***Moving Systems, Inc.Agencies In BuffaloRochester, NY Revdex.comBryant 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 ("***") 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 USDepartment of TransportationThus [redacted] is entity responsible for transporting [redacted] 's shipment from New York to Texas.In this instance [redacted] Moving Systems ("***"*) participated in [redacted] 's interstate relocation by acting solely as a disclosed household goods agent of UnitedSince [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 UnitedTherefore, 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 StLouisMissouri which is the local Revdex.com office that is nearest to United's officesAccordingly, [redacted] respectfully requests the Revdex.com in AmherstNew York forward a copy of *** [redacted] 's complaint to the Revdex.com in StLouisMissouri so that [redacted] will have an opportunity to respond to [redacted] ***'s complaintIn addition [redacted] respectfully requests that [redacted] 's complaint against [redacted] be removed for ***'s tileThank you for your prompt attention to this matterSincerely[redacted] Vice President [redacted] Moving SystemsDALE ROAD, BUFFALO, NEW YORK 14225###-###-#### • ###-###-#### • FAX ###-###-####www.***moving.come-mail: [redacted] @***moving.com [redacted] February 24, [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.SDepartment 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 StLouis, Missouri which is the Revdex.com office that is nearest to United’s offices A letter notifying the Revdex.com of ***’s responsibility in regard to your complaint has been sent as wellThat 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: 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/ 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 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 situationLastly, 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 claimSincerely, [redacted] Vice President
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, $does not nearly cover the value of what was lost I was being conservative in my initial reimbursement ask of $ 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 $and will not be cashing that check This is not an issue having to do with finding a crack in a coffee table 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]
On 10/11/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, FloridaWe had to put our goods in storage in your Buffalo facility until our home was completedWe first dealt with the Relocation Consultant for United and Cook Moving Systems, IncWe decided to use Cook/United, as we moved locally four times using your companies three of the timesWe were promised everything and he did not honor his wordThey 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 dateWhen 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 facilityI advised them I did not like this idea, as I felt moving things several times could cause damageTo me it also is not an efficient use of time, as they had to do the job twice rather than onceThey didn't care and loaded onto the truckWe 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 weekSince 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/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 1stAs 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 meShe never did call meI always had to do the callingShe 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 onI had to call herI called her about a week before the move and she said the move would not be until May 6, I told her I didn’t like it, but there was nothing I could do about itShe 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,due upon deliveryThis must be paid via cash or certified check to the driver before he can begin delivery.” That was the only aspect she was efficient inOn 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 hours prior to give me a better time frameAt around 12:p.mon May 5, when she still didn’t call me to give me this information, I contacted herShe said she would call the truck driver and have him call me with the timeI 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 thereAfter not hearing from her or the truck driver for a few hours, I called her againShe stated he was supposed to call me and she would call him againThe driver finally called me only to tell me that he would be a day lateHe had to stop in Sarasota to sleep, as he was at his time limit for travelingWhile I understand that by law you can only drive for a specific amount of time, which is neither my problem nor faultI called her again and told her this was unacceptableShe said there was nothing she could doIf 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 $for the delivery being a day lateIt took him hours to get back to me alsoI finally spoke to the Chief Operating Officer and told him my story and my disgustHe at least listened, but pretty much blamed United for overbooking and said all he could do was give me $ 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 soHe was really unmoved by my plightHe told me he would complete the paperwork for my refund and send me a check the next morning (May 7, 2015) for the $When I did not receive the check by the following Wednesday, May 13, 2015, I called him againHe stated that he did not put it in the mail until May 11, That is so unprofessionalHe lied to me stating he would put it in the mail by May 7, and then waiting until May 11, to do soHe knew how upset I was and you would think he would have done everything in his power to right this wrong and appease the customerA good company would have planned better, contacted me the customer and done all they could to ensure I was taken care ofEveryone but me dropped the ball hereThe 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 behindAgain how is that my problem? He also told me that he had been doing this for over yearsWell, if he has, he is terrible at itHis time management skills are pathetic and his excuses are poorHe should have known that most government agencies are closed on the weekend and rerouted his truck to deliver my goods first and then the governmentsGood customer service goes a long way in this day and age, as does word of mouthNo one helped meI received $because I was owed thatI had to constantly call and follwhen it should have been Cook and United calling me, the CUSTOMERUnited has done right by me, but Cook, nothingThe owner of the company is now blaming United and states they resolved the issueHe never apologized to me for how I was treated by his son or employeesHe won't put my review on his website because it is negativeIf you look, there is only one negative review, all the rest are glowingThat is not a true and accurate picture of how customers feelI 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 fairHe stated the reviews are looked at and they post if they feel it is necessaryThis is truly a one sided operationI will tell everyone I know of my disgust with Cook Moving Buffalo and never to do business with a biased company like thatThey offered nothing and were sarcastic.The customer service is horrific, the lack of empathy is horrible and timeliness is atrociousI realize that a driver can't drive more than certain hours; however, that is not my problem or faultThe driver's time management skills are terribleThey 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 themNo one took any responsibility for their actions or inactionsSome items were damaged that I packed but I believe it was due to loading & unloading when it should have been loaded only one timeBoxes were crushedThis business is terrible
***Moving Systems, Inc.Agencies In BuffaloRochester, NY Revdex.comBryant 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 ("***") 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 USDepartment of TransportationThus [redacted] is entity responsible for transporting [redacted] 's shipment from New York to Texas.In this instance [redacted] Moving Systems ("***"*) participated in [redacted] 's interstate relocation by acting solely as a disclosed household goods agent of UnitedSince [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 UnitedTherefore, 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 StLouisMissouri which is the local Revdex.com office that is nearest to United's officesAccordingly, [redacted] respectfully requests the Revdex.com in AmherstNew York forward a copy of *** [redacted] 's complaint to the Revdex.com in StLouisMissouri so that [redacted] will have an opportunity to respond to [redacted] ***'s complaintIn addition [redacted] respectfully requests that [redacted] 's complaint against [redacted] be removed for ***'s tileThank you for your prompt attention to this matterSincerely[redacted] Vice President [redacted] Moving SystemsDALE ROAD, BUFFALO, NEW YORK 14225###-###-#### • ###-###-#### • FAX ###-###-####www.***moving.come-mail: [redacted] @***moving.com [redacted] February 24, [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.SDepartment 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 StLouis, Missouri which is the Revdex.com office that is nearest to United’s offices A letter notifying the Revdex.com of ***’s responsibility in regard to your complaint has been sent as wellThat 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: 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/ 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 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 situationLastly, 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 claimSincerely, [redacted] Vice President
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, $does not nearly cover the value of what was lost I was being conservative in my initial reimbursement ask of $ 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 $and will not be cashing that check This is not an issue having to do with finding a crack in a coffee table 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]
On 10/11/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, FloridaWe had to put our goods in storage in your Buffalo facility until our home was completedWe first dealt with the Relocation Consultant for United and Cook Moving Systems, IncWe decided to use Cook/United, as we moved locally four times using your companies three of the timesWe were promised everything and he did not honor his wordThey 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 dateWhen 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 facilityI advised them I did not like this idea, as I felt moving things several times could cause damageTo me it also is not an efficient use of time, as they had to do the job twice rather than onceThey didn't care and loaded onto the truckWe 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 weekSince 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/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 1stAs 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 meShe never did call meI always had to do the callingShe 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 onI had to call herI called her about a week before the move and she said the move would not be until May 6, I told her I didn’t like it, but there was nothing I could do about itShe 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,due upon deliveryThis must be paid via cash or certified check to the driver before he can begin delivery.” That was the only aspect she was efficient inOn 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 hours prior to give me a better time frameAt around 12:p.mon May 5, when she still didn’t call me to give me this information, I contacted herShe said she would call the truck driver and have him call me with the timeI 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 thereAfter not hearing from her or the truck driver for a few hours, I called her againShe stated he was supposed to call me and she would call him againThe driver finally called me only to tell me that he would be a day lateHe had to stop in Sarasota to sleep, as he was at his time limit for travelingWhile I understand that by law you can only drive for a specific amount of time, which is neither my problem nor faultI called her again and told her this was unacceptableShe said there was nothing she could doIf 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 $for the delivery being a day lateIt took him hours to get back to me alsoI finally spoke to the Chief Operating Officer and told him my story and my disgustHe at least listened, but pretty much blamed United for overbooking and said all he could do was give me $ 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 soHe was really unmoved by my plightHe told me he would complete the paperwork for my refund and send me a check the next morning (May 7, 2015) for the $When I did not receive the check by the following Wednesday, May 13, 2015, I called him againHe stated that he did not put it in the mail until May 11, That is so unprofessionalHe lied to me stating he would put it in the mail by May 7, and then waiting until May 11, to do soHe knew how upset I was and you would think he would have done everything in his power to right this wrong and appease the customerA good company would have planned better, contacted me the customer and done all they could to ensure I was taken care ofEveryone but me dropped the ball hereThe 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 behindAgain how is that my problem? He also told me that he had been doing this for over yearsWell, if he has, he is terrible at itHis time management skills are pathetic and his excuses are poorHe should have known that most government agencies are closed on the weekend and rerouted his truck to deliver my goods first and then the governmentsGood customer service goes a long way in this day and age, as does word of mouthNo one helped meI received $because I was owed thatI had to constantly call and follwhen it should have been Cook and United calling me, the CUSTOMERUnited has done right by me, but Cook, nothingThe owner of the company is now blaming United and states they resolved the issueHe never apologized to me for how I was treated by his son or employeesHe won't put my review on his website because it is negativeIf you look, there is only one negative review, all the rest are glowingThat is not a true and accurate picture of how customers feelI 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 fairHe stated the reviews are looked at and they post if they feel it is necessaryThis is truly a one sided operationI will tell everyone I know of my disgust with Cook Moving Buffalo and never to do business with a biased company like thatThey offered nothing and were sarcastic.The customer service is horrific, the lack of empathy is horrible and timeliness is atrociousI realize that a driver can't drive more than certain hours; however, that is not my problem or faultThe driver's time management skills are terribleThey 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 themNo one took any responsibility for their actions or inactionsSome items were damaged that I packed but I believe it was due to loading & unloading when it should have been loaded only one timeBoxes were crushedThis business is terrible