Dircks Moving & Logistics

This has been resolved with the customer and a refund has been issued.

[redacted]

I have reviewed the response made by the business in reference to complaint ID...

[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

The teams at both ends of our move from Florida to Arizona were excellent. Our experience was outstanding.

I used Dircks as part of my move from Surprise, AZ to Kent, OH and was amazed at their service. I have lived in six different states and have moved many times. I can relay some disappointing moments in past moves and more than one horror story. Compared to my past experiences, being moved by Dircks was a breeze.

They were very professional. They wore company clothing. They were courteous, efficient, fast, and careful. They made sure I was happy. In this day and age of lousy and impersonal customer interaction and service that leaves something to be desired, Dircks was indeed a breath of fresh air.

Hell, I was so happy; I gave the mover’s a tip.

It is a completely false statement made by Dircks Mayflower that Ms. [redacted] called back to say she found her artwork. She has never, ever said this .Who in the organization made this statement ?
Transportation of Ms. [redacted] personal goods on a private vehicle was never discussed in advance or at any time as to why it was being done. It was only when a family member went out and saw Ms. [redacted] belongings already loaded on a personal truck and was ready to take off. Had someone not walked outside at that time,  Ms. [redacted] would have never known that her belongings were about ready to leave her property without authorization. The explanation that was given by the driver was that the items were going back to Dircks storage facility so they can rearrange  things on the truck. . We asked what was loaded on the personal truck and they said, don't worry, everything is there. By that time, the Dircks office was closed.  
There was no way to track these items that left on the truck other than a picture that was taken and forwarded to the Loss Prevention Manager . For Dircks to try and turn the situation around and make it look like a thoughtful gesture is just terrible. None of this would have happened if the truck went directly from Surprise Arizona to Houston Texas.
In addition to the driver stopping off in Dallas, we were unaware that another load was picked up in Louisiana and replaced with the load that came off the truck in Dallas instead of putting Ms. [redacted] items in the truck . Instead her belongings were left on the outside of the moving van on the extension piece at the back of the van.
The driver also falsified inventory sheets by redoing the inventory sheets to show that all items were received when they were not. Boxes were coming off the truck without inventory numbers. It was brought to the attention of the driver and the driver continued to say that everything was there and not to worry.  When asked whether we should call Dircks in Phoenix to let them know what is going on, we were told not to worry everything is there and they were already closed for the weekend. We immediately contacted Dircks the following Monday regarding what had happened.
Ms. [redacted] daughter did notify the loss prevention manager in addition to the sales person and his moving assistant.  Also both owners , the Dircks brothers that own the company were contacted. One brother left a message that he couldn't help and goodbye and the other one we left 3 messages and never even received a call back.
We also were referred to Mayflowers corporate offices and spoke with two people who tried to help but stated that these numerous problems were needing to be dealt with at Dircks, since they were all problems on a local level.  Basically, no one wanted to take responsibility or own  the multitude of problems that occurred throughout the move. The blame kept shifting back and forth.
The loss prevention manager was immediately notified when the picture was noticed to be missing. There was no delay. The Loss prevention manager said she would first put a tracker on the item.  Ms. [redacted] personally showed the item to the driver and he personally told her he would take care of packing it for her. She told him it was her favorite piece.. He assured her he would take care of it for her. 
It was initially mentioned to Ms. [redacted]  that she would need her own truck for her move. When the truck arrived we were under the impression that the truck was empty. It was later discovered that there was already a load in the truck going to Dallas that looked to be occupying a third or more of the truck  . When asked if Ms. [redacted] belongings will fit, we were assured by the driver that everything would fit in the truck.
Ms. [redacted] could not afford the extra cost of extended protection of her belongings. She had already given Dircks Mayflower almost 
$ 11, 000 eleven thousand dollars for her move from her retirement savings and could not afford to pay any more.  She entrusted Dircks Mayflower and was assured by all  that her belongings would be safe and all be transported with care to her new location. She believed everyone with Dircks that her belongings would be handled with care and delivered to her new destination. She was even given a signed written commitment that said:
To Our Valued Dircks Customer:
While we are guests in your home, we are striving to exceed your expectations regarding the service you should expect from professional movers.
IF AT ANY TIME, YOU FEEL WE ARE NOT MEETING YOUR EXPECTATIONS, PLEASE STOP US SO WE CAN RESOLVE THE PROBLEM IMMEDIATELY.
Your concerns are important and your feedback ensures our improvement on your move and the moves of future customers. Than you again for being our customer.
OUR NUMBER ONE GOAL IS TO ENSURE that you are completely satisfied with the service that we provided. Thank you for allowing us to provide the quality service you expected.
Ms. [redacted] hired Dircks Mayflower because they said they were professional movers and would take care of her belongings. They promised to exceed her expectations, they did not. They promised to resolve the problem immediately, they did not. Her concerns were not important. She is not completely satisfied with the service.  
The loss prevention manager stated that she was still tracking the item after many conversations. Finally, she said to fill out a claim form. The loss prevention manager was told in the beginning that she could not afford additional insurance and was familiar with Ms. [redacted] situation. The LP manager said she was still tracking the item.
Ms. [redacted] did not accept any settlement. She was sent an uncashed check. She called the LP manager back that the check was not acceptable. The LP manager referred her to Mayflower Corporate office.  
She only gets a small amount a month from her social security and was being forced out of her home at the time. In addition she was experiencing personal domestic safety concerns that added stress to her life at almost 80 years old. That trust was also broken when her destination was disclosed to outside parties that put her safety in danger. She was told that no one was ever allowed to discuss a move and the truck's destination to anyone. The driver disclosed this information to outside parties.
Other items have gone missing and broken in her move that she has trouble dealing with. All she asks for is for her beloved picture back. At almost 80 years old, she doesn't believe she is asking any more than what was promised and expected to her.
All she asks for is her picture back and the memories it holds. If that is not possible, the brothers of Dircks Mayflower needs to make things right for Ms. [redacted] and stand by their promise to her by compensating her for the stolen picture.
Thank you.

Let me start with the people are great. The folks who helped us through were strong, and the actually guys who did the physical moving were the best we have worked with (moved 6 times in last 10 years) The packers are terrible. I would absolutely not use them for your packing services. The best way to describe our experiences was a box we opened to discover our toddler's potty training toilet wrapped up and "protected" with her bedroom drapes. (Needless to say those drapes are now in the trash) There was countless other examples of the packers asking my wife (while holding our 8 mo old child) to climb ladders to get things for them, boxes that were mislabeled. Least of all was after the truck left discovering probably 3-5 drawers that were never opened and packed as well as more than a few larger items left at the house. It was terrible. As much as I love the people there, I was amazed that none of them wanted to take a stand and financially help us (we paid about 2500 for them to pack our property) undue all the terrible things the packers had done. On the whole the entire move was soured because of how bad the packers were. I would without question use the movers, but would NEVER pay them to pack your house.

All of us at Dircks Moving & Logistics would like to apologize for the problems and issues that arose during Ms. [redacted] relocation. Unfortunately a combination of errors and miscommunication plagued the move and is definitely not the way Dircks would like to handle any relocation. Dircks...

has admitted our errors numerous times previously to Ms. [redacted] regarding some of her complaints and internal action has been taken on the employees that made the errors regarding the safety concerns of our customer.Although it is not normal procedure, the complaints regarding the goods being transported by a personal vehicle were done in order to save the customer time and money. The driver at fault should not have transported the goods this way, but the very small amount of items transported were in order to avoid a shuttle or multiple trips. I assure you that this activity was not done in order for our employee to steal your items, instead done to not inconvenience the customer. This was very thoughtful of the driver, but is not procedure and we apologize for this error.
Regarding the claim of stolen artwork, Ms. [redacted] had notified a Dircks representative that artwork was missing, but then called back later to notify us she had found the artwork. Later, during the claims process Ms. [redacted] claimed that she did not find the item, and it must be stolen. Although she had numerous opportunities, at no time did Ms. [redacted] notify us of the value of the missing artwork until the claims process. This artwork was not noted as a High Value item on the High Value Inventory. Ms. [redacted] also declined additional valuation coverage, instead accepting basic coverage of .60/pound on her goods.
Ms. [redacted] accepted a settlement from our Mayflower Corporate office on September 10, 2015 for her relocation, that document is attached. This document states "Acceptance and negotiation of this check will serve as full and final settlement of any and all claims as itemized above in the settlement letter".

Mr. [redacted] clearly declined additional coverage for his goods (attached), therefore he received .60/lbs coverage for his couch and resulted in a $36.00 payment for soiling the item.After an additional conversation with Mr. [redacted], in an effort to retain the customers goodwill, and in an...

effort of reconciliation, we offered Mr. [redacted] an additional $64.00, bringing the total claim settlement to $100.00 to get the couch professionally cleaned.Mr. [redacted] accepted our additional offer on Wednesday, July 15th.

We wholeheartedly apologize for the issues that arose during Ms. [redacted] move. Dircks has revisited this move with all employees involved and actions have been taken to make sure issues like these never happen again.
I have attached documentation from Ms. [redacted] move that show her accepting Basic Valuation ($.60/pound) and a High Value Inventory form where no items were included or identified by the customer as "extraordinary value". As stated in the High Value Inventory Form, "Failure to identify such articles will result in limited carrier liability."
We will continue monitoring shipments and looking for the customers picture, but I would like to again promise that this item was not stolen by a Dircks Moving & Logistics employee. The settlement previously issued to Ms. [redacted] by our corporate office is the final settlement for any and all claims on the shipment.

Top notch company. Nice people to work with. Accurate quotes. Took great care of our furniture.

Outstanding service! Very professional! All our belongings were handled with care - nothing was broken or missing.

We had no idea what to expect when we decided to hire a moving company to get us moved from AZ to WA. Having lived in AZ for over 20 years, we had accumulated a lot of "stuff" and knew this was no do-it-yourself job. We had seen Dircks Mayflower involved with various ASU events and looked into them. Their BB rating was good, so we gave them a call. From beginning to end, we received high-quality, organized service; the people were all very courteous and professional. We had not one scratch on any piece of furniture and every single box and item was accounted for at the end. I would highly recommend Dircks Mayflower to anyone seeking a professional moving company. Thanks Dircks!

This is a GREAT company!! I had to relocate for business from Phoenix to Boston and it was a huge change for our family. It is just about as far away from Arizona as you can go within the U.S. That being said, [redacted] was AWESOME when she called for the phone survey to decide how much space we would need on the truck. Because I was already working in Massachusetts and the time is three hours off, it was difficult for us to connect. She gave me her personal cell phone number and told me that she would take my call after I got off work (which is three hours after she got off work). That small act showed me dedication and professionalism.

I was not present for the packing and loading of the truck but my wife said they did a fantastic job. She couldn't have been happier. We have moved on our own several times before but after this experience it was proven that money spent on a mover is well worth it! The headache and hassle of packing and moving can really take a toll on a family that relocates often.

Here we are now, a week or so since our belongings have arrived and not a single item was damaged, scratched, or lost. We love Dircks Moving and Logistics and we recommend them for all moving needs!

I had a fabulous experience with Dircks! Everything went exactly as I was told it would, which if you have ever moved is rarely the case. The customer service was fabulous, they were in contact during the whole move. The driver Mark was by far & away the BEST I have ever worked with. He took extra time, cost & care to pack my things properly when my OTHER movers failed to do so. He was on time, had scouted the location & was ready with the best way to deliver my contents. I would use them again in a heartbeat!!

Great company to do business with. Very friendly and caring.

I would recommend Dirk's Moving and Logistics to anyone who is looking for a very conscientious and dependable moving company.

Review: dircks moving handled move. had multiple problems during and after the move including stolen belongings, fraudulent documents, disclosing location of move to outside parties unauthorized individuals creating a safety concern for the owner. taking away owners belongings away on a personal vehicle not authorized to do so. Repacking owners belongings without authorization. Many items without inventory numbers to be able to track. Driver working for Dircks acknowledges the above incidents and wrongdoing. LP manager requested pictures. Sent pictures, spoke by phone and email no resolution with sales person, move liaison, loss prevention manager and attempt to contact both owners to no avail. Referred to corporate office of mayflower to handle. corporate office stated that issues involved were to be handled by the owners locally since these were issues way beyond normal circumstances. Local office referred problems back to corporate office. Contacted corporate office multiple times who offered to help and then phone calls and assistance stopped. .contacted owners multiple times with request for callback to speak about incidents. no return phone calls to discuss. Numerous phone calls, emails have been made. all communication stopped locally and corporate office. received email from LP person to go back to corporate office for resolution.Desired Settlement: would like return of stolen artwork or reimbursement of value.

Also, personal contact by owners of dircks mayflower regarding fraudulent documents, disclosing location of move to non authorized individuals and unauthorized removal of owners personal belongings offsite by drivers own personal truck. The Dircks website and promise to their customers does not match their actions to their customers. Doing the right thing for the customer is what needs to be done.

Thank you.

Business

Response:

All of us at Dircks Moving & Logistics would like to apologize for the problems and issues that arose during Ms. [redacted] relocation. Unfortunately a combination of errors and miscommunication plagued the move and is definitely not the way Dircks would like to handle any relocation. Dircks has admitted our errors numerous times previously to Ms. [redacted] regarding some of her complaints and internal action has been taken on the employees that made the errors regarding the safety concerns of our customer.Although it is not normal procedure, the complaints regarding the goods being transported by a personal vehicle were done in order to save the customer time and money. The driver at fault should not have transported the goods this way, but the very small amount of items transported were in order to avoid a shuttle or multiple trips. I assure you that this activity was not done in order for our employee to steal your items, instead done to not inconvenience the customer. This was very thoughtful of the driver, but is not procedure and we apologize for this error.Regarding the claim of stolen artwork, Ms. [redacted] had notified a Dircks representative that artwork was missing, but then called back later to notify us she had found the artwork. Later, during the claims process Ms. [redacted] claimed that she did not find the item, and it must be stolen. Although she had numerous opportunities, at no time did Ms. [redacted] notify us of the value of the missing artwork until the claims process. This artwork was not noted as a High Value item on the High Value Inventory. Ms. [redacted] also declined additional valuation coverage, instead accepting basic coverage of .60/pound on her goods.Ms. [redacted] accepted a settlement from our Mayflower Corporate office on September 10, 2015 for her relocation, that document is attached. This document states "Acceptance and negotiation of this check will serve as full and final settlement of any and all claims as itemized above in the settlement letter".

Consumer

Response:

It is a completely false statement made by Dircks Mayflower that Ms. [redacted] called back to say she found her artwork. She has never, ever said this .Who in the organization made this statement ? Transportation of Ms. [redacted] personal goods on a private vehicle was never discussed in advance or at any time as to why it was being done. It was only when a family member went out and saw Ms. [redacted] belongings already loaded on a personal truck and was ready to take off. Had someone not walked outside at that time, Ms. [redacted] would have never known that her belongings were about ready to leave her property without authorization. The explanation that was given by the driver was that the items were going back to Dircks storage facility so they can rearrange things on the truck. . We asked what was loaded on the personal truck and they said, don't worry, everything is there. By that time, the Dircks office was closed. There was no way to track these items that left on the truck other than a picture that was taken and forwarded to the Loss Prevention Manager . For Dircks to try and turn the situation around and make it look like a thoughtful gesture is just terrible. None of this would have happened if the truck went directly from Surprise Arizona to Houston Texas. In addition to the driver stopping off in Dallas, we were unaware that another load was picked up in Louisiana and replaced with the load that came off the truck in Dallas instead of putting Ms. [redacted] items in the truck . Instead her belongings were left on the outside of the moving van on the extension piece at the back of the van. The driver also falsified inventory sheets by redoing the inventory sheets to show that all items were received when they were not. Boxes were coming off the truck without inventory numbers. It was brought to the attention of the driver and the driver continued to say that everything was there and not to worry. When asked whether we should call Dircks in Phoenix to let them know what is going on, we were told not to worry everything is there and they were already closed for the weekend. We immediately contacted Dircks the following Monday regarding what had happened. Ms. [redacted] daughter did notify the loss prevention manager in addition to the sales person and his moving assistant. Also both owners , the Dircks brothers that own the company were contacted. One brother left a message that he couldn't help and goodbye and the other one we left 3 messages and never even received a call back. We also were referred to Mayflowers corporate offices and spoke with two people who tried to help but stated that these numerous problems were needing to be dealt with at Dircks, since they were all problems on a local level. Basically, no one wanted to take responsibility or own the multitude of problems that occurred throughout the move. The blame kept shifting back and forth.The loss prevention manager was immediately notified when the picture was noticed to be missing. There was no delay. The Loss prevention manager said she would first put a tracker on the item. Ms. [redacted] personally showed the item to the driver and he personally told her he would take care of packing it for her. She told him it was her favorite piece.. He assured her he would take care of it for her. It was initially mentioned to Ms. [redacted] that she would need her own truck for her move. When the truck arrived we were under the impression that the truck was empty. It was later discovered that there was already a load in the truck going to Dallas that looked to be occupying a third or more of the truck . When asked if Ms. [redacted] belongings will fit, we were assured by the driver that everything would fit in the truck. Ms. [redacted] could not afford the extra cost of extended protection of her belongings. She had already given Dircks Mayflower almost $ 11, 000 eleven thousand dollars for her move from her retirement savings and could not afford to pay any more. She entrusted Dircks Mayflower and was assured by all that her belongings would be safe and all be transported with care to her new location. She believed everyone with Dircks that her belongings would be handled with care and delivered to her new destination. She was even given a signed written commitment that said:To Our Valued Dircks Customer:While we are guests in your home, we are striving to exceed your expectations regarding the service you should expect from professional movers.IF AT ANY TIME, YOU FEEL WE ARE NOT MEETING YOUR EXPECTATIONS, PLEASE STOP US SO WE CAN RESOLVE THE PROBLEM IMMEDIATELY.Your concerns are important and your feedback ensures our improvement on your move and the moves of future customers. Than you again for being our customer.OUR NUMBER ONE GOAL IS TO ENSURE that you are completely satisfied with the service that we provided. Thank you for allowing us to provide the quality service you expected. Ms. [redacted] hired Dircks Mayflower because they said they were professional movers and would take care of her belongings. They promised to exceed her expectations, they did not. They promised to resolve the problem immediately, they did not. Her concerns were not important. She is not completely satisfied with the service. The loss prevention manager stated that she was still tracking the item after many conversations. Finally, she said to fill out a claim form. The loss prevention manager was told in the beginning that she could not afford additional insurance and was familiar with Ms. [redacted] situation. The LP manager said she was still tracking the item. Ms. [redacted] did not accept any settlement. She was sent an uncashed check. She called the LP manager back that the check was not acceptable. The LP manager referred her to Mayflower Corporate office. She only gets a small amount a month from her social security and was being forced out of her home at the time. In addition she was experiencing personal domestic safety concerns that added stress to her life at almost 80 years old. That trust was also broken when her destination was disclosed to outside parties that put her safety in danger. She was told that no one was ever allowed to discuss a move and the truck's destination to anyone. The driver disclosed this information to outside parties.Other items have gone missing and broken in her move that she has trouble dealing with. All she asks for is for her beloved picture back. At almost 80 years old, she doesn't believe she is asking any more than what was promised and expected to her. All she asks for is her picture back and the memories it holds. If that is not possible, the brothers of Dircks Mayflower needs to make things right for Ms. [redacted] and stand by their promise to her by compensating her for the stolen picture. Thank you.

Business

Response:

We wholeheartedly apologize for the issues that arose during Ms. [redacted] move. Dircks has revisited this move with all employees involved and actions have been taken to make sure issues like these never happen again. I have attached documentation from Ms. [redacted] move that show her accepting Basic Valuation ($.60/pound) and a High Value Inventory form where no items were included or identified by the customer as "extraordinary value". As stated in the High Value Inventory Form, "Failure to identify such articles will result in limited carrier liability."We will continue monitoring shipments and looking for the customers picture, but I would like to again promise that this item was not stolen by a Dircks Moving & Logistics employee. The settlement previously issued to Ms. [redacted] by our corporate office is the final settlement for any and all claims on the shipment.

Review: several items were lost or damaged during the move on 4-3-13. the claim to dircks as follows, 5 / 7 wool rug $600 denied, thomas kincaid plates 400 denied, crock pot $60, 2 decorated vases @100. the total claim was for $960 less ded of $250 for a balance of $710. dircks deniel of the rug and plates settlement of 0. the crock pot and vases were damaged or destroyed.Desired Settlement: the mising rug and plates were never found, these items were fairly new and we should be compensated for them along with the damaged vases and crock pot.

Business

Response:

Dircks Moving & Logistics strives to provide a high level of customer satisfaction. In the event of loss or damage, we move to bring fast resolution to those issues. It is regrettable that the customer's claim outcome was not more satisfactory to them. The claim issue was escalated to management for further review at the customer's request. The claim for the missing items (5x7 rug and 4 Thomas Kincade plates) was denied and remains denied, on the basis that this was a local move where the customer's belongings were loaded onto the truck and delivered to their new residence on the same day (04/03/13). There was also no report of loss at the time of delivery. When we (Dircks) were advised of the missing items on 04/15/13, we immediately initiated a trace to see if we were in possession of the items and each of the crew members involved in this relocation were interviewed to ascertain whether or not they had any knowledge of the missing items. Our trace efforts proved to be negative and the missing items were not located. With regard to the damaged vases ($100 claimed) and crock pot ($60 claimed), the total loss claimed ($160) was less than the deductible of $250 selected by the customer at the time of booking their move, hence no additional settlement funds were awarded with regard to those two items.

This is a GREAT company!! I had to relocate for business from Phoenix to Boston and it was a huge change for our family. It is just about as far away from Arizona as you can go within the U.S. That being said, [redacted] was AWESOME when she called for the phone survey to decide how much space we would need on the truck. Because I was already working in Massachusetts and the time is three hours off, it was difficult for us to connect. She gave me her personal cell phone number and told me that she would take my call after I got off work (which is three hours after she got off work). That small act showed me dedication and professionalism.

I was not present for the packing and loading of the truck but my wife said they did a fantastic job. She couldn't have been happier. We have moved on our own several times before but after this experience it was proven that money spent on a mover is well worth it! The headache and hassle of packing and moving can really take a toll on a family that relocates often.

Here we are now, a week or so since our belongings have arrived and not a single item was damaged, scratched, or lost. We love Dircks Moving and Logistics and we recommend them for all moving needs!

Review: We moved from Scottsdale to Fl. Our items were in storage in AZ for few months. We requested a delivery date of August 27. We were given a spread till sept 4. We spoke to company many times to request that items be there closer to 27th as we moved cross country & had nothing. We were promised earlier dates. Either Sept 2 or 3rd. No communication unless we call. When we never heard from driver we called and were told truck broke down in Az and they had no idea of when it would come. We are only entitled to 100 day. This barely covers hotel we have had to stay in. Now we are told today that it will be delivered middle of next week but no date given. We feel they took advantage of us by convincing us to store items there where they made a profit instead of Fl like we had wanted to. The salesman told us if I gave enough notice meaning month I could have our items around our move in date. We gave over 1 month and they still have not delivered our itemsDesired Settlement: We would like additional compensation for the aggravation & lack of communication on their part. Further we want our items delivered now so we can set up our new life.