Cal 1 Moving & Storage, Inc.

Complaint: ***I am rejecting this response because: Please see attached.
Sincerely,*** ***

Please see attached

Complaint: [redacted]
I am rejecting this response because: The company continues to ignore their communications to us and instead makes up false claims to try and resolve this issue. Our original estimate was $2,100. The demensions of our furniture was provided when we made the reservation. The driver gave us a verbal estimate of $ 5600.00 prior to loading the truck. Despite being almost double of the second estimate of $2,900.00, we agreed because we needed to be out of our apartment by 5PM. The driver than gave us a contract to sign when all the items were on the truck for $8,600.00. which he reduced to $8,300.  At that point we had no choice to continue with the move since our possessions were already on the truck.Prior to delivery the property we were told by [redacted] that he would give us an additional discount once the delivery was complete. Email sent with prior documents. Once again they have gone back on their word and continue to make false statements. This appears to be a waste of time.
Sincerely,
[redacted]

Dear Revdex.com:
 
We provided Mr. [redacted] a quote for his move based on a list of items he gave our sales team. Using a software designed for moving companies to provide quotes, we got as result that the amount of space estimated by that software was going to be required on our truck to load his...

household goods. On the day of his pickup, we did what is required by law. Our foreman needs to go through the house to see all the items we need to load on the truck, and before loading anything, we need to provide a Revised Visual Estimate.
The total number of items we loaded on the truck, was significantly higher than what we have been informed by Mr. [redacted] over the phone. He provided us a list of 49 items, and we ended up loading a total of 83 items. This is an increase on 70% more than the original list we were expecting. Although we do not charge per item, having more stuff has an impact on the total size of the move and will result on the increase of the cost of this.
Mr. [redacted] was informed about the price of his move BEFORE we began to load anything on the truck. Only after we got his written consent (signature on the contract), we began to load the items on the truck. After 07/26/2017, we have never received any single call or email from Mr. [redacted] complaining about the cost of his move. If he would have called us on the day of his pickup or even a few days after, we would have seen the possibility of giving him a better rate and try to lower the total price. In the worst case, if he was not able to afford the total cost of the move or if he did not agree to this, he could have refused service on 07/26/2017 and go with another moving company. This clearly did not happen, so we are now surprised to hear that he is disputing the cost of the move which he signed on the day of his pickup and never complained about it.
By the way, he is confusing surface with volume. The surface of an apartment does not translate into volume which is the unit of measure used for moving companies. We use Cubit Feet which represent space, not square feet which only represent surface.
Regarding delivery, we ask all of our customers to provide us with their FIRST AVAILABLE DATE FOR DELIVERY. Based on that date, we send our First Available Truck. We cannot guarantee an exact date of delivery. BY LAW, we have up to 30 BUSINESS DAYS from the First Available Date to deliver. In this case his pickup was on 07/26/2017, his first available date for delivery was on 08/01/2017. Technically, we have until September 12 to deliver. His belongings were loaded on the first available truck we had which left our storage on 08/04/2017. Usually, California to Texas takes for a moving truck somewhere between 3 to 5 days ON AVERAGE from the moment the truck leaves. This means, delivery was made within the terms of his contract and as we informed previous to the day of the pickup.
Delivery date is something we explain in detail over the phone before the day of a pickup. We do our best to make sure this is understood to avoid any misunderstanding from our customers. Because of that, we send emails with all the details of our service. Attached we send one of the multiple emails we sent to Mr. [redacted]. We even asked him to “PLEASE READ AND E-SIGN”. He did signed electronically, but apparently the information was never read.
If there is anything else that we can do for Mr. [redacted], we invite him to contact our Customer Care team so we can help him.
Regards.
 
Customer Care
Cal 1 Moving and Storage

Complaint[redacted]I am rejecting this response because: it is untrue; the actions of Cal1 have led to their non-compliance being censured by the Fraud Unit of the FMSCA (DOT)>.
PLease see the attached messages from Mr. Lawrence Hawthorne to Cal1Sincerely,[redacted]

Dear Revdex.com:
 
We provided a quote to our Customer based on a list of ítems we got from them. We were informed they were moving a total of 37 items. Using a software designed for moving companies, it was calculated that they would need 600 cubic feet or space. The cost of moving is determined in...

part by the size of it and measured in cubic feet. On the day of their pickup we arrived with our truck and we saw that there were taking a lot more items that we did not know of until that moment. We ended up loading a total of 104 items. This is almost 3 times more  that what it was expected. Although we do not charge per item, the size of the move was significantly higher and the cost of the move was calculated according to the actual size.
We are required BY LAW to walk through around the items the customer is taking and we need to provide of what is called a REVISED VISUAL ESTIMATE. Our foreman did that and only after he saw that there were much more items than what it was estimated based on the information provided by the customer, he gave them a revised price for the actual size of the move. As they even mention on their complaint, we gave them the best possible price we could afford to move them, just not to lose the day of work. Only after they understood and gave us their written consent, we begin to load their items on the truck.
For delivery, we asked our customer what was their FIRST AVAILABLE DATE when they were able to receive their items. We got then 07/13/2017 as the first possible date our truck could arrive to Colorado. It is not true that we guaranteed delivery within 72 hours from that date. All moving companies have BY LAW up to 30 business days to deliver the goods from the first available date of delivery. We inform all of our customers over the phone, by email before the day of the pickup and even in the contract that we cannot guarantee an exact delivery date, that it might take up to 30 business days and that the average time for delivery is within 7 to 14 days from their first available date. This is due to the fact that, like any other moving company, we do not have an unlimited number of trucks just sitting in the storage waiting to be loaded. For delivery, 53 foot trailers are used and are constantly moving doing deliveries. As soon as an empty trailer returns to our storage, it is immediately loaded and sent out again to deliver goods to more customers.
We sent emails to our customer 3 months before they date of their pickup and it was explained on the email all the details of our service including delivery expectation. We ask all of our customers to please read the emails we send and confirm they read it by sending us an Electronic Signature. We received the electronic confirmation they read the email on 04/01/2017.
We are truly sorry to hear that someone stole their engagement rings. We were informed by Mr. [redacted] on 07/21/2017. We informed that a police report was filed and we told him we will cooperate with anything that is needed. Until now, we have never heard about what happened with that police report. We asked Mr. [redacted] to please send us a copy of that report and we never got it. Again, if he could send it to us, we can call their local police and help with the investigation.
Until this complaint, this is the first time that we hear that Mr. and Ms. [redacted] have a missing TV. We have no records of them calling or sending emails to us. We need them to please send us details of the missing items (brand and model), so we can at least have the opportunity to look for those items.
We are available to help Mr. and Ms. [redacted] with anything they need. If there is anything else that we can do for them, they can reach us by phone or email to our Customer Care team.
 
Regards.
 
Cal 1 Moving and Storage

Dear [redacted]:   Your quote was updated several times while you were calling us and updating your inventory list. We have never provided you a quote for $2100.00 as you mention. Your last updated quote on 05/31/2017 was for $3475.00 with a $525.00 early reservation discount, making the total quote $2950.00. That attached to this response we send a copy of the email we sent you with this quote and the list of items. The total number of boxes in this quote was 60 medium boxes and 6 wardrobe boxes. Bofore that quote, the previous one on 05/25/2017 had less items.  The cost of the move was $2625.00 with a $300.00 early reservation discount making the total $2325.00. This quote had only 40 medium boxes, no wardrobe boxes and some other items were not informed on this quote. We have NEVER informed you that the quote was going to be $5600.00. Our foreman gave you a Revised Visual Estimate for $8300.00. This was verbally informed and also signed before we began to load the items on the truck and it did not change after the items were loaded. Our manager [redacted] gave you already a very generous discount but not in exchange of removing a review on Yelp. It was a Courtesy Discount for any inconveniences during your move with us and for the time it took to deliver your items. Even if you make a bad review online about our company, it gives us no reason not to deliver your items. It is not legal to threaten a customer to remove a bad review in exchange for delivery and we could lose our license as movers. On the file you attached here in the Revdex.com, we can see some emails exchanged with Chis. At no point of the conversation, he mentioned that the discount was in exchange of you removing the review or that we were not going to deliver your goods if you didn´t remove it. We have sent you an Insurance Claim form to begin with the insurance process. If you have already sent it, our claims department will be working on your claim. The usual time that it takes to complete an insurance claim is between 30 to 90 days from the moment they receive your claim form. We will talk to the insurance and ask them to try to expedite your claim as much as they possibly can. As soon as the process is complete, you will receive a letter in the mail with a notification that you will need to sign and return and after that a check will be sent in the mail as compensation. We can prove Ms. [redacted] that we are not pirates, which by the way, the pirates as we see in the movies have already disappeared several hundred years ago. To compare a legal business with a federal license to operate with criminals, murderers and rapist from the 17th/18th century; is a little ludicrous to say the least. As said, we are a legitimate business with the necessary federal license to operate and everything we did was within the boundaries of the law informing Ms. [redacted] in advance of our entire service with written information prior to her move and with a contract that shows we had her signed consent to every term and condition.   Best Regards.   Customer Care CAL 1 Moving and Storage

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:We received an original bid of $2100.00. We added 30 boxes and bid went $2900.00. Movers arrived and then told us it could be up to $5600.00, almost double of the updated estimate. Once all of our possessions we in the...

truck they now wanted $8600.00. We felt we had no options since we were supposed to be out of the apartment by 5 pm and it was now 6 pm.Wrapping all furniture was to be included. No Boxes were packed by movers. They charged us $275.00 to crate marble top they knew about but never did crate it. Many of the items they wrapped together like bed slates were small enough to fit in your hand but got a sticker, so we ended up with 156 items.Please find attached emails that contradict the claim we have not been in touch. Because of the very unpleasant experience I posted a bad review on yelp. The manager said that he would give us a $750.00 discount to removed the review, and if we didn't he would not schedule a delivery. We agreed and the delivery was set for the first week in July. The delivery never happened and our furniture did not show up in until 7/14. We asked for another discount because we could not stay in our house with out a bed or basic necessities. They agreed to that but stated we needed to take delivery before he would agree to a specific discount. Once the delivery was signed for he disavowed agreeing to an additional discount. When the truck was unpacked most of the boxes were destroyed, it looked like they were thrown off a second story barely holding together. We filed an insurance claim with their company for $1400.00 but have not heard back.These guys are pirates and should not have a business license in California.    
Sincerely,
[redacted]