Encore Moving and Storage LLC

When I heard about this and as you can imagine, we were mortified having to make a call to let you know that a representative of ours had made this errorAs you can imagine, being that close to Canada, we do not get a lot of moves there so, the software that we use was not familiar with the area we suspect and due to a number in the zip code being transposed, this is what contributed to this issueWe noticed this 4-days in advance thankfully but, due to everything being done digitally now, we feel had it been done the "old way" we would have noticed it much soonerWe still offered her a very competitive rate and also offered her packing at no charge, refunded her deposit and offered to find her someone to facilitate the moveThe last thing that we ever want to do is create any more stressIn efforts to be completely transparent and honest; we made the call to the customer to bring it to her attentionWe never had any intention of this happening but are taking full accountability for our mistake and as I mentioned, offered to find her a reputable mover in the area as well as credit her $(to use with another company if she sees fit) for the trouble and her timeIt isn't easy to say we made a mistake but, we feel that honesty is the best policyPlease accept our sincerest apologies and if she still needs help, please let me know NOTE: We did not move this customerWe refunded the deposit she paid initially and offered an additional $dollars as well as offered to find another moving company in the areaWe have done everything that we can think of doing in this situationPlease let me know if you have any other professional suggestions Thank you, Allison C(Owner)

To whom this may concern, I am just returning from a leave regarding a personal family matter so, I apologize for the delayWith regard to this customer, I would like to start by saying that we apologize for any inconvenienceWe believe that there has some confusion and frustration
unnecessarily caused in part by poor communication on our sideFirst, the $that the customer is referring to is, a "Shuttle & "Stair Fee"Second, the customer did not pay with cashThe customer paid with a credit card and we do have supporting documentationMore importantly, the issue that we have is that we have an upset customerThis is the most important partThis, I will do my best to resolveWhen the customers items were loaded, we accidentally left behind a couple of large items (due to our wanting to load them last) and unfortunately, these items were left behind and had to be re-deliveredWe did in fact re-deliver them but, due to this happening, if I would have known about this situation, I would have waived thisFor the record, we have not received any claims through our insurance for this customerShe has up to months to file a claim if there was ANY damage or anything, we are happy to help with this process and are happy to refund the $due to having to re-deliver the items due to a mistake made hereI have never spoken with the customer however, I did call and left voicemails for this customer and have yet to receive a return phone callPlease reach out to me with any further questions or concernsThank you for your time. Allison (Owner)

To whom this may concern, We apologize for any inconvenience or miscommunicationDue to this company not being able to facilitate the customer's move, we were asked to facilitate itThis job was brokered to usI feel that I need to explain some backstory due to the very serious
allegations that are mentioned in the consumers complaintWe are in fact a real moving companyWe originated on the West CoastWe hired someone to help us come up with a company name that targeted a specific areaThis person came up with a very generic name that has now caused us mass amounts of grief and damageWe receive harassing phone calls to our personal cell phones, we have been slandered and have documents and recordings with customers to prove thisWhen we came to this area, as a small humble business and eager to get started, we very naively went into this, not understanding what was happening behind the scenesWe have np affiliation with ANY other *** Moving in IL(there are many in the surrounding areas as well) with that said, once we discovered what was happening, we filed for a name change (legally) with hopes that this would clear up any confusionAgain, we are good people not acting out of maliceI feel that you have been in touch with another company and that is what is fueling this complaintWhat I can say is that, we provided you with documents I believe, all with our DOT#, all with our phone numbers, all with any information that you may need to file an insurance claim etcIf there was any damage whatsoever, we give our customers up to months to file an insurance claimI would encourage you to reach out to me at any timePlease keep in mind, the other company has reached out to our customers, my family members and many othersNot one time have they contacted meMy number is accessible and availableI believe that you may have been mis-informed about who we are and what we doAgain, if you have any damages or any concerns, I am happy to address them at any timeWe of course have all supporting documentation available and are in full complianceWe would be happy to helpPlease call ###-###-####Our name is now Encore Moving & Storage LLCand is trademarkedGive me a call! Thank you, Allison C-Owner

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and will accept the refund of $650 as a solution simply because I have no more time to spend on this issue. I have wasted an inordinate amount of time and energy dealing with the egregious acts of this company.  For the record I received 1 voicemail from the Allison, not 2 and I haven't had time to call her back yet. Also, there is no confusion on my part, I am very clear about who this company is and how they operate.   You haven't seen a claim from me yet because my claim has been kicked back twice for "incompleteness" after spending several hours filling out all the information. The 3rd party claim website appears to be designed to be difficult and frustrate people into just giving up.  I will be filling the entire thing out yet again for a 3rd time shortly and you will see the claim at that time. Additionally, I hope that Allison is able to go to my yelp review under [redacted] Moving and Storage LLC to see photos of the condition of my boxes when they were delivered. I think you will be shocked. I see that blame is being placed on the contracting company BAM express Inc and they are certainly culpable. However, many of the egregious acts were committed by [redacted] LLC themselves. Please refund the $650 to the credit card it was charged on.  I will be returning your call later today in the event you need card information to do so, you can get it from me at that time. 
Sincerely,
Melissa [redacted]

When I heard about this and as you can imagine, we were mortified having to make a call to let you know that a representative of ours had made this error. As you can imagine, being that close to Canada, we do not get a lot of moves there so, the software that we use was not familiar with the area we...

suspect and due to a number in the zip code being transposed, this is what contributed to this issue. We noticed this 4-5 days in advance thankfully but, due to everything being done digitally now, we feel had it been done the "old way" we would have noticed it much sooner. We still offered her a very competitive rate and also offered her packing at no charge, refunded her deposit and offered to find her someone to facilitate the move. The last thing that we ever want to do is create any more stress. In efforts to be completely transparent and honest; we made the call to the customer to bring it to her attention. We never had any intention of this happening but are taking full accountability for our mistake and as I mentioned, offered to find her a reputable mover in the area as well as credit her $100.00 (to use with another company if she sees fit) for the trouble and her time. It isn't easy to say we made a mistake but, we feel that honesty is the best policy. Please accept our sincerest apologies and if she still needs help, please let me know.  NOTE: We did not move this customer. We refunded the deposit she paid initially and offered an additional $100.00 dollars as well as offered to find another moving company in the area. We have done everything that we can think of doing in this situation. Please let me know if you have any other professional suggestions.  Thank you,  Allison C. (Owner)