Chester County Moving & Storage

Chester County moving is working diligently, to resolve this matterI hope ** *** can understand, it is not our policies that is draging this matterOut its the insurances companiesWe made a number of call to them to try to speed this process up, and We understand ** *** frustrations

“Just to clarify - Chester County
movers did not show up by 10:that morning, it was not until I contacted them
after 10:that they informed their truck had mechanical issues they did not
say they ran into traffic as well.”
*** *** was scheduled for 9-10am appointmentHer sister was informed of all
matters via office and crew chief several timesThe matter was that there had
been a small mechanical error which caused the men to dispatch late, and
because of traffic the situation was prolongedThe men showed up a bit after
10:30, but set their start time to 11:00amShe did not receive a call from the
office until after 9:30, when we openedOne of our repsJessica, spoke
multiple times with *** ***’s sister, of whom relayed all messages, being as
though *** *** was at work and could not be there
“When movers arrived, they
did not have the boxes we ORDERED nor did they have instructions to pack up
anything. They did have spare boxes, but only dish packs which cost
significantly more than the boxes we ordered (we did order a couple dishpacks,
but certainly did not need those for everything).”
*** *** had ordered one dishpack, but because of a mishap (which was explained
to *** ***’s sister) they did not have other standard boxesAt first it was
believed that they would not be able to do the pack, which was explained to said
sister, who asked if there was anything they could doWe told her we would see
if we could grab a guy to bring out the boxes, but the guys would still load in
the meantimeShe said that was fineWe then kept her updated on the progress
of that, while our men continued to workWhen it became clear that no one was
currently able to dispatch in enough time, we told *** ***’s sister that
instead of having her wait, we would provide the boxes on the truck at no fee
To this she agreed, stating that “she just wanted to get the things out”We
apologized for the inconvenience and called our crew chief to give them
directions on what to doAt the time they were loading the last few furniture
items ( a sofa and some smaller pieces) into the truckThey received instruction
on what to do, to which they obliged
“My sister absolutely had a problem with
how things were handled, she was in tears half the time. I called after
they finally arrived over and over to get the packing orders straightened out -
that is when they were not answering my calls or calling me back. It
was only after that when my sister contacted them - they had not attempted to
get in touch with her anytime before that.”
Once
more we contacted *** ***’s sister on multiple occasions, as well as us
having an already busy morningAs we explained to both *** *** and her
sister, we had a large volume of calls, to which we tried to answer and respond
to all of our clienteleHowever, we could not stop the functioning of our
entire office and ignore all of our other customers for the sole purpose of
oneWe called her sister on multiple occasions, as well as tried to answer
every call that came through our linesIt would be wonderful if we could
answer every single call that came through our lines at the same time,
unfortunately that would be impossibleThe matter of her sister crying, she
explained to the crew that she was upset because *** *** was on the line “going
off” when the bill was being done and said she was not payingShe then went on
to say that “she didn’t even want to be there in the first place and that this
was all her sister’s idea”Earlier in the day she told the crew she was fine, but
her sister is paying and that *** *** “was going to be pissed”
“Since they didn't have enough
boxes to pack everything, it should not have taken as much time to pack as
estimated. They were aware of the furniture that was there and so
wrapping and breaking down should have been included as well.”
We
account for all time, but it is also known that these are furniture items that
our customers spend their hard earned money forWith that being said our men
will not just rip things apart because a customer wants them to move fasterWe
do understand that the customer is paying for time, but they also expect a professional
serviceOur crews are not robots, nor will they rush a job and risk damaging
what they are being paid to take care of
“Additionally we should not be charged the
time they were at the storage area when attempting to work out a compromise for
the cost, subsequently leaving and returningMy sister never left the area before payment was received. In
fact, I was talking to her on the phone while she was across from the movers
when someone called to say she wasn't there. I told them then, that she
was standing right in front of them in full view. Maybe this is another
one of their attempts to fraudulently get more money out of people? “
We
were not working on a compromise, *** *** outright refused to payShe was
informed that the clock was still running, as the job had not been completed
She kept saying that they needed to start working again, but we explained to
her, that per PUC regulatory law we could not begin unloading until payment was
madeShe said that she refusedWe told her that we were unable to complete
the service without payment and that our only resort from then would be to
return to our dispatch center, unload the items there and *** *** would be
billed for the costs of storageWhen we got back on the line with our crew chief
we were notified that *** ***’s sister had driven off in a car and could not
be locatedWe contacted *** *** and informed her of her sister’s absence
She stated that her sister was there the whole time and was standing in front
of the crewWe called our chief back and he informed us that the sister had
returnedIt was then the bill was written up
“My sister signed the receipt added a note that we disagreed with the
cost and that is when they ripped it up and left the site. When I
immediately called Chester County movers, she said they would not accept that
as a signature. That is the only reason I agreed to have my sister sign
for the delivery.”
*** ***s sister told our crew that she was instructed not to sign, but to write
“Forced to sign” instead of her name, whichOur crew chief told her that we
could not accept that as a signatureNo one ripped up the bill of lading as
our men are provided with one copy per customerWe then called *** ***, who
happened to be calling at the same timeWe switched the line over to her call
and informed her that we could not accept her signature as it was*** ***
claimed she didn’t know why [she] would do that and stated that we could
continue with the paymentWe received the signatures needed and went on to
complete the moveOur men even stayed a few minutes over time to make sure the
job was done, to ensure everything was ok within the facility before they left
“They left us without any options whatsoever,
not only is it bad business practice, but it seems on the verge of illegal.”
As we explained to *** ***Our practices are well
within the lawThe PUC mandated form which she received, and signed states
that the truck is not to be unloaded without payment made in fullThat is
Pennsylvania law, which apply to the state we live and work in and must follow
We are not out to get over on anyone or to “swindle” customers as *** *** is
evidently trying to make it seemWe are only asking that you pay for the
services renderedShe and her sister were kept aware of all happenings, and
our men never stopped workingAlthough this is an unfortunate happening that a
customer is unsatisfied, we did a service, accommodated the customer to the best
of our extent during this time and were only met with yelling, disrespectful
language and now thisChester County Moving does not believe a refund is
appropriate because we have performed a service, which our men worked hard to
fulfill

From: *** ***Date: Wed, Feb 11, at 3:PMSubject: To: [email protected]
Vernette,
The transaction for my refund went through on Feb6th, I attached a copy of the transaction as proofThank you for your help with this*** *** * *** ***Thornton PA 19373 Dear *** *** : This message is in regard to your complaint submitted on 1/6/4:09:PM against Chester County Moving & StorageYour complaint was assigned ID ***.The business has sent the Revdex.com a message regarding this complaint, and we are passing it on to youThe contents of this message are below or attachedPlease respond to this message in written form within days.The text of your complaint may be publicly posted on Revdex.coms Web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy)Please do not include any personally identifiable information when you tell us about your problem or in your desired outcomeBy submitting your complaint, you are representing that it is a truthful account of your experience with the businessRevdex.com may edit your complaint to protect privacy rights and to remove inappropriate language. Regards,*** *** The Revdex.comMESSAGE FROM BUSINESS:Good Afternoon ***,
After reading the Customers complaintWe feel that the events discribed by the customer, we feel are very inaccurateChester county movers Take pride in or reputationSo with that being said We would like to offer this customer a settlement of $--
*** ***.***@***

"This company completed a 2 part move for us, we had problems on both ends: 1. On June 18, 2015, they moved us out of our residence. The 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 [redacted] that we do not provide booties, but will where them at the customers request. [redacted] did not want to purchase the booties, and told the crew to continue with the move. It was explained to [redacted], the based on the fact that he was going to be on our truck for two days, we needed to take our blankets off. Again, [redacted] was given the option and chose to purchase paper pads. We did inform Mrs. Sweeney that there was nothing we could do about the mud, and that it was her husbands choice to purchase paper pads."2. The company completed a move-in for us on 6/20/15 in less time than we were billed for. Moving staff on the day of the move told us we were to be refunded for 1 hour of service and to contact the company for a refund. I have been trying to reach the company for over a month and my calls go unanswered, messages unreturned. I have even been put on hold for 20 minutes and hung up on. Very rude customer service from Jamie when emailing."The move was in process from 11:30 am to 4:00 pm, that is 4.5 hours of moving plus the hour of travel, making it 5.5 hours. [redacted] paid for services rendered and no more, therefore his claim was denied.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:There was NO mention of booties to either of us and we were put on the spot about being forced to purchase the pads, the movers were there and could not move forward without using them. In fact, the crew said they had nothing to use to cover their feet. The movers finished 1 hour early and told us that we were due a refund.
Regards,
[redacted]

According to the crew chief, the customer had more items than specified. The customer was sent a claim form for the damaged dresser. The customer got very irate at the unload and ripped up all the paperwork for the move accept the receipt she signed. Crew states customer was intoxicated.

1. 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.[redacted] was informed during the booking process, that Chester County Moving and Storage does NOT provide booties. It is the customers responsibility to purchase them and our crew will have no problem putting them on. This was clearly explained in the booking process, as it is explained with every customer.2. Our moving estimate with no mention of having to spend over $130 on paper padsAgain [redacted] was informed that we could not keep our blanket onthe truck for two days. When 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 [redacted] paid for services rendered. Their move was performed and was properly handled by our crew. Chester Couunty Moving and Storage stand by the conclusion that there is no refund due at this time.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Just to clarify - Chester County movers did not show up by 10:00 that morning, it was not until I contacted them after 10:00 that they informed their truck had mechanical issues they did not say they ran into traffic as well.  When movers arrived, they did not have the boxes we ORDERED nor did they have instructions to pack up anything.  They did have spare boxes, but only dish packs which cost significantly more than the boxes we ordered (we did order a couple dishpacks, but certainly did not need those for everything).  My sister absolutely had a problem with how things were handled, she was in tears half the time.  I called after they finally arrived over and over to get the packing orders straightened out - that is when they were not answering my calls or calling me back.  It was only after that when my sister contacted them - they had not attempted to get in touch with her anytime before that.We are talking about a 1 bedroom apartment for an elderly lady, who had not been living there for over 2 months, things were not spread all over the place.  Since they didn't have enough boxes to pack everything, it should not have taken as much time to pack as estimated.  They were aware of the furniture that was there and so wrapping and breaking down should have been included as well.  Since they didn't have the proper instructions, they were not able to do the work scheduled until they were given permission by dispatch.  Additionally we should not be charged the time they were at the storage area when attempting to work out a compromise for the cost, subsequently leaving and returning.  My sister never left the area before payment was received.  In fact, I was talking to her on the phone while she was across from the movers when someone called to say she wasn't there.  I told them then, that she was standing right in front of them in full view.  Maybe this is another one of their attempts to fraudulently get more money out of people?  My sister signed the receipt added a note that we disagreed with the cost and that is when they ripped it up and left the site.  When I immediately called Chester County movers, she said they would not accept that as a signature.  That is the only reason I agreed to have my sister sign for the delivery.  They left us without any options whatsoever, not only is it bad business practice, but it seems on the verge of illegal.  I told the lady I spoke with on the phone that we would be contacting Revdex.com and disputing the additional time through my credit card company, both of which has been done.I am in no way trying to get out of paying, but I am only willing to pay for the actual services rendered, poor as they were.Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
There was NO mention of booties to either of us and we were put on the spot about being forced to purchase the pads, the movers were there and could not move forward without using them. In fact, the crew said they had nothing to use to cover their feet.
The movers finished 1 hour early and told us that we were due a refund.
Regards,
[redacted]

To whom it may concern,
Mr. [redacted] did move with us on 10/17/2014. The move was estimated at 8.5 hours total, and only took 7.5 hours total. The crew rate was 195.50 an hour. Therefore we only owe Mr. [redacted] 195.50.
It was explained to Mr. [redacted] the last...

time he called our office that there had been a clerical error and he refund was waiting to be processed. Without hesitation Mr. [redacted] contacted the Revdex.com about the matter.
At this time Mr. [redacted]s claim for refund has been approved and will be processed as soon as possible. Once the refund has been processed both Mr. [redacted] and the Revdex.com will be notified.
If there are any further wuestions feel free to call our office at ###-###-####.
Thank you 
Emily C[redacted]

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 Complaint: [redacted]
I am rejecting this response because: Once again look at their unwillingness to discuss anything and immediately defer all blame to us. I will continue to request reimbursement for damages incurred as well as request reimbursement for theft of services. I also do openly admit to telling the "supervisor" to get the f off my property. That was solely due to the threats he made as well as his deplorable behavior and rudeness towards my wife. I am not going to be harassed by an employee of a contracted service on my property and I told him to leave and he didn't. So we can continue to debate all of this or simply negotiate a settlement that is amicable to both parties and close the matter. 
Regards,
[redacted]

They continue to make up stories.
No one is  making up stories. All of these responses can be proven with documents.
I was yelled out and never given the correct information
Jessica's conversation with Mr. [redacted] was monitored and at NO TIME did Jessica raise her voice or use profanity.
I am not going to Be called a liar.  I know the truth and that's all that matters. I will never recommend your business and I have been making sure people know about your business practices. 
Chester County Moving and Storage is only disputing the false accusations made against us. We are saddened that Mr. [redacted] had a bad experience, however that doesn't justify slandering our name.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:At this point, we are not making any progress going back and forth over the details.  I disagree with your version of how things unfolded that day.  My mistake was not checking review prior to using you....if you look at Yelp and other social media, my issues are not unique.   I never outright refused to pay, I asked to speak with someone that was authorized to listen to my complaints and adjust my bill accurately.  Additionally if it is your version that the receipt my sister signed saying she disagreed with the charges was not ripped up, then I would like to request a copy of that receipt.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 concerns. I do not discredit what their reply was to you...I did copy and paste the email I sent them as that is the truth. I 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 on. I 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]

[redacted] Stated: "Scheduled a pack and move for 9:00am on 6/29. Crew show up over an hour late with no packing boxes and no instructions that they were scheduled to pack. I called the office # over and over for an hour and...

went straight to voice mail. My sister called on a different line and the call was picked up immediately"
Chester County Movers dispatched a crew on 6/29/2015 and ran into traffic. [redacted] authorized her sister to handle the move so that is who was contacted regarding the arrival time. She had no problem and just asked us to keep her updated, which we did.
[redacted] stated: "They charged over 2 hours more than quoted and were not able to pack everything (they did not have enough spare boxes on truck) and therefore unable to move the entire apt. The crew was not moving stuff the entire time, said they couldn't do any packing until the dispatch approved"
[redacted] was charged for the time that the movers were at her location, doing her move. She was estimated not quoted for a 4.5 hour move time which extended to 6.5 hours of move time due to a multitude of reasons, including but not limited to miscellanous items that needed to be packed spread all over as well as wrapping and breaking down of furniture.
[redacted] stated that we did not have boxes, however continues by saying thatwe were unable to pack everything becuase we did not have enough spare boxes. [redacted] also received 6 dish pack boxes at no charge which are $15.00 a piece totaling almost $100.00 of free merchandise.
The movers worked the entire time they were ther and while they were waiting for approval to pack, they were wrapping and moving furniture.
[redacted] stated: "When they showed up at storage, and I was talking to supervisor to dispute the cost they would not unload until we paid in full. Supervisor said she had no authority to adjust bill and would not allow me to speak with her superior. We finally signed the bill with a note saying we were not in agreement, they would not accept this and they drove off with the contents of the apt"
It states in our contract, as well as PUC mandated forms, that the unload will not begin until payment is made. [redacted] signed that contract. [redacted] and her sister denied payment several times, left the area before payment was recieved, and therfore we told our crew to leave. After our crew returned to the truck to begin route back to base, [redacted] called and stated that she would pay for services rendered.
[redacted] is not due a refund and her bill should be paid in full as we provided her with moving services.

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 Complaint: 10755799
I am rejecting this response because:
No slander just stating the truth. 
Regards,
[redacted]

Dear [redacted],It is always a disheartening moment when we find out that our customers are unsatisfied with our services. We at Chester County Moving & Storage only wish to provide the utmost quality in our services.Your claim is currently being investigated. Please 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

This customer scheduled a move with Chester County Moving and Storage LLC on 1/16/2017. Our contract was sent to her via email on that same day. We received a signed completed contract back on 1/17/2017. Page three of our contract is in regards to her valuation coverage. It clearly states that she...

is covered under the $.60 cent per pound per article valuation. On 1/21/2017, our three man crew arrived to her residence and began the loading process. The box in which is being claimed, was packed by this customer and our crew still moved it without an issue. As they were taking the box off the truck the bottom of the box feel out due to not being sealed by the customer properly.On 1/24/2017 this customer called in to file her claim and was immediately issued a claims form. It was explained on the claim form that her valuation was $.60 cents per pound per article.On 1/26/2017 we received her claim form back in which she stated that the contents were valued at $300.00. It was then explained to her again that as per our contract which she signed, she is covered by the valuation of $.60 per pound per article and the box is weighed at ten pounds. Therefore granting her refund of $6.00.This customer then contacted the office stating that she didn't know that and had not read her contract before signing it. It was explained that it is not the responsibility of Chester County Moving and Storage to ensure that our contract is read and that if there were any questions she should have contacted the office to discuss.The refund of $6.00 was issued this morning and at this time there is nothing further to be done. We have the documentation to prove that she had a certain coverage and that is what her claim was processed with.

Hello,
The attachements are as follows:
1. 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.
2. Our moving estimate with no mention of having to spend over $130 on paper pads.
Thank you!
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: there are many factual inaccuracies in the response from Chester County Moving and Storage.  
1) I was told it would take 30 days from the date of submission of damages, which was 6/4/15.  
2) My "harassing" phone calls would not have been so frequent had I been informed of the 30 day policy upon submission, and if they would have bothered to call me back when I left voicemails.  I was not as rude or derogatory as the voicemails, both my wife and I received today from CCMS.  
3) Not once was I contacted by Ms Emily C[redacted] about the damages and how they occurred.  While I will concede the movers did put blankets on top and the sides, there was no, NONE, ZERO, ZIP, nada, at the base of the dressers and desk.  As I stated, the one mover, I believe his name was Joe, pulled everything from the back of the truck to the front so the other two movers could move them into the house. Causing damages at the base of these items. This could have been clearly explained to her upon her "investigation", but she chose not to call me or visit me to find out what I saw with my two eyes during the move.  
4) If they would check their records, they would see that [redacted]'s signature on the line where the final amount was paid and the name on the card was that of [redacted].  So while [redacted] may have been the one who ordered the move and used her card, that we share by the way, it was actually [redacted] who paid the bigger balance.  
5) I was told an a letter dated 6/30/15 that I would be refunded $100, which I thought was absurd due to the amount of damages that were done, but not even that was done until today 8/5/15 and was it applied to my card, which just so happens to be the day they received the complaint from me through the Revdex.com.  Odd timing.
6) I would like to know who their insurers are and file a claim with them and allow them to finalize what the damage is and is not from the move.
7) I ran a moving business for 2 years and this is a disgrace for the industry.  Their reviews on [redacted], [redacted] and others should have been an indicator, but obviously we failed there in doing our due diligence in finding a reputable and honest company.  
Regards,
[redacted]