As a veteran I've made several moves across the country Trust me, if you're thinking of using Cook, I would recommend that you save yourself time, money and frustration by just throwing all your belongings in the trashWe paid for disassembly and moving of furniture, as well as disconnecting and moving appliances (Pay careful attention to their inventory sheet, they'll mark brand new, unopened items as "dented, soiled, scratched, etc)After the move we had thousands in damages Cook delayed and delayed, and we had to constantly keep calling and emailing to get any responseThey finally sent a letter saying they would pay couple hundred dollars and said we were settled They refused to cover damaged appliances, saying they were no responsible for the appliances no longer working after the moveI've moved multiple times across the country This was, by far, the worst moving company I have ever encountered
COOK BUFFALO Moving Systems, Inc.Agencies In Buffalo, Rochester, NY
Revdex.comBryant Woods SouthAmherst, New York RE: Revdex.com Complaint Number ***Customer: *** *** * *** ***
Dear ***,
We received
complaint ID *** on February 18,from *** *** ***, regarding moving and storage services rendered to he and *** ***Please see my response to his complaint below.A cargo claim for damages to *** *** * *** ***'s belongings was sent to Cook on 5/26/*** ***, our internal claims settlement specialist in conjunction with *** ***, the General Manager of our Rochester agency reviewed the claimCook contracted *** *** to perform an inspection of the claimed itemsUpon completion of the inspection, we authorized *** ***'s repair of of the claimed items and offered cash settlement for other items we were liable for*** *** was not satisfied with the settlement, at which point I became involvedCook has an ongoing relationship with an independent cargo claims settlement expert *** *** (** ***)I hired *** to conduct an independent review of their claim to ensure that we had done an accurate assessment of our liabilityUpon completion of her review *** found Cook's liability to be less than the settlement offer we had already presentedA letter detailing her findings was sent to *** *** Afterward, I agreed to maintain our original offer, even though *** found our liability to be lessLastly, we notified *** *** if he was still unhappy with his settlement his next course of action would be to seek arbitration through the *** *** *** *** *** (***)The cost of which would be split between Cook and *** *** I have never been through arbitration and am unfamiliar with the arbitration processUnfortunately, our recommendation to use *** for Arbitration was an inaccurate oneOur membership in *** provides us with arbitration services on interstate moves onlyThis move occurred within NY State and as a result *** services are unavailable to usI sincerely apologize for providing *** *** with this inaccurate informationAt this juncture I have submitted the claim to our insurance carrier for final settlement.
Sincerely,*** ***
Revdex.com March 18, Bryant Woods SouthAmherstNew York RE: Revdex.com Complaint Number ***Customer: *** ***s & *** ***
Dear ***,
We received complaint ID *** on February from Mr*** ***s, regarding moving and storage services rendered to he and *** ***Please see my response to his complaint belowA cargo claim for damages to *** *** * *** ***'s belongings was sent to Cook on 5/26/*** ***, our internal claims settlement specialist in conjunction with *** ***, the General Manager of our Rochester agency reviewed the claimCook contracted *** *** to perform an inspection of the claimed itemsUpon completion of the inspection, we authorized *** ***'s repair of of the claimed items and offered cash settlement for other items we were liable for*** *** was not satisfied with the settlement, at which point I became involvedCook has an ongoing relationship with an independent cargo claims settlement expert *** *** (** ***)I hired *** to conduct an independent review of their claim to ensure that we had done an accurate assessment of our liabilityUpon completion of her review *** found Cook's liability to be less than the settlement offerwe had already presentedA letter detailing her findings was sent to *** *** AfterwardI agreed to maintain our original offer, even though *** found our liability to be lessLastly, we notified *** *** if he was still unhappy with his settlement his next course of action would be to seek arbitration through the *** *** *** *** *** (***)The cost of which would be split between Cook and *** *** I have never been through arbitration and am unfamiliar with the arbitration processUnfortunately, our recommendation to use *** for Arbitration was an inaccurate oneOur membership in *** provides us with arbitration services on interstate moves onlyThis move occurred within NY State and as a result *** services are unavailable to usI sincerely apologize lor providing *** *** with this inaccurate informationAt this juncture I have submitted the claim to our insurance carrier for final settlement.
Sincerely,*** ***Chief Operating Officer
CookMoving Systems, Inc.AgenciesInBuffalo, RochesterNY
Revdex.comBryant Woods SouthAmherst, New York February RE: Revdex.com Complaint ID ***
Customer: *** *** ***
Dear ***,
I received complaint ID ***
regarding service issues *** *** had on her move from Rochester to BuffaloPlease extend my apology to *** ***, the service she received on her move was not up to the professional standard Cook Moving expects. I have spoken with *** *** since the move occurred and have begun addressing her issues. The primary cause of the issues she faced was an inexperienced crewSince then a formal meeting was conducted by our Quality Control Coordinator*** ***to discuss this move and rectify the issues going forwardPrimary topics discussed at this meeting included:Properly protecting the residenceProperly protecting belongingsProperly reviewing paperworkTippingProfessionalism
I was very sorry to hear about the damage that was caused to her residence and her furniture as well. She is entitled to reimbursement for these damages and we have already begun the claims settlementprocess with herIf there are any further questions or concerns, please feel free to contact me directlySincerely*** ***Vice PresidentCook Moving Systems
CookMoving Systems, Inc. Agencies In Buffalo. Rochester, NY[redacted] October 1, 2015
Re: Revdex.com Complaint ID [redacted] missing items on...
Order « [redacted]
I received a copy of the complaint you made to the Revdex.com dated 9/25/14 regarding a dart board and box of framed album covers that are missing. Prior to receipt of your complaint, the move consultant responsible for your order brought the issue to my attention. I've had an opportunity to look into your claim and review the circumstances surrounding it. Here are my findings:
1. NYS DOT regulates household goods moving companies such as Cook Moving.
2. In accordance with NYSDOT regulation, a Bill of Lading is required to be used on each of our moves. The Bill of Lading itself is also required to contain the liability for cargo loss or damage. You signed your Bill of Lading upon completion of delivery on 5/31/14.
3. In accordance with NYSDOT regulation and explained on your Bill of Lading under Claims Procedure and Limitations section (b), claims for loss or damage must be filed in writing within 90 days from the delivery date of your shipment.
4. We have not received a claim in writing from you until notification of this complaint through the Revdex.com. As a result Cook is not responsible to reimburse you for the missing items you are claiming.
That being said, I do feel badly that you're unable to locate your missing items, and though we're not responsible for reimbursement, I've enclosed a $100 as a gesture of goodwill.
Should you have any further questions or concerns, please feel free to contact me directly.
Sincerely,
[redacted]
Vice President
CC:
Revdex.com
100 Bryant Woods South
Amherst, NY 14228
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Unfortunately, $100 does not nearly cover the value of what was lost. I was being conservative in my initial reimbursement ask of $350. I understand the regulations that Cook wishes to use in their defense but they are wrong on one major point & that is that I did contact my moving specialist, [redacted], within a few days of my move and complained about the missing dart board. His response to me was that he would check the trucks and the warehouse and get back to me. I never heard back from him. In this case it would seem my main mistake was not reporting the issue to the Revdex.com earlier. I would've had no reason to know about the missing albums anytime sooner than when I contacted Cook directly with that complaint.
My experience with Cook had other issues that I would be more than happy to make part of this public record as well including a final price thousands of dollars over my estimated moving cost, being charged initially for the time that the moving men were on lunch breaks & eventually having to pitch in and help move items (along with my wife) to try and speed up a process that had already gone above my budgeted, and estimated, expenditure. To repeatedly find that items are missing is extremely frustrating. I do not accept the $100 and will not be cashing that check. This is not an issue having to do with finding a crack in a coffee table 12 months later. This has to do with my property being stolen. I don't want someone to "feel bad" & attempt to pay me off at a much lower level than what I believe I am entitled to.
[redacted]
[redacted]Moving Systems, Inc.Agencies In Buffalo. Rochester, NY
Revdex.com100 Bryant Woods SouthAmherst, New York 14228February 24, 2015RE: Revdex.com Complaint Number [redacted]Customer: [redacted]Dear Sir or Madam.[redacted] has filed a...
complaint against [redacted] Moving Systems ("[redacted]") with the Revdex.com in Amherst, New York regarding his interstate move. [redacted]'s shipment is being transported from New York to Texas pursuant to a [redacted] ("United**) Bill of Lading issued in accordance with United's interstate operating authority which was granted by the Surface Transportation Board of the U. S. Department of Transportation. Thus. [redacted] is entity responsible for transporting [redacted]'s shipment from New York to Texas.In this instance. [redacted] Moving Systems ("[redacted]"*) participated in [redacted]'s interstate relocation by acting solely as a disclosed household goods agent of United. Since [redacted]'s shipment was being transported pursuant to a [redacted] Bill of Lading contract. [redacted] has no responsibility for [redacted]'s interstate move separate and independent from United. Therefore, any complaints that [redacted] may have regarding his interstate move under the Bill of Lading that was issued by [redacted] should be directed to [redacted] through the Revdex.com in St. Louis. Missouri which is the local Revdex.com office that is nearest to United's offices.
Accordingly, [redacted] respectfully requests the Revdex.com in Amherst. New York forward a copy of [redacted]'s complaint to the Revdex.com in St. Louis. Missouri so that [redacted] will have an opportunity to respond to [redacted]'s complaint. In addition. [redacted] respectfully requests that [redacted]'s complaint against [redacted] be removed for [redacted]'s tile.
Thank you for your prompt attention to this matter.
Sincerely.[redacted]Vice President[redacted] Moving Systems7845 DALE ROAD, BUFFALO, NEW YORK 14225###-###-#### • ###-###-#### • FAX ###-###-####www.[redacted]moving.come-mail: [redacted]moving.com
[redacted] ...⇄ February 24, 2015
[redacted]
[redacted]
RE: Revdex.com Complaint ID [redacted]
[redacted]:
Your shipment was transported from New York to Texas pursuant to a [redacted] Bill of Lading. As your shipment is interstate in nature, it is being transported under United’s interstate operating authority which was granted by the Surface Transportation Board of the U.S. Department of Transportation. In this instance, [redacted] Moving Systems participated in your move as a disclosed household goods agent of United. Consequently, [redacted] has no responsibility for your interstate move separate and apart from United. As a result, any complaints that you may have regarding your interstate move should be directed to [redacted] through the Revdex.com in St. Louis, Missouri which is the Revdex.com office that is nearest to United’s offices. A letter notifying the Revdex.com of [redacted]’s responsibility in regard to your complaint has been sent as well.
That being said, I understand that while [redacted] is not responsible for the late arrival of your shipment, it still reflects poorly on us. When [redacted] has a service failure on an order that [redacted] has booked I’ve asked my team to do two things:
1. Stay in communication with [redacted] to make sure servicing our shipment is a priority. In this instance your shipment was assigned to a [redacted] driver for service when you contacted your Move Coordinator [redacted] on 2/3/15. She attempted to contact the driver multiple times to find out when he was planning on making delivery. Unfortunately, the other shipment’s that the driver had loaded before yours went over their estimate and as a result there was not enough space for yours. This is the point at which [redacted] instructed you to speak with our General Manager, [redacted], and to contact [redacted] directly. [redacted] worked closely with [redacted] and was able to ensure your shipment got serviced as quickly as possible.
2. Stay in communication with our customer so they aren’t left wondering where their shipment is. We could have done a better job in this instance, and I apologize that you left messages for both [redacted] and [redacted] without a return call. I have since gone over your move in particular to emphasize the importance of staying in contact with our customers during this situation.
Lastly, the terms and conditions of United’s interstate operating tariff, which is incorporated into the Bill of Lading by reference, provide that, when a shipment experiences a delay in delivery, [redacted] will pay a shipper, such as yourself, a delay claim for each day that your shipment is late. If you have not already, I encourage you to contact the [redacted] Customer Service Center at ###-###-#### regarding a delay claim.
Sincerely,
On 10/11/14 my husband and I set up a move with Cook/United to move our household goods and some furniture from the Buffalo, NY area to Cape Coral, Florida. We had to put our goods in storage in your Buffalo facility until our home was completed. We first dealt with the Relocation Consultant for United and Cook Moving Systems, Inc. We decided to use Cook/United, as we moved locally four times using your companies three of the times. We were promised everything and he did not honor his word. They were holding our goods in storage, it was understood that when the movers came to load, they would bring the proper receptacles so it would only have had to be moved off the truck, stored in your warehouse and then reloaded when we agreed upon a delivery date. When the movers came to load our goods, they loaded our things, but rather than put them in storage right away, they loaded on the truck and were going to pack at the facility. I advised them I did not like this idea, as I felt moving things several times could cause damage. To me it also is not an efficient use of time, as they had to do the job twice rather than once. They didn't care and loaded onto the truck. We told them we would contact them as soon as we had a date to bring our goods to Florida, as we were leaving Buffalo for good that week. Since we were advised to give as much notice as possible when we wanted our items delivered to Florida, I called the , Relocation Coordinator on 04/13/15 and requested delivery on May 1st.She responded with the following stating “Your delivery dates are April 30th through May 6th, with a preferred delivery date of May 1st. As I stated earlier, I will be able to narrow the delivery down for you when we get a little bit closer.” This is a direct quote from her email to me. She never did call me. I always had to do the calling. She had a complete lack of regard for me but was sure to point out I owed additional funds and had to pay the movers in cash prior to them unloading. She never called me closer to the anticipated date to advise me of what was going on. I had to call her. I called her about a week before the move and she said the move would not be until May 6, 2015. I told her I didn’t like it, but there was nothing I could do about it. She was very unsympathetic and showed no empathy for my situation. She also advised me “since Your goods were here in storage longer than was originally estimated; you will have a balance of $1,373.41 due upon delivery. This must be paid via cash or certified check to the driver before he can begin delivery.” That was the only aspect she was efficient in. On May 5th I contacted her to find out what time my goods would be delivered the next day, as I was advised by the person who set up the move that they would contact me 24 hours prior to give me a better time frame. At around 12:30 p.m. on May 5, 2015 when she still didn’t call me to give me this information, I contacted her. She said she would call the truck driver and have him call me with the time. I asked her if it was definitely going to be the next day, as that was the last day of my seven day window and she assured me he would be there. After not hearing from her or the truck driver for a few hours, I called her again. She stated he was supposed to call me and she would call him again. The driver finally called me only to tell me that he would be a day late. He had to stop in Sarasota to sleep, as he was at his time limit for traveling. While I understand that by law you can only drive for a specific amount of time, which is neither my problem nor fault. I called her again and told her this was unacceptable. She said there was nothing she could do. If she is getting paid, she is getting paid too much, as she does nothing to help either the customers or the reputation of your companies.
I spoke to her supervisor who stated that all I am entitled to was $100 for the delivery being a day late. It took him hours to get back to me also. I finally spoke to the Chief Operating Officer and told him my story and my disgust. He at least listened, but pretty much blamed United for overbooking and said all he could do was give me $100. You would think that the owner’s son and someone with a title such as Chief Operating Officer would not only suggest doing more, but in fact do so. He was really unmoved by my plight. He told me he would complete the paperwork for my refund and send me a check the next morning (May 7, 2015) for the $100. When I did not receive the check by the following Wednesday, May 13, 2015, I called him again. He stated that he did not put it in the mail until May 11, 2015. That is so unprofessional. He lied to me stating he would put it in the mail by May 7, 2015 and then waiting until May 11, 2015 to do so. He knew how upset I was and you would think he would have done everything in his power to right this wrong and appease the customer. A good company would have planned better, contacted me the customer and done all they could to ensure I was taken care of. Everyone but me dropped the ball here. The driver stated that he had to make a delivery for the government prior to mine and they were closed for the weekend so it put him behind. Again how is that my problem? He also told me that he had been doing this for over 40 years. Well, if he has, he is terrible at it. His time management skills are pathetic and his excuses are poor. He should have known that most government agencies are closed on the weekend and rerouted his truck to deliver my goods first and then the governments. Good customer service goes a long way in this day and age, as does word of mouth. No one helped me. I received $100 because I was owed that. I had to constantly call and follow-up when it should have been Cook and United calling me, the CUSTOMER. United has done right by me, but Cook, nothing. The owner of the company is now blaming United and states they resolved the issue. He never apologized to me for how I was treated by his son or employees. He won't put my review on his website because it is negative. If you look, there is only one negative review, all the rest are glowing. That is not a true and accurate picture of how customers feel. I told him I should have a right to have my review posted and as the Owner of the company you would think he would want to be fair. He stated the reviews are looked at and they post if they feel it is necessary. This is truly a one sided operation. I will tell everyone I know of my disgust with Cook Moving Buffalo and never to do business with a biased company like that. They offered nothing and were sarcastic.The customer service is horrific, the lack of empathy is horrible and timeliness is atrocious. I realize that a driver can't drive more than certain hours; however, that is not my problem or fault. The driver's time management skills are terrible. They should have either re-routed the truck to accommodate my timeframe and the one they promised, gotten another driver to deliver my goods and called me to tell me of the delay, not wait for me to call them. No one took any responsibility for their actions or inactions. Some items were damaged that I packed but I believe it was due to loading & unloading when it should have been loaded only one time. Boxes were crushed. This business is terrible.
As a veteran I've made several moves across the country Trust me, if you're thinking of using Cook, I would recommend that you save yourself time, money and frustration by just throwing all your belongings in the trashWe paid for disassembly and moving of furniture, as well as disconnecting and moving appliances (Pay careful attention to their inventory sheet, they'll mark brand new, unopened items as "dented, soiled, scratched, etc)After the move we had thousands in damages Cook delayed and delayed, and we had to constantly keep calling and emailing to get any responseThey finally sent a letter saying they would pay couple hundred dollars and said we were settled They refused to cover damaged appliances, saying they were no responsible for the appliances no longer working after the moveI've moved multiple times across the country This was, by far, the worst moving company I have ever encountered
COOK BUFFALO Moving Systems, Inc.Agencies In Buffalo, Rochester, NY
Revdex.comBryant Woods SouthAmherst, New York RE: Revdex.com Complaint Number ***Customer: *** *** * *** ***
Dear ***,
We received
complaint ID *** on February 18,from *** *** ***, regarding moving and storage services rendered to he and *** ***Please see my response to his complaint below.A cargo claim for damages to *** *** * *** ***'s belongings was sent to Cook on 5/26/*** ***, our internal claims settlement specialist in conjunction with *** ***, the General Manager of our Rochester agency reviewed the claimCook contracted *** *** to perform an inspection of the claimed itemsUpon completion of the inspection, we authorized *** ***'s repair of of the claimed items and offered cash settlement for other items we were liable for*** *** was not satisfied with the settlement, at which point I became involvedCook has an ongoing relationship with an independent cargo claims settlement expert *** *** (** ***)I hired *** to conduct an independent review of their claim to ensure that we had done an accurate assessment of our liabilityUpon completion of her review *** found Cook's liability to be less than the settlement offer we had already presentedA letter detailing her findings was sent to *** *** Afterward, I agreed to maintain our original offer, even though *** found our liability to be lessLastly, we notified *** *** if he was still unhappy with his settlement his next course of action would be to seek arbitration through the *** *** *** *** *** (***)The cost of which would be split between Cook and *** *** I have never been through arbitration and am unfamiliar with the arbitration processUnfortunately, our recommendation to use *** for Arbitration was an inaccurate oneOur membership in *** provides us with arbitration services on interstate moves onlyThis move occurred within NY State and as a result *** services are unavailable to usI sincerely apologize for providing *** *** with this inaccurate informationAt this juncture I have submitted the claim to our insurance carrier for final settlement.
Sincerely,*** ***
Revdex.com March 18, Bryant Woods SouthAmherstNew York RE: Revdex.com Complaint Number ***Customer: *** ***s & *** ***
Dear ***,
We received complaint ID *** on February from Mr*** ***s, regarding moving and storage services rendered to he and *** ***Please see my response to his complaint belowA cargo claim for damages to *** *** * *** ***'s belongings was sent to Cook on 5/26/*** ***, our internal claims settlement specialist in conjunction with *** ***, the General Manager of our Rochester agency reviewed the claimCook contracted *** *** to perform an inspection of the claimed itemsUpon completion of the inspection, we authorized *** ***'s repair of of the claimed items and offered cash settlement for other items we were liable for*** *** was not satisfied with the settlement, at which point I became involvedCook has an ongoing relationship with an independent cargo claims settlement expert *** *** (** ***)I hired *** to conduct an independent review of their claim to ensure that we had done an accurate assessment of our liabilityUpon completion of her review *** found Cook's liability to be less than the settlement offerwe had already presentedA letter detailing her findings was sent to *** *** AfterwardI agreed to maintain our original offer, even though *** found our liability to be lessLastly, we notified *** *** if he was still unhappy with his settlement his next course of action would be to seek arbitration through the *** *** *** *** *** (***)The cost of which would be split between Cook and *** *** I have never been through arbitration and am unfamiliar with the arbitration processUnfortunately, our recommendation to use *** for Arbitration was an inaccurate oneOur membership in *** provides us with arbitration services on interstate moves onlyThis move occurred within NY State and as a result *** services are unavailable to usI sincerely apologize lor providing *** *** with this inaccurate informationAt this juncture I have submitted the claim to our insurance carrier for final settlement.
Sincerely,*** ***Chief Operating Officer
CookMoving Systems, Inc.AgenciesInBuffalo, RochesterNY
Revdex.comBryant Woods SouthAmherst, New York February RE: Revdex.com Complaint ID ***
Customer: *** *** ***
Dear ***,
I received complaint ID ***
regarding service issues *** *** had on her move from Rochester to BuffaloPlease extend my apology to *** ***, the service she received on her move was not up to the professional standard Cook Moving expects. I have spoken with *** *** since the move occurred and have begun addressing her issues. The primary cause of the issues she faced was an inexperienced crewSince then a formal meeting was conducted by our Quality Control Coordinator*** ***to discuss this move and rectify the issues going forwardPrimary topics discussed at this meeting included:Properly protecting the residenceProperly protecting belongingsProperly reviewing paperworkTippingProfessionalism
I was very sorry to hear about the damage that was caused to her residence and her furniture as well. She is entitled to reimbursement for these damages and we have already begun the claims settlementprocess with herIf there are any further questions or concerns, please feel free to contact me directlySincerely*** ***Vice PresidentCook Moving Systems
CookMoving Systems, Inc. Agencies In Buffalo. Rochester, NY[redacted] October 1, 2015
Re: Revdex.com Complaint ID [redacted] missing items on...
Order « [redacted]
I received a copy of the complaint you made to the Revdex.com dated 9/25/14 regarding a dart board and box of framed album covers that are missing. Prior to receipt of your complaint, the move consultant responsible for your order brought the issue to my attention. I've had an opportunity to look into your claim and review the circumstances surrounding it. Here are my findings:
1. NYS DOT regulates household goods moving companies such as Cook Moving.
2. In accordance with NYSDOT regulation, a Bill of Lading is required to be used on each of our moves. The Bill of Lading itself is also required to contain the liability for cargo loss or damage. You signed your Bill of Lading upon completion of delivery on 5/31/14.
3. In accordance with NYSDOT regulation and explained on your Bill of Lading under Claims Procedure and Limitations section (b), claims for loss or damage must be filed in writing within 90 days from the delivery date of your shipment.
4. We have not received a claim in writing from you until notification of this complaint through the Revdex.com. As a result Cook is not responsible to reimburse you for the missing items you are claiming.
That being said, I do feel badly that you're unable to locate your missing items, and though we're not responsible for reimbursement, I've enclosed a $100 as a gesture of goodwill.
Should you have any further questions or concerns, please feel free to contact me directly.
Sincerely,
[redacted]
Vice President
CC:
Revdex.com
100 Bryant Woods South
Amherst, NY 14228
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Unfortunately, $100 does not nearly cover the value of what was lost. I was being conservative in my initial reimbursement ask of $350. I understand the regulations that Cook wishes to use in their defense but they are wrong on one major point & that is that I did contact my moving specialist, [redacted], within a few days of my move and complained about the missing dart board. His response to me was that he would check the trucks and the warehouse and get back to me. I never heard back from him. In this case it would seem my main mistake was not reporting the issue to the Revdex.com earlier. I would've had no reason to know about the missing albums anytime sooner than when I contacted Cook directly with that complaint.
My experience with Cook had other issues that I would be more than happy to make part of this public record as well including a final price thousands of dollars over my estimated moving cost, being charged initially for the time that the moving men were on lunch breaks & eventually having to pitch in and help move items (along with my wife) to try and speed up a process that had already gone above my budgeted, and estimated, expenditure. To repeatedly find that items are missing is extremely frustrating. I do not accept the $100 and will not be cashing that check. This is not an issue having to do with finding a crack in a coffee table 12 months later. This has to do with my property being stolen. I don't want someone to "feel bad" & attempt to pay me off at a much lower level than what I believe I am entitled to.
[redacted]
[redacted]Moving Systems, Inc.Agencies In Buffalo. Rochester, NY
Revdex.com100 Bryant Woods SouthAmherst, New York 14228February 24, 2015RE: Revdex.com Complaint Number [redacted]Customer: [redacted]Dear Sir or Madam.[redacted] has filed a...
complaint against [redacted] Moving Systems ("[redacted]") with the Revdex.com in Amherst, New York regarding his interstate move. [redacted]'s shipment is being transported from New York to Texas pursuant to a [redacted] ("United**) Bill of Lading issued in accordance with United's interstate operating authority which was granted by the Surface Transportation Board of the U. S. Department of Transportation. Thus. [redacted] is entity responsible for transporting [redacted]'s shipment from New York to Texas.In this instance. [redacted] Moving Systems ("[redacted]"*) participated in [redacted]'s interstate relocation by acting solely as a disclosed household goods agent of United. Since [redacted]'s shipment was being transported pursuant to a [redacted] Bill of Lading contract. [redacted] has no responsibility for [redacted]'s interstate move separate and independent from United. Therefore, any complaints that [redacted] may have regarding his interstate move under the Bill of Lading that was issued by [redacted] should be directed to [redacted] through the Revdex.com in St. Louis. Missouri which is the local Revdex.com office that is nearest to United's offices.
Accordingly, [redacted] respectfully requests the Revdex.com in Amherst. New York forward a copy of [redacted]'s complaint to the Revdex.com in St. Louis. Missouri so that [redacted] will have an opportunity to respond to [redacted]'s complaint. In addition. [redacted] respectfully requests that [redacted]'s complaint against [redacted] be removed for [redacted]'s tile.
Thank you for your prompt attention to this matter.
Sincerely.[redacted]Vice President[redacted] Moving Systems7845 DALE ROAD, BUFFALO, NEW YORK 14225###-###-#### • ###-###-#### • FAX ###-###-####www.[redacted]moving.come-mail: [redacted]moving.com
[redacted] ...⇄ February 24, 2015
[redacted]
[redacted]
RE: Revdex.com Complaint ID [redacted]
[redacted]:
Your shipment was transported from New York to Texas pursuant to a [redacted] Bill of Lading. As your shipment is interstate in nature, it is being transported under United’s interstate operating authority which was granted by the Surface Transportation Board of the U.S. Department of Transportation. In this instance, [redacted] Moving Systems participated in your move as a disclosed household goods agent of United. Consequently, [redacted] has no responsibility for your interstate move separate and apart from United. As a result, any complaints that you may have regarding your interstate move should be directed to [redacted] through the Revdex.com in St. Louis, Missouri which is the Revdex.com office that is nearest to United’s offices. A letter notifying the Revdex.com of [redacted]’s responsibility in regard to your complaint has been sent as well.
That being said, I understand that while [redacted] is not responsible for the late arrival of your shipment, it still reflects poorly on us. When [redacted] has a service failure on an order that [redacted] has booked I’ve asked my team to do two things:
1. Stay in communication with [redacted] to make sure servicing our shipment is a priority. In this instance your shipment was assigned to a [redacted] driver for service when you contacted your Move Coordinator [redacted] on 2/3/15. She attempted to contact the driver multiple times to find out when he was planning on making delivery. Unfortunately, the other shipment’s that the driver had loaded before yours went over their estimate and as a result there was not enough space for yours. This is the point at which [redacted] instructed you to speak with our General Manager, [redacted], and to contact [redacted] directly. [redacted] worked closely with [redacted] and was able to ensure your shipment got serviced as quickly as possible.
2. Stay in communication with our customer so they aren’t left wondering where their shipment is. We could have done a better job in this instance, and I apologize that you left messages for both [redacted] and [redacted] without a return call. I have since gone over your move in particular to emphasize the importance of staying in contact with our customers during this situation.
Lastly, the terms and conditions of United’s interstate operating tariff, which is incorporated into the Bill of Lading by reference, provide that, when a shipment experiences a delay in delivery, [redacted] will pay a shipper, such as yourself, a delay claim for each day that your shipment is late. If you have not already, I encourage you to contact the [redacted] Customer Service Center at ###-###-#### regarding a delay claim.
Sincerely,
[redacted]
Vice President
On 10/11/14 my husband and I set up a move with Cook/United to move our household goods and some furniture from the Buffalo, NY area to Cape Coral, Florida. We had to put our goods in storage in your Buffalo facility until our home was completed. We first dealt with the Relocation Consultant for United and Cook Moving Systems, Inc. We decided to use Cook/United, as we moved locally four times using your companies three of the times. We were promised everything and he did not honor his word. They were holding our goods in storage, it was understood that when the movers came to load, they would bring the proper receptacles so it would only have had to be moved off the truck, stored in your warehouse and then reloaded when we agreed upon a delivery date. When the movers came to load our goods, they loaded our things, but rather than put them in storage right away, they loaded on the truck and were going to pack at the facility. I advised them I did not like this idea, as I felt moving things several times could cause damage. To me it also is not an efficient use of time, as they had to do the job twice rather than once. They didn't care and loaded onto the truck. We told them we would contact them as soon as we had a date to bring our goods to Florida, as we were leaving Buffalo for good that week. Since we were advised to give as much notice as possible when we wanted our items delivered to Florida, I called the , Relocation Coordinator on 04/13/15 and requested delivery on May 1st.She responded with the following stating “Your delivery dates are April 30th through May 6th, with a preferred delivery date of May 1st. As I stated earlier, I will be able to narrow the delivery down for you when we get a little bit closer.” This is a direct quote from her email to me. She never did call me. I always had to do the calling. She had a complete lack of regard for me but was sure to point out I owed additional funds and had to pay the movers in cash prior to them unloading. She never called me closer to the anticipated date to advise me of what was going on. I had to call her. I called her about a week before the move and she said the move would not be until May 6, 2015. I told her I didn’t like it, but there was nothing I could do about it. She was very unsympathetic and showed no empathy for my situation. She also advised me “since Your goods were here in storage longer than was originally estimated; you will have a balance of $1,373.41 due upon delivery. This must be paid via cash or certified check to the driver before he can begin delivery.” That was the only aspect she was efficient in. On May 5th I contacted her to find out what time my goods would be delivered the next day, as I was advised by the person who set up the move that they would contact me 24 hours prior to give me a better time frame. At around 12:30 p.m. on May 5, 2015 when she still didn’t call me to give me this information, I contacted her. She said she would call the truck driver and have him call me with the time. I asked her if it was definitely going to be the next day, as that was the last day of my seven day window and she assured me he would be there. After not hearing from her or the truck driver for a few hours, I called her again. She stated he was supposed to call me and she would call him again. The driver finally called me only to tell me that he would be a day late. He had to stop in Sarasota to sleep, as he was at his time limit for traveling. While I understand that by law you can only drive for a specific amount of time, which is neither my problem nor fault. I called her again and told her this was unacceptable. She said there was nothing she could do. If she is getting paid, she is getting paid too much, as she does nothing to help either the customers or the reputation of your companies.
I spoke to her supervisor who stated that all I am entitled to was $100 for the delivery being a day late. It took him hours to get back to me also. I finally spoke to the Chief Operating Officer and told him my story and my disgust. He at least listened, but pretty much blamed United for overbooking and said all he could do was give me $100. You would think that the owner’s son and someone with a title such as Chief Operating Officer would not only suggest doing more, but in fact do so. He was really unmoved by my plight. He told me he would complete the paperwork for my refund and send me a check the next morning (May 7, 2015) for the $100. When I did not receive the check by the following Wednesday, May 13, 2015, I called him again. He stated that he did not put it in the mail until May 11, 2015. That is so unprofessional. He lied to me stating he would put it in the mail by May 7, 2015 and then waiting until May 11, 2015 to do so. He knew how upset I was and you would think he would have done everything in his power to right this wrong and appease the customer. A good company would have planned better, contacted me the customer and done all they could to ensure I was taken care of. Everyone but me dropped the ball here. The driver stated that he had to make a delivery for the government prior to mine and they were closed for the weekend so it put him behind. Again how is that my problem? He also told me that he had been doing this for over 40 years. Well, if he has, he is terrible at it. His time management skills are pathetic and his excuses are poor. He should have known that most government agencies are closed on the weekend and rerouted his truck to deliver my goods first and then the governments. Good customer service goes a long way in this day and age, as does word of mouth. No one helped me. I received $100 because I was owed that. I had to constantly call and follow-up when it should have been Cook and United calling me, the CUSTOMER. United has done right by me, but Cook, nothing. The owner of the company is now blaming United and states they resolved the issue. He never apologized to me for how I was treated by his son or employees. He won't put my review on his website because it is negative. If you look, there is only one negative review, all the rest are glowing. That is not a true and accurate picture of how customers feel. I told him I should have a right to have my review posted and as the Owner of the company you would think he would want to be fair. He stated the reviews are looked at and they post if they feel it is necessary. This is truly a one sided operation. I will tell everyone I know of my disgust with Cook Moving Buffalo and never to do business with a biased company like that. They offered nothing and were sarcastic.The customer service is horrific, the lack of empathy is horrible and timeliness is atrocious. I realize that a driver can't drive more than certain hours; however, that is not my problem or fault. The driver's time management skills are terrible. They should have either re-routed the truck to accommodate my timeframe and the one they promised, gotten another driver to deliver my goods and called me to tell me of the delay, not wait for me to call them. No one took any responsibility for their actions or inactions. Some items were damaged that I packed but I believe it was due to loading & unloading when it should have been loaded only one time. Boxes were crushed. This business is terrible.