DunMar Moving Systems

Dunmar Moving systems was a great choice for our out of state move. They were very generous with used boxes for us to use. The crew showed up on time and were very knowledgable and professional. They worked non-stop to load the truck for the move south.
The truck arrived at our new location on the specified day. We had no damage to any of our household goods. The care they gave to our furniture both before the move and the unloading was noted and very appreciated. The lead, Nick, was just super!

Review: Following are some of our concerns:

1. The sales representative did not honor an important commitment of being at our home on the morning of packing and loading.

2. The packers placed several expensive items such as original antique Tiffany lamp bases together with household items.

3. At the end of the loading day one of the bathroom doors was closed, the fan was running, and the light was on. Upon opening the door, we found the toilet plugged to the brim with water and feces. Dunmar fixed the problem but sent us an invoice for $170 that was finally refunded after weeks of phone calls, explanations, etc.

4. When packing, Dunmar placed several smaller items by themselves in full sized plain packing paper and then placed the item in a box with other larger items. This paper was also used to pack large items, crumpled to protect one item from another and to stabilize the larger items. Unfortunately, some of these smaller items are still missing or were stolen.

5. We purchased lunch, cold drinks, water, etc. and tipped about $75 per person. Afterward, we found beer and food stolen from the garage refrigerator.

6. We filed an insurance claim on 4 items. All were rejected. We did not file a claim on several other damaged items including: 1) scratched walls and floors to both houses; 2) broken items that we either discarded or repaired; 3) two recently purchased leather chairs that were turned upside down in the container that resulted in stretch marks; 4) pulls or stretches to a two Persian area rugs that were bent in the storage container; 5) several bent candles on two expensive brass chandeliers; and 6) several missing items.

7. We filed a claim for a [redacted] disc player that must have been dropped or mishandled; it had no external damage. Dunmar responded by saying that “the carrier does not accept liability for such sensitive pieces of electronic equipment without evidence (i.e. external damage) of physical mishandling.” Why didn’t they identify this before packing as we could have moved it ourselves and why did we pay so hefty insurance premiums?

Dunmar wasn’t very professional. As for our claim, a good friend and attorney said: “it is difficult to receive insurance payment from them as they know the system. To win in court you need to prove 1) negligence; 2) damages; and 3) causation. These three tests are hard to prove are costly and you are just out luck”.Desired Settlement: File a performance complaint.

Business

Response:

[redacted] is an email, where Mr. [redacted] concerns were addressed on 6/23/16. In addition, our sales manager responded to a similar complaint/review that Mr. [redacted] posted on [redacted].

Review: I contracted them to pack my house in VA, store, and deliver to NC. I paid for full replacement value insurance coverage. They damaged a washer as evidenced by pictures. They refused to allow their insurance inspector to alter his report when he forgot to include the pictures. They did not deliver the shelves to my refrigerator. This was discovered awhile after the move because it was the "spare" and needed cleaning by them They said 2 claims were not allowed and nothing was reported missing on day of delivery. They wrapped a table in furniture pads which left fuzz on the table. They consider this an inherent risk. When I also noticed the table was damaged they said I could not file a 2nd claim on the table.Desired Settlement: I want to be reimbursed for the replacement and/or repair costs for the 3 damaged items as per our contract.

$962 to replace the damaged washer.

$250 for the table.

$570 to buy new shelves for my refrigerator.

Business

Response:

Ms. [redacted] claim was initially filed directly with [redacted], for whom Dunmar is an agent. [redacted] settled the interstate portion of the claim and referred the balance of the items, deemed to be storage liability, back to Dunmar for settlement. Dunmar used the inspection report that had been obtained by [redacted], as the repair service sent by [redacted] had viewed all of the items being claimed by the customer. The inspection of the washer specifically states that no external damage was noted. Therefore, the claim for the washer was denied, based on this report. This item was actually addressed by [redacted], as part of the interstate portion of the claim. When Ms. [redacted] attempted to file the same claim for the washer with Dunmar, we simply reiterated Allied's position. Dunmar, nor [redacted], were ever contacted by the inspector to indicate that an error had been made. While supplemental claims are certainly allowed, an item that has already been inspected will not be reconsidered for additional damage. The damage claimed on the table would have been visible at the time of the original inspection and, yet, was not seen by the repair service. The denial of the fuzzy residue on the table was made because this was not transit-related damage. Rather, the product that the customer had used to secure photos to the table, was the cause of the pad sticking to the surface. This was beyond the carrier's control. [redacted] (Dunmar) does have a policy regarding missing items. The policy is that, any missing items must be noted at the time of delivery. The customer signed that everything had been received. Unfortunately, we cannot consider a claim for missing items, months after delivery, when the customer has indicated that all items were received. No additional settlement is due to the customer.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

With regards to the washer they did not contact the "inspector/adjuster". The adjuster was at my house multiple times and admitted to me he had forgotten to include the picture and told me multiple times he had resubmitted the picture showing the damage.Table: The blue fuzz was visible on the table from 10-15 feet away. It's quite obvious. The inspector/adjuster did NOT carefully inspect the table the first time. Had I known about their policy I would have made sure to look over each minute inch of the table. Refrigerator: The refrigerator was NOT tagged at all. So why would I assume the shelves had been tagged and did not show up? I have 2 different sets of numbers. One from the packing/loading and one from the delivery. How was I supposed to verify I got everything when they CHANGED the numbers on half of the shipment?! In addition, their inspector/adjuster inspected the refrigerator and never noted that the shelves were missing - even when he took all of the tape off. The tape all over the refrigerator appeared to be holding the shelves together. It is quite obvious that Dunmar's investigator was acting on their behalf and not mine. He was looking at specifically what I said was wrong and did not fully inspect the items for further damage that might have been overlooked the first time because the original damage was obvious.

Regards,

I have only praise for the service provided by DunMar Moving Systems. From the first meeting with Donna to the departure of Nick and his team, everything went well. There was open communication throughout the process. Everything arrived without a scratch. Great work!

Review: I hired Dunmar moving systems to move to a retntal home to sell our house. The rental home is about 2 to 3 miles from our original house. The contract I signed was for approximatly $1,381.50. He said they do pricing by weight. On the day of the move it took 12 hours to move. At the end of the move they charged me over $2,000.00. They said it took a lot longer than expected???? At this point I was exhausted and frozen so I just paid it. I felt sorry for the workers so I paid for a catered lunch and tipped them well because it was very cold and snowing. I also made them hot coffee and drinks all day. If I would of known they were going to overcharge me I probanly wouldnt have tipped the workers or bought their lunch, when I left our old house we waited forever until they arrived, I had to call a couple times to see where they were. I also had about $80 to 100.00 of change stolen and items were damaged. What is the use of getting an estimate when they can charge you anything????? My husband was hospitalized during this time. I feel I was taken advantag of. I should have paid what the contract stated. I guess I didn't know better.Desired Settlement: I want a refund of the overcharge.

Business

Response:

We certainly regret that Ms. [redacted] was not completely satisfied with her relocation experience with Dunmar, but do not feel that she is entitled to the refund which has been requested. The customer was given a non-binding estimate and the charges were calculated by the hour, not by the weight. The estimated weight was used in determing how long the salesperson thought the job would take. However, there are variables which sometimes cause a move to take longer than originally estimated. The customer is made aware, prior to the move, that the final charges are based on actual hours and services. A claim form has been sent to Ms. [redacted] to address any damage which may have occurred during her move. As soon as that is submitted to us, we will be in a position to proceed with any settlement which may be due for the claimed items. We do not accept bank bills, coins or currency for shipment. Therefore, any allegations of theft of such, would become a matter for the local authorities. We would certainly cooperate with any investigation into this allegation and would make our employees available for any related questioning. We believe that the charges which were collected represent payment for services received. Sincerely,[redacted], V.P./Customer ServiceDunmar Moving Systems

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

They don't think they owe me anything!!! I specifically asked when I got the estimate that there would be no other charges and was told there would be no extra charges. The move was a nightmare and would never use them again. They are a bunch of crooks and totally took advantage of me. RUN from this company!!!!'

We had a very pleasant experience with all representatives of Dunmar Moving Systems. Very professional, customer focused, and experienced team!
Special thanks to our sales consultant Jennifer J[redacted], Move Coordinator, Amy W[redacted], and our move team .
We could not have done it without each of them!

Review: The first part of May 2013, and after receiving an estimate to move my furniture from Richmond VA to Bradenton, FL, I signed a contract with Dunmar/ [redacted] and attached a $400.00 check for a down payment to pickup my furniture on May 24, 2013 and deliver them to my address in Bradenton, FL on June 1st. When they picked up my furniture they said that the contract was for delivery sometime from June 1 to June 5th and it would be June 5th when they would deliver it. I was not happy since I was led to believe it would be the 1st, but said ok since I had to move. I was also told that they could not get a 70 foot truck into my condo parking lot so they would load a smaller truck and reload it onto the 70 foot truck and it would cost me an additional $379.00 to reload which he put in the contract.On June 4th I called Dunmar ([redacted]) to ask what time would they be there since I had not heard anything since May 24th when they picked up my furniture. [redacted] (from Dunmar) said he would check and later he called me back. He said that the [redacted] truck that was to pickup my furniture from their wear house never came and the truck was found in Tennessee and the Driver had gone a wall - not to be found. NOTE: I have a Baby Grand piano along with my furniture that I did not want stored in a warehouse for fear of dampness that can destroy the sound of my piano.[redacted] said he would put my furniture on a Dunmar truck but he couldn't get it to me until June 13, 2013.In other words, 20 days they would have my furniture and I was expected to survive in an empty apartment until the 13th. [redacted] said for me to call customer service at [redacted]. So I did any they could care less...They ([redacted]) just stated their rules and what portion they would consider after I pay for everything and send them receipts. And, since I was in an apartment, they would not pay for my meals but would pay a small amount for pots and pan for me to cook. This was unacceptable!Desired Settlement: Since [redacted] and Dunmar failed to keep their contract with me, and could care less that they had held my belongings hostage for days and caused me, a 72 year old, stress and discomfort with limited funds, I think they should give a large financial discount on this nightmare move and reimburse me for my expenses from June 5th until I receive my furniture. I am keeping my fingers crossed that all my stuff will be delivered and nothing damaged.....[redacted]

Business

Response:

I spoke with [redacted], President with Dunmar (working with [redacted]). [redacted] offered to pay for a reasonable hotel each night and to reimburse for inconvenience expenses (food, pots and pans etc) with receipts. Dunmar overnighted a [redacted] check to the consumer to help with living expenses.

Dunmar is going to work with [redacted]'s delay claim process. [redacted] requires consumer to send in receipts for everything they spent during the delay. Dunmar offered a flat per day amount of [redacted] per day so what receipts the consumer sent in if they did not reach [redacted] per day they matched amount to bring total per day to [redacted]. After this total they are going to deduct the original [redacted].

Great professional, cheerful team of Anthony J[redacted], Duanne, Vance and Nick for my move. I would highly recommend this team for your move. I would use them again in a heartbeat!
P. H[redacted]

Great experience with all departments. Move was painless and no stress. They took care of everything!