Estimate given over the phone was a ballpark (which was clearly stated) based on a home of that sizeThe customer was a hoarder, for lack of a better word, so typical time estimates don't applyThere was never an exact price given, since that is both illegal and impossible over the phone
/>
We attempted to do the entire move the first day, but were unable to because the storage closed at 5pm (unknown to anyone - we found out when we arrived to the customer's storage)We have no problem working past midnight if necessary, but without a place to unload furniture into, we were forced to take the belongings back to our yard (no over-night storage fee)
So we were forced to come back the next day (Day 2) to finish the jobThe problem was, all of our trucks were booked on Day Fortunately, I was able to borrow a friend's truck to complete a job that was already scheduledThe movers rushed to complete the job that was scheduled in the mornings of Day 2, they then switched trucks and headed out to ***'s customer's move, to unload the belongings into the storageBy the time they unloaded the entire truck into storage, it was once again 5pmNo more moving was possible into the storageThe funny part is, ***, even after days have passed, still blames us for the move having to go into a 3rd dayHey ***, it's not our faultIt's not our unwillingness to move, it's that you got one of the few storages in San Diego where the grounds close at (usually the offices just close at 5, the grounds staying open well past that)
At this point I tried to think of a solution, because *** was in a bad situationWe knew his customer had to be out of that houseI proposed a solution, which I would have rather avoided for liability reasonsI proposed that I would have my guys load into the night (Day2) in order to get everything out of the house (they were already into overtime at that point, which we don't pass onto customers), then come back two days later to unload into the storageIt would have to be two days later because we were completely booked - all of our trucks - the next dayThe problem was, if I filled that trucks full of furniture, I would have to go to Ryder and rent a truck for the following days (my friend's moving company didn't have any trucks to borrow)FYI, Ryder is $110/day, $cents per mile, $for insurance (remember, X days), plus extermely time consuming to run trucks around, move equipment around, etc - these are all my costsIt would be well over $to rent a truckSo I proposed to ***, pay us $to store the belongings two nights, I'll eat a chunk of the costs, and we will be back on Day to unload everythingI'd be losing money in order to accommodate him, taking on liability I absolutely did not want
I'm thinking at this point my solution is more than reasonableStorage closes at 5, not our faultMovers are there willing to keep moving but the storage won't allow them toSo we cover part of our costs for having to rent trucks the following two days, and we'll get everything out of the house on Day and into the storage on Day No additional traveling fees (fyi again ***, I could legally have charged port to port to go from our yard and back, twice, which I didn't and wasn't going to do)After doing this for years, you do things constantly that are unfair to yourselfIt's just the way things workYou just want to avoid the headaches and complaints
Rather than agree to the $two-night charge I proposed, he tells us that there's no way they're going to pay thatThat we need to have a conference to discuss what they're willing to pay - that the move is already more than they should pay (btw, the movers I sent were excellent)So I said no, then the move would have to be overI sent the guys inIt's so easy to instinctively think a business (especially a moving company!!) is trying to screw you overBut it's not the case ***If I'm going to take on possibly hundreds of thousands of liability for belongings stored on my truck, plus spend over 300$ on rentals because the truck that's storing your client's things is unable to go do the move that it's scheduled to do, we need at least some compensation
You're in businessI don't expect this from youI understand why you're trying to pass the buckAfter all, none of it was your faultHere's the thing though, it wasn't ours eitherIt's the ridiculous hours of the storageAny other storage, and the move would have been done by day
I'll get you the copy of the receipt right away
Our apologies for an overall bad situation
Thank you,
*** ***
Make sure you do the following before you hire any mover We made the mistake of going on a recommendation and not checking the online reviews first and we didn't follow these steps
FOLLOW THESE STEPS!!!!!!!
Get an estimate in writing
Make sure the mover does a site visit first, before giving you a quote
Ask the mover to provide you with references of people they have moved in the past months Call those people and ask them how the mover performed, ask if they had any surprises, would they recommended that mover to their family or re-hire them?
Ask them what they do when problems arises, how do they handle them Truck breaks down, or it starts to take more time than first anticipated
Proof of insurance, listing you as certificate holder
The problem we ran into was when the guys showed up
My wife spoke with the manger on the phone and explained that we would be moving from an apartment in Vista, to another apartment in Vista (minutes down the street) The only question he asked, was what is the square footage? My wife answered 1, To his reply, oh it should only take two movers and one truck, a three hour minimum and $for workman's comp insurance
The day of the move, yes there is a hour window, not sure if this is standard, but what the heck 12-4pm Okay, well 4pm rolls around, and the movers showed up, oh yea they just finished another move (apparently it was a big one) now they were here to move us out of a bed room apartment After they looked around, they mentioned to my wife that they would be here until am, unless she requested more movers and a truckSo what we originally calculated to be $350-$in total ended up total costing us more than +$700!!!!!!!! Oh yea and we had two guys that were tired and already worked a full day Of course they needed help, and those two guys did a lot of work and were very pleasant Some good workers, unfortunately the manager did not have a sense of compassion Told my wife, "that's the way it is"
We have mattress bags available on our truckIt's always important to use mattress bags, especially since it was pouring rain yesterdayThe movers suggested you purchase a mattress cover and you declined, stating that you had your own wrapUnfortunately the shrink wrap you had doesn't
sufficiently protect tempurpedic-type mattressShrink wrap, by the way, is only good for palletizing, holding moving pads on a piece, and also with lose particle board (keeping it together)It's very thin, unlike mattress bagsPlus, the pressure of shrinkwrap on a mattress can often warp a mattressThe mattress bags we use aren't a useless upsellThey're absolutely essential, and super cheap insurance, which is why the movers recommend each and every customer use oneIn this case the movers simply did as you wished, doing the best they could to protect your bedWe have to work with the customers and their budgetIt's a good thing the move was done in under hours, because rain typically slows the moving process considerably and makes for an extremely brutal working environment
Immediately following the move, we sent the movers back to your house to assess the damage, and do their best to help clean the mattressThey were sent awayWhen *** called again last night to resolve the issue, he was once again turned away (by your sister/friend?)
We have made quite an effort to rectify things but we just need you to work with usApparently last time we moved you, you became very emotional from a rip in one of your plastic trash bagsThis is understandableMoving for many is a very stressful time and we're regretful that we're unable to completely assuage all that.
A claim form will be sent to youThat's no problemThe issue is that we have to physically assess damage in order to process claims (which is why *** said a form could not be sent)I'll make an exception and allow pictures to be provided with the claim form in lieu of a visual inspection from our staff
Please provide address to which you'd like the claim form sent, and we'll do our part to process and recompense the damage claim post haste
Thanks again for using our services once more; we do appreciate your businessIf you wish to use us in the future, we'd love to try to make amends - 50% off the move totalIf not, we can recommend you to a couple other really good local moving companies.
Thank You, ***
Coastal Moving
619-326-
Caminito Espejo
San Diego, 92107Website
The charged amount was the correct one based on both our GPS information and the driver's dispatching recordingsThe pre-auth amount was done based on information that changed during the move, plus an overestimation of our driverThe customer wasn't charged for the time the truck was pulled over
The preauth falls off in days, faster if you contact your bankSo by this time the money has been restoredYou went on another site and doxxed my informationFor that reason, this will be my last response to you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me if they follow through with their promise to send out the claims form and document a 50% discount on any future move. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, I want to add that once again the company never told us they were coming out to physically inspect the mattress nor were we advised to purchase the mattress cover prior to the movers insufficiently wrapping it (one end of the mattress was exposed leading to the damage) and the bed frame was ripped in two spots indicating they did not properly store the frame while moving it. The movers suggested you purchase a mattress cover and you declined, stating that you had your own wrap. My problem with the company is that they blatantly lied about their services and were incredibly rude and disrespectful after they and caused damage to property that did not belong to them. Immediately following the move, we sent the movers back to your house to assess the damage, and do their best to help clean the mattress. They were sent away. When James called again last night to resolve the issue, he was once again turned away (by your sister/friend?). As I stated in my original letter, we (as in my sister and myself) called the movers back because they left without taking the wrapping off of the mattress and did not compete the move. These calls to come "assess" the damage, never happened. We have made quite an effort to rectify things but we just need you to work with us. Apparently last time we moved you, you became very emotional from a rip in one of your plastic trash bags. This is understandable. Moving for many is a very stressful time and we're regretful that we're unable to completely assuage all that. This is truly taking the low road gentlemen. If it makes you feel better to lie, have at it! We were extremely happy with the move last time as I indicated in my complaint to the Revdex.com. Stick to the facts. When we spoke with [redacted] on the phone with the initial complaint he made NO mention of coming out to assess the damage. He stated that he would send a claim form out Monday morning, then things went south when we asked for the movers to return to complete their job.
I would like to know when to expect the claim form and when to expect a resolution to the claim once you receive the form. In addition, I would like to personally speak to the owner to let him know that this behavior from his trusted employees is unacceptable. Using your services again is not an option because of the unprofessional way that you have chosen to handle this and I will take every opportunity to let my friends and family know that you are not to be trusted.
Thanks you for your time,
[redacted]
After receiving what was an awful attempt at an apology, the company still fails to recognize it's part in my experience with their company. Instead they continue to tell me how uneducated and incompetent I am, and how running a moving company is more than my poor little brain could ever comprehend.
At no point did I ever assume I could do their job better than them. But when your website says call for a quote, and I do such, and then you tell me it should take around 4 hours, I believe you because you are the "professional". I also understand that it is simply a quote! So I budget for 5 hours instead. Then the day of the move, the movers are late...fine I get it, there's unexpected traffic; yet they act like they're right on time instead (later billing me for a time before they actually arrived).
Then when the mover gets there he tells me this job is going to take 8 hours. That is DOUBLE the time of the quote given to me. I tell him about the quoted time, and he proceeds to tell me, they don't give quotes (though the website states otherwise and I indeed received one from Ryan) and that the guy who runs the office obviously doesn't know what he's talking about. Then he tells me if I don't like it I can call someone else to come help me move.
At this point I start helping them move myself, because I financially can't afford to pay them for 8 hours...I budgeted for at most 5-6 hours. He then tells me I have to pay for the first 3 hours upfront and in cash. Another thing that upsets me, because I specifically asked Ryan when I scheduled the move, if I would be paying for all of the services at the end of the move; he said yes.
The main mover insisted otherwise, causing more tension. This company feels that they can intimidate their customers. Instead of righting their wrong, or actually apologizing (as I myself have done in my years of customer service, regardless if I was right or wrong in the matter). In the end my move took 3.5hrs, because I busted my butt helping these guys move my stuff. How is it, that your 2 professional movers would take 8 hours, but factor in an incompetent and brainless 5'4" girl...and the moving time gets cut by more than half? You may feel like I'm not that educated, but even a child knows that doesn't add up.
[Feel free to check them out on Yelp. However, pay close attention to the responses he gives to the many people that didn't receive good service from their company.]
Revdex.com:
I have reviewed the response made by the business in reference to...
complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Our apologies for the mistake with the clothing items. The clothes were delivered to the client's home as soon as they were found.
[redacted]
Coastal Moving
Your drivers blocked my driveway and refused to move the moving truck. The driver was completely rude telling me he did not have to move. He and his co workers laughed and told me that they were not going to move at all. I had called my friend a high up SD police official to see if I had a complaint. I did and he told me to call the local police dispatch and when that happened the drivers must have heard me talking to the police dispatcher because soon after they moved back quickly. I would never use a company that was so disrespectful of the neighbors. You companies employees action speak for the company. Your driver was completely disrespectful to me and my wife. A full written apology from the driver will be the only way this review gets removed. I have pictures to prove this review is valid.
Estimate given over the phone was a ballpark (which was clearly stated) based on a home of that sizeThe customer was a hoarder, for lack of a better word, so typical time estimates don't applyThere was never an exact price given, since that is both illegal and impossible over the phone
/>
We attempted to do the entire move the first day, but were unable to because the storage closed at 5pm (unknown to anyone - we found out when we arrived to the customer's storage)We have no problem working past midnight if necessary, but without a place to unload furniture into, we were forced to take the belongings back to our yard (no over-night storage fee)
So we were forced to come back the next day (Day 2) to finish the jobThe problem was, all of our trucks were booked on Day Fortunately, I was able to borrow a friend's truck to complete a job that was already scheduledThe movers rushed to complete the job that was scheduled in the mornings of Day 2, they then switched trucks and headed out to ***'s customer's move, to unload the belongings into the storageBy the time they unloaded the entire truck into storage, it was once again 5pmNo more moving was possible into the storageThe funny part is, ***, even after days have passed, still blames us for the move having to go into a 3rd dayHey ***, it's not our faultIt's not our unwillingness to move, it's that you got one of the few storages in San Diego where the grounds close at (usually the offices just close at 5, the grounds staying open well past that)
At this point I tried to think of a solution, because *** was in a bad situationWe knew his customer had to be out of that houseI proposed a solution, which I would have rather avoided for liability reasonsI proposed that I would have my guys load into the night (Day2) in order to get everything out of the house (they were already into overtime at that point, which we don't pass onto customers), then come back two days later to unload into the storageIt would have to be two days later because we were completely booked - all of our trucks - the next dayThe problem was, if I filled that trucks full of furniture, I would have to go to Ryder and rent a truck for the following days (my friend's moving company didn't have any trucks to borrow)FYI, Ryder is $110/day, $cents per mile, $for insurance (remember, X days), plus extermely time consuming to run trucks around, move equipment around, etc - these are all my costsIt would be well over $to rent a truckSo I proposed to ***, pay us $to store the belongings two nights, I'll eat a chunk of the costs, and we will be back on Day to unload everythingI'd be losing money in order to accommodate him, taking on liability I absolutely did not want
I'm thinking at this point my solution is more than reasonableStorage closes at 5, not our faultMovers are there willing to keep moving but the storage won't allow them toSo we cover part of our costs for having to rent trucks the following two days, and we'll get everything out of the house on Day and into the storage on Day No additional traveling fees (fyi again ***, I could legally have charged port to port to go from our yard and back, twice, which I didn't and wasn't going to do)After doing this for years, you do things constantly that are unfair to yourselfIt's just the way things workYou just want to avoid the headaches and complaints
Rather than agree to the $two-night charge I proposed, he tells us that there's no way they're going to pay thatThat we need to have a conference to discuss what they're willing to pay - that the move is already more than they should pay (btw, the movers I sent were excellent)So I said no, then the move would have to be overI sent the guys inIt's so easy to instinctively think a business (especially a moving company!!) is trying to screw you overBut it's not the case ***If I'm going to take on possibly hundreds of thousands of liability for belongings stored on my truck, plus spend over 300$ on rentals because the truck that's storing your client's things is unable to go do the move that it's scheduled to do, we need at least some compensation
You're in businessI don't expect this from youI understand why you're trying to pass the buckAfter all, none of it was your faultHere's the thing though, it wasn't ours eitherIt's the ridiculous hours of the storageAny other storage, and the move would have been done by day
I'll get you the copy of the receipt right away
Our apologies for an overall bad situation
Thank you,
*** ***
Make sure you do the following before you hire any mover We made the mistake of going on a recommendation and not checking the online reviews first and we didn't follow these steps
FOLLOW THESE STEPS!!!!!!!
Get an estimate in writing
Make sure the mover does a site visit first, before giving you a quote
Ask the mover to provide you with references of people they have moved in the past months Call those people and ask them how the mover performed, ask if they had any surprises, would they recommended that mover to their family or re-hire them?
Ask them what they do when problems arises, how do they handle them Truck breaks down, or it starts to take more time than first anticipated
Proof of insurance, listing you as certificate holder
The problem we ran into was when the guys showed up
My wife spoke with the manger on the phone and explained that we would be moving from an apartment in Vista, to another apartment in Vista (minutes down the street) The only question he asked, was what is the square footage? My wife answered 1, To his reply, oh it should only take two movers and one truck, a three hour minimum and $for workman's comp insurance
The day of the move, yes there is a hour window, not sure if this is standard, but what the heck 12-4pm Okay, well 4pm rolls around, and the movers showed up, oh yea they just finished another move (apparently it was a big one) now they were here to move us out of a bed room apartment After they looked around, they mentioned to my wife that they would be here until am, unless she requested more movers and a truckSo what we originally calculated to be $350-$in total ended up total costing us more than +$700!!!!!!!! Oh yea and we had two guys that were tired and already worked a full day Of course they needed help, and those two guys did a lot of work and were very pleasant Some good workers, unfortunately the manager did not have a sense of compassion Told my wife, "that's the way it is"
We have mattress bags available on our truckIt's always important to use mattress bags, especially since it was pouring rain yesterdayThe movers suggested you purchase a mattress cover and you declined, stating that you had your own wrapUnfortunately the shrink wrap you had doesn't
sufficiently protect tempurpedic-type mattressShrink wrap, by the way, is only good for palletizing, holding moving pads on a piece, and also with lose particle board (keeping it together)It's very thin, unlike mattress bagsPlus, the pressure of shrinkwrap on a mattress can often warp a mattressThe mattress bags we use aren't a useless upsellThey're absolutely essential, and super cheap insurance, which is why the movers recommend each and every customer use oneIn this case the movers simply did as you wished, doing the best they could to protect your bedWe have to work with the customers and their budgetIt's a good thing the move was done in under hours, because rain typically slows the moving process considerably and makes for an extremely brutal working environment
Immediately following the move, we sent the movers back to your house to assess the damage, and do their best to help clean the mattressThey were sent awayWhen *** called again last night to resolve the issue, he was once again turned away (by your sister/friend?)
We have made quite an effort to rectify things but we just need you to work with usApparently last time we moved you, you became very emotional from a rip in one of your plastic trash bagsThis is understandableMoving for many is a very stressful time and we're regretful that we're unable to completely assuage all that.
A claim form will be sent to youThat's no problemThe issue is that we have to physically assess damage in order to process claims (which is why *** said a form could not be sent)I'll make an exception and allow pictures to be provided with the claim form in lieu of a visual inspection from our staff
Please provide address to which you'd like the claim form sent, and we'll do our part to process and recompense the damage claim post haste
Thanks again for using our services once more; we do appreciate your businessIf you wish to use us in the future, we'd love to try to make amends - 50% off the move totalIf not, we can recommend you to a couple other really good local moving companies.
Thank You, ***
Coastal Moving
619-326-
Caminito Espejo
San Diego, 92107Website
The charged amount was the correct one based on both our GPS information and the driver's dispatching recordingsThe pre-auth amount was done based on information that changed during the move, plus an overestimation of our driverThe customer wasn't charged for the time the truck was pulled over
The preauth falls off in days, faster if you contact your bankSo by this time the money has been restoredYou went on another site and doxxed my informationFor that reason, this will be my last response to you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me if they follow through with their promise to send out the claims form and document a 50% discount on any future move. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, I want to add that once again the company never told us they were coming out to physically inspect the mattress nor were we advised to purchase the mattress cover prior to the movers insufficiently wrapping it (one end of the mattress was exposed leading to the damage) and the bed frame was ripped in two spots indicating they did not properly store the frame while moving it. The movers suggested you purchase a mattress cover and you declined, stating that you had your own wrap. My problem with the company is that they blatantly lied about their services and were incredibly rude and disrespectful after they and caused damage to property that did not belong to them. Immediately following the move, we sent the movers back to your house to assess the damage, and do their best to help clean the mattress. They were sent away. When James called again last night to resolve the issue, he was once again turned away (by your sister/friend?). As I stated in my original letter, we (as in my sister and myself) called the movers back because they left without taking the wrapping off of the mattress and did not compete the move. These calls to come "assess" the damage, never happened. We have made quite an effort to rectify things but we just need you to work with us. Apparently last time we moved you, you became very emotional from a rip in one of your plastic trash bags. This is understandable. Moving for many is a very stressful time and we're regretful that we're unable to completely assuage all that. This is truly taking the low road gentlemen. If it makes you feel better to lie, have at it! We were extremely happy with the move last time as I indicated in my complaint to the Revdex.com. Stick to the facts. When we spoke with [redacted] on the phone with the initial complaint he made NO mention of coming out to assess the damage. He stated that he would send a claim form out Monday morning, then things went south when we asked for the movers to return to complete their job.
I would like to know when to expect the claim form and when to expect a resolution to the claim once you receive the form. In addition, I would like to personally speak to the owner to let him know that this behavior from his trusted employees is unacceptable. Using your services again is not an option because of the unprofessional way that you have chosen to handle this and I will take every opportunity to let my friends and family know that you are not to be trusted.
Thanks you for your time,
[redacted]
After receiving what was an awful attempt at an apology, the company still fails to recognize it's part in my experience with their company. Instead they continue to tell me how uneducated and incompetent I am, and how running a moving company is more than my poor little brain could ever comprehend.
At no point did I ever assume I could do their job better than them. But when your website says call for a quote, and I do such, and then you tell me it should take around 4 hours, I believe you because you are the "professional". I also understand that it is simply a quote! So I budget for 5 hours instead. Then the day of the move, the movers are late...fine I get it, there's unexpected traffic; yet they act like they're right on time instead (later billing me for a time before they actually arrived).
Then when the mover gets there he tells me this job is going to take 8 hours. That is DOUBLE the time of the quote given to me. I tell him about the quoted time, and he proceeds to tell me, they don't give quotes (though the website states otherwise and I indeed received one from Ryan) and that the guy who runs the office obviously doesn't know what he's talking about. Then he tells me if I don't like it I can call someone else to come help me move.
At this point I start helping them move myself, because I financially can't afford to pay them for 8 hours...I budgeted for at most 5-6 hours. He then tells me I have to pay for the first 3 hours upfront and in cash. Another thing that upsets me, because I specifically asked Ryan when I scheduled the move, if I would be paying for all of the services at the end of the move; he said yes.
The main mover insisted otherwise, causing more tension. This company feels that they can intimidate their customers. Instead of righting their wrong, or actually apologizing (as I myself have done in my years of customer service, regardless if I was right or wrong in the matter). In the end my move took 3.5hrs, because I busted my butt helping these guys move my stuff. How is it, that your 2 professional movers would take 8 hours, but factor in an incompetent and brainless 5'4" girl...and the moving time gets cut by more than half? You may feel like I'm not that educated, but even a child knows that doesn't add up.
[Feel free to check them out on Yelp. However, pay close attention to the responses he gives to the many people that didn't receive good service from their company.]
Revdex.com:
I have reviewed the response made by the business in reference to...
complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com,We have settled this already.
Our apologies for the mistake with the clothing items. The clothes were delivered to the client's home as soon as they were found.
[redacted]
Coastal Moving
Your drivers blocked my driveway and refused to move the moving truck. The driver was completely rude telling me he did not have to move. He and his co workers laughed and told me that they were not going to move at all. I had called my friend a high up SD police official to see if I had a complaint. I did and he told me to call the local police dispatch and when that happened the drivers must have heard me talking to the police dispatcher because soon after they moved back quickly. I would never use a company that was so disrespectful of the neighbors. You companies employees action speak for the company. Your driver was completely disrespectful to me and my wife. A full written apology from the driver will be the only way this review gets removed. I have pictures to prove this review is valid.