Elite Moving and Storage

Nice job by crew

I had a very disappointing and quite infuriating experience with DONNA from this companyShe was very rude and arrogant They are not transparent with their pricing as they discuss terms with customers over the phone and put something else in the contracti'm glad we caught it before it's too late!
My experience with DONNA is literally making my blood boilfor those who have the patience to read more, here's what happened that prompted me to weite this review
This morning, I called in Elite to clarify certain terms indicated in the booking confirmation they sent us, specifically the double charge for the travelling time between pipoint and the destination, because that was not mentioned to us during our inquiry with them (handled by Mary) Donna assumed that I do not understand the contract and tried to explain itWhen I told her that I perfectly understood thecontract that's why I was calling, she got aggressive and rudeI did not see the benefit of arguing with her so I told her that we are not happy with the way our transaction was being handled so just cancel our bookingAt that point she got even more rude and I decided to hang up on herI also replied to her e-mail on the booking confirmation expressing my disapointment on her rudeness and said they wil a well deserved review from usTo my horror, she called me twice and left messages on my voice mail using profanity!!! What a rotten human beingIf I were the owners of thisompant, I would fire her out immediately!

Original estimate was 5,total bill is now over 11,When I questioned the charges, I was informed I supplied incorrect informationMy reply was that I answered all questions ask of me, along with naming all items to be moved, room by roomThen their rep (Marie) went into a continuous loop, repeating the original answerThey have the leverage of being in possession of my belongingsI'll pay and sue to recover my monies and for unfair practices

Initial Business Response /* (1000, 7, 2014/05/05) */
We do apologize for any inconvenience but we did take care of this matter with the insurance company of the complainant and closed itNo farther payment above of what was paid to the insurance will be made as we handled the matter based
on their requirements
Initial Consumer Rebuttal /* (3000, 9, 2014/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have spoken with my insurance company - *** *** My claim #XX-XXXXXXXPer my insurance company, they have not received any payment from Elite (or any party) for this claimTheir records do not show any correspondence from EliteWho did Elite speak with? Does Elite have copies of their correspondence? Does Elite have a copy of a cancelled check? Their response admits liability
Final Business Response /* (4000, 11, 2014/05/14) */
If the client has insurance and they paid his claim the insurance should be in contact with Elite and we can provide them all the information they requesting if applicableElite will correspond with the insurance company in regards of this matter

We do apologize for any inconvenienceWe do our best to deliver
all items in the same condition we picked them up but unfortunately sometimes damage
does happen during the moveIn that case we do have to reimburse client per
the converge he purchased at the time of the move or prior to the move.Per our record, this client denied a full value protection
option and released the items to the value of $per pound per article.Based on our information the weight of the approved items on
the client is lbs, that is $Please let our claims department know
if the weight is not accurate so we could adjust the claimThey would need
some information to prove the new weightWe could as $to the settlement
the claims department offers to the client in a good faithPlease let us know if you accept that and we will send you
the settlement form for that amount

Initial Business Response /* (1000, 5, 2014/09/09) */
I do apologize for any inconvenienceWe did check the server and the last email that we have from this client is on 7/7/asking about delivery informationThere are no pictures and claim information received
If you wish to file a
claim, please contact our claims department at XXX-XXX-XXXX to start the claim and they will offer a settlement based on the liability level that was chosen with this move
Initial Consumer Rebuttal /* (3000, 7, 2014/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please review the evidence below (email and transmission header) concerning receipt by Elite Moving and Storage of my email and attachments dated 7.11.14, which they ignored in the same manner as most of my inquiries concerning the late delivery of my furnitureRather than address all of their transgressions I am focusing on one, the destruction of my garment steamerAny attempt by the company to dismiss my claim will be rejectedIt apparently is not enough that their prices are misrepresented, inflated, and that once they have your furniture as leverage, any fair sense of obligation to uphold terms of contract evaporatesI am happy to submit additional documentation and evidence concerning their handling of my move from the beginning, however I will not accept anything less than their guarantee before the Revdex.com that they will replace the garment steamerIt is the very LEAST they can do
Attachments with photos of the garment steamer are contained in the .zip file attached
From *** *** Fri Jul 15:21:
X-YMail-OSG: x9xiAmgVM1mY9jEfnNgoCLj8b3Sxxn8D2jejlbTU_KCFNzE
RoijCCe622zB.x8O3yRBRmvfikScenGtvJI3Sywzj6RLHA1ap7w3JReDK7AZ
14VIIGv.XRgOwflZV39mtK.1Tx99dP.b9QVyUtHg64wXqxeTQb0ElV9modkt
0h9tOg90EJF3FhMh0ZWTFPwFWz6RrjZMK9hPeMZ1IVsjbbN9BflFW_DULhaD
3RVVK8wQEN917X7gaRQQbTHwj45FrPVFX95xXgnBgvKFuT80zESjQc2TYIbZ
e0..VBOg20AHgFIE6gqlDkrgayzA1amChpujp2lEXXrR8xeJiS_GHLKDheIx
smieNbqa5bkwrslm3J0DNBDnh0_d3HSWlKZB4JxyVScrNYeUgd.YaUdl3gbN
UGKl0WAbwylMCP_PRCPWVQTMDguRnDP9iNEYJBNyn6LBD21MXkBAbIijoshu
pOlY1kDEZcQCdyLvU.wq8RIhv.wAc2WvAnsL9.7ngDVz.iKjLPWVWvaPIBHv
oA5pTIXs66wkCY7BByCbEy1zX_xMDDzMT7x5YGCLEufWcZfR1wMEzT.XJ
Received: from by webXXXXXX.mail.ne1.yahoo.com via HTTP; Fri, Jul 15:21:PDT
X-Mailer: YahooMailWebService/
Message-ID:
Date: Fri, Jul 15:21:-
From: *** ***
Reply-To: *** ***
Subject: EXXXXXX steamer
To: ***
MIME-Version:
Content-Type: multipart/mixed; boundary="XXXXXXXXXX-XXXXXXXXX-XXXXXXXXXX=:XXXXX"
Content-Length: XXXXXXX
Hi ***,
The two men who delivered my belongings suggested I attach these photos of the garment steamer that was received with a cracked base, making it unusable and in need of replacementPlease let me know what your policy is and/or the procedure for filing a claim to have it replaced
Thank you for your time and attention
*** ***
Attachments
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Final Business Response /* (4000, 9, 2014/09/11) */
I do see the information given by the client and checked ***'s email again - and still was not able to find anything from this client on July 11th
Again I do apologize for any inconvenience but if the client needs to file the claim, the process would be the same then and now, client needs to contact our claims department at XXX-XXX-XXXX and file the claim
Her claim will be reviewed and settlement would be offered based on the liability coverage client chose at the time of scheduling our service and confirmed again at the time of pickup

Hello, I am sorry for any inconvenience and would like to address the issue.Price:We were hired to move items from IL to FL for total of $2,Once arrived to the pickup location the client showed the movers all items that needed to be moved and it was total of itemsWe checked
with the client if everything needs to go because it is almost double of the original request and were told by the client to take everythingTo help the client we did load all the items at the new price of $so almost double of items for only $more.Our price changed only because the client changed the amount of items we needed to move.Delivery:To hire our service client needed to sign a contract ageing to the terms and conditions that very clearly stated that our delivery window is to business days from the 1st day client is ready to accept the items at the final destinationThe notice we offer for the deliver is by 6pm day before the arrivalI am sorry that once the client called to check on the delivery dates we did not have the information - that is the reason we do explain all clients that the notice will be only day priori am also sorry for the delay we had on the delivery but the delivery happened on the 1st day client was ready to receive the itemsClient told us that the first day he can accept it is 12/13/and we delivered the items on 12/13/Client did not need to wait weeks after the date he gave us as the contract state. Claim:We are sorry if there was a damage or a missing itemOur coverage is $per pound per article as the client denied to take the option with the full coverageOur company provided the coverage based on the liability option client chose to pay for. (not double the price of the entire move)

Initial Business Response /* (1000, 5, 2015/04/16) */
We do apologize If there is box missing, client should file a claim with our claims department and we will handle it in timely matter based on the coverage that this client purchased with her movei did check with our claims department
and they stated that they are still waiting for that claim to be filed with them so they could take care of it
In regards of the shuttle charge, all moving companies are delivering from Midwest to west coast on this size of the semiso all moving companies have a shuttle charge to move items from semi to smaller truck
our rates are based on us able to deliver with 53' trailer (72' bumper to bumper)At the time of scheduling this move, the sales rep asked if there is an access for 53' trailer to your destination and the answer client gave us is "yes"
This is why when we sent the contract for the client to sign in order to hire our services we wrote on the 1st page above the prices of the move "This price is based on available access for 53' trailer (72' bumper to bumper) at delivery location."
We also listed prices in the event there is no access for this size of trailer and the price was $At the delivery our company tried to help client and offered $off from this price

I am very sorry for your frustrationWhen we move a client we do our best to make sure that the
items arrive in the same conditions as they were picked upBut in the moving
industry sometimes there is a damage and if that happens we do reimburse based
on the liability or insurance lever that was purchased by the client.in this case you denied the package that we offered you with
a full value protection and chose to take the lowest level of liability coverage
and that is what we are basing our settlement amount onTell us why here

Had a fantastic moving experience from Houston to ChicagoPhyllis was really a life-saver and was there every step of the wayNo matter how many emails I sent her or how many times in a day I called her, she was extremely responsive, polite, and professional, something that made me choose Elite over the other companies I was looking at Just one thing to be aware of though is the payment - the company requires a deposit payment, a payment at pick-up, and payment at delivery, all three have different payment methodsThey accept credit card only at the deposit stageThe pick up stage can be through cashiers cheque, money order, or cashThe delivery stage you must pay in cash or through a postal money orderJust something to be aware of in case any of these may pose an issueHoping they adjust this in the future
Despite the payment inconvenience, I am still giving them solid stars because their service throughout the moving process was brilliant

My moving team was prompt and courteous The foreman had called me, as the company had informed he would, before arriving at my first destination and when he arrived They did a good job padding and wrapping my T.Vand dressers They broke down my daughter's twin bed and reassembled it quickly at the final destination The foreman was able to assess each site in order to know what furniture needed to be strategically placed after I had given direction of what I expected Overall, my first time moving experience into my new home was awesome Elite Moving gave clear direction of what to expect, and it was true!

excellent service team did a fantastic job

Initial Business Response /* (1000, 5, 2015/01/16) */
I do apologize for any inconvenience with this move
Unfortunately our driver got sick on the way to this pickup and had to go the emergency room and we had to assign a different trailer and driver to this pickupThe results of this we
were day late over the promised pickup dateThis situation also delayed all of our deliveries and we were late day for over a promised window to deliver
Because of this inconvenience we did discount client's move by $and voided the stairs charge in the delivery in the amount of $(steps at the delivery)
We are sorry that there was a day delay on this move but we assumed that providing total of $off from the total cost of her move, would resolve the situation
Initial Consumer Rebuttal /* (3000, 7, 2015/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I feel as if my total deposit should have been refundedAccording to my contract, if I had not been ready for pick up on the scheduled date, then I would have forfeited my security deposit of $A business should plan for emergencies, that should never be the consumers problemFor that I had to pay additional to stay in *** I was told if I cancelled that I would've received a full refund, but it would've been impossible to find another company the same day of moving, especially with my deposit tied up with eliteIn addition, once my belongings were picked up, I am still missing my box of electronics that was left in the driveway the night of the moveI was told hat the driver would pick up and it's presumably stolen because they don't have, nor do II had to call them whenever we spoke after the initial pick upI was told someone would call back, and each time, I'd give hr and call againThe policy us to call days before delivery to give a date and hrs prior to dropping off the deliveryThis did not happenI finally called late evening the day before, (no day notice) my contracted delivery, to find out, to my surprise that my furniture still would not be arriving on scheduleIf I had not called, how would I have known? This has been so stressfulMy things did arrive one day lateFurthermore,After your initial delivery request date, you can get your belongings up business days after, but they deliver on weekends, very confusingI was also told that the drivers and the company are not relatedIn my initial call to set up a contract with this company, I was told that the drivers belonged to the company " no outside" moversA good amount of my belongings arrived damaged or smashed, even plastic bins were broken or crushedI've never experienced such unorganized professionals I have fibro and this experience caused my stress levels to sky rocket, which in turn, caused my pain levels to go upI have yet to make my insurance claim for my missing belongings as well as my broken and smashed belongingsThis has all been so much I just want to be done with this company
Final Business Response /* (4000, 12, 2015/02/11) */
We are very sorry about the stress that this move caused youWe were day late to pickup and day late to deliver and we are very sorry about that, but that is the reason that this client got discount in the value of $from the total cost of her moveThat is by far more than any company we know would offer herIn addition we do not offer to call clients days before the delivery but by 6pm day prior to the delivery
Again we were at fault for being late day at pickup and delivery, but the discount and services that were rendered to client in the amount of $should be sufficient for that delay

The staff at the business office were very polite and extremely helpful with making sure I had everything I needed for my move They made sure I understood the estimate and the entire process I received several phone calls reaffirming that things were a go The day of my move I received a call from the office saying the movers were running late due to an earlier move The moving crew arrived and got to loading the truck immediately I began to worry about the timeline because I could only move in my new place between certain hours Well, they guys pulled it off with plenty time to spare They were so quick that the move came in under the estimated costI don't see myself switching to any other company should I need a moving service again

Initial Business Response /* (1000, 5, 2014/02/24) */
I am sorry for the inconvenience and not sure what is the complaint about
This client contracted our services to move her items form IL to FL, to be picked up on 01/30/and delivered between 02/03/and 02/20/The items
were picked up on 01/30/and delivered on 02/10/
At the time of scheduling the client was advised that because she is on 2nd fl at delivery we give steps free and each additional steps would cost $- we listed that on the contract in writing because we had that conversationIn addition we did advise that our trailer should be able to park within 75;' or less from the apartment door of the delivery location and that if that would not be possible - there will be a long carry charge
The client read the contract, signed the agreement outlining our terms and conditionsWe do apologize that he needed us to perform these additional services at the delivery - but this information was fully disclosed to the client and was part of the contract

For anyone planning a move, do yourself a favor and hire ANYONE else You'll be glad you did Worst experience EVER!
I had used Elite to move from a storage facility to my temporary residence and they were very good Extremely professional and very fast 1/hours to move us in and every box was in the exact room it needed to be I arranged for them to move us from our residence to a house we purchased miles away Same amount of rooms/furniture as last time (bed rooms) so I assumed it would be about the same, a four hour quote They originally quoted hours When I asked why the difference, they could not answer me and re-quoted me four hours The movers arrived and informed me that there was no way they could get the move completed in four hours Again I asked how the previous crew was able to do so? No answer I had no choice and told them that I would pay for whatever time it took I would also like to note that we had already wrapped/secured the furniture and it was staged in a few rooms of the house Also, all beds were disassembled and securedWhen they opened the truck to begin loading, I found out why the crew who arrived were going to have to charge me more and would take more time They quoted me four hours for the use of an entire fttruck Unfortunately, the crew who showed up didn't have an empty truck As such, they were unable to fit all of my possessions into their truck in one trip Had they arrived with an empty truck, it would have all easily fit So, they expected me to pay more because they didn't bother to empty their truck first As far as I'm concerned, that is fraud Also, they were obviously in such a hurry to be gone, they dropped boxes wherever they wanted, even though the boxes were clearly marked as to which room they should go in I spent the next four days playing "where's my stuff" while trying to unpackThe manager called on Monday after the move to see what my experience was with the move I told him all of this I also suggested that, if his crew were going to call people names, they should not use words that everyone knows My son heard them call me a *** and he knows what the word means He seemed very upset by this (not the horrible service, just calling me names where they could be heard) and was going to "get to the bottom of things" and call me the next day It's been a week and I've not heard back at all

We do apologize if there was a damage to some of the items.
The client informed us on 9/8/2015 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 10/2/2015 client contacted us to let us know that she also has an ottoman...

missing. At that time we checked in our warehouse and did not find it. We 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 manager. she is a Customers service Manager.

We are sorry this client is not happy with the service. We did 2 moves for this client in the past. the 1st move took us 5.5 hours to move and the 2nd move, the one that in question here was done within 4.75 hours - that is 45 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 45 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 claim. Tell us why here...

I do apologize for any inconvenience.After checking with the claims department they offered a settlement
for 515 lbs at the liability coverage was taken with the move. The full value
protection was denied and items were released to $0.60 per pound per article.
If the weight is not matching your...

information please let our claims department
know so they could revise the settlement. Tell us why here...

Initial Business Response /* (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 49 items and we offered that service for total of $1512.91. The client was not able to be present at the...

pickup and had agent appointed to be there instead of him. This 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 move. Client's agent directed us to take all the items for the new price. The movers picked up total of 91 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 /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was given the option of 10 a.m. - 2 p.m. and was told that I would be charged a 2.5 hour minimal service charge at $110 per hour. I 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 8/26. 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 available. I 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 Chicago. I met her and the movers later that afternoon in Chicago.
My loading start time was 12:15 p.m. and end time was 1:34 p.m. (1.25 hrs), but was charged the 2.5 hour minimal charge totaling $275.
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, 2015.
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 company. All I wanted was a smooth transition into my newly purchased home in LA. Instead, I got a nightmare.
Hopefully there aren't any issues when my items arrive in Los Angeles.
Final Business Response /* (4000, 9, 2015/08/31) */
I am sorry that this move is causing you stress. We tried t help you with this move to the best of our abilities but if we have a contract to pickup 41 items and we arrive to see 91 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 2.5 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 /* (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 21-23 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.