Delaware Moving & Storage

After my wife passed away she wanted her precious dining room furniture and other heirlooms shipped to her sisters in South CarolinaNormally I would do this myself but I didn’t want any damage so I hired Delaware Moving and StorageThey 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) boxesThat’s above and beyond what I was expectingI’m very happy I chose these movers [redacted] J

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 week of storage to be included in your original moving estimate with your items being stored on our moving van for this specific time periodYou 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 week period in the midst of our busy season.Our storage rate, as stated on your estimate agreement, was a weekly rate of $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 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 total hours of moving time The time included hours of loading time, half hour to Middletown, 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 total, resulted in the additional charges totaling $3, 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 shipmentAt 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 purposesUnfortunately, a claim was experienced on your move and the check you received was calculated on the valuation coverage you selectedIn 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 I would like to dispute that stillThe total I came up with is $ $x hours = $+ $fuel = $+ = $560- $= $ Im using hours [for move & 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

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 themThis has been the policy for 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 neededTell us why here

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 experienceI have had many crews from the same company, and they have all been outstandingThis crew, on this particular day, was not of the same caliber as all the othersI 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 companyIt'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 resolutionThey have lost a loyal customer, and I will share my experience to make sure others don't end up in a similar situation Regards,

I reviewed the move from estimate to the final billingI have a written estimated dated 3/25/ no packing, truck men @ $per hour to hours cost between $to $ standard fuel charge of $This rate is good until 5/1/We received a deposit in the amount of $on 4/11/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 timeAnyone who has ever moved themselves from a 3rd floor apartment can understand thatAccording to the GPS the crew did arrive early it show them arriving at 8:There were some communication issue as far as the arrival timeMost customers prefer early to lateThe customer called with concerns about the cost of the moveThe 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 backI left a message that same dayAll of our trucks are equipped with GPSI called dispatch to get the most accurate location of truck through out the entire moveGPS did show a minutes stop in the morning at WAWASo I deducted a total of minutes from the hours calculated on the contract, the rest of the time they were either at the location or in transitThere was a mathematical error on the contract the original billing is as follows One truck three men @ $hours $ deposit of $ fuel surcharge $ shrink wrap $each times $ Original total $595.00, a different of $over payment Corrected the overbilling and credited back minutes for the stop One truck three men @¾ hours $ Deposit of $ Fuel surcharge $ shrink wrap $each times $ Corrected total $different of $credited back to the customer credit card on 4/15/ The Banks can take up to days to process a creditI am sure if the customer contacts the Bank they can let him know that it was process on 4/15/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 contactWe did try to correct the issues as soon as possibleThe shrink wrap is used to protect a item or items from damageIt was not on the original estimate, the crew must have seen a need to protect a itemThat was a judgment by the crew and with taking the items down from the third floor and back up to the third floorI am sure it was necessary to protect the furniture from damages

I have taken a second look at the estimate and contract to see if I may be missing somethingThe contract states “Storage is $per month per crate and the time handling fee of $per crateThe 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 themWe did not take the crates to your home so the ½ rooms of furniture had to be taken off of the warehouse floor and loaded on a moving truckThat took hours at a reduce rate because we did on Friday at a reduce rate of $an hour, instead of Saturday at a rate of $at a savings of $Its my understanding on the original move into storage you were not charge for the time to unload the truck into the warehouseWhich was a mistake on our part and a discount on your partWe 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 moveWe can operate a business paying our crew for time we don’t charge for

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 minutes down time on truck an additional five minutes for the customer InconvenienceFrom the time I spoke with the customer his has made up his mind he was only going to pay for hours he stated that to me on the phoneUnfortunately the crew worked and should be paid for the ¾ hours they workedThis move was a move from a 3rd floor apartment to a 3rd floor apartment which is very difficult and time consuming Total as follows truck men 3.5hs @ $ Fuel surcharge $ Shrink Wrap $ Less ($50.00) Totals $amount charged on the card I can not take any more time off This are the hours work and should be the hours paid

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 messages on ***'s voicemail asking for a breakdown/explanation ofhours We called the office twice askingSandy to have [redacted] call us back That is 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 messages from acustomer I am also surprised that wereceived an "email" back from youFor a customer who waited a month for a phone call and that just spent $on a move you would think a"call" back would be more personal and appropriate considering Sandywho answered all 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 callAs for hours, it appears for move out, to move the stuff from truck tocrates/crates to truck But then yousaid it took 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 hourson August 7th and 4-hours on July 7thAs for the storage extension, again lack ofcommunicationWe called [redacted] in mid July asking what the extra cost wouldentail All she said was that it wasgoing to be $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 beWe 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 apologizeBut 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 ***), 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 we signed only hasa breakdown of move out and move in hoursMove out hours being Does thatinclude truck to crate? If so how manyhours without that? We recall them beingthere from 9-2: Move in hours being They were only at our house for 2.5hours plus hour driving time...that is 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 $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 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]

Mrand 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 occurredI 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 Incwho 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

[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.