Christian Brothers Moving & Storage, Inc.

Complaint: ***
I am rejecting this response because: last correspondence was on 11-29, and not reply until January when I contacted Revdex.com and left a review. Please tell me why it took over days, and you could not reply, nor did you reply until this contact was made. You are at fault my furniture being damaged and offered no repair for sofa, I have your last email stating " ***, I have been out of the officeI have put in a request with the claims firm to see why they denied the claimI will say there is not a lot of value to used furnitureIf nothing else, you would certainly be entitled to cents per pound, as our contract statesI will have an answer by FridayThanks for your patience, ***" nothing since then. So where is my per lb?
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/08/06) */
Im not sure when this complaint came in but one of my office managers spoke with *** *** on Tuesday and gave her the number to our claims firm so she can file a claim for her damageWe honor our contract and we do exactly what we say we
will do for damagesIt was our mistake for forgetting her mattress and it happen to be over a weekend and since we aren't open Sundays we didn't find out about it until MondayWe made sure to get it over to her right awayI do apologize for thatAs far as her being charged for guys and the amount of hours the movers charged her for, it is all correctThere were men that did her move and she seen him unloading at her new home so i'm a little confused on how she thinks there were only menAlso, yes, we had some complications the morning of her move and they weren't able to start right away which is why they got to her home a little later then they were suppose to but she wasn't charged for that down timeShe was only charged from the time the movers started loading until they got back which was only hoursWe estimated hours because it took to come into storage so it actually came in under the estimateWe are a very honest company and would not charge for hours or the amount of men that weren't used
Initial Consumer Rebuttal /* (3000, 8, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After filing this complaint, I was finally given a call back about my concernsThe woman on the phone admitted they had dropped the ball with responding because they didn't know what they were going to do with our concernsShe also admitted there were only two men listed on the paperwork, and said she would change the charges - she has yet to follow up with us or deliver an invoice as promisedThe two guys that moved us in said that they were the only ones that loaded the furniture in the morning, which is why it took so longAdditionally, we were charged for hours, per the conversation I had with management on the phone, and I voiced my concerns about thatThe movers were only here from p.m- p.m., so I am hesitant to believe that it took an additional hours just to load the truckAnd it sounds like there's some confusion about hours, as this response mentions that we were only charged for
Additionally, we never signed any paperwork when the movers left and no one ever went over the details, paperwork, or invoice with us before charging our credit cardIt is unethical and not what was promised to charge us without our approval, and a lot of the charges seem subjective and arbitraryI've asked more than once, made more calls than I can count, and have only received one response in the last weeks, which has come with no follow up (re: refunding for being charged too much for manpower and looking into the amount of hours we were charged)
We have finally been given the paperwork to file our claims, which I did last week, with no responseWe were asked to assign a $per pound value to items such as broken serving wear that cost several hundred dollars in total, and our damaged rug and damaged dining room chairs total in the $3,rangeThese items were mistreated and mishandled - not wrapped or rolled or protected or packed correctly - and it should be the company's responsibility to replace or repair them when the damage was due to their negligence and lack of care
Ultimately, nothing has been addressed or fixed, so the complaint still standsThis company has been unresponsive and has charged us unfairly for a service that was poorly and partially delivered
Final Business Response /* (4000, 17, 2015/09/21) */
*** *** tried to charge back her entire moveShe believes that just because she did not sign the paperwork at the end of the move, she is entitled to a free moveShe tried to make an insurance claim after she charged back her move, and the insurance company warned her this was fraud, and they would no longer work with herHer credit card company ruled in our favorShe has since charged back $Everyone who has tried to work with her has been blindsided, and this has been turned into a legal issueChristian Brothers not only offers the state mandated cents per pound, but we allow all customers to file a claim for any damageWe send oput a furniture repair specialist and cover their costsWe also pay for any home repair and even pay $toward home owners insurance if a claim is filedWe are so easy to work withCharging back the entire move and filing insurance claims are just a couple things we can't work withThanks
Final Consumer Response /* (4200, 19, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I filed a dispute with my credit card company as a last resort since I have been unfairly charged and ignored by the staff at Christian BrothersThey don't return phone calls and have since said they were "ceasing communication and passing this to their lawyers" as an excuse not to respond to my emails
Christian Brothers is actually who told the claims company to stop processing my claim and used the word fraud as a reasonI then received a message from the company that handles the claims to say they had to stop processing my claim since the charges were under disputeWhich is understandable
In no way to I expect a free moveAnd this is not abou just not signing the paperworkMy complaint is about the time they charged us and the number of movers they claimed to have had during the day of the moveThey over charged us and refuse to adjust the chargeI have mentioned that we didn't sign any paperwork because when the movers moved us out of our home, they say down and went over the charges and got our signatures and explained the different costs, hours, etcOn the move in day, the day I have filed a complaint about, we were not presented with any paperwork and we never had the opportunity to voice our concernsThey simply charged our card and then refused to call us or email us backI have asked over and over again for someone to contact me and communicate calmly about theses issues and I've asked to be sent our final paperwork since an invoice and that paperwork has never been sent or shown to usNo one will do this for some reason
I'm not sure why there has been a personal attack on me as being impossible to work with and saying that everyone that's worked with me has been blindsidedWhen I called several times and received no call back I told the receptionist that I would be filing a complaint with Revdex.com and my credit card company as a last resortThat day, I received a phone call back by a very nice girlShe said she would send me the final paperwork and she admitted there were only two guys' names on it (not three as they are trying to charge me for), so she said she would make an adjustment to the chargesI never heard from her again and when I tried to follow up, that is when the nastiness started and the refusal to communicate because their "lawyers were handling this."
In no way am I trying to commit fraud nor am I trying to get a free moveI would like our damaged items replaced and restored and I would like them to adjust the charges for the move that day as they over charged us
Ultimately, Christian Brothers has been rude and accusatory and unresponsiveThey have tried to say that I violated the contract by filing a complaint with Revdex.com and my credit card companyThere is a tiny paragraph at the end of the contract that says I am not allowed to file a complaint or leave a bad reviewThis would never, ever hold up in court - they would strike it down as unconscionable as it is a matter of public interest and consumers' rightsIf they ignore me and refuse to work with me, I am legally allowed to have doe sort of recourse - filing a complaint is one of those rightsIf you want to talk about fraud, it seems that Christian Brothers is trying to bully their customers (and pretend they are contractually obligated) into having no course of action if they are unhappy, mistreated, or over chargedThis is unlawful
I didn't realize that disputing the charge with my credit card company would put the claims process on holdBut once the dispute is settled, I plan to proceed with that process as we still have dining room chairs and a dining room rug that were severely damaged during our move, let alone countless expensive serving dishes that were broken
I am more than willing to handle these issues in person and go over the charges and paperwork with a staff member from CBI've offered this numerous times and had no responseIt seems they want to say I'm out of hand and impossible to work with as an excuse to not have to work with meFrom my understanding that's not how a business is run

When Mrs*** moved into storage there is no way it would all fit into unitIt ended up taking a unit plus halfWe don't share units with other customers so just like at any other storage facility if it doesn't fit into you have to pay for another oneWe discussed this when she first
moved in and she even to come down to make sure it was more then unitAfter she came down and saw we weren't lying we didn't hear anything furtherMonths later when she moved out shes bringing it up againOur contract clearly states that its $per month per unitShe signed it understanding the terms

Initial Business Response /* (1000, 5, 2015/06/23) */
We don't like to leave our customers upsetIn this case we did everything we could to appease herOn the move out of storage the movers did forget her lawn mower and the lead guy said he would go back and deliver itThat happen to be a very
busy week and he was on moves everyday so he wasn't able to take it right awayThey worked out days that would work best for him to deliver it and also look at her file cabinet that she claimed was brokenWhen she sent pictures it looked like the drawer was just off track so it would have been an easy fix for himUnfortunately the day he delivered the lawn mower Mrs*** want there so he wasn't able to look at itI did give her the number to the claims firm to let her file a claimThey take it from there and decide what they give to herIf they didn't give her exactly what she wanted, we have no control over thatWe stand by our contract and did exactly what it says we will doI am sorry if she she still isn't happy but there is nothing left for us to doWe wish her the best in her new home
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they were not helpful, they cared not that I was upset, actually would not return my phone callsThe lead guy did not show up on the date agreed upon, did not callI called again and again, and he delivered the lawn mower in person to me, he did not look at the file cabinetThere was no concern for my file cabinet, no attempt to appease me in any way and I was very upsetWhat I am upset with the most, is the way in which this was handledMy move was paid for, so they didn't care any longer, there was no attempt to fix anything, they were flippant, and very unprofessionalI would never recommend this company to anyone, they don't careOnce you sign the contract, they basically write you off!

Complaint: ***
I am rejecting this response because: They completely ignore two thingsThey do not acknowledge the Certified Letter and secondly I dropped the second package off in the 17th around 10:am They also ignore the Grandfather clockAs I said in my complaint I personally repaired the drywall and I believe my cost of $is correct.
Sincerely,
*** ***

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
Sincerely,
*** ***

Again, there is no way we would hire a bum off the street to unload our customers itemsMy driver *** is one of our top movers and drivers not only locally but interstate as wellHe would never hire someone he didn't trust to do a great jobThis guy we hired wasn't only a mover a he was is a home repairman as wellAlso there couldn't have been a lot of boxes missing like he states because in the beginning when they 1st reported it there was only box missingHis items went from his unit in storage straight in the truck and then locked up and drove to **When we looked in his unit there was nothing leftThere wasn't an inventory done so we don't know that we even moved the items that he is claiming is lostHe broke the contract by writing bad reviews knowing we were trying to help him and get a repairmen to fix his walls

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. However, we would never recommend your company to a single person and will make it our mission to see to it that no one in our very wide circle of friends, family, clients, etc never uses your business and spreads the word to never use you!
Sincerely,
*** ***

We don't mislead our customers what so everAll of our charges are upfront and no hidden feesWe never tell our customers that storage is $every daysOur storage is $per month per 15xunitAnd it also states and highlighted that we don't prorateThey signed our storage agreement
agreeingWe did make a mistake and only charged this customer for only unit when she actually had It was an accounting errorWe called then and let them know and said we would work them to get paid up for the months that were missed for the 2nd unitWe did end up waiving of these months for the inconvenience but they still owe for the last monthAs for the move out of storage, they wanted to have a different company move them to *** which was fine but since our storage is underground the big *** trucks are too big to fit in our warehouse and also we aren't liable to have any other movers in our warehouse so I let them know that they would have to pay for our movers to bring it out of out warehouseI at first told her our rates for men but I told her I would send her a quote after my estimator looks at her units to tell me exactly how many guys it would need to loadHe said it would go a lot smoother with guys and especially since the customer wanted it to go quickWe were not trying to give them wrong information at all

Refrigerators and mechanical items aren't covered in a move and it states that in our contract that he signedWe told him we would still see if there is anything we could doAs far as his furniture being damaged, we sent out our furniture repairman to do repairs so that got taken care ofIt took
a couple of weeks to get my repairman out because he was on vacation but we made sure he went out as soon as he got back

Complaint: [redacted]
I am rejecting this response because:We were aware of the price per unit, however we signed a contract stating, "$295 per month for *a* 15'x15' unit" that they told us our items would fit in. Again, we went through room by room with one of Christian Brother's receptionists and she said it would fit in one unit. We did not sign a contract stating that if it didn't fit, they would automatically charge our credit card. Nor were we notified that our items didn't fit. After seeing that we were charged for two units, we went to the facility to see how everything was packed. Once again, we found it to be inadequately packed. We didn't push any further at the time because they still had our items in their possession and we didn't feel comfortable fighting the charges until we had our items. Our storage space, compared to others in the facility, was not stacked nearly as high as some of the others. Again, there were several areas of wasted space that included smaller items such as our bikes, golf clubs, plastic shelves and storage bins.
Sincerely,
[redacted]

We are not refunding the storage charges fr the 2nd unit. She was well aware what our storage charges were when she first moved in. We let her know it was $295 per month PER UNIT. We always try to get it in the lease amount of units as possible. Unfortunately it was more then 1 unit .We even allowed her to come down and take a look and there were no further complaints from then. The plastic lid she is missing and the piece of ply wood we can allow her to file a claim.

Complaint: [redacted]
I am rejecting this response because: to say I barely called is an understatement. I've had to reach out countless times in the past 6-weeks to schedule the gentleman who fixes furniture. Every time I've called I was told "we're working on it". Now you're telling me I have to submit something to claims. First time I've heard about that in all our correspondence. You see my problem? Lack of customer service. Since I've paid my bill I'm obsolete. I'm missing screws for my fridge, who replaces those? It's dented because your movers were careless in loading our furniture. Made a big mistake hiring Christian Brothers.
Sincerely,
[redacted]

As per our contract we sent out our furniture repair man and picked up the cost our selves. Even thought we had no responsibility, we were working on having the leather couch fixed but I guess we didn't respond fast enough before she posted her reviews. It was during the holidays and we were waiting on responses on our end.

Complaint: [redacted]
I am rejecting this response because: Christian Brothers is unwilling to stand behind their own performance1. They lost more than 20 boxes of our possessions in their warehouse and to this day, 2 months later, they still say they cannot find our boxes, each of which was stamped with our name and address. The will take not responsibility for losing our possessions. 2. They understaffed the unloading at our new home using a single street person to do the work that three of their employees did during the loading.  Their driver largely sat in the truck playing with his cell phone.  Not surprisingly, this exhausted middle age street person did damage to the freshly panted walls of our new home as well as damaged our furniture.  Despite being informed of these issues during the move, Christian Brothers takes no responsibility for our damages.3. We have suffered damages in excess of $2500 for which Christian Brothers is responsible. The  Revdex.com can't do much about this but as a 20 year Revdex.com member I would not want the public to think I operate my business like Christian Brothers does their.  My business earned its A+ high rating. Christian Brothers has not earned the Revdex.com badge of a responsible business.
Sincerely,
[redacted]

Unfortunately we are not liable for driveways or pavement. We let our customers know ahead of time that we use 26 ft trucks. It is their responsibility to let us know if they don't think their driveway can handle it and if that's the case we would just park on the street. It isn't any heavier then...

any other 26ft moving truck. He never noted anything about it so we don't even know if it is our truck that did it. We did offer to let him a claim with our claims firm to see if there is anything they can do for him. That offer still stands.

I am very sorry for the damage. Unfortunately glass isn't covered, which it states in our contract. She is entitled to .60 cents per lb so that's why we sent her to our claims firm to file a claim.

He barley called yesterday and my office manager said she will see what she can do. She is still looking into it that's why she hasn't called him back yet. What I can do though is allow him to file a claim with our claims firm to see if there s anything they can do for him on his broken items that aren't repairable and his refrigerator. He is entitled to .60 per lb for any decommissioned items per our contract.

We moved Mrs. [redacted] and unfortunately there were some damages to her furniture. After she sent pictures we forwarded it to our furniture repairman and it was something he was able to repair so he made an appointment with her and went out and repaired the damages. The only thing that wasn't able to...

be repaired is her leather couch. According to our contract she is entitled to .60 cents per pound for any decommissioned item. We allowed her to file a claim with our claims firm to see if they can give her something more. Unfortunately they denied her claim since it was such minimal damage. She was not happy. We don't have any control over their decision. We don't like unhappy customers so we were in the process of getting estimated to get her leather couch repaired by a leather repairman. During that time she goes and writes many bad reviews about us on line. There is a process we go through for damages. According to our contract, we went through the process and have done everything we say we will do, plus more.

The move for Mrs. [redacted] went over by 2 hours. She claimed the movers took an hour lunch and charged her for it. I talked to the movers about it and they said they did not charge her for their lunch. I offered to have the movers call her so they can talk it over but she declined that. She signed...

off on the invoice for the 10 hours and nothing was mentioned at that time. As far as the damage, we let her file a claim with our claims firm because it was minimal damage. She said her couch was also damaged so I asked for her to send pictures and she never sent them. She never mentioned anything about her floor being damaged. This is the first time I am hearing about it. We stick by our contract and she signed up for the state mandated .60 cents per lb. for any decommissioned item and furniture repair for any scratch, nicks or dings.