Excel Moving & Storage, Inc.

Initial Business Response /* (1000, 5, 2014/10/24) */
We have called the customer and offered an apology. We have issued a refund of $300.00 and the customer.
Customer was satisfied with resolution.
Initial Consumer Rebuttal /* (2000, 7, 2014/10/27) */
(The consumer indicated...

he/she ACCEPTED the response from the business.)
I've accepted the apology and am satisfied with the agreement for my partial refund.
Final Consumer Response /* (3000, 12, 2014/12/05) */
Over a month later I still have not received any money that was promised. Much like the empty promise to provide a mover, their "agreement" to refund me a pathetic $300 for 4 hours of me and my husband moving our own furniture has not shown up again.
When they talked to me over the phone after the complaint was filed with the Revdex.com the person I spoke with said they would "cut a check today and send it out". They have clearly violated our agreement, not provided service that was paid for and yet again dropped the ball on something they agreed to do.
I called and asked about it over a week ago and the same person who said the check was in the mail hasn't called me back.
Final Business Response /* (4000, 14, 2014/12/09) */
I have discussed and apologized to the customer. We have issued a $300.00 refund. check went out on 12/5 - Check #XXXXX. sorry for the delay in getting this refund to you.

Company did not deliver 3 boxes they packed and loaded onto their truck. They refuse to pay for value of the lost goods itemized in a claim.We had a contract with Excel to pack and move our belongings from NC to WI. The contract provided for full replacement value of anything lost or damaged. Excel packed our belongings and loaded them onto their truck on September 10, 2014. After delivery of our belongings in WI on September 15, 2014, we discovered 3 boxes were missing. We filed a claim for the 3 boxes with Excel on December 14, 2014. Missing items were itemized and valued at $3,150.50. Excel acknowledged that they could not find the boxes, but refused to make payment on our claim. After multiple phone calls and emails exchanged with various people at Excel and their parent company, in a May 18, 2015 email message, Excel definitely refused to accept any liability for our lost belongings or to make any payment to replace them. To date, they have offered no explanation as to why they feel they are not responsible for the lost boxes.Desired SettlementPayment of $3,151 in consideration of lost items in claim.Business Response /[redacted]/The claim for damage was satisfied. The claim for missing items was denied by our claims department since no items we listed as missing at the time of delivery and the customer signed off saying he had recieved all items listed on the inventoryConsumer Response /[redacted]/We did NOT sign off saying we had received all items at the time of delivery. I signed off saying that there were none of our items on the truck. Because of the complete mess made by the company during unloading, we were unable to determine at that time whether all of our items were delivered. The contract stipulates that we had 9 months from the date of delivery of our goods to file a claim for damaged or missing items. We filed the complaint in that time frame when we realized boxes were missing.Final Business Response /[redacted]/As previously stated we have a process in place where items are numbered and inventoried. Part of the customers responsibility is to check off the shipment at the time of delivery. Customer signed off stating they had recieved everything and nothing was listed as missing at the time of delivery. This is why Allied claims department denied the claim of missing items. Customer has the option of arbitation with the van line.

My claim for the missing lampshades (four total) was denied because I did not mention it before the movers who delivered my furniture left on June 12, 2014. In my past dealing with other reputable movers such as [redacted] I was given a short period of time to report any damages or missing items. The business practice of this company, which is affiliated with [redacted] is unfair and fraudulent. Please contact me if you have any questions.Product_Or_Service: Moving and StorageOrder_Number: XXXXXXAccount_Number: XXXXXXDesired SettlementI would like $200 to replace the missing four lampshades or their replacementsBusiness Response /[redacted]/The carton claimed as missing was signed as received therefor Allied Claims Dept. denied the claim. The shipper may have signed for the item by mistake, therefor out of good faith, we will reimburse the $200. We are sorry for any frustrations this may have caused and fully apologize. Consumer Response /[redacted]/I appreciate that Excel Moving and Storage aka Allied Moving will reimburse me. I accept the $200 settlement. Please advise on when I can expect the amount in question. Thank you!Final Consumer Response /[redacted]/

Charged High Price for Move Not Completed / Left with Broken ItemsContacted Excel Moving Company for estimate to move me on March 28. Was given a form to complete on what to be moved. Price given over phone. No one came to my house to give me total estimate of move. Was quoted around $1,225-$1,250 for complete 1,367 square foot house move. I expected my garage and outdoor items to be moved as well. I called three different times to be sure this would be the estimate for my move. I was never given any instructions on how to pack my items or what the company would or would not do during my move.On day of Move on 3/28/14, two moving trucks were there on time but I knew the trucks could not hold all of my stuff. I was immediately told the move was going to cost more than I was quoted. I was told they would not move my clothes (because of not being in boxes), they would not set up my appliances, they would not move my pictures (not in boxes and they would not move any box with liquid bottles in them. As mentioned earlier, I was never given any instructions on how to pack and I became very upset. I am 65 years old and my money was very limited. It took me an additional 3 days to move my clothes, outdoor equipment, pictures and garage items with liquid in them and I had to hire someone to come and set up my appliances. I have never heard of a moving company that would not set up your appliances. I had marked "Fragile" on some of my boxes and heavier boxes were stacked on the fragile boxes and I have opened a couple of boxes with glassware that was broken. A plant stand was broken that was my mothers and a few fiberboard shelves that I was told didn't matter. The move ending up costing my $1,450 that I feel was not worth the service I received. [redacted] is the Customer Service Rep I was referred to. We had discussed a refund of the $250 extra that he told me he felt was fair and was to get back with me. He also acknowledged that they should have sent an estimator to my house to discuss my move. Now he nor any member of his company will call me back or acknowledge my calls. I have left several. I feel like I was left holding the bag on this move and I will never recommend this company to anyone for moving. Would appreciate any help that you can give. Not a way to run a moving companynot moving all of your items, truck not big enough to move your stuff and then being charged extra through no fault of your own.[redacted]Desired SettlementJust the $250 extra I was charged to cover my expenses getting someone else to move the rest of my household items and setting up my appliances.Business Response /[redacted]/I have been working with this customer and have agreed to credit her $225 so she will only pay the estimated price event though she signed a non binding contractConsumer Response /[redacted]/The credit will be very much appreciated and will satisfy my complaint with Excel.

Excel Moving and Storage was hired to do our move from Durham, NC to Las Vegas, NV. The items were delivered more than week late.We hired Excel Moving & Storage to move our items from Durham, NC to Las Vegas, NV. They packed our items on June 17, 2013, loaded our items on June 18, 2013 and gave us a delivery range from June 26-29. We were made aware that our items would not make the estimated delivery range 2 days after our items were picked up with no indication as to WHEN our items were actually going to be delivered. Our move coordinator told us a driver had not been assigned to our items. This resulted in our items being loaded in a truck, unloaded in a warehouse and then reloaded onto a truck that would make its final destination. We knew this would result in a higher possibility of damaged items. Since we knew we were not going to have our items by June 29, I requested that our compensation for the delay start as of June 29. We needed a hotel room and it was very difficult and required speaking to a manager to approve our stay in a hotel and get it payed for. It was extremely frustrating. We were finally told our delivery date was July 7, 2013. It should be noted this is a full 9 days after our last date range. Excel Moving & Storage was not the cheapest option for us, but I trusted that particular consultant the most. I assumed that we would have no issues moving during a busy month. Once our items arrived, the men who delivered our items were extremely rude. They did not give me time to count our boxes or even examine them. SEVERAL of the numbered stickers were missing and they rushed me through without allowing me to count them. It was extremely rude and unprofessional. Furthermore, several boxes had been punctured, broken or torn up. I took pictures of all these boxes. Once all of our items were delivered, a few of our things had been dissembled during the transport of them even though they were taken from our original location put together. I was extremely upset that I had to argue with the delivery men to ask them to put these items together. While they begrudgingly put them together, they also broke those items. I noted them on our damaged sheet. Upon unpacking our items, we noticed a few things that had been broken and reported them. The unloaders were also very rough around the house. They broke the arm of our couch, but we luckily had our furniture insured and were able to replace it without having to go through Allied. With our broken items we noticed, Allied sent a local person to come out to attempt to fix the items. They were unable to, so a claim was sent through. The claim was rejected and when we appealed it, they informed us they would look into it. As of April 7, no response has been given. Allied did pay us back for the items they promised to pay because of the delay, but have yet to settle our damaged items. We were VERY unhappy with the experience and can not understand the lack of customer service to our situation.Desired SettlementWe are seeking the cost we should be owed for the damaged items done in a timely manner. Business Response /[redacted]/We communicated with this customer throughout the process. We paid for loading and meals. They chose to stay a Red Rocks Casino which is way above the normal hotel we will pay for. Total for lodging was $1980.66 and another $236.09 for food. In regard to the denied claim that was for items that were packed by owner. We cannot insure items that we did not pack unless there is noticeable signs of damage to the box. Consumer Response /[redacted]/We did NOT pack any of the items that were damaged and we specifically noted that over and over. Items that were damaged were loaded "as is" to the truck because they were too big to be packed by their employees doing the packing. I hired the company to also pack for us, so they are mistaken to say I packed the items. They even sent someone to look at our items and damaged items were noted on my damaged list. All the items damaged were packed by the company or loaded as is because they were too large to be packed. They lead me to believe they would cover any damages done to our things and did not follow through despite careful recording on our part. Additionally the person they sent out to attempt to fix our items told me it was possible the unloaders broke our items when putting them together. Final Business Response /[redacted]/We sent an adjuster out to take a look at the claimed damage. All items were not damaged externally. All damage claimed was mechanical. Per our agreement with the customer as stated on the bill of lading, Section 1The carrier or party in possession shall be liable for physical loss of or damage to any articles from external causes while being carried or held in storage in transit EXCEPT loos, or damage caused by or resulting:b. From a defect or inherent vice of the article, including susceptibility to damage because of atmospheric conditions such as temperature and humidity or changes therein.The same language is referenced in our tariff which is discussed in customers rights and responsibilities brochure. Final Consumer Response /[redacted]/(The consumer indicated he/she DID NOT accept the response from the business.)When speaking to the claims manager, she led me to believe that they were looking into the claim and it was still open as of December 2013. I specifically stated that if they could not give me an answer on something, I would report them to the Revdex.com. I would not recommend this company to anyone moving from the NC area. I understand that we moved during their busy season, but how they handled everything in our case was extremely frustrating and time consuming not to mention unprofessional. It is unfortunate as we have several friends moving this summer and they will not be using their services. Their customer service was lacked professionalism and not accepting the blame for items they broke is extremely frustrating. Proof that boxes were ripped and damaged were not even enough.

I contracted Excel to move my stuff across the country. I was sold an insurance ( $100,000 with $0 deductible). When a TV was unpacked it did not workExcel MC sold me an insurance policy to cover any damage to our goods during the cross-country move. The salesman recommended a 0 deductible $100,000 policy. I was told the policy would cover everything packed by the movers, pictures, mirrors, computers, TVs & furniture. On July 30th the movers arrived to pack and load our possessions, ship them across the country and put them into storage. My family and I moved into temporary housing while we searched for and purchased a new home in [redacted] CA. Our possessions were delivered to our new home on September 12th. On the 13th we contracted with Direct TV to set up our televisions and he discovered one TV (Panasonic Plasma Model TH-50PZ800U) did not have a picture or sound.On September 15th I contacted Excel they sent me a claim form to submit and told me not to touch the TV or the box. I received an email from [redacted] that instructed me "you will hear from the repair service within the next 1-10 business days to schedule the appointment for inspection. Once our evaluation has been completed we will advise you of our findings". I have not been contacted by any repair service but they did assign a claims analyst Ms [redacted] with [redacted] Claims who requested the TV's make and model number. On October 9th [redacted] sent me an email stating that "I am working on the file right now. I will let you know what I find out. I have to replace this with like, kind, and quality at today's price".It sounded like they were going to replace the TV without even sending anyone to look at it. But that same day she wrote a letter & sent it USPS stating my claim was denied because of "inherent vice" they were not liable. The TV sat in my family room & the box sat in the garage waiting for a repair service that never came. They denied my claim without anyone seeing the TV.I was frustrated and ready to give up. The TV was packed by Excel & shipped with a mounting bracket attached to the back of the TV. I decided to remove the mounting bracket before I disposed of the TV and discovered the TV's mounting holes had been shattered. This was an indication of rough treatment during shipping that would have been discovered if Excel had sent someone to inspect the TV. With this discovery on October 28th I requested that they reconsider their denial and I asked them to "please send a qualified repair man out to inspect the television". On the 29th [redacted] replied with the following email:From: [redacted]@SIRVA.comTo: [redacted]@msn.comSubject: RE: Claim 20459-4 Reg#XXXXXXDate: Wed, 29 Oct 2014 10:54:29 +0000Mr. [redacted],The repair firms we use are only wood craftsmen. They do not work on any electronic appliances like TVs. You would need to take this to a certified technician and they will need to put on their letterhead what they found wrong and what it will cost if the TV can be repaired. It is the customer's responsibility to support the item they have claimed damaged. If you look at the claim form, you only put no picture on the TV as damaged.Please send this info into our office within the next 30 days.Thank you [redacted] Claims - Certified Claims Analyst[redacted]This email was confusing; it's now my responsibility to take the TV to a tech to get it inspected? Forty-four days after I submitted my claim on September 15th & now for the first time they tell me it's my responsibility to take it to a certified tech? The TV will not fit in my car & I don't think I can physically get it to a repair shop. Excel, I believe, has a plan to stall & delay with the hope that anyone filing a claim will get frustrated an just give up. I paid $839 for insurance to protect this TV and a few other items & they want to deny my claim without an inspection. The point I'm trying to make is.. It would take a hard blow to the back of the TV to cause the mounting holes to shatter and that blow probably caused damage that prevents it from workingDesired SettlementI want them to send a qualified technician to repair the TV, or replace it with "like, kind, and quality at today's price". Or refund the $839 I paid for the insurance.Business Response /[redacted]/We are sending out a tech to inspect the TVConsumer Response /[redacted]/My initial contact on September 15, 2014 was from [redacted] in their claims department and his email said "A claims adjuster will be in contact with you shortly (1-5 business days) to advise that a local repair/restoration service in your area, has been assigned to schedule an appointment with you in order to inspect your claimed damages. You will hear from the repair service within the next 1-10 business days to schedule the appointment for inspection."Now after 65 days they are finally going to send someone out to inspect the TV - I feel a small victory! Wait, on October 29,2014 (day 44) their claims adjuster [redacted] seemed to change the rules when she said in an email "The repair firms we use are only wood craftsmen. They do not work on any electronic appliances like TVs. You would need to take this to a certified technician and they will need to put on their letterhead what they found wrong and what it will cost if the TV can be repaired. It is the customer's responsibility to support the item they have claimed damaged. " Because the TV is very heavy and difficult for one old man to move by himself I made a couple additional requests to get Excel M&S to send a qualified tech to my home as initially promised. They refused and then I filed my complaint with the Revdex.com.After filing with the Revdex.com, on November 12, 2014 a friend volunteered to help me take the TV into the local TV repair tech. This local tech diagnosed the TV for $75 (diagnosis/estimate fee) and on November 18, 2014 provided a written estimate of repairs. Included on the estimate he outlined the damage to the TV and stated the damage indicated "inadequate packing and/or rough handling during shipping". That afternoon I forwarded the diagnosis/estimate to [redacted] with a request that they promptly compensate me for my expenses. The next morning [redacted] responded with an email saying "I will be forwarding this over to our review board to look at for consideration. You should hear from them within 30 business days."Now they want a second opinion and want to send their own tech to inspect the TV (back to the original rules). That's fine but I need assurance that I will be reimbursed ($75) for the first diagnosis/estimate.It is my suspicion that the individual that responded to the Revdex.com (above) is unaware that [redacted] has sent the requested information to their "review board" for consideration.If they want a second opinion, that's fine, I agree to their tech inspecting the TV in my home. But I want a promise from Excel M&S to pay for the first estimate ($75) that I provided at their request.Thank You[redacted]Final Business Response /[redacted]/We have spoken with the customer and this issue has been resolved.Final Consumer Response /[redacted]/(The consumer indicated he/she ACCEPTED the response from the business.)I believe we have a good resolution and will drop the complaint when I receive their check.