Family Moving & Storage

Not only were they late , they damaged my furniture,didn't unwrap or set up furniture.
Were extremely unprofessional, over priced , and could care less abut your belongings !
You would be better off going to home depot and hiring the illegals to move you.
Horrible customer service

They did a great job, moved quickly and efficiently

I have nothing but good things to say about Family Moving & Storage, IncI had been referred to other companies by friends, but saw all of the great reviews on [redacted] & Revdex.com, and decided to get a price quote and see how it wentThe other companies tanked on customer service while Family Moving & Storage, Incexcelled- Price quoteI sent in about requests online for quotes in one afternoonBy 5:pm Travis had responded with a very detailed and well priced quote- Follow upI have never hired movers before and asked about a million questions beforehandI dealt mostly with Travis & Mark and both were very helpful and extremely polite- Moving DayThe three movers were able to arrive almost hour ahead of scheduleA bit of confusion between the company and movers about arrival time, but no big dealThey got down to business fast and were extremely polite the entire timeKept smiles on their faces as they were hauling up heavy furniture and boxesFinally, they allowed me to look in the truck to make sure I had everythingThe time and cost estimate were below what I was told, so I tipped them pretty wellThose guys busted tail and didn't scratch, ding, or dent any of my furniture or the hallway of my buildingGreat referral, so thanks to everyone who has reviewed them!

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 [redacted] Family Moving & Storage Customer Relations & Claims Manager 773-235-

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 repaired.We 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 ILThanks, Travis [redacted] Customer Relations & Claims Manager | Certified Moving ConsultantFamily Moving & Storage, Inc

Worst Movers not worth to proceed unless you are ready to spend more $$$ & time I have done couple of moves with different movers earlier but never faced or seen these type of movers They are registered but still worse than any other local movers without registered I have used this company service in Jun for short local move within same city I would like to share my experience so other people can make a proper decision before proceeding with this company Schedule: Came 2hrs late after my scheduled time window which messed up my other schedules Price/Estimate: Office people gave me estimate approxto hrs max for moving based on my inventory but the moving crew took 7hrs+ to complete the move.so you can understand how much additional money I spent on these slow moving crew of which at least crew did not work for most of time.so technically crew did the job but they charged for crew Care for Items: No Care for the items as if any damage happens they pay 0.30cent per pound so based on this you calculate your stuffHope our stuff is more valuable than what they pay that also depends based on their own investigation & discretion to pay for damage My furniture bedframe, sofa was damaged even after paying extra $$$ for packing & wrapping Blankets & wrapping: Don’t expect blankets to be same as you seen with other moving companies These guys blankets are have complete their life span & they are still using which will does not give any protection our furniture or goods, torn & so thin like papers Delivery: Damaged goods will be hidden/undelivered until they received the final payment Once payment is received then they will unload the damaged ones Claims: I spent so much of time to process my claim but finally felt nothing exist in real If they damage happened be ready to spend additional number of hours in reading papers, submission & follow ups, as they will tell in moving industry has so much paper work for claims approxtime frame months no guaranteedNo caring or helping – very rude nature Claims will be handled by Travis – he is very rude to deal Communication: Very polite until you make reservation, once done forget about communication does not even care to return to your voice mails & mails No calls will be answered on the day of move as they are not responsibleI think these guy will give subcontract the work to some other guys Just try this to know: Instead of saying looking for move state “move completed would like to talk” – then their real voice will be heard

Revdex.com: From: Corey [redacted] [mailto:c899***@gmail.com] Sent: Wednesday, January 24, 11:AM To: Revdex.com Info Subject: Re: You have a New Message from Revdex.com Serving Chicago and Northern Illinois Complaint # [redacted] Hi there, Could you please take down my complaint # [redacted] as I have settled with Family Moving & Storage offline Thanks, Corey Sincerely, Corey ***

We have been in direct contact with client in hopes to resolve any problems and issues that occurredThe client has spoken to [redacted] since the move took placeClient has understand that any and all issues needs to be reported to our claims department for further investigation

The guys were true professionalsThey called me to let me know they were on their way They arrived on time Did a great job of loading us up and moving us into storage Will definitely use them to move from storage to my new house

Initial Business Response / [redacted] (1000, 5, 2014/08/21) */ Our company did come out and pick up Mr [redacted] table with one leaf, we sanded and polished the tableThe final product came out very niceUpon delivering the table Mr [redacted] notified us that he had more leaves that went with the tableWe would have been more than happy to take them with us the first time in case the color did changeAs much as we tried to match the color it is never guaranteed that it will be the exact colorWe will send some of our movers within the next days to pick up the leaves, at that time we will deliver a check for $for the claimed missing changeI would like to include that at no time was anything written on the contract relating to a missing jar of change or the missing receiverWith the information provided by Mr [redacted] we will research and contact Mr [redacted] when we find the product in question or a receiver similar Thank you, Family Moving & Storage Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because they always say they'll do something and call, and never doThey take no responsibility for their actions, and have a lack of customer service skillsI've been waiting for a replacement, or monetary reimbursement for my stolen receiver and money for months, and they've given me nothing but the run aroundMoving is stressful enough without the added hasslesI'm requesting help from the Revdex.com to intervene on my behalf, so these issues can be resolved quickly as possibleI expect this matter with Family Movers to be settled within weeks, by Sept5th., include the restraining of my additional leaves, money for the stolen change, and either money/and or a replacement comparable in value to receiver that was stolen Final Business Response / [redacted] (4000, 13, 2014/09/18) */ To whom it may concern, We have yet to pick up the two leafs from Mr [redacted] as an agreement has not been made in regards to this claimAs it stands Mr [redacted] has requested two additional leafs to be stained to match the repair done on the table and other leaf, (this information about the other leafs SHOULD have been provided to us when we came out the first time to repair)He has also requested that we refund him for change that got misplaced and the receiver he cannot findWe understand that moving can be stressful but that does not mean that we are automatically liable for anything that doesn't go according to plan on move dayWe try our best, we understand that sometimes our 'best' isn't enough for clients and we do apologize for thatNeedless to say we are still only held accountable for the terms of our contractIf a copy of this contract is needed to validate the situation just askWe are held accountable for $(cents) per pound per articleWe are unable to compensate the client for FULL VALUE of the receiver simply because an evaluation of price was never determined previously to moving the item (this is how full coverage insurance works) and the contract we had with the client allows us liable for a maximum of cents per pound per article With a receiver having a maximum weight of 70lbs (this is an overly generous weight for a single receiver) the total liable amount for our settlement would be $We will not replace the missing receiver as we are not obligated to nor can we confirm if the item actually went missing while we moved the client as all the documents signed at the end of the move stated that ALL items were accounted for and in apparent good conditionAs we stated before we can make an attempt to re-stain the other two leafs, no guarantee on the color matchWe would also be able to provide the initial offer of $for the missing change even though no notification was provided previous to this complaint in regards to the missing change jarWe would also add in another $as a maximum for claiming out on the missing receiverThe total offer at this point would be $plus an attempt at re-staining the other two leafsIf the client is in agreement to this offer then he needs to notify is in writing that this is agreeable so we may then schedule the repair for the leafsIf the client is not in agreement with the offer than there is nothing else we can do as we have done everything in our power to resolve the situation within our legal liability Consumer Response / [redacted] (3000, 21, 2014/11/17) */ Dear Ms***, I'm resending this email to you regarding complaint listed aboveI've never heard any correspondence from them at all trying to resolve this matterFamily movers always say they'll get back to me, and never ever doThis seems to be their business practice, ignore them and maybe they'll go awayI reluctantly agreed to their last proposal, because I just wanted to end this horrible ordeal and move onIf you can get them to correspond with me, and follow through, I would be happy to put this whole matter behind me Also, since the complaint was closed, can you please reopen the case and pursue Family Movers to comply with a settlementThank you Sincerely, [redacted] Business Response / [redacted] (-10, 24, 2014/11/28) */ This letter is in response to the 're-opened' complaint from [redacted] We sent the settlement check to the client as agreed uponWe have not been contacted by the client in regards to not receiving the settlement checkWe did check our records and confirmed the check was not cashed therefore we have put a stop on that original check [redacted] needs to contact us to confirm the address for us to send the checkThe last check was sent to [redacted] Ave [redacted] ILIf the client would like for us to issue another check then that client needs to contact usWe are unsure why the client has attempted to 're-open' the file rather than contact us directly Please have the customer call us or send us an e-mail to get another settlement check Family Moving & Storage Business Response / [redacted] (4000, 26, 2014/12/01) */ This letter is in response to the 're-opened' complaint from [redacted] We sent the settlement check to the client as agreed uponWe have not been contacted by the client in regards to not receiving the settlement checkWe did check our records and confirmed the check was not cashed therefore we have put a stop on that original check [redacted] needs to contact us to confirm the address for us to send the checkThe last check was sent to [redacted] Ave [redacted] ILIf the client would like for us to issue another check then that client needs to contact usWe are unsure why the client has attempted to 're-open' the file rather than contact us directly Please have the customer call us or send us an e-mail to get another settlement check Family Moving & Storage

Initial Business Response / [redacted] (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 needs When 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 / [redacted] (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 / [redacted] (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

Initial Business Response / [redacted] (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 BBB. 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 / [redacted] (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 / [redacted] (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 BBB 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.

Ryan and five guys were exceptionally professional and skilled at moving along with fantastic work ethic They were friendly and were a pleasure to work with Jose made moving fun!! They all took care of my delicate things as if it were there own Debbie and Vivian in the office, really to how to make things work as far as scheduling From Alfredo, my salesperson to Mark and Travis, each one very accommodating and really listens to all of my concerns They are the best I have ever come across and very reasonable Make them your first call when movingYou won't regret it!!

Complaint: [redacted] I am rejecting this response because: the information provided is inaccurate I (as the client) did speak to *** He said he would contact me back with a final resolution He also brought up new information about our move back that was not shared with us prior to contracting with this business A few days later [redacted] called me to share that he still did not have a final resolution and he would call me soon It has been one week since I heard from him I am hoping to hear from him now to resolve this issue AND to resolve the pending issue of my move back Generally speaking, this experience has not been pleasant [redacted] was way more appropriate and understanding than [redacted] (I actually really appreciate his ability to listen) I just hope he comes back with a fair compromise It looks like my move back will likely be way more than quoted as well At that point I will submit another complaint as my total bill will likely be 3Xs the anticipated and budgeted amount This company robbed me and the comments originally made to me from [redacted] when he said that if the company "quoted us higher then we as customers would likely not use them" still is not sitting well with me We did have several other quotes from other businesses ranging from $1100-$ We would have used them as opposed to this company had we known that the $quote would really be $(plus a likely greater increase on the return) Additionally, the response to my claim says to contact the dispute department That information was never given to me in any of my several conversations with this company I look forward to settling this, but hope [redacted] will call me back like he said he would with a reasonable compromise Sincerely, [redacted]

Hi Michael, We apologize for the delay in returning the bag as it was with our general manager and we had no access toAt this time, the bag has been delivered to the customer and again apologize for any inconveniences or worries.Thanks, Customer Service Department

Business Response / [redacted] (1000, 5, 2014/05/15) */ Mr and Mrs [redacted] , There was a move originally scheduled with Family Moving & Storage Inc for Tuesday April 29, between 8-10am for pickupOur 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 30thWe 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 30thTheir new window for pickup was between 3-5PMThe 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 monthThe day of the move, Wednesday April 30, 2014, the move for the [redacted] was assigned to a crewThat original crews morning move happened to be an all day move due to added inventorySo the [redacted] move from Flossmoor to University Park was reassigned to another crew, who had down time before their next jobA 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 3-5PMUnfortunately the movers did not start moving the [redacted] until 8:00PMAs soon as the movers arrived Mr [redacted] requested a discount of $for the delay in arrivalUpper management approved that discount for the foremanWe did send a smaller truck, but that was based on the inventory given by the customer upon bookingThe foreman did call the manager to inform him that there was more inventory then was taken and the move would take longerThe movers stopped working at 12:00Am(May 1, 2014)and they were still not finished moving everythingThe [redacted] agreed to have the movers come back the following day to finish up the moveThe original estimate was for men for hours plus hour travel, the move on the first day ended up being men for hours(4.50x95.00=$427.50)+ hour travel($95.00)which equals $The only payment that was taken that day(April 30, 2014) was in the amount of $So in addition to the $given prior to the move starting, there was another discount of $So total discount for the first day was $The same foreman showed up the following day, Thursday May 1, 2014, to complete the moveFor 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, Payment for the second move would have been $332.50, but again no payment was taken the second dayTotal discount for both days was $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 movePlease let me know if any documents need to be submitted Thank you, Family Moving & Storage Inc

Initial Business Response / [redacted] (1000, 5, 2014/02/01) */ Dear Mr [redacted] ***, First of all let me apologize on behalf of Family Moving & Storage, IncOur company did relocate Mr [redacted] on December 31, We did receive a phone call from his assistant stating there was damage to his bed postI requested pictures of the damage, which were sent by his assistantWhen we received the pictures, we immediately contacted our third party contractor to see when he would be available to go out and make repairsA date was agreed upon by both parties (contractor and Mr***)Everything was set up for that day, unfortunately the contractor was not able to be at Mr***'s home at the time that we had scheduled due to his earlier job which took longer then expectedWe did speak with Mr [redacted] and rescheduled with both him and the contractorApparently 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 slickOur 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 outI 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 isAfter speaking with her for a few minutes, she agreed to give our company one more opportunity to make this situation rightWe have a repair date set up for this Tuesday February 4, We will come out and do our very best to make sure you completely satisfiedAgain we sincerely apologize, and we appreciate you allowing our company to correct our mistake Thank you for your business, Family Moving & Storage, Inc