Coach USA Moving and Storage

We had hoped that after speaking with customer and his agent, went over each of the item listed on the Inventory prepared at the pick-up, and after customer confirmed that each of the items listed are his belongings which we picked up from his residence and delivered at destination, and after we have asked customer to review the terms and conditions of the initial agreement once again, that customer would realize all additional charges were in fact, as initially agreed The meaning of the term “overcharge” (used by customer) means to “charge someone too high for goods or services.” If customer felt that our fees are too high, and/or the terms of our estimate are not suitable, this should have been brought to our attention, prior to accepting our quote and the terms stipulated therein We would also then had the opportunity to refuse to service the move based on customer’s needs, which we may not agree to Because customer agreed and accepted our terms, we feel that it is then unreasonable for customer to file a complain about those terms only after we have provided services If customer had provided a list of the actual items, we would have also presented him a quote for items, instead of on the day of the move When customer asked for a quote to move items, we gave him a quote to move those items described by customerIn addition, we also tell customer that if there will be more items and services at the piand/or delivery, there will be additional charges These fees are disclosed in our quote To mention a FEW of the articles tendered by customer at the piwhich were NOT initially disclosed by customer when he asked for a quote: TVs, TV stand, CD Rack, file cabinet, desk, guitar, trunk, bench, suitcase, cooler, vacuum, tool boxes, plastic totes, ladder, shoe rack, fireplace, fan, mirror, grille, etc Additionally, customer initially disclosed that he will have a total of small and medium boxes combined However, documented evidence shows (previously submitted) that we picked up boxes (Item #s 1-35, 38-40, 45-46, 57-73, 81, 89, 91-99, 101, 109, 119, 120-121, 138, 145-151, 154-155, 161-176) We did not say customer had boxes in our previous response We stated that there were a total of additional items While we had to repack some boxes, and charged customer for the materials and labor, this is not mandatory service if customer agreed to sign a waiver of liability release If the foreman who facilitated the move did not offer this option, then it is because the condition of the boxes were unsafe for relocation and may cause damage to other shipments of other families on the delivery trailer We would have to refuse those unsafe items Of course, small items that fit in a box, must be boxed During the move, we discussed this with customer’s agent who agreed to the packing services We were just as surprised to see the additional items on the day of the move, which more than quadrupled Fortunately, we had room on our truck for the additional items Normally, in situations like this, when a customer has more items than previously disclosed, the customer is given the option to move only the items listed in our quote Because this customer and his agent wanted all items removed from the residence for the walk through, we were asked to proceed at the cost presented per our revised estimate Customer claimed that ALL staircases are steps Actually, there are many different building codes required by different cities and states and many different floor to floor spacings in different buildings Therefore, the number of steps vary However, it is standard in the moving industry to consider 7-steps of stairs as one flight Nonetheless, the tariff for accessorial services were disclosed in our agreement and all final charges are consistent to our agreement We have exhausted all efforts to resolve this matter with customer fairly Based on the abovementioned facts, we are maintaining our position in this matter Our offer stands for the gesture of good faith mentioned previously and we hope that customer will reconsider and accept it

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Regards, [redacted] I continue to claim that I was GROSSLY overcharged and demand at least some compensation from this horrible company! There is truly no reason that I should have had my original estimate become almost TRIPLED! I am conferring with my Real Estate Agent [redacted] , and we will have a response to this nonsense soon! I would like to ask the Revdex.com, is there a chance that any amount of the more that $2,that wasover-charged, can be refunded? Thanks, and I await your response [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
I greatly refute the comments made by the representative of Coach USA moving & Storage. First of all, I counted ALL of the boxes AND furniture that was moved, and the TOTAL came to 103; boxes and furniture, not the well over boxes that the company claims! - Also, MOST of the boxes that myself & my girlfriend packed were NOT in "Open Supermarket Boxes" asthe Rep claimed - MOST were sealed in boxes that my girlfriend, who works at ** *** , provided - she can back me up on this - her number is *** * *** This company is TRULY lying to my face, and I will gladly provide evidence, if you would like to see my tally of the boxes & furniture that was moved. My Real Estate Agent would also like to refute their claims - her phone number is: ***. Her name is *** ***, and she wouldalso be VERY glad to speak with the Revdex.com about these theives at Coach USA Moving & Storage. Additionally, as far as the stairs g, the Company WAS apprised of the stairs at both locations - as my RE Agent ***, mentioned,almost ALL staircases are steps, so OF COURSE, the company charges for anything over steps! SNAKES!! Please reply when you can, I TRULY beleive that I am oweed a refund of at LEAST $700-And I DO intendto receive that amount of money, as YES, I WAS grossly over-charged Thank you,*** F* - -
Regards, *** ***

We had hoped that after speaking with customer and his agent, went over each of the item listed on the Inventory prepared at the pick-up, and after customer confirmed that each of the 186 items listed are his belongings which we picked up from his residence and delivered at destination, and after we have asked customer to review the terms and conditions of the initial agreement once again, that customer would realize all additional charges were in fact, as initially agreed.   The meaning of the term “overcharge” (used by customer) means to “charge someone too high for goods or services.”  If customer felt that our fees are too high, and/or the terms of our estimate are not suitable, this should have been brought to our attention, prior to accepting our quote and the terms stipulated therein.  We would also then had the opportunity to refuse to service the move based on customer’s needs, which we may not agree to.  Because customer agreed and accepted our terms, we feel that it is then unreasonable for customer to file a complain about those terms only after we have provided services.  If customer had provided a list of the actual 186 items, we would have also presented him a quote for 186 items, instead of on the day of the move.   When customer asked for a quote to move 38 items, we gave him a quote to move those 38 items described by customer. In addition, we also tell customer that if there will be more items and services at the pick-up and/or delivery, there will be additional charges.  These fees are disclosed in our quote.   To mention a FEW of the articles tendered by customer at the pick-up which were NOT initially disclosed by customer when he asked for a quote: TVs, TV stand, CD Rack, file cabinet, desk, guitar, trunk, bench, suitcase, cooler, vacuum, tool boxes, 6 plastic totes, ladder, shoe rack, fireplace, fan, mirror, grille, etc.  Additionally, customer initially disclosed that he will have a total of 20 small and medium boxes combined.  However, documented evidence shows (previously submitted) that we picked up 95 boxes (Item #s 1-35, 38-40, 45-46, 57-73, 81, 89, 91-99, 101, 109, 119, 120-121, 138, 145-151, 154-155, 161-176).  We did not say customer had 150 boxes in our previous response.  We stated that there were a total of 148 additional items.  While we had to repack some boxes, and charged customer for the materials and labor, this is not mandatory service if customer agreed to sign a waiver of liability release.  If the foreman who facilitated the move did not offer this option, then it is because the condition of the boxes were unsafe for relocation and may cause damage to other shipments of other families on the delivery trailer.  We would have to refuse those unsafe items.  Of course, small items that fit in a box, must be boxed.  During the move, we discussed this with customer’s agent who agreed to the packing services.   We were just as surprised to see the additional items on the day of the move, which more than quadrupled.  Fortunately, we had room on our truck for the additional items.  Normally, in situations like this, when a customer has more items than previously disclosed, the customer is given the option to move only the items listed in our quote.  Because this customer and his agent wanted all items removed from the residence for the walk through, we were asked to proceed at the cost presented per our revised estimate.   Customer claimed that ALL staircases are 13 steps.  Actually, there are many different building codes required by different cities and states and many different floor to floor spacings in different buildings.  Therefore, the number of steps vary.  However, it is standard in the moving industry to consider 7-12 steps of stairs as one flight.  Nonetheless, the tariff for accessorial services were disclosed in our agreement and all final charges are consistent to our agreement.   We have exhausted all efforts to resolve this matter with customer fairly.  Based on the abovementioned facts, we are maintaining our position in this matter.  Our offer stands for the gesture of good faith mentioned previously and we hope that customer will reconsider and accept it.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Regards,
[redacted] I continue to claim that I was GROSSLY overcharged and demand at least some compensation  from this horrible company!  There is truly no  reason that I should have had my original estimate become almost TRIPLED!  I am conferring  with my Real Estate Agent [redacted], and we will have a response to this nonsense soon! I would like to ask the Revdex.com, is there a chance that any amount of  the more that $2,000.00 that  wasover-charged, can be refunded? Thanks, and I await your response. [redacted].

We regret that customer feels he was overcharged for his move.  However, all charges are in fact exactly as stipulated in our agreement.  We have spoken to customer, and his realtor on several occasions in regards to this matter, on the day of the move and after.  It is unfortunate...

that customer still feels that he was “grossly overcharged.”  Customer’s final charges would not have changed at all from our original quote, IF customer did not add 148 items to be transported and if all items were packed and ready to be loaded on to the truck.  Not loosely packed in used uncovered grocery boxes.  We make great efforts in making all our customers understand what our quote includes and factors that may affect change in pricing. (Documents attached for review) When a client asks us for a quote, we must know what the customer intends to move. Obviously, only a shipper/customer can tell us what they intend the movers to pick-up and ship to their new home.  This customer provided us a list of 38 items and each item is described on our estimate. We sent customer our quote for his review of our terms and condition and to verify its accuracy of the services and list of articles for transportation (Signed copy is attached).  In four sections of the estimate, it states that the estimate is based only on the information provided by customer, which is to transport only 38 items as described, and only for the services described.  A follow-up email (copy attached) was also sent to customer, to explain once more in detail that the quote was based only on the items described on the estimate.  Additional fees will be levied if additional services or if customer will have more articles. The total quote was for $1325.38.  On the day of the move customer tendered 186 items instead of the 38 items initially disclosed by customer.  A revised estimate was prepared and the total move was increased by $1326.64 for the 148 additional items and $700 for packing materials and services.  Our movers arrived at 10:00am, within the pick-up time of 8am – 10:00am, which we informed customer the day before.  Customer had kitchen items packed in sealed boxes and there were few totes and filing boxes.  However, all other non-furniture items were packed in uncovered used grocery boxes, exposing the contents of the boxes.  We spoke to customer’s realtor on the day of the move about the increased charges and additional packing as most boxes needed to be re-packed into proper moving boxes that can be sealed shut. Our estimate also addressed labor charges for stairs, another item overlooked by customer.  Our estimates include one flight of stairs at origin and destination (up to 12 steps) at no charge.  Each additional flight is $75.00.  Because customer refused the charges, our movers did not provide the services.  We are sorry if the customer had indeed informed us about having stairs and we did not add the service and cost to the original estimate by mistake.  Nonetheless, this fee had not been paid.  Customer also reviewed the estimate prior to booking his move and saw that only 12 steps of stairs were provided for free. We do not feel that our company should absorb the cost to transport an additional 149 items because the customer failed to disclose those items at the time we prepared the estimate.  Nor do we feel we should absorb the cost for packing because customer used uncovered grocery boxes exposing the contents of the boxes.  We also packed mattress, mirrors, TV and glass tops, which customer had said they will have packed and ready (See signed estimate). We do apologize that the movers had noticeable odor.  We set clear expectations for appearance and hygiene at work.  But we also understand that after hours of labor, packing, loading and unloading, they may smell like men who had been working hard in the field.  [redacted] has worked with us for many years and we have never received complaints from customers or co-workers about odor issues.   Nonetheless, we are sincerely sorry that it made them uncomfortable.  As a gesture of good will, we will be happy to send customer a check for $50 for their discomfort at the time of the walkthrough of their home in Rhode Island.