Delaware Moving & Storage Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
1) The coverage that was to be applied to the articles according to the sales person and the signed paperwork from Delaware Moving and Storage (Nopage 1) is "Replacement Cost Value - means the cost at the time of loss of a new article identical to the one lost or destroyed" This was discussed with DM&S personnel before and after we selected them and we were specifically assured that lost or destroyed items would be replaced and depreciation did not enter into the calculationThis was a primary reason we selected DM&S to handle our move---It is interesting to note that a pottery display plate just as old as the grill was not depreciated and was valued at full "replacement" cost in their calculations.2) The shotgun case was opened and the contents (a shotgun, spare chokes and hearing protection and ancillary equipment) were specifically pointed out to both the sales person and the driver/movers during the physical packing and move to be sure that all the items in the case could be transported (I even gave away cases of ammunition and cleaning supplies that they said couldn't be transported)Everyone involved in the sale of their services, packing and loading knew exactly what was in the "black case" because they were shown it and approved it for transport and storage.I have provided DM&S copies of the signed contract documentation providing for replacement cost reimbursement and copies of the documentation showing the details of the replacement items and their costI expect Delaware Moving and Storage to honor their obligation to reimburse us for the full replacement cost (less $deductible) for the grill, plate and shotgun (including the case and ancillary equipment)*** ** ***
Regards,
*** ***

The moving crew who completed this local move is a top tier moving crew The customers loading address had tight turns in the staircase and moved into a building that was an elevator based type building, which always requires additional time to complete This move was completed on a
Friday afternoon and the crew was very anxious to go away for the weekend They were eager to get this move completed The customers expectations are extremely high and expecting to have this type of move completed within hours along with travel time and extra stops along the way is impossible This specific crew receives daily positive feedback from their customers along with rave reviewsIn closing, our position, DMS DID NOT provide a maximum estimate for this move at any timeWe believe the hours the customer actually paid is fair based on what was moved and completed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I reciveve the response from delaware moving and storage but do not think it addresses my concerns at all. As previously mentioned I believe we were overcharged for the time on the first day since his men stopped work at about 6pm but didn't get back to the warehouse till pm even though I had just driven to and from the warehouse to bring them addition boxes (at their request) and it took me less than an hour roundtrip. When I initially questioned this a young woman said she would look into it and then later said yes it showed it was off by and 1/but when I drove down with my boxes to return they denied any of this. As for the boxes I took an entire pickup truck full to them both used and about unused still in original bundles nd they said they do not reimburse, I have the receipt as they now saw they would need but I am not making another trip there and unloading all the boxes again if they are not going to pay. When I took them last time they made it seem like they were doing me a favor by taking them back but not paying. As for damage we found upon unpacking, I took and have pictures that clearly show it was due to sloppy packing. For example we paid for wardrobe boxes to be exact, but my husband's business suits were folded up and packed (on the hangers) in a smaller box. They billed for a lot of time when they were just standing around and waiting for additional boxes, including when I had to go pick them up for them. This seems to have been an excessively poor job given that it cost $12,000 and while we wanted to get out asap we did have days by law so I don't agree that this was the best they could do under the time constraints. I also questioned the breakdown on the receipt and ask for clarification but never got it, it looks like we were billed for days on the first invoice #78748 and then got another invoice for the second day #79487. Also somehow the first bill for day says hours but the second invoice says hours so and we were not there at the storage unit unloading on the second day for more than hours which is why I wanted clarification on the invoice. I understand that packing increases the cost but and some damage will not be their responsibility but my questions were more concerning overcharging and not honoring things I was told on the phone regarding returning boxes etc. I have pictures and documentation availabl thanks, Amy frazier

Mr*** did store his items with Delaware Moving and StorageThe grill that was dropped during the move was originally purchased in Our insurance company has advised us that the grill being over years old to depreciate it 90%The alleged missing black case that Mr*** has
stated is missing on our inventory sheet is only showing as a black caseDelaware Moving and Storage has told Mr*** that we will cooperate fully with the police and continue to investigate the missing caseWe have submitted all paperwork and the claim paperwork to our insurance company to assist with the claim Tell us why here

Mr***:I have reviewed your file thoroughly I believe based on the actual services performed and your ever changing schedule due to settlement, attorneys, realtors, caused by factors outside of my control, resulted in higher moving charged to you due to more moving services and time in storage neededI have spoken to *** about your complaints of lack of communication My office does not keep a log on how many times we have contact with a clientI do know *** spoke to you a number of times throughout your move and I personally spoke to you and your partner once in an attempt to explain the additional charges.But in attempt to resolve this matter, I am offering you a hour refund which comes to $ If accepted, I would issue this to you early next week.The events of your move were never ending changingIt seems they were out of your control and certainly out of ours.If you presented to a moving company the timeline exactly how things played out on your move Needing weeks of storage, etc in the summer season which is our peak period for the moving industry, you paid after this refund, about $3000, I can assure you all bids would be higher than this amount.Its my goal to resolve this matter and hope to bring this to a resolution,Submitted respectfully,*** ***Delaware Moving & Storage Inc

April 28,
*** *** response to Revdex.com
There were some issues with the initial billing, we sent out a new a crew when the billing came to me a
revenue form was attached showing a outstanding balance. As soon as I received the billing I sent out
a
new invoice with a letter a with the revenue form explaining the charge with my e-mail address and
phone number for questions. The crew on the original contract only charged for the packing and
warehouse handling, monthly storage and insuranceThe new billing included the hours for the
move $1,and pro-ration for storage first month and fuel surcharge of $We normally don’t
have this much of a discrepancy it was a different s of $1,I printed the new storage billing for
August on the of July at that point the outstanding balance from the move in was still outstanding
I could not take the finance charges off until the balance was paid I explained that to the customerThe
balance was paid on 7/the finance charge was removed on 7/As far as not knowing he was a
customer the payments were made under one name the account was set up under anotherSo I don’t
know what name they called underAs soon as the claim was called in we made a appointment and sent
the repairmanThe repairs were done as a curtsy this is the first we have heard the customer was not
satisfiedThis customer had a $deductable for his choose of insurance coverage with a full
replacement valueThis mean the customer must pay $before any repairs are made we try to
make as many repairs as possible without requested the deductableBecause of the type of insurance
coverage we unable to do any further repair without the payment for the deductable. If needed I can
provide a copy of insurance coverage this customer chosen

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.
 
 
 
Thank you for your response. The business' response is not satisfactory. The quote I was given from them that we both signed off on states that there would be a 1 time fee to move into the bins and back out if the bins. When I moved out I was only charged the time they were at my house and the one time charge for the bins as we agreed to. When we moved back in I was charged for the time to load the truck that I should not have been charged for based on our agreement. I was told that their process is to empty the bins on to the warehouse floor and from there to load the truck. This is an unnecessary, extra step that I did not agree to.  On the quote I was given the only warehouse charges that I was informed of was the one time fee in and out of the bins. I can send in the signed quote stating what the cost of the move would be with the charges and their amounts clearly outlined. At this point the company needs to rectify this situation and in the future expressly state to their customers that they will be charged for the time it takes to unload and load the truck at the warehouse on top of the one time fee for the bins.

Tell us why here...Mr. [redacted]:Re:  Revdex.com Complaint #This letter is in response to your filed complaint with the local chapter of the Delaware Revdex.com in regards to your recent local move.From the very beginning and from your original moving plan, events occurred during your...

relocation that changed service dates, the scope of the work requested in order to meet the new dates you required due to the changing settlement times on either your old or new home.[redacted] originally estimated 1 week of storage to be included in your original moving estimate with your items being stored on our moving van for this specific time period. You contacted our office and stated you could not take delivery until August and even at that point, you chose different dates in August.  In the ability to meet your new service requirements, we unloaded your shipment into our climate controlled warehouse as we are not able to storage a shipment on a truck for a 5 week period in the midst of our busy season.Our storage rate, as stated on your estimate agreement, was a weekly rate of $250 per week.  Further, we had to unload this truck into the warehouse and reload your items on the actual delivery date, thus requiring an additional 5 hours of labor time in order to make our truck available for other customers.  [redacted] communicated this with you and your wife/fiance/girlfriend about the necessity of this service.  This is additional time over and above your original estimate.  Essentially, its making another complete move.On the actual delivery date, we charged you 6 total hours of moving time.  The time included 2.5 hours of loading time, half hour to Middletown, 2.5 hours to unload and half hour drive time back to my facility in Christiana/Bear.    Regards to your higher charges.  The additional time spent on moving items due to your changing schedule and additional weeks of storage to 5 total, resulted in the additional charges totaling $3,396.00   If DMS were made aware of the actual scope of work required and actual storage time, an appropriate estimate would of been provided.  But with the unknowns of your schedule of your move, changes were inevitable.Communication.  I know you stated our office did not provide sufficient communication to you during your move.  I know [redacted] spoke to you a number of times and I personally, [redacted], spoke to you and your partner in depth during your 2nd move to your new home and I explained to you the increase of charges due to the changes of your move.  Additionally, our office emailed you several times at various points during this entire process.  Emails will be attached for your record.Valuation/Claims:   On the original moving date, you had the option of selecting the approriate coverage for your shipment. At that time and by your checked selection and signature, you chose our limited liability protection coverage of Sixty cents per pound per article coverage.   In summary, if a item is damaged, lost, etc, you have limited the insurance carrier to a maximum liability computation of sixty cents per pound per item lost, destroyed, damaged for replacement or reimbursement purposes. Unfortunately, a claim was experienced on your move and the check you received was calculated on the valuation coverage you selected. In closing, it is NOT replacement coverage.  This coverage was declined by you.  Copy of your selection is attached.  I have attached a copy of our executed signed contract governing the terms of your move.In closing, With the events of your relocation, I believe you were provided a fair moving price based on the list of services we actually provided.  Many events changed outside of our control and even yours.  These changes changed services thus changing the fees charged.Sincerely,[redacted], GMDelaware Moving & Storage Inc.

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.
The response provided from Delaware Moving and Storage is grossly incorrect.
They did send out a billing invoice after I complained but it only included items that were already paid.  It took several back and forth communications before they explained that the additional charges were for packing and not the items I already paid.  Not a single person explained that the late charges could not be reversed until the balance was received.  I called them twice and had to send two emails before the proper itemized bill was sent to me.  I have copies of these emails.
We did not call under an incorrect name to move our items out of storage, they filed all of our paper work under an incorrect address.  
We moved out of storage on November 29th.  That day I filled out paper work claiming damages.  No one contacted me.  I emailed them on December 4th to check on the status of my damage claim.  I was told someone would contact me about the damage but no one did.  I emailed them again on December 9th.  It took two more phone calls and finally someone came out on December 18th.  Not quite sure how they can claim "As soon as the claim was called in we made a appointment and sent the repairman."  Again, I have copies of all of these emails.
The insurance was explained to me MULTIPLE times as being used if they were unable to make repairs. not before.  
As far as them not knowing I was unsatisfied, minus the times I already mentioned I contacted them, I sent 3 more emails and talked on the phone with each of Ed, Anna, and JD.  Every time I told them that I was unsatisfied with the level of service I received.  Maybe the person who wrote the response didn't know, but I certainly made it clear to Delaware Moving and Storage that I was VERY unsatisfied with the service they provided, both for the move and customer service following the move.  
As far as their policies around breaking items, all I can say is any industry that believes it is OK to break a customers possessions and then require them to pay the business to even try to fix the damage that the business caused is innately flawed.
I would never use this company again nor suggest that anyone else use them.

I have taken a second look at the estimate and contract to see if I may be missing something. The contract states “Storage is $40.00 per month per crate and the 1 time handling fee of $50.00 per crate. The handling fee handles you both into the storage crates and back out of the storage crates.”We did not charge you for bringing the storage bin down and unloading them. We did not take the crates to your home so the 9 ½ rooms of furniture had to be taken off of the warehouse floor and loaded on a moving truck. That took 5 hours at a reduce rate because we did on Friday at a reduce rate of $130.00 an hour, instead of Saturday at a rate of $150.00 at a savings of $100.00. Its my understanding on the original move into storage you were not charge for the time to unload the truck into the warehouse. Which was a mistake on our part and a discount on your part. We in good faith can’t go back and charge it after the fact.  But to be aware of our mistake and dispute charge at the end of the move. We can operate a business paying our crew for time we don’t charge for.

I reviewed the move from estimate to the final billing. I have a written estimated dated 3/25/14
no packing, 1 truck 3 men @ $150.00 per hour 3.5 to 4.5 hours cost between $455.00 to $858.00.
standard fuel charge of $25.00. This rate is good until 5/1/14. We received a deposit in the...

amount
of $50.00 on 4/11/14. I spoke with the salesperson she let me know this was a 3rd floor apartment
move to a 3rd floor apartment which would take more time. Anyone who has ever moved themselves
from a 3rd floor apartment can understand that. According to the GPS the crew did arrive early it show
them arriving at 8:09. There were some communication issue as far as the arrival time. Most customers
prefer early to late. The customer called with concerns about the cost of the move. The move was
still in dispatch, I assured the customer as soon as I received it in accounting I would go over it and
gather all the information and call back. I left a message that same day. All of our trucks are equipped
with GPS. I called dispatch to get the most accurate location of truck through out the entire move. GPS
did show a 10 minutes stop in the morning at WAWA. So I deducted a total of 15 minutes from the
hours calculated on the contract, the rest of the time they were either at the location or in transit. There
was a mathematical error on the contract the original billing is as follows.
One truck three men @ $150.00 4 hours $600.00
deposit of $50.00
fuel surcharge $25.00
shrink wrap $5.00 each times 2 $10.00.
Original total $595.00, a different of $10.00 over payment.
Corrected the overbilling and credited back 15 minutes for the stop.
One truck three men @150.00 3 ¾ hours $562.50
Deposit of $50.00
Fuel surcharge $25.00
shrink wrap $5.00 each times 2 $10.00
Corrected total $547.50 different of $47.50 credited back to the customer credit card on 4/15/14.
The Banks can take up to 30 days to process a credit. I am sure if the customer contacts the Bank they
can let him know that it was process on 4/15/14. As a representative for Delaware Moving and Storage
we do apologize for the miscommunication as far as the arrival time and the mathematical error on the
original contact. We did try to correct the issues as soon as possible. The shrink wrap is used to protect
a item or items from damage. It was not on the original estimate, the crew must have seen a need to
protect a item. That was a judgment by the crew and with taking the items down from the third floor
and back up to the third floor. I am sure it was necessary to protect the furniture from damages.

1)      Delaware Moving and Storage reviewed your move paperwork and determined that the hours charged for your move were accurate based off the GPS on the truck.2)      Delaware Moving and Storage always accepts used boxes back from their customers but never reimburses for them. This has been the policy for 35 years3)      Delaware Moving and Storage does not reimburse for boxes that are left on a job for a customer to use to assist with additional packing that may be needed.. Tell us why here...

1)      Delaware Moving and Storage moved Ms. [redacted] out of her home and into a self storage unit2)      Delaware Moving and Storage packed the items that were put into the self storage unit but did not move her items out of the storage unit...

or unpack them..3)      Delaware Moving and Storage must pack and unpack the boxes for us to be responsible for any damages..4)      Delaware Moving and Storage accepts used boxes back at all times but we do not reimburse  for them without a receipt5)      Delaware Moving and Storage will accept new boxes that may have been left behind during packing for the customer to use as convenience but we do not reimburse for return boxes without a receipt6)      Ms. [redacted]’s house was being foreclosed on, she had only a couple of days to have her entire 4 bedroom home emptied. Our Sales Manager did explain to Ms. [redacted] that Delaware Moving and Storage would not be responsible for any loss, damage or claims after the items were delivered to the storage unit unless we were the moving company that delivered her items to her new home and unpacked them…

[redacted] Mr. [redacted] won his dispute through the credit card company. Delaware Moving and Storage still plans to persue the outstanding charge through the legal system.

Mr. and Mrs. [redacted]:I received your complaint filed with the Delaware Revdex.com.  I am familiar with your relocation as I was the sales rep who visited your home and coordinated your shipment.Delaware Moving & Storage, is an agent for Wheaton Van Lines Inc of Indianapolis,...

Indiana.  They are the company who processes and handles the claims process in the event a claim is occurred. I would recommend you discuss your claim with your claims adjustor at Wheaton, her name is [redacted] and her email is [redacted] and the claims department manager at Wheaton is [redacted]. Wheaton claims department number is [redacted]Send to them directly your supporting documentation and communications of your position with the claim to these contacts.You can file a complaint with the Indianapolis Revdex.com if you wish, this would make it quicker to the management within Wheaton Van Lines Inc. who would review customer complaints and comments.I apologize you have experienced a claim with your interstate relocation,Sincerely,[redacted]Delaware Moving & Storage Inc.-Agent for Wheaton Van Lines Inc.General Manager

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.
The business continues to insist on the stellar reputation of this particular moving crew, and while that may be true, it simply wasn't my experience. I have had many crews from the same company, and they have all been outstanding. This crew, on this particular day, was not of the same caliber as all the others. I am disappointed and disheartened that the company would discredit my view...my high expectations are firmly based on all of my previous positive experiences with this same company. It's clear that they will not take any further steps to make this situation right, so I won't pursue it any further, but I will not formally accept the resolution. They have lost a loyal customer, and I will share my experience to make sure others don't end up in a similar situation.
Regards,

In second response to [redacted]
I have spoken to the customer on the phone gone over the GPS from the moving truck to the minute.
I have deducted for 10 minutes down time on truck an additional five minutes for the customer
Inconvenience. From the time I spoke with the customer his has made up his mind he was only going to
pay for 5.5 hours he stated that to me on the phone. Unfortunately the crew worked and should be paid
for the 3 ¾ hours they worked. This move was a move from a 3rd floor apartment to a 3rd floor
apartment which is very difficult and time consuming.  
Total as follows 1 truck 3 men 3.5hs @ 150.00 $562.50
Fuel surcharge                                   �...⇄ $25.00
Shrink Wrap                                                   ...⇄ /> Less                                      ...⇄ ($50.00)
Totals                                     ...⇄ $547.50 amount charged on the card.
I can not take any more time off.  This are the hours work and should be the hours paid.

I have read the complaint reviewed the estimate and billing.  In reviewing the original (estimate) the charges are based on a move into storage none of the charges are part of a move out of storage. In reviewing the information on the estimate it does not state it is for the complete move...

only the move in. The original estimate total was $1,170.00 to $2,470.00. The actual charges for the move in totaled $2,508.75 a different of $38.75. The actual charges are higher because the estimate was for 9 bins of furniture it actual took 9 ½ bins. The warehouse handling fee is billed on the move into storage this charge is for bringing down the bins and loading the items into the bins and storing them back to the location. This was not billed on the 2nd move. The move out of storage the warehousemen brings down the bins unload them. The clock starts when the 9 ½ bins of furniture (a bin is approximately a room of full of furniture) are loaded into the truck. This was done on a Friday to take advantage of the lower rate a different of $20.00 a hour.  On Saturday the charge are for the drive to the destination and the move into the house.  I hope this help explain our charges. We will not be giving a refund.  For the size of the move and the time in storage  I think the estimate was very closed to the move in. My company has tried to be fair and to cut some of the cost by doing the move out of storage at the time to cut the total charge by $100.00.

After my wife passed away she wanted her precious dining room furniture and other heirlooms shipped to her sisters in South Carolina. Normally I would do this myself but I didn’t want any damage so I hired Delaware Moving and Storage. They came in with the best price and the movers took great care in protecting the furniture.
They arrived (in SC) safely but more than that they put everything back together AND put the glass shelving back in the china closet and helped to unpack (I did all the packing) boxes. That’s above and beyond what I was expecting. I’m very happy I chose these movers. [redacted] J

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.
I would like to dispute that still. The total I came up with is $510.
$150 x 3.5 hours = $525 + $25 fuel = $550 + 10 = $560- $50 = $510
Im using 3.5 hours [3 for move & 30 min for drive time] based off them arrived and the agreed upon time of 10am
Plus they charged my card the  full amount after I asked her not until we got this resolved.