Capital Cartage, Inc.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:In response to ***'s request to have my name associated with this, I have no complaints I stand by what I have said, it is true, and I have provided those examples
Regards,
*** ***

I have reviewed the above complaint, ID#[redacted], response by [redacted]. The derogatory comments made about me personally are unsatisfactory and untrue. For your reference, if this gets posted to the Capital Cartage file by Revdex.com without Mr. [redacted]'s name attached to it, it will be handled by my corporate attorney. If Mr. [redacted] wants to slander Capital Cartage and myself he needs to sign it and answer to my attorney. You may email me, if you want to respond or call Capital Cartage at ###-###-####. Sincerely, [redacted] Capital Cartage Moving & Storage I am dissatisfied with the consumer, [redacted]'s response. I want mine to follow as our CapitalCartage response.

I would remind Karie H[redacted] that false claims are not good.  There are two sides to every story.  Capital Cartage did not damage any tables  of which she is talking about.  The movers as written do not think they torn the sofa 1-2 inch corner.  I do believe I saw that tear when I was in in their rental duplex.  Yes, everything was stacked and disorganized.  It was all just sitting there from when he moved it all in.  But, we did have McGilligans sew the fabric and delivered it back within the week it was completed.Again the movers did not think they tore the sofa in the first place, as the husband accused them before they hardly had it out the door before it could have happened, but we did take care of that bill.  We pad wrapped all tables so if whatever they are claiming had to be there from their own use living . I want also to state in delivering the sofa, when the truck was going to back into their driveway, husband was standing talking to a neightbor, watching the driver back in.  He had left a long wood handled tool in the driveway watching to see if the truck would back over it.  The driver had to stop get out and move it. Capital Cartage has closed this file.  Mary R. H[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11741801, and find that this resolution is satisfactory to me. 
Regards,
Karie H[redacted]

To Whom It May ConcernCapital Cartage Moving is sorry the above shippers feel they should not need to paytheir moving services in full. We need not to be called criminal. sneaky and dishonest.The moving team errored on the bill. This has been explained many times to [redacted], the shipper. The...

moving team did not charge travel time back to CapitalCartage. All moves are charged round trip. The move should have read/charged7:15am-3:15pm which is 8 hours according to the Bill of Lading, they did not chargethe shipper for stopping for food and fluids. August is hot and the movers neededfluids and food. Tho movers did their time sheets for 7.50 hours for this move. The.50 hour was not charged for stopping for food-fluids, Our policy is we do not chargefor lunch, but breaks are charged.[redacted] informed me that we would be moving a 60" TV. She was informed only by uspacking into a specialty TV carton for transportation, we have been charging, for thelast 3 years, a $35.00 fee per carton. They cost us, through our corrugated supplier,$147.00 and they don't last long. Boxing these TV's are necessary to prevent a claim.This was discussed on booking. [redacted] was very thorough in her booking, Two TV Cartonswere necessary for this move.[redacted] was not the individual who booked this move. [redacted] was thebooker. She was informed of the round trip charge, the $35.00 per TV rental cartoncharge and the box is necessary, if we move the tv.We discussed in detail 2 men at $ 48.00 per hour and or 3 men at $178.00 per hour asher move kept getting larger and she wanted to get it done as quickly as possible.She did make that real clear. She did not want wardrobes-move art or mirrors. But,the 60'' TV she said yes to as it was so large.We also discussed round trip mileage at $1.85, estimated 68 miles and they were billed53.1 milesHer move was estimated on the telephone at $1036.00 to $1383.00. The final bill was $1255.24. Regarding breaks, whatever they are, smoking, pop-water, restroom, 3 breaks should be acceptable, especially in the hot August weather. I do feel this went well. Not acceptable to the ship, as they wanted cheaper and want to take away breaks and make an issue on the lunch stop.When the movers errored on the end time, it was their clear way to try and take from their movers.No refund earned or pay back. Every business reserves the right to bill out billings not always caught before leaving the job.I also feel that Facebook-Capital Cartage should comment on this move to protect other moving companies from these type of shippers.Capital Cartage has experienced over and over, we do get bills after services and we expect they are due and we expect to pay.

To Whom It May Concern: Move date, September 19th, 2016.  Estimate was provided by Capital Cartage.  Mary, during the estimate found a 75% pack with boxes and stuff all stacked all over the rental duplex with a dog at large.  Contents were stacked and a mess at the walk...

through.  I did see the corner tear in the worn brown sofa, I did not say anything.  The duplex looked like they only just walked in and out-stacked and unkempt.The movers commented that the shipper was calling them on a tear in the sofa before, as they were carrying that they knew nothing had happened in their care.  Shipper made a big deal before they had hardly moved it.  In discussion and call to me at the office, I directed them to bring it back and to deliver it to McGilligan's Upholstery in Madison, which they did, that I was not going to argue.  It was sewn and picked up for delivery on September 29th.  Mrs. Huttner did call that day and I told her that the sofa was picked up.  Mrs. H[redacted] who was not at the move, called to complain about the scratches on the end tables.  It is impossible for any damages by Capital Cartage as they were pad wrapped in the truck.  They should examine the true facts about their move, dog, house at large, check with their landlord.  Capital Cartage denies any honest damage to the shippers goods

This is a late review I know but I thought I would comment on their service. We have used Capital Cartage to move 2x(apt moves) I have always talked to [redacted] and she has been very honest and upfront on their prices and services. Last time we moved and they were short a mover so [redacted] Husband I believe his name was [redacted] helped move us along with another mover they had. Both did a great job of moving and taking care of our furniture and belongings. I wont go anywhere else when its time for me to move again, even thought its only apartment moves they have always treated us nice and not like we were some small job not worthy of their time and effort. Keep up the great work guys

Review: On April 6, 2013 Capital Cartage was to move my belongings from my house to my new residence. We dropped off the piano and picked up a couple pieces of furniture at my brother's house in [redacted]. The entire trip from [redacted] to [redacted] to [redacted]. was 10 miles.

The entire problem with the move was that the movers did not bring the proper equipment to move the piano. The piano was NOT moved from the lower level of my house on [redacted]ive as stated by [redacted], but from the front room of the house, out the front door to the truck with was literally 50 feet from it's original spot. The 2 men struggled for over an hour to get it out the door and into the truck. I have witnesses.

Once we got to my brother's house where the piano was to be dropped off an placed in the livingroom immediately inside the front door, the 2 men again struggled to move the piano. They ended up strapping it upside down to a dolly! I told them that a piano isn't to be upside down!!! They continued with it that way while those of us watching cringed. It took them over an hour to get the piano upside down strapped to a dolly and into the livingroom which was 50 feet max from the truck! The front panel of the piano fell off, the keyboard cover came off, the entire piano, WHICH WAS IN FINE SHAPE fell apart. I had a professional piano repair man come to the house to put it back together again. As the movers put the piano into the livingroom the dolly hit the newly painted wall and left a gouge in it that one of the movers told me would be "personally repaired by [redacted] who was very good at it." I was told in a letter that she would take a look at it once I paid the balance on the bill, and not before!

When I called [redacted] to book the move I was told that they were piano movers as well as everything else. I gave her a detailed list of what was to be moved and where each item was located in the house from which it was to be moved. I had my boxes nicely stacked in the garage for easy handling. [redacted] quoted me 3-4 hours with 2 men. She is the expert. I agreed. When it took and extra 4-5 hours because of inadequate equipment for moving a piano I was upset and frustrated. These are supposed to be professionals. Where was the piano bench that movers had used the last time the piano had been moved? Even one of the men from the company that was one of the movers said that he thought the entire piano experience should not have happened, that it unprofessional and they were unprepared. I think it was his first day with the company because he needed constant instruction from the other mover who was somewhat old and struggled as a mover.

I understand that the men who moved me wanted to save face by saying my piano was in poor condition and the icy conditions were unexpected. My piano is in nice condition, as the professional who put it back together stated. The icy conditions are something the company should have taken into consideration when giving the quote if the movers like to go through backyards and up bike paths. The movers were the ones who decided to go out the back door and up the bike path with the couch. It was not necessary. It came in through the garage door and could have easily gone out the same way. It broke down into very manageable pieces. It was their call, bad judgement. There was no snow or ice in the hallway or on the driveway. They seemed so inept I felt sorry for them. They were extremely nice people.

I ended up paying for 5 hours which was 1-2 hours more than I had been quoted as a time. The other 3 hours that it took were completely because of the inability to move the piano properly. I have witnesses. People were laughing at the nonsense.

I called [redacted] to discuss what had occurred and wanted to come to some kind of agreement on the rest of the bill. When I started to tell her what had happened she put me on hold and the next thing I knew I was speaking to another woman who was "writing down my story." I asked her to please have [redacted] call me back so I could finish my conversation with her about the events of the day. [redacted] never returned my call. Instead I got another bill stating that I owed money and that she had found out that my piano was in "bad shape" to start with and the men had told her that .... all of what I have reported above. She took their word for it and that was that. Since then I have received another bill with a threat that states, "This needs to go against your credit report, either pay it or we are submitting it." Signed Capital Cartage [redacted].

I think the worst part about this situation is that [redacted] never spoke to me about it. The way it was handled was totally unprofessional and disrespectful. If this is how this company operates then it should be audited.Desired Settlement: I would like the remaining balance for the job removed, and the credit report issue dropped. I would like [redacted] to treat other customers with respect and listen to what they have to say. A business is all about customer service and satisfaction.

Business

Response:

Complaint #[redacted]

RE: Move for [redacted]

The whole problem is there is her side of the story and our side of the story.

The movers struggled with the piano because of ice—it took time. One mover has 12 years experience and has moved hundreds of pianos before and after being hired by Capital Cartage. He has been employed 5 years with us. The other CDL driver-mover has 4 years moving experience and is a military reservist. We feel blessed to have experienced men employed

This whole move took much longer due to the fact that we moved almost 30 pieces of expensive art that wasn't on her list. The move team was totally surprised and was told by the shipper to get it done. It wasn't boxed and was moved at our risk.

We went above and beyond for this shipper. Her billing needs to be paid in full.

Consumer

Response:

Review: My fiance and I used Capital Cartage to move on Aug 23, 2014. After the move, and after we paid the driver in full, we received a bill several days later stating that we owed another 70$ for rental of 2 cardboard TV boxes, as well as another 178$ for ad additional hour of service that we were told we were not charged for originally. The movers arrived at the house we were moving around 8:30 on the day of the move (they listed that they left Capital Cartage at 7:15 which is reasonable given the distance). The move lasted until 2:45, which is 7.5 hours of the day. During this time, the movers stopped for 40 minutes at a gas station on the way to our new house - we witnessed this stop as we were behind the truck and they showed up 40 minutes later than we did. In addition, they took 3 smoke breaks at 15 minutes each. This means that the 6.5 hours we were billed by the driver was a fair price. When we hired Capital Cartage, we were never told there was a charge for using TV moving boxes, in addition this was not disclosed anywhere on the form that we signed when the mover arrived at the old house. Had we been informed of this, we would have moved our own TVs. In addition, we were not informed that we were expected to pay for the lunch and breaks of the movers - nor should we be expected to pay for that. We received a bill days later for 248.00 stating that we owed more money for rental of the boxes as well as that hour of breaks and lunch.

I contacted the business immediately after receiving this bill and was told that they would have to get a hold of the driver to ask about the time. I called back the following week and was rudely told that they still had not talked to the driver. Then, over a month later on 10/16/14 I received a call from [redacted], the business owner finally telling me that she talked to the driver, they did not stop for lunch and she expected us to pay the 248.00. On 10/22 we received another bill for the 248.00 as well as a note letting us know that the movers did in fact take a break but now she was explaining that the extra time was for them to get back to the company (which is 5.3 miles from our house). This math still does not add up.

I am placing a check in the mail today 10/23, as I know this business is run by an incredibly dishonest person and we want nothing more than to be done with these criminals. I do however want to file this formal complaint to try to retreive this money, as these actions are ridiculous and in my mind are mover fraud. I don't understand how any business can bill an additional amount after a service is rendered, for time that should never have been billed in the first place. In my conversation with the company I even mentioned that although the TV boxes were never mentioned or disclosed I would pay that amount since the boxes were used for our TVs, as sneaky as that is, but I was disputing the time. [redacted] assured me though that she was right and we were wrong, and although she has now changed that story, she still insisted we pay the full amount.Desired Settlement: Refund, not of the full move amount, but of the 248.00 that we were billed after the move for services that we should not have been billed for.

Business

Response:

To Whom It May ConcernCapital Cartage Moving is sorry the above shippers feel they should not need to paytheir moving services in full. We need not to be called criminal. sneaky and dishonest.The moving team errored on the bill. This has been explained many times to [redacted], the shipper. The moving team did not charge travel time back to CapitalCartage. All moves are charged round trip. The move should have read/charged7:15am-3:15pm which is 8 hours according to the Bill of Lading, they did not chargethe shipper for stopping for food and fluids. August is hot and the movers neededfluids and food. Tho movers did their time sheets for 7.50 hours for this move. The.50 hour was not charged for stopping for food-fluids, Our policy is we do not chargefor lunch, but breaks are charged.[redacted] informed me that we would be moving a 60" TV. She was informed only by uspacking into a specialty TV carton for transportation, we have been charging, for thelast 3 years, a $35.00 fee per carton. They cost us, through our corrugated supplier,$147.00 and they don't last long. Boxing these TV's are necessary to prevent a claim.This was discussed on booking. [redacted] was very thorough in her booking, Two TV Cartonswere necessary for this move.[redacted] was not the individual who booked this move. [redacted] was thebooker. She was informed of the round trip charge, the $35.00 per TV rental cartoncharge and the box is necessary, if we move the tv.We discussed in detail 2 men at $ 48.00 per hour and or 3 men at $178.00 per hour asher move kept getting larger and she wanted to get it done as quickly as possible.She did make that real clear. She did not want wardrobes-move art or mirrors. But,the 60'' TV she said yes to as it was so large.We also discussed round trip mileage at $1.85, estimated 68 miles and they were billed53.1 milesHer move was estimated on the telephone at $1036.00 to $1383.00. The final bill was $1255.24. Regarding breaks, whatever they are, smoking, pop-water, restroom, 3 breaks should be acceptable, especially in the hot August weather. I do feel this went well. Not acceptable to the ship, as they wanted cheaper and want to take away breaks and make an issue on the lunch stop.When the movers errored on the end time, it was their clear way to try and take from their movers.No refund earned or pay back. Every business reserves the right to bill out billings not always caught before leaving the job.I also feel that Facebook-Capital Cartage should comment on this move to protect other moving companies from these type of shippers.Capital Cartage has experienced over and over, we do get bills after services and we expect they are due and we expect to pay.

Business

Response:

I have reviewed the above complaint, ID#[redacted], response by [redacted]. The derogatory comments made about me personally are unsatisfactory and untrue.

Review: Here's what I've sent to the business about the situation:

To Whom it May Concern:

I wanted to touch base with you regarding my move from XXXXX, IL to [redacted], WI. First, I want to say that the level of care and help that I received from a majority of your moving team was outstanding. Working with individuals like [redacted] and [redacted] was easy and laid-back - a move can be stressful and they make the process manageable.

I am disappointed, if not angered by the level of care that I received from your office team. For example:

1. On the loading day (June 11), the crew was quite late (several hours) and I was not made aware until I called the office to inquire about their schedule. Given details of child care and moving, I believe that I should have been made aware of the crew's schedule.

2. I get the impression that the crew is overbooked and somewhat under-informed. I intended to have the move complete on July 1, but clearly schedules could not accommodate that. An email on May 24 from me indicated the July 1 move-in date, and that did not happen as requested. That resulted in extra charges that I was not prepared to handle.

3. When I called to confirm the move-in date, I was told that three movers would likely arrive on Tuesday, July 2 would load the truck between 7-7.30 am with the entire job taking approximately five hours. In reality, I was told on the phone by [redacted] that the movers didn't leave to pick up my items until 8.15am and didn't arrive at my apartment until 11.45am. Plus, there were only two movers - and it was abundantly clear that John was inexperienced in moving. The paperwork I signed notes that the move began at 7.45am, not 8.15. I should receive a credit for that time alone.

Finally, the way I was treated on the phone on the morning of July 2 was rude and dismissive. I was shocked by the way I was being treated given the past relationship I have had with the business. I would appreciate a response in writing to this situation.

Several messages were traded between [redacted] Hermanson and I - all have been recorded. I sent my last message on July 12 asking for a refund. I received no response. Plus I resent the message on July 24, with no response.Desired Settlement: I am upset over the fact that for every item that I've listed as a concern in my initial email was dismissed as minor and unnecessary to correct.

My request would be a $200 refund to cover the inconvenience of the lateness of the truck on both the pick-up and drop-off of my items, what I deem to be an extra hour of moving costs on July 2, the extra day of storage I paid for because of a July 2 move and the lack of professionalism I encountered during various points of the process.

Thank you.

Business

Response:

Complaint # [redacted]

RE: Moving Services for [redacted]

Ms. [redacted] received a response from Capital Cartage regarding her concerns listed in her email. The response was sent via email and also mailed to her. She has chosen to interpret the response as being dismissive or inconsequential. Our response was as follows:

July 8, 2013

Dear [redacted]:

Capital Cartage would like to thank you for your business. We appreciate each and every move.

In response to your email, I'd like to address the points you have made.

On loading day, June 11, our truck arrived as soon as they safely could do so to [redacted] due to weather and subsequent road conditions. We did our best in estimating your costs for storage weight, time in and time out. Please review your estimate, as we were only given an approximation of the contents going on your move.

At all times we request that shippers CALL us early with questions and updates. This is especially true when booking around prime moving times, such as the end and beginning of each month. Capital Cartage was contacted by you by phone on 6/18/13 to schedule the delivery out of storage. At that time our schedule was already full until July 2.

At the time of booking your delivery out of storage, you were told that we would give you a half hour notice of arrival time from our team on the truck. Our team did call you, even though you had called us before they could finish loading your household goods. Due to circumstances beyond our control, there were only 2 men available to do your delivery and your rate was charged accordingly.

Lastly, our office does our best to service each customer. Exceptionally busy days such as July 2, calls needed to be kept short in order to keep up with the volume that we were handling that day. Your move was underway and would be completed that day.

If you have further concerns, please feel free to call me at ###-###-####.

Sincerely,

CAPITAL CARTAGE

[redacted]

Capital Cartage primarily conducts business via telephone and books on a first-come, first-served basis. Ms. [redacted]'s email on May 24 only expressed a possible move date of July 1. Nothing was solidly confirmed by her until June 18, 2013, by then we were fully booked for July 1. Internet inquiries of all types are instructed to CALL us. Responses via email are given lesser priority and those that do not present definate booking dates cannot be processed as such.

Each time Ms. [redacted] called I feel I spoke respectfully to her. I clearly answered each of her questions and gave my best suggestions. On one call, she clearly said she would call back to book her storage delivery date.

Ms. [redacted]'s move was completed as scheduled. Ms. [redacted] states Capital Cartage took too long to arrive at her pickup location. She is well aware of the drive time involved to Illinois, which included unavoidable road construction, as Capital Cartage moved her to that address from [redacted]. Ms. [redacted] clearly was booked for a pack and load June 10. She was told we were leaving Capital Cartage around 7:15-7:30am which did happen. She knew we had to drive 262 miles. Ms. [redacted] called after 9:am to say “where are they?” and I had told her that they had left around 7:30am and that they had not called to say there was a problem. The team knew they had to do some packing and then load. They arrived, packed, did the load and were back to Capital Cartage at 10:00pm to clock out. In addition, Ms. [redacted] also disputes the start time of the team when her storage was delivered. The time started when the team began loading her contents, not when they arrived at her home—this was explained at booking. Her rate for her delivery was adjusted to the 2-man rate as one of the men scheduled to work her move had called in ill that day.