Elite Moving and Storage

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 move. I 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.

First the people on the phone, who arranged the phone were very good. Any questions I had were answered quickly and accurately and honestly. Accurate prices were quoted. As the date for the move approached any changes were handled quickly and knowledgeably. The dialog was open, honest and accurate.
When moving day came, I was called and informed when the movers would be there. On the moving date the movers called when they were coming and arrived when they said they would. The items being moved were protected with blankets and tape. I was given an inventory and they were off.
When the items were arriving at the new destination, I was called a day before. The next day the movers were on time. They unpacked everything and everything arrived without damage and was reassembled and placed where we wanted it.
In short the move was hassle free for me and done exactly as the dispatcher said it would be. What more could you ask for?

Elite moving is professional on helping my move. Everything is smooth and the crew is friendly and helpful. I like their service!

I was VERY impressed with Elite! Not only was the office staff very courteous and professional, their team called an hour early and asked if it was ok to come early.... Yes, that never happens! =)
The moving team worked their [redacted] off, we have a lot of stuff. They were very efficient, and delicate with out belongings. I could not have been more pleased with how the entire move was handled!
Regards,
Jay G.

Initial Business Response /* (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 5 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 originally. The 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 6/30 - 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 rep. This 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 truck. When client declined earlier delivery - we told him that will contact him once we have info on the next available truck. So he was given a choice to be delivered sooner than later.
2nd email after the pickup was on 7/13 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 7/24 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 [redacted], company manager, that made an exception for him and agreed on accepting the credit card. We did not have to do that exception but were trying to help the client. Standard agreement was sent to client for any credit card payment. He 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 48 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 48 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 $150 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:
$120 for packing that were listed in the original terms and conditions
$150 for stairs at the delivery - originally listed in terms and conditions
$37.35 convenience fee was applied because of the forms of payment client decided to use.
final cost was $1700.00
We do apologize if there was a damage, please contact our claims department at XXX-XXX-XXXX to file the claim. Client has 9 month from the delivery date to file the claim.
Initial Consumer Rebuttal /* (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 $150. I have also noted this in the paperwork, as you'll see in your copy. I have attached and highlighted mine in the .pdf. I'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 /* (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 furniture. We do apologize that did not have this information as the $1450 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 $150. 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 office. we 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 /* (4200, 14, 2014/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is getting ridiculous. If the long carry goes to the movers, then that's fine. I understand it's hard work. But as mentioned in my previous reply, this was NOT needed, but rather something the movers insisted on. So 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 neighbors. An apology is all fine, but there's no resolution. If 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 $150 I paid them for an unneeded job.

Complaint: 10939015
I am rejecting this response because: The amount is unfair. The  moving company did the damage Not me. I belive the so called insurance company they use is just another part of there group. Made to screw people out of just monies deserved. My claim should be more, but I am not a professional adjuster. If they would just pay for what they damaged I would be happy. I sent the pictures of damage they requested showing most of their handy work. This company lies and tears up property and gets by with it. They should be forced out of business, their nothing but CROOKS. This is probably a waste of my time since I am only one person and they are a big company. Kind of like our government.
Sincerely,
Larry [redacted]

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.

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...

I am writing this as a warning to anyone thinking about using this company. They did not live up to the terms of their contract, cost me several thousands in lost business, said they would make things right and have a manager contact me (which they never did), and outright lied to me.