Chester County Moving & Storage

[redacted] was told over the phone and via email that his damage claim can not be filed due to the fact that he admitted to assisting with the moveOn page three of our confirmation packet, which [redacted] signed it clearly states "If any person or persons not employed by Chester County Movers attempts to help with the loading and unloading process this coverage becomes void and no further damage claims can be filed."Having said that [redacted] admitted both on the phone and vis email that him and his wife assisted with the moveTherefore the insurance coverage is void and he can not file a damage claim[redacted] speaks of the "rudeness" of the personnel, he fails to mention that he was yelling and screaming at the crew member who completed his move, even telling my crew leader to "get the [redacted] out of my house" When we called to speak with him the first available business day, he hung up after saying that the experience was "too tramatizing to speak about."There was no theft of services and [redacted] had no insurance to cover a damage claimThis was explained serveral timesAt this point there is nothing we can do for himIt seems as though there will be no resolution.However please let it be noted that [redacted] violated a signed contract and is attempting to collect on that contractThere will be no refund at this time.Thank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Chester County Moving and Storage LLC is not offering any type of ability to even file a complaint or have an adult conversation regarding my valid and totally legit complaints and concernsI do not discredit what their reply was to you...I did copy and paste the email I sent them as that is the truthI am willing to negotiate a resolution but to just be told NO without any type of discussion or willingness to apologize for the damages they caused, the rudeness of their personnel, and the list goes onI will stand fast on my requests until they are willing to compensate me appropriately for the damages incurred and the theft of services they conducted Regards, [redacted]

Dear [redacted] ***, As of January 30, We reversed $to Mr [redacted] 's card ending in ***Please have Mr [redacted] check with his card carrier or bankChester County Movers are here to assist in anyway we can, to bring conculsion to this matter Thank You, Sandra SQuality Control Chester County Movers [redacted]

"On May 9, I hired Chester County Moving and Storage to move my family and I from our house in West Chester, PA to our current residence in *** UniversityThroughout the move, in which I watched from beginning to end, I
heard many of my objects knocking into my walls and floorsDuring the move, the one mover, yelled, "Oh, ***!" and I came to look at what happened and he put a hole in my wall going down the stairs to the foyerHe apologized and said he would fix it, but there was nothing there that could have fixed that sized holeFollowing the move I went through the West Chester home and noticed scratches on the floor from sliding some of our heavier items in the dining room and a long scratch and a nick on the upstairs hallway from something be dropped and drug on the floorWhen arriving at the destination I watched as the one mover would drag the bottoms of our furniture, which was not coveredThey did a great job covering the sides and the tops of the dressers and desks, but the bottoms where the feet were, were not covered at allSo as he would drag the dressers and the desk from the back of the truck to the area where it was being unloadedI even told him to watch it and he said, "it'll be ok." Needless to say it wasn't okay, as the desk has extensive damage to not only the base but the top portion (it's two separate pieces)Two days later I called to put a claim for the damages we noticed that weekend and was not called back until I called times over the course of the weekI was told I needed to fill out a form and have a quote for the flooringSo after getting a quote for the floor damage and taking many pictures I forwarded over the information on 6/4/I called between 8-times over the next weeks to find out what the status was, but kept being told it was being investigated by the claims departmentNot once was I called, nor did they want to come and look at the extent of the damage their movers createdThen on 6/30/I received a certified letter from them stating that my complaint was reviewed by their claims department and that my claims for damages to the floors and furniture were denied and the whole in the wall was going to be refunded at an amount of $that was to be credited on 6/30/and should take 3-days for processingI emailed them on 7/and 7/looking not only for an update on the $credit, but also who I need to speak with in regards to their claims, because I did not agree with the assessmentI also left multiple messages looking to talk to someone about thisIt has now been almost months and way too much time of mine to continue deal with this situation that should have been necessaryI am beyond frustrated with them and feel like they are stealing."
Chester County Moving and Storage processes damage claims in the order in which they are received*** *** is not the person that secured the move, nor the person who made payment, and yet, we allowed him to file the claim anywayWe informed *** *** that the process takes anywhere from 60-days to complete the investigation and make a decision and he said he was fine with thatWe then face many harrassing phone calls and emails about how we were not moving "fast enough"*** *** placed a claim for damages to a dresser, a desk, his floor, and the wallAfter an investigation, Emily C*** the head of of claims department, concluded that the desk and the dresser claims were denied based on the fact that our movers use padded blankets and shrink wrap to secure the belonging BEFORE moving them into the truck.
His claim for the floor scratches were denied based on the picture that were providedThere is no way the scratches were caused by "dragging furniture", someone sat down with a sharp object, and repeatedly scratched the floorThe claim for his wall was approved, based on the fact that our crew documented the damage on our paperwork, and *** ***'s card was refunded $on August 3rd*** *** claims to have left several messages and sent countless emails after he received his denial letter, and we have one email and one voice mail from *** ***As soon as the refund was processed Chester County contacted *** *** and he did not answer.
While we are sympathetic to the situation, Chester County Moving and Storage followed procedure before, during and after the move, and *** *** is due no additional refund

Great from the begining!
The girls in the office made me feel very comfortableWhen the guys arrived they were in uniform and so politeTher wrapped everything before moving it, and made sure to ask if there was anything I wanted specially wrappedThe were fast and efficent in their process At the end of the move they made sure that everything was where I wanted it and that everything that had wrapped was unwrappedThey even took their trash with them!
My estimated price was exactly what I paid and I would use them again in a heartbeatSo glad I chose a small name company as they were very personal and treated me like family through the whole process

Before the move began, there were no damages. There were no scratches on the floor or marks on the wall. I was in and out of the house throughout the move and did not see them actually cause the damage because I was not paying attention. This is a completely different account then what was told to our office manager as well as our claims departmentWe have no proof of the condition of the home prior to move inI was more concerned with making sure everything gets moved in. At the end of the day, when my fiance got home she noticed all the damage. I was exhausted from the move and did not see it until she highlighted everything. This was her house that she built two years ago so she was very aware of its condition. The witness I referred to is my year old son who saw them trying to push a sectional sofa down the stairs in the exact spot where we found the damage to the floor.Again another one of the multiple accounts we receivedNone of the details of *** ***'s accounts matched upThere was a serious issue with understanding what the chain of events were.It took them months to get back to me; they did not investigate anything. They didn't send anyone to the house. They didn't receive quotes. Go ahead and ask them for the dates on their quotes. They simply ignored my requests to pay for the damage. It wasn't until two days ago that they finally got back to me. I called incessantly trying to figure out where my claim was. No response until late September when Jessica says she got back to the office.We most definitely were investigating the claimUnfortunately we do not have friends or associates in the repair business to forge receipts and estimatesThe home was two years old however, *** *** had the company under the impression that the house was built with in the last yearWe didn't need to send anyone to his home as we had the photos he sentThe dates for the quotes are 7/1/2017, 7/8/2017, and 8/1/No one ignored *** ***, however he made it clear he was not going to take anything less than $His estimate for repairs is almost triple the amount of his move, and he expected to be covered for a full remodel as opposed to the damages themselves.The estimate was not provided by a friend of mine, it was provided by the contractor that built this house, who is very well known. *** *** is a highly reputable builder in the area and rebuilt our home up from the foundation. Given the home was years old, you could not just sand and paint the specific areas that were damaged, you needed to paint the whole adjacent wall and sand/stain the adjacent parts of the floor. The original estimate was $3,to repaint all the damaged walls and sand/stain the damaged and adjacent areas to the scratches on the floor. The final cost came in at $2,500.The estimate provided to us was for $2500.00, then the final bill was the same document with just final cost on top instead of estimate*** *** openly admitted via telephone to our office manager that the repair man was his friend that was how he was able to get an estimate so fastThey very well may be a reputable company, however that doesn't mean they wouldn't provide an estimate and final bill for their associateAlso, if they are the same company that built the home years ago, how do they not have the original colors and floor samples as before? No contractor or builder uses every piece of material or every drop of paint, and *** *** claims the could have matched the color of the floor by the photo.My move was on 6/and the letter I have attached is on 10/3. I received this after multiple inquiries and complaints. Does that sound like a responsive and customer oriented company?Claims investigations take time and this was explained to youWe just recently opened a separate department for claims, damages, and refunds., However, every one of *** ***'s calls and emails were answered, just not with the answer he wanted.The facts are simple. The home was in perfect condition before the move. After the move the damage was found. We are all witnesses to the condition beforehand and afterwards. The movers were the only people in that house that could cause damage like this. To deny their liability is simple criminal. My son witnessed them trying to get the couch down the stairs. If they will not honor this claim we will see how a judge will decide.For *** *** to expect that he will receive compensation that exceeds his full move total is criminalWe have what we need to have this dismissed

Firstly, Chester County Moving & Storage would like to state that it is always a saddening event when our customers are unsatisfiedWe never hope for these things
With that being said, we would like to start with the first fact of timeWhen it was found that the truck was incapacitated,
office personnel was contacted immediately, and the crew was given directions to continue working( wrapping, disassembling furniture, etc) while they waited for a replacement truckThey stopped working at 12pm, to which the customer agreed and signed on the bill of laden
Once the new truck arrived, the guys began working again at 2:(which is also noted on the bill of laden; signed by customer), this time packing the items into the truckThey had to take an additional trip back to the loading address for additional items that were not listed on the Job Service Order, but the customer requested they be moved as wellThe time used to retrieve the additional items was what caused their move to go over, leaving their end time at 9:
Now, the estimate given to said customer was for a set list of items, in which came to cubic feetThus, being able to fit, even in the event of being given a 22' truckOn the day of the move, when the movers arrived, the customer signed the JSO once more confirming that the items on the list was still accurate, which we later found was falseThe original truck (26') was given as a courtesy, for no additional charge because we had already ordered it for the day, and was much bigger than what the customer was estimated to needThe customer, as stated before, had additional items, leading to the items not fitting on the truck that they were estimated for, by no fault of oursWe were not informed of any additional items, even though when the customer booked, they were told to keep the office informed during the time leading up to their move so that any changed in the items list and possibly the estimate could be doneThe customers neglected to do so, so in turn when they were brought a truck, that still they were estimated to fit in, there had to be a second trip
The original estimate, and I want to emphasize this word, because we try to stress this with all customers; was for men for hours labor and a standard hour travel, which equates to hours, with a Fuel Surcharge of $"The price given is an estimate, based on the list of items provided, if the list changes, contact us so we can adjust the list and if there are any changes to the estimate we will let you know accordingly." This is verbatim, what every customer is told upon scheduling their moveThis was not doneThe movers had to make an additional trip to the loading address to pick up additional items, which pushed the time further than what was originally estimatedThe total move equated to hours labor and hr standard travel plus a Fuel Surcharge and additional packaging materials that the customer requested at the loading addressThis is only hours past the estimated time, rather than the said
We believe that our practices were just, legal, and fairAlthough it is unfortunate that this has happened, we are not at faultThis job would have went over, had we provided the 22' to begin withThe customer paid for services rendered, nothing more

Tell us w*** *** gave multiple statements about the events that occurred that dayFirst he stated that he didn't see damages until after he signed the walk through and the crew left, and then he stated that he saw them do it and has witnessesHis estimated cost of repairs was give to him by a
friend and was three times what the company received when getting three separate estimates from three separate companies to provide the work that needed to be done*** *** also had more work done then needed to beHis claim was never proven and the company spent months researching and investigating the claimsHis claim was denied due to lack of evidence.hy here

Photos of the mud tracked through my home by the moving crew along with an email from the company with no mention of having offered booties, as they claim they did*** *** was informed during the booking process, that Chester County Moving and Storage does NOT provide bootiesIt is the customers responsibility to purchase them and our crew will have no problem putting them onThis was clearly explained in the booking process, as it is explained with every customerOur moving estimate with no mention of having to spend over $on paper pads
Again *** *** was informed that we could not keep our blanket onthe truck for two daysWhen asked if he would like to purchase paper pads then, he responded that he would figure it out on his own, but let us know if he needed anything.
The bottom line is this: **and *** *** paid for services renderedTheir move was performed and was properly handled by our crewChester Couunty Moving and Storage stand by the conclusion that there is no refund due at this time

"This company completed a part move for us, we had problems on both ends: On June 18, 2015, they moved us out of our residenceThe staff tracked mud throughout our home and charged us for storage padding that we were not told
ahead of time, when we asked for a quote, that we would be charged for. I called the company and spoke with Jamie and she said there was nothing they could do about the mud, and she ignored my issues about the charge for the pads."
On part one of the move, it was explained to *** *** that we do not provide booties, but will where them at the customers request*** *** did not want to purchase the booties, and told the crew to continue with the moveIt was explained to *** ***, the based on the fact that he was going to be on our truck for two days, we needed to take our blankets offAgain, *** *** was given the option and chose to purchase paper padsWe did inform MrsSweeney that there was nothing we could do about the mud, and that it was her husbands choice to purchase paper pads"The company completed a mofor us on 6/20/in less time than we were billed forMoving staff on the day of the move told us we were to be refunded for hour of service and to contact the company for a refundI have been trying to reach the company for over a month and my calls go unanswered, messages unreturnedI have even been put on hold for minutes and hung up onVery rude customer service from Jamie when emailing."
The move was in process from 11:am to 4:pm, that is hours of moving plus the hour of travel, making it hours*** *** paid for services rendered and no more, therefore his claim was denied

Dear *** ***,
It is always a disheartening moment when we find out that our customers are unsatisfied with our servicesWe at Chester County Moving & Storage only wish to provide the utmost quality in our servicesYour claim is currently being investigatedPlease allow some
time for a customer service representative to get in touch with you regarding the final standings.Thank You and Have A Wonderful Day

Statement: The company is stating lies and now they are putting words into our mouth
Response: We are by no means falsifying anything, nor are we "putting words" into anyone's mouthWe are simply stating fact and giving detail.
Statement: The truck provided with the service did not work correctly which slowed down the movers and the entire move processResponse: Yes, the truck being out of commission slowed down the moving process; as there is a gap of hours that everyone spent waiting, we will agree with you there, but it only took at th most 7-minutes to get the situation under controlOur guys went back to working, and then stopped when all the prep work was doneThe only thing that needed to be done at that time was for your furniture to be loaded into the truckStatement: The bottom line is for a company to provide a service and simply state "it is not our fault" when something in that service goes wrong is not acceptableResponse: We are not simply stating that "it's not our fault"The point that we are making is that a problem arose, of no fault of our own, and we worked around the situationNothing that we did caused this, but we did our best to still provide a service that we were ontracted to doWe were contracted to move cubic feet's worth of household itemsAlthough the truck had to be taken back, you were not charged anything additional for the time it took to replace it, and on top of that we STILL moved more than what we were contracted to do because you had requested it of usIf that is not going above and beyond, I personally don't know what is

** *** was told over the phone and via email that his damage claim can not be filed due to the fact that he admitted to assisting with the moveOn page three of our confirmation packet, which *** *** signed it clearly states
"If any person or persons not employed by Chester County Movers attempts to help with the loading and unloading process this coverage becomes void and no further damage claims can be filed."
Having said that *** *** admitted both on the phone and vis email that him and his wife assisted with the moveTherefore the insurance coverage is void and he can not file a damage claim*** *** speaks of the "rudeness" of the personnel, he fails to mention that he was yelling and screaming at the crew member who completed his move, even telling my crew leader to "get the *** out of my house" When we called to speak with him the first available business day, he hung up after saying that the experience was "too tramatizing to speak about."
There was no theft of services and ** *** had no insurance to cover a damage claimThis was explained serveral timesAt this point there is nothing we can do for himIt seems as though there will be no resolutionHowever please let it be noted that *** *** violated a signed contract and is attempting to collect on that contractThere will be no refund at this timeThank you

All ** *** has done is copy and paste the same email he sent to Chester County Moving and Storage, as well as the Revdex.com.We have already responded to his email as well as to the Revdex.com regarding this move** *** is not due a refund as he paid for services renderedHe yelled and used profanity
towards my crew members and was extremely difficult to please the day of his move. It is our belief that *** *** paid for services rendered and is simply upset that he paid as much for his move as he didHe is due no refund at this time and we ask that the case be closed since his only response is to copy and paste. Thank you

[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 ***, and find that this resolution is satisfactory to me I accept the settlement amount of $140.00, and will no longer pursue anything regarding this matter I will formally close my complaint once the certified check has been received Thank you
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: the service I recieved and the business' response to my complaints fits a long, documented pattern of poor customer service on the part of this companyI have repeatedly asked to speak to the supervisor or owner and the manager has denied me access to these individualsThere is no reason to keep the names of these people secret unless they do not wish to be held accountable for their business practices.This matter could be quickly and easily resolved if the business took responsibiliy for their mistakesThe manager has mistaken my persistence for harassmentI will continue to pursue this matter through every venue I can find until I am satisfiedThe easiest and least expensive way to settle my complaint is to issue a refund equal to one mover's pay for eight hours
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint:
I am rejecting this response because:No slander just stating the truth.
Regards,
*** ***

We were unable to process *** ***'s refund because we no longer had his credit information*** *** was contact today and the information needed was received so the refund will be processed as soon as possible*** *** was informed of this and has agreed to wait for the process to be
completedJessica
Chester County Movers
***

To Whom It May Concern,
Customer *** *** damage claim has been sent to the insurance companyThe decision has not been given to us in regard to his claimOnce we received that decision we take the appropitrate actionThank You,
Sandra
Moving Estimator
Chester County MIover
***
***

After speaking with management we have determined that due to lack of proper documentation by previous employees that are no longer with the company, we are going to refund *** *** the $Payment will be sent via certified mail after *** *** agrees to a mutal settlement of the $ We are apologetic for the delay, and apologize for the lack of information provided to properly handle this case We hope that this will settle things and rectify the situation