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Chester County Moving & Storage

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Reviews Chester County Moving & Storage

Chester County Moving & Storage Reviews (97)

Good Afternoon [redacted],
   After reading the Customers complaint. We feel that the events discribed by the customer, we feel are very inaccurate.  Chester county movers Take pride in or reputation. So with that being said We would like to offer this...

customer a settlement of $150.00.

To Whom It May Concern,
Customer [redacted] damage claim has been sent to the insurance company. The decision has not been given to us in regard to his claim. Once we received that decision we take the appropitrate action.
Thank...

You,
Sandra
Moving Estimator
Chester County MIover
[redacted]
[redacted]

Statement: The company is stating lies and now they are putting words into our mouthResponse: We are by no means falsifying anything, nor are we "putting words" into anyone's mouth. We 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 process.Response: Yes, the truck being out of commission slowed down the moving process; as there is a gap of 2.5 hours that everyone spent waiting, we will agree with you there, but it only took at th most 7-10 minutes to get the situation under control. Our guys went back to working, and then stopped when all the prep work was done. The only thing that needed to be done at that time was for your furniture to be loaded into the truck.Statement: 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 acceptable.Response: 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 situation. Nothing that we did caused this, but we did our best to still provide a service that we were ontracted to do. We were contracted to move 950 cubic feet's worth of household items. Although 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 us. If that is not going above and beyond, I personally don't know what is.

First, I was required to sign and pay according to their movers before they moved anything off the truck, thus holding my possessions hostage until I paid and signed, what I was told was a receipt of goods.  
It clearly states in our confirmation packet as well as the information for shippers form that is mandated by the PUC that "the unloading of belongings is not to begin until FULL payment is made."
 
Who and when did I tell what happened?  there isn't anywhere on the claims paper to put what I saw happen.  
Chester County Moving and Storage used the information provided from several voice mails and emails to determine what [redacted] saw. There was no additional information needed from [redacted] to render a decision.
My next step is going to be contacting an attorney and the Pennsylvania Utilities Commission about this company.  Their blatant disrespect for my family and my belongings is just pitiful.  
If [redacted] feels that contacting an attorney is the best choice then that is fine. We maintain our decision.

[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]
This claim via the Revdex.com is to receives the monies for the hardwood floor damages so until I receive a check for $1254 to fix my floors, this claim will stay open.
Regards,
[redacted]

First, let me begin by saying that at no point and time did this
company or anyone affiliated with this company, charge [redacted] up front for
services. She placed a $100.00 deposit down for her move on the 9/25/14.
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On 12/23/14 an email was sent to [redacted] and the email states
the following
"[redacted] ,
I am contacting you in regards to the claim
submitted for a refund for an hour of services at the rate of $140.00 an
hour. Your claim has been processed a refund request was submitted. At this time
we are waiting for confirmation that it has been processed by the agent we use.After speaking with Jessica this morning, it was
explained to me that you now wish to file a damage claim since your refund took
so long to be processed. I also read over your file where no damages were
stated, however it does state that the reason for your
time being a hour less then estimated was because of your persistence in
assisting our movers while doing a job you paid them to do.Respectfully at this time any and all damage
claims will be denied because of your assistance in the move.
We apologize for the delay in refunding the time
owed, however there is protocol that must be followed and paperwork that must
be filled out and submitted. These claims take time to process and are
processed in the order in which they are received.
I am currently out of the office and will not be
back until tomorrow so please contact me via email with any questions you may
have.I will follow up with you when we receive
confirmation that the funds are available for you.
Thank you."
At no point did this company state that the
refund was approved. After hearing that her claim for a refund was being
investigated and her damage claim was denied, [redacted] then filed a charge
back for the full value of her move. There is no way to refund money when the
funds are removed while the charge back is investigated. She claimed that she
paid in full online and did not authorize the payment. After sending the proper
documents to the merchant company we were awarded the funds back.
[redacted] has done nothing but lie to the company and anyone
involved in this “case”. After being told that the refund would take time, she
filed a damage claim, after being denied a damage claim, she tried to get all
her money back, and after that didn’t work, [redacted] then contacted the Revdex.com. Any
other claims or complaints filed against our company is not relevant to this
case, and we feel as though [redacted] is using other people experiences
(whether good bad or indifferent) to help fuel her story to get money back.
In conclusion, we ask that [redacted] produce the email where
Chester County Moving and Storage stated that yes, she was eligible for a
refund and that it would processed, as we have no record of such an email. We
informed her that the claim was received and being processed, but obviously we
did not move at a pace she was comfortable with. Please dismiss this case as
it has no merit.

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because this company is full of misrepresentations.Here is the exact recount of what happened: 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.  I was more concerned with making sure everything gets moved in.  At the end of the day, when my fiancé 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 15 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.It took them 3 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.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.  [redacted] is a highly reputable builder in the area and rebuilt our home up from the foundation.  Given the home was 2 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 $3,500 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.My move was on 6/27 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?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.Regards,[redacted]

"On May 9, 2015 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 [redacted] University. Throughout the move, in which I watched from beginning to end, I heard many of my objects knocking into my walls and floors. During the...

move, the one mover, yelled, "Oh, [redacted]!" and I came to look at what happened and he put a hole in my wall going down the stairs to the foyer. He apologized and said he would fix it, but there was nothing there that could have fixed that sized hole. Following 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 floor. When arriving at the destination I watched as the one mover would drag the bottoms of our furniture, which was not covered. They 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 all. So as he would drag the dressers and the desk from the back of the truck to the area where it was being unloaded. I 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 4 times over the course of the week. I was told I needed to fill out a form and have a quote for the flooring. So after getting a quote for the floor damage and taking many pictures I forwarded over the information on 6/4/15. I called between 8-10 times over the next 3 weeks to find out what the status was, but kept being told it was being investigated by the claims department. Not once was I called, nor did they want to come and look at the extent of the damage their movers created. Then on 6/30/15 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 $100 that was to be credited on 6/30/15 and should take 3-4 days for processing. I emailed them on 7/20 and 7/22 looking not only for an update on the $100 credit, but also who I need to speak with in regards to their claims, because I did not agree with the assessment. I also left multiple messages looking to talk to someone about this. It has now been almost 3 months and way too much time of mine to continue deal with this situation that should have been necessary. I 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. [redacted] is not the person that secured the move, nor the person who made payment, and yet, we allowed him to file the claim anyway. We informed [redacted] that the process takes anywhere from 60-90 days to complete the investigation and make a decision and he said he was fine with that. We then face many harrassing phone calls and emails about how we were not moving "fast enough".[redacted] placed a claim for  damages to a dresser, a desk, his floor, and the wall. After an investigation, Emily C[redacted] 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 provided. There is no way the scratches were caused by "dragging furniture", someone sat down with a sharp object, and repeatedly scratched the floor.The claim for his wall was approved, based on the fact that our crew documented the damage on our paperwork, and [redacted]'s card was refunded $100.00 on August 3rd.[redacted] 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 [redacted]. As soon as the refund was processed Chester County contacted [redacted] 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 [redacted] is due no additional refund.

[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] 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]

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 informationJessica'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 once again the company is simply stating lies and making up
their “facts and details” about the events that occurred on the day of the
move. We called the company three times and left three messages on the day of
the move (Saturday, 5/16) asking for an immediate call back. We had not
received any communication from the company so on Thursday 5/21 we called the
company. On that day we were told that the replacement truck was a 24 foot
truck and that the size of the truck was verified with [redacted]. In the responses
to our complaint by the company they have stated the replacement truck was
actually 22 feet. They have also stated that they contacted us the Monday
following the move. They have been lying and changing their story from the very
beginning and throughout their complaint responses.
In response to the “we STILL moved more than what we were
contracted to do because you had requested it of us” we will once again say
that they ACTUALLY moved less than what was on the estimate. The only thing this
company has gone above and beyond on is acting unethically and
unprofessionally.
Regards,
[redacted]

Review: We hired the Chester County Moving company to do a move on the 27 of July in PA. A deposit of $100 was paid. They called us on Friday 25th to leave a voice mail around noon that the move was cancelled as they never received any paperwork regarding the move from us. As they did not return our calls on Friday to talk to them or resend any paperwork they claimed they never received, we had to seek an alternative and hire another moving company that nigh. Additionally, we received a phone call that they are coming early on Sunday after being informed that our move was cancelled.Desired Settlement: want a refund

Business

Response:

In response to the complaint filed by the [redacted] family, we are extremely sorry to hear that they were displeased with our services and at this time have decided to refund the $100.00 security deposit.It was an unfortunate turn of events and we here at Chester County Movers are unhappy with the final outcome, therefore we will continue to remodel our practices and procedures to continue to satisfy our clientele.

Review: We hired Chester County Moving & Storage to move some furniture from my parents house to my new apartment. Along the way, they picked up a leather sectional couch we ordered at [redacted]. They were scheduled to come at 2pm on Saturday and did not show up at my parents house until after 7pm. They charged us $465 for this first move.They were unable to get the second piece of the couch in our apartment on Saturday night, but assured us three times that they could 100% get it in if they went through the window on the second floor. They said they would bring a hoist and do it on Monday.We were charged $100 hoisting fee and the movers were here for 5 hours moving one piece of a couch, which they were not able to get into the apartment. They then charged us an additional $600 for this move. Furthermore, they put 6 large holes in the walls of our stairwell, which they did not fix. The total cost for this move was over $1,000, and the couch was never moved into our apartment. We called the manager to inquire about the $600 dollar fee for Monday, and he was extremely rude and unprofessional. In addition to refusing to give us a refund, he cursed at my mother, while my mother never used any profanity. The only thing he offered us after a lengthy discussion was a free return of the couch to the store, which is 8.9 miles away. The manager said the movers would be here on Thursday to pick up the couch and he would call us with a time frame. We did not receive a call, so we called them to confirm on Thursday morning. They said we never called them, so they could not come until Saturday at the earliest. Finally they agreed to come get the couch that night. After they returned the couch to [redacted], the manager removed the shrink wrapping the movers had put on and examined the couch. He found that the entire couch was torn up and thus he would not accept the return. Please bear in mind that the couch was never in our possession. We called the company to obtain a refund for the couch they destroyed and they refused. They said they would only pay 0.60 cents per pound; however, this was not made clear prior to the move, nor was the couch ever weighed. Furthermore, the couch was never measured before they assured us they could 100% get the couch where it needed to be. We also discovered the skirt on the small sofa they moved was ripped and they lost the legs to the couch. We tried to call and complain, but the number listed was incorrect. They had listed the number to [redacted] insurance instead.Desired Settlement: After the horrible experience with this company and the $1765 they have cost us, I would like to receive a refund on the $699 couch they destroyed and a refund on the $600 they charged us on Monday for a job they did not complete.

Business

Response:

Date: November 15 ,2013

Dear [redacted]

We were hired by the- [redacted] family for a move on October 12,2013 which involved a pick up of a 2 piece sectional sofa from “[redacted] Store” in [redacted], Pa said a second pick up in [redacted], Pa. The crew arrived to 1st pick up @ 6:30 pm. They were late due to the first move they were on ran over estimate due to excess items. 2nd pick up was made and they proceeded to unload. Due to narrow stairwell and tight comers, it was mentioned that the sofas may not fit up the stairwell without possibly damaging the property and / or furniture. [redacted] gave the crew the ok and signed a waiver releasing Chester County Moving from any liability sustained during this procedure. Two of the three pieces were able to get up the stairwell. The last piece would not fit. The crew chief recommended that a hoisting crew may be scheduled to get the sofa in through window. It was explained to [redacted] that a hoist crew is 4 men. Rate is $118.05 per hour ( 3 hour minimum ) plus $100.00 hoist fee. [redacted] agreed to the rate and the hoist was scheduled for October 14,2013. The time charged for this date was 5 hrs move time, 1 hr travel, $25.00 fuel totaling $610.00 minus deposit.

On day of hoist, the crew attempted to get the item upstairs one last chance and then proceeded with the hoist. After several attempts were made, it was clear that the piece was too big for the window as well. This w as pointed out to customer. They made some calls and came to conclusion that they wanted to return the solas to the store and pick up a smaller set. She was charged this date 3 hrs move time, 1 hr travel time, $25.00 fuel and $100 hoist fee totaling $597.50. Crew was there for 5 hrs. We only charged her for 3 hours.

The next day customer called complaining about the cost paid over the last 2 days. It was explained that it is the customer’s responsibility to make sure fumiture purchased would fit into home before it’s delivered. At this point we refunded an additional $48.16 and offered to return the sofas to the store, pick up and redeliver new set at no charge, That free charge would have been $527.50. We were notified on October 17,2013 that she wanted the sofas picked up, and redelivered. We managed to get a crew out there on this last minute notice and return the set. Once the crew picked up the sofas and returned them to the store, the store manager unwrapped the sofa that was still in it’s packaging as well as the wrap we placed around it and said it was damaged. At this point they wasn’t accepting it back and walked away. In turn the customer said they wasn’t taking back and drove off leaving the items with our crew. In fairness and safety to the sofas, we reloaded them and brought them back to warehouse to store for safe keeping. On October 18,2013 customer called office stating she wanted compensation for total cost of sofas and moves. It was explained that she her coverage on her items was Standard Valuation (.60 per pound ; per article ). At this point customer became upset saying it’s not fair and she would put bad word out there about us if we didn’t comply. Saying we stole her sofas. It was asked when we may deliver the items to [redacted] and there wasn’t a response. Just kept saying we stole her sofa. Finally a few days later we were contacted by customer stating that we were to return the sofas to [redacted] Store where they were originally purchased. On October 21,2013 we returned the sofas to the store free of charge.

Customer is asking that we refund a total of $1299.00 for settlement. $699 for a sofa set that store accepted back and $600 for move. We did everything to settle this matter with the customer. Even offered to fix the holes in wall which customer denied. In total discounts of numerous redeliveries, storage fee and time not charged on hoist day and gave back .50 hr from the original move, which in gives an estimated total of $965.00. None of which was charged to customer, but services were provided to try and settle this matter, Chester County Moving & Storage feel that we have made every attempt and wait beyond the boundaries of the company to settle this matter.

Sincerely,

Review: This company moved a small number of items into storage for us. We received an estimate ahead of time and paid a deposit of $100. We asked the movers to move other pieces into the garage for us. They said we were quoted for 2 hours of moving and 1 hour of transport. After 50 minutes, they finished with the items going to storage and started moving other pieces into the garage. I told them not to go past the time listed on the estimate and stop when they hit that limit, which they did. We settled up at the end and paid cash for the entire amount listed in the estimate. 45 minutes later, we received a call saying we underpaid and went over the time listed on the estimate and the mover was on his way back to the house to collect this amount. After speaking with, who I believe is the office manager, [redacted], he finally seemed to understand the movers underestimated the time by not taking into account the loading time into storage. We came to an agreement we were not responsible for the extra money as we were clear not to go above the estimate and would not have had them move the extra items into the garage if it meant paying more. A few days later, I remembered we paid a deposit of $100 that was not taken into account the day of the move. I called [redacted] back and explained we overpaid and requested to get my deposit back. He began telling me we were undercharged since the time to load into storage was never accounted for. I explained that issue was resolved and not up to us to pay for. He continued by saying the amount we paid on moving day was inclusive of the deposit. My receipt lists the breakdown of the charges and nowhere does it note a deposit subtracted from the total, although there is a blank spot for it on the paperwork. The balance due at the bottom was equal to the estimate and the C.O.D. box is checked next to it. We argued for 20 min and he refused to admit we paid for the entire amount that day. He also refused to give us the owner's #. His dishonesty is blatant and is unacceptable.Desired Settlement: I just want the amount the overpaid amount of $100 returned to me ASAP.

Business

Response:

To Whom It May Concern:

Upon booking [redacted] her “estimate*’ was explained to her in ML It was based on a “3 hour minimum". That consisted of 2 hours of move lime. 1 hour travel time I rate SS2.50 per hour I and $25.00 fuel. And her 1st month storage of $48.16. The crew arrived at her home and the time started @10:00 AM. They were finish loading her items onto the truck within 30 to 45 minutes. At this time [redacted] asked the guys to move some additional things out to the garage. This is the additional time that pushed her estimate over. They wore finish at that location and ready to head back to unload into storage @ about 12:00 PM. Her time wasn't suppose to stop until the completion of the unload into her storage. ( approx 1.5 hrs ) This time wasn’t charged. The crew presented her with the MB, but only charged her for the loading portion of the move. Total of 3 hours including travel time; 3 hrs x $82.50 per = $247.50 + $25.00 fuel + $48.16 storage fee = $320.65. There was a deposit that was paid of $100 during booking that was deducted from her bill. She paid a total of $220.65 in cash. When the crew was dispatched back out to her to correct the bill, she staled 'she wasn’t paying anything more and that was final. She called back a few days later to complain about this. It was explained to her why her bill was undercharged and she became very irritated stating that we were scammers. Her receipt shows a total charge of $320.65. This' is the actual total. Her deposit is subtracted from this. The $123.75 that she’s looking at on her bill was the amount the crew placed on there when they realized the under charge. ( amount that wasn’t paid ) She is using that receipt that was filled out improperly as grounds for this complaint. [redacted] moved with us previously (08/25/2013). Her estimate was- for 3.5 hours including travel plus $25.00 fuel. Her move went 1 hour over estimate and she paid the bill without hesitation. Point is she understood the complete process of how her “estimate" worked and what she would be charged for. She’s using a mistake that was made by our crew chief that was just recently promoted to that position as a means to get money back. After she requested the owner’s phone number, I explained to her that she was talking to the manager in charge of handling the problem she was experiencing. She insisted on the owners phone number. I told her we are a corporation and no corporation I ever heard of releases owner private numbers. I gave her my supervisor name but she said she wanted the owner. This is when she got upset and threatened that she would go to The Revdex.com, place ted reviews out and tell everybody she knows not to use our company. She recently had her items picked up from using a different company. [redacted] called to set this up and stated that he was calling cause he’s easier to deal with. That was fine. **. [redacted] was very nice and pleasant. The pick up was scheduled and items were picked with no problems. Even though the other company didn’t show up the first pick up date.

I’ve enclosed copies of her bill for her first move showing estimate she was given and amount paid as well as her second time using our services. Please fee! free to contact me with any questions, Thank you,

Review: on the 11/10/2014 prior my move I hire Chester county movers for my move after been told a quote that was acceptable by me and sign a confirmation form and paid deposit of 100 USD.I received a call from Chester county movers telling me that they have made a mistake on the quote and that the new quote was basically going to double in price, was told they made the mistake and they understand the mistake was on their part and will understand if I cancel the agreement and will refund the 100USD back to me and that the process should only take a week.

we are now a month pass and after attempt to collect my refund via phone and email still no response.

need the money back specially if agreed upon.Desired Settlement: I need to be refunded asap as I believe the laps of time is well due.

Business

Response:

We were unable to process [redacted]'s refund because we no longer had his credit information. [redacted] was contact today and the information needed was received so the refund will be processed as soon as possible. [redacted] was informed of this and has agreed to wait for the process to be completed.

Review: I hired Chester County Moving and Storage to move my 1 bedroom apartment. I was given an initial estimate of $317 after giving an inventory list of my belongings. Upon arrival, the movers informed me I would need to purchase a box for my mattress, lamps and pictures at an additional cost. This was never communicated to me when scheduling the move. I chose to personally move all but my mattress and one picture as they would not fit in my car and I hired them to do this. The alloted time for the estimate was 3 hours. I had a small living room and bedroom to move. It took 3 movers and hour and a half to loan up the truck. Traveling to the new apartment, they drove under the speed limit extending their time. After arriving to the new apartment, about 30 minutes were wasted by them having a smoke break and simply standing around before beginning to unload the truck. Complaints were expressed because of the 3 flights of stairs to get to the new apartment. When I scheduled the move, I informed the booking agent of this before I received the estimate. Unloading the truck, only one person was bringing boxes up to the apartment. I did not see the other two men moving anything but the couple pieces of furniture. My sofa would not fit up the stairs and another 20 minutes were wasted by them complaining about the sofa. I asked them to take the sofa back to the original apartment as I had no where else to put it or another way of transporting it. At the end of this move my total bill was $560. I had to pay for an additional hour ($97.50) for them to drive the sofa 5 miles back to the original apartment and was charged additional for the stairs and boxes. This was never communicated to me and this move should not have taken 4 hours for a small 1 bedroom apartment.Desired Settlement: I would like a refund of the additional funds, $243, I had to pay for this move. I believe I was taken advantage of and misinformed.

Business

Response:

Monday, January 06, 2013

Dear [redacted],

On December 5,2013 [redacted] contacted our company to get an estimate of moving costs and set up a move of a 1 bedroom apartment for December 4,2013. During that time she provided a list of items for relocation. All our jobs are based off 3 hour minimums, This is what she was provided as an estimate. ( 2 hrs move time & 1 travel time ). Rate $97.50 per hour plus $25,00 fuel cost Total estimated cost was $317.50.,

The crew arrived at 9:30 AM and the move commenced. It was at this time that it was recommended by our crew chief that she have her unprotected mattress as well as lamps and pictures placed in boxes for their protection. This is a procedure that is practiced and discussed during scheduling with all customers. She decided to purchase the mattress box and one picture box for her belongings.

The crew completed loading her items and proceeded to unload. Approximately 10 miles away. From a safety standpoint, our drivers have to drive carefully not only for the crew safety, but also the items on truck as well as other motorist on the road. They drove at a speed that traffic was allowing them during the busiest part of the afternoon.

They arrived at the drop off location and the crew chief presented customer with bill of receipt to collect payment, as payment must be made before truck is unloaded as mentioned in her confirmation packet. This is the time that she said the guys were standing around. 30 minutes is exaggerating. It takes primarily 5 to 10 minutes to run bill and get confirmations. Her unload was a 3 floor walk up which is why she seen only one guy bringing boxes into her apartment. For walk ups the crew use a procedure called "train". The first guy takes items from the truck to first step landing and pass off to second guy who in turn takes it up stairs to next level for third mover to place in apartment. She had a sofa that would not fit up the stairs. The guys made several attempts to maneuver it up the stairwell at different angles. Once convinced that it wouldn’t go, the customer requested that the sofa be redelivered back to original address. It was explained that this would be additional time and her bill would increase. She acknowledged this and the crew reloaded and redelivered the sofa. Her move was completed at 1:30 PM, Hie attached copy of her bill of receipt shows all charges for which she was changed. 9:30 start time - 1:30 finish time (4 hrs)71 hour travel time, $25,00 fuel, 1 picture box @ $9,80 & 1 Mattress box @ $29,96. There was no additional changes for stairs as she mention in her complaint. Total charges for move was $552.26. Customer was not overcharged, taken advantage of or mislead in anyway. Her estimate went over due to unforeseen happenings within her move. Not company error or fault.

The information within in this letter supports our decision as to believing there is no reason for a refund of $243.00.

I attached a copy of the bill of receipt for this move showing all charges and costs. Please feel free to contact me with any further questions or concerns. Thank you.

Regards,

Great from the begining!
The girls in the office made me feel very comfortable.
When the guys arrived they were in uniform and so polite. Ther wrapped everything before moving it, and made sure to ask if there was anything I wanted specially wrapped.
The 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 unwrapped. They even took their trash with them!
My estimated price was exactly what I paid and I would use them again in a heartbeat. So glad I chose a small name company as they were very personal and treated me like family through the whole process.

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Description: Moving & Storage Company

Address: 72 Pottstown Pike Suite 107, Chester Sprgs, Pennsylvania, United States, 19425-9541

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