Family Moving & Storage, Inc.

Complaint:
I am rejecting this response because:
It has not been resolvedI still have outstanding furniture repairs that have not been addressedIm over your talking points about what you are legally able to doJust because it may be just under minimium guidelines doesnt mean its right or good customer seviceMy items are still being repaired and have not been returned yet and the proposed cleaning of the chairs doesnt seem satifocatory though I will wait for an offerYou have not been operating in real faith and I refuse to withdraw my compliant until everything has been addressed and I am satisfied. Mrs***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Mary ***

Down to earth peopleThe reviews speak for themselvesIt's hard to keep customers happy but it's obvious they go out of their way to take care of their customers
I highly suggest using themI have dealt with LOTS of movers and these guys are very down to earth , straight up people

We have moved this client items back into his new home and we have resolved this complaint by providing free truck and free moverConsider this claim/complaint closed. If the claimant feels he or she has a claim for a complaint or damages, they can reach out to our customer relations and claims department for resolution

After having a confirmed move date for movers (talked to someone the day before) for a Saturday 8-10AM move, I had not heard anything the day ofAfter a call, I was told they were probably on their way and that the customer service rep would have the dispatcher call me
For hours I was calling the same customer service rep back and forth who could do nothing for meI was denied the phone number to the dispatcher and moversI was on hold for minutes during a failed transfer to dispatcher, and then the same rep picked up again
phone calls later, I got in touch with a supervisor who made some calls and got moversThe movers arrived an hour and a half later than the supervisor saidAfter haggling with the supervisor, I paid what I wanted, but still would have rather not gone through this messWould recommend using another company with better organization and customer service policies

Hello, We apologize for any inconveniences that occurred on your moveWe have already provided a discount on the move in regards to the allege damages and we have sent over a Claims Form to your email on July 5th, but since then have not received the completed claims form. We cannot
proceed with your claim until all moving expenses are paid in full (no pending credit card disputes or past due amounts) and the claims form must be filled out and sent to our office to review and offer a resolution We kindly as you to fill out the claims form per our contract so we can resolve your matter.Thank you for your attention to this email. Best Regards, Travis Customer Service Manager Family Moving & Storage, Inc

Initial Business Response /* (1000, 5, 2015/09/02) */
This letter is in response to Case # XXXXXXXXXThe client filled out an inventory on-line
which allowed us to assess how long and how many men should come out on the client's
selected move date to assist in their moving needsWhen we
arrived the client had a LOT more
items than they suggested on the inventory formWe informed the client that the move was
going to be more expensive because we were not going to be able to fit all the items in the truck
in one loadThe client agreed to have us continue with the plan to move her and said she was
in agreement with the structured rate
The issues the client is mentioning about the storage is completely falseShe did not have a
storage unit big enough for her items to fit in thus causing all the issues with the items needing
to be held onto until the following day
As an attempt to satisfy the customer we were able to do a last minute overnight hold of
these itemsWe had provided the client with unheard of discounts including: free materials on
Day 1, free overnight hold of her items, and free transit time from our facility to her home
In short, the issues the client had were preventable; the client could have taken the time to
properly list her household items so that we would have sent trucks instead of one and she
would have gotten a larger storage unitHer inability to inform us about her move accurately is
no fault of ours
Because this complaint was completely unavoidable and we have a written and signed
statement from the customer that the discount provided was sufficient we ask that this complaint
be removed
If any additional information is needed please don't hesitate to contact us
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1-I did fill out an inventory on line to go with my order for movingOn this order I gave a complete account of my inventory to be picked up .Therefore FMS should have known how many items I had to moveWhen FMS told me my inventory was larger than expected I went back to the email they had sent me to confirm the size of my inventory given to themIt was at that time I saw that FMS had removed both my inventory list and my moving order from their site
2- I was in agreement with the rate however I was told the rate was per hour and not by truck size
3-I did have a storage area in Public Storage that accommodated all my inventory and was the correct size for my inventoryBut by FMS arriving hours late I lost my storage discount and I had to go to another storage place that had a lower price for storage
5-My items that were held for a second day pickup was due to FMS sending a truck that was too small to accommodate my inventory on the first day of the move
6-FMS did NOT hold my items over nightMy items were all still at my houseFMS is not telling the truth about my items being held in storageI have pictures to show all of the inventory that was left behind at MY house and not picked up on the first day of the move so FMS could NOT have stored my items
7-a) I paid $in cash to the driver who said that all of the customers pay cash for suppliesI now believe the driver took this money as his gratuity and not for payment of supplies
8- Regarding a discount, FMS is not telling the truth about any discountThey And would not tell the truth about my paying cash since the driver refused to provide me with a receipt for the suppliesThe driver said that I would get a receipt from FMS
8- FMS NEVER held any of my items over night
9- there was no free transit from their facilityThe charge was $for transit from their site to my houseThey are not telling the truthThey gave me nothing for free
10-FMS does NOT have written statement from me that says the discount was sufficientI do have a picture of what I wrote refusing the discountI refused because FMS required me to sign and write that "the discount was a settlement and that I would not write a complaint
I expect
I want a complete refund of the $charge for the second day of moving as it was their fault not moving all of my items on the first tripI also want complete refund of the $they took in cashThe driver lies and FMS lies if they say I did not give them cash$is not in my original complaint because I believed FMS would lie about my giving the driver in their employ and say that it was the tipI gave a tip of $to the driver and he lies if he says I did not give him the $and the $
I want a copy of all of the paper work I signed (about pages)I want a copy of all paperwork associated with my moveThis is required by lawI was told by FMA and the driver that I would receive a copyThis copy is necessary for myself because a family member had agreed to pay for one half of my moveI need the receipt to show my family member
I want a replacement of the box that was destroyed when FMS transported the box with my clothes
I was going to save the clothes in the boxes
Summary
FMS arrived hours late which caused me to have to go to a different storage area to get the discount
FMS was not able to pick up my entire inventory, because they did not bring a truck large enough
FMS did not hold my inventory overnight , because my inventory was at my home all night ( have no idea where they got that story from???)
FMS destroyed the box the for my clothes
FMS removed from their web site all of my inventory and my order for the service
When I asked for copies of the information of my order and inventory FMS refused to give it to me
FMS refused to negotiate this situation with me or my daughter
I never took the $discount offered to me because they required me to sign a document saying that the $was a settlement in full their financial relationship with me
I can send pictures also if requested
Final Business Response /* (4000, 9, 2015/09/24) */
This letter is in response to Case # XXXXXXXXThe client wants a discount for no wrong doing or damages and we are unable to accommodate their request as their expectations far exceed our liability or logicThe client was provided with a move throughout two days, the charges were explained to the client and copies of the BOL were provided onsiteBoth days our men did as expected which was move the client's itemsWe did not send out a truck that was too small, the client used more space than suggested by their inventoryStorage locations do not 'give up' a spot to a client if the unit is already paid forOnce the storage unit is rented the client would have access to that unit whenever they wanted during the hours of operations for the storage facilityWe do not know where the client is getting this information from but the unit she had was not big enough to fit her items- just like the truck wasn't big enoughBoth the storage facility and ourselves were under the impression that the move was much smaller than it actually was due to the way the information was provided to us, from the clientWe apologize that we are not going to be able to come to an agreement on how to remedy this issue
In the good faith of the company $dollars discount was provided to the customer for the second relocationThe total bill was $and customer only paid $
I believe the client is under the impression that the Revdex.com can grant discounts but in fact the only party that can would be ourselvesThank you and if any additional information is needed please don't hesitate to contact us

Hi Jamia, You still have an active claim with us and we are working to resolve this matter as quickly as possibleTo stand corrected, all items have been repaired and or replaced with the exception of (2) chairs that are stainedWe do have an offer in regards to this matter and I have reached out to you via telephone to discuss this matterWe do have documents to prove as such. Please contact us resolve the other two items claimed in order for us to close the claim. Thanks,Travis ***Family Moving & Storage Customer Relations & Claims Manager 773-235-

Initial Business Response /* (1000, 5, 2014/06/14) */
There was a move booked with our representative by *** ***He was who we spoke with from the very beginningHe gave us the inventory, he was the one that we spoke with confirming the moveWe had never spoken to his wife until
the day of the moveTheir move was scheduled for May 30, between 12-3PMThe crew that was assigned to this job was delayed on their morning job due to inaccurate inventory once againWe unfortunately did not arrive until late in the eveningAfter speaking with the main dispatcher, they agreed to have us come back first thing in the morningWe were already booked solid for the 31st, but we did accommodate their moveOn the night before the foreman that was there also indicated that they had a lot more inventory that was given by Mr ***The movers arrived and they got the job done, it did take an additional hrs because of the inventory that we were not aware of upon bookingThere was a discount given of $Ms *** also signed a settlement agreement for the $discount givenPlease let me know if any documents need to be sent overThank you

Complaint:
I am rejecting this response because: It has not been resolvedI still have outstanding furniture repairs that have not been addressedIm over your talking points about what you are legally able to doJust because it may be just under minimium guidelines doesnt mean its right or good customer seviceMy items are still being repaired and have not been returned yet and the proposed cleaning of the chairs doesnt seem satifocatory though I will wait for an offerYou have not been operating in real faith and I refuse to withdraw my compliant until everything has been addressed and I am satisfied.
Mrs***

Initial Business Response /* (1000, 5, 2014/12/09) */
This letter is in response ti the complaint filed by job # FMXXXXXXThe client was charged for the
labor time and wait time spent moving and attaining payment for the moveThe day previous to the move the client confirmed that ***
*** would be using a Credit Card (Visa or MasterCard only)for payment and SHE would be the person making said paymentOn move day the client informed us that she was not the person making the payment, it would be a friend *** ***
The driver informed the client that the only way to do a Credit Card payment for someone that was not going to be present during the move would be for that person to send us a filled out Credit Card Authorization Form along with a copy of the payment card and photo ID of the payeeAttaining
these required documents was not easyThe client wanted us to process the payment card without getting the required documents, we explained that this is why we confirmed the day previous that she was going to be the person paying so we knew there wouldn't be any complications in regards to authorizing the chargeThe client finally provided us with the completed form but it was filled out for an *** *** the client did not supply a proper form of payment until around 2pmThe charges the client experienced were simply the labor time which started at the first location and ended at the last locationThe client signed off on all required documents upon the completion of the job and had the client been clearer about their payment expectations then we would have been able to send out the Authorization Form previous to the move taking place to avoid wait timeIn short the wait time was un-avoidable as the client never informed us that a different party, that was not going to be present during the move, was to pay for the services.If any other information is needed or if you would like to review some of the signed documents provided on move day please do not hesitate to contact us
Initial Consumer Rebuttal /* (3000, 7, 2014/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with responseOn nov I contacted the company and spoke with ***I advised him that my Manager *** *** was going to pay for my move for the quoted price of and wanted to do it by credit card and he would not be at the location on the day of the move*** advised me that I could be done and that all that was required was to submit a copy of *** *** id and copy of his *** front and back The information was sent twice to the fax numberI then called *** and confirmed on thurdsay XX-in the am he advised me that he received the id and that he would send me a new contract stating that credit card has been authorized at XXX:XXam on 11/He told me everything was fine and *** would not have to be at the move location due to this being authorized hours in advanceThere was no mention of anything else needed or that he needed to be there in personOn the day of the move is when the lead guy told me that the person must be there and then *** called and said they could not find the documents that *** receieved and authorized and that new information had to be submitted which caused a inconvience and more time wasted when this was done in advance to avoid any issuesIt was a because of this miss information that now more money was asked for and time wastedWhich was unfair to *** *** and also to me for have to come out of more money since the the movers had to wait for documents to be refaxed againI feel this issue has not been resolvedI have already submited the changed contract that has credit card auth dated 11/13/to the Revdex.comWhat happened to the documents that were sent on 11/12/which included *** *** id and *** credit card front and back that *** confirmed that he received on 11/14/Why would *** send a ammended contract dated 11/14/stating credit card authorizedThat further proves that I was told that *** could pay for the move and authrize the card in advance even though he would not be there at the time of the move
Final Business Response /* (4000, 12, 2015/01/05) */
We do apologize that the customer feels as if she received 'bad services' but we
attempted to do this move as fast as possible while attempting to not create any damagesThe
customer was asked to pay for the services rendered- this is not aband we are unaware
as to why the customer is pointing out that she made two payments instead of oneThe total
amount for the move didn't change due to the two payments, the estimated time changed as
services are based on the precise amount of time used preforming the job
As stated before, we are only claiming this item out at a pound dresser because this
item is made out of pressed wood and or particle boardAs supplied previously we do NOT
honor claims for damaged pressed wood and or particle board items as they are not sturdy for
transportBecause these items have poor structural integrity we are not liable for them getting
damaged when movedThe 'wood chip' is actually a tear in the wood printed veneer covering
the pressed wood piece, this type of damage cannot be avoided because this wood printed
veneer is essentially a sticker covering the particle board, something as small as a string could
catch the veneer and cause a tear in itWith that being the case we will not be offering any
higher settlementWe will only honor the previously agreed to settlement and the $for the
tear in the veneer on the client's pressed wood dresserWe urge the Revdex.com to review the previous
settlement signed by the customer and review the new 'damage' that is causing the customer to
want a full refundWe ask that this complaint be removed because this client already agreed to
a settlement and is attempting to nullify the previous agreement for something we are not even
supposed to be liable for(All documents previously provided validates these statements.)

Hi,
We are working hard to bring resolution to this complaint and the client was assigned a furniture inspector and repairman yesterday dated 7/11/and items at this moment has already in the process of being repairedWe have the right to extend the amount of time if we feel
your claim needs further investigation, as discussed with you on several occasionsPlease be advised we are working diligently to take care of this matter as well with all legal standing as licensed and insured movers of IL.
Thanks,
Travis ***
Customer Relations & Claims Manager | Certified Moving Consultant
Family Moving & Storage, Inc

Amazing local moving company, they just Moved us yesterday, from the initial call scheduling to final confirmation everything was extremely smoothI was even able to pay with my discover card Great company try them you won't regret it

My assigned team was an hour late but they did contact me which was not an issue since I planned for suchOnce they came and paperwork was signed I could understand why they ran late from their previous moveThey were fast but careful to wrap everything knowing that I would have in storage for a couple of months and didn't want the upcoming winter or mice to damage my propertyMy crew was wonderful explained everything to me up front and took the stress of out of moving from Lombard to Machesney Park (minutes distance) easyThese guys are hard working and took pride in their workI would absolutely recommend them

This letter is in response to Case #: ***The client is requesting a refund due to complications with our crews arrival with a disputed amount of $1,We do not know where the client is getting her information from but the client only paid for services rendered in the amount of
$The charges were explained to the client and copies of the BOL were provided onsiteOnce the move was completed the client filed a claim for the delays of our crews due to previous jobs schedule before her job that took longer than expected in hopes of receiving compensation for the complications of her moveWe processed the clients claim on October 24th, and send her settlement letter by emailIn good faith of the company $discount was provided to the customerWe have not received a response from the customer regarding the settlement letter and amount given until we received this complaint via Revdex.com. We are willing to offer the client an additional $to come to a total settlement amount of $in hopes to remedy the situationI believe the client is under the impression that the Revdex.com can grant discounts but in fact the only party that can would be ourselvesShould the client wish to contact us regarding our final offer or further discussion of the settlement she can contact us by email or telephoneWe thank you for your time and hope we have provided some clarityShould you need additional information, please do not hesitate to contact us

Initial Business Response /* (1000, 5, 2014/12/09) */
This letter is in response ti the complaint filed by job # FMXXXXXXThe client was charged for the
labor time and wait time spent moving and attaining payment for the moveThe day previous to the move the client confirmed that
*** *** would be using a Credit Card (Visa or MasterCard only)for payment and SHE would be the person making said paymentOn move day the client informed us that she was not the person making the payment, it would be a friend *** ***
The driver informed the client that the only way to do a Credit Card payment for someone that was not going to be present during the move would be for that person to send us a filled out Credit Card Authorization Form along with a copy of the payment card and photo ID of the payeeAttaining
these required documents was not easyThe client wanted us to process the payment card without getting the required documents, we explained that this is why we confirmed the day previous that she was going to be the person paying so we knew there wouldn't be any complications in regards to authorizing the chargeThe client finally provided us with the completed form but it was filled out for an *** *** the client did not supply a proper form of payment until around 2pmThe charges the client experienced were simply the labor time which started at the first location and ended at the last locationThe client signed off on all required documents upon the completion of the job and had the client been clearer about their payment expectations then we would have been able to send out the Authorization Form previous to the move taking place to avoid wait timeIn short the wait time was un-avoidable as the client never informed us that a different party, that was not going to be present during the move, was to pay for the services.If any other information is needed or if you would like to review some of the signed documents provided on move day please do not hesitate to contact us
Initial Consumer Rebuttal /* (3000, 7, 2014/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with responseOn nov I contacted the company and spoke with ***I advised him that my Manager *** *** was going to pay for my move for the quoted price of and wanted to do it by credit card and he would not be at the location on the day of the move*** advised me that I could be done and that all that was required was to submit a copy of *** *** id and copy of his *** front and back The information was sent twice to the fax numberI then called *** and confirmed on thurdsay XX-in the am he advised me that he received the id and that he would send me a new contract stating that credit card has been authorized at XXX:XXam on 11/He told me everything was fine and *** would not have to be at the move location due to this being authorized hours in advanceThere was no mention of anything else needed or that he needed to be there in personOn the day of the move is when the lead guy told me that the person must be there and then *** called and said they could not find the documents that *** receieved and authorized and that new information had to be submitted which caused a inconvience and more time wasted when this was done in advance to avoid any issuesIt was a because of this miss information that now more money was asked for and time wastedWhich was unfair to *** *** and also to me for have to come out of more money since the the movers had to wait for documents to be refaxed againI feel this issue has not been resolvedI have already submited the changed contract that has credit card auth dated 11/13/to the Revdex.comWhat happened to the documents that were sent on 11/12/which included *** *** id and *** credit card front and back that *** confirmed that he received on 11/14/Why would *** send a ammended contract dated 11/14/stating credit card authorizedThat further proves that I was told that *** could pay for the move and authrize the card in advance even though he would not be there at the time of the move
Final Business Response /* (4000, 12, 2015/01/05) */
We do apologize that the customer feels as if she received 'bad services' but we
attempted to do this move as fast as possible while attempting to not create any damagesThe
customer was asked to pay for the services rendered- this is not aband we are unaware
as to why the customer is pointing out that she made two payments instead of oneThe total
amount for the move didn't change due to the two payments, the estimated time changed as
services are based on the precise amount of time used preforming the job
As stated before, we are only claiming this item out at a pound dresser because this
item is made out of pressed wood and or particle boardAs supplied previously we do NOT
honor claims for damaged pressed wood and or particle board items as they are not sturdy for
transportBecause these items have poor structural integrity we are not liable for them getting
damaged when movedThe 'wood chip' is actually a tear in the wood printed veneer covering
the pressed wood piece, this type of damage cannot be avoided because this wood printed
veneer is essentially a sticker covering the particle board, something as small as a string could
catch the veneer and cause a tear in itWith that being the case we will not be offering any
higher settlementWe will only honor the previously agreed to settlement and the $for the
tear in the veneer on the client's pressed wood dresserWe urge the Revdex.com to review the previous
settlement signed by the customer and review the new 'damage' that is causing the customer to
want a full refundWe ask that this complaint be removed because this client already agreed to
a settlement and is attempting to nullify the previous agreement for something we are not even
supposed to be liable for(All documents previously provided validates these statements.)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI still have not received anything in writing via email as I requested three times which they claim they keep sending.
Sincerely,
Tennisha ***

Hello Neel, We apologize you are not satisfied and any inconveniences that occurredWe strive to make every customer happy, Per our conversation, you will be reaching back out to us so we can provide some resolution in this matter. In the meantime, we are sending over a
complaint/claims form for you to fill out. We look forward to resolving any issues and thank you for your cooperation. Best Regards, Travis S. Customer Relations Manager

Hello Christian,We apologize for any inconvenience you have incurred on your move.As discussed via email on June 13th, if you'd like to file a claim, all transportation cost must be paid in full before we can file any missing itemAt this time, there is an un-paid balance of $that will need
to be remitted as soon as possible. We have located your broom and mop, but a claim can not be processed without full payment. We have taken the liberty of sending you an email with our claims forms, but please call us to take care of payment at 773-235-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Michael *** ***