We have reached out to the customer and intend on taking care of all of these issues. Customer has two voicemail's from us, just waiting to speak to her.
I have attached the pick-up and delivery paperwork for this customer's job. First, please note that upon pick-up the customer was given a "Household Goods Extraordinary Value Inventory" sheet to fill out with any high value items included in his inventory. If he had a jewelry box worth so much this...
should have been written here, but as you can see the customer wrote "N/A" and signed it. As you can also see the boxes are "PBO" meaning "Packed by Owner", we would not have any idea what box contained what item. On the delivery paperwork you can clearly see that all boxes arrived and were signed for by the customer, if a box went missing it would have been marked as such upon delivery and we would have either located it or reimbursed the customer for the missing box. All his items arrived as they were picked up. If the client cannot locate an item that he claims to have packed, but that we have no proof of, we will not pay them for it.We absolutely did not tell the customer "prove it"! We explained everything above to him and explained that there was zero evidence of any theft on our end or that his box was ever on the load in the first place (since he did not list it when we asked him to). We told him that if he wishes to he may file a report with the police, and that they will investigate it and determine if a theft took place. At this time we are emailing the customer to explain to him that if he does not remove these reviews we will be seeking legal repercussions for slander. We are prepared to go to arbitration with you over this immediately.
Revdex.com:
I would like to reject the offer of Mediation for complaint ID [redacted]. I am pursuing my legal rights further based under Oregon law. Thank you for your assistance in this matter. I appreciate your effort to resolve the complaint.
Regards,
[redacted]
I am rejecting Eden's Moving response.
Yes, I did make a call to Eden's Moving on September 30th because the driver was already in my area stating he needed to deliver my things. Despite me telling him that I contacted the company leaving voice messages and repeatedly calling over and over to where the customer service kept rerouted my calls in which I was never able to speak to anyone. Nobody would return my call at all. I told the driver I would have to place my items in storage but that was only because I knew I did not have the money to receive the goods, as I informed [redacted] at Eden's Moving. They did not care and avoided my calls. Please admit and live up to your mistakes. Eden's apparently did not care and continued to ignore my request to have my goods delivered later in October. I was forced to use my rent money to collect my goods which were destroyed. When the sofa arrived it was NOT packed in furniture wraps. The driver even made a comment stating it should have been wrapped and protected at Eden's. His name was [redacted]. As stated in my complaint, some of my boxes did have water damage but the things inside were wrapped in garbage bags and did not get destroyed. So yes, there was some kind of moisture problem and this company needs to own up to their carelessness against handling a customer and their needs. An apology is not enough. I should have performed my researched on Eden's Moving prior to hiring them because now I have read there have been multiple complaints made.
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
We have worked with this customer and reached a settlement agreement. All charges were legitimate, as we were told there were only pre-packed boxes to be moved. However, upon arrival there were many extra items that were not packed and ready to be moved. Due to some miscommunication we agreed to...
discount much of the additional charge, and have settled this complaint in-home with the customer.
I'm not sure what happened initially with the payment, I'm thinking it just wasn't written down as paid on the bill so he tried collecting it again, but it does seem that was worked out. As far as the bubble wrap issue, we do typically require any furniture pieces to be wrapped, which we do so with...
blankets. I've attached the inventory for this customer, which shows that we used 4 blankets to wrap her sofa, so that was definitely protected while in our warehouse. As far as her contacting us about remaining in storage for longer than we were originally told by her, I'm not sure who she was trying to contact. I spoke with her on the 20th of September, which we discussed a few things about her delivery but not once did she mention not being ready for that delivery. The next time someone spoke with her and we have record of her calling was on the 30th, which I believe was the day just prior to her being delivered, saying that she would be getting her own storage for delivery because she wasn't ready at that time I guess. We do not avoid customer's phone calls either, if one person doesn't answer there's a chain of us and it will just get forwarded to the next person, so someone usually always answers if anyone calls in. If not, we'll return a missed call almost immediately. We did charge an extra $200 upon delivery, which was a discount of what she could've been charged. She should've needed a shuttle, which would have cost $350, but rather, we did a long carry because the truck couldn't pull up close enough, which came out to $200. As far as the couch that got wet, we definitely don't have leaks here in our warehouse, if so the whole load probably would have been damaged and soaked. We spoke with the company who delivered, and they mentioned having a small leak in their truck, so they will take care of that with the customer directly. I'm very sorry that happened, it is unfortunate, but we do have a claims process that every customer must go through for any damages. I sent that form over to the customer on the 3rd, a few days after her delivery took place, so I've feel we've done all we can at this point, the carrier who delivered should be handling the couch problem.
Complaint: [redacted]
I am rejecting this response because:Complaint: [redacted]I am rejecting this response because:All the boxes arrived but all the stuff in the boxes were messed up. Half of our boxes was opened and someone went through them! On the pictures are the boxes the way they arrive. The movers came almost at night and was very in the hurry to bring everything in! They put almost all the boxes in our smallest room one on top of another. We didn't say that the shipping box was missing, we said that small Jewelry box that was in one of our shipping boxes is missing. I'm sure 1000% that someone opened those boxes and went through them looking for something valuable! This particular box was cut and taped back together after the jewelry box was removed from there - Pictures included!!!!! We didn't want to disclose that we have 25,000 worth of jewelry and a passport in those shipping boxes because we were afraid that some one will open them and still it. The reason that we didn't take it with us is because we had to drive the car from [redacted] to [redacted] almost 3 days on the road and get robbed. Stupid us that we thought that it would be safer to just send it with our furniture on a moving truck. I worked 11 years in the company that packs and ships boxes a lot, and I was packing and shipping 1000's of boxes every month for a living, so I know how to pack and ship boxes the way that they never get broken. After we received our boxes, half of them were opened and then taped back with their brown tape. Ho bad do you have to treat a costumer's boxes that they all break???? Or they were just opened intentionally and then taped back??? The representative from Eden's in fact was very rude and did say "Prove it", so let's not lie. Of course I went and filed a police report today since there is no help from this company! And please do not threaten me with legal action, I will not remove my review because the bottom line is that someone from this moving company took my wife's jewelry box from that shipping box and I will prove it!!!! I spoke with my attorneys, and I'm very ready to take it to court!!! I will pursue this matter until this box will be found or compensated! I worked hard to be able to give my wife all those jewelry gifts in over 9 years, so it would be stolen from me by some shippers!!! The truth is on our side, and we will seek justice!
Sincerely,
[redacted]
To the best of our knowledge, we have done what we were asked to do. We have two separate inventory lists, one being 2 pages, the other being 7, that separate the load by their destination. We do have knowledge of a few missing items, which we're working on recovering those currently, and returning her vacuum that we have here. I've attached both sets of inventories, so you can see how we separated those. Each list has multiple check marks, because we count inventory every single time we do anything with these items. When we unload we check the items off, as well as when we deliver. If there were items that didn't make it off in Las Vegas, the first stop, you could have asked the driver about them and because the rest of those items were on the same truck he could have checked for them at that point. Once the items are all delivered, of course it will cost a bit more to get our driver to go out, pick up the items and then redeliver to the second location. If this is something you want to happen, you are more than welcome to call our sales department and set up a move for the relocation of these items.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have informed them in writing that this is agreeable as they believe filing a complaint with [redacted] would not be productive. $100 is not nearly the amount we lost; however we will agree to it. The whole event could have been prevented had the driver sent another moving truck to pick it up instead of shipping it via [redacted] incorrectly packed. I do not think this should ever be done without the client's permission and some communication from the movers. I hope they will correct this problem so it does not happen to someone else in the future.
Sincerely,
[redacted]
At this time we have gathered information from not only our employees involved with this move but the storage unit employees that were present at the delivery. Our driver hurt himself (hand) and informed the client that he must wait for the helpers to arrive to unload. He was in no way refusing to unload her items. Not all of her items were delivered because there were many more additional items at pick-up than we were told. When we contacted her and explained the additional cost of the additional items she said she couldn't afford it and that we should leave them and she would schedule to get them picked up another way. She is now claiming she said to bring them all, which was not the case. She is also claiming damages to items she packed herself and that were packed prior to our arrival in her storage unit.
To whom it may concern,This move was indeed a two-part move. The client was moved into our climate controlled warehouse for storage, and then moved out of our warehouse and into their new location. I would like to note that the client gave us a great review for the first part of the move, but it was...
not until after delivery that this changed. The majority of the reason seems to be due to the damage of the piano, which I would like to address first. The piano was indeed packed by a third-party and arrived to our warehouse completely wrapped from said third-party. At this time we had no way of knowing what the condition of the piano was, and left it wrapped from third-party packers. In regards to the damages to the chest and other items I would like to point out that full value protection was offered, as well as additional insurance coverage information and options. Full value protection was not purchased by the client and as such [redacted] explained the limited liability coverage of 60 cents per lbs per article we are liable for as required by the [redacted]. We explain this to all clients as well as offer several options for additional coverage. The damages to the chest leg should have been handled better, and the employee is question has been brought in for retraining to ensure this does not happen again in the future.I would also like to address that the foreman [redacted] was not fired due to legal issues, but decided to go his separate way for personal reasons. The sales rep [redacted] still works for our company (never went anywhere) and is one of our best employees. Due to the situation and because we value our clients, we would like to increase the $178.50 that [redacted] Claims offered to $400 (little over double) although by law we are only liable for the 60 cents per pound per article. If the client is interested in a $400 settlement with us, we simply need a settlement form filled out and returned to us and we can process the reimbursement. If the client is unsatisfied with this the next step will be to go to arbitration. This includes a fee for both parties and a settlement.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I have sent them a notarized copy of the settlement form and am working directly with [redacted] at Eden's to resolve. Thank you for your assistance through this process.
Sincerely,
[redacted]
[redacted] and the customer service manager [redacted] are in contact regarding these issues. The driver that caused all the problems is no longer with the company and moving forward [redacted] is going to work hard to reach a resolution with the client.
I've attached the inventory we had for [redacted]. We did two separate inventories, one being the load going to Las Vegas, and the other one going to Temecula. We delivered everything that she wanted to Vegas first, which was a fairly small load, and then went on to her delivery in California, which...
was the bulk of her load. We asked multiple times for the customer to send back photos of what was delivered to the wrong location, with no response from her. When we finally got a response we let her know she would have to pay for the fuel surcharge and for the labor of our guys coming to move the things again basically, unless she could prove to us that we made a mistake (the pictures we requested from her). We were never informed about all of these missing items, just about the items that were delivered to the wrong location. We can definitely send a claims form, so those damages can get taken care of, but we had no idea there were damages with this move. We can look into these missing items as well now that we're aware of them. The only items that were mentioned as missing before were the vacuum and the ironing board, which we checked our warehouse here for that also. As far as we know, we followed our inventory lists and delivered everything where it needed to go.
The final invoice for this move has been sent to the client twice. We have reviewed and handled all issues with the driver in-home, and have pulled him for any necessary re-training. The mattress packing charge was not that, but actually a charge for a small crate that needed packing upon pick-up....
At this time the damages must be filed through our claims service, [redacted].
Complaint: [redacted]
I am rejecting this response because their information is not accurate. I made my needs very clear when I initially contacted Eden Moving, for whom I spoke to [redacted], that due to a divorce, I had to be out of the house no later than December 1st. They said that they had a 3 day time window 11/29, 11/30, and 12/1 but they could not guarantee until we got closer to the date. I contacted them a month out to ensure there was plenty of time. This is not my first move as I have moved 37 times--once internationally. I was also very specific about the amount of furniture and goods I would be transporting. When I tried to update my goods a few days prior to the move, I contacted [redacted] again via email indicating I could not update the website as I was told. I have a very specific email from [redacted] indicating it was appropriate to under rather than over estimate my cubic weight (which I shared with the company). This was obviously not accurate as the movers were not prepared.[redacted] first contacted me on 11/26, indicating he would pick up my stuff on the 27th. I was told not until the 29th, where I specifically wanted December 1st because of a class I was teaching the night before. The mover left town without picking up my stuff. [redacted] gave a new date of 12/1-12/4 where I told [redacted] this was not acceptable due to a court order. [redacted] DID know that I HAD to be out due to a court order BEFORE the movers ever picked up my stuff. The movers were expected to move within a few hours. The first day they were at my house until 11 pm, the second day---the day of the court order, they did not leave until 2 am the next morning in violation of the court order (I have text from the driver). What is most frustrating is the estimate the [redacted] the mover offered where he gave me the $5500.00 fee as HE WAS IN MY HOUSE. I had a court order to be out of the house, where I did not have any time to find another moving company, as I had to be out the day they came to my house. I felt as if I was being extorted for more money because there was nothing I could do when as a result of a court order. I had to be out--so they could charge me whatever they wanted, which was outrageous---3 times more than I was estimated.I object to the false statements from the Edens Moving. They have recorded phone calls of all of my requests. I shared text and emails with them of the inaccuracies of the estimate. The estimate was for $1700.00, the actual cost was $5500.00. I was advised that it is illegal to be charged more than 25% over the estimate, I was charged 3x times as much. This moving company should check the emails I sent, the recordings that they say they have, as well as the text messages I sent confirming their bungling and mismanagement of the entire process. As a result, I do not appreciate their inaccurate reporting of the information; they are denying the claim because of their version of events which are not accurate and incomplete. The Revdex.com should revoke their rating and endorsement as my complaints seem to be in a long line of very unhappy customers.
Sincerely,
[redacted]
Have reached out to the client in an attempt to resolve this matter. Waiting for a response.
We have reached out to the customer and intend on taking care of all of these issues. Customer has two voicemail's from us, just waiting to speak to her.
I have attached the pick-up and delivery paperwork for this customer's job. First, please note that upon pick-up the customer was given a "Household Goods Extraordinary Value Inventory" sheet to fill out with any high value items included in his inventory. If he had a jewelry box worth so much this...
should have been written here, but as you can see the customer wrote "N/A" and signed it. As you can also see the boxes are "PBO" meaning "Packed by Owner", we would not have any idea what box contained what item. On the delivery paperwork you can clearly see that all boxes arrived and were signed for by the customer, if a box went missing it would have been marked as such upon delivery and we would have either located it or reimbursed the customer for the missing box. All his items arrived as they were picked up. If the client cannot locate an item that he claims to have packed, but that we have no proof of, we will not pay them for it.We absolutely did not tell the customer "prove it"! We explained everything above to him and explained that there was zero evidence of any theft on our end or that his box was ever on the load in the first place (since he did not list it when we asked him to). We told him that if he wishes to he may file a report with the police, and that they will investigate it and determine if a theft took place. At this time we are emailing the customer to explain to him that if he does not remove these reviews we will be seeking legal repercussions for slander. We are prepared to go to arbitration with you over this immediately.
Revdex.com:
I would like to reject the offer of Mediation for complaint ID [redacted]. I am pursuing my legal rights further based under Oregon law. Thank you for your assistance in this matter. I appreciate your effort to resolve the complaint.
Regards,
[redacted]
I am rejecting Eden's Moving response.
Yes, I did make a call to Eden's Moving on September 30th because the driver was already in my area stating he needed to deliver my things. Despite me telling him that I contacted the company leaving voice messages and repeatedly calling over and over to where the customer service kept rerouted my calls in which I was never able to speak to anyone. Nobody would return my call at all. I told the driver I would have to place my items in storage but that was only because I knew I did not have the money to receive the goods, as I informed [redacted] at Eden's Moving. They did not care and avoided my calls. Please admit and live up to your mistakes. Eden's apparently did not care and continued to ignore my request to have my goods delivered later in October. I was forced to use my rent money to collect my goods which were destroyed. When the sofa arrived it was NOT packed in furniture wraps. The driver even made a comment stating it should have been wrapped and protected at Eden's. His name was [redacted]. As stated in my complaint, some of my boxes did have water damage but the things inside were wrapped in garbage bags and did not get destroyed. So yes, there was some kind of moisture problem and this company needs to own up to their carelessness against handling a customer and their needs. An apology is not enough. I should have performed my researched on Eden's Moving prior to hiring them because now I have read there have been multiple complaints made.
[redacted]
This was a billing issue. Mistake in our system but it is now resolved with the client and in our system.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
We have worked with this customer and reached a settlement agreement. All charges were legitimate, as we were told there were only pre-packed boxes to be moved. However, upon arrival there were many extra items that were not packed and ready to be moved. Due to some miscommunication we agreed to...
discount much of the additional charge, and have settled this complaint in-home with the customer.
I'm not sure what happened initially with the payment, I'm thinking it just wasn't written down as paid on the bill so he tried collecting it again, but it does seem that was worked out. As far as the bubble wrap issue, we do typically require any furniture pieces to be wrapped, which we do so with...
blankets. I've attached the inventory for this customer, which shows that we used 4 blankets to wrap her sofa, so that was definitely protected while in our warehouse. As far as her contacting us about remaining in storage for longer than we were originally told by her, I'm not sure who she was trying to contact. I spoke with her on the 20th of September, which we discussed a few things about her delivery but not once did she mention not being ready for that delivery. The next time someone spoke with her and we have record of her calling was on the 30th, which I believe was the day just prior to her being delivered, saying that she would be getting her own storage for delivery because she wasn't ready at that time I guess. We do not avoid customer's phone calls either, if one person doesn't answer there's a chain of us and it will just get forwarded to the next person, so someone usually always answers if anyone calls in. If not, we'll return a missed call almost immediately. We did charge an extra $200 upon delivery, which was a discount of what she could've been charged. She should've needed a shuttle, which would have cost $350, but rather, we did a long carry because the truck couldn't pull up close enough, which came out to $200. As far as the couch that got wet, we definitely don't have leaks here in our warehouse, if so the whole load probably would have been damaged and soaked. We spoke with the company who delivered, and they mentioned having a small leak in their truck, so they will take care of that with the customer directly. I'm very sorry that happened, it is unfortunate, but we do have a claims process that every customer must go through for any damages. I sent that form over to the customer on the 3rd, a few days after her delivery took place, so I've feel we've done all we can at this point, the carrier who delivered should be handling the couch problem.
Complaint: [redacted]
I am rejecting this response because:Complaint: [redacted]I am rejecting this response because:All the boxes arrived but all the stuff in the boxes were messed up. Half of our boxes was opened and someone went through them! On the pictures are the boxes the way they arrive. The movers came almost at night and was very in the hurry to bring everything in! They put almost all the boxes in our smallest room one on top of another. We didn't say that the shipping box was missing, we said that small Jewelry box that was in one of our shipping boxes is missing. I'm sure 1000% that someone opened those boxes and went through them looking for something valuable! This particular box was cut and taped back together after the jewelry box was removed from there - Pictures included!!!!! We didn't want to disclose that we have 25,000 worth of jewelry and a passport in those shipping boxes because we were afraid that some one will open them and still it. The reason that we didn't take it with us is because we had to drive the car from [redacted] to [redacted] almost 3 days on the road and get robbed. Stupid us that we thought that it would be safer to just send it with our furniture on a moving truck. I worked 11 years in the company that packs and ships boxes a lot, and I was packing and shipping 1000's of boxes every month for a living, so I know how to pack and ship boxes the way that they never get broken. After we received our boxes, half of them were opened and then taped back with their brown tape. Ho bad do you have to treat a costumer's boxes that they all break???? Or they were just opened intentionally and then taped back??? The representative from Eden's in fact was very rude and did say "Prove it", so let's not lie. Of course I went and filed a police report today since there is no help from this company! And please do not threaten me with legal action, I will not remove my review because the bottom line is that someone from this moving company took my wife's jewelry box from that shipping box and I will prove it!!!! I spoke with my attorneys, and I'm very ready to take it to court!!! I will pursue this matter until this box will be found or compensated! I worked hard to be able to give my wife all those jewelry gifts in over 9 years, so it would be stolen from me by some shippers!!! The truth is on our side, and we will seek justice!
Sincerely,
[redacted]
To the best of our knowledge, we have done what we were asked to do. We have two separate inventory lists, one being 2 pages, the other being 7, that separate the load by their destination. We do have knowledge of a few missing items, which we're working on recovering those currently, and returning her vacuum that we have here. I've attached both sets of inventories, so you can see how we separated those. Each list has multiple check marks, because we count inventory every single time we do anything with these items. When we unload we check the items off, as well as when we deliver. If there were items that didn't make it off in Las Vegas, the first stop, you could have asked the driver about them and because the rest of those items were on the same truck he could have checked for them at that point. Once the items are all delivered, of course it will cost a bit more to get our driver to go out, pick up the items and then redeliver to the second location. If this is something you want to happen, you are more than welcome to call our sales department and set up a move for the relocation of these items.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have informed them in writing that this is agreeable as they believe filing a complaint with [redacted] would not be productive. $100 is not nearly the amount we lost; however we will agree to it. The whole event could have been prevented had the driver sent another moving truck to pick it up instead of shipping it via [redacted] incorrectly packed. I do not think this should ever be done without the client's permission and some communication from the movers. I hope they will correct this problem so it does not happen to someone else in the future.
Sincerely,
[redacted]
At this time we have gathered information from not only our employees involved with this move but the storage unit employees that were present at the delivery. Our driver hurt himself (hand) and informed the client that he must wait for the helpers to arrive to unload. He was in no way refusing to unload her items. Not all of her items were delivered because there were many more additional items at pick-up than we were told. When we contacted her and explained the additional cost of the additional items she said she couldn't afford it and that we should leave them and she would schedule to get them picked up another way. She is now claiming she said to bring them all, which was not the case. She is also claiming damages to items she packed herself and that were packed prior to our arrival in her storage unit.
To whom it may concern,This move was indeed a two-part move. The client was moved into our climate controlled warehouse for storage, and then moved out of our warehouse and into their new location. I would like to note that the client gave us a great review for the first part of the move, but it was...
not until after delivery that this changed. The majority of the reason seems to be due to the damage of the piano, which I would like to address first. The piano was indeed packed by a third-party and arrived to our warehouse completely wrapped from said third-party. At this time we had no way of knowing what the condition of the piano was, and left it wrapped from third-party packers. In regards to the damages to the chest and other items I would like to point out that full value protection was offered, as well as additional insurance coverage information and options. Full value protection was not purchased by the client and as such [redacted] explained the limited liability coverage of 60 cents per lbs per article we are liable for as required by the [redacted]. We explain this to all clients as well as offer several options for additional coverage. The damages to the chest leg should have been handled better, and the employee is question has been brought in for retraining to ensure this does not happen again in the future.I would also like to address that the foreman [redacted] was not fired due to legal issues, but decided to go his separate way for personal reasons. The sales rep [redacted] still works for our company (never went anywhere) and is one of our best employees. Due to the situation and because we value our clients, we would like to increase the $178.50 that [redacted] Claims offered to $400 (little over double) although by law we are only liable for the 60 cents per pound per article. If the client is interested in a $400 settlement with us, we simply need a settlement form filled out and returned to us and we can process the reimbursement. If the client is unsatisfied with this the next step will be to go to arbitration. This includes a fee for both parties and a settlement.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I have sent them a notarized copy of the settlement form and am working directly with [redacted] at Eden's to resolve. Thank you for your assistance through this process.
Sincerely,
[redacted]
[redacted] and the customer service manager [redacted] are in contact regarding these issues. The driver that caused all the problems is no longer with the company and moving forward [redacted] is going to work hard to reach a resolution with the client.
I've attached the inventory we had for [redacted]. We did two separate inventories, one being the load going to Las Vegas, and the other one going to Temecula. We delivered everything that she wanted to Vegas first, which was a fairly small load, and then went on to her delivery in California, which...
was the bulk of her load. We asked multiple times for the customer to send back photos of what was delivered to the wrong location, with no response from her. When we finally got a response we let her know she would have to pay for the fuel surcharge and for the labor of our guys coming to move the things again basically, unless she could prove to us that we made a mistake (the pictures we requested from her). We were never informed about all of these missing items, just about the items that were delivered to the wrong location. We can definitely send a claims form, so those damages can get taken care of, but we had no idea there were damages with this move. We can look into these missing items as well now that we're aware of them. The only items that were mentioned as missing before were the vacuum and the ironing board, which we checked our warehouse here for that also. As far as we know, we followed our inventory lists and delivered everything where it needed to go.
Revdex.com:
I have reviewed the response made by the consumer in reference to complaint ID .[redacted], and find that arbitration is necessary.
The final invoice for this move has been sent to the client twice. We have reviewed and handled all issues with the driver in-home, and have pulled him for any necessary re-training. The mattress packing charge was not that, but actually a charge for a small crate that needed packing upon pick-up....
At this time the damages must be filed through our claims service, [redacted].
Complaint: [redacted]
I am rejecting this response because their information is not accurate. I made my needs very clear when I initially contacted Eden Moving, for whom I spoke to [redacted], that due to a divorce, I had to be out of the house no later than December 1st. They said that they had a 3 day time window 11/29, 11/30, and 12/1 but they could not guarantee until we got closer to the date. I contacted them a month out to ensure there was plenty of time. This is not my first move as I have moved 37 times--once internationally. I was also very specific about the amount of furniture and goods I would be transporting. When I tried to update my goods a few days prior to the move, I contacted [redacted] again via email indicating I could not update the website as I was told. I have a very specific email from [redacted] indicating it was appropriate to under rather than over estimate my cubic weight (which I shared with the company). This was obviously not accurate as the movers were not prepared.[redacted] first contacted me on 11/26, indicating he would pick up my stuff on the 27th. I was told not until the 29th, where I specifically wanted December 1st because of a class I was teaching the night before. The mover left town without picking up my stuff. [redacted] gave a new date of 12/1-12/4 where I told [redacted] this was not acceptable due to a court order. [redacted] DID know that I HAD to be out due to a court order BEFORE the movers ever picked up my stuff. The movers were expected to move within a few hours. The first day they were at my house until 11 pm, the second day---the day of the court order, they did not leave until 2 am the next morning in violation of the court order (I have text from the driver). What is most frustrating is the estimate the [redacted] the mover offered where he gave me the $5500.00 fee as HE WAS IN MY HOUSE. I had a court order to be out of the house, where I did not have any time to find another moving company, as I had to be out the day they came to my house. I felt as if I was being extorted for more money because there was nothing I could do when as a result of a court order. I had to be out--so they could charge me whatever they wanted, which was outrageous---3 times more than I was estimated.I object to the false statements from the Edens Moving. They have recorded phone calls of all of my requests. I shared text and emails with them of the inaccuracies of the estimate. The estimate was for $1700.00, the actual cost was $5500.00. I was advised that it is illegal to be charged more than 25% over the estimate, I was charged 3x times as much. This moving company should check the emails I sent, the recordings that they say they have, as well as the text messages I sent confirming their bungling and mismanagement of the entire process. As a result, I do not appreciate their inaccurate reporting of the information; they are denying the claim because of their version of events which are not accurate and incomplete. The Revdex.com should revoke their rating and endorsement as my complaints seem to be in a long line of very unhappy customers.
Sincerely,
[redacted]