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Revdex.com:This company chose to cancel the move in date of July 1st because they had another moveWe never agreed to any such cancellationThis company of their own free will took our belongings off their trucks because they did not wish to honor our July 1st move in date as stated on the contract/bill of ladingI told them we would not pay for storage and they threatened to keep our belongingsTo go from an estimate from to have to pay cash of 14,is something that we could never have anticipated or expectedWe were not advised of such charges until the company demanded payment on July 1stThe charges made to unload their trucks and reload them were undisclosed and their description of their packing is also questionableRather than get into details like this business did, we will be following up with every possible option to hold this company accountableI refuse to be caught up in their lies and the twisted manner in which they justify their behaviorI went to the police for help for the following reasons; Not knowing what to do to prevent this company from holding our belongings hostage, I called the Massachusetts Attorney General’s Office to request assistanceI explained what had happened and the result of the excessive charges and [redacted] of this office called the company and offered arbitration under their voluntary programThat this company refused arbitration as I have in a written letter, tells me that they will say anything they want to justify what they didAlso, the Attorney General’s office advised me to go to the local policeThe owners pre-empted me by going to the police first to bash usIn addition, they called the police to come to our house on the move in date and the foreman told the police to leaveThis was the worst grandstanding and attempt to intimidate that we have ever experiencedWe have done nothing to deserve thisWe are senior citizens, we are on a fixed income and this company totally took advantage of us, from the packing to their cancellation of July 1st to the outrageous chargesThere are any number of inaccurate statement they are making Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Please get the paperwork from them regarding the overage on the 1st move into storage- it was definitely 50% over, but unfortunately I gave into them the first time and paid the bill in full and did not keep the original quote Also, we were told that the maximum recovery for filing a claim was $since we didn't buy insurance If the cause of the damage was anything other than their negligence, I would agree with themBut I don't think we should have to buy insurance to cover their negligence Also, we EXPLICITLY denied them permission to charge our credit card, yet they went ahead and did thatLastly, the comment I made to the mover was that the king mattress appears unusable and I may have to throw it out since the cover was very dirty and the foam core was ripped(they removed the mattress from the cover and sent the cover to a cleaner, but the cleaner wouldn't accept the job And then they didn't reassemble the mattress.) This mattress was very expensive - $3, I meant to use it for a long,long time! Also, a second mattress was also soiled and smelled moldy in the soiled area It took me several hours over numerous days to get the smell out, although it still looks dirty.) SO I remain firm in my request for settlement with them and I think my request to you was fair Regards, [redacted]

In response to Mrs*** comments to our response ofher complaint we have to say that there are many inaccuracies in herstatement. We did not cancel her movedate of July 1st, her husband, ***, called me on the Friday beforetheir move to cancel the date and changed it to June 30th. We would never just cancel a customer’s movedate. I made sure the customer wanted tochange the date and it was stated to me by Mr*** that they did not wantto pay the additional charges to hold the items overnight in the truck and thatthey would have access to their new home on June 30th in the morningprior to their closing. He let me knowthey had signed a power of attorney so one of them could be at the closingswhile one of them was at the new house with us while we unloaded.I made several attempts to discuss the new quote with Mrs.*** on the day of June without her allowing me to speak; she only screamedat me and hung up. I did manage to mentionif we could not work out the payment we would have to remove the items from ourtrucks until we could resolve the problem. I could not get authorization from the customers to do so as Mrs.*** would not let me speak during our phone conversations. I contacted the local police to make sure Iwas allowed to remove the goods without their consent and was told I was.As indicated in my previous response the reason the amountof the bill changed so drastically was because the *** hired us to packtheir entire house, which was not previously estimated, and also they wereunable to move the items they had planned on moving into their new house earlyas the seller did not allow them on the property as originally planned. We had to move the entire contents of theirhome, including boxes and small items which they had planned to move. Then, on the scheduled unload day of June 30thI was unable to reach Mr*** and only attempted to speak to Mrs***who refused to pay and told me to keep her things. We were forced to remove the items in orderto service other clients that had booked for the following day. All these additional services caused the billto go from $to $14,435. I did giveMr*** a re-estimate on the afternoon of June 29th while thecrew was still on-site at their home loading their goods.I did speak with the Attorney General’s office when theycalled and at no time was I offered arbitration in regards to this matter.We had no idea that Mrs*** would go to the localpolice departments, we only called ourselves as we were unsure what to do inthis situation and we were looking for guidance.As a point of reference, we were not the only party toutilize the assistance of the police during this entire transaction. Mr*** informed me that he had leftseveral items at his old house and planned to retrieve them after the closing,the new owners told him if he stepped foot on the property he would have him arrested. When Mr*** arrived at the house therewas a policeman waiting for him. Whathappened to cause the new owners to go to these measures? Also- originally the seller of their new homeconsented to let them move things in prior to the closing, but when they wentto do so they were told to get off the property until after the closing. It seems as though the one constant in allthis is the ***s, not our company. We are an upstanding, professional company and we do not appreciate thefact that the *** will not take any responsibility for what occurredduring their move.
*** ***Owner

First of all, I am apologizing in my delay in responding to this claim as we had changed our email and I did not receive it. I would also like to apologize that the customer was not completely satisfied with our services even though we did make attempts to solve the situation. The
original move into storage was only 15% over the estimate, not 50% as the customer suggests. This is a fair overage in our business and we executed a perfect job moving their items into storageDocuments can be provided if needed. When it came time to move them out of storage we did notice the soilage on the mattress and also on the mattress cover. We attempted to clean both in-house and alerted the customer prior to delivery that we noticed the damage and were trying to correct it. We were unable to clean the mattress cover. After the crew delivered everything, into a basement and garage of their primary residence, no mention was made to the crew about either item except to tell the foreman they were not even sure they were planning to keep the foam mattress. I had a note to call the customer before running their card. I did so and the customer demanded that we deal with the damages prior to paying the bill. I tried to explain that we could not do that as that did not follow the procedures for claims reporting in our industry. The bill must be paid in full prior to claims or payment on claims being filed or paid out. The customer told me we were going to deal with it first. I again tried to explain that I was not allowed to do that and I would gladly send him a claim form. He was very unreasonable on the phone and did not want to follow my protocols. We had his credit card on file for over a year to charge it monthly for storage so I followed the procedure, ran the card and emailed the claim form. I have never received the claim form back which would be the easiest thing to do and the quickest solution, but this customer refused to follow the rules. I tried my hardest to explain what happened, what we tried to do and how we had to move forward towards resolution, but they would not listen or accept. I do not know what else to do to make them happy. I will gladly accept the claim form and forward it on to my insurance company as is the standard claim reporting steps. Please let me know if there is any paperwork needed to support this or anything else I can do to assist

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***

I am attaching the original estimate for the *** job. The estimated total was $This included loading from their home in Centerville, unloading into storage, a first & last months storage charge, some packing & shrink wrapping, and our basic coverage of $0.60/per pound. The total for their job after we completed the move into storage was $3355.29, of which $was an additional service requested by the customer on the move day of a piano disposal. So, to compare the quote to the actual amount we would have to look at the estimate of $and $3215.29, this is a 15% difference. If the final bill was 50% more the total would be $because half of $is $1389.12. As you can see, we are no where near a 50% increase over the estimated amount. The customer chose to waive our full replacement option for coverage of their goods for their move and while the goods were in storage. As our contract terms and conditions plainly says under Section (1), (2) we are only responsible for the coverage the customer selects, that is why we have different options, so in case there is a damage we are able to take care of it if they take the full replacement. They chose to waive that coverage and agreed to cover their goods at $per pound. As I have indicated several times to the customer as well as in my initial response, they are welcome to submit the claim form that I emailed to them. As stated on the bottom of our bill of lading they have days from the date of their move to submit such claim, they failed to return the claim form to me. We understand that sometimes we are not perfect, as no one can be, that is why we offer the different coverage options to protect the goods at different levels. We explain each at the time of the estimate and the customer makes a final decision on it on move day. It is fully explained how the coverage works. This is a federally regulated part of our business, so it is not just something that our company has come up with. This customer had authorized us to use the credit card on file for the entire year we had their goods in storage. When they refused to pay and would not accept our rules we felt that it made sense to run the card so we could be paid for the work we did and hopefully take care of the claim after as is the proper procedure. I do not understand why the customer has been so resistant to follow our rules. We have rules in place to handle claims so that it is not a case by case thing. We cannot change the rules just because a customer says so. If you buy something and then decide you don't like it, but you want to keep it, you can't not pay for it or get your money back without giving back the product. With a service, the work is completed, we did the work, we are required to be paid before we can handle a dispute, the work cannot be given back. I do not know what else to do to please this customer. The only thing I can do is to still allow them to file their claim form even though it has past the day mark. I will willingly accept it and forward it to my insurance agent

Revdex.com:This company chose to cancel the move in date of July 1st because they had another move. We never agreed to any such cancellation. This company of their own free will took our belongings off their trucks because they did not wish to honor our July 1st move in date as stated on the contract/bill of lading. I told them we would not pay for storage and they threatened to keep our belongings. To go from an estimate from 2475 to have to pay cash of 14,435 is something that we could never have anticipated or expected. We were not advised of such charges until the company demanded payment on July 1st. The charges made to unload their trucks and reload them were undisclosed and their description of their packing is also questionable. Rather than get into details like this business did, we will be following up with every possible option to hold this company accountable. I refuse to be caught up in their lies and the twisted manner in which they justify their behavior. I went to the police for help for the following reasons; Not knowing what to do to prevent this company from holding our belongings hostage, I called the Massachusetts Attorney General’s Office to request assistance. I explained what had happened and the result of the excessive charges and [redacted] of this office called the company and offered arbitration under their voluntary program. That this company refused arbitration as I have in a written letter, tells me that they will say anything they want to justify what they did. Also, the Attorney General’s office advised me to go to the local police. The owners pre-empted me by going to the police first to bash us. In addition, they called the police to come to our house on the move in date and the foreman told the police to leave. This was the worst grandstanding and attempt to intimidate that we have ever experienced. We have done nothing to deserve this. We are senior citizens, we are on a fixed income and this company totally took advantage of us, from the packing to their cancellation of July 1st to the outrageous charges. There are any number of inaccurate statement they are making.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
. Please get the paperwork from them regarding the overage on the 1st move into storage- it was definitely 50% over, but unfortunately I gave into them the first time and paid the bill in full and did not keep the original quote.  Also, we were told that the maximum recovery for filing a claim was $100 since we didn't buy insurance.  If the cause of the damage was anything other than their negligence, I would agree with them. But I don't think we should have to buy insurance to cover their negligence.  Also, we EXPLICITLY denied them permission to charge our credit card, yet they went ahead and did that. Lastly, the comment I made to the mover was that the king mattress appears unusable and I may have to throw it out since the cover was very dirty and the foam core was ripped. (they removed the mattress from the cover and sent the cover to a cleaner, but the cleaner wouldn't accept the job.  And then they didn't reassemble the mattress.)  This mattress was very expensive - $3,000.  I meant to use it for a long,long time! Also, a second mattress was also soiled and smelled moldy in the soiled area.  It took me several hours over numerous days to get the smell out, although it still looks dirty.) SO I remain firm in my request for settlement with them and I think my request to you was fair..
Regards,
[redacted]