We reached out to the manager of the storage unit several times but never received a call back. We were told to check with the helpers per the client and all the helpers told us the same thing, that the driver behaved well. Tensions and emotions were high and the helpers also informed us this seemed...
to be the main reason for the issues faced. We have already offered a refund for their trouble but it was turned down. We recommended arbitration from there.
We will stick with our original response. Many times we add tape to boxes we pick up either due to improper packaging by the customer or because they begin to collapse or need reinforcement. If a thief truly wanted to go through a customer's boxes and look for valuables why on earth would they ever use different colored tape and cut them open? It doesn't make any sense. We also have the recorded called, we never said "prove it" but rather explained to the customer that without some sort of evidence on our side there is nothing we can do. We cannot begin firing employees and refunding money without evidence. We also explained to the customer that he may and should file a police report, that way if this is true they can help us to prove it. The customer failed to include any extraordinary valued items on the sheet he signed at pickup requesting that information, but instead wrote "N/A". Then he claims he had extraordinary valued items on his load. At this point we cannot offer this customer anything. If he would like to move to arbitration we are prepared to do so.
Our employees informed the client on Saturday (when he called) that we could indeed supply full value protection on his move but because a manager was not available on the weekends, and we require one to sign off on this, we must wait until Monday to add it. He called several times the next day...
(Sunday) as well. Once again everyone he spoke to told him he could contact unpackt, check with a third-party insurer, or wait until Monday when management as in the office. We told him several times we would be happy to add full value protection but that it must wait for Monday to do so. We are not sure what the main issue is here but we are sorry that management is not available on the weekends. This client booked through a service unpackt and had no contact from Eden's prior to him calling and requesting full value protection. He is no longer scheduled to be moved by us and we would like to dismiss this complaint as it seems a missunderstanding and he is not our customer.
Complaint: [redacted]
I am rejecting this response because:As of today, Eden's moving still hasn't resolved this issue. I have heard nothing since last week, February 8, when I received an email from Gary G[redacted] stating that Eden's has asked CSI to reprocess my claim. This matter has been going on since October, over 4 months. I am hesitant to say their response is acceptable as their words are just promises until I receive payment for the damage done to my home. Thank you very much for your continued assistance and monitoring of my complaint. Without your help, I don't believe Eden's would have done anything about this.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:We are still waiting for a completed invoice from the company that correctly reflects all the payments we made.
Sincerely,
[redacted]
We will be contacting this client tomorrow to offer some compensation. The packing material overcharge was refunded on 8/10/17 to the client's card. The stair fee was due to a misunderstanding with our driver, which we corrected immediately. As for the invoice, a final one was emailed on 8/16/17, but to make sure the client receives it I just emailed another one. We cannot refund the deposit but will offer the client some compensation for the damaged items.
[redacted],As I explained to you in the voicemail I reached out to the claim service CSI and explained to them that we need to move forward with your claim. Following...
is the email I sent them after I spoke ith them on the phone:"Kristy,The damage at the delivery for our customer [redacted] was reported to us and acknowledged with the customer. Our delivery foreman should have noted the damage on the inventory sheets but failed to do so. Please move forward with processing the claim for the damage to the home. Thank you.Gary G[redacted] " I reached out to CSI and asked them to move forward with your move. I explained that our mover should have noted on the paperwork the damages, and told CSI that we did indeed acknowledge the damages at delivery. This has been cleared up and CSI is re-processing your claim. Please allow them some time to process this and reach back to you.
Hello [redacted],I'm sorry you feel your experience was so terrible. I assure you we do everything we can to make all moves go as smoothly as possible, it's very unfortunate was not that way. You mentioned in your review that we promised to pay to repair the china cabinet, but when I spoke with you,...
you now want it completely replaced it sounds like. As far as the settlement that was originally offered to you from [redacted], that just goes by the $0.60 per lb. rule, so they'll only cover amounts per that. There's nothing we can do to change [redacted]'s settlement unfortunately. I know it's a very long process, but we're not trying to keep this going for so long on purpose, we'd like to get this settled for you as well. Which is why we tried to offer you the $300, I know you mentioned the cabinet is worth about $1500, but $300 should be able to at least cover costs of repairs for that I would think. I apologize of the unprofessionalism of the workers. We don't hire workers who are completely untrained, I'm sorry you feel this way. I don't know why they weren't more careful with your things, but it does seem they were all packed by you so we can only be liable for so much of that. We would like to work something out with you, we cannot just give you $1500 unfortunately. Please let us know if you would like to agree to settle with us.Sincerely,[redacted]Customer ServiceEden's Moving Services
Complaint: [redacted]
I am rejecting this response because:I have contacted Edens again. I was told by one person after sending them 10 pages of handwritten explanations of my missing items- approx 5 boxes- not to mention some of the damages, and then there is the misdelivered furniture and a few more boxes that were also misdelivered- that they never received my information. I was told that they moved a\warehouses and possiibly they went to the wrong address. I have the receipt from the post office that I did mail it and it was delivered. The last time I spoke to a third lady in customer service, she said YES, they had received my 10 pages. I asked her to send me the forms again, since the 2nd lady ([redacted]-I believe) never sent them to me as promised. I am still waitiing for the forms from [redacted] ( the 3rd gal I spoke to in Customer Service.I also think a mention was made as to why I never told the driver I was missing my furniture. I ABSOLUTELY TOLD '[redacted]" THAT I WAS MISSING FURNITURE THAT WAS TO BE DELIVERED TO VEGAS (ALL 4 TABLES IN FAM. RM. AND THE LEATHER TABLE IN STUDY, AND THE DAY BED, AND THE REST OF THE MATCHING WHITE FURNITURE FROM MY DAUGHTERS ROOM (RCVD. 6 OF 8 WHITE PIECES) 4 OAK KITCHEN CHAIRS IN BASEMENT). I HAVE 2 WITNESSES THAT WERE THERE. [redacted] told me he was not unpacking the truck because edens pput another lady's load in between my Vegas and Califoornia homes. He then gave me a song and dance that yea, the lady from Santa Monica had a freezer that was stored and had frozen food in it-which was not allowed and it was stinking- I didnt care about his story. I wanted my furniture delivered where I had storage room. I had just emptied aan entire 3rd garage so I had room for those special pieces. Some were to go to my daughter that lives in Vegas, however the load was to be only delivered to my address in Vegas. Back to the stolen items ( and I am 99.9% sure that was the case)...I must have had easiy over a hundred boxes, but the 5 most important ones that had my cherished items) which were labeled with the contents) are the 5 missing ones. I have filed a police report with Arapahoe County Police. I explained to the Cust. Serv. lady names [redacted] that on moving day there were at least 6 guys there. They brought 2 large moving vans and then a 3rd larrge white van showed up and stayed there all day. When the lead packer/mover would ask me where does this one go...I would tell him. I trusted that after I told him he listened and followed through. I also advised him of the special boxes that were VAUABLE to me.....Funny-they never made it to the truck, but I am guessing they made it on the big white van. The lead packer also asked me if he could have my box spring and I said YES, but that box spring did not fo on the w big trucks...but must have gone with the van. I also had some tools in the basement that the movers packed and, guess what....they didn't arrive here either.....I dont care about those thinks, but the tapestry and the jewelry boxes and the recordos and the platter/plate from Italy, and my childrens grad pics in the same box, and oother frames pics and the 8 silver wine goblets, and my grandmothers mesh purses over 100 yrs old (3) , and the fruit dishes that were hanging on the walls......I want them back. I advised Edens Lead packer of each box and most of them had labels and contents written.....5 boxes arrived with no labels or names that were mine, and a 6th box was labeled with my name and it had one golf ball inside. I packed a full box and found the golf ball and threw it in the box, and someone had gone through it and retaped it with only the gold ball. The Edens packer and labelers were careless.YES....THEY STOLE EVERYTHING THAT I OWNED THAT WAS REALLAY VALUABLE AND IMPORTANT TO ME. And I am quite upset that the Revdex.com seems to only believe EDENS. They still have my vacuum in Denver and they lost the ironong board that was written on the list (with no tag numbers-because someone forgot to put labels on them).If you want to do a SERVICE TO OTHER CONSUSMERS IN THE DENVER AREA- THEN YOU NEED TO ADVISE PEOPLE THAT EDENS EMPLOYEES HAVE ABSOLUTELY STOLEN MORE THAN 5 BOXES FROM ME.) Tell them not to have EDENS store your items and have about 10 people standing next to each of their employees and reconfirm all the instructions. It is probably okay if they pick up and deliver the same day or next day in the same town, but do not let EDENS combine your load, or give them the oportunity to store your treasures. Edens labels items as box or plastic bin.....so they fill up the white van that does not go back to the warehouse, but too their private homes-possibly. ABSOLUTELY THEY STOLE THOSE THINGS THAT WERE NEAR AND DEAR TO ME...THINGS FROM MY GRANDMOTHER, MOTHER, AND DECEASED HUSBAND, ALONG WITH GIFTS FROM MY KIDS. SO Revdex.com DO YOUR JOB AND ADVISE CONSUMERS...... I HADNT HAD PROFESSIONAL MOVERS BEFORE AND I AM SURE THOSE EMPLOYEES WILL ROB OTHERSS LIKE THEY DID TOO ME![redacted] I was at fault because I itemized/labeled what was inside my very special boxes-too much information for the movers_. I wish I would have labeled them old rags/ old linens, etc.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:You stupid MN, You made my credit card number public. You stupid MN. You must some common sense of blocking that out before attaching here. Now I need to cancel that card and update all my automatic payments. What an MN you are.You simply can't get any more than 300CC out of a unit of size 5 x 10 x 6. That is simple math/physics. As you say "He must have measured". No. Deal with FACTS. I'm telling you he didn't.I spent inordinate amout of time with no resolution. I will escalate this to [redacted] regulations.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because Eden's response is factually untrue. My original note listed the exact sequence of events as well as supplied the names of the Eden employees who were intentionally unhelpful including lying about what they're required to provide customers by law. If Revdex.com asked for the customer service call records & recordings it would verify the actual sequence of events. Here's the full sequence of events as described in my original complaint:I booked a move with [redacted] on June 1st and was subsequently connected with Eden’s Moving & Storage for my move from [redacted] to [redacted]. I am extremely dissatisfied with how the mover and [redacted] have handled my move thus far. Given the fact that I was moving some expensive furniture, I wanted to obtain full value protection for my move per the federal guidelines for interstate movers - [redacted] which [redacted] also specifies in their move checklist [redacted]. Based on this, I asked Eden’s Moving on June 6th to give me a quote for Full Value Protection. The mover declined to help me and instead directed me to my homeowners insurance and a couple of 3rd party insurance companies. I indicated at the time that I was not interested in buying 3rd party coverage and instead wanted the mover provided full value protection - as is my right by law - since that was the option I needed. The representative said that he would be back in touch with me the following day. I did not hear back from him after that. I then contacted Eden’s again on June 10th 2017 to ask for the Full Value Coverage. I first spoke to [redacted] in customer service who said that it was not something that they could do, and was directed again to 3rd party insurance companies. This didn’t make sense to me and I subsequently spoke to several individuals at Eden’s sales department – [redacted] & [redacted] who reiterated that they could not provide full value protection, denied that it was required of them by law, and stated that as movers they did not sell insurance and directed me to the 3rd party firms. They also lied that they had no ability to look at my move given that I had booked through [redacted] (while [redacted] and the initial representative clearly had access to my move details), and were overall extremely rude and unhelpful. I made it clear at this time that if I was not able to buy the full value protection that I would cancel the move. Following this, I tried reaching [redacted] multiple times to resolve the matter including sending an email on June 10th – but got no response. On June 11th, I called [redacted] to explain the situation and spoke to someone in customer support. To my great surprise, [redacted] basically reiterated what the mover said which was that the mover did not need to offer full value protection – which as mentioned earlier was a complete untruth, and that I needed to buy 3rd party insurance. I tried to explain to the agent that both the FMCSA and their own moving guidelines state something quite different but she became increasingly hostile and condescending – and eventually said that I needed to speak to Eden for any resolution. Apparently [redacted] sees their only role as being the interface to the mover, and then takes no responsibility when the mover that they connected me to is behaving unprofessionally and not providing the service and the product that I need. In any case I tried to resolve with Eden’s again – this time speaking to an agent called [redacted] said that because I had packing included, I should be able to get the full value protection, but that he needed a manager’s sign off. I called an hour later – [redacted] said that he could not confirm it given it was a holiday and he couldn’t get a hold of anyone. I called again after some time and spoke to another agent called [redacted] – who basically gave the Eden party line. He knew nothing, could not look up my move, I need to speak to [redacted], he didn’t care if I moved or not – there was nothing he could do. Etc. At this point, having no confirmation from Edens or [redacted] and no customer service of any kind, we decided the best thing to do would be to cancel the move altogether. This was an incredible waste of time from beginning to the end and I am astounded at how bad the experience was for me as a customer. I can only imagine how poorly they deal with when someone has a claim or something difficult with their move. Thanks,[redacted]
Initial Business Response /* (1000, 6, 2015/11/03) */
With all the respect to Mr. [redacted], We have gathered some info from the driver and here is our findings!
1. When driver called the customer he told him that he is a bit late as he is going to get help from a local agent, the customer told him...
not to mind about it and come straight over as he has his own guys that are willing to help. when arriving to the residence it appear that a tractor trailer cannot even fit in there and a shuttle service is needed. Since customer refused to pay shuttle service and wanted to use his own pickup just to save the money. The driver agreed and actually saved the customer over a $1000.00 just by doing that! it is true that we are still willing to pay back for labor time per normal labor rates of $15.00 per hour per person, the delivery took no more than 6 hours! we are willing to reimburse Mr. [redacted] $90 per each person which is $540.00 in total ... we are at Edens moving services feel that we tried to assist the customer in saving money by using his own guys as he requested and now getting complaint about it after the fact! If customer would have said something at the day of the move at least we had the chance to revert and to bring our own people and do the shuttle service ourselves! but that of course would have cost more to customer!
Initial Consumer Rebuttal /* (2000, 8, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Their statements are not all factual, but if they reimburse the amount stated to the credit card I will accept the response.
Complaint: [redacted]
I am rejecting this response because: Although Eden's claim they are willing to settle with me for the damages done to my furniture they will not because I have posted on the Revdex.com website. In other words they are NOT doing anything for damaging my things. I spoke with [redacted] at Eden's and she explained to me that as a contingent of recieving any compensation a consumer can't post their experience anywhere. Her response that is posted would make you think they are willing to be responsible but they are anything but. It is like they are willing to pay you an insulting amount to keep quiet about how they actually handle your move. If they damage your belongings you have to take whatever they offer or you get NOTHING. Consumers beware of this company. They are giving the moving industry a black eye. Shame on you Eden's.
Sincerely,
[redacted]
As we stated during the estimation process we are not a broker. This customer has assumed we are, simply because we used a rented truck for her pick-up. Many movers do this when they are experiencing high volumes of clientele. The movers were correct in informing the client that her items would be...
loaded, delivered to our warehouse, then being delivered to their final destination. We do not send our pick-up crews out of state to follow a job to destination, but instead send the driver with a crew for delivery. This is standard practice for a moving company and we will be investigating if our movers did indeed say they would be the ones delivering the load. This could simply be a misunderstanding.Just as with all jobs it is the client's responsibility to ensure their goods, especially the motorcycle, is covered by insurance. If no insurance coverage is added to a job, we offer the limited liability required by law for moving companies which is 60cents per lbs per article. This was discussed prior to booking and outlined on the contract, along with "Full Value Protection (Optional)" additional coverage. Since we were limited to the liability coverage on this job, but understand the damages were higher, we offered to add and additional $300 to the claims offer. Although by law we are only required to pay the $486.60, we have offered a total of $786.60. We feel this is fair, considering the client did not opt for additional coverage that was offered, or supply their own coverage from an outside insurer.
Complaint: [redacted]
I am rejecting this response because: Spoke with [redacted] and am now waiting to receive the check. I will post when I receive it.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I informed the moving company that the couch was very expensive and it should be handled carefully, At no time did they offer me additional insurance. the $30 dollars offered now doesn't cover the cost to repair. Sincerely, [redacted]
I'm sorry about the drop in communication, I'm not sure exactly what happened with that. We did say we could make an exception to file your claim even though it was outside of the 9 months typically allowed to file a claim. I believe someone sent over a claims form but I'll go ahead and resend that...
to you, you'll just need to fill it out and send it straight to Anthem claims, and they'll handle it from there. They just ask for you to include some of your paperwork as well as pictures and descriptions of anything damaged, which the instructions will be on the form I'll send over to you. We would like to help you resolve this, so hopefully we can get this going here in the next few days to figure out some kind of resolution for you.
Thank you for forwarding this consumers complaint to our attention, we would like to offer the following response: Mr. [redacted] contracted for long distance moving services including packing services which were provided in full as evidenced by Mr. [redacted]’s signature on the delivery portion of...
the Bill of lading in close proximity to the following statement: “I, the customer/ representative, hereby declare that I have the authority to enter into this agreement with the carrier/ its agents. All services ordered have been performed, and all goods are received in apparently good condition except as noted on the inventory sheets conducted for my move”. Any and all packing materials ordered by Mr. [redacted] were utilized in the preparation and transport of his household goods.We regret that items may have been damaged during transit. Eden’s Moving Services has an established claim process in place to assist customers with transit related damage and loss claims. Mr. [redacted] submitted a claim which was received by our claim administrator on January 19, 2016, and receipt of the claim acknowledged on January 21, 2016. Mr. [redacted]’s claim will be reviewed for consideration within the time frame allowed, and in accordance with the terms of our agreement and applicable federal law. All of the packing materials Mr. [redacted] ordered were used to protect and prepare items for shipment. Mr. [redacted] has submitted a claim to our claim administrator for his damaged items. Thank you.
Dear Revdex.com Representative and Mr. [redacted],I am sorry that we have gone to that, how ever some of this accusation are not correct. 1. Mr, [redacted] was not forced to receive his items right away, we have offered him the option between getting it as soon as possible within 2 days or stick to...
original plan of 7/8 with 3-14 business days window, there was no manipulation or forced action, and it was Mr. [redacted] decision to go with the direct delivery option.2. Mr, [redacted] access is not accessible to a semi truck and need per our contract a shuttle service, Our Normal procedure shuttle service requires us to Rent/Lease a smaller 20'26''truck to transfer the goods so a smaller truck can go by and get to the desired premises, How ever a very low electric wire are preventing even from a small 16'' uhaul truck to pass by, yes people can move in themselves with a pickup and attached trailer, but that's a private hauling, and not a full service moving truck, as I know it is frustrating to Mr and Mrs, Ashworth, I have recommended to put items in a storage facility until either the electric company will fix the issue and we can perform the shuttle safely, or to use a local company that can perform with different style pickup truck!3. Mr. [redacted] Booked his move through AAA Moving which is a moving broker, they should have gone of all delivery process with him, we are acting only as carriers and bound to our mutual contract and FMCSA Regulations that specifically sais: The Shipper must provide an Accessible way for the moving truck to arrive and park safely in order to perform delivery!4. As we have not performed the shuttle service , we didn't charge for it as well as we have not charged anything for the piano handling. also we left the piano packed with our pads for the customer request.5. Once Mr [redacted] can get for clearance from the city/county for access of a 26'' shuttle truck, we can go a head and send a crew back there! How ever mr [redacted] will need to call and make sure this problem is fixed for us to continue delivery and shuttle service.6. Mr. [redacted] items placed into a storage 40miles away, due to the fact that there were no rooms or desired size storage available anywhere near, and that was the only one! we actualy have assisted Mr, [redacted] in locating and reserving this unit! Respectfully[redacted]Edens Moving services inc.
We reached out to the manager of the storage unit several times but never received a call back. We were told to check with the helpers per the client and all the helpers told us the same thing, that the driver behaved well. Tensions and emotions were high and the helpers also informed us this seemed...
to be the main reason for the issues faced. We have already offered a refund for their trouble but it was turned down. We recommended arbitration from there.
We will stick with our original response. Many times we add tape to boxes we pick up either due to improper packaging by the customer or because they begin to collapse or need reinforcement. If a thief truly wanted to go through a customer's boxes and look for valuables why on earth would they ever use different colored tape and cut them open? It doesn't make any sense. We also have the recorded called, we never said "prove it" but rather explained to the customer that without some sort of evidence on our side there is nothing we can do. We cannot begin firing employees and refunding money without evidence. We also explained to the customer that he may and should file a police report, that way if this is true they can help us to prove it. The customer failed to include any extraordinary valued items on the sheet he signed at pickup requesting that information, but instead wrote "N/A". Then he claims he had extraordinary valued items on his load. At this point we cannot offer this customer anything. If he would like to move to arbitration we are prepared to do so.
Our employees informed the client on Saturday (when he called) that we could indeed supply full value protection on his move but because a manager was not available on the weekends, and we require one to sign off on this, we must wait until Monday to add it. He called several times the next day...
(Sunday) as well. Once again everyone he spoke to told him he could contact unpackt, check with a third-party insurer, or wait until Monday when management as in the office. We told him several times we would be happy to add full value protection but that it must wait for Monday to do so. We are not sure what the main issue is here but we are sorry that management is not available on the weekends. This client booked through a service unpackt and had no contact from Eden's prior to him calling and requesting full value protection. He is no longer scheduled to be moved by us and we would like to dismiss this complaint as it seems a missunderstanding and he is not our customer.
Complaint: [redacted]
I am rejecting this response because:As of today, Eden's moving still hasn't resolved this issue. I have heard nothing since last week, February 8, when I received an email from Gary G[redacted] stating that Eden's has asked CSI to reprocess my claim. This matter has been going on since October, over 4 months. I am hesitant to say their response is acceptable as their words are just promises until I receive payment for the damage done to my home. Thank you very much for your continued assistance and monitoring of my complaint. Without your help, I don't believe Eden's would have done anything about this.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:We are still waiting for a completed invoice from the company that correctly reflects all the payments we made.
Sincerely,
[redacted]
We will be contacting this client tomorrow to offer some compensation. The packing material overcharge was refunded on 8/10/17 to the client's card. The stair fee was due to a misunderstanding with our driver, which we corrected immediately. As for the invoice, a final one was emailed on 8/16/17, but to make sure the client receives it I just emailed another one. We cannot refund the deposit but will offer the client some compensation for the damaged items.
[redacted],As I explained to you in the voicemail I reached out to the claim service CSI and explained to them that we need to move forward with your claim. Following...
is the email I sent them after I spoke ith them on the phone:"Kristy,The damage at the delivery for our customer [redacted] was reported to us and acknowledged with the customer. Our delivery foreman should have noted the damage on the inventory sheets but failed to do so. Please move forward with processing the claim for the damage to the home. Thank you.Gary G[redacted] " I reached out to CSI and asked them to move forward with your move. I explained that our mover should have noted on the paperwork the damages, and told CSI that we did indeed acknowledge the damages at delivery. This has been cleared up and CSI is re-processing your claim. Please allow them some time to process this and reach back to you.
Hello [redacted],I'm sorry you feel your experience was so terrible. I assure you we do everything we can to make all moves go as smoothly as possible, it's very unfortunate was not that way. You mentioned in your review that we promised to pay to repair the china cabinet, but when I spoke with you,...
you now want it completely replaced it sounds like. As far as the settlement that was originally offered to you from [redacted], that just goes by the $0.60 per lb. rule, so they'll only cover amounts per that. There's nothing we can do to change [redacted]'s settlement unfortunately. I know it's a very long process, but we're not trying to keep this going for so long on purpose, we'd like to get this settled for you as well. Which is why we tried to offer you the $300, I know you mentioned the cabinet is worth about $1500, but $300 should be able to at least cover costs of repairs for that I would think. I apologize of the unprofessionalism of the workers. We don't hire workers who are completely untrained, I'm sorry you feel this way. I don't know why they weren't more careful with your things, but it does seem they were all packed by you so we can only be liable for so much of that. We would like to work something out with you, we cannot just give you $1500 unfortunately. Please let us know if you would like to agree to settle with us.Sincerely,[redacted]Customer ServiceEden's Moving Services
Complaint: [redacted]
I am rejecting this response because:I have contacted Edens again. I was told by one person after sending them 10 pages of handwritten explanations of my missing items- approx 5 boxes- not to mention some of the damages, and then there is the misdelivered furniture and a few more boxes that were also misdelivered- that they never received my information. I was told that they moved a\warehouses and possiibly they went to the wrong address. I have the receipt from the post office that I did mail it and it was delivered. The last time I spoke to a third lady in customer service, she said YES, they had received my 10 pages. I asked her to send me the forms again, since the 2nd lady ([redacted]-I believe) never sent them to me as promised. I am still waitiing for the forms from [redacted] ( the 3rd gal I spoke to in Customer Service.I also think a mention was made as to why I never told the driver I was missing my furniture. I ABSOLUTELY TOLD '[redacted]" THAT I WAS MISSING FURNITURE THAT WAS TO BE DELIVERED TO VEGAS (ALL 4 TABLES IN FAM. RM. AND THE LEATHER TABLE IN STUDY, AND THE DAY BED, AND THE REST OF THE MATCHING WHITE FURNITURE FROM MY DAUGHTERS ROOM (RCVD. 6 OF 8 WHITE PIECES) 4 OAK KITCHEN CHAIRS IN BASEMENT). I HAVE 2 WITNESSES THAT WERE THERE. [redacted] told me he was not unpacking the truck because edens pput another lady's load in between my Vegas and Califoornia homes. He then gave me a song and dance that yea, the lady from Santa Monica had a freezer that was stored and had frozen food in it-which was not allowed and it was stinking- I didnt care about his story. I wanted my furniture delivered where I had storage room. I had just emptied aan entire 3rd garage so I had room for those special pieces. Some were to go to my daughter that lives in Vegas, however the load was to be only delivered to my address in Vegas. Back to the stolen items ( and I am 99.9% sure that was the case)...I must have had easiy over a hundred boxes, but the 5 most important ones that had my cherished items) which were labeled with the contents) are the 5 missing ones. I have filed a police report with Arapahoe County Police. I explained to the Cust. Serv. lady names [redacted] that on moving day there were at least 6 guys there. They brought 2 large moving vans and then a 3rd larrge white van showed up and stayed there all day. When the lead packer/mover would ask me where does this one go...I would tell him. I trusted that after I told him he listened and followed through. I also advised him of the special boxes that were VAUABLE to me.....Funny-they never made it to the truck, but I am guessing they made it on the big white van. The lead packer also asked me if he could have my box spring and I said YES, but that box spring did not fo on the w big trucks...but must have gone with the van. I also had some tools in the basement that the movers packed and, guess what....they didn't arrive here either.....I dont care about those thinks, but the tapestry and the jewelry boxes and the recordos and the platter/plate from Italy, and my childrens grad pics in the same box, and oother frames pics and the 8 silver wine goblets, and my grandmothers mesh purses over 100 yrs old (3) , and the fruit dishes that were hanging on the walls......I want them back. I advised Edens Lead packer of each box and most of them had labels and contents written.....5 boxes arrived with no labels or names that were mine, and a 6th box was labeled with my name and it had one golf ball inside. I packed a full box and found the golf ball and threw it in the box, and someone had gone through it and retaped it with only the gold ball. The Edens packer and labelers were careless.YES....THEY STOLE EVERYTHING THAT I OWNED THAT WAS REALLAY VALUABLE AND IMPORTANT TO ME. And I am quite upset that the Revdex.com seems to only believe EDENS. They still have my vacuum in Denver and they lost the ironong board that was written on the list (with no tag numbers-because someone forgot to put labels on them).If you want to do a SERVICE TO OTHER CONSUSMERS IN THE DENVER AREA- THEN YOU NEED TO ADVISE PEOPLE THAT EDENS EMPLOYEES HAVE ABSOLUTELY STOLEN MORE THAN 5 BOXES FROM ME.) Tell them not to have EDENS store your items and have about 10 people standing next to each of their employees and reconfirm all the instructions. It is probably okay if they pick up and deliver the same day or next day in the same town, but do not let EDENS combine your load, or give them the oportunity to store your treasures. Edens labels items as box or plastic bin.....so they fill up the white van that does not go back to the warehouse, but too their private homes-possibly. ABSOLUTELY THEY STOLE THOSE THINGS THAT WERE NEAR AND DEAR TO ME...THINGS FROM MY GRANDMOTHER, MOTHER, AND DECEASED HUSBAND, ALONG WITH GIFTS FROM MY KIDS. SO Revdex.com DO YOUR JOB AND ADVISE CONSUMERS...... I HADNT HAD PROFESSIONAL MOVERS BEFORE AND I AM SURE THOSE EMPLOYEES WILL ROB OTHERSS LIKE THEY DID TOO ME![redacted] I was at fault because I itemized/labeled what was inside my very special boxes-too much information for the movers_. I wish I would have labeled them old rags/ old linens, etc.
Sincerely,
[redacted]
[redacted] replied,"I have sent a signed copy by mail. Thank you for your attention to this matter. [redacted]"All good.
Complaint: [redacted]
N, You made my credit card number public. You stupid M
N. You must some common sense of blocking that out before attaching here. Now I need to cancel that card and update all my automatic payments. What an M
N you are.You simply can't get any more than 300CC out of a unit of size 5 x 10 x 6. That is simple math/physics. As you say "He must have measured". No. Deal with FACTS. I'm telling you he didn't.I spent inordinate amout of time with no resolution. I will escalate this to [redacted] regulations.
I am rejecting this response because:You stupid M
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because Eden's response is factually untrue. My original note listed the exact sequence of events as well as supplied the names of the Eden employees who were intentionally unhelpful including lying about what they're required to provide customers by law. If Revdex.com asked for the customer service call records & recordings it would verify the actual sequence of events. Here's the full sequence of events as described in my original complaint:I booked a move with [redacted] on June 1st and was subsequently connected with Eden’s Moving & Storage for my move from [redacted] to [redacted]. I am extremely dissatisfied with how the mover and [redacted] have handled my move thus far. Given the fact that I was moving some expensive furniture, I wanted to obtain full value protection for my move per the federal guidelines for interstate movers - [redacted] which [redacted] also specifies in their move checklist [redacted]. Based on this, I asked Eden’s Moving on June 6th to give me a quote for Full Value Protection. The mover declined to help me and instead directed me to my homeowners insurance and a couple of 3rd party insurance companies. I indicated at the time that I was not interested in buying 3rd party coverage and instead wanted the mover provided full value protection - as is my right by law - since that was the option I needed. The representative said that he would be back in touch with me the following day. I did not hear back from him after that. I then contacted Eden’s again on June 10th 2017 to ask for the Full Value Coverage. I first spoke to [redacted] in customer service who said that it was not something that they could do, and was directed again to 3rd party insurance companies. This didn’t make sense to me and I subsequently spoke to several individuals at Eden’s sales department – [redacted] & [redacted] who reiterated that they could not provide full value protection, denied that it was required of them by law, and stated that as movers they did not sell insurance and directed me to the 3rd party firms. They also lied that they had no ability to look at my move given that I had booked through [redacted] (while [redacted] and the initial representative clearly had access to my move details), and were overall extremely rude and unhelpful. I made it clear at this time that if I was not able to buy the full value protection that I would cancel the move. Following this, I tried reaching [redacted] multiple times to resolve the matter including sending an email on June 10th – but got no response. On June 11th, I called [redacted] to explain the situation and spoke to someone in customer support. To my great surprise, [redacted] basically reiterated what the mover said which was that the mover did not need to offer full value protection – which as mentioned earlier was a complete untruth, and that I needed to buy 3rd party insurance. I tried to explain to the agent that both the FMCSA and their own moving guidelines state something quite different but she became increasingly hostile and condescending – and eventually said that I needed to speak to Eden for any resolution. Apparently [redacted] sees their only role as being the interface to the mover, and then takes no responsibility when the mover that they connected me to is behaving unprofessionally and not providing the service and the product that I need. In any case I tried to resolve with Eden’s again – this time speaking to an agent called [redacted] said that because I had packing included, I should be able to get the full value protection, but that he needed a manager’s sign off. I called an hour later – [redacted] said that he could not confirm it given it was a holiday and he couldn’t get a hold of anyone. I called again after some time and spoke to another agent called [redacted] – who basically gave the Eden party line. He knew nothing, could not look up my move, I need to speak to [redacted], he didn’t care if I moved or not – there was nothing he could do. Etc. At this point, having no confirmation from Edens or [redacted] and no customer service of any kind, we decided the best thing to do would be to cancel the move altogether. This was an incredible waste of time from beginning to the end and I am astounded at how bad the experience was for me as a customer. I can only imagine how poorly they deal with when someone has a claim or something difficult with their move. Thanks,[redacted]
Initial Business Response /* (1000, 6, 2015/11/03) */
With all the respect to Mr. [redacted], We have gathered some info from the driver and here is our findings!
1. When driver called the customer he told him that he is a bit late as he is going to get help from a local agent, the customer told him...
not to mind about it and come straight over as he has his own guys that are willing to help. when arriving to the residence it appear that a tractor trailer cannot even fit in there and a shuttle service is needed. Since customer refused to pay shuttle service and wanted to use his own pickup just to save the money. The driver agreed and actually saved the customer over a $1000.00 just by doing that! it is true that we are still willing to pay back for labor time per normal labor rates of $15.00 per hour per person, the delivery took no more than 6 hours! we are willing to reimburse Mr. [redacted] $90 per each person which is $540.00 in total ... we are at Edens moving services feel that we tried to assist the customer in saving money by using his own guys as he requested and now getting complaint about it after the fact! If customer would have said something at the day of the move at least we had the chance to revert and to bring our own people and do the shuttle service ourselves! but that of course would have cost more to customer!
Initial Consumer Rebuttal /* (2000, 8, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Their statements are not all factual, but if they reimburse the amount stated to the credit card I will accept the response.
Complaint: [redacted]
I am rejecting this response because: Although Eden's claim they are willing to settle with me for the damages done to my furniture they will not because I have posted on the Revdex.com website. In other words they are NOT doing anything for damaging my things. I spoke with [redacted] at Eden's and she explained to me that as a contingent of recieving any compensation a consumer can't post their experience anywhere. Her response that is posted would make you think they are willing to be responsible but they are anything but. It is like they are willing to pay you an insulting amount to keep quiet about how they actually handle your move. If they damage your belongings you have to take whatever they offer or you get NOTHING. Consumers beware of this company. They are giving the moving industry a black eye. Shame on you Eden's.
Sincerely,
[redacted]
As we stated during the estimation process we are not a broker. This customer has assumed we are, simply because we used a rented truck for her pick-up. Many movers do this when they are experiencing high volumes of clientele. The movers were correct in informing the client that her items would be...
loaded, delivered to our warehouse, then being delivered to their final destination. We do not send our pick-up crews out of state to follow a job to destination, but instead send the driver with a crew for delivery. This is standard practice for a moving company and we will be investigating if our movers did indeed say they would be the ones delivering the load. This could simply be a misunderstanding.Just as with all jobs it is the client's responsibility to ensure their goods, especially the motorcycle, is covered by insurance. If no insurance coverage is added to a job, we offer the limited liability required by law for moving companies which is 60cents per lbs per article. This was discussed prior to booking and outlined on the contract, along with "Full Value Protection (Optional)" additional coverage. Since we were limited to the liability coverage on this job, but understand the damages were higher, we offered to add and additional $300 to the claims offer. Although by law we are only required to pay the $486.60, we have offered a total of $786.60. We feel this is fair, considering the client did not opt for additional coverage that was offered, or supply their own coverage from an outside insurer.
Complaint: [redacted]
I am rejecting this response because: Spoke with [redacted] and am now waiting to receive the check. I will post when I receive it.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I informed the moving company that the couch was very expensive and it should be handled carefully, At no time did they offer me additional insurance. the $30 dollars offered now doesn't cover the cost to repair. Sincerely, [redacted]
Sincerely,
[redacted]
I'm sorry about the drop in communication, I'm not sure exactly what happened with that. We did say we could make an exception to file your claim even though it was outside of the 9 months typically allowed to file a claim. I believe someone sent over a claims form but I'll go ahead and resend that...
to you, you'll just need to fill it out and send it straight to Anthem claims, and they'll handle it from there. They just ask for you to include some of your paperwork as well as pictures and descriptions of anything damaged, which the instructions will be on the form I'll send over to you. We would like to help you resolve this, so hopefully we can get this going here in the next few days to figure out some kind of resolution for you.
Thank you for forwarding this consumers complaint to our attention, we would like to offer the following response: Mr. [redacted] contracted for long distance moving services including packing services which were provided in full as evidenced by Mr. [redacted]’s signature on the delivery portion of...
the Bill of lading in close proximity to the following statement: “I, the customer/ representative, hereby declare that I have the authority to enter into this agreement with the carrier/ its agents. All services ordered have been performed, and all goods are received in apparently good condition except as noted on the inventory sheets conducted for my move”. Any and all packing materials ordered by Mr. [redacted] were utilized in the preparation and transport of his household goods.We regret that items may have been damaged during transit. Eden’s Moving Services has an established claim process in place to assist customers with transit related damage and loss claims. Mr. [redacted] submitted a claim which was received by our claim administrator on January 19, 2016, and receipt of the claim acknowledged on January 21, 2016. Mr. [redacted]’s claim will be reviewed for consideration within the time frame allowed, and in accordance with the terms of our agreement and applicable federal law. All of the packing materials Mr. [redacted] ordered were used to protect and prepare items for shipment. Mr. [redacted] has submitted a claim to our claim administrator for his damaged items. Thank you.
Dear Revdex.com Representative and Mr. [redacted],I am sorry that we have gone to that, how ever some of this accusation are not correct. 1. Mr, [redacted] was not forced to receive his items right away, we have offered him the option between getting it as soon as possible within 2 days or stick to...
original plan of 7/8 with 3-14 business days window, there was no manipulation or forced action, and it was Mr. [redacted] decision to go with the direct delivery option.2. Mr, [redacted] access is not accessible to a semi truck and need per our contract a shuttle service, Our Normal procedure shuttle service requires us to Rent/Lease a smaller 20'26''truck to transfer the goods so a smaller truck can go by and get to the desired premises, How ever a very low electric wire are preventing even from a small 16'' uhaul truck to pass by, yes people can move in themselves with a pickup and attached trailer, but that's a private hauling, and not a full service moving truck, as I know it is frustrating to Mr and Mrs, Ashworth, I have recommended to put items in a storage facility until either the electric company will fix the issue and we can perform the shuttle safely, or to use a local company that can perform with different style pickup truck!3. Mr. [redacted] Booked his move through AAA Moving which is a moving broker, they should have gone of all delivery process with him, we are acting only as carriers and bound to our mutual contract and FMCSA Regulations that specifically sais: The Shipper must provide an Accessible way for the moving truck to arrive and park safely in order to perform delivery!4. As we have not performed the shuttle service , we didn't charge for it as well as we have not charged anything for the piano handling. also we left the piano packed with our pads for the customer request.5. Once Mr [redacted] can get for clearance from the city/county for access of a 26'' shuttle truck, we can go a head and send a crew back there! How ever mr [redacted] will need to call and make sure this problem is fixed for us to continue delivery and shuttle service.6. Mr. [redacted] items placed into a storage 40miles away, due to the fact that there were no rooms or desired size storage available anywhere near, and that was the only one! we actualy have assisted Mr, [redacted] in locating and reserving this unit! Respectfully[redacted]Edens Moving services inc.