EZ Movers, Inc.

Complaint: [redacted]
I am rejecting this response because:
As I have stated previously, I had already spoken to a dispatcher on the day of my scheduled deliver. After speaking with his driver, the dispatcher stated the driver would come that afternoon to attempt deliver to see if it was possible. The driver never showed up that day. He merely showed up the next day with my furniture loaded up on a shuttle.  At that point, he stated demanded I sign a release for the use of the shuttle or else he would take my items to public storage and that EZ movers would hold onto the key until I paid the shuttle fee. I had never agreed to using the shuttle prior to this point. The driver never said I could get my furniture without paying the shuttle fee. As I stated previously, I only paid the shuttle fee and signed their release under duress (I in fact wrote "under duress" with my signature), as I would not get my furniture without paying for it. This is clearly holding my items hostage, despite their statements to the contrary.  Furthermore, given they had made the same delivery previously, they should have been able to state the likelihood of needing a shuttle in advance and made that part of their delivery estimate. Other semi-trucks have made deliveries down my street and nearby, so I find their claims of not being able to drive their semi down my street false.
 
Sincerely,
[redacted]

EZ Movers did a decent job in competing my move without any issues. The true star of this company is the crew and they did not waste anytime with my move. Started packing everything right away, ensuring everything is secured and completed the move early. I couldn't be any happier with these guys and based off of my experience I would highly recommend EZ Movers

A refund of $110.00 will be credited to the credit card on file as of today June 15, 2016.

I apologize for the delay in arrival. Start times are only estimates, and we make every effort to stay on schedule, but we aren’t always able to and sometimes face circumstances that are beyond our control. For the late arrival, I’d like to extend to you a compensation offer of $35.00 as a gesture...

of good faith.The contract states that the move started at 3:15 pm and was completed at 8 pm, and you signed the bill of lading agreeing to both start and end time. Labor time is calculated from start time to end time, and you are indeed on the clock for all the time in-between including travel. The travel fee charged separately covers the time you are not on the clock for labor, from the time we leave our facility until arrival to the pickup, and also the trip from your destination back to our facility. The labor time of 4 hours is charged at $139 per hour for a total labor charge of $660.25. The one-time flat fee for travel not included in the labor time is charged at a flat rate of $173.75. Your total labor plus travel fee is $834.00. In addition to the aforementioned charges, you were also charged a material fee for 5 large boxes, each box was charged at $8.50 bringing the total cost of your move up to a final charge of $876.50. Furthermore, we have no control over your bank or credit card company declining or approving charges. The time it takes you to complete payment is part of you labor charge and in this case all charges have been found to be accurate.

Initial Business Response /* (1000, 5, 2014/08/11) */
Mr. [redacted],
Please see the attached claims correspondence. You submitted a claim saying that you were unhappy with the bill and here you are asking for a 50% discount. However, we are not willing to provide any discounts. The Binding...

Estimate was signed at the time of pickup and you had the confirmation as your guideline with prices and procedures. We will not relocate more volume for free and reserve the right to charge for any additional services required.
Although I apologize that you were dissatisfied with our services, I must maintain the denial of your claim.
Sincerely,
[redacted]
EZ Movers
Initial Consumer Rebuttal /* (3000, 7, 2014/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not surprised by this response. This is what I received in reply to my direct approach to them with my complaint.
I came across this interesting fact on AMSA site, which supports my insisting on E-Z Movers send someone to my house to look at the goods physically and not rely on the list I gave them on phone.
"Once you have a list of several potential movers, the next [redacted] is to contact them to get estimates. Although it is possible to get an initial estimate online (or even over the phone), it is very important to eventually get in-home, written, signed estimates from the companies you are considering. That way there is no disagreement later about what the terms of your agreement were. Get estimates from at least three different companies so you can also compare their services and prices. Estimates should be at no cost to you.
If a mover you are considering refuses to give you an in-home estimate and claims he can provide an accurate estimate over the phone or online without ever seeing your possessions - choose another mover. Moving consultants, especially those certified through our CMC program, are trained to identify any issues with stairs, low hanging tree branches, or other obstacles, and can provide a more accurate estimate of your total weight through a visual inspection."
I feel I should have read this before I signed the contract! Our repeated requests to have someone come to our house for a physical verification were brushed aside and in every call we were told "Don't worry, you are all set and everything is covered." Unfortunately, we do not have any proof of these calls. Also, the rep who finalized the contract with us, rarely came over the phone once it was signed, making us wonder if it was coincidental of just convenient!
Their denial to the claim is not at all unexpected as the contract papers are always favoring the contracting company, never the client. However, I do have a copy of the contract, where I had signed a hard copy, printed my comments on it, scanned and e-mailed to them. In my comments, I had clearly mentioned the phrase ".....for the entire house." They conveniently denied having received my e-mail confirmation of this scanned copy and on the day of the move, I was forced to do an electronic acceptance of the contract by clicking a link on their e-mail quote. I have attached this hard copy here.
As all conversations were over the phone, including their assurances and promises, there is no evidence I have to support my claim. Their apology is of no value to me.
[redacted]
Final Business Response /* (4000, 9, 2014/08/14) */
Mr. [redacted],
Had your inventory list been accurate, we could have honored the same price. We plug each item into an online estimator program. We are only located in Skokie, IL. Our sales representatives handle estimates over the phone for long distance moves. You absolutely had the option to cancel ahead of time if you were not happy with our practices. You also could have cancelled services at the time of pickup, but you chose to continue with the service. We have no intention of providing a 50% discount on services rendered.
Best wishes to you.
[redacted]
EZ Movers
Final Consumer Response /* (4200, 11, 2014/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again I am not surprised by the negative response. I am not in the business of moving. My inventory could not have been accurate by a moving company's standards. That is the very reason I kept on insisting someone to come and verify the inventory, as I later found out on AMSA website too!
I would not want to comment on what happens to the quotes your reps handle over the phone. Clearly it did not work for me.I have seen the reviews posted for E-Z Movers from other customers and clearly see that I am not alone in getting a below-average service. Unfortunately I did not check these thing beforehand.
Cancelling the service would not only have meant me losing the advance payment I had made, but look for another provider, for which I did not have the time, having decided and planned on the move date. House moves are not easily rescheduled.
I did have a relatively smaller contractor who had come in and actually looked at the inventory and provided a quote. I thought going in for a bigger moving company like E-Z Movers may be better and more reliable. Apparently not.
Your intention of not refunding is clear. I do not have the time or inclination to pursue a hopeless case for long and do have better priorities.
Maybe E-Z Movers does not mind having one more dissatisfied customer on their long list of them! I guess you have the distinct advantage of not having to care for repeat business as people don't move so often. The least I can do is definitely NOT recommend E-Z Movers to friends and family, but I am sure you would not care about it!
[redacted]

TERRIBLE company! DO NOT use these movers! They will scope you 2/3 what they will actually charge you, to reel you in and book them. I had a small studio with a bed, futon, coffee table, and clothes. It took three men , 4 hours to move me from lakeview to west loop. At one point I walked outside, and all my stuff was sitting beside the truck and two of the movers had friends come who they were talking to at the truck. The night of the move, I went to my old place to clean it, and they had forgotten an entire wardrobe box! The day after my move, I realized that my large studio rug was not there. I asked them to simply look in the truck, and they instead had me file a claim and go through the whole process that needed written documentation. Two weeks later I finally got a response. Since I had signed the papers the day of the move saying that my stuff was there, they would not be reimbursing me for the losing my rug. I obviously wouldn't have signed the papers if I thought something was missing! Book a different moving company. I've moved several times, and this was by far the WORST experience I have ever had.

Initial Business Response /* (1000, 5, 2014/10/20) */
Mr. [redacted],
You moved locally in Chicago with us. This damage to your lounger looks like normal wear and tear. We have to disagree with the damages. Because it was not noted in the presence of the foreman and he disagreed, we have no choice...

but to maintain our denial of this claim.
Sincerely,
[redacted]
EZ Movers
Initial Consumer Rebuttal /* (3000, 7, 2014/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The driver assured me that signing this form does NOT mean that I am waiving my right and stating that there is no damage. I asked him by signing this does that mean than no damage was there and he stated no. He assured me that he will show the pictures that he took on his phone when he is back at the office and will solve this. Unless ez-movers is trying to run a scam of a business or not training their drivers proper protocol then we have an issue. They should interview the driver and the two others workers and fix what happened.
Final Business Response /* (4000, 9, 2014/10/23) */
Again, we firmly maintain the denial of your claim. You can feel free to contact the American Moving and Storage Association if you would like to seek arbitration. Their website is www.moving.org.
-[redacted]

Starting @ the beginning, the rate went from 1500 to 1800. The truck shows up to load and they want $3000, w/1700 on the spot instead of the $750 disgust. My mom is 87 years old on retirement!! So they took the $750 on July., 28, then took another $800 on Aug. 3rd(her whole social security). Now we need to come up with another $946 for the to actually deliver and instead of delivering on the 5th as we thought, they still have my mom's things EVERYTHING!! With no word of delivery date except they have until 9/8 /2015 to deliver!!! Disgusting!!!!

EZ movers did a fantastic job on my move. Working hard and not wasting time. They got my things out of my tiny old apartment without any issues. I was amazed at their stamina and speed. Positive crew and great to talk to as well. The communication was to notch, I was given frequent updates. The quote was accurate and I was not charged with any hidden fees. overall, I was very satisfied with my expereince.

Will try to keep it brief. The owner. Is. Terrible. He took my information and actually booked my move himself. Told me the trucks are all his, not third party trucks. (Not true, have pics to prove it) Told me I could wrap all of my belongings to prevent on sight charges. (Not true) Great. Book it.

The short story is they did not even care to verify my delivery address or phone number. The owner is VERY rude and insulting. The movers ask for 20% tip each upfront. And the hidden fees... you will be stuck with. Another misleading moving service with a surprisingly rude owner that will not take ownership or try to rectify a situation. Honestly don't even expect a response if you have a complaint.

Long Story: I called 2-3 times to verify there would be no onsite charges and asked what types of supplies were ideal to prevent any additional charges. They went over the materials in sufficient detail.

The day the movers came they walked into my and insisted they were calling me for 30 minutes and I did not answer. Showed me their phone log and it was a phone number I had never seen before. The mover showed me the hand written address contact information that the owner had written for them to reach me. Neither the phone number, email, or delivery address were correct. So where where they going to drop off all of my belongings and who were they going to call if they needed to reach me??? No clue. None of it was correct. I asked they change it on the spot. Apparently, they changed it on the paper but not in the records so my furniture was still going to God knows where and a stranger would get a call about it, not me.

Then they began walking through my apartment adding up the additional charges. The materials they told me to purchase over the phone apparently were not suitable for long distance moves. That's fine. Protect my things. However, the purpose of my calling was to... get information from "professionals" on what I needed to buy for... long distance moves. Later the owner told me I should have Googled it if I really cared. So I wasted my money purchasing materials, time wrapping things in double wrap, only to be charged a ton in additional fees. Please note, the fees were minimal for the materials. 6 $3 tape rolls, some double rap etc, but for EACH piece of material there is a $15 labor cost. $3 Tape + $15 Labor to use the tape. Etc. Ridiculous.

The movers were relatively fast while they moved, drank beer and left bottles, and reminded me that I need to pay them a tip... They said the fees were not their fault, they were just doing their job. Call the office after the weekend about my complaints.

Monday maybe Tuesday I called the office. They said fill out the complaint form and submit it. They would get back to me. They did not. Later in the week (I am sure the owner will write back with exact dates and an aggressive rebuttal) I called to see when my furniture would be delivered and to also check on my complaint. The owner answered this time. I explained rather politely that I wanted an estimate on delivery and to follow up on a complaint. Rather answer the first question (where is my stuff) he says he does not appreciate me bashing his business. Bashing? It was an internal complaint. He reminds me quite confidently that he has gotten many articles written about him in the news papers and is Revdex.com accredited. The things I purchased were not suitable and I should ask the store for a refund, not him. Then asked "so what do you want me to do?" How about #1 tell em where my furniture is, #2 tell me where will it be delivered because all of the information YOU wrote down was completely incorrect. Instead, he said I should have called to verify the information was correct and if I was negligent enough to pay a deposit and never receive an email confirmation... Whoa, slow down, no need to get aggressive. I just want to know when my things will be delivered and ask that the address, email and phone number be updated so they do not end up in LaLa land. He continues to tell me that he sent emails... I said yes to the wrong email address... he doesn't acknowledge he did anything in error but insists I was negligent not to call and verify.

Long story short the owner is awful. The associates were rather nice (outside of the movers insisting I give them each a %20 tip upfront). The owner did not verify my email address, phone number, or even delivery address. He was incapable of offering satisfactory customer service. I never received the email to track my moving truck as promised in the pitch. The truck that arrived was not the truck bragged about on the website (see attached). I did receive my furniture, though, with scratches on the walls to prove it. Couldn't find the nails to my daughters crib either. Thanks for that.

I would never recommend anyone use this service unless they are looking for a service where the owner is insulting and rude to them, or they are eager to spend a couple hundred extra dollars to pay for surprise supplies. Oh, more importantly, if you're looking for a mover to take all of your furniture and attempt to deliver it to the wrong address and not have the competency to wright down your correct phone number, these are your guys.

Complaint: [redacted]
I am rejecting this response because:I was never given a choice of insurance and was told not to worry by the pick up movers.Then was told to sign in a few places for acknowledgement of pick up, box and item count, and payment.Also in addition there was damage to my 12 person dining room table which was both documented on the claim and delivery slip, but doesn't appear on their offer. Sincerely,
[redacted]

Would never use this place again!!!!
They quoted us a price of $1311 which wasn't bad compared to the other companies for long distance move. Once they arrived the person told us our medium boxes were large boxes and small boxes were medium which we had one small box only. He then goes to say they charging us $30 for tape & $20 for skrink wrap but the covering blankets are free.. which we were told it would be free but we had already bubble wrapped & skrink wrap our furniture as well as boxed our items so we only needed the blankets. When called the place to dispute the charges the person who's been handling our request was of course unavailable.. Another negative let's not forget about the hidden fees they fail to tell you about before signing with them. They ended up charging us an extra $190 for tape, skrink wrap, extra square feet in the truck(which really doesn't make any sense). Very disgusted!!!!!! Once arrived the movers were a day late & tried to charge us $350 more to move our things into the house because they couldn't fit the truck into the apartment complcompMy husband spoke with Kevin who was all about getting our business but once paperwork was signed & our money spent he just didn't care at all & was all about getting the money. There was no accommodation but was told we would get back $15 for them being a day late. The mover then told my husband to give him $200 on the side & they'll move our things in. This type of business deserves no recognition for "good quality" work!!! They are nothing but con artists at its best...

Truly a security blanket for when you want to move and not deal with the stress that comes with it. EZ Movers did a great job. The crew were level headed, focused and extremely efficient. I was amazed by their hard work. The move was done without any damages and was finished before the quoted time, which saved me an extra 50 bucks.

Initial Business Response /* (1000, 5, 2014/08/26) */
Ms. Waheedi,
We deny that we made any verbal promises to you about your delivery spread - only that we offered in writing via your confirmation and moving documents a 10 business day delivery spread. Your complaints are unfounded and...

we absolutely will not be refunding any portion of the Bill of lading as long as we meet our contractual agreement of 10 business days.
We have forwarded all of your emails to our attorney because of your repeated threats of legal action which I again feel is unwarranted given that your delivery spread is not over yet.
The complaint form was sent when I was out of the office, but as soon as I saw your emails, I replied a few times. EZ Mover's attorney should be contacting you at some point regarding this matter.
As far as an update on your delivery - I have been checking with dispatch daily. We should be leaving this weekend. I cannot give you a specific delivery date. Only dispatch or the driver can when he is on the road. However, you will be notified once he leaves the office and give his name and phone number.
Please see the attached email exchanges and also your confirmation which reiterates a ten business day delivery spread.
Sincerely,
[redacted]
EZ Movers

Initial Business Response /* (1000, 8, 2015/08/27) */
Case#: XXXXXXXX
After speaking to our sales representative Mr. [redacted] decided to schedule a move for a pick-up on 06/28/15 using E-Z Movers.
Once the move is in the process of being scheduled, the customer receives a confirmation...

letter via email which has to be signed prior to the move date. This gives time for the customer to go over all of the terms and conditions of the move.
The customer is presented with a few options they can choose from for their liability coverage.
1. Basic liability coverage of $0.60 per pound/per article.
2. Our full Value Protection plan
3. A third party insurance company of customer's choice.
When the movers arrived to the pick-up location in Chicago, Mr. [redacted] was once again presented with the confirmation (that was emailed to him on 06/20/15 & signed on 06/20/15 as well), the Bill of Lading and other documents she had to sign in order to proceed with the move which included information about her basic liability coverage.
Mr. [redacted] decided to go with our basic liability coverage of $0.60 per pound/per article even after other options were presented to him.
The shipment was delivered at the destination location in Irving, TX on 07/15/15 where Mr. Chitambaranathan was presented with ALL the documents once again in order to complete the move.
At this time the customer signed the Bill of Lading acknowledging that the shipment was received in apparent good condition except as noted on inventory, and services provided were performed. It is required to make notations of anything that is damaged and/or missing during the move in order to file a claim. Once the move was completed and Mr. [redacted] had a chance to go through his belongings, he did not make any notation of anything being damaged or missing.
Mr. [redacted] submitted a claim regarding his mattress and box spring. None of those claimed items were notated on the inventory as damaged or missing.
The customer signed 3 different (bill of lading & 2 inventory pages) documents acknowledging that shipment was received in apparent good condition with no notes made on anything being damaged.
The customer also packed his own mattress and box spring, there is no way to determine the condition of the mattress and box spring prior to the move since our movers did not handle the packing at all.
The claim was denied based on the fact there were no notation made on the inventory pages and/or the bill of lading and the claimed damaged items were both packed by the customer.
Please see all attached documents.
If further information is needed, please do not hesitate to contact our office.
Sincerely,
[redacted]

Customer Relations
E-Z Movers Inc.
[redacted]
[redacted] XXXXX.
Phone: XXX-XXX-XXXX ext. [redacted]
Fax: XXX-XXX-XXXX
[redacted]@e-zmovers.com
Office Hours : Monday - Friday 10AM - 5PM
Initial Consumer Rebuttal /* (3000, 10, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi [redacted], I appreciate your response. But your response is not appropriate to my complaint. My claim is about I am over charged with original estimates. Your response is about insurance claim. Please read again my complaint properly and solve this issue. I hope you have my inventory list from job number XXXXXXX and XXXXXXX to look into this issue.
I asked driver to measure total cubic foot after loading my household items to truck. But he refused to do that and he over charged me. I have his voice recording as he refusing to measure my household things. He did his manual estimates and overcharged me.
Thanks,
Final Business Response /* (4000, 12, 2015/08/31) */
Since the time of evaluating and denying your damage claim the customer was forwarded an email on 08/07/2015 with an attached customer complaint form.
The only way we can evaluate a customer complaint form is after it is submitted for review.
The customer has not contact me back wit filing a customer complaint for her the issues they have with the cubic feet charges.
A customer has to give us a chance to evaluate a claim in order to see if we can fix the issue.
Final Consumer Response /* (4200, 14, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I emailed you required document. Also in that email I attached you voice message from as he refusing to measure house hold things. I have another voice message as he shouting at my home, if needed I can send you that too.
Thanks!

if your stuff get damage they will not pay for it so please do not use this company it's only a little bit that they will give you. they will talk a good game but it's not true.

I didn't have a good experience with E-Z movers at all. If anyone is considering using them, please read my experiences first and decide.

Here is the letter of complaint that I sent to E-Z movers after my move was complete:

Nature of problems experienced:

1) Lack of communication/ updates:
• Pick up date: window for the pick up date was between May 15th, 2014 and May 17th, 2014. I was told that I would receive a call or email from the office and the driver at least one day prior to the pick up date. I did not receive an update, so I called the office on the afternoon of May 16th, 2014 to confirm the delivery date.

• Delivery date: window for the delivery date was between August 13th, 2014 and August 26th, 2014. In the email exchanges in July, I was told from [redacted] “By August 8-10th we’ll have better idea when the truck might leave and get there.” But there was no update. When I asked about the delivery date in another email exchange, [redacted] said that I would be notified about the delivery date at least two days prior to the delivery date. However, I did not receive any updates. So I contacted the office on August 25th via phone call, expecting my goods to arrive the following day. I was told that my goods will be delivered the next day (August 26th) and that I would receive a call from the driver soon. However, I did not receive a call from the driver, so I contacted the office again to get the driver's phone number. When I contacted the driver, I was told (by the driver) that my goods would be delivered on August 27th, the day after the "delivery window" was over.

2) Delay in delivery:
Delivery window was between August 13th, 2014 and August 26th, 2014. However, my goods were delivered on the August 27th, 2014. It might be only one day late, but for someone who has been living in an empty space, sleeping in a sleeping bag, not knowing when my goods will arrive, and adjusting my work schedule trying to make myself available for the delivery, it was very long and stressful two weeks. I understand that the terms and conditions state that the delivery window is two weeks long. However, the terms and conditions say nothing about the last minute notification of delivery. If the company provides a two week window, the least they could do is give ample advanced notice of when they will arrive. In my experience, the company put forth no effort to notify me about my goods, and I feel like, if I had not been proactive in calling the company, my goods would have never arrived.

3) Damaged items:
When my goods were delivered, some of them were damaged (see the attached pictures):
• Mirror: Completely shattered. Delivery person heard the shattered glass sound inside of the pads when he was carrying it, so he told me that it was broken and left it unwrapped.
• Nightstand: the corner was chipped.
• The company’s stickers were directly placed on several of my personal items. These stickers left marks when I pealed them off. The packaging seemed very insensitive towards my belongings.

4) Poor customer service:
• Regarding the delivery date, when I was told that I wouldn't be notified about the delivery date until two day prior the delivery, I communicated strong concern that I might not be available for the delivery because I teach and have many compulsory meetings. I therefore can't take a day off from work with only a few days' notice. In response to my email, I received the reply from [redacted] stating, “You must be available throughout your delivery spread. You have been receiving the following email [delivery spread notice email attached]. Is there anyone else who can accept your shipment on your behalf?” If I knew someone who is always available to accept my shipment on my behalf, I would not have been this concerned about the delivery date. I felt that the customer service does not understand the situation that the customer is placed under. I did not feel that I was helped at all. I understand that the delivery might delay due to traffic or weather, but I simply do not understand why they do not give customers any delivery updates and expect customer to be available for the entire two weeks.

• Upon delivery, my friend paid the delivery fee in cash (I was not present at that moment). The delivery person, [redacted] did not give him any changes. About 15 minutes later, when my friend told me that he paid and asked [redacted] about the changes, [redacted] said, “Let me see if I have it. How much was it?” and gave us changes. The changes were three dollars, but the amount is not an issue. His action made me believe that he was not going to give changes unless we asked for it.

I am very dissatisfied with your service overall. It was a very stressful moving experience.

How this problem can be rectified to the customer's satisfaction:

1) Sincere apology for above four points.
2) Compensation for the delay in delivery.
3) Compensation for the damaged items.
4) Either change the policy or update the Terms and Conditions to reflect the one day notification that customers will receive before the delivery date.



After I sent this complaint letter to them via email, I received no reply from them for three days, so I sent the email again requesting for a reply. However, there was no reply for another three days. So I sent another email saying "I am planning on reporting to Revdex.com if I don't hear back from you in a few days." Then, I got a reply the very next day. This clearly demonstrates how much they cared about their reputation, but not about their customers.

Below is their reply to my complaint letter. They do apologize and offer a compensation. However, after not replying to my complaint email for a week, this apology did not sound sincere at all. At this point, I was very stressed out, but more than that, I was simply tired of dealing with them, so I asked them to close my claim, and did not accept the compensation.



EZ Movers is in receipt of the Customer Complaint Form you submitted in reference to job # xxxx and service claim # xxxx. We appreciate your valuable feedback as we wish to exceed the standards of customer service in our industry. EZ Movers has reviewed your claim and reached the following conclusions:

We sincerely regret all of the dissatisfaction you had with our overall services. We apologize for the inconvenience of arriving one day after the delivery spread and will take into consideration revising our policy as much as we can about notice for arrival. We certainly did not mean to inconvenience you.

EZ Movers apologizes for the late delivery of your shipment to [redacted] All shipments going to ** are subject to a 10 business days delivery spread which begins with your earliest possible delivery date. You provided 08/13/2014 as your first available delivery date and the shipment was delivered on 08/27/2014 - 1 business days beyond the spread. Industry standard compensation is $15.00/day and for 1 days late the appropriate compensation would be $15.00. I have included a General Release of Liability which you should review, sign and return to accept our offer.

I sent you a ‘Presentation of Loss or Damage’ form today. Please send the form back to [redacted] and I will forward her the photos that you have already submitted along with your complaint. The two issues are handled separately. Agreeing to the discount for late arrival does not take away from your right to file a damage/loss claim.

I'm sorry for your frustration. As per your previous conversation with EZ Movers regarding your claim, we are willing to accept your claim according to the contractual agreement and your elected coverage based on the weight of the items being moved. We have made a $54 compensation offer to satisfy...

the matter and that offer is still valid, should you choose to accept it.

Initial Business Response /* (1000, 5, 2014/08/14) */
Mr. [redacted],
When I search for this address that you provided, I cannot find any moves. There no moves under your name. I need the name of the tenant, date of the move, job number, or some other information on this. You can even...

provide a copy of the receipt that you received to my email address. At this time, after checking with everyone who handles payments I have no way to find out who you are or when/if the card was charged.
Please provide additional information.
My email: [redacted]@e-zmovers.com
My phone #: XXX-XXX-XXXX ext. 212.
Sincerely,
[redacted]
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The merchant's response proves my case. They provided me with no service, yet they charged my credit card in may for 427$ and you have no record of it. I have no job number since you didn't do anything for me or provide me with paperwork.I have already contacted the merchant by phone on multiple occasions. The declaration of ignorance is a ploy.
Final Consumer Response /* (4200, 11, 2014/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They haven't offered a resolution. They simply admit not having a contract for me which makes my point for me. They charged me for someone else's move.
Final Business Response /* (4000, 34, 2014/10/06) */
Finally I was able to find out why we would have charged you. Thank you for providing us with your credit card statement. Your name is actually on this contract and you personally signed the Estimate and all the pickup documents. I highly suggest that if you are in disagreement with who is paying for this move that you take it up with the others on the contract. Because your name is on the contract and we have a credit card slip, we have every right to charge you and the bank also sided with us on this matter because for those reasons. Please contact the other parties on the contract about this. Please see the attached documents. We will not be refunding anything as the contract must be paid.
-[redacted]

I apologize for your continued dissatisfaction. After carefully reviewing your claims, interviewing the movers, and reviewing all documentation, we concluded your claim based on your signature on the bill of lading delivery acknowledgment statement which reads, "shipment was received in apparent...

good condition except as noted...and services ordered were performed". This statement further corroborates the information provided by the moving crew. Further review revealed no additional notations of any kind mentioning damage or loss anywhere on the job paperwork. As a gesture of good faith ONLY, we extended a $50 compensation offer, which is still valid if you choose to accept. However, we respectfully decline to increase our offer, since we have absolutely no liability in this matter based on your signature attesting to a completed job without loss or damage.