Delaware 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.
What we have been requesting since August7th is an exact breakdown of hours used all around from beginning to end so weknow and understand how you came up with it all.  You are stating there has been alot ofcommunication back and forth.  Yeah therewas up until August 7th our move in date...once you got our money nothing for amonth.  We specifically stated since thenwe left 3 messages on [redacted]'s voicemail asking for a breakdown/explanation ofhours.  We called the office twice askingSandy to have[redacted] call us back.  That is 5 timestotal.  The third time we called onSeptember 7th, we asked for a manager to call us back since it had been over amonth of getting no response back.  I seeyou sent us an email.  We never receivedthat.  For a reputable company, I amsurprised you have sales reps working for you that can ignore 5 messages from acustomer.  I am also surprised that wereceived an "email" back from you. For a customer who waited a month for a phone call and that just spent $3500 on a move you would think a"call" back would be more personal and appropriate considering Sandywho answered all 3 of our phone calls knew we still hadn't gotten a call back a monthlater.  Which is why we asked to speakwith a manager in the first place.   And she was even shocked no one had called usback yet.  I have no doubt in my mind sherelayed the information.  Our issue isnot with her.  She has been nothing butkind to us when we call. As for hours, it appears 7 for move out, 5 to move the stuff from truck tocrates/crates to truck.  But then yousaid it took 6 hours for move-in.  So howmany hours are we being charged for the movers being at our place on August 7thand July 9th?  I am not referring to thetime it took for them to move the stuff from crates to truck and viceversa.   I recall them being at our place for 2.5 hourson August 7th and 4-5 hours on July 7th. As for the storage extension, again lack ofcommunication. We called [redacted] in mid July asking what the extra cost wouldentail.  All she said was that it wasgoing to be $250 a week to store the items. (and we understand that and that isnot our issue) And that extra costs may incur but she would have to call me thenext day to let me know what those would be. We never got a call.   We weren'taware of just how many hours it was going to take to move from truck tocrate/crate to truck.  In fact, we had noidea from the beginning our items were being held in the "truck"versus storage for that first week.  Onour estimate it says "storage". Can you please show us where in the contract we signed it states this?Or where in writing it states this?   Ifwe are overlooking we apologize. But we were not aware of this.  So when we asked to have the items heldlonger, we were not aware of the process and it was never explained until theweek before our move in when we got the bill (by [redacted]), and nothing was eversigned by us after we requested the items to be held longer that we understoodwhat was happening and what the charges would be.  There was a major lack of communication.  When we called to ask for our items to beheld longer at that point it should have been explained in detail as to whatthe extra charges were going to entail and something should have been signed inwriting to ensure both parties were on the same page.  If we signed something we are not aware.  I attempted to get that info verbally butagain [redacted] never called me back.   Theinvoice number 76846  we signed only hasa breakdown of move out and move in hours. Move out hours being 7.  Does thatinclude truck to crate?  If so how manyhours without that?  We recall them beingthere from 9-2:30.  Move in hours being6.  They were only at our house for 2.5hours plus 1 hour driving time...that is 3.5 hours.    As for the items that were broken/lost,  I understand we signed the contract decliningthe insurance coverage, however after the experience we have had with yourcompany and the horrible lack of communication and being charged for extrahours we weren't made aware of losing out on an extra $360 for items we nowhave to replace doesn't sit well with us.  We are looking for our questions to be answered andto be refunded back the 5 hours of extra time it took to move our items fromtruck to crates/crates to truck that we were not made aware of by DelawareMoving and Storage until we received the bill, unless you can proveotherwise.  If you have another solution please let us know.  We apologize we had to turnto the Revdex.com for answers but the zero communication for a month left us with nochoice. 
Regards,
[redacted]

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.

Review: I am severely disappointed with the service I received from Delaware Moving and Storage. I had issues throughout the time that I conducted business with them. After my initial move out of my house and into storage, I received notice that I was under billed and owed more money. It took two weeks and multiple phone calls and letters before a logical explanation of the extra charges was provided that did not include double billing. One day after I received an explanation of charges, I received a bill in the mail with late charges. It took several phone calls to get this nonsensical charge reversed.

When I contacted Delaware Moving and Storage to move my possessions out of storage, I was told that I was not a customer. Once again, it took multiple phone calls to get this resolved. After I was moved out of storage, I received a bill for storage despite the fact that I already moved out. It took several emails and a phone call to get this charge reversed.

During the move, Delaware Moving and Storage damaged multiple items. I filled out paper work detailing damages before the movers left. It took three weeks and multiple emails and phone calls before someone acknowledged the damage and someone was sent out for inspect and repair. The repairs that were performed were mediocre at best. Glue was used to repair major structural damage to some items and aesthetic damage repairs remained readily apparent. I was informed that the remaining items would be fixed but that the repairman did not have the correct tools and someone would contact me.

It took three more weeks and multiple emails and calls before I was given the rather inane explanation that I needed to pay them to have them repair the damage that they caused. After several conversations with their representatives and one with their owner, I was told that they would send me a check for $40 for the thousands of dollars of damage they caused instead of performing the repairs that they promised.

Delaware Moving and Storage takes an apathetic and unacceptable approach towards their customers. They did not do a good job moving or storing my items and caused significant damage. I would never use them again or recommend them to anyone.Desired Settlement: The business has a responsibility to repair or reimburse me fore the damage they caused.

Business

Response:

April 28, 2014

[redacted] 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 insurance. The new billing included the hours for the

move $1,330.00 and pro-ration for storage first month and fuel surcharge of $25.00. We normally don’t

have this much of a discrepancy it was a different s of $1,034.50. I printed the new storage billing for

August on the 18 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 customer. The

balance was paid on 7/23 the finance charge was removed on 7/24. As far as not knowing he was a

customer the payments were made under one name the account was set up under another. So I don’t

know what name they called under. As soon as the claim was called in we made a appointment and sent

the repairman. The repairs were done as a curtsy this is the first we have heard the customer was not

satisfied. This customer had a $500.00 deductable for his choose of insurance coverage with a full

replacement value. This mean the customer must pay $500.00 before any repairs are made we try to

make as many repairs as possible without requested the deductable. Because 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.

Consumer

Response:

Review: I moved to [redacted] on Friday November 1, 2013 from [redacted] I contacted Delaware Moving and Storage a week before my move. I spoke to a representative named [redacted] to assist with my truck service. She asked me a few questions about the items I have in my house and gave me a figure with how much it was going to cost. I was told it would be $230 all together and that it would take 2 hours to complete the job. I was also told that drive time is included with the move. I was also told that I would have to pay a $100 deposit to secure my truck which wasn't a problem. I went to the facility on Thursday October 31 to make my $100 deposit which I was told would come off the end of the move. Another representative I talked to that same day also told me the same information that I got from [redacted] that it was going to take about 2 hours to complete the work. On the day of the move Friday November 1, the movers left their facility at 7:30am and didn't arrive to my apartment until 8:00 . Since drive time is included with the move because they left at 7:3,0 I already lost a half hour since the movers did not get to my residence until 8:00 and that's also when they started to load the truck with my items. The movers themselves were very nice and friendly and assisted my uncle and I as they were moving my items to the truck. I happened to mention to the movers that it looked like a lot of work to get done in 2 hours. So the mover said to me 'oh they told you this was going to take 2 hours to do, no this takes about 4 and a half hours to do' meanwhile I call the company to complain on why two representatives told me it was going to take 2 hours when in actuality it took 4 and a half hours. I knew I didn't have enough money for 4 hours of work because I wasn't expecting a large bill. I was expecting to pay $230. When I realized I didn't have enough money I called the facility and explained that to them and if they were able to bill me for the rest. I was told no. By the time they moved the items out of my apartment it was already 9:30 so there goes my 2 hours there. They arrived to my new residence and had to wait a few moments since I also take care of my uncle with prostate cancer. I didn't have enough money in my pocket at the time. So I was informed that I would have to pay for the rest of the balance up front before they take anything out of the truck. Because I had to go to the bank to get more money out, they instead packed up my items in the truck and went down the road to their facility. Later in the day I went and made a payment and was told I would get my receipt from the move when they came back to deliver my items since I had to come up with the balance before they could deliver my items back to my house to move in. The movers came back to my house and delivered my items and I never got the receipt. So I never saw the breakdown in the charges or anything. Basically to sum it up the company tells you one thing and the movers say something totally different. I was told I was going to be paying $230 all together. The grand total came out to $497.50! This is outrageous and absurd! And totally unfair. I am requesting a refund of the money that I shouldn't have had to pay if I was told it was going to cost me $230 in the beginning.Desired Settlement: To be fair with the customers and not tell them it's going to take a certain time length without fully researching and then the customers pay more. If I had been told from the beginning that it was possibly going to take 4 hours I would have been better prepared for the unexpected expenses.

Business

Response:

In response to claim [redacted] Our company has a 2 hour minimum on all moves. The time on a move begins at the time the truck is loaded with the item necessary for that move until the truck arrives back to our warehouse. This move was based on a phone estimate these types of estimates are based on the information provided by the customer over the phone. It is easy in this situation to miss items in your home you would like moved. This move was planned in two days. The best way to get a more accurate estimate is to have a salesperson come to your home. Our sales manager spoke with [redacted] before the move and told her it was going to be at least a 4 hour move. But in this case there was never a written estimate and this was not done as a not to exceed. But this was a estimate. Based on what the movers said if she would have had someone come to her home she would have had a closer estimate. This was a second floor move. We are sorry for any inconvenience this has caused. But it sounds like our movers handled this very professionally they did not charge the customer for the time to bring the shipment back to our warehouse or back to her resident. Saving at least three hours at $105.00 totaling $315.00. This is a extremely busy time of the month for a truck to be tied up all day.

Review: I have been a client of Delaware Moving and Storage for the past 10 years, through multiples moves by both myself and my immediate family. I have had nothing but the best experiences working with the company and have recommended them to everyone I know. Every moving crew I have ever interacted with has been friendly, helpful, polite, and quick.

However, I recently had a truly terrible customer experience that caused me to reverse my opinion and ultimately file this complaint. On Friday, July 2th, I scheduled a small move from my townhouse to a condo less than a mile away. This move only included a master bedroom set, a couch and coffee table, about 7 boxes with the content of my kitchen cabinets, and a few odds and ends. I received a verbal estimate for a 3-4 hour move, which included moving the bedroom set and boxes to my new place, removing an old bed from the new place and dropping it at my brother’s house (less than a mile away), and delivering the old couch / coffee table to the [redacted].

The crew was generally rude from the moment they arrived, barely answering questions when spoken to, and requiring multiple explanations of the items to be moved. The crew packed up the townhouse fairly quickly (from 10:45 arrival until just after noon), then followed me to the condo. Upon arrival, the pace slowed down considerably. There were large gaps of time when I didn’t see any crew members, including 40 minutes when one team member disassembled an old bed alone while the others stayed outside. They moved items very inefficiently, such as bringing 1 dresser drawer at a time from the truck, even though there was a large elevator available for their use. Throughout the move, they continued to barely speak, grunt responses, and act generally unpleasant. It took over 3 hours to remove 1 bed and bring in the bedroom set and boxes. When they finally finished, we took the old bed frame to my brother’s house, and I asked them to just drop it off rather than assemble it, assuming it would take too long. Even with that shortcut, it was 4 PM when they finished dropping off the bed, and it was too late to deliver the remaining items to the [redacted]. They offered to drop the items at a local thrift store, which I agreed. Upon seeing the bill, I was charged from 10 AM to 5 PM, which included a generous buffer for travel time to drop off the donation items.

As soon as the crew left, I immediately contacted Delaware Moving & Storage to express how disappointed I was with this experience, and my contact in the office told me he would look into it and contact me on Monday (7/27). He contacted me first thing on Monday and let me know that the crew presented a convincing case on the difficulty of my move, and that I would only be offered a refund of an hour. This same company has moved a full house of furniture (including the master bedroom set included in this move) for me in the past in 8 hours, so I cannot accept that 7 hours is a reasonable amount of time to move a bedroom set and some boxes, even with multiple destinations. I let the office know that this was an unacceptable resolution for me, but I didn’t receive any further updates. During the week of August 3rd, I received a check in the mail for $140 (1 hour refund), so I assume the office considers this matter to be closed.

I have never filed a formal complaint in my life, but I am truly disappointed by this level of service after years of loyalty as a customer. If the management had respected my concerns and refunded me for the additional time, I would have written this off as 1 bad move and continued to give them my business. However, I feel as though I have been dismissed and cheated, and I cannot accept this resolution.Desired Settlement: I would like to be refunded an additional $280 (2 hours of service), so I will have paid for 4 hours of service, which was the maximum that this move was estimated to take.

Business

Response:

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 4 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 reviews. In closing, our position, DMS DID NOT provide a maximum estimate for this move at any time. We believe the 6 hours the customer actually paid is fair based on what was moved and completed.

Consumer

Response:

Review: Merchant provided a quote for moving services that were aggreed on. The quote lists the number of hours to complete the move out which was accurate and an additional one time charge of $50 per storage bin, in and out. I was quoted a total of 9-12 hours and 9 bins. The moving crew was at my house for 11.5 hours (7:30am-6:00pm) and I was charged correctly. On the move in, I was charged for the 6 hours it took them to unload the truck at the new house as well as an additional 5 hours for them to load the truck. Based on what was provided to me in the quote, the $50 per bin, in and out, covered the loading of the truck. Based on what I was previously charged for the move out and based on the quote I was overcharged for 5 hours of work at $130 an hour totaling $650. After over a month and a half a manager finally called me back to discuss the matter. I was told that I was under charged on the move out date and the $650 I was charged was correct because they have to bill for the time it takes them to load the truck. I explained to the manager that my invoice does not state this and I should not be charged for that time when my quote clearly states the cost of moving in and out of the storage bins. Nowhere on the quote does it say that we would be paying anything additional for the time it takes them to load the truck outside of the $50 per bin.Desired Settlement: The business needs to make right on this and refund me the $650 that was not clearly outlined in the quote that was signed by both parties.

Business

Response:

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.

Consumer

Response:

Review: To Whom It May Concern, I am writing this in regards to Delaware Moving & Storage located at 214 Bear-Christiana Road Bear DE 19701. On March 25th I received an estimate to move on April 13th. My verbal estimate was 2 hours which included drive time. They sent me an electronic copy but the only information filled out was the representatives signature. On April 11th, I called to confirm my appointment for Saturday and told them that 10am is the best time because I couldnt get the keys until 9:30. Also, they asked for a $50 deposit that will be taken off my final bill. I gave them my credit card for that. On April 12th, I left at 8am to run a quick errand returned at 815 with the movers there and waiting for me. I still had some packing today and was expecting to be done by 10am. Regardless, I quickly finished some of the packing as they were moving other stuff that was already packed. They were finished at 10:45 am, and I was given a total of $595 which was supposed to charged to my credit card on Monday, April 14th. After reviewing my bill, I was charged 1.5 hours, for the round trip of drive time plus they did not take off my $50 credit. I called the DE Moving & Storage on Monday, April 14th, spoke with Anna. She told they would not charge the card and will review it and call me back. Anna left me voice message on the 14th and I returned her call on the 15th. She explained that was giving me a credit back and was putting it through instantaneously. To date, I still do not have the credit on my account and was not given my $50.00 back.Desired Settlement: I would like them to credit my $50 back and explain all their fees upfront...like the gas surcharge of $25 and shrink wrap fee of $10.

Business

Response:

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.

Consumer

Response:

Review: We have had nothing but issues with this company. We were originally quoted between $1300 to $1500 for our move, which took place on July 9th, 2015. Included in that quote was that they were going to hold our stuff for us until July 20th to be delivered to our new location. Settlement never took place so shortly after the 9th we called and spoke with our sales representation...[redacted]. We asked for a breakdown of what the extra charges would be to hold our stuff. She gave us a brief explanation of the weekly cost to hold the items in storage at $250 a week. And that for a more detailed cost breakdown she would have to call us back the next day. We never received a phone call. The first week of August we call and let them know we want our items delivered on August 7th. We also get a bill for $3396 in which we are totally shocked. We were expecting it to be in the $2500 range max based on it being $1500 plus $250 a week extra for storage for the extra four weeks. We contacted someone at the office about this for an explanation of why the bill was so high. We spoke with a male, didn't get a name, who rudely told me he would have [redacted] contact us. As we were still trying to speak he basically hung up the phone on us. [redacted] did call us back the same day and explained the breakdown. She told us there were extra costs involved because our items were not being held in crates the first week but since we had to have it held longer they had to use extra hours/man power to physically move everything into the crates. This was never explained until after we got the bill. The communication from Delaware Moving and Storage is all around horrible. As a customer going through all the stresses of moving, I would expect a company to have the time to explain what the charges are going to be and give the customer some sort of written breakdown to be signed. That way the customer is well aware of the costs being incurred before a bill in thrown their way. [redacted] also explained during that phone conversation that they were estimating the hours/cost involved of the move from their facility to our location on August 7th to be almost the same as what it took for them to move the stuff out on July 7th. We were told we had to pay the bill before they would deliver us our stuff on August 7th, so we did so, although we were not happy in doing so. On July 7th, we recall them being at our location for 5-5.5 hours. Delaware Moving and Storage should have this documented. However on August 7th, they were only at our home for 2.5 hours. We are being charged by the hour at $140 an hour. It took them half the time but our cost was almost the same both times? We called [redacted] on Friday August 7th and left her a voice mail stating that we wanted a breakdown of the hours used on our move and cost, as it seemed we overpaid. She never called back. We also ended up getting items that were not ours...a rug that the movers did take back with them. We were missing an entire box of clothing and an $80 white Pottery Barn hamper. A lamp was broken, the legs on my daughters dresser were lost and the bottom of it was completely broken off. The lamp was an item that they packed as per our contract. Horrible packing job, as they were just put in a box with no cushioning or wrapping of any kind. On Saturday, August 8th we called Delaware Moving and Storage about the missing/broken items and left a message. We ended up calling them again Monday and spoke with the receptionist [redacted]. They found my box of clothing and it was delivered back to us. The hamper they did not. The other items we were told to fill out a claims form for because the items that were broken could not be fixed. We told them as well at that point that we wanted a breakdown of the cost to move, hours etc. [redacted] said [redacted] will call you. We did not hear from her yet again. Later that week, we left another message on her voicemail. She never called back. We called Delaware Moving and Storage again later the week of August 10th and spoke with [redacted] again and asked for a breakdown of charges. Again she told me they would have [redacted] call. Again no call back from [redacted]. That is four times we called in a weeks time with no response. Her voicemail says she will get back to you "by the end of the business day". We submitted our claims form in which we provided the cost of the items lost/broken. Our cost to replace those items was $360. They sent us a check in the mail for $12. Another voicemail was left for [redacted] on September 5th. No call back. We called the office again on September 8th, spoke with [redacted] again. She assured us this time a manager would call us back by the latest being September 9th at the end of the business day. We have not gotten a call back. The horrible lack of communication has given me no other choice but to file a complaint in hopes at that point someone will take it seriously. I have never experienced such horrible customer service and a lack of communication with any other company. They had no problems communicating before they took our money. I am shocked that a company who is supposed to be so reputable has no care in the world to address any issues a customer may have. Unacceptable.Desired Settlement: Refunded on hours we paid that were not used. Cash refund of $380 for the cost of the items that were lost/damaged.

Business

Response:

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.

Consumer

Response: