Eli Relocation

In response to complaint # [redacted] , [redacted] *** [redacted] was originally booked on August 22nd for a pickup date of August 28thIncluded in her order for service, we kept the $discount for a large move over 500cf, we also waived any last minute booking charges for her convenience The end of September is the busiest month as it is the end of the summer and that weekend in particular we had more than moves scheduledWe did accommodate her schedule and completed her pickup on August 28thUnfortunately we did not meet her estimated pickup window of 12-as the other jobs got larger and had other unforeseen delays [redacted] in dispatch, was in contact with the customer as soon as the driver brought it to our knowledge he would be late to her homeThe truck arrived shortly after 5pm and the foreman, ***, explained and opened the contract to her [redacted] asked her for her first availability date, or the first day she could accept the itemsThere must have been some sort of verbal miscommunication between [redacted] and [redacted] as she says he asked her the “desired” delivery date, but this is commonly misunderstood as the first availability date, meaning the first day she has her keys, the day she will be present in ** and can accept deliveryFrom the first date available, there is a delivery window of 3-business daysThe first availability date is used for coordination purposes and delivery dates are not chosen by the customer, nor guaranteed by the company, unless otherwise specified in the order for service At this point we have had a couple of trucks that could had delivered her items within the past two weeks, however we also have previous customer prior to her that need to be delivered as well and have priorityAll customers are treated as priority, however outgoing shipments are arranged based on first shipments incoming and original first avalability dates that the customer is readyThere are endless circumstances on the road and we did not expect her delivery to be delayed, we do try and complete each move within a timely manner [redacted] has been speaking with her and staying in contact with ** [redacted] as well as [redacted] , and we are striving to be on top of our communication issues There is no excuse for lack of communication but it has been an extremely busy summer and we have customers that are waiting for items and delivery on a first come first out systemWe cannot over fill trucks due to weight capacity and limitations and we do have different situations to face each day in the moving industryWe do have another incoming truck headed to the northeastern route which she has been assigned toShe will be in transit on the next incoming truckWe hope she can understand the unforeseen delay in her delivery, we do take full responsibility for the lack of communicationThe company appreciates her business and we have been holding regular team huddles to stay on top of communication issuesDespite large volume of customer calls, we need to stay on top of the returning phone calls and emails** [redacted] is completely correct and we take responsibility for the lack of communication we’re finding a solution for everyone and again appreciate her businessWe will give her a call with the eta and the drivers name and number once in route to herIf she has any questions she may give us a call at [redacted] Thank you

As per consumer contract,All our east coast (FL) deliveries have 3-business days from ready date (not move/pick up date 06/30/15) , 08/26/was the first date she was ready for delivery at FL , actual arrival date can be determent ONLY by driver 24hr prior unloading ,As per delays such as this case, no guaranteed delivery on this contract nor window of 21-bussniss days pass , consumer’s acknowledgment driver have estimated window of arrival no set time/date unless 24/before.Settlement: $chaeck# [redacted] will be sent USPS.Sincerely,Internal Resolution DepartmentELI Relocation LLC

In response to Mr [redacted] we have indeed reimbursed him from his difficult experience with the local move we serviced on October 5th We apologize for the inconveniences he and his family enduredAccounting indeed issued him a $company reimbursement check on separate occasions, both returned back to the office stating undeliverableIt was then accountings decision to avoid further delay of payment and directly deposit this amount into the customer’s bank account to assure secure funds on October 17th We also, took the initiative to fully pack and properly prepare the found glass shelving to be transported via standard post office deliveryWe understand he has damage to his desk, in which we have instructed him to submit and start the damage claim processWe are happy to assist him with his move and happy that Mr [redacted] is content and satisfied at this point in timeWe wish him best of luck at his new destination in [redacted] ***, AZ

As customer stated she was given an estimate as every customer isAn estimate is exactly that, an estimate With weight based moves we determine the final charges based on the weight of the shipmentThe process for this is to weigh the truck light (prior to shipment being loaded) and heavy (after shipment has been loaded)Estimated weight was LbsFinal weight ended at This amount was submitted to Ms [redacted] in both her Legally binding bill of lading and revised written estimate both of which she signed at her pick-upThere was a small discrepancy at Ms [redacted] move regarding the motorcycleOur sales representative included Ms [redacted] motorcycle on the inventory list but failed to charge her the Bulky Item fee we charge for motorcyclesDue to this mistake we did not charge Ms [redacted] the additional bulky item fee which could have run anywhere from $- $In addition Ms [redacted] move went up considerably in sizeWe completed a FULL PACK for Ms [redacted] , and did not charge her any additional packing for the additional amount of items that were packed on the day of her Pick-UpI myself spoke with Ms [redacted] regarding her final totalsShe did not seem to have an issue with the amount at the timeShe also informed me that she would not be handling any of the payment portion of the moveI would have to speak to her fiance [redacted] who would be remitting payment for the moveWhen I spoke with Mr [redacted] he was very confused as to why the move ending up being so much more than initially estimatedI explained to him the additional weight chargesI also explained to him that the gas charges are greater due to size of the shipment being largerHis major concern was that he be able to pay all of the charges with credit cardI explained to Mr [redacted] at this time that this was not pre-approved at time of booking however I would try to get an approval for the credit card authorizationI did indeed approach the accounting department twice with this request, it was turned down both times Ms [redacted] was sent many emails, as well as signed all documents at piwhich state clearly that the ONLY forms of payment acceptable at delivery are cash or post office money orderI do understand that this may not have been ideal for them, however Ms [redacted] was informed multiple times how to pay at deliveryOnce Ms [redacted] shipment was loaded for delivery we informed her and her fiance of the estimated dates of arrival for the deliveryWe first inform the customers via a phone callThen we send a follemail to the customerI spoke with each customer on this delivery and then asked our other office personnel, Platero to send out the follemailsHe is new in the office and sent out an email with a typo stating that the balance due for delivery was $less than the actual costMs [redacted] was furious that we would not honor the price sent to her in the email although she had previously signed her bill of lading, revised written estimate, and all other documents stating the balance due for deliveryAfter Ms [redacted] proceeded to use extreme profane language on the phone, uploaded various BAD reviews specifically slandering my name we took another $from the balance due upon delivery to make her happyWe then gave them an even greater discount of $to make up for not being able to use the credit card as a delivery form of paymentI believe we have compensated this customer more than enough and do hope she is satisfied with her final balance

Dear Customer, We do apologize for the actions of the drivers at both your piand deliveryWe assure you this is not the way our employees are trained to behave when on the jobWe have handled the behavior according to company policyWe want to ensure you are satisfied with your experience with Eli Relocation, and are sending you a courtesy check in the amount of $to make up for any inconveniencesPlease accept our sincere apologiesWe thank you for your feedbackWe do also want to remind you to file your claim for damages through our claims departmentIf you need any further assistance, please do not hesitate to call

Internal Resolution Department AttachmentsDec (days ago)to me, yourRevdex.com Our payment settlements to consumers IS FINAL correspondence such as this one, make sure to close all those ones we pay them, not “awaiting to our response” ,THX. Sincerely,Internal Resolution DepartmentELI Relocation LLC###-###-####866-551-MOVE *** http://www.elirelocation.comUS DOT: *** MC: ***

In response to *** ***’s complaint number #***. We do greatly appreciate any feedback whether positive or negative from customers regarding their experience with us*** and *** (the pickup team) are one of our best foreman and crew, they treated *** ***’s stuff extremely well
and made sure all aspects of pickup were performed to above standard*** is more than correct about acknowledging the business day policy, however we do strive and get everything out soon and safely as possibleUnfortunately we cannot say the same fact about our delivery drivers and their work ethic 110% of the timeAfter being on the road for weeks at a time, drivers face and endure so many obstacles from personal to environmental to safety on the road while dealing with customers whom are anxious to receive their household goodsSome drivers in fact turn off their phone while driving to prevent the temptation of talking or texting, and when they do not answer 90% of the time it is for safety reasoningAlthough this is not an excuse, it is best to keep in mind all aspects of the situation. Guy (our CDL driver) has been terminated due to his poor performance, and we wish him the best of luckWe strongly feel as a company that Guy misrepresented the company standards, especially in the most important factor of the moving process; the delivery*** *** did in fact pay $in his original quote for his shuttle service to avoid city ordinances and laws being violatedWe have processed a return check for the unused shuttle in the amount of $We will be closing the last trip with Guy as he returns and we are currently checking the status of his lost artworkWe will keep *** *** updated as time goes on, and we encourage him to completely unpack everything as sometimes items are overlooked.Eli Relocation believes in striving to be above the rest of the competition in service, we do try and accommodate each and every move personally. We hope *** ***, does see some of the scenario differently and accepts this reimbursement check for the behavior of the terminated driver, and we wish him the absolute best of luck in *** **!!!!

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and complete the damage claim on file, if it does, will consider this complaint resolved
Regards,
*** ***

The below responses was our final follow up to this consumer, regardless her disagreement.Sincerely,Internal Resolution DepartmentELI Relocation LLC

While I understand Mr***'s frustration we did indeed follow the laws and regulations for our industryMr*** clearly stated that he read the estimate in regards to the delivery time frame allowable being up to daysWhile his sales rep may have calmed him down with reassurances it
would not take as long, the estimates she gave him were strictly estimatesAs you can read in the documents provided, which were the same documents provided to the customer throughout his moveMr*** could have cancelled his move or contacted the operations office at any time to ask questions regarding his piand deliveryHe did not do soAlso if it was a HUGE RED FLAG why did he not cancel his move at that time? He stated that our estimate has language that "whatever government agency" oversees the shipping industry, which tells me that there was not much research done for his moveIf there was he would be aware that the Department of Transportation and AMSA govern moving and shipping companies, both of which explain that every moving/shipping company is allowed up to days to deliver on their websites, not to mention in the "Your rights and responsibilities" pamphlet that was provided at the pito the customerIt is clearly stated in all documentation that standard delivery is up to business daysThere is a guaranteed delivery option clearly offered in all contracts and estimatesMr *** did not choose to pay the additional costs of having his shipment guaranteed for a specific delivery time frame, yet he received delivery of his shipment within business days just as estimated. As we delivered the shipment within not only the legal time frame, but also the estimated time frame we do not feel as if we owe Mr*** any moneyMr*** has also disputed the $charge with his credit card companyThis charge was for pick-upAs we are now in dispute with his credit card company, we cannot issue any refunds for any amounts until that is complete Pertaining to his damages, Mr*** did chose the cents per lbper article option at his pick-upHe can certainly file a claim and complete the claims process for any damaged items. There is a responsibility of the customer to read their documents, ask questions and be informedMr*** needs to take some responsibility for his choices

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
Paige Fernandez

As per this consumer contract, Binding estimate cost of move current per her list of items given to our sales associate,As per ALL our clients, 2-options was to be: 1) Re-visual walk true (in home estimate) and pay new quote by our estimator-foreman offer.2) Re-weighing her truck, which was to be elected by her, and pay the NEW weight by scale. No hidden cost as per consumers corresponds. Settlement: $350 check#[redacted] will be sent by USPS mail. Sincerely,Internal Resolution DepartmentELI Relocation LLC

In response to Mr. [redacted] we have indeed reimbursed him from his difficult experience with the local move we serviced on October 5th 2014. We apologize for the inconveniences he and his family endured. Accounting indeed issued him a $200.00 company reimbursement check on 2 separate...

occasions, both returned back to the office stating undeliverable. It was then accountings decision to avoid further delay of payment and directly deposit this amount into the customer’s bank account to assure secure funds on October 17th 2014. We also, took the initiative to fully pack and properly prepare the found glass shelving to be transported via standard post office delivery. We understand he has damage to his desk, in which we have instructed him to submit and start the damage claim process. We are happy to assist him with his move and happy that Mr. [redacted] is content and satisfied at this point in time. We wish him best of luck at his new destination in [redacted], AZ.

Dear Customer, We do apologize for the actions of the drivers at both your pick-up and delivery. We assure you this is not the way our employees are trained to behave when on the job. We have handled the behavior according to company policy. We want to ensure you are satisfied with your...

experience with Eli Relocation, and are sending you a courtesy check in the amount of $350.00 to make up for any inconveniences. Please accept our sincere apologies. We thank you for your feedback. We do also want to remind you to file your claim for damages through our claims department. If you need any further assistance, please do not hesitate to call.

In response to complaint #[redacted], [redacted]. [redacted] was originally booked on August 22nd for a pickup date of August 28th. Included in her order for service, we kept the $125.00 discount for a large move over 500cf, we also waived any last minute booking charges for her convenience....

The end of September is the busiest month as it is the end of the summer and that weekend in particular we had more than 30 moves scheduled. We did accommodate her schedule and completed her pickup on August 28th. Unfortunately we did not meet her estimated pickup window of 12-2 as the other jobs got larger and had other unforeseen delays. [redacted] in dispatch, was in contact with the customer as soon as the driver brought it to our knowledge he would be late to her home. The truck arrived shortly after 5pm and the foreman, [redacted], explained and opened the contract to her. [redacted] asked her for her first availability date, or the first day she could accept the items. There must have been some sort of verbal miscommunication between [redacted] and [redacted] as she says he asked her the “desired” delivery date, but this is commonly misunderstood as the first availability date, meaning the first day she has her keys, the day she will be present in ** and can accept delivery. From the first date available, there is a delivery window of 3-21 business days. The first availability date is used for coordination purposes and delivery dates are not chosen by the customer, nor guaranteed by the company, unless otherwise specified in the order for service.
At this point we have had a couple of trucks that could had delivered her items within the past two weeks, however we also have previous customer prior to her that need to be delivered as well and have priority. All customers are treated as priority, however outgoing shipments are arranged based on first shipments incoming and original first avalability dates that the customer is ready. There are endless circumstances on the road and we did not expect her delivery to be delayed, we do try and complete each move within a timely manner. [redacted] has been speaking with her and staying in contact with **. [redacted] as well as [redacted], and we are striving to be on top of our communication issues.  
There is no excuse for lack of communication but it has been an extremely busy summer and we have customers that are waiting for items and delivery on a first come first out system. We cannot over fill trucks due to weight capacity and limitations and we do have different situations to face each day in the moving industry. We do have another incoming truck headed to the northeastern route which she has been
assigned to. She will be in transit on the next incoming truck. We hope she can understand the unforeseen delay in her delivery, we do take full responsibility for the lack of communication. The company appreciates her business and we have been holding regular team huddles to stay on top of communication issues. Despite large volume of customer calls, we need to stay on top of the returning phone calls and emails. **. [redacted] is completely correct and we take responsibility for the lack of communication we’re finding a solution for everyone and again appreciate her business. We will give her a call with the
eta and the drivers name and number once in route to her. If she has any questions she may give us a call at [redacted]. Thank you.

We do apologize for the wait time. We did indeed have to wait to offer any funds until the dispute was settled. I am sorry that the customer finds this shameful, however we were under strict instructions from the merchant we were not to settle any claim with customer until the dispute had a resolution. We are willing to offer the customer $700 for his inconvenience only. The customer claims that we lied to him about his delivery time frame, if that is so, the lie was made true when we delivered the shipment within the estimated time frame. Since both the pick-up and delivery services were completed for the customer, we feel it would be unfair to us as a business to refund 1/3 of the customer total move costs. We did complete the services, again in the estimated time frame. If the customer has damages to his shipment we do have a claims department which will assist with this. We ask the customer to respectively accept $700 refund for his troubles.

As per this consumer contract, Binding estimate cost of move current per her list of items given to our sales associate,As per ALL our clients, 2-options was to be: 1) Re-visual walk true (in home estimate) and pay new quote by our estimator-foreman offer.2) Re-weighing her truck, which...

was to be elected by her, and pay the NEW weight by scale. No hidden cost as per consumers corresponds. Settlement: $350 check#[redacted] will be sent by USPS mail. Sincerely,Internal Resolution DepartmentELI Relocation LLC

As customer stated she was given an estimate as every customer is. An estimate is exactly that, an estimate.  With weight based moves we determine the final charges based on the weight of the shipment. The process for this is to weigh the truck light (prior to shipment being loaded) and heavy...

(after shipment has been loaded). Estimated weight was 8119 Lbs. Final weight ended at 10919. This amount was submitted to Ms. [redacted] in both her Legally binding bill of lading and revised written estimate both of which she signed at her pick-up. There was a small discrepancy at Ms. [redacted] move regarding the motorcycle. Our sales representative included Ms. [redacted] motorcycle on the inventory list but failed to charge her the Bulky Item fee we charge for motorcycles. Due to this mistake we did not charge Ms. [redacted] the additional bulky item fee which could have run anywhere from $200 - $350. In addition Ms. [redacted] move went up considerably in size. We completed a FULL PACK for Ms. [redacted], and did not charge her any additional packing for the additional amount of items that were packed on the day of her Pick-Up. I myself spoke with Ms. [redacted] regarding her final totals. She did not seem to have an issue with the amount at the time. She also informed me that she would not be handling any of the payment portion of the move. I would have to speak to her fiance [redacted] who would be remitting payment for the move. When I spoke with Mr. [redacted] he was very confused as to why the move ending up being so much more than initially estimated. I explained to him the additional weight charges. I also explained to him that the gas charges are greater due to size of the shipment being larger. His major concern was that he be able to pay all of the charges with credit card. I explained to Mr. [redacted] at this time that this was not pre-approved at time of booking however I would try to get an approval for the credit card authorization. I did indeed approach the accounting department twice with this request, it was turned down both times.  Ms. [redacted] was sent many emails, as well as signed all documents at pick-up which state clearly that the ONLY forms of payment acceptable at delivery are cash or post office money order. I do understand that this may not have been ideal for them, however Ms. [redacted] was informed multiple times how to pay at delivery. Once Ms. [redacted] shipment was loaded for delivery we informed her and her fiance of the estimated dates of arrival for the delivery. We first inform the customers via a phone call. Then we send a follow-up email to the customer. I spoke with each customer on this delivery and then asked our other office personnel, Platero to send out the follow-up emails. He is new in the office and sent out an email with a typo stating that the balance due for delivery was $200 less than the actual cost. Ms. [redacted] was furious that we would not honor the price sent to her in the email although she had previously signed her bill of lading, revised written estimate, and all other documents stating the balance due for delivery. After Ms. [redacted] proceeded to use extreme profane language on the phone, uploaded various BAD reviews specifically slandering my name we took another $200 from the balance due upon delivery to make her happy. We then gave them an even greater discount of $300 to make up for not being able to use the credit card as a delivery form of payment. I believe we have compensated this customer more than enough and do hope she is satisfied with her final balance.

This response is total fabrication or confusion.  I never made the statements included in that response.  I did set up the move of a few items from my parents home to my home, thus no one moved residences.  I believe the business is confuses about that.  I also, never told anyone...

to go to hell but after 6 calls in one day, I did ask them to quit calling me and just move the items.  My mother was at her home and was a witness to this.  I also did not tell anyone I was ready to accept the items at my home in August.  I have no doubt about this, as I was having construction done on my home and going on vacation that week.  I have no idea where they came up with that date.  The company never attempted to make the delivery, they never came to my home.  When a representative called me days before they wanted to deliver I told them it would not be possible, so they put the items in storage as they advertised the move came with 30 days of free storage.  Also, this business did not respond to my complaint of my very old antique desk being dissembled into 5 pieces and not reassembled.  This desk was over 100 years old and most likely it has been destroyed, but I have not had time to have anyone look at it.  It is also not likely I will be able to afford to have it repaired.  Again... I am totally appalled at the way ELI does business.  Unbelievable how they take advantage of people, their lack of communication and disrespect for others belongings.  They advertise they specialize in downsizing moves and are skilled at handling old and antique furniture and this is complete and total misrepresentation.

Consumer contract have basic .60 insurance in which  covers any damages (such to her refrigerator)  to be at this rate , however , consumer did received  inner refund company compensation (not mandatory as we cod assign damage to her .60 claim)  , her real-estate agent  was...

the one sending repair invoice and “the only one dealing”/to be connected on this order clearly instructed us mailing the reimbursement to the new owner not to consumer  , drivers not allow to demand any “tip” and will be call for an hearing for this complaint  (never brought to our attention by consumer) , driver allowed to hire out-labor at deliveries as well we allowed send delivery with our third-part carriers as long  licensed/insured/certified by DOT , discrimination as per “non speaking English” not part of our practice nor to be even if they are temp-labor at delivery point  , ALL delivery portion must be paid by 2-secured funds: cash/postal money order only consumer aware of that from first/end into all degree of the relocation  (e.sign order by sales dep. sent to consumers then our hard paper contracts) as well part of our tariff regulations.Our inner-refund $200 settlement was the last and final per this order matter.Sincerely,Internal Resolution DepartmentELI Relocation LLC[redacted][email protected] http://www.elirelocation.comUS DOT: [redacted]