our intention for our customers
to be less...

than satisfied with our services. 
Time of arrival is depending on
many elements such as road, weather and mechanical conditions which are beyond
our control. Unfortunately the customer went out of town and the carrier had
attempted delivery during that time. Although we work very hard to meet our
customer’s requested pick-up and delivery dates, sometimes it is not always a possibility
for a variety of reasons which makes the logistics of the moving industry
complicated and unpredictable.
The customer was asked what the
first available date they will be ready for delivery. The customer stated 06/25/2015.  From that date we have up to 21 business days
to attempt the delivery of the shipment. We will not guarantee a date for
delivery unless a dedicated truck was requested and paid for. We must take into
consideration road conditions, weather, and mechanical issues that can affect
truck routes.  Everything 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.
Customer says that he has already paid the $300.00 deposit and half of
the remaining balance. We understand the customer is frustrated and this is why
we are looking into repairing the wrong. We are currently working on
calculating the days that we were delayed. We will compensate the customer accordingly
and without requiring the customer to file a claim. Normally when something goes
wrong during a move, we handle the situation through claims which are analyzed
by a third party. We do go above and beyond for our customers and many times
allow amounts beyond our legal liability depending on the circumstances of each
case.
 
We trust that the above
explanation enables the customer to better understand our position in this
matter.

It saddens us to post this but there comes a time when enough is enough.  We have tried to accommodate the customer's ever changing demands over and again with no success.  Since the
customer has no regards to the already signed release form this means that even
a complete refund of their money would be enough to prevent him from defaming
our company, because it too is governed by a release form.  Therefore, Best Rate Moving sees no
resolution in sight, as resolutions come when both parties are interested in in
making peace, cooperating, and leaving things behind.  However, the customer refuses to work toward
any agreeable settlement.  The customer
excites himself by defaming our company with fraudulent statements and photo
shopped pictures. 
Best Rate
Movers does have a legal contractual signed release which we intend to
execute.  The damage is done. The customer can only communicate with us via
an attorney so to hopefully put an end to this.

First, we would like to respectfully request that the Revdex.com
remove this complaint from affecting our rating.  This complainant is NOT our customer. He does
not have an authorized representative form which authorizes him to communicate
with Best Rate on behalf ofthe actual customer and he is not listed on any of the legal documents. However, we will still address his complaints.  We just do not feel that it is warranted or
justifiable to have family members or friends file a complaint on behalf of
someone else.  Next we would also like to bring to light that the
complainant is pleasant to speak with. 
Best Rate has no ill wishes for this gentleman.  But we feel that we are trying to go above
and beyond for him only to have a complaint filed against us, and to continue
fighting an uphill battle.  We do not
feel his complaints are legitimate.  Inconsistent Delivery Date/Scheduling: As the customer even
admits the movers were exhausted.  This
is because they do everything in their power to accommodate each customer’s
request. Every customer must be available or have someone available during
their requested pickup spread of dates and their delivery spread of dates. We
are not being unreasonable; we do keep in touch with the customers as much as
possible when we see that we are going to experience a delay.  Some customers insist on pushing the movers
to deliver no matter what time of day it is. 
Busses, subways, flights, concerts, sporting events, and moving household
goods; these wait on no one single person because it is not about just one
person. The logistics of the moving industry are very, very complicated and
just when you think you are able to provide a confident answer then something
changes without warning.  This is not
just for our company, but for almost all movers across the nation. TO PINPOINT
THE ANSWER:  THE CUSTOMERS WHO WERE
SCHEDULED BEFORE THIS PICKUP HAD CHANGES TO THEIR REQUIREMENTS TO THEIR MOVE
JUST LIKE THIS MOVE DID.Paperwork:  IF the
movers were asking the customer to sign the documents before any information is
listed on them, we do offer our apologies; this is NOT how Best Rate operates
and will not be tolerated in any situation. 
We send most information via the original estimate to our potential
customers before the move for the customers to review at their convenience, ask
questions, and make informed decisions about whether they wish to obtain our
moving services and informed decisions about what they will need for their
move.  As we stated in the previous
response, on the estimate are the links which take you to the DOT/FMCSA
websites “Your Rights and Responsibilities When You Move” and
“protectyourmove.gov”.  We require all
customers do their research and review each site before the pickup to help
insure a smooth move.  Further, there ARE
some parts of documents which are not going to be 100% completed and
require a signature at pickup.  The bill
of lading will not be complete until the delivery when it is determined that no
additional services were needed for the move which need to be charged, but still
requires the customer to sign it at the pickup and again at the delivery.  Valuation Addendum is a lot of information
but needs the customer to select their coverage by signing/initialing, so this
may look like it is just a blank document, but yes they have to sign it.  It is the law!  We must also obtain a signature on the bill
of lading at the pickup.  We do not have
a form called “Financial Agreement”.  We
have opened an internal investigation into the customer’s complaints about
allegedly being presented blank/partially blank documents.  This is NOT how Best Rate operates and will
not allow this.  Our company policy
provides for disciplinary action when such a complaint is received by a
customer. We thank you for bringing the matter to our attention as it helps our
quality control department avoid such future complaints. Best Rate would NEVER
knowingly engage in any illegal activity. How Charged:  Again,
if the customer would kindly refer back to their original estimate they would
see that the process of how they were charged is the exact same – it is listed
by approximate weight and approximate cubic feet.  Movers use the number “7” as a standard
method of conversion from weight to cubic feet. 
7,000 lbs would be approximately 1,000 cubic feet.  Increase in Price: 
The customer supplied us a list of 85 items to be packed and
shipped.  Upon arrival to the origin the
customer now wanted 124 pieces to be moved. In addition they had bulky articles
which takes up more room in the tractor trailer (unfortunately causing dead air
space because nothing can be set on top of or beside it due to the shape or
size).  The customer also needed packing
services which totaled $552.00.  Due to
the change in the volume requirements for this move the driver had to communicate
with the office/dispatch. Changes such as these which complicate the space
availability and take away from the already reserved space for other customers’
shipments MUST be discussed with dispatch. So, no there is nothing sneaky going
on and the customer did indeed request the order for their move to change from
what was on the estimate.  Further, the
customer could have told the movers to just transport only the items which
would occupy their specific amount of space reserved for them and not anything
beyond that.  The customers would then be
responsible for transporting anything over the original 754 cu ft.  Then the only additional fees would have been
any packing needed and fees for the bulky items.   Which, again, the information about how any
changes to the order for the move will result in changes to the price of the
move is all included in the original estimate for customers to review at their
own convenience before the move so they can ask questions before and during the
pickup and so they can make informed decisions instead of assumptions.  Last, the customer
requested to pick up their items from our storage location so we generously discounted
all services already provided to total $1,500.00.   The customer signed a release form that they
are happy to receive their items for such a discounted price instead of having
to complete the move for the actual amount they owed. Now, they are trying to
ask for more money from us.  Again, we respectfully request that the Revdex.com close this file
without it lowering our grade.  The complainant
is not the customer.