Fidelity Moving & Storage

Complaint[redacted] had 3 heart surgeries.Both of us are disabled. Made promies. Refused hookup washer/dryer ect.Over charged on guaranteed price.We explained health issues and they agreed to unhook & hookup appliances,take down beds and put them back up ect. We were given an estimate and he promised [redacted] always under estimated, Also promised that the truck would be weighed and we would know the weight immediately after truck left our house.Contaced us when they arrived in Florida and price and lbs had gone up almost $600. We ask for the " guaranteed not to exceed". [redacted] refused saying [redacted] was always quoted high.At destination they would not unload until we gave them check for higher amount. Every box and piece of furniture arrived damaged or they broke it on the way end.One worker kicked a box and knocked over table and broke.The tool box was emptied and they had assured us the truck would be locked. I have had numerous military moves with [redacted] and no problems. The [redacted] office in New Bern NC is misrepresenting what they will do and overcharging without any proof of actual lbs. At destination they would not connect anything. We had no furniture in living rm, dining rm and master bedroom and we ask that the boxes be lined on the walls. They filled up the kitchen so we could not reach sink, stove or fridge. I would not trust anyone at the New Bern NC location from Manager [redacted], Sales [redacted] and driver [redacted].Desired SettlementSee belowBusiness Response The customer was told during estimate that we would take apart and reassemble all furniture that needed to come apart. This was done by the crew at origin and destination. We are not allowed to hook up or re hook any appliances due to possible water leakage. This has been policy nationwide for many years now and was never promised. The weight estimate for the move was 8500 lbs and actually weighed 9100 which was weighed on a certified scale and the customer was given a copy. The cost estimate increased by $450.98 form the original estimate of $4711.75. This was due to the extra 600 lbs and additional packing that was supposed to be done by customer but had to be done by the crew on moving day. Also, [redacted] has been a driver here for almost twelve years and consistently does an outstanding job for our customers as evidenced by feedback from his moves. It is hard for me to believe that every piece of furniture and every box was damaged. However, I did send a claim form to the customer and have been waiting for it to be returned for two weeks now. At destination everything was placed where the customer indicated it was to go. We pride ourselves on our customer satisfaction and never promised anything that was not performed. I will be happy to provide another copy of the weight ticket, estimate or anything else that is requested.