Best Rate Moving & Storage

First we would like to apologize for any inconvenience the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services.
Overcharge: The customer had 70 additional items which resulted in the additional 1259...

Cu. Ft.. Also, the customer was provided the price for packing of the items they now required to have us pack, and signed the revised estimate instructing us to perform all of the services listed thereon and accepting the charges for this service. 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 estimates. The 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 customer was well aware of these charges prior to the move and during the move when they requested us to perform all the services. There was not an overcharge, the increase in the price is due to the change in the order for the customer’s move; which was not expected by our crew and only discovered upon arrival to the origin. We were luckily able to accommodate such a substantial increase.
Delay at Delivery: The sales representative cannot give the date or ETA for the shipment, once the job is booked it is transferred to dispatch and it is up to the dispatch to coordinate the delivery ETA (Estimate Time of Arrival). The customer was asked what the date will be the first available date they will be ready for delivery. The customer stated ASAP. We used the date of the pickup as the customer’s first available date 12/30/14; 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.
Loss/Damage: We have contacted CSI 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 02/12/15 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. 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. 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 CSI directly at 877-274-0074 or via email at [email protected] . Please provide Claim ID 30129 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

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.

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.Best Rate Moving and Storage chose to submit a generic response to my complaint which was filed with the Revdex.com of San Diego and DOT. Both of these are governing agencies that oversee the moving industry. Their response indicates how cartoonish they are. What was never addressed by them were any of the specific details submitted in the original complaint by me.For example, they never addressed the reason or gave a legitimate explanation as to why the two men were three days late showing up. As indicated in their response, customers are to be available the entire day of arrival of the truck. We were. All of the delays were caused by Best Rate. We sat at home and waited...and waited...and waited. One of their own men expressed his concern that the estimate was way to high. The estimate was for over 5000 pounds of personal property. He and I agreed to inventory the belongings together. It was after this that he called his boss [redacted], where he was told to re-estimate the cost of moving the belongings by using cubic feet. This bait and switch tactic was used on me. I didn't bite. The bait smelled bad. This ploy or inducement to add pressure to the client is deceptive and malicious.Also addressed in their response was that they were hopeful that their movers did not need to sit down with the customer and explain the terms and conditions of the contract. Is there a person in America that would not want to address the fact that none of their forms were complete?  Every form was incomplete..Spaces that were to be filled in, were left blank. I was to sign the forms and "trust" them to be honest?  No coherent or lucid adult would sign a contract without any of the details being disclosed.This company also alleges that their client (us) received a pamphlet from them titled "Your rights and Responsibilities when you move." This statement is 100% false. The day the movers showed up,one of the men gave me the pamphlet but then tuned around and took it when he got into the truck to leave. I hadn't read it, he knew it, but he still drove off in the truck.Perhaps the most offensive statement in their entire response is the one that alleges that moving companies cannot predict when customers wish to change their order for their move. We never changed The men that showed up for the move were three days late and tired. This was witnessed by not only me but three of my friends who were there that night. All three of them watched the entire move.Best Rate Moving and Storage couldn't and didn't address the reason why their FINANCIAL AGREEMENT was intentionally left BLANK. This is where the pressure was applied: Either sign the form or we won't move your belongings. I told them to go ahead and unpack the truck. After thinking about it, they drove off with the personal property. In their state of confusion, weariness, and frustration they forgot to collect the financial agreement that they had tried to pressure me into signing. I still have that form in my possession if anyone would like to receive a copy of it. The form is blank. No names,no addresses,no final charges. The form allows their company to charge any amount they might wish if left incomplete. If an individual was trusting enough to sign the thing, the company could charge any amount they wanted. The form clearly states that the client agrees to pay for the above listed charges, regardless of any type of dispute they might have with the company. While speaking to a representative from the Department of Transportation she agreed that full disclosure should've been made by the moving company. In an attempt to intentionally deceive and cheat the public (Senior Citizens too - I'm an old guy! ) Best Rate Moving and Storage should be investigated by law-enforcement for elder abuse, doing business in BAD FAITH, and deceptive advertizing. Their license should be revoked. It is companies like theirs that cast a dark shadow on the moving industry. The many HONEST and LAW ABIDING individuals employed by this industry deserve better representation that that of Best Rate Moving and Storage.Best Regards,
[redacted]

If the customer is not satisfied with their settlement offer they may file a dispute with CSI. The purpose of the dispute process is to allow the customer to submit any information or evidence that they did not submit for their claim. Then, A Senior Adjuster will review the claim with the additional information and determine if any adjustments can be made to the settlement offer. However, if the customer wishes to do so they must follow the directions at the bottom of their settlement letter and send an email to advise why they are dissatisfied and requesting the claim go into dispute status.
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 willing to allow the customer this free of charge service because we would like resolution to this situation as well.

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.To whom it may concern:I have been trying to finish my claim. I have called CSI several times for assistance in helping fill out my claim. Nobody would help me. They kept telling me to redo the claim and read the directions. It is very complicated. I was told to indicate each item and the value and everything. I haven't been able to get to a computer and have been using my cell phone. I called CSI yesterday and told them I am off Friday the 18th as I'm off work. I was told I have time to redo it.
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. ...


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 during their move.  It is never our intention for our customers
to be less than satisfied with our services.
We have contacted CSI 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 09/01/15 in order to file a
claim online and up to date no claim has been received.  In the mean time we have placed a trace on
the missing items and are currently awaiting on response from customers on the
same route. If the items are located, we will ship them to the customer and notify
CSI to close the claim. If the items are not found the customer will be
compensated as per our legal liability and through the claim process. We urge
the customer to file a claim for missing items as both the claims process and
the tracing of the items take time. Since this move was an interstate move it
is governed by federal regulations which allow up to 120 days for the
processing of the claim.
We apologize for the time it
takes our representatives to respond. We do try our best to get back to our
customers as soon as we possibly can and in an orderly fashion. It is our busy
season and all of our representatives are busy assisting many customers with
their special move needs.
For further assistance with
filing claim the customer may contact CSI directly at [redacted] or via email
at [redacted].  Please provide
Claim ID [redacted] when contacting CSI.
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 the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services.
 
The customer believes they were overcharged. This must only be...

addressed by filing a claim with our 3rd party claims company CSI. They are not insurance therefore do not pay any claims which are approved. That compensation comes directly from Best Rate Movers if through the claims process it is determined that compensation is due. CSI determines our legal liability and all of their work is heavily regulated by the DOT. IF there is an overcharge they will find it and advise Best Rate and the customer. Best Rate Moving has survived in today’s tough industry because we base our business upon honesty and hard work. Yes, regrettably, accidents happen for every business which may be beyond their control. However, this is why we offer customers the option to file a claim.
 
Further, the customer successfully filed her claim on 10/14/14. Since this move was an interstate move it is governed by federal regulations which allows up to 120 days for the processing of the claim. The customer should have a determination presented to them on or before 02/14/15. 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 process. For further assistance with filing claims the customer may contact CSI directly at 877-274-0074 or via email at [email protected] . Please provide Claim ID [redacted] 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 that the
customer may have experienced.  It is
never our intention for our customers to be less than satisfied with our
services. ...


 
The customer complains about overcharge.  This must only be addressed through filing a
claim with our 3rd party claims company [redacted].  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 09/24/15 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. 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.  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 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.

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.
To whom it may concern:I have been trying to finish my claim. I have called CSI several times for assistance in helping fill out my claim. Nobody would help me. They kept telling me to redo the claim and read the directions. It is very complicated. I was told to indicate each item and the value and everything. I haven't been able to get to a computer and have been using my cell phone. I called CSI yesterday and told them I am off Friday the 18th as I'm off work. I was told I have time to redo it.
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.
First of all I would like to address the fact that Best Rate Moving And Storage does not like the fact that my name is not on one of  their contracts. They should be grateful that it is not. They allege that I am not the customer. They also note that I have not been approved by them as an authorized representative and as such, do not have the authority to speak on behalf of [redacted]. I do not need their approval to represent [redacted].[redacted] has given me the authority to speak on her behalf by utilizing a power of attorney form that has been notarized and signed by her.What they do not know are details of our engagement. California law provides benefits for those individuals that cohabitate. Apparently they are not aware that I have the signed power of attorney form. It does authorize me to deal directly with them on [redacted]'s behalf.  I do not need to be listed on their legal documents. I'm sorry if they do not feel it is justified to have family members or friends to speak on behalf of those that have chose Best Rate Moving and Storage. [redacted] and I feel it is unjustified that she had to deal with such a lawless group of individuals. Since I am legally granted the authority to speak on [redacted]'s behalf, I am requesting that the Revdex.com NOT remove this complaint from their system. Once the truth is known and the public is made aware of the deception perpetrated by Best Rate Moving and Storage, I suspect their rating will speak for itself. I agree with them. Yes, it's going to change.Secondly, Best Rate feels they are fighting an uphill battle with me. That certainly would not be the case if they were compliant with the law and honest in their dealings with their customers. I am a true stickler for details. And the details that I have uncovered about their operations provide plenty of fodder on which to feed. I suspect that unless this complaint process is put to rest by me, the press is going to have a field day with this company.I will admit that the two gentlemen that showed up to do the move were indeed tired. That is not Ms. [redacted]'s problem. She never signed a contract asking for exhausted employees to do her move. She was told the movers would arrive on May 28. They didn't show up until May 30. Any inconsistency that took place was caused by Best Rate Moving, not Ms. [redacted]. The company continues to wine and snivel about problems having to do with scheduling issues. Those issues are their problems, not their customers problems. How can customers who had an earlier appointment with the moving men have anything to do with [redacted]?  The two families have nothing in common and don't even know each other. This lack of organization and the confusion it creates is reminiscent of a THREE STOOGES movie.Regarding their blank documents that I was asked to sign, Best Rate simply will not come out and state that they were wrong for providing blank documents to me in the first place. The reason these problems have started is because their employees are not trained properly in filling out the paperwork. It is obvious to those of us that make our living via the proliferation of letters and such. The paperwork is no big deal. Their employee's do not know how to complete the paperwork correctly. They also lack product knowledge. [redacted], one of the guys that showed up to move [redacted], could not answer questions I had regarding the move. Again, this is not the problem of the public. This is a company ran by [redacted] because they shut down the Dynamite factory and pink-slipped all of the [redacted].I'm glad they brought up the issue of how they charge people. Their own employees were amazed went two inexperienced laborers packed a 16' enclosed Penske truck with all of the personal belongings of Ms. [redacted]'s.Why was it that a  professional moving company required in excess of 20 feet on their moving van to pack the same amount of personal belongings that was comfortably packed into a 16' Penske truck? Plus, there was plenty of room to spare. I have photos of the van if you like to see them.We are still waiting for an explanation from either [redacted], the warehouse manager or [redacted], the director of operations as to how such an event could've taken place. Ms. [redacted] and I both believe that the story suggested by Best Rate Moving was nothing more than a lie. Their employees intentionally mismanaged the packing of her personal belongings for the sole purpose of extracting more money out of her. When the announcement was made by [redacted],(the man in charge of the move at [redacted]'s house) that her belongings took up more room than what was allowed, he announced a major increase in the price to move the furnishings. In terms of cubic feet, the 20' of the moving van that housed [redacted]'s furniture,multiplied by the 3' vacant area from the top of the furniture to the top of the truck, times 8 which is the width of the truck equals 480 ft.³. Best Rate does nothing more than try to con their clients into believing that their estimate is accurate. They are outstanding fabricators of the truth.The short paragraph that indicates that the customer requested to pick up the items from the storage location is also another fabrication of the truth. We showed up unannounced, with a small army of individuals willing to get the personal belongings of Ms. [redacted]'s. We were denied access to her property and had to resort to calling the Sun Valley Police Department for assistance. There was never one iota of generosity displayed by a single employee of Best Rate Moving. Actually the opposite is true. They fought us tooth and nail and resisted and rejected any form of compromise from us. It was only when the sergeant from Sun Valley PD got involved with the asking of questions regarding allegations of forgery( made by me ) did Rick consider compromise as a means of resolving the dispute.[redacted], the director of operations, has never been generous to us. It was only after I promised [redacted] and I would work feverishly to bring this company to his knees and see to it that authorities would shut their doors permanently did I sense [redacted] believed me. I still mean it if they don't follow through on promises that were made to me yesterday, July 20, 2015.I did sign a release form. The  secretary was in a hurry to get home. I hadn't read the form but she said that she was going to make a copy of it for me and bring it back to me before she left. She left without giving me a copy of what I signed and I still have not received a copy of it in the mail, through email, or through any other means of delivery. I spoke to her today and says she mailed it to me. It still has not arrived.I would reject wholeheartedly their request to remove my complaint and close this file. If anything, I believe a major investigation of the company is warranted. Perhaps this is unknown to them but under certain circumstances a contract can be voided later on. This can occur when there was something wrong with the contract when it was initially created. These types of contracts are void from the get -go, meaning that they cannot be enforced. Falsifying documents involves altering, changing, or modifying of a document for the purpose of deceiving another person. Falsifying a document is a crime punishable as a felony. Neither Mrs. [redacted] nor myself ever signed a document from Best Rate Moving and Storage.  Someone forged her name and mine as well. This is not conjecture on my part. I actually saw my signature on one of the legal documents contained in a file. Because of the forged signatures, I know that the contract are not enforceable and as such, the contract was null and void from the very beginning. [redacted] is entitled to and expects to get, a full (100%) refund of all monies paid by her to Best Rate Moving. On Saturday, July 18, 2015 I received a phone call from a representative of Best Rate Moving and Storage. Her name is [redacted]. I explained to her that this was nothing more than a bad business deal between them and us. She offered to check into a full refund on Ms. [redacted]'s behalf. She is to call me on Monday, July 20 with an answer as to whether or not a refund will be provided.I have in my possession a signed and notarized power of attorney form giving me absolute authority to speak on Ms. [redacted]'s behalf. I have also contacted the Kern County Sheriff Department and filed a complaint regarding the forgery of my name to legal documents. I have written a review on the website for [redacted] and provided that same website with photos of the storage yard that is leased by the management of Best Rate Moving and Storage. The photos are not very flattering but they are honest photos. I believe there is deception, racing unbridled, in every corner, nook, and cranny of this business. For example, the management is promoting their storage facility as a clean and safe place where you store your belonging and you can rest comfortably knowing you're in good hands. This STORAGE FACILITY IS NOT ONE STEP AWAY FROM BEING DECLARED A MODERN DAY UTOPIA FOR FAMILIES INVOLVED IN THE MOVING PROCESS. PLEASE, PLEASE,....LOOK AT THE PHOTOS I'VE POSTED on the website [redacted]. The advertising done by the company is not only false and misleading, it is done intentionally by the management team. The photos I posted are photos taken when we had our "stand-off" with Best Rate Managers and their employees. If you look in the back ground of a couple of the photos you can see the company logo of BEST RATE MOVING AND STORAGE.  Appalling as it is, this is where they store your stuff.  This IS their actual storage facility. It is filthy and cluttered. Belongings are left out in the sun with no protection. I believe allegations of false appetizing would stick. Don't you? Please check into this won't you? I want to shield myself from any exposure from these pests in the future.Companies ran by individuals that don't know the meaning of ethical behavior or doing business in GOOD faith should be eradicated from our Free Market Economy. When we hear a person use the term " I have seen the light " they are generally referring to the fact that they have been enlightened. However if you're a cockroach, you'll run for cover at the first sight of light. Pests like these need to be eliminated from our lives. Pests in our home or pests in our society, which is worst?  I believe that pests found in the home is the lesser of the two evils. Bugs don't have the ability to reason. So they won't leave the house with a pre-meditated scheme designed to harm or injure other bugs emotionally or financially. You won't find the scheme tucked away in their wallet or in their briefcase (if they had briefcases or wallet's !) Pests in our society come in all shapes and sizes. Some SOCIETY pests are like the snake found in the grass or found basking in the sun. They can bite you and the bite is likely to hurt, but you will survive. However some SOCIETY snakes are venomous and a single bite can kill. SOCIETY snakes are known for their ability to WOUND EMOTIONALLY AND FINANCIALLY.  They cannot spell the word "Ethics", they exploit their workers, and over-bill the life blood of their business...their customers.David CheneIf you have any questions, please feel free to call me. Thanking you in advance for your consideration I remain respectfully yours,[redacted]Attorney-in- fact for [redacted]
Regards,
[redacted]

First we would like to apologize for any inconvenience the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services.
The customer’s concerns are explained in the original estimate which is emailed to the...

customers before their move to review at their own convenience. This is done before the customers sign anything and before they are asked to pay any deposits/payments. All of this information is available to be reviewed so every customer makes an informed decision as to whether they agree to the terms of using our services.
Survey: Movers use the same standard weight guide that the military utilizes, which has the standard weight of each household good already pre-calculated (as an estimated weight of course). This standard weight guide is created by the American Moving & Storage Association (AMSA). This is used for a visual estimate as well as an over the phone estimate. (To help the customer understand why weight and not cubic feet: the method of conversion from weight to cubic feet is to divide the weight by the number 7. If you want to estimate the weight of a shipment you multiply the cu ft x 7.) DOT regulations as well as our applicable tariff and the terms of the governing bill of lading all state that a physical survey is not mandatory if the customer lives over 50 miles from them (the carrier).
Insurance: Moving companies do not have to carry insurance on customers’ possessions. They have auto insurance to cover a catastrophic event/act of God. The burden of insuring the shipment is upon the customers. The movers cannot be asked the insure items that are inside of boxes and/or wrapped; they have no idea what the contents of the boxes may be (clothing/computer parts/photograph albums?) There could be pre-existing damage that they cannot see when the item is wrapped. Movers offer valuation coverage. This is covered on the original estimate, on the front and back of the bill of lading, as well as it is detailed on the sites which we provide the links to: “Your Rights & Responsibilities When You Move” and “Protect Your Move”.
Pamphlets: As stated above, we provide the links to both the informative pamphlets/sites before the move.
Delay: The customer was asked what the date will be the first available date they will be ready for delivery. 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.
Overcharge: We would like to encourage the customer to file a claim with CSI and allow them the opportunity to review all the evidence and the shipping documents. IF there is an overcharge they will identify and advise us of how much.
Loss/Damage: No compensation can be offered for lost or damaged items unless a proper claim is filed in writing with CSI. You may contact CSI directly for further assistance at 877-274-0074 or online at [email protected] .
Service: We regret the customer had to sustain such unacceptable behavior of our foreman and / or crew. Our company policy provides for disciplinary action when such a complaint is received by a customer. The 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 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 [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My response: [redacted], so I have a few problems with their response. First of all, when I have my belongings the day of our move and they don't show up at the final destination, then yes, there is a problem and I am going to point the finger right at the moving company, Best Rate Moving & Storage. They are responsible for doing one job, handling my belongings in a caring manner and transporting them from one location to another and when we pay for a  full-service move that does not mean throw all of my clothes in a box with no hangars to hang neatly, with gels and other bathroom products (incompetent and contractually this move was not fulfilled by Best Rate Moving & Storage). They couldn't even do that right!.All of these missing items happen to be very valuable and for some reason they didn't so up. I have ZERO tolerance when it comes to a horrible company that doesn't provide the contracted service it was paid to do. From damaged items, ruined items and even worse, expensive items go missing they (Best Rate) had decided to take advantage of a family in a desperate situation to move because of a new job starting. I don't know why they keep taking up my time dealing with this, when they need to take responsibility for their actions.This company gave me a price, starting packing up the truck and when I called the day of the move concerned about being charged more and stating that I didn't have a budget for the price to go up, Bri assured me everything would be fine. I guess fine to this company means, we know you have to move today and are vulnerable. Best Rate almost doubled their fee and then offered me a payment plan to act like we're doing something nice for me. I was completely trapped and this company knew it. The refund of this bogus overcharged amount of $3,000 doesn't come close to the amount of damages endured by my family. The damaged, ruined and missing belongings and not to mention all of the time to sort out this horrible pack job, and the emotions spent on this disaster well exceeds that amount. Best Rates statement that I am on focused solely on defaming this company is incorrect. This company is what is it. Untruthful and they have horrible business practices and I am going to continue to do what I can to get the word out regarding my experience until they take care of their customers and do what is right. The thing is, they don't care about their customers or even doing the right thing by their customers. I have first hand experience with this and can say this over and over. Let me focus on their next statement that you see above in their response, "The 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."Now they are just lying. Another perfect example of the integrity and how Best Rate Moving & Storage works. So, according to this statement above, it sounds like I have never reached out or provided any list of items or descriptions and that I just went online and wrote bad about them for fun, right? Well, here is e-mail proof that I have provided to them everything that they said I did not.See below dated 6/26 to Operations Manager, [redacted]: From: sste18 [[redacted]] Sent: Sunday, June 28, 2015 10:36 PMTo: [redacted]Subject: RE: Please use this email. - Thank you[redacted], we took some time today to look again for items we knew we obviously gone and discovered some new missing items. Thanks for recommending looking thru everything again.  Items missings:- New Valentino special edition red studded flats, t-strap, matte red, studs red and all over the shoe, that I bought for [redacted] for our wedding on 12/31 (purchased 12/26 flown over from Hawaii , the last pair. Valentino didn't even have any left) that are not here, irreplaceable/priceless! I don't think I can go back and replay our wedding.  My wife is devistated. This is tragic. She is in tears. We are going to call Nordstrom tomorrow to see if someone tried to return them for cash as the receipt was in the box. Purchased on my credit card. ($1,236.60 amount wasn't provided in original e-mail, but I have since had Nordstrom send me my receipt)-TV Mount for 60' flat screen ($120 value)-Louis Vuitton the French purse (wallet m61674 ($750)(purchased at Neiman Marcus, Fashion Island Mall, Newport Beach, CA)- Louis Vuitton mini pochette ($490) Both Louis items were in the tote bag below. Out of 4 Louis Vuitton items 2 made the move and 1 ( the Tote, see below was damaged with liquid and lotion). -Bathroom shelving unitItems ruined/damaged-Louis Vuitton Speedy tote bag ($1500) (shoulder strap missing) (purchased at same location as wallet mentioned above)- bunk bed drawers- damaged Cal King mattress - damaged entertainment center- clothes ruined, damaged, stained from movers packing wardrobe boxes with no hanger bar, as well as mixing clothes with liquid, lotions and other household products...not to mention time to un-pack items and re-do loads and loads of laundry as well as dry cleaning that was done before the move still has to all be re-done.- broken plates- broken glasses- bath/body products wasted/damaged- box with some house cleaning items not secured and spilled has to be thrown out and replaced.Tipped the movers in Rancho Santa Margarita,  [redacted] and his crew $100 each!  I bought them cold beverages, lunch and even came from our hotel back to the apartment to bring them dinner. I even gave them some of my sneakers. Had I'd known they'd steal all of this stuff they wouldn't have set a foot in my house. How the hell do people take advantage of a family like this?So disappointed at yet another discovery with my wife's wedding shoes being stolen. I can't get over this and when I say this, I mean everything. I don't think anything is worse than being in bed right now with my wife and seeing tears going down her cheeks. This is sickening. We don't have a lot of money. We had a small wedding with just our 2 kids and us at the Santa Ana Court House and this is one thing I wanted to do special for her and get her the shoes of her dreams for our special day. [redacted], there isn't much to say at this point. The move you know all about...from hell. It gets more heartbreaking at this point.  This has taken enough time as it is, please fix this situation in a timely and proper manner, so at least we can look back on this one day and say, even though we were taken advantage of and it was the move from hell,  [redacted] made things right.Please call me when you get in. I may call at 830am your time or 9am as I am so distraught right now. It's 130 am and I probably won't sleep. Taken to the cleaners, [redacted]PA 18 attachments resized to medium and small. I hope that they all come thru. [redacted], now, does this company the one that just claimed that I haven't attempted to provide them a list of any damaged or missing items whatsoever start sounding like a company that can be trusted? I mean I just provided e-mail correspondence that I have clearly sent them something that they sounded pretty strongly about that I didn't. They just told you, the Revdex.com, that I haven't tried in any way to provide them a list, nothing whatsoever. Now they are just trying to take advantage of me and are lying to make me look bad and continue to drag this out. That is why I will continue to fight for a full refund and damages that this company has caused my family and I. I will continue to warn others about their un-ethical business practices until this situation is resolved. The items above; missing, broken, damaged add up to over $6,000 in re-placement costs alone.[redacted], I have more correspondence with this company if you need it, as well as photos. In the real world, when you pay for a service and that service is not provided correctly and is blatantly unsatisfactory, what will a good company do? They will recognize their mistake, take care of their customer with a refund and use the experience to improve their overall business practices, correct? Not Best Rate, they continue to not take responsibility for not properly executing a full-service move (that was the service paid for) not being done correctly.  A successful business will take pride in their company and the experience of their customer and refund them. Best Rate just continues to make themselves look bad by treating me poorly and lying about us not contacting them and not providing them with our missing/ruined/damaged items. Again, to resolve this issue, I am seeking a full-refund. Best Rate waiving of the $3,000 bogus charge they added-on was a start, but far from enough, or satisfactory. They are about $6,097 off on this.[redacted], are my next steps to file a police report or contact an attorney about small claims court?And no, Best Rate your response didn't help me better understand your position on these matters, or any of  your business practices. You take advantage of customers and I will have to continue to spend my already packed life and time having to address your companies shortcomings and failure to hold up to your end of the contract, as well as items that were stolen/missing, but I will continue to do so, and will state again; you will not take advantage of me, my family, my belongings or the situation I was in during this move. A move again is supposed to be a fun exciting time, and I like others hired movers for the ease and convenience of the idea of having movers. Your company failed to live up to anything remotely close to a convenient full-service move. I hoped to have hired a company to take care of a family and our belongings during a cross-country move. You company has been a nightmare to deal with and I hope and pray that you figure out where you dropped the ball and do what is right. Just as your Operations Manager [redacted] agreed with me over the phone that my family and I had the move from hell, I hope that someone there in a position of authority to make a decision on this before it goes to  the next step, so that we can all move on from this horrid experience.Thanks [redacted],[redacted]
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. 
 
The customer complains about overcharge.  This must only be addressed through...

filing a
claim with our 3rd party claims company [redacted].  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 09/24/15 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. 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.  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 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.

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.
The company pulled a bait and switch on me with their estimate. Their representative guaranteed me delivery by 8/4/14, and the items were not delivered until 8/7. Regardless of the company's contract/bill of lading, their representative entered into a written contract with me via email guaranteeing delivery by 8/4. If they had not underestimated costs and guaranteed on time delivery, I would have used a different company. Best Rate gives moving companies a bad name and an A rating from Revdex.com for this company is a joke. By the time they communicated that my cost would be substantially more, I was in a position where I had no time to arrange alternatives. I refer you to my initial complaint for what I would deem a satisfactory solution.
Regards,
[redacted]