Elite Moving and Storage

Initial Business Response / [redacted] (1000, 5, 2014/05/01) */ We do apologize for any inconvenienceAfter investigating this case and reviewing this complaint we found that there was a mistake down with the cost of this move The movers gave binding estimate on the day of the pickup $1,and client signed that estimate and initialed each line of each charge After the move was completed the movers revised the high estimate of $1,to lower estimate and listed the new estimate on the bill of lading in the total of $including $for packing that they performed Client paid total of $($as the deposit by credit card to schedule the move and $by cash to the movers directly)This amount was listed on the contract and client signed approving this amount With this new amount the balance of the move at the delivery should have been $and not $as originally presented to the client If the client paid extra money directly to the movers to make a deal outside of the companies contract -we are sorry and did not have control over this situation at the time of the pickup - but at this time after knowing it - the foreman that was responsible for this move was removed from his position as this behavior is unacceptable in our companyWith that said - we cannot prove of what happened on the deal that is not documented in our paperwork and only thing that we can do is to revise the estimate to lower numbers We also will be covering the storage fees all the way through 05/10/and will cover the storage expenses of storing this shipment in storage in Tampa FL The client can pay the right balance of her move in the amount of $and pickup her items from the storage Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/05/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/11/07) */ on the 10/27/we did book this client for moving in the morning of the 31st but because of some conflict in scheduling we could not accommodate this time and notified the client on the 28th that we can still accommodate the move on 10/but will not be able to arrive before 11am We do apologize for the inconvenience, the $prepayment was returned to the client once she advised us that the new time will not work for her

I used them in to move me from nc to IL and they did what they said they would will minimal damage to my goods, so when I moved back to nc in I used them againBIG mistake , they damaged all my large items, only the things I packed made it in one piece, They broke my kitchen tile table and of the oak chairs, they broke the brass post and the porcelain [redacted] on it, they destroyed my brand new electric oak fireplace which I had just purchased in IL in 2014, they damaged my box spring and mattress, they broke the class they had packed for my oak hutch, and with all this damage they offer me $I can not believe they can destroy all my furniture and not offer me a decent reimbursementStay away from them!!!

I do apologize for any inconvenience and will follow through on your case.At this time please file the claim with all the items you claim broken or missing so we could review it and provide you a settlement based on the liability coverage you chose with this move.My name is Ira and I am above MarieI been communicating with you through the Revdex.com on this matter and will continue do so through the Revdex.com so this way there is no question if you received a respond or not

Initial Business Response / [redacted] (1000, 5, 2014/07/31) */ We do apologize for any inconvenience with the delivery processOur mission is to deliver every client as fast as we canWe did deliver this shipment on 7/21/and did give the client $discountIn addition the delivery driver helped the client with additional deliver and move that were not originally requested

We have used Elite Movers for many moves over the past several yearsI can not say enough about how exceptional their service isThe movers are highly efficient and respectfulThey are also very thorough in their packing, and speedy in delivering to the next locationAlways arrive right on time and get straight to work We've referred many family members to Elite, and they've had the same experience as wellLook no further for a great moving experience

I scheduled and contracted a move with Elite Moving and Storage back on July 2, with my pickup window being August 21-28, I called the office in the morning on 8/to make sure everything was on schedule and I was told by the representative I had been working with "that yes, everything is set and you will receive a call one day prior to pickup within the scheduled window" I received a call from another representative today, the first day of my scheduled pickup window that due to a "technical issue" they CANNOT get a truck in my area therefore, my contract is CANCELLED!!! But they are so sorry for the inconvinence this may cause me I intend to contact the Attorney General's office in the State of Illinois to find out if they can legally do this without some kind of ramifications DO NOT DO BUSINESS WITH THIS COMPANY THEY ARE NOT TO BE TRUSTED TO FOLLOW THROUGH WITH A SIGNED CONTRACT

Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ I am sorry that you are having stressful experience with this relocation When this move was scheduled, client asked us to move total of items and we offered that service for total of $The client was not able to be present at the pickup and had agent appointed to be there instead of himThis agent was authorized by the client to sign on all the documents for the move and instruct the movers on what items to take and direct other aspects of this relocation Upon arrival to the pickup, movers seen that there are much more items to moveClient's agent directed us to take all the items for the new priceThe movers picked up total of items per his instructions and approval of the new cost After the pickup client contacted our office and each time he called we spoke to him and explained the situation and gave him his options including an option that he can come and pickup the extras from our storage Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was given the option of a.m- p.mand was told that I would be charged a hour minimal service charge at $per hourI initially tried to schedule for Saturday August 22nd, Saturday August 29th or Saturday September 5th to have someone come on my behalf go to their warehouse to get the additional items out of storage On Thursday August 20th when I called to confirm a Saturday, I was informed by Marie that the warehouse manager's team was not available on weekends and if I wanted to retrieve items within the next week, it would have to be on Thursday 8/20, Friday 8/21, Monday 8/24, Tuesday 8/25, or Wednesday 8/For the the week following week, the available times were not know The big issue with a 10am - 2pm time, was that most people were working their jobs during the time that the warehouse was availableI scheduled a time for Wednesday August 26th , ended up hiring Chicago movers , taking off of work and paying for a last minute flight from Los Angeles to Chicago to ensure that this issue was resolved I was able to find a friend to go to the warehouse on my behalf while I was at the airport on Wednesday August 26th and talked her though separating my items into items that will be shipped to Los Angeles and items to remain in ChicagoI met her and the movers later that afternoon in Chicago My loading start time was 12:p.mand end time was 1:p.m(hrs), but was charged the hour minimal charge totaling $ I am now in the process of having my items shipped to Los Angeles and have filled out my shipping paperwork today, Friday August 28th, I have come out of pocket far more than I'd ever imagined and have been through a tedious process to get my items shipped, including airfare from Los Angeles to Chicago and hiring an additional moving companyAll I wanted was a smooth transition into my newly purchased home in LAInstead, I got a nightmare Hopefully there aren't any issues when my items arrive in Los Angeles Final Business Response / [redacted] (4000, 9, 2015/08/31) */ I am sorry that this move is causing you stressWe tried t help you with this move to the best of our abilities but if we have a contract to pickup items and we arrive to see items waiting to be moved and once we give the cost for all the extra items to your representative and we are told to take them all - that is what we do I am sorry that our availability did not work well for you but that is all we had available and we could not cancel any moved scheduled in advance to accommodate the time needed for you We also form the beginning mentions that our minimum is hours to have a crew waiting for you in the storage instead of heading to another job outside we will try to deliver your items to you as soon as we have a trailer available and hopefully that would help you to get situated in the new place Final Consumer Response / [redacted] (2000, 14, 2015/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) The items are on the way and last week we confirmed the delivery 21-of September as an estimated delivery window with another update from the driver day before he arrives in case of unexpected changes on the way

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] Why would it be based on coverage level and time Like I said I was a 5th mover If I didn't move items with them they would have never finished faster Plus I previously moved ALL the boxes myself before the moveI had just about the same amount from my other move but they had to move all the boxes as well So they should have finished quicker than what they did due to the fact that there were no boxes to be moved The coverage level has absolutely no relevance to this move whatsoever I understand that you are trying to cover yourself the best you can by focusing on the good points, but in actually due to what I said previously there are absolutely no good points

We are sorry this client is not happy with the serviceWe did moves for this client in the pastthe 1st move took us hours to move and the 2nd move, the one that in question here was done within hours - that is min faster than the 1st one.Client refused packing and wrapping of all of her items in order to save the money and time and the movers, knowing that this is not the way we prefer to operate had the client to sign a waiver for any damage as she is the one that refused the packing of the items.Since then we spoke few times with the client and emailed and mailed her the claim form as she mentioned that she has no time or money to print the claim form from the email.We are waiting for the client to file the claim and once it will be done we will be responding to the claim according to the agreement she signed with us.We are sorry this move was stressful but in regards of moving slower, the movers actually finished the move min faster than the 1st move and they I the client to wrap her items to avoid damage but she refused.We are here for the client and still waiting for her to file the claimTell us why here

We do apologize if there was a damage to some of the items The client informed us on 9/8/of some damaged items and on that same day we emailed her the claim form so she could file to start her claim process On 10/2/client contacted us to let us know that she also has an ottoman missingAt that time we checked in our warehouse and did not find itWe did advise the client to add the ottoman to the claim she will be filing Till that date, 10/27/2015, our claims department did not receive the claims forms back from the client to start the process going Please send us all the paperwork and information needed to file the claim and we will offer a settlement based on the liability coverage that client chose on the day of the move The client has been speaking with Marie that is our upper managershe is a Customers service Manager

Hello, The TV is being shipped [redacted] to the client for today delivery based on their tracking informationWe are sorry for any delays

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ I am sorry for any inconvenience with your move in I checked with our claims department and they received that information from you on 8/6/They are reviewing all the details of the move and will be responding to your directly

Initial Business Response / [redacted] (1000, 5, 2014/02/27) */ We do apologize for the inconvenience and would like to clarify this move This client sent us an inventory that we went over updated in our systemWe had items listed at cfClient agreed to use our services and scheduled the move with usAt the time of scheduling we did advise that this is a binding price for items listed (the items)This price is based on us providing moving blankets for the move and client either providing tape for the blankets and packing all the loose items that can fit into the box and boxing all items that have any glass or fragile parts - or we would be providing the additional packing service on the day of the move, if these items would not be prepared correctly Client received different emails with these terms and conditions [redacted] - moving quote with general information, [redacted] & [redacted] - page binding estimate with very detailed terms and conditions) that included an information that this is a binding price for 80- items listed in this estimate and the extra charges that will be applied if items will not be packed correctlyat the time of scheduling we also advised client that our delivery window is to business days from 1st available delivery date, we delivery on the weekends and we call by 6pm day prior t the deliveryThis information was also part of terms and conditions The client is not happy with the additional charges for packing and for extra cubic feet - and we are sorry for that, but on the day of the pickup the movers picked up over items instead of 80- that were listed on the contract and the movers had to use our packing materials and labor to accommodate all the items as per our terms and conditions in regards of the delivery restrictions, client referring to an email she sent our sales rep before booking the job and she was stating that before she will schedule she needs to know if we can meet insurance requirement of her buildingshe emailed us a page with the requirements and the only thing our company checked is the insurance amount that is needed for the company to enter this buildingafter checking we did notify the client that our insurance meets the requirements of that buildingat no time we notified the client that we review or agreed to accommodate any other requirements and restrictions above the insurance amounts At the time of scheduling the client did not notify our office that our delivery needed to be limited to Monday to Friday and that she needs `week noticeEven when our sales rep told her that we will call her day before the delivery and that we do work on the weekend - she did not correct her with the restrictionsWhen client signed the contract with the terms and conditions explaining that the delivery could be any day of the week - she did not correct or notify us that there is an issue and at the pickup she signed another documents stating the same delivery window with only day of notice - and again - client did not correct us on that page as well We do apologize for any inconvenience but this client did have additional items to move, the items were not packed per our requirements for safe transportation and the movers did need to provide the packing materials and to pack (labor) and at any time if we would know about the restrictions on the delivery days and hours we would quote an additional cost from the start in addition at any time that the client had a questions she always got a respond, it maybe not the respond she was looking for, but at all times our office answered her questions with the information we had available Final Consumer Response / [redacted] (4200, 16, 2014/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I provided documented evidence of my claims and Elite provided one paragraph apologizing for any inconvenience, but have still not accepted any responsibility or provided justification for charging me 29% more than the binding estimateThe response, the service, and treatment was unacceptableI didn't expect additional service or exceptions, just ethical, honest, and professional treatment The missing and damaged items have been filed with the outside contractor for Elite MoversWhile I cannot change the circumstances or results of this decision; I can and will do my best to educate potential clientele about the lack of quality, professionalism, and integrity of Elite Movers Final Business Response / [redacted] (4000, 14, 2014/03/19) */ We do apologize for any inconvenience with this move After checking the facts on this move again, we stand by the information originally provided in our first respondsElite acted based on the terms and conditions client signed with our company and did not apply any charge that was not listed in our terms and conditionsIf we would make an exceptions from our term and conditions that client signed we would write an addendum in the contract like we do for other clients that asking for us to make exceptions or provide additional services If there was a damage or a delay we do apologize, please contact the claims department at XXX-XXX-XXXXThey will respond base on the coverage that was purchased at the time of the move

Initial Business Response / [redacted] (1000, 5, 2014/09/17) */ We do apologize for the inconvenience and would like to explain the charges At the time of scheduling, as well as in the contract client signed, we did explain that anything that has a glass - must be in the box or cardboard protectionsNo loose items will be accepted unless they are in the boxWe did explain that we will not take any small boxes like shoe box and did list in the contract the sizes of boxes we were prepared to take *client signed that contract to hire our service much before the pickup day)We also listed in the contract that will not accept boxes under 10"'x10"x10" Here is the sizes of boxes we were prepared to take under client's signature: BOX, LARGE CF (18X18X26) BOX, MEDIUM CF (18X18X16) BOX, SMALL CF (17X13X13) ll items that we supposed to move - should have been on the contractOnce the movers arrived they seen allots of boxes like toaster or blender box (just example) that we could not move as it is impossible to secure them on the truckMovers did all correct based on the contract and packed very small boxes into the boxes that we could transport The movers did tell the client that packing is additional cost and the final packing cost as the same as the contract client signed already After talking to client we did remove the labor for mattress covers in the amount of $and a roll of shrink wrap in the amount of $so the discount in the amount of $total The prices for packing we used are the same as in our tariff that we have to use by law, they standard to what moving companies charge in the industry and we cannot compare them to self pack service rates that client mentioning If all the loose items that can fit into boxes would be packed and ready to go - we would not have to add these chargesOverall client's packing charges are lower from the original estimate she signed with us but we packed more items Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The boxes in question (blender, etc) were included in the total number of boxes providedFurthermore, they were larger than the dimensions specifiedThe main issue here is, however, that the company did not provide the COST of the charges before the services were rendered; they did get verbal agreement before they completed the work but we were not notified of the price of the specific packing supplies or of the labor until after our items were in the truck We are pleased with the reduction in the price of the shrink wrap Final Business Response / [redacted] (4000, 9, 2014/09/19) */ The price was offered originally if it was not emphasized or noticed we do apologize for that but it may have happened because the packing cost was the same as on the original estimate that you already agreed for Movers took care of the items based on the contract you signed and if the blender box was on the list it should have been the size we have listed it on the contract or it should have been updated by client together with other small items business days prior to the pickup Final Consumer Response / [redacted] (4200, 11, 2014/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The estimate that we agreed to was for moving supplies that the company said we could buy ourselvesWe provided the moving supplies that were listed, but there was a large number of moving supplies and other related expenses that were NOT included in the estimate (and so we could not provide ourselves)Again, we did verbally agree to the services and supplies BUT were NOT given the price of the services or supplies before the services were rendered and our belongings were already on the moving truck

(The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response as this is a gross misrepresentation of the facts and reality of what has occurred and I find this to be incredibly troublingI have not been informed, which is why I contacted the Revdex.com and other agencies until this response, that the ottoman was not foundI attempted to contact Marie twice to follow up and because she did not answer the callI was informed by the female representative that the matter was still being investigated and Marie would contact me accordingly; that until the investigation was complete I should not file any claims as I could only file one claim including all damaged and missing itemsBecause, I never received any communications from Marie or anyone else informing me that the item was not located I did not proceed--which is indicated in all of the correspondences I have sent to the Revdex.com and other agencies that have been contactedNow, that I have been notified I will complete the said documentsBecause Marie has emphatically chosen to not communicate via phone and email I would like to directly and only interface with someone in Executive Management or the owner directlyTherefore, I refute the statement that I have been in communication or speaking to Marie as I have not, as she has been categorically unresponsiveThe continued poor customer service, lack of response, and lack of clear communication is again grossly problematic and the misrepresentation and statement indicated in the company's response is also problematic

We are very sorry about the delay on the delivering your TVIt was scheduled to be delivered this coming weekend and after speaking with you per your request we will reschedule the delivery to next Monday after you are back in townAgain I do apologize for any inconvenience that this delay caused you

Elite moving is professional on helping my moveEverything is smooth and the crew is friendly and helpfulI like their service!

Initial Business Response / [redacted] (1000, 5, 2014/08/04) */ We do apologize for any inconvenience with this relocation I would like to address this complaint: This client hired our services and signed a page contract with us explaining terms and conditions that we agree to comply with including the explanation about packing service, stairs, delivery notice and more When the movers arrived to clients home and seen that there is no tape and TV's not packed, they charged the client according to the contract that he signed with us originallyThe packing info is explained verbally and then also listed in the terms and conditions of our contract that client needs to read, initial each page and sign in order to hire our service Each time client emailed the sales rep after the pickup he received email respond or call from our office 1st email he sent on 6/- asking sales rep to let him know if the movers arrive before he is available - if his landlord could accept the shipment- he received written respond from the sales repThis email is also a reason for our call when we got extra space for his load for earlier delivery and we were trying to help the client and have him delivered earlier (as per his email) instead of him waiting for later truckWhen client declined earlier delivery - we told him that will contact him once we have info on the next available truckSo he was given a choice to be delivered sooner than later 2nd email after the pickup was on 7/asking on the status of his delivery, he received a call from [redacted] telling him that we do not have any info at this time but will call once we have it 3rd email client sent on 7/asking if sales rep can help him with the payment for the delivery as it is difficult for him to get us the form of payment he agreed for (we accept only cash or postal money at the delivery - advised verbally before booking and we list it in terms and conditions)In respond to that email, client got a call from ***, company manager, that made an exception for him and agreed on accepting the credit cardWe did not have to do that exception but were trying to help the clientStandard agreement was sent to client for any credit card paymentHe cannot pay with credit card and list that he reserves the right to cancel it if he wants to We do not offer a notice hours before the delivery and client did write that request on the delivery page next to remark form our office stating that we cannot accept any special request for delivery notices and the only notice we will offer is a call by 6pm day prior to the delivery unless client would get it in writing from our office agreeing for hours notice Before the delivery client did let us know that he has stairs at the delivery and we did tell him that there is $charge for the stairs, - again an information that was already provided to him and was listed in the original contract We do apologize of the movers at the delivery did not know about 2nd rout of going into client's complex, but we are advised that the delivery was made from the rout that the client directed us and there was no additional charge except the stairs charge that were already approved prior to the delivery So the only additional charges client had are: $for packing that were listed in the original terms and conditions $for stairs at the delivery - originally listed in terms and conditions $convenience fee was applied because of the forms of payment client decided to use final cost was $ We do apologize if there was a damage, please contact our claims department at XXX-XXX-XXXX to file the claimClient has month from the delivery date to file the claim Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The "long carry" charge was indeed billed to me, and required in cash, for the amount of $I have also noted this in the paperwork, as you'll see in your copyI have attached and highlighted mine in the .pdfI'd like to note that charges like this, which are then denied, are exactly why I'd prefer to use a card than cash during a business transaction I'd also like the movers' unprofessional behavior on my patio addressed Final Business Response / [redacted] (4000, 12, 2014/08/19) */ We do apologize for the inconvenience The long carry charge does go to the movers for a long walk with the furnitureWe do apologize that did not have this information as the $was applied on the day of the delivery and we did not receive the contract in our office yet with this new information If the movers had to walk with the furniture 225' - there is a long carry fee that we do apply and the amount of $Again, do apologize for not having this information as it was added at delivery by the movers the 48' hour notice was written by client but never accepted by our office as it is clearly stated on the page he wrote that no changes to the terms of delivery dates and notices will be accepted unless they are approved in writing by our officewe do apologize for the inconvenience that our notice caused the client but we did mention from the beginning that we offer only notices by 6pm day before the delivery and no sooner as it is impossible to know in advance of when delivery will occur On July 13th client did send and email and had gotten a call from [redacted] in our dispatch instead of an email reply we do apologize if the movers were taking time on clients balcony and that is not acceptable- this issue is being addressed with the movers and we will be taking disciplinary actions against them after checking on this issue Final Consumer Response / [redacted] (4200, 14, 2014/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is getting ridiculousIf the long carry goes to the movers, then that's fineI understand it's hard workBut as mentioned in my previous reply, this was NOT needed, but rather something the movers insisted onSo they were, by your logic and admission of the alternate route in the previous response, creating an additional job so I'd be charged more These are the same movers who were spending time on my deck staring at my neighborsAn apology is all fine, but there's no resolutionIf I can't trust the movers to do an honest job, I'd at least like the company who hired them to refund me the additional $I paid them for an unneeded job

The move was done on 4/14/and the claim needs to be filed by 7/14/so we still have month to file itWe did mail the forms in the past and will mail another one today, this time with priority mail so we could track it( [redacted] **)Once our claims department will receive the claim information and the pictures, they will review each item and item and will respond with the settlementThis settlement will be based on the coverage level was chosen by the client at the time of booking the move