Family Moving & Storage, Inc.

Initial Business Response /* (1000, 5, 2014/12/09) */
This is in response to the complaint filed by [redacted]. This customer is not being
honest about their complaint. The client signed a settlement agreement on move day for some
minor complications in the amount of $100.00. This took...

place when the move was done on
November 24th, 2014. The client contacted our lead provider on Friday that same week (the
company that gave us her information originally) saying we damaged her dresser and she
wanted a full refund because of this. The client said she contacted our office and no one
answered. The customer never called our office after the move took place as she knew she
already signed a settlement agreement on move day. When we contacted the customer she
said we broke her dresser and I explained that we are not liable for pressed wood items but she
could send us a picture of the damage and I could see what we could do. After receiving the
picture of the damage which showed a pressed wood dresser which had some of the wood
lacquer peeling/stripped near the leg base. I informed the client that it is going to be difficult to
file a claim for the piece as her move took place on Monday and it was now Friday and she had
previously signed a settlement agreement for a discount on move day. The client insisted we
refund her all the payment she rendered for her move because of this minor damage. We
informed the client that the most we would be able to offer for the damage would be the basic
liability for the item which is at $0.30/lbs/article. With a dresser of 70 lbs the offer was an
additional $21.00 onto of the already provided settlement of $100.00. The client said 'that isn't
enough' and threatened to file a claim with her Credit Card and the Revdex.com. We attempted to calm
down the customer but she was insistent in having a free move. We were unable to
accommodate her expectations as we could only be held liable for the $0.30 per pound per
article as described in the contract the customer signed before the move and during the move.
If any additional information is needed in regards to the this move please don't hesitate to
contact us.
Family Moving & Storage
Initial Consumer Rebuttal /* (3000, 7, 2014/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company refusing to take any responsibility not only for damage , but poor business and lack of customer service. They calling me not being honest, when there was no honesty on their side at all.
From the start, foreman asked me to pay him cash for 5 hours work in advance. Thirty min before the end he asked for money again. What kind of business is that?.
They are saying I was threatening them with filing a claim, but this is my right to do.
They evaluate the dresser weight 70 lbs, which is not true. It is much heavier.
They promised very good service, and I got a very bad service. Damage should be paid.
Their response is a lot of excuses and not a response that should be given to a customer, that is why it is not acceptable.
Final Business Response /* (4000, 9, 2014/12/17) */
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 damages. The
customer was asked to pay for the services rendered- this is not abnormal and we are unaware
as to why the customer is pointing out that she made two payments instead of one. The 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 70 pound dresser because this
item is made out of pressed wood and or particle board. As supplied previously we do NOT
honor claims for damaged pressed wood and or particle board items as they are not sturdy for
transport. Because these items have poor structural integrity we are not liable for them getting
damaged when moved. The '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 it. With that being the case we will not be offering any
higher settlement. We will only honor the previously agreed to settlement and the $21.00 for the
tear in the veneer on the client's pressed wood dresser. We 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 refund. We 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.

Fast, friendly, helpful movers. Took great care of moving my things. I highly recommend Family Moving & Storage for your moving needs!

Business Response /* (1000, 5, 2014/05/15) */
Mr and Mrs [redacted],
There was a move originally scheduled with Family Moving & Storage Inc for Tuesday April 29, 2014 between 8-10am for pickup. Our company received a phone call on Monday(April 28, 2014) by the [redacted] stating that they...

could not move on Tuesday the 29th, and they had to reschedule the move for Wednesday the 30th. We did explain to them that the 30th of April has been booked for some time, but we did still did accommodate the [redacted] on the 30th. Their new window for pickup was between 3-5PM. The representative that spoke with the [redacted] explained that it was a very busy day and they needed to be flexible with the window given since it was a last minute move for that day of the month. The day of the move, Wednesday April 30, 2014, the move for the [redacted] was assigned to a crew. That original crews morning move happened to be an all day move due to added inventory. So the [redacted] move from Flossmoor to University Park was reassigned to another crew, who had down time before their next job. A phone call was given to the [redacted] asking if the movers could arrive sooner and we were told that they needed to keep their original time frame of 3-5PM. Unfortunately the movers did not start moving the [redacted] until 8:00PM. As soon as the movers arrived Mr [redacted] requested a discount of $100.00 for the delay in arrival. Upper management approved that discount for the foreman. We did send a smaller truck, but that was based on the inventory given by the customer upon booking. The foreman did call the manager to inform him that there was more inventory then was taken and the move would take longer. The movers stopped working at 12:00Am(May 1, 2014)and they were still not finished moving everything. The [redacted] agreed to have the movers come back the following day to finish up the move. The original estimate was for 3 men for 3 hours plus 1 hour travel, the move on the first day ended up being 3 men for 4.50 hours(4.50x95.00=$427.50)+ 1 hour travel($95.00)which equals $522.50. The only payment that was taken that day(April 30, 2014) was in the amount of $280.00. So in addition to the $100.00 given prior to the move starting, there was another discount of $142.50. So total discount for the first day was $242.50. The same foreman showed up the following day, Thursday May 1, 2014, to complete the move. For the delay the day before, and in the good faith of the company there was no charge for the completion of the move on May 1, 2014. Payment for the second move would have been $332.50, but again no payment was taken the second day. Total discount for both days was $575.00. A settlement form was signed by Mrs. [redacted](dated May 1, 2014), which was for completion of the move and for any/all damages that were made during the move. Please let me know if any documents need to be submitted.
Thank you,
Family Moving & Storage Inc.

Initial Business Response /* (1000, 5, 2014/02/01) */
Dear Mr. [redacted],
First of all let me apologize on behalf of Family Moving & Storage, Inc. Our company did relocate Mr. [redacted] on December 31, 2013. We did receive a phone call from his assistant stating there was damage to...

his bed post. I requested pictures of the damage, which were sent by his assistant. When we received the pictures, we immediately contacted our third party contractor to see when he would be available to go out and make repairs. A date was agreed upon by both parties (contractor and Mr. [redacted]). Everything was set up for that day, unfortunately the contractor was not able to be at Mr. [redacted]'s home at the time that we had scheduled due to his earlier job which took longer then expected. We did speak with Mr. [redacted] and rescheduled with both him and the contractor. Apparently the day of the second attempt to come out and make repairs, the weather outside was very dangerous and the roads were very wet and slick. Our third party contractor (which by the way is no longer working with our company) failed to contact Mr. [redacted] that day to inform him that he was not able to come out. I spoke with his assistant a few days later and expressed my deepest apologies, and explained to her that our company does NOT want Mr. [redacted] to feel as if this is not an important matter because it is. After speaking with her for a few minutes, she agreed to give our company one more opportunity to make this situation right. We have a repair date set up for this Tuesday February 4, 2014. We will come out and do our very best to make sure you completely satisfied. Again we sincerely apologize, and we appreciate you allowing our company to correct our mistake.
Thank you for your business,
Family Moving & Storage, Inc.

Amount to be billed was presented to me prior to work completed.  I was told this was the process by one of the workers.  I questioned how he knew when he would be done and he told me (with several items still in the truck) that this would be the final price regardless.  I have access to when they left the storage facility if records are required.  I was already offered half of the last hour as compensation if I put everything in writing as per Jeff on October 5, 2016.  I complied through the Revdex.com website and am looking for that compensation at minimum.

We will settle for the amount she mentioned We need a letter to us stating that she is willing to settle for the amount agreed.Letter needs to be sent to FamilyMoving&Storage [redacted] attention claims.Once we receive we will issue a check within 7 working days.Thankyou

Customer signed time in and out . Customer also signed before job started that we have the right to accept cash only. With that being said we do not in force that .Our credit card machine was not working that day unfortunately so our only other form  of payment is cash .We do not pro rate hours...

that is in our contact also .As far as the fuel charge customer was told there is a tax . All the issues customer is complaining about were all presented in writing and agreed before job started.If customer had problem with term after job is completed is not the time. We do try to do the best we can for informing all our customers upfront if something is not understood the contract is there before hand . We will not be issuing a refund based on paper work .All copies are available if needed.Thank you

Amount to be billed was presented to me prior to work completed.  I was told this was the process by one of the workers.  I questioned how he knew when he would be done and he told me (with several items still in the truck) that this would be the final price regardless.  I have access to when they left the storage facility if records are required.  I was already offered half of the last hour as compensation if I put everything in writing as per Jeff on October 5, 2016.  I complied through the Revdex.com website and am looking for that compensation at minimum.

My experience with Family Moving and Storage was terrible. I have used other moving companies in the past with great experiences. My husband and I had been preparing for our move for 6 months while our house was being built so we were able to have everything packed and ready to go prior to the morning of the move. When the truck arrived (15 minutes late) we were ready to have our belongings loaded. The only furniture that required disassembly was a 4 post bed frame and removing a mirror from a dresser. Everything was done; even the mattresses were bagged and ready to go. About 2 hours into our move the movers advised my husband that they would not be able to get all of our belongings in the truck. We were moving 2 bedrooms, 1 den, living room, dining room furniture and boxes of our belongings (1450 sq ft house). It sounded absurd. How could it be possible that our belongings wouldn't fit; it was a small house and 1 room had no furniture and another room the furniture had been moved separately from their truck. We called the company to complain and were given some song and dance about having the largest trucks of all moving companies in the valley and this was a 24 foot truck. We would just have to pay for 2 trips. What were we to do? A portion of our belongings were already loaded on the truck and we were 2 hours into charges. The day drug on it took 4 hours to load the truck the first time. The truck arrived at the new house and many times the guys commented on how heavy all of the boxes were. It took 5 hours to unload the truck. Somehow the 35 minute commute between the 2 houses took the moving truck an hour and 15 minutes. When the arrived back at the original house it took them another 2 and a half hours to load the remaining belongings. During the unload of the second trip the movers were carrying on a conversation while bringing my belongings into my home and proceeded to use profanity while describing a situation to the other. I have young children in my house and could not believe how disrespectful and unprofessional this was. They were also complaining at how long the move had taken and one of them communicated that he planned on not showing up for work the following day. This moving company charges by the hour and they definitely took advantage of us as consumers with our move taking 14 hours to complete for a 1450 square foot house. It was unconscionable. I put the bed frame, attached the mirror, and put the reclining sofa back together myself for fear of how much longer it would have taken for the moving company to complete these simple tasks. When I spoke with Steve at the company after my move was complete he seemed very scripted in his answers. Like this happens all the time. He assured me he sent the best workers of his staff. He blamed me for the time it took that we had too much stuff. (it was a small house there wasn't room for much stuff). Later when I was unpacking I discovered that a drawer containing jewelry and a biblical journal had been completely emptied. Every piece of jewelry was gone and the journal too. The last laugh is on the moving guy who took the jewelry; while it looked like a score.... The jewelry in the drawer was fake.... Cubic Zirconia pieces with no value (other than sentimental)

I hope others can learn from my families experience and not hire Family Moving and Storage.

This was my second time using Family Moving and Storage. The first time I had no complaints. This time I moved on a Friday. The movers were snarky and rude. I had several loads of boxes come in completely upside down. Boxes labeled "Fragile" just dropped right in front of me and when I asked them to be careful I got "You should have seen the way you had them stacked, what I am doing is not anything worse than that." They had music playing on their phone in their pocket using horribly offensive language. A number of my large furniture items are completely roughed up. When I called to make a complete on the following Friday ( the agreement says within 10 days) The first thing Steve said to me was "We don't have people working here that would do anything like that". Then proceeded to say "I have a hard time understanding if you had an issue with your move why it took you a week to call me." When I tried to express to him about the music his "outstanding movers" had playing that I found offensive, he talked over me raising his voice telling me not to use that profanity with him. As I continued to try to share my frustration with him he continued to talk over me, yelling, and said that he "was not going to keep listening to me say the same thing over again and he was hanging up now."
This is not the way to treat a customer. All he had to say was "wow that is not something I usually hear about our moving teams. Let me check into this and I will give you a call on Monday". But instead he came out the gate completely defensive and with an attitude towards me.

My experience with Family Moving and Storage was terrible. I have used other moving companies in the past with great experiences. My husband and I had been preparing for our move for 6 months while our house was being built so we were able to have everything packed and ready to go prior to the morning of the move. When the truck arrived (15 minutes late) we were ready to have our belongings loaded. The only furniture that required disassembly was a 4 post bed frame and removing a mirror from a dresser. Everything was done; even the mattresses were bagged and ready to go. About 2 hours into our move the movers advised my husband that they would not be able to get all of our belongings in the truck. We were moving 2 bedrooms, 1 den, living room, dining room furniture and boxes of our belongings (1450 sq ft house). It sounded absurd. How could it be possible that our belongings wouldn't fit; it was a small house and 1 room had no furniture and another room the furniture had been moved separately from their truck. We called the company to complain and were given some song and dance about having the largest trucks of all moving companies in the valley and this was a 24 foot truck. We would just have to pay for 2 trips. What were we to do? A portion of our belongings were already loaded on the truck and we were 2 hours into charges. The day drug on it took 4 hours to load the truck the first time. The truck arrived at the new house and many times the guys commented on how heavy all of the boxes were. It took 5 hours to unload the truck. Somehow the 35 minute commute between the 2 houses took the moving truck an hour and 15 minutes. When the arrived back at the original house it took them another 2 and a half hours to load the remaining belongings. During the unload of the second trip the movers were carrying on a conversation while bringing my belongings into my home and proceeded to use profanity while describing a situation to the other. I have young children in my house and could not believe how disrespectful and unprofessional this was. They were also complaining at how long the move had taken and one of them communicated that he planned on not showing up for work the following day. This moving company charges by the hour and they definitely took advantage of us as consumers with our move taking 14 hours to complete for a 1450 square foot house. It was unconscionable. I put the bed frame, attached the mirror, and put the reclining sofa back together myself for fear of how much longer it would have taken for the moving company to complete these simple tasks. When I spoke with Steve at the company after my move was complete he seemed very scripted in his answers. Like this happens all the time. He assured me he sent the best workers of his staff. He blamed me for the time it took that we had too much stuff. (it was a small house there wasn't room for much stuff). Later when I was unpacking I discovered that a drawer containing jewelry and a biblical journal had been completely emptied. Every piece of jewelry was gone and the journal too. The last laugh is on the moving guy who took the jewelry; while it looked like a score.... The jewelry in the drawer was fake.... Cubic Zirconia pieces with no value (other than sentimental)

I hope others can learn from my families experience and not hire Family Moving and Storage.

This was my second time using Family Moving and Storage. The first time I had no complaints. This time I moved on a Friday. The movers were snarky and rude. I had several loads of boxes come in completely upside down. Boxes labeled "Fragile" just dropped right in front of me and when I asked them to be careful I got "You should have seen the way you had them stacked, what I am doing is not anything worse than that." They had music playing on their phone in their pocket using horribly offensive language. A number of my large furniture items are completely roughed up. When I called to make a complete on the following Friday ( the agreement says within 10 days) The first thing Steve said to me was "We don't have people working here that would do anything like that". Then proceeded to say "I have a hard time understanding if you had an issue with your move why it took you a week to call me." When I tried to express to him about the music his "outstanding movers" had playing that I found offensive, he talked over me raising his voice telling me not to use that profanity with him. As I continued to try to share my frustration with him he continued to talk over me, yelling, and said that he "was not going to keep listening to me say the same thing over again and he was hanging up now."
This is not the way to treat a customer. All he had to say was "wow that is not something I usually hear about our moving teams. Let me check into this and I will give you a call on Monday". But instead he came out the gate completely defensive and with an attitude towards me.

Review: First off This company advertises no hidden charges but there are hidden charges. Second, When they moved my bed set, they didn't reassemble it correctly & when I called them about it they told me they wouldn't come out & fix it for free. They are not backing their terms of service. The movers left packing materials in my closet & in the middle of the street where I moved to. When I called them about these issues they said they'd give me $35.00 if I promised I'd drop all future complaints. I did not take their offer. I want them to come fix my bed correctly & the rest of the things I'll write off as a bad experience along with the fact that I'll never use their services again nor recommend them to ANYONE. The move was on July 19 2013 & the reason it has taken me so long to file this complaint is that I've had health issues, 2 surgery's back to back for thyroid cancer. Also they charged my mom a percentage for using her charge card. They quoted us a price for the move & the total charges exceeded their quote so instead of paying them cash she had for their quote, she had to use her credit card as she had just enough money for the quote they gave us . Their customer service is terrible & they don't stand behind their work along with their very bad attitude towards the complaining customer. What an insult! The public needs to be warned about this business. Their service sucks, they are liars & they have an enormously bad attitude toward their customers who file complaints.Desired Settlement: I want my bed reassembled the correct way as when they took it down, after all, it's what I've already paid for. The unit is too heavy for me to fix it or I would. If they aren't willing to finish the job correctly then I want a full refund. I also want the master bedroom dresser put in the master bedroom. They told me it wouldn't fit but it will. Also they stacked my filing cabinet & small dresser on top of one another but put the bigger dresser on top of filing cabinet & it's in danger of falling at any time. It should have been stacked the opposite way that they stacked it. They were in a big hurry to get out of here & they didn't care about the quality of workmanship. I've never had a business behave this way towards the customer ever!! I am completely dissatisfied with their service & the amount they charged. It wasn't what I was quoted. I asked [redacted] twice if there were any hidden charges before the move & he assured me there weren't, he LIED.

Business

Response:

Family Moving and Storage is willing to settle claim for the agreed amount of $90.00. Please send letter to Family Moving & Storage [redacted] Attention [redacted]. Accepting the offer submitted with return address and phone number.

Thank You

Family Moving & Storage

Review: I had Family Moving & Storage move pack and move me on July 31st and August 1st. On arrival of the movers the driver asked me to sign some papers. I asked him do you itemize he said yes but it takes to long.

I waived the Insurance because I never thought that I would have to need it. While they were at my house on the 1st of August. They came with a bad mood and short a person. Toward the end they said they might

not have home in the truck for all my things. I said well get another truck. So I called the sales rep [redacted] and proceeded to tell him. He said let me talk to the driver. Well there was a lot of yelling on the phone. And the other

guy started throwing my glassware on the truck. I told him not to do that with my things.

Well after they unloaded the truck little did I know that their were items of mine that are irreplaceable. All of my Alcohol that was my father's when he passed away back in 2005. I had over $200.00 worth. Also I'm missing my

small vacuum cleaner and pictures and remotes. So in all I am missing two boxes that they won't own up too taking.Desired Settlement: I would like my stuff back if they can't find it I want what the value of my belongings were. I also want them off Revdex.com because they are not professional at all. I've been yelled at twice by who ever answer's the phone. They won't identify themselves when I ask who I'm speaking too. There very rude. But there nice when they took $3,700.00 from me up front and told me that was a flat rate. And I didn't have all the things that I had after having a yard sale. They said they would not take anything off. I sold my Washer and Dryer which didn't matter. I feel like I was taken advantage of. They also damaged some of my furniture.

Review: I have two major problems with this moving company but they both clearly start with [redacted]. First, I booked this moving company in advance, gave them a credit card to hold the reservation (Non refundable if I wanted to cancel and scramble to try and find a new moving company same day and at significatnt cost). [redacted] told me that the movers were scheduled to arrive between 7-8AM on 3/1/15. He called me the next day and explains that there are major reports of rain and they may be a little late. (It never rained) Told me that he would call me and let me know when they would arrive. I explained that I have a little felxability but not much. I am a single parent with a 6 year old. When I hire a moving company I am counting on them, and I was severly let down by [redacted] and Family Moving & Storage. I never received a single call from [redacted]. had I not been calling him, I would have been left to sit for hours wondering if I was going to get moved. The moving truck did not arrive until 3:15PM. 8 hours late... Never even got an apology from [redacted]. Then at the end of the move - with about 45 minutes to go the mover informs me that if they cannot get the move done by 6:15, that they were going to charge me for another hour. I looked at my watch and said I thought that they may not make it. The mover smiled at me and asked me if he should goi ahead and charge me for the extra hour in advance. This is a complete scam, and I am a victim here. They went over by 20 minutes - after making me wait for 8 hours for them, arguing, yelling at me, and just moving very slow in general after one of the movers verbally attacked me. And then charge me another 72.00. Then the mover has me sign a document that says they finished at 7:15 when they actually finished at 6:35. Complete Scam. [redacted], the owner I presume, actually got angry at me for bringing up the fact that they were 8 hours late. Proceeded to lecture me on the moving industry, and said that he would "split the cost of the last hour with me:". Unacceptable in my view.

Also, during the job the movers asked me to help them move my couch out the door and down the stairs by holding up the attached pillows while they carried it. Never offer to wrap it, and later lied to his boss on the phone and said that I declined an offer to wrap the couch. Long story short they struggled with the couch. After they got the couch down the stairs the mover began yelling at me telling me that I was wrenching the couch around and his neck was being yanked around. However I was not carrying the couch - his partner was. I was simply guiding the attached pillows while they carried it. And they basically got the couch wedged in between the stairwell and actually got angry at me. I couldn't believe it. The mover literally verbally attacked me in the middle of my complex in front of my 6 year old daughter. It was unbelievable. So I call [redacted], and he starts yelling at me as well. Telling me that if his driver of 10 years said that something happened it happened, that "he's met 10,000 guys like me". Basically told me to keep my mouth shut. And then asked me why I hadn't just hired someone else. Unbelievable. Like I had an option when you leave me in the lurch on Sunday. With a 99.00 cancellation policy to boot.

The bad attitude is top down in this organization. And I feel that the movers intentionally went slowly after the first problem, and [redacted] was not only unwilling ot listen to me, he was abusive and condescending.Desired Settlement: 72.00 for the extra hour that I was forced to pay before they would relinquish my property at a minimum.