BHT Transportation, Inc.

To whom it may concern,As we stated before the reason this job had a different amount from the estimate is due to the size of the furniture itself, and the boxes customer had. The information the customer provided us with was NOT completely accurate. It was not our intention to charge the customer nor did we want this customer to inquire any additional charges, or any surprises. The customer made the decision after talking with the Manager of taking a washer. Washer was not on the inventory which alternated the total of the cubic feet of the estimated provided.Regarding the damages the furniture that was picked up. Furniture had several descriptions of it being scratched, this was filled out upon pick up on the inventory so we can avoid problems down the road. We did go ahead and provide a claim number in which you have filed a claim through and we have made sure you received the check sent out to you. We went ahead and attached the claim form with information customer provided with the settlement of the claim. Customer stated she never received the check, but records show the check had been deposited on April 28, 2015. We do apologize once more and we are extremely sorry for the inconvenience.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

It is completely illegal for any company to not give you a refund if it is within 72 hours of transaction which it was in my cas, they used deceptive business practices and I will pursue and take legal action against BHT Transportation until I receive my money back for services I did not receive. 

Regards,

The estimate the customer was given includes the pick up window of 06/15/2014-06/20/2014. Estimate also includes the cubic feet according to the inventory list customer provided us with, along with extra notes customer provided to our sales representatives. Discounts and costs of total move are also...

included.

With that being said the customer was picked up on June 15,2014 and time frame given between 3:00-7:00p.m. The time and date given was confirmed with the customer. At pick up customer had more items than what he had provided us with in the initial estimate. Before loading the truck with his household goods, customer was explained  the charge for the extra items he was taking. Customer understood and signed on the revised form filled at pick up.  Customer was contacted on June 19,2014  and given his remaining balance. He was explained with a breakdown for the charges, customer stated, "he didn't have the money to pay" also "i have a budget". Customers estimate already included a discount and customer admitted he had added more items that what he initially had provided us with. We went ahead and provided the customer with an additional discount of $125.00. I spoke with customer regarding 1st available delivery date and he stated that he was able to accept delivery starting June 22,2014. He was explained the delivery process. We try and satisfy all of our customers needs and their preferred delivery dates, unfortunately due to the fact that its summer and we are very busy we cant guarantee preferred delivery dates. We try and deliver within 21 business days of first available delivery date and not longer. Customer understood that we will try our best and accommodate his needs.

On July 11th,2014 customer was given a window frame for delivery  14th-16th of July. I let customer know the driver will give him a call a day prior to arriving to his destination. I provided the customer with the drivers name and phone number.

On July 15,2014 Customer called asking for a discount due to late delivery. Explained to him again the process of delivery and explained that he'd been provided with two discounts already. We couldn't provide another additional discount.

Delivery took place on July 16,2014. Customer called me very upset while delivery was taking place said a lamp had been broken and that there was boxes missing. I tried to speak to customer regarding the process of what we can do about this. I told him to relax, I apologized for the damages and let him know that on the inventory sheet  he can go ahead and write damages under the remarks and exceptions. I also spoke with the driver, customer was giving the driver a hard time for the broken item, driver let him know that he has to call the office for these kind of issues. There isn't anything my driver can do at that very moment. Customer stated that he wasn't going to sign on the paperwork until he went through his boxes. My driver wanted to avoid any conflict with the customer and let him know that he had to leave and couldn't wait until customer went through 70 boxes packed by owner with contents being unknown to carrier. I spoke with the customer and let him know we have a claim department that will take care of him.

In conclusion the customer was provided with the claim number and website. He was told he will be guided step by step when filing a claim. Claim department will contact the company and ask for the inventory sheet for any items that are missing, broken or damaged. Again,  we apologize for any inconveniences of this move. We tried to help understanding the customers needs, and we did as much as we could by trying to make this a smooth move for him.

We provided customer with two discounts, we explained the difference in the remaining balance, we delivered customer before the 21 business day period. We explained process for any inconvenient broken , damaged or missing items.  We can only do so much and we tried the most we could to make this customer happy. It just seemed it was never enough.

To whom it may concern,First of all, we want to go ahead and apologize beforehand. We are extremely sorry for the inconvenience this customer had to go through. We did make sure the check for the amount of $108.00 was sent out to you to the updated address. The reason this job...

had a different amount from the estimate is due to the size of the furniture itself, and the boxes customer had. In this case, the customer’s items were bigger/wider than what the estimate was made for. The information the customer provided us with was that the boxes being picked up were small-medium boxes. Upon pick up we picked up the boxes that were large- extra-large boxes than what the customer initially provided us with, thus changing the cubic feet for her job. It was not our intention to charge the customer nor did we want this customer to inquire any additional charges.The customer also took the decision of taking a washer instead of the table and chairs. Washer was not provided when booking job. Which also alternated the total of the cubic feet of the estimated provided.We always try and let customer know approximate estimate of charges for the extra items they decide to move before we load shipment to avoid any surprises for customer down the road. We understand that the customer was well aware of the estimate quoted to her, We were unable to take the items due to the customer refusing the extra charge we had to make for the additional cubic feet.Regarding the damages the furniture that was picked up had several descriptions of it being scratched filled out on the inventory. We did go ahead and provide a claim number in which you have filed a claim through and we have made sure you received the check sent out to you. We do apologize once more and we thank you for your business. We will make sure a scenario like this never occurs again with this company.

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.As I stated previously, the reason I hired B.H.T. Transportation/Everything Moves was because of their advertisement in big bold RED letters that state: NO HIDDEN COSTS.  The original quote that [redacted] gave was $1,307.46 which included my new Maytag refrigerator and dinette set. As soon as the movers were in my apartment they glanced around for a few minutes and stated it would be $700 more. I was livid and called my son who is a Pastor in Tulare, CA. He came over to witness the following events and advised me deal with the company and not the movers. The company is lying about the size of my boxes. [redacted] stated that I could have 20 medium size boxes and I had 17. I purchased the medium size boxes from [redacted]. I was also not informed that the company would transfer my belongings to another truck which is presumably the cause of the severe damage to my new furniture. My TV stand was totaled. My new sleigh bed was chipped in several areas and my new dresser was severely damaged and I had to take a huge loss leaving my refrigerator & dinette set behind. I was not going to pay the excessive extra amount of $700.  I did file a claim with their insurance company and they stated for 180 lbs of damage, I would receive $108...in which I have not seen to date.  I truly wanted to attempt the arbitration process but I felt like I had accumulated so much loss that the stress would just be unbearable. When I discovered that my top dresser drawer had been broken and it was empty, that's when it occurred to me that my deceased brother's letters and cards to me were missing and they cannot be replaced. It appears that they glued the drawer back together and I submitted all of those pictures of the damages to the company's insurance company for your review if you need to see them as proof.  I am so beyond words to describe what I feel about this company and the way that they conduct their business. I was at their mercy because they had my belongings. Is it not a little ironic that they are apologizing so you can see it in writing? The incident occurred in September. Not once did they try to apologize to me for their actions. My losses go way further than $108 which is a slap in the face for what they have done to me.  I wonder if they can sleep at night knowing how they take advantage, mislead, cause great damage to decent people and their belongings. After the initial quote was given and I paid a fee of the down payment of $300 to [redacted], not once was there ever a mention of what might occur when the movers got there. They should not be allowed to be in business. False advertisement and deceitfulness. 

Regards,

To Whom It May Concern,      Job No. [redacted] has been delivered. Customer wanted delivery to happen on the 25th of May. Instead delivery happened on June 09, 2015. We usually take 7-14 days to deliver from the “1st Available Delivery Date” for customer advised dispatch. We were...

not running late for delivery nor we were during the time shipment was in transit. Customer’s usually think that the date they put down on paperwork will be the date delivery will take place. With that being said, we provided customer compensation of $100.00 in the method of a check, just for good fate so our customers are happy. We emailed customer where he replied stating that he agreed and is happy with the amount of $100.00. Email Attachments Below, Confirmed By Customer:         Per our conversation, both shipper and the moving company have come to an arrangement of $100.00 compensation in the method of a check which will be sent out to you by mail.            Looking over paperwork, we want you to keep in mind that you first available date for delivery written on paperwork is 25th of May, 2015. Based on our contract we have window of up to 21 business days to deliver your household goods. As of today we are still within the window and will be delivering before the 21 business days are over.          We understand your situation and to provide a good service and of good fate for our customer to be happy we have agreed on $100.00 compensation.    Please confirm: • Conversation with Rep. at Bht Transportation regarding job [redacted].• Confirmation of agreeing the $100.00• Confirming of the address of where check will be mailed to.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.There was no resolution suggested in this response.  I still have not heard from a manager or anyone at BHT despite multiple calls and the secretary telling me that the manager would call us.  In response to their letter-  The "written revised charges" form was not given to my husband or I until AFTER the truck was completely loaded.  As I stated in my initial complaint we did add some items and expected an approximate $400 increase.  I made the company aware of this before their arrival.  After the drivers loaded the truck they stated that their initial estimate was inaccurate and that it never should have been given to me.  These movers said that they felt that the estimate given was way below what I would've needed for my reported goods and recommended I contact the manager to tell them in order to lower the rates since the company had intentionally given a wrong quote.  West Coast Van Lines states that BHT is responsible for all of the over charged and damages (this is publicly written on their response to Revdex.com).  With all this said, this company has still yet to return any of my requests for phones calls and has not attempted to resolve any of the issues.

Regards,

To reply to the customer , she did a reservation with us for pick up upon time of reservation we always do a electronic signature and it states Electronic SignatureCREDIT CARD DEPOSITS ARE NONREFUNDABLE ONCE THE RESERVATION HAS BEEN MADE. ANY CANCELATION MADE AFTER THE RESERVATION HAS...

BEEN MADE WILL RESULT IN THE FORFEITURE OF ALL DEPOSIT’S FEE’S PAID... I hereby confirm my signature on the following document:Name: [redacted]Email: [redacted]Signed Date: Friday, 03/27/2015 - 17:15:41 EST.IP Address: [redacted]Internet Browser: [redacted]Customer was well aware of contract compliance , she said she wanted to cancel the move because she has found a company to do it for less that she reserved with us , we have since canceled the move and took her off the board for pick up .. We did tell her if things do not work out with the other company to give us a call back we will put her back on the board for pick up and her deposit she did will still be applied to the move she will not loose her money apid for the move if she decides to call us back... her deposit is good for a full 12 months....

To whom this may concern,        Everything that I will discuss about will have an attachment of paperwork. Customer [redacted] job #[redacted] was booked for pick up with a window frame for 03/06/2015 - 03/07/2015. Pick up was scheduled for 03/07/2015 and the time frame provided...

for the customer was 10:00a.m- 2:00p.m. First issue I want to provide about the customer bringing up is that upon pick up the crew did not only load the items stated on the initial contract but we went ahead and loaded 73 extra items that the customer did not provide nor inform she would be moving from [redacted] to [redacted]'s estimate was provided and given to her based on 5,000lbs at the rate of $0.55 per pound based on the inventory she provided our salesperson. The other charge is the 10% diesel/fuel surcharge based on the 5,000lbs. Customer is getting charged only for the weight and the 10% diesel/fuel surcharge. Nowhere in her contract or paperwork does it say she is getting charged for any storage or any extra charges for anything else. The weight is determined by the weight scale tickets that are done prior to loading the truck and after its already loaded. When the crew arrived for pick up the customer was given a estimate of what the new charges could be. This paperwork [redacted] read, understood and signed at bottom.               Second problem [redacted] mentioned is her delivery date. On the contract as first day of delivery [redacted] wrote down 03/11/2015 as her 1st available delivery date. Which you can find on the top right corner of the revised estimate. Our sales representatives advised customer that delivery usually takes between 7- 10 business days to deliver her household goods. Her shipment is out for delivery she was advised on March 11,2015 that the trailer was to be loaded on Friday and wouldn't leave [redacted] until Saturday 14, 2015. We would go ahead and inform her on Monday 16, 2015 the drivers name and number. Which she was informed and provided that information. As for the schedule of delivery for [redacted]'s household goods, it is  scheduled to be delivered on March 18, 2015. That is the 8th business day from the day she was picked up. By law we have 21 business days from the 1st available delivery date to delivery customer's household goods. We have managed to get her goods to her within the window frame our sales rep. provided to her.         No one has threatened nor advised [redacted] that her household goods would never be delivered to her. We want to go ahead and deliver your household goods as soon as possible. We strive to be a good company and to be able to provide the best customer service. Our crew at pick up did their best on trying to protect the customer furniture by using as needed ; blankets,padding, belts, ties and straps. We have tried to explain to [redacted] the breakdown we just wrote about, but customer insist on us applying a discount to her move.

To Whom It May Concern,Job No. [redacted] move taking place from [redacted], CA- [redacted], MS has been handled the best and most professional way the company could handle it.  As customer stated, she initially booked the job and got a quote from...

the company West Coast Van Lines. The reason why this customer was charged more than the estimate it’s because the customer decided to take additional items. The “Revised Written Estimate” form the customer speaks of, the moving company legally has to fill out the form prior to loading, especially if shipment has more items than what customer provided when booking the job. The reason this is done, is so the customer is aware of the charges before loading, customer gets no surprises after pick-up is completed, and customers are able to say if they want to proceed with the move or to not even start it. Customer put as her “1st available date for delivery” June1st 2015. Customer got delivered on June 2nd 2015. She had some damages done to her household goods. We provided claim department number. Our claim department is a third party unless the customer decides to purchase insurance. We apologize if customer feels we have done damages to her goods intentionally, but that is not the case at all.  On a final note, the “intentional misquote they provided” should be talked directly with the company who booked the job for this customer. Unfortunately, the agent who does the pick-up gets caught in between of what the broker and customer said to each other and promised each other. The agent in this case, performs the move based on the rules and regulations. We go by the book to avoid problems or any issues with customers.  We apologize and will keep in contact with the claim department to make sure settlement has been cleared. We apologize even though it is out of our hands  to control what the sales representative provided customer with when they are not working directly with us.

This customers move from CA- NC was completed in full by the company. Customer explained that her first day available for delivery was for May 12th, 2015 but wanted to write down the 9th of May to get her house-hold goods sooner. We planned accordingly for customer let her know the trailer was on...

its way for delivery  when it left California. We then advised her several days before it arrived. Customer stated her landlord  would be able to let us in because she wasn't available to receive the delivery. When the day for delivery arrives, customer advises the landlord wont be able to let us in and we are unable to wait for shipper for two more days without over-night fees costing $750.00 each overnight waiting charge. We make a decision for the customer and advised her we will be unloading her shipment in a storage. We will then be delivering her house-hold goods to her home when she is ready to accept delivery. The first day of delivery the customer put down on paperwork, we were reaching a goal to deliver between 5-10 days from that date and we did. We didn't charge at all any overnight fee $750.00 p/night. We did not charge a re-delivery fee $600.00. On top of that we did not charge a storage fee for the unit that we paid to hold her stuff until she was ready. We try and make customer happy as much as we can. Unfortunately, even not charging customer full price for all services and putting money from our pocket to cover expenses is not enough. We try and satisfy customers and make them happy with the choice they made for their move, we apologize for any inconvenience you had to go through, but we appreciate and sincerely thank you for your business.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,