East Coast Moving Inc

As we stated, if the customer feels that they were overcharged or if they were dissatisfied with the services they received, they can file a claim and let our 3rd party claims company review their evidence and make a determination We contacted CSI to initiate a claim file for the customers and they sent the customers login information and instructions on 11/**/(ten days ago today) The customer has not even expressed their need to file a claim, yet chooses to continue their complaintIf CSI determines that we overcharged the customers they will advise us and we will then compensate the customers for any inadvertant overages We would never engage in any illegal activities, especially extortion as accused by the customers The Binding Estimate is binding on both the customer and the carrier If any part of the move changes the price will then change accordingly. We regret that the customer continues their complaint instead of trying to reach an amicable resolution through filing a claim with CSI Should the customer decide to focus on resolving her concerns instead they may contact CSI at ###-###-#### Monday through Friday 9am-12pm and 1pm-5pm EST They can also email at [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Just to clarify, the day of the move the large sofa that was included in the move, when Keith came out to my apartment to give us a price on what the move was going to cost, was not included in the packing as I had sold the sofa There was an estimated number of boxes provided to Keith that would be part of the move and the number of boxes increased by about boxesThat was the only increase in items Again, since the large leather sofa was sold and not part of the packing then the extra boxes should not have increased the price by approximately $1,dollars Regarding the extra boxes that were dropped off after the fact, we discussed this with Adam on the phone the day movers were at my NJ apartmentAdam informed us we can drop off the additional boxes to their NJ location, then when the time came to drop off the boxes his story changed- he informed us that we would have to drop off the boxes to the New York location and we would only be allowed to drop off boxesHe was supposed to contact us on Friday with a time as to when we can drop off the boxes, and didn't contact us until Sunday morning informing us that we can drop off the boxes that Sunday before a certain time so whatever plans we had for that day had to be cancelled due to Adam getting back to us the day he wanted us to drop off the boxes.Yes, my mother did call the office but she was not politely spoken toMy Mom spoke with a lady that answered the phone and asked to speak with Adam's supervisorIn the end, the lady told my Mom that they were not going to pay for the missed day of work, the claim forms were emailed, and they do not need to speak to her because her name is not on the paperwork, and hung the phone up on herEven though they have been speaking with my Mom throughout this whole moving process. We have the claim form and I will continue to unpack and will file the claim for the damage items, and missing items as wellI am displeased with the service and would not recommend this company to anyone
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Delivery was accommodated exactly when she wanted it moving company and customer reached amicable resolution and I believe all parties are satisfied at this current phase

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services. When creating an estimate we are completely dependent upon the customer to supply complete
information about their inventory list and the services they will need for their moveThe customers requested an estimate which consisted of pieces to be packed and shipped. The pieces were estimated to occupy approximately cubic feet of volume. This is the amount of space that we reserved to “house” the customer’s shipment in the tractor trailer and warehouse if needed However, upon arrival to the origin the customer now requested that we pack and ship many additional items that were not included on the estimate. The total number of pieces that were packed and shipped were pieces. That is additional pieces we had to accommodate for the “housing” and transport of her shipment. As with any business, if you require additional services then you will also be charged for the additional services. The increase in the inventory resulted in an increase in the volume and the price changed. Payment: The collection of charges and the methods of payments accepted are addressed on the original estimate. It states: A deposit is required at the time of booking to schedule your move. In can be in form of credit card (deposits only), personal check mailed to our office, or cash……70% of the total balance is due upon pickup via cash, personal check, cashier’s check, bank check, or money order. The remaining balance is due at delivery via CASH OR POSTAL MONEY ORDER ONLY… The movers were not trying to extort the customer, they were merely collecting the payment as required and as agreed to by the customer as detailed on the original estimate Subcontractor: Movers are allowed to have interlining agents. This is not a sub-contractor. Interlining agents are moving companies with whom we have a working relationship with and we utilize their services to assist with meeting the scheduling requests of customers for either pickup or delivery. No, the job is not sold to some random person to do. This is definitely not the case. We have reported the customer’s concerns that there was only one driver who called “friends” to help unload. This is not how we would agree to operate our company. This matter will be addressed by management directly with our agent Reassembly: We disassemble and reassemble basic items only. This, too was explained to the customer and it is detailed in the original estimate We would like to encourage our customer to file a claim for her concerns that she has noted in this complaintWe have contacted CSI our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by law. The customer was sent login information on 11/**/in order to file a claim online and up to date no claim has been received. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and service complaints. All the above can and must be compensated through the claims process as required by federal regulations. We regret our customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims process. We regret that the customer found it necessary to file a complaint, but we trust that the above explanation enables them to better understand our position in this matter

We are sorry to hear that the client isn't satisfied with serviceClient changed item list multiple times prior to reserving her move and she was always provided with updated pricing in writing for her reviewThe final price of the move is confirmed on the day of the move and based
on what the client actually movesThere was additional packing done that contributed to the price changeClient had option to take less items on the day of the move and chose not toClient also brought additional boxes to our storage facility after her items were picked up and these additional items were shipped at no additional cost to her Adam is a dispatcher that works in the office and provides windows for delivery to the clientsWe always inform the client that because the driver will have possession of the items they will be the ones to reconfirm the delivery with the clientClient informed us there was some damage to her items and she was immediately sent a claim form so she can submit for a claimHer mother called and confirmed the claim form was received and asked for restitution for the loss of pay and she was politely told we will not compensate for that but will gladly compensate her once claim is filed

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our servicesDelivery: Per our Estimate and Bill of Lading governing this move, we have up to business days from our
first available date to deliver the shipment However, we did try to deliver the shipment a lot sooner but the customer was unable to accept her delivery. We cannot just stop a truck route so we were forced to decide whether to A) put the shipment into storage- which the storage fees would accumulate and the customer would be responsible for paying them. Also, we would have to charge a re-delivery fee. Or …… B) we could reach out to our affiliate moving company to see if they would be willing to deliver the shipment without as many complications for the customer- this relationship between moving companies is called ‘interlining carrier’ agreement. We chose the option that we THOUGHT would best accommodate the customer. We did not anticipate for the other carrier to endure troubles delivering the shipment. Although we work very hard to meet our customer’s requested piand delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictableWe have contacted CSI our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by law. The customer was sent login information on 12/**/in order to file a claim online and up to date no claim has been receivedSince this move was an interstate move it is governed by federal regulations which allows up to days for the processing of the claim. We regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims processFor further assistance with filing claims the customer may contact CSI directly at ###-###-#### or via email at ***. Please provide Claim ID *** when contacting CSI

We would like to put this matter to rest because we agree the back and forth isn't getting us anywhere.The final price for the move is based on the total volume shipment takes up on the truck at time of the moveClient shipment was covered by insurance and she needs to submit a claim immediatelyShe was given the direct contact information to the claim department because they are a third party companyOnce the claim department renders there decision we will compensate client accordingly.We provide short term storage in our facilities where space is available at no additional cost to client regardless of the location of the facility.The client's mother has been belligerent with our staff on multiple occasions which made the move stressful for all parties involved.We wish the circumstances regarding the move had worked out better and we will admit there was some fault on our end that we take full responsibility for and there is also blame on the client's end that she refuses to take responsibility for.Please submit your claim so we can compensate you and these circumstances will also be taken into consideration in regards to compensation.We wish the client nothing but the best

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Obviously this is getting no where with the back and forth responses. I accept that the company will not be reimbursing me for my missed day of work and will be filing a claim for the damaged items. I however do not agree with the information noted in the company's response. I DID NOT change my item list on multiple occasions. I sold my leather couch prior to them picking up my items so the couch was no longer part of the items that needed to be moved. Prior to them coming out to the house to pick up the items, it was communicated to Adam that the number of boxes given when the estimate was written was a projected number and it may be more or less. The day of the move there were about boxes added, and the boxes were not packed to capacity where they were extremely heavy so again this should not have increased the cost by over $1,000. I recently read an article in the AARP Bulletin entitled "Moving-Day Cons, Avoid Rip-offs While Relocating" and it talks about watching out for rogue movers who get your business with bargain-price estimates, and I believe this is exactly what happened dealing with this company. We had another company in mind that we were going to go with, but decided to go with them because of the lower priced estimate that they provided to us but the day of the move the price increased by over $1,000. As for transporting the additional boxes, the day of the move we spoke with Adam on the phone while the movers were at my apartment and we were told we could drop the boxes off to their NJ or NY location and when it was time to drop off the additional boxes we were told there was no NJ location to drop the boxes off to and we would have to bring them to NY. My Mom made all of the arrangements with Adam. He was supposed to get back to her with a day and time to bring over the boxes on a Saturday and never got back to her. She continued to reach out to him via email and phone calls to the business and he eventually responded to her the Sunday, the day he told us to bring the additional boxes to NY. Whatever plans we had for that Sunday had to be cancelled because Adam took his time in responding and we had to get the additional boxes over to him the day that he responded to my Mom's inquiries. Because Adam's story kept changing my Mom decided to communicate with him in writing via email, so she has several emails with the communications that took place. As for the employee not being the rep who reserved the move, my Mom had called the company several times and when Adam wasn't available she spoke with a lady, and it may have been a different lady every time she called or the same lady, and they provided information to her and none of them ever said to her that they couldn't discuss the move because her name was not on the contract. My Mom called and asked to speak with Adam's supervisor and the lady asked her what it was about. My Mom started explaining what it was about and the lady stated they will not be paying for me missing a day of work. My Mom was upset about the way the whole move was handled and stated her opinion. Yes, my Mom did say that if she was not able to speak with Adam's supervisor then she would file a claim with the Revdex.com based on the unprofessional way business was conducted with the move. Another example, Adam told us my items would be stored in the NY facility and the additional boxes would be added to my things and then transported to Georgia. Well, we later found out that my items were shipped to Georgia and were not being stored in NY. It was never communicated to us that the items would be transported to Georgia early, so the additional boxes were transported separately. My Mom did not hang up the phone on their employee, she instead hung up the phone on my Mom after stating she did not need to speak with her because her name was not on the contract.Regarding the day that the items were going to be delivered, Adam previously communicated to us that the items would be delivered on the weekend or after I got off work at 5pm. My Mom even put this in an email to Adam to confirm that it would not interfere with my work because I was just starting out with the company. Adam did not keep his word and obviously didn't care that I had to miss a day of work at my new job after being there for less than a week. I understand that I will not be reimbursed for missing the day, but the stress of having to deal with Adam and this company was more than I signed up for. I've stated what I encountered dealing with this company and will bite the bullet and pay the higher cost with a more reputable moving company if I ever have to move again in the future than have to deal with a company that gives you a low ball estimate and then drastically increase their price the day of the move, and change their stories about what they are going to do the whole time along the way. In the end, lesson learned!! An interesting stat I also read in the AARP Bulletin is that about 3,complaints were filed last year by people who hired interstate movers (out of 800,such moves), a percent increase since 2014. Again, like I said lesson learn. You get what you pay for. If there's ever a next time, we will do more research and go with a more reputable company. We are working on submitting the claim form for the damage items.]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint
ID# ***, and have determined that my complaint has NOT been resolved because:
Imove ultimately delivered my furniture on Sunday evening August *** at 8:30PM. 4-days after promised and not ideal in the evening, but we were just finally happy to accept our furniture for deliveryThey overcharged me from my original quote and did not live up to their delivery agreement of Aug ***/*** I would say “Caveat Emptor” - be prepared for not dealing with a reputable company. Adam and Tiffany did their best, but unfortunately in this situation, it was not good enough. We still tipped the drivers very well, since it truly was not their fault Regards, *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The response from the business does not admit fault or attempt to resolve the issue I am in receipt of the claims information, but I refuse to use a third party claims adjuster that is paid for by the business to evaluate and have last word on my claim They are not impartial, despite what they say I have sued the business in small claims court instead If the business would like to reach an out of court settlement, they may contact me directly Otherwise as mentioned to them, we will see them in court Given the numerous Yelp reviews that describe the same pattern of fraudulent behavior from other customers, I believe we will prevail Thank you.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

- The business states that our ultimate amount of goods to be moved exceeded the estimate.  Representatives from the business came to our home and spent time in our home inventorying every item that was too be moved.  They are experts in estimating space and cubic footage.  Not us.  After they provided us with a BINDING estimate, we actually threw away and donated many items.  In fact, we corresponded with the business to say that our inventory was reduced and we received an adjusted estimate.  It was only after we contracted with the business and after they started moving our items onto the truck that they told us that our inventory was substantially higher than what they had estimated.  Our binding estimate was for 675 cubic feet.  The final estimate was approximately 950 cubic feet. How could they get the estimate so wrong? And why should we, the customer, bear that risk? We did not add stuff to our move.  It is clear from recent [redacted] reviews (see the attached) that the company underestimates the quotations to get business, then once in the process of moving their customers (when the customer has no leverage but to agree), tells the customers that they owe more.  This just can't be a coincidence but rather a practice of extortion and fraud.  - with respect to reassembly, representatives of the business sold us the "gold service" - which is advertised as "unwrap, unpack and re-assemble ALL YOUR ITEMS" (see attached advertisement).  This was not sold to us as unwrapping and reassembling basic items - which is what every mover does.  This was supposed to be extra service.  We paid extra (6 cents v. 2 cents per cubc feet) for this extra service, which was not provided. They were also supposed to discard all moving materials.  They did not do this.  We were not left with a "clean, organized new home" as advertised.- We did receive a claims login from CSI.  We did not agree to this method of claims adjustment.  Nowhere on the bill of lading is this agency listed.  We have decided to sue the business in small claims court.   
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]