BestWay Moving

Review: I signed a contract for $2,404.58 with Bestway Moving to ship my household items from Virginia to California. This company picked-up my items on May 15, 2013, with the shipment arriving on June 2, 2013. I didn’t have much, just a bed, bedroom furniture, and boxes mostly. Upon inspection, I noticed several issues:

1) The bed frame for the queen-sized bed was missing and never delivered.

2) The box spring for the mattress had many dark, greasy stains, and one corner of the box spring was bent. How could dark stains appear on a box spring, when it was completely wrapped in plastic for protection? Why did someone apparently un-wrap it during the move then re-wrap it?

3) A book case was damaged, and a shelf from the bookcase was missing and never delivered.

4) A vacuum cleaner that was shipped was never delivered.

Perhaps worst of all, nearly all the 40 or so boxes had been opened, re-boxed, and then delivered in a water-logged condition, with severe water damage. These boxes contained clothes, books, personal items, kitchen items, bedding, etc. that were utterly ruined.

There was dirt, leaves, grass and mold and mildew on many of the clothes. The boxes also had a moldy smell. It was utterly disgusting and unbelievable to have these worldly possessions treated with such carelessness and delivered in such a deplorable condition. Nearly everything had to be tossed.

As bad as that experience was, what followed has in many ways been worse. Despite numerous phone calls and emails to **. [redacted], Sales Manager at Bestway, no explanation for what happened during the move, nor any refund or restitution, was provided by **. [redacted] despite repeated requests.

First (and this is perhaps the most galling and disappointing of all) I simply asked **. [redacted] for an explanation of what exactly happened during the move that caused my items to arrive in such a deplorable condition, with nearly everything water-logged, destroyed, and unusable.

He will not and did not provide an explanation or even attempt to find out what happened. I have moved numerous times before and know boxes and the like can get dinged-up, etc. but this was far beyond anything I’ve ever experienced.

Second, I immediately filed an insurance claim, and included approximately 90 pictures of the damaged goods to Bestway, asking for a refund of $345, based on the standard insurance offered by moving companies, at $0.60 per pound shipped. I submitted this claim on about June 5th. More than two months later, I still have not received a refund or any indication of when the money will be refunded.

Yes, the insurance claim form says it may take longer than 30 days, I was aware of that. I had no problem with that. But I shouldn’t have to wait more than 60 days for a refund, or to at least receive an indication of when the insurance claim refund will be forthcoming.

Third, due to the deplorable and incredibly poor service I received from Bestway, I also wrote an email, asking for a refund of two-thirds of the total contract price of $2,404, or a refund of $1,611. This seemed reasonable to me, as nearly everything was destroyed or rendered useless upon delivery.

While that $1,611 would in no way compensate for the market value replacement cost of the items that were damaged beyond repair, it would have provided me with the necessary satisfaction of knowing **. [redacted] and Bestway stand behind their service and value of their reputation. It is obvious now they do not value their reputation.

I would have also listened to a counteroffer, and perhaps have settled for less, but none was forthcoming, until approximately a week ago when I sent an email to **. [redacted], stating if we did not have a satisfactory resolution to these long outstanding issues within 24 hours, after waiting two months with no relief or explanation from him or his company, I would be pursing relief through the Revdex.com, the Federal Motor Carrier Safety Administration, and the Maryland Attorney General’s office to file this consumer complaint.

Only then, did I receive a phone call from someone at Bestway named “[redacted]” who offered to settle with us for $500, which is only $155 more than what we are entitled to as a refund under the insurance claim we filed. In other words, the insurance company would have paid $345 of the total offer of $500. Bestway would only be out $155, or six cents on the dollar ($155 divided by $2,404.)

Given the damages and losses I suffered, I rejected this low-ball offer. I made a counter proposal and offered to reduce my request from $1,611, or two-thirds of the total contract price of $2,404 to $1,202, or one-half of the contract price, representing a reduction of $409, which seemed very generous on my part. I gave Bestway 24 hours to think about it and come back to me with an answer.

They made a counteroffer of $600 which again I took to be a less than good-faith effort at negotiating, since again, they would only be out $255, since the remaining $345 would be paid by the insurance coverage we had procured.

Bestway is making no effort to resolve this issue in a manner that is forthcoming and honest and is clearly not negotiating in good faith. I was willing to meet them half-way, with an offer of settling for $1,202, one-half of the contract price.

At their current offer of $600, they are far below what I consider equitable relief. In fact, given the insulting offer, and incredibly poor service they have provided, I would not likely be willing to settle for less than my original offer of two-thirds of the contract price of $1,611.

Thank you,

###-###-#### (Work)

###-###-#### (Cell)Desired Settlement: Refund of $1,611.00, two-thirds of the contract price.

Business

Response:

[redacted] and Revdex.com Staff

We picked up the customer’s shipment on 5/15/13. In the transportation industry it is common that partner companies or carriers can be used to expedite shipment delivery, especially during busy season. While generally we use our own trucks for deliveries, nothing bars us from using a partner company or a carrier to make a delivery. In this particular case a carrier was used to make the delivery. When the shipment was loaded from our warehouse into the carrier’s truck everything was dry and in the same condition as on pick-up. All of the items picked-up as per items list were loaded.

Upon delivery the customer contacted us to notify us of extreme water damage. When the customer filed a claim form with our claims department, he claimed 22 out of 74 items damaged. Out of 22, 18 were boxes and the rest were furniture items (missing bed frame, vacuum, bookshelf and box spring). The customer called us every day several times a day trying find out what happened to the shipment. While we do understand his concerns in that regard, the truth is we share his concerns. From day one, when the customer notified us of the damage, repacked items, etc we called the carrier as many times as the customer called us asking them the same questions. We have yet to receive a response and thus cannot give an answer to the customer regarding what happened; we simply don’t know. This is precisely, why [redacted], our sales manager could not provide an explanation. For that matter, [redacted] is a sales manager, and as one does not deal with carriers, claims or dispatch related issues. He could only provide the customer with the information he was given regarding the matter. Since we couldn’t get any information from the carrier, he didn’t have any information to give to the customer, no matter how often the customer called him.

Regarding the damage claim, it took a long time, because until the last minute we were trying to get a reimbursement from the carrier; it never happened. We reimbursed the customer based on the insurance coverage that was selected by the customer for the move. The basic coverage included, was DOT Mandated Coverage of $0.60/lbs and up to $50.00 per article. We reimbursed $345.60 to the customer via check sent by mail on 8/16/13. Tracking number was provided to the customer via e-mail. This is the only payment that we are required to make to the customer by law. We offered the customer additional $255.00 for inconvenience. All of the insurance reimbursement and the $255.00 additional were our company’s out of pocket payments, as insurance deductable is significantly higher than what was paid to the customer. The customer makes this sound like what was paid to him is nothing and is not causing our company any loss. That is simply not true. We try to work with the clients within reasonable measures, however customer asking for 2/3 refund for his move is not reasonable. Also, since only 22 out of 74 items were claimed as damaged, we don’t understand how the customer can say that nearly everything was destroyed or rendered useless.

We value our reputation, but there is reasonable and unreasonable when it comes to reimbursement especially considering that there is insurance chosen by the customer included in the move. We will not be intimidated into making a payment that the customer deems as reasonable when it is not, by threatening to file Revdex.com Claim, Federal Motor Carrier Claim, and the Maryland Attorney General’s office Claim. The customer received a call from [redacted], our owner, who did introduce himself when he called. At this point we made all of the offers to the customer that we are willing to make. We want to stress that although we used a carrier that caused all of this damage, we are not backing out of our responsibility for the damage, by paying the claim and offering additional compensation although we are not required to do so. The additional compensation was declined by the customer.

Sincerely,

BestWay Moving LLC Owner and BestWay Moving LLC Claim's Deparment

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

Dear

Revdex.com:

Review: Signing up with Bestway was a good experience.. the move was not. Being a military member, I have moved many times, most recently about 6 months ago, so I know how moves should go. While the two movers we had were not necessarily rude or disrespectful, their actions were.

They seemed to be purposely wasting time and in the beginning would disappear for long periods of time. I could not check on them as I was on the 5th story of our apartment complex but once my wife returned, and promptly told me they weren't even using the elevator, I went down to the loading dock and found both movers sprawled flat on the floor of their truck sleeping. I immediately called Bestway to complain and cancel the move, feeling as if they were cheating me. [redacted], the Bestway representative immediately tried to cover for his employees by telling me someone had "taken" the elevator (it was reserved for our use). I find this argument ridiculous for multiple reasons. If someone took the elevator simply come tell me, or go get it back - sleeping is not OK under any circumstances, especially if being paid by the hour.

I decided not cancel mid move as I was already exhausted by the large amount of time it had taken to get halfway through with it. However, I do wonder how much other time the movers spent napping or not working while I was not able to watch them.

I lived in a huge apartment complex and no effort was made to ensure the safety of my items and my wife was forced to sit outside and watch everything as I attempted to watch the apartment. In addition, items were left scattered in the hall and elevator throughout the move, often for over 30 minutes at a time, forcing me to continually check on them.

None of the boxes were marked and only the kitchen plates and cups were properly wrapped. There was almost no record keeping of which items were where, which [redacted] later informed me was because I signed a form (which was not explained to me). The furniture was chipped and tags broken off items that had made it through several moves across country with no incident. There was utter disregard for the apartment property itself, which led me to not even allow the movers inside the new home. Walls were scraped so bad that piles of wall chunk covered the floor and black gashes were clearly visible on the wall above. All this despite the fact I had a minimum about of small furniture in the house.

After the movers "finished" I walked through the apartment and found several large items laying in plain sight and obviously ignored. There were several times when I would return to the apartment to find one of them standing idle on a cell phone reading texts or something.

We did take a few hasty pictures of some of the damage at the old apartment. Quite honestly, this was the worst move I've had in 10 years of military service and if I wasn't so exhausted by the end of it I would have gone over the bill more to see EVERY single item charged, if a record was even kept.

I did not want to believe Bestway normally operated like this, but after emailing [redacted] my concerns he answered by basically blaming the entire ordeal on me. I learned not to trust the movers during the move, and I do not trust their estimates of packing material used (they say over $300). If I can't trust them not to sleep, and they kept no records, how can I trust that the price was accurate? Finally, how can I be expected to pay full price for time, when they were caught sleeping!?Desired Settlement: I do not feel I should be charged for the time they charged me for, nor do I feel I should have to pay the packing amount as I have no faith in the charges accuracy.

Business

Response:

Dear Customer and Revdex.com Staff.

Below, you will find

our response to a complaint #[redacted]. Attached, you will also find a detailed

record of our communication with the customer, details regarding the move and

other information associated with this complaint. Before we go into further

details about this move and proceed to answer the complaints of the customer,

we would like to discuss certain mitigating facts about this move. We would

like to point out that it is the customer’s responsibility to reserve the

elevator for the move and make sure that other residents of the building or

other moving companies do not take possession of the elevator during the move.

Our job, as the moving company is to move the customer, and not to stand guard

at the elevator to make sure that it isn’t commandeered by someone else, or to

search the building, floor by floor to take back the charge of the elevator

from someone else. Once the move is completed and the moving crew is released

by the customer, it is no longer customer’s place to tell the movers what they

are to do or not to do unless it directly affects them, their property, or the

building they have been moved into. It is wrong, and somewhat opportunistic to

assume that certain actions took place during the move by what the movers do

after the move is completed.

Also, we would point the attention of the Revdex.com

Staff towards the discrepancies between the customer’s letter to our company

and his letter to the Revdex.com. Assumptions, without proof do not

constitute fact. Specifically, in the letter to us, the customer states that he

saw the movers sleeping in the truck and because of this deduces that the

reason for the move taking longer was that they were sleeping during the move.

However, in his letter to the Revdex.com, the customer omits the

fact that he saw the movers sleeping in the truck, after the job was completed,

and after he released them. Instead he says that they were sleeping during the

job. This is obviously a gross embellishment of what actually happened,

especially considering that it happened after the move was completed, and

didn’t have any effect on the move cost since it didn’t happen during the move.

We would also like to point out that the customer seemed to be under duress

during the move, because of his disagreement with his pregnant spouse during

the move. This information was volunteered to our manager [redacted] during the

move when the customer called to complain that the move was taking a long time.

In fact during this call, the customer told our manager that the elevator was

taken by someone else (not the manager telling him) and that the movers should

have watched it (although this was his responsibility and not else). At no time

during that phone call, did the customer say anything about the movers

sleeping, nor did the customer contact the office at any other time during the

move to complain of this. However, in his complaint to the RevDex.com, the customer says that the movers were sleeping during the move. The

customer is contradicting himself..

Once again, we are a moving company and not a security service;

the job of our movers is to move the customer. In order for us to have someone

just standing and watching the truck, someone moving his stuff and someone

watching the apartment we would need 4 men for the move, not 2. So, if we did

all that, his move would have taken much more time, and thus cost much more.

The customer mentioned that some of the items were scattered on the floor, we

would like to remind him that some person in the building took charge of the

elevator while the crew was stacking his items in the truck. The movers were

stacking the customer’s items, and it is not our fault that someone in his

building commandeered the elevator. In fact, once the movers saw that the

elevator was gone, they were going to advise the customer of that. But, they

didn’t have the chance to do so, as the customer came to them before they had

the chance. While they were waiting for the elevator, they were doing other

things associated with his move. If one person moved the items and one person

watched his other items, the move would take a lot longer.

Also, based on the items list provided by the customer during

booking, his shipment should have taken about 1/3 of a 16ft truck; instead the

16ft truck was completely full. Based on the items list provided by the

customer during booking we normally send a 2 men crew with a 16ft truck, while

if we knew that it would take a full 16ft truck we would send 3 men and

probably a 24ft truck. When the customer scheduled his move, he told [redacted] and

[redacted] that he was doing all of the packing himself, thus the quote reflected

that. The contract that the customer signed also specified that he would be

charged for actual hours worked and actual packing materials used. We had to

pack the kitchen and a lot of other things. If the customer did in fact have

the same amount of items he told us he had during booking and if in fact he did

all of the packing himself as he told us he would, than the move cost would

have been exactly by the estimate. However, not only was the move 3 times

larger than we were told, the crew used $346.00 worth of packing materials

where all the packing was supposed to be done by the customer. It’s a wonder

that the move only took 2.5 hours longer, especially considering the issue with

the elevator.

The customer also said that the boxes weren't marked. How we were

supposed to mark the boxes that he packed, when we didn't know what was in

them? If the customer wanted the boxes he packed marked, he should have done

that himself. Also, before the move started, he signed an "Addendum to

Bill of Lading" that specifically states "Local (Short Haul) moving regulations require a moving company to

execute a written inventory, listing all items and their condition at the time

of the move. The time and expense of executing an inventory is charged directly

to the customer by way of the move taking additional labor time. You, the

customer, may waive the written inventory due to the fact that you have an

exclusive truck usage for your move. By signing below, you hereby agree that

you are waiving the written inventory for your move." The customer signed below this section, thus waiving

the written inventory for his move, and this is why there was almost no record

keeping. However, the record of packing materials used was kept, and is signed

by the customer (See copy attached). The customer mentioned that the

walls were scraped. In the previous letter to the customer, we advised the

customer that he can request a claim form, and if the claim is accepted upon

review, that he would be reimbursed in accordance with our insurance. We asked

the customer to provide pictures of the damage, in order for us to investigate.

The customer didn’t request a claim form or provide any supporting documents or

pictures clearly showing the damage done, or any other proof that this damage

was done by our moving company.

Moving environment can be hectic, and sometimes items can be left,

not because it is the intention to ignore them, but because there are a lot of

things that need to be done at that moment. During the move, the customer is in

charge of his move. There is nothing wrong or malicious if he had to remind

them to take some of the missed items as well. Regarding using the cell phone,

it is often that the movers are contacted that way by the office in order to

relay information about the next move scheduled; that is precisely what

happened. Once again, the customer mainly focuses all of his complaints on the

movers sleeping; however as can be seen from the previous communications

between the customer and BestWay Moving, the sleeping didn’t actually occur

during the move, but rather after the move was complete. To summarize: The move

was 3 times the original size that the estimate was based on. There was a lot

of packing necessary, despite original quote given based on the presumption

that the customer was doing all of the packing himself. So, larger move and

packing are the reasons why the price for the move increased. Our movers did

nothing wrong; they did their job and considering it was only 2.5 hours longer,

they did it well. BestWay Moving LLC followed the contract agreed to and signed

by the client. Customer was aware of being charged for actual hours worked and

for actual packing materials used . (please see copy of the contract) Customer was charged for actual services

provided, his sleeping argument is a misrepresentation and we see no reason why

this customer should receive a refund. Refund request is denied.

Please see attached documents

Thank you.

Claim Department

BestWay Moving LLC

Consumer

Response:

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Review: [redacted]

I am rejecting this response because:

Review: We have moved 6 times in the last 7 years, so we are very familiar with how moves with moving companies go. Moreover, we have used this company two other times in the past. After being quoted that the move will take 8 hours with travel, my wife and I (based on experience with moving, including with this company) knew that the move would probably take a little bit longer than the initial quote. There was nothing remarkable, extraordinary, challenging about our move whatsoever (in fact, we had the exact furniture, with a couple more pieces) that we had the year before) so to our surprise when it was time for the movers to unload the truck, the initial 8 hour estimate jumped to 12 hours (this being stated to us even before the movers began to unload the truck and they had already put 6-7 hours in, which was too long to in the first place). We were a little surprised that it was taking the movers so long to load our furniture at our originating location and we even had a witness present during the move that attested to the extreme slowness. The slowness was hugely due to a language barrier and unrealistic and unorganized moving practices. Only 1 worker of the 3 that were sent spoke English. Therefore, he had to translate everything to the other 2 men. If he was not around, the 2 that didn't speak English were at a standstill doing nothing. Additionally, we witnessed the workers, on several occasions, milking the clock by taking 1 item at a time in situation where more items could have been taken by using a cart/dolly, etc. This slowness continued even during the unloading process--2 workers were at a standstill unless the one that spoke English was around. Also, the workers disassembled several of our furniture pieces and instead of having someone dedicated to assembling the furniture pieces when they were unloaded, they kept on unloading other non-furniture items: this is a very important observation, which will be explained shortly. The workers admitted to us that they lost parts to assemble our mirror on our dresser and offered to have the price discounted or to have someone come to our home to put the mirror on properly. We know this day will never come because this company does not answer the phone or return voicemail messages. We've called numerous times and have even left a couple of messages to no avail. As the move started getting late according to the workers, they started dumping our furniture in our garage, box after box. The even left a heavy couch and filing cabinet in there--our garage is so filled that we cannot even park our cars inside. The workers then proceeded to shut the truck door, not allowing us to inspect whether or not any of our furniture was still inside (a part of the contract they make us sign in advance that we've inspected the truck). I told them that I think some of our stuff is still on there and they told me nothing was left. I insisted for them to look under the blankets (after which they found something of ours). Before pointing to the back of the truck, which I saw with my own eyes had a box still in it, they shut the door jumped in their truck and proceeded to drive away not listening to a word I said. They then asked if we were going to pay more money. To which, I reminded the guys that they disassembled all of our furniture and didn't put them back together and that we were unsure if they had unloaded everything. I even said if it takes $90 (my contracted rate) to keep them there for 1 more hour, which was unnecessary to begin with as the move should have been over by then, that I would. The driver blew me off and drove away. Before doing this, at one point I asked to speak to his supervisor. He laughed at me and stated that he does not work for me or report to me and that I should just sue him. Now the aftermath of the move--the guys were in such a hurry to leave and dump our belongings haphazardly over our garage floor, that they left several of their blankets still wrapped on our disassembled furniture. We took pictures of everything. We are missing parts to put some of the furniture together and we're missing some items/furniture, including a furniture piece that goes to our son's crib, not to mention the workers' confession that they had lost pieces to attach our mirror to our dresser. This company does not care about customer service or good business practices. They are unresponsive and something needs to be done about the services they provide. Like I stated earlier, we've moved a lot, even a couple times with this company before, but this experience was definitely a first for us--were were completely shocked and felt vulnerable, misled, and taken advantaged of.Desired Settlement: The business has a responsibility to respond and rectify their wrongs, including returning our belongings and making sure that our furniture that they disassembled gets reassembled, including the mirror they lost the parts for. Additionally, we desire a refund.

Business

Response:

Please see attached documents, signed by the client , confirming that all the goods received in good condition. Also, please see signed by the client Addendum to Bill of Lading, confirming that " The customer hereby agrees

that they personally checked the cargo and the drivers cabin of the truck

carrying their property today and have found the truck to be free and clear of

all their personal items.Customer agrees that all

items have been delivered off the truck in good condition". The total move cost is based on actual hours worked , 10% fuel surcharge and packing materials cost , if any used. Please see signed by the client moving contract stating "The final total may vary from this estimate. The final move cost will be based

on actual time it takes us to complete your move, travel time, fuel charge and

packing materials used, if any. ". All the services was performed in accordance with the signed contract and other paperwork. No refund will be issued.

Consumer

Response:

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Review: [redacted]

I am rejecting this response because: (1) Nothing in their response refutes the essence of the original complaint (i.e., excessively milking the clock and not performing the requested work in a reasonable and satisfactory manner given the unremarkable nature of our move; leaving before the job was completed; not assembling all the furniture they disassembled (reference the attached pictures); dumping copious amounts of our furniture in our garage as opposed to in the house where they belong (reference the attached pictures)) ; (2) They offer no proof that they did not leave before the contracted time had ended (Their own Bill of Lading that they offer as proof does not even record a finish time/the actual hours worked, but yet we were billed for an excessive amount of time for an unfinished move.); (3) They offer no proof to refute the poor job that was done; (4) I was required to sign the General Agreement before BestWay Movers began the process of moving our furniture and it does not address nor cover when, through their own admission in front of witnesses, BestWay Movers admits to losing certain hardware required to put together furniture they disassembled and offering to either--(a) send someone back out to supply the missing hardware and assemble the furniture or (b) offer a credit off of the balance (we actually requested option "a" but the company never followed through with their promise); (5) BestWay Movers requires the customer to sign the Bill of Lading and Addendum to the Bill of Lading and make payment before they even begin to unload the moving truck and before they even finish working. I have 2 witnesses who were present that can attest to this. In essence, we were required to sign these documents way before the job was completed and way before we even got a chance to examine the truck to see if anything was left, etc. (Given these circumstances, these signatures are useless--the company has to actually allow me/afford me the opportunity to do what it is I am signing/attesting to and they have to actually give me an opportunity to attest to what they did/did not do.) They literally hold your belongings hostage until the signatures are acquired and payment is made. The workers simply estimate how long they think it will take them to complete the job, grab your signatures and payment before they start unloading the truck. With respect to inspection of the truck, when I actually questioned the driver about items I thought were still on the truck and requested that they not leave so that I could make sure, my request was in fact ignored/denied, the back door of the truck was closed and the driver and his crew quickly hopped into the truck to drive off because they were "done for the day." Please note that at some point during this debacle of a move, I requested to talk to the manager/supervisor but was told by the driver that "he does not report or answer to me" and that "I should just sue him."

Regards,

Bryant Godfrey

Business

Response:

We can not make anybody to sign something that they dont want to sign. It is solely customer choice to take the time and inspect the items, truck , read the paperwork prior to signing it or not to do so. Again, all the paperwork signed , that all the services was performed and all of the items have been delivered off the truck in good condition. Regarding talking to the supervisor. We are not sure why [redacted] providing incorrect information to Revdex.com. Our manager spoke to [redacted] at the end of the move and our manger gave $200.00 discount to [redacted] to resolve any complaints he may have. All the concerns was resolved on the day of the move. The Bill of Lading shows the discount deduction from the final cost.Despite the fact that client already received $200.00 discount and was agreed and satisfied with this amount, [redacted] keep requesting the charge back through his bank. We will submit the rejection to the charge back every time, since the services was performed in accordance with the contract signed between [redacted] and BestWay Moving. As it turned out , we should never gave the discount of $200.00 because apperantly [redacted] never planned to be satisfied with the resolution offered by our manager.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: (1) As stated

before, BestWay Movers requires the customer to sign the Bill of Lading and

Addendum to the Bill of Lading and make payment before they

even begin to unload the moving truck and before they even finish working. Again, I have 2 witnesses who were present

that can attest to this. In essence, we

were required to sign these documents way before the job was completed and way

before we even got a chance to examine the truck to see if anything was left;

(2) As mentioned in my last response, I asked to carefully examine the truck

but was denied

by the movers because they "were done for the day." The back door was

pulled down in front of my face as the head mover proceeded to get into the

truck; (3) To this day, no one from BestWay Movers has returned my calls. I have never spoken with any "alleged

manager" and BestWay Movers did

not provide me with any $200 discount whatsoever. One thing I am not is a liar and I am appalled

by the bold face lies of this distasteful and deceitful company. The $200 on the Bill of Lading referenced by

the company as an "alleged discount" I received is literally my own cash

that I withdrew from the ATM on the day of the move that I applied toward the

move price. My bank statement reflects

this and my 2 witnesses can attest to me giving BestWaw Movers $200 in cash

with the rest of the payment being placed on my credit card. So, once again,

BestWay Movers fails to-- (a) refute the essence of the original complaint

(i.e., excessively milking the clock and not performing the requested work in a

reasonable and satisfactory manner given the unremarkable nature of our move;

leaving before the job was completed; not assembling all the furniture they

disassembled; dumping copious amounts of our furniture in our garage as opposed

to in the house where they belong; (b) They offer no proof that they did not

leave before the contracted time had ended (Their own Bill of Lading that they

offer as proof does

not even record a finish time/the actual hours worked, but

yet we were billed for an excessive amount of time for an unfinished move.);

(c) They offer no proof to refute the poor job that was done. Instead they have the audacity to make up an

alleged bogus story about me talking to a manager about the situation and

receiving a $200 discount, which never

occurred and which I never received. The nerves of

this company--they should fully be inspected and examined for their fraudulent,

deceitful practices (and shut down if possible) and someone has to make sure

that this company does not continue to prey on consumers who deserve better.

Review: I hired best way moving to move my belongings. Upon their arrival I informed [redacted] the manager that my items had been poorly packed and therefor damaged and that the movers did not use proper precautions when moving my items into the house. They damaged the wood floors and carpet. He did not repond to me. He then snet me a claim for the damaged items (nothing about the repairs to the floors) after 30 days, however on the claim form it noted that all claims had to be made within 30 days. This was the first time this timeline had ever been mentioned. This was never mentioned to me nor was it in the contract that I signed. I do not appreciate this information being withheld. Also as time has gone on and I have finished unpacking I have notcied 4 items missing. A morror, a martini shaker, a pair of shoes and a designer purse. When I informed [redacted] of this he tole me that his men don't know designer purses and they couldn't have stolen it. I don't appreciate that he has ignored my emails and so easily dismissed my claims.Desired Settlement: An agreed upon compinsations for the damage, missing items and damaged property.

Business

Response:

Dear [redacted] and Revdex.com Staff.

As per our discussion earlier today and before, every company has its own policy for filing claims. Claim information is generally provided only upon customer request, which is logical, because if there is no damage than there is no reason for the claim form to be sent out. The customer received the claim form when she requested one. Unfortunately, she requested one outside of our claim processing window. At this point 6 months have passed since the initial delivery. The customer only now discovered that the 4 items were missing. Since, such a long time has passed and the extraordinary value item (purse) was never declared, there is no way to track it or even know that it was part of the shipment.

While we do understand the customer’s distress and empathize, there is not anything that we can do at this point 6 months later. We do extend our sincerest apologies for any and all inconveniences that this may have caused.

Sincerely,

Staff

BestWay Moving LLC

Review: We contracted BestWay Moving LLC to pack & move household goods from [redacted] VA to [redacted] AZ; I did pay for the higher [redacted] based on the long distance of the move and the complaints I read about the company on-line. They did pack and move our household goods; we were compensated for the damaged items by [redacted]. [redacted] was unable to reinburse us for items that were misplaced (had gone missing) during the move. Both [redacted] and Bestway claim they are unable to compensate us for several items that are missing due to the fact that they were not specified at time of delivery but unfortunatley BestWay delivered 163 boxes numbering between 0-100 and 34 boxes had no number; therefore, we were unable to determine what was missing in the 10 minutes the driver gave us to write this down and have it initialed. I do fault BestWay Moving LLC for the missing boxes because it was under their care that they went missing. I have contacted them and they sent an e-mail stating that we cannot be reinbursed by Bestway and [redacted], when I tried to explain that we were not reinbused for the missing items and this was all we were looking for reinbursement from Bestway for, they said they cannot reinburse us for these items either.... I was in touch with [redacted]. [redacted]Desired Settlement: I would like a refund of the 6 items that are missing & I have had to replace.

thank you for your time...

Business

Response:

Dear [redacted] & [redacted] and Revdex.com Staff.

The customer chose to purchase Full Valuation Protection from a 3rd party insurer, [redacted] Moving [redacted] with whom we have a working relationship. When a customer chooses a 3rd party insurer, any and all liability for any loss is no longer the responsibility of BestWay Moving LLC. Any and all monetary reimbursement requests should be submitted to [redacted] Agency. [redacted] Agency is the sole party responsible for reimbursement. In fact, [redacted] Agency processed the claim for the customer already. When the customer signed the contract with [redacted] Agency for the Full Valuation Protection, the contract specifically said that [redacted] Agency cannot be held liable because the delivery documents did not have any notations regarding missing items on delivery. Since, the only [redacted] the customer had for this move was through [redacted] Agency. Any and all complaints regarding [redacted] claim reimbursement or lack their off should be directed to [redacted] Agency.

For your information, if the customer would have selected the basic limited liability coverage that is listed in their contract and that is overwritten by the selection of Full Valuation Protection via BestWay Moving LLC or a 3rd Party Insurer, same policy regarding damage or missing items notation on the bill of lading would apply (all signed moving documents are on file).

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I have been told by the gentlemen that handled our claim at [redacted] that I should be asking BestWay Moving to settle the matter of the missing items. He informed me that BestWay is still responsible for the items missing & as I mentioned in my previous note, The method in which Bestway labeled and tracked

boxes, and the time frames in which packing and delivery occurred did not allow

for a by item reconciliation of boxes and their contents as items were being

loaded/unloaded. I noted the discrepancies in the labeling on

the Bill of Lading documents when I signed the documents on the day of

delivery. Had I not released the movers until all boxes

could be verified based on the status of those documents, you would have

incurred significant OT costs. This should be reasonable justification

for us to reach an acceptable settlement for the cost of items not covered by

[redacted].

Regards,

Business

Response:

BestWay Moving LLC would be responsible, if the customer made proper notations as stated on the bill of lading and on the items list. Our delivery documents clearly say that before signing customer must check all of the items and notate damaged items on the items list. There were no notations for missing items on the items list. In fact, the paperwork signed indicates that all of the items were delivered. As for OT costs, that has nothing to do with what the customer paid for this move. We are responsible for paying our employees, so OT costs have nothing to do with legal moving documents that the customer signed. In any industry [redacted] claims follow specific procedures when it comes to loss as is the case here.

Sincerely,

BestWay Moving LLC Claims Department

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I do not feel that you are clearly reading my responses, I did not say we would have incurred OT costs; BestWay would have & the driver stated he was unable to wait the 'hours' it would have taken us to go through all the boxes and make sure all the redundant, double-numbered boxes you delivered were all the household goods we had sent from Virginia. He would have been at our house another 12 hours in order for us to have signed that document fully aware of what they delivered and what they did not. Also, you are incorrect in saying that I signed the contract saying that everything was present, in fact, I stated on the documents that we were 'unable to verify if all boxes were present because of the redundancy in the numbers' after this statement was my signature. Your packers doubled up the numbers and used 2 sets of numbers 1-99; on the sheets they added a 100 before some of them and on the boxes they did not make these notations at all. Your packers numbering system did not match up to the actual numbers coming off the truck & was like nothing i've seen in the 4 corporate moves we've had over the last 15 years. I realize at this point you are not going to stand behind your service and come to an adequate agreement on reinbursing us for the missing items.

Regards,

Business

Response:

[redacted]

You can reject our response as many times as you would like. The fact remains a fact. According to the legal moving paperwork signed by you, everything was delivered. As far as we are concerned and as we have stated before there were no notations made on the items list by you to suggest and prove that anything was missing. You had every right to go through every box on delivery if you wished to do so prior to signing anything. If you had any issues with the driver on delivery, you could have called the office. No call was received from you on the delivery day. Whatever, we had to pay the driver for his time OT or not is between us and the driver. There is nothing else to be said, as per paperwork signed by you everything was delivered and nothing was missing (signed paperwork on file)

Review: It's incredible how you won't stop trying to scam more money from me. You over charged me for almost 200lbs and still won't admit any fault by saying that the scales are different in every weigh station. Those weigh stations are government regulated and calibrated to prevent crooks like you over charging customers.

The reweighing fee was not $350 and it was not charged by your deceptive company. We agreed that I would pay the moving company here in CA what ever the charge for a reweigh (which was $150) and if there was a difference more then 20 lbs, Best Way (crooks) would refund/cover the reweighing fee and subtract the difference from my final amount due.

Since you have been caught over charging me by almost 200 lbs now you tell me I can't file a claim for all the broken headboard/bed-frame and contents of about 8 boxes. I know it's law that you have to file my claim with the insurance company since I've paid all the fees and extra fees you scammed from me.

Well now I'm going to file a complaint Revdex.com and any other moving company regulatory offices.

So you're going to fall back on the No proof. The numerous times I spoke with [redacted] and the manager here at [redacted] is proof [redacted]. Yeah [redacted] he works for your company so he's going to lie and say He never told me and agreed to letting [redacted] decide how much he's going to charge me for the reweigh. We agreed on $150 charge and that will be paid/refunded by Bestway if the weight is more than 20 lbs over what you were over charging me.

You and the people that work for you are crooks. You over charged me and I proved it but still you won't admit fault. Your company damaged my things but won't let me file a claim. You are a fkin' crook. I'm not sure how you can look at yourself in the mirror and tell me I need to pay for trying to catch the fraud your were committing by over charging me.

Send all the contracts you want but make sure the weight difference is clearly stated in the documents.

Bottom line they over charged me by almost 200 lbs. and never apologized. I caught them committing this fraud and have proof. The reweigh I requested because I knew they were over charging me cost only $15 and [redacted] said they will charge me $150.

Consumers, don't ever use Besyway Moving no matter how much the sales person [redacted] tells you they only have a few dissatisfied customer.Desired Settlement: File my insurance claim for all the damages they made and send me check.

Business

Response:

1.

No one here trying to scam more money out of you. There is nothing we

should admit. The weight receipts you received from us on pick-up was

from government regulated weight station as well. If you have any

concerns you have all the information for the weight station where we

weigh your items, so you can contact them.

Review: I hired Best Way Moving to assist me in moving my furniture and personal belongings from [redacted], VA to [redacted], TX on approximately June 27, 2013. When I made arrangements and partial payment I provided them with my residence information from Texas in order for them to complete my move request. Best Way Moving was well aware of the location where I needed my items delivered and stated they would be able to complete the request. I submitted to them via fax the request for delivery on July 27, 2013 and was aware that under the contract they would be shipping my items within 10 to 15 days from the day of request. They still have not shipped my belongings stating that they do not have any trips scheduled for the area where I reside in Texas. They contacted me and even suggested if I could travel 7 hours north to pick up my belongings, which was not part of the agreement. I am paying rent on the apartment in [redacted], Texas without living in it due to my belongings not arriving yet. They are also advising me that since the apartment complex does not permit large trucks inside it's premises I must pay them approximately a $350 additional fee. Since they are not abiding by the agreement I do not feel I should be charged this fee due to the inconvience.Desired Settlement: I need my furniture and personal belongings delivered as soon as possible and not to exceed the month of August. I need my items to be in good condition and with no damamge as they were at the time of pickup.

Business

Response:

[redacted] and Revdex.com Staff.

We picked up the customer’s items on 6/27/13. The customer listed her first available delivery day as 7/27/13. As per the contract signed by the customer, delivery window is ESTIMATED 1-15 Business Days from the first available delivery date (7/27/13). The contract also clearly states:

“Please be advised this is just an estimated time of arrival and includes business days ONLY. However, deliveries are made on weekend as well. Delivery shall go into effect from the earliest date you are ready for delivery (As stated on the delivery form by you).

DUE TO THE NATURE OF OUR BUSINESS, PLEASE UNDERSTAND THAT TRANSPORTATION DELAYS MAY OCCUR.”

The customer’s destination is right near the Mexican Border; very few shipments go to that part of Texas. While we were working on a delivery schedule to accommodate the delivery to that part of Texas we had another truck that was making its way through an upper part of the state. As courtesy to the customer, our dispatch called her to offer another option of possibly receiving the shipment earlier by meeting that truck. From pick-up the customer notified us that there was no access for a 53ft trailer (signed paperwork on file). She knew that because there was no access for a 53ft trailer, a shuttle fee of $350.00 would apply. The customer was aware of this charge from the original estimate, at the time of scheduling, by signing the contract (on file) acknowledging that she understood all of its terms and charges, and on the day of pick-up by filling out and signing the long distance information sheet (signed paperwork on file). Since the customer would have incurred $350.00 shuttle charge on delivery the option to meet truck, albeit 7 hours away in the long run wouldn’t have cost her much more. We were simply trying to offer another option to the customer in which case she could have received her shipment sooner. Since the customer declined this option we proceeded with the original plan of working to get the shipment to her destination.

To this point we have done everything by the contract and even went above and beyond it by offering other option to expedite delivery. The shipment is being delivered as we are writing this response (8/27/13). We never promised any days or that the 1-15 business days is 100% guaranteed delivery window. Our contract clearly states ESTIMATED TIME OF ARRIVAL and that delay may occur. In terms of delivery and of all the charges associated with it, we followed that contract that we signed with the customer word for word.

Sincerely,

BestWay Moving LLC Claim Department

Review: Bestway Moving ([redacted]) pulled a scam and doubled my storage fees and the weight of my load was inflated by as much as 500 lbs. When I asked the delivery company in California to weight my load before delivery, Bestway said they will charged me additional $250. And now after not delivering my things Bestway is charging me for storage. I know for a fact that they inflated the weight of my load by 500 lbs or more. This is why [redacted] is trumping up all these extra charges and fees.Desired Settlement: I want Bestway/delivery company to weight my load before delivery and show proof with receipt ASAP. Also refund the excess storage fees they charged me.

Business

Response:

Review: BestWay Moving has violated numerous consumer protection standards, including bait and switch, failure to meet the terms of a contract, failure to provide services paid for, damage to property not associated with the actual move (i.e. movers damaged the walls and floors of the new home we moved into), etc.

We needed to move in June of 2013. I met with the sales representative (who came to our home for a visual and video assessment/estimate ONLY because I requested it, even though the company IS REQUIRED BY FEDERAL LAW to do so if we live--which we did--within 50 miles of the business) who surveyed our materials and provided a written estimate. On the day of our move, June 23, movers arrived and loaded and packed some of our belongings (which we paid for). Once all our materials were loaded, the mover estimated that the cost of the move would be DOUBLE what the original estimate said. This meant our only option was to say no and have everything unloaded, or go along with the bait and switch. Some increase in estimate is logical. But DOUBLE? That's either a classic bait and switch or the sales person is entirely incompetent.

We were originally told our shipment would load on the 24th or 25th of June. We left for Illinois ourselves on June 26. On June 27 I spoke to the salesperson (my only contact at BestWay) who told me he would send the certified weight tickets and and update on the ETA of our shipment that day. On the 28th I still had not heard from him. On July first I got the following email from him ([redacted]):

"The truck loaded on Sunday.

I am unsure of what crew is driving. The Drivers name is was not on the paperwork. That is not a big deal it just means they changed drivers The driver will give you a call and setup a time to delivery. I think the delivery will be made on Wednesday. "

Sunday in this context means June 30. Wednesday means July 3. But even though we were told the shipment had loaded, that was a lie.

On July 3 I received this email:

"Can I give you a call on Friday? Sorry [redacted] your stuff did not load last weekend. It’s going to load this Friday. I am trying to get things delivery to you this weekend. The truck I thought it was going on was going on went to New York. Sorry about the mix up. I will call you Friday about 3 pm when I have all the information. I will get this worked out for you. I will see what I can do go get you a break on the price."

No price break has been extended.

As it turn out, our shipment did NOT load on Friday, July 5. It supposedly loaded on July 6, but when we spoke to the driver he informed us that he drove a truck straight through from Maryland (which is less than a 12 hour trip, 14-15 hours at most, which means it did not LEAVE until at least July 9. The movers were supposed to call us 24 hours in advance to schedule delivery. I have this in writing from BestWay.

On the morning of July 10 at 8:31AM I received a call from the driver who said, "I'm 5 hours away." I was in a corporate strategy meeting and could not leave work; my spouse was home alone with our three dogs, so my mother had to drive from [redacted], Wisconsin on the spot to help her with the movers. July 10 was 17 days after our shipment was taken away. BestWay promises delivery in 1-14 days to the Midwest. 17 days violates the terms of the contract.

In addition to breaking and or damaging 4-5 pieces of antique furniture, 2-3 pieces of art, 4-5 glass items--all of which we paid to have packed by BestWay, the movers damaged the walls in our newly remodeled home and tracked or spilled oil on a 5-6' stretch of carpeting. This is a newly remodeled rental property which we are financial liable for.

When my spouse saw that the movers were damaging the walls carrying in a table, she asked them to stop and be careful. Their response was: "This is heavy."

We paid, in cash, the FULL BALANCE of the amount owed (again almost DOUBLE the original estimate). The movers would not unload anything from the truck until we paid. In additon, the movers left numerous boxes labeled "kitchen" or "bathroom" in our garage, so even though we paid for movers, we now have to move them in.

Several pieces of furniture that BestWay disassembled while moving were not put back together. Other pieces of furniture that were partly disassembled have missing screw and bolts, many of which were custom hardware.

Bestway is running a scam, and on top of that a horrible business that takes advantage of consumers, violates contracts, and damages personal property. To this date we have not received an apology and have been told that the "price break" we were promised may take up to 30 days to adjudicate.Desired Settlement: I expect no less than a 50% refund of all moving costs, in addition to FULL PAYMENT of the damage or destruction of our belongings--much of which was artwork and is irreplaceable--covered by the Full Value Protection policy we purchased. The refund of moving costs is and should be mutually exclusive from FVP payments, as they are related to contractual terms, lies, and damage to our rental property which are not covered by FVP.

Moreover, Revdex.com should remove BestWay's accreditation and/or severely lower the company's rating.

Business

Response:

**. [redacted] and Revdex.com Staff

We have been working with **. [redacted] on his claim and while it is going through a standard claim process, we would like to point a few things out. We have a hard time understand the way he chose to pursue his claim. Moving industry is complicated, and while we do everything in our power to make sure that the customers receive their items as quickly as possible and without damage, sometimes things can happen. No one ever has any intention to damage another person's belongings. When something like that happens, there is basic insurance or full valuation protection in place to resolve such situations. Generally, when anyone has any issue with any company for any reason, first thing that they do is call the company and discuss the problem, request a claim form or follow other legal procedures. However, in **. [redacted]’s case, the first thing he did in response to damage was to send us an e-mail stating "I hope your company has the $25k in FVP insurance". All of this was done without filing the claim, knowing the result of the claim or anything else. Also, after we sent him a claim form, he took his time to smear us all over the internet, without even submitting a claim for us to see. In our experience having been in the moving industry for a long time this is the first time that we have seen a customer take such measures prior to ever filing a claim. We don't understand what he is trying to achieve by threatening us with a list of actions that he will take if his demands are not met. **. [redacted]’s claim will be processed in accordance with the moving contract, bill of lading, and other moving documents that he has signed along with our moving tariff. His tactics of threats and intimidation will not have any effect on the way we do business. We will present all of these items in court if it comes to that.

In our response to this Revdex.com complaint, we would like to draw your attention to a few points that **. [redacted] continuously lists as his reasons for a claim. In his complaints using various websites as well as our claim form, he states that we broke contract by not delivering his shipment within the delivery time window listed in the contract that he signed. He is saying that it took us 17 days to deliver his shipment. As a person, who constantly uses various legal jargon, and writing as a person supposedly well read, and knowledgeable of what he is talking about how can he miss the fact that the contract and supporting moving paperwork that he signed clearly states that the delivery window is 1-15 BUSINESS DAYS from the earliest possible delivery date posted on the long distance information sheet signed by **. [redacted] on the day of the move? Please also note, that his moving contract signed by him at the time of scheduling also clearly states that 1-15 BUSINESS DAYS is an ESTIMATED time of arrival. His earliest possible delivery date was given by him as 6/23/13 which is a Sunday and cannot be counted (4th of July is a national holiday and cannot be counted either). Starting and including 6/24/13 and counting business days only, we had until 7/15/13 to deliver his shipment. His delivery was made on 7/10/13 which was well within the estimated time of arrival as discussed in the contract he signed. We would also like to point out that misunderstanding regarding loading of his shipment in his conversations with our representative [redacted], didn't affect his delivery in any way.

In this complaint, **. [redacted] has stated that he did not get a 24hr notice prior to delivery. However, nowhere in our contract does it say that we are required to give a 24hr notice. The driver called **. [redacted] and asked if he can make a delivery within 5 hours. **. [redacted] never notified the driver or the office that this was a problem for him. We were trying to accommodate his move by sending a 24ft truck for delivery instead of a 53ft trailer, so if he told us that he couldn't accept his delivery on such short notice or that it was causing him any inconvenience, we could have waited until the following day without any problems or additional charges. We didn't have any other deliveries or pick-ups scheduled for that trip. Since he never told us of any issues with this delivery when the driver called him, we don't understand what he is complaining about in this case

**. [redacted] paid $5421.98 for the move, and chose to purchase FVP for $1785. The price for FVP was not affected by changes in his move weight, and thus cannot be counted as a moving service expense. FVP purchase was solely his decision; in fact our representative suggested other options to him that were less expensive. Regarding the cost increase in his move: When [redacted] did an at home estimate **. [redacted] showed him the items that he was taking; he put those items in the moving contract and sent it to **. [redacted] for review. By signing the contract **. [redacted] acknowledged, that he have reviewed, read and agreed to all the terms and conditions listed in the contract, including the price that was given to him based on the 54 items listed in the items list in the moving contract.

We gave **. [redacted] an ESTIMATE of $2830.50 based on 4500 lbs and Full Packing Service for this size of the move. As we mention befor , he chose to purchase FVP for $1785.00.

On the day of the move, **. [redacted] decided to take more items than what he originally told [redacted]. In fact, his items list completed by our foreman and signed by him contained 171 items. It is more than triple of what we based our estimate on. How could **. [redacted] expect that his price will not change when the size of his move tripled? Also, the foreman informed **. [redacted] about the move size and estimated cost change right away, completed Revised Estimate that he signed. **. [redacted]’s Moving Contract CLEARLY states:

"Only the items that were described and services that were requested by the customer during FREE in-home estimate/on-line estimate/phone estimate are included in the Total Moving Quote. Any additional items or any additional services added will result in an additional cost according to the guaranteed rate that has been given to you on the quote.

Total cost may vary based on actual size of your move and services required."

The weight of his shipment ended up being 8620 lbs x $0.39/lbs = $3361.80. The fuel charge increased accordingly, 10% of the weight cost to $336.18, Full packing service increased accordingly since it is $0.20/lbs x 8620 lbs = $1724.00. So Total move cost was $5421.98 plus $1785.00 FPV (optional, and requested by **. [redacted])

We have formally requested that **. [redacted] stops posting erroneous information online, as it constitutes slander and defamation of our company's character. We have also formally requested that **. [redacted] removes such erroneous information from any and all reviews that he has posted online and from this Revdex.com complaint. Otherwise, we will be forced to contact our legal council to discuss how to respond and act towards false information being spread regarding our company. We would like to once again stress, that every person/party has a right to speak his/her/their mind anywhere regarding any dissatisfaction that he/she/them has/have with any company or service provided. However, posting false information that constitutes slander and defamation of a company or an individual does hold potential legal ramifications for the person/parties that post the false information in question.

Keeping in mind everything that we have mentioned above, we would like point out that there is no scam being run despite what **. [redacted] may claim, when his pricing, delivery, and claims process have been and are being done by the contract that he signed.

Best Regards,

Claims Department & Owner

BestWay Moving LLC

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]