Ernie's Van & Storage

Review: On July 5, 2013, at approximately 9:30, two (2) men from Ernie's appeared at my door and said they were ready to move me. I said fine - they then asked me, what items I wanted moved - I showed them all of the items, that I had with their estimator that were to be moved - they then proceeded to move them into the truck.

Ernie's Van & Storage

Statement of Particulars:

On July 6, 2013, I called at approximately 8:00am, and asked to speak to the general manager, because I had some problems with this moving company and it's personnel.

At approximately 9:30am, a Mr. [redacted] (?) left me a voice mail message, and said he had my message, about things having been left behind by his men; that I said thee were supposed to be three (3) movers, and that they had driven my car, without pay - even though they had asked for it, and that I had signed off on the moving form, and that, the truck was big enough, and that I sould have my secretary mov the TV, and that he was going on three weeks vacation, and that he was sorry therfe was a misunderstanding, and then hung up.

* it was their own moving men that said the truck was to small

* they said it should have been three (3) men

* they said their estimator - was wrong

* they offered to drive my car - never asked for money to do it

* they left behind:

* two television sets

* all of my patio furniture

* all of my outside plants

* my large garage cabinet - they said it would not stand the trip - their estimator said that they would "tape" wrap it

When we arrived at my new home - they did not set up the bed - mirror on dresser

* said they were done - asked me to sign forms - I took them at their word and signed forms - I am legally blind

* my guaranteed cost/per your contract was $935-89, and your men did not want to go back and pick up the other items shown on your contract - patio furniture & outdoor furniture, - garage - storage cabinet, etc.

* please read your contract, and then get back to me

My son and I made three trips on his truck, to finish bringing the items they left behind.

I should be reimbursed for the work we had to do, the gas and mileage on the truck, and the stress they have caused me.

If I do not get reimbursed at least three hundred dollars ($300) by Wednesday, August 1st, I intend to go to Call3, the Revdex.com, transportation officials, and small claims court.Desired Settlement: Reimbursement of $300.00

Business

Response:

Initial Business Response

Contact Name and Title: [redacted]

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@evsmoving.com

Mr. [redacted] hired us to perform his relocation services. I personally met with him during the bidding process and spent quite a while with him explaining the quality with which he would receive with our company. He asked me to match our competitions price which I was happy to do. When our men arrived to perform his relocation, he was extremely rude to them and demanded they drive his car for him. We did this for him free of charge and only required he sign a disclaimer against our liability for the vehicle. At the end of the move the actual charges were close to #1300 but we only charged him the $900 not to exceed price as that was the price I matched due to our competition. He tipped our men, filled out all our paperwork and said that we had performed the job to his satisfaction. Almost 10 days AFTER the job was completed he called and said we left things behind. I told him that if he would have called 24 hours or less after the relocation I would have gladly fixed any problem if a problem did in fact exist, however our policy is not to be at the beckon call of a customer 10 days after his relocation was performed. Especially since he signed our form twice saying everything was picked up from the origin and delivered to the destination. He has called the CPUC, channel 3 news, and now the Revdex.com on us and we are glad to provide any paperwork pertaining the his relocation as we have nothing to hide. We are a 78 year old company who always take care of our customer's and Mr. [redacted] is out strictly for greed. He is trying to scam our company and we consider his relocation to be a closed case. The california public utilities commission which is in place to protect the consumer agreed that he does not have a right to claim any wrongdoing by our company and that we performed our necessary duties.

Final Consumer Response

Having read, Mr. [redacted]'s latest response and his continued usage of terms such as "strong arm" and "twister of truth" to describe me in my pursuit of justice from the firm he represents - Ernie's Van and Storage, I am compelled to continue this matter thru the proper court system process - thus, I am refusing his offer!

Final Business Response

However it does not change the fact that Mr. [redacted] is twisting the truth in any direction that better aligns with his fictional account of his relocation. I do not acknowledge that we left anything behind at his residence as he signed all of our paperwork, tipped our men and said good job. He did not in fact call my company for a number of days after the relocation was complete, and should have had someone with him if he was not confident signing the paperwork himself. I too am legally blind and sympathize with his condition; however it is not an excuse to try and strong arm a 78 year old company that always strives to do the right thing.

Although we have done nothing wrong to this man, we value our relationship with the Revdex.com and will reach out in an effort to resolve this situation.

We offer Mr. [redacted] $150 to resolve this complaint. Nothing more will be offered. I will call and offer him this amount over the phone.

Review: We had Ernie's Van and storage pick up our household furniture on April 6th with an understanding that the shipment would be to our new home on April 15th. Total of 800 miles. Today April 14th I called to see if what time the shipment would be there tomorrow. I found out that the truck would now not be there until Tuesday the 19th. The reason was one of their drivers had an accident. Not my problem, the need to get another driver. My husband, sister and two dogs are in a motel waiting for our furniture for another 4 days. This is getting expensive not to mention we want to be in our home and are not getting what we paid for. I think we need Ernie's to pay for the extra nights hotel and discount the delivery by the 4 days extra it is taking. We have scheduled our TV to be set up along with computers and telephones. All this is on the truck to be delivered. We are not happy!!!Desired Settlement: I would like them to get another driver to start today, but if not we need 4 night hotel charges paid and an adjustment of the 4 extra days it is taking to get the household items there.

Business

Response:

This customer is angry because they were under the impression that they would have a guaranteed delivery date for a move in excess of 600 miles, which is never the case. When moving a customer across a border, all moving companies and their associated van lines legally have a window of delivery to allow us the proper time necessary to deliver a customer. Delivery spreads are never waived and always a part of an interstate move. The purpose of delivery spreads in addition to their logistical nature is to allow a company to deal with unforeseen circumstances such as tire blow outs, weather, acts of god, etc. and be able to delay the delivery by a few days to deal with what is dealt. Delivery spreads protect the consumer from excessive delays while also protecting the company from having to pay a customer when their shipment is successfully delivered during the time frame of the delivery spread.In the case of this specific customer, our driver was involved in a significant accident and his tractor has been towed. We now have to rent a truck and deal with the reprecussions of the accident before we can deliver this customer. We are within our right to delay their delivery and they signed paperwork confirming their delivery spread was valid. Basically we are in the right, and the customer is confused and complaining about a delivery spread that is legal and not out of the ordinary.However....we feel that our salesman did not properly explain the delivery spread to the customer during the time of the estimate. We are committed to our customers and believe we should accept some accountability for the confusion. We have offered the customer $500 for the confusion and the customer has accepted.The customer has said they will be calling the Revdex.com to have the complaint deleted.This case should effectively be closed. Thank you.[redacted]General Manager

Business

Response:

This customer is angry because they were under the impression that they would have a guaranteed delivery date for a move in excess of 600 miles, which is never the case. When moving a customer across a border, all moving companies and their associated van lines legally have a window of delivery to allow us the proper time necessary to deliver a customer. Delivery spreads are never waived and always a part of an interstate move. The purpose of delivery spreads in addition to their logistical nature is to allow a company to deal with unforeseen circumstances such as tire blow outs, weather, acts of god, etc. and be able to delay the delivery by a few days to deal with what is dealt. Delivery spreads protect the consumer from excessive delays while also protecting the company from having to pay a customer when their shipment is successfully delivered during the time frame of the delivery spread.In the case of this specific customer, our driver was involved in a significant accident and his tractor has been towed. We now have to rent a truck and deal with the reprecussions of the accident before we can deliver this customer. We are within our right to delay their delivery and they signed paperwork confirming their delivery spread was valid. Basically we are in the right, and the customer is confused and complaining about a delivery spread that is legal and not out of the ordinary.However....we feel that our salesman did not properly explain the delivery spread to the customer during the time of the estimate. We are committed to our customers and believe we should accept some accountability for the confusion. We have offered the customer $500 for the confusion and the customer has accepted.The customer has said they will be calling the Revdex.com to have the complaint deleted.This case should effectively be closed. Thank you.[redacted]General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.