Christian Brothers Moving & Storage, Inc.

Hi We were planning on repairing it if she would still like us to. We got a response saying we didn't contact her right away so she didn't want us to go out. We can definitely do it though if you would still like it.

We were in the process of getting quotes to get a repairman out to do repairs. Even though a lot of the pictures she sent that the movers did to her wall were not truthful. You can easily see that there is no way they could have damaged every  The one we got was very busy and was trying to fit...

us in his schedule. I let Mrs. Billows know that. As far as her boxes go they weren't found and her unit was completely empty and cleaned out. There wasn't an inventory done so we aren't even sure we moved these items but normally we would allow her to file a claim anyway. After we seen she started bad mouthing us on line we stopped the repairman from going out because knowing we were trying to take care of her she still went and starting writing bad reviews. That doesn't seem fair. As for the helper we hired. He is not a day labor. We normally work with other moving companies to hep us with the unload. [redacted] was chosen by my my driver because he was a very hard worker and not only did moving but was a handy man as well.

We moved Mr. [redacted] on March 29th. For all we knew he was happy. We heard nothing from him until he came in on or around April 23rd when he dropped off an envelope and left right away. We knew nothing about what he was dropping off. He never reported any damage. We had management go over what he had...

in the envelope and he had pictures of some damaged glass, a plant stand and a dent on a refrigerator. If he would have been in touch with us right after the move we would have taken care of him instead of him wasting all this time trying to send us documents through the mail. We do what we say according to our contract that he signed. I emailed him and let him know that we will let him file a claim with our claims firm for the damage and we will send someone out to repair his wall.

We stick by our contract and do exactly what we say. From the picture it didn't like something that can be repaired by our furniture repairman. Normally the repairs like scratches , nicks, and dings. After talking to the customer it sounds like they the piece just needs to get glued so we can sent...

someone out to glue it.

Initial Business Response /* (1000, 8, 2015/08/06) */
When [redacted] called he was upset with the hours it took to move him out of storage. When we moved him into storage we quoted 8-10 hours and it came in at 10 hours. for the move out of storage we estimated 10 hours because normally however...

long it takes to move into storage will be the same for the move out. It took exactly 10 hours to move him out. There is really nothing we can do as far as a credit because the guys worked hard for all them hours and they deserve to get paid for them. If we would have known about the damages we would have had him take pictures of the damages so we can get that figured out but nothing mentioned about missing or damaged items when he called.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Response:
Not resolved:
1. When I called in to arrange the move from storage to our new house, I was not given an option on the hours. I tried to discuss the hours but was told it was only an estimate and that the estimate had to be 10 hours. Since I do not have access to their logs, I am at their mercy regarding actual hours, and was aware of that, and feared that, based on our prior experience with them. All I can speak to regarding hours is that they were at our house from approximately 1:30 to 3:45 PM 2 hours 15 minutes. I am at their mercy regarding the other 7 hours and 45 minutes, time that would cover loading from storage and drive time. I do not expect to have access to verify actual hours as the only other record we have is a call at approximately 10:30 AM to say one truck was loaded. My sense is that hours by this company will tend to be billed out at the upper limits. This was our experience too on the first move: we were verbally told a lower number of hours on a site visit. We accepted the 'sales pitch' and switched to them from another company. Then the billing came in way higher. Incidentally the initial move out was quoted at 9 hours with a verbal indication the time would likely be less, possibly 7 hours based on what the estimator observed at the walk through. That was before we sold between 1/3 and 1/2 of the items that the estimate was based and after we moved everything from the basement to the garage to make it quicker and easier to load. That load took 3 hours, and we were then billed for 10 hours.
2. The response did not include any explanation as to why a coupon they sent would not be honored. I will follow up with the Attorney General regarding this issue and reference this complaint.
3. Regarding damaged/missing items: I did mention that in the call made on July 30, 2015. The person I spoke to was not receptive nor responsive. As noted in the original filing, he actually hung up on me, so it was a bit difficult to elaborate on these items beyond mentioning them in the call.
a. Our items were in storage for five months, so it is taking a while to remember everything that might be missing. We know of some pantry items that are missing, an outdoor light, etc. but would be willing to write it off for not having had an inventory done.
b. Two vases were broken. The glass for one had been mostly already removed from the box. My wife put those items in the trash. I would need to search through old photos to ID, but given the time involved, we are willing to write this off as part of the 'experience'.
c. The coffee table (see attachment) arrived gouged on the top. An attempt was made to fix it in the truck, without success. One of the workers said he would take the table, get it fixed, and bring it back. That one is still missing?
4. Nothing in the August 6, 2015 response is new or different. In my July 30, 2015 call, the dismissive and condescending response prompted me to ask to talk to the owner. I was told he doesn't get involved. So, there were limited options for moving forward.
Final Business Response /* (4000, 17, 2015/09/07) */
There is nothing we can do as far as the time it took to move you. Per the contract you signed its just an estimate and you will get charged for the amount of time it takes. You signed off on the change order form approving them to keep working. Therefore you do have to pay for that time. As far as damage and missing items we can allow you to file a claim with our claims firm. I will email you their info.
Final Consumer Response /* (4200, 19, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that per the contract signed, the hours listed were an estimate and that we would be billed for actual hours when the job was completed. The 'change order form' referenced was also presented as an estimate since the final time could not be known at that point. That was discussed with the movers, and we were assured that it was only an estimate, an amount routinely used, and the final hours would be determined at the end of the job. In reality the estimate = the final hours. As mentioned earlier this is different than the presentations made earlier in the process, on a number of occasions, beginning with the first sales pitch to get us to sign up. We were also told an accounting of hours would be provided. That was not the case - just an automatic charge on the credit card for the estimated=final hours.
I look forward to receiving the claim form.
No mention has been made in the responses regarding not honoring a coupon sent out by the company, so I assume that is not going to be dealt with here but is being deferred to the Attorney General?