First National Moving & Storage

this makes no sense The form that is attached IS the claim form How can the claim form not be requested if it was sent to the customer She sent an email stated the form requested receipts I informed her that we did not need receipts to just send the form Her claim IS being expedited but I still need that form back How are we performing bad business practices when we reached out to this customer because of a review that we saw that she needed our help We have done all that we can and now we just are waiting on her and the formThank you for your time and attention to this matter

Grace did reach out to this customer to make sure that they knew that we were here to start a claim We still need the claim form to be mailed back to us and we have no received it That form needs to be received in order for us to process the claim in full Please, send us the claim form and we can get this finalizedthank you

This customer did have a bad experience due to missing items and broken items We do apologize for this and are working very diligently to find the missing items and work with the customer on their claim process We do have a very good claim department and we want to make sure that this is addressed but it does take time The claim process does require us to go through our insurance and their response time holds up our process a bit We are working to resolve this and to find as much stuff as we can of the missing itemsThank you for your time and attention to this matter

This customer takes no responsibility for the issues she had with this move. Yes, they listed a stackable washer and dryer but the customer did not review the inventory list before singing the contract to make sure it was accurate. Also, she was never promised a Flat Rate. This is how our contract reads "IMPORTANT [redacted] PLEASE READ CAREFULLY [redacted] This is a BINDING ESTIMATE BASED ON CUBIC FT. If the loads cubic ft. is higher at the time of pick up than this estimate, the customer shall pay the same rate per cubic ft agreed upon at the time of booking."(OUR LOAD MINIMUM IS 500 CUBIC FT ). It clearly states that if the load cubic ft is higher at this of pick up the customer will pay the same rate per cube. No where does it say flat rate. This customer is stating that she is paying for items to live day to day but she has not once reached out to us to try to resolve and get her delivery. Last we spoke she stated that she will not pay anymore than she was quoted unfortunately we are not able to delivery her for that price. We gave her a discount and again she flat out refused to work with us. The ball is in her court. She can call us anytime and let us know how we can resolve this to get her things to her but she is not occurring storage fees and since her pick up payment was never made, per contract, that is occurring fees as well. These are all things we can work on but she has to reach out to us for that to happen. Going back and fourth here is not really helping us to resolve the issue. We are open to discuss with the customer when she calls. Thank you

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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 I do believe that there is still an error with the calculations, however would like to have the situation solved sooner rather than later.
Regards,
*** ***

Hello, I am unsure if this customer is aware that they are currently in the middle of the claims process with us. We just sent them the claim form for them to fill out and send to us listing all of their issues. They have not even given us any opportunity to work with
them. I feel they should wait to see how we address the situation before taking it further with the Revdex.com. I don't think they are aware of the purpose of the Revdex.com. Please inform the customer to get their claim information to us as soon as possible so we can try to rectify this with out involving a third party mediation. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The customer service of this moving company is unacceptableThey are giving an update since I reported them to the Revdex.com which is what I had been trying to do all alongThey would not give an update until nowMy question is why they would not give me an update and hung up on me several times and now willing to update me since they've been reported
Regards,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I received an email from Grace at First National Moving and Storage minutes after I posted a review on a moving websiteThis email was sent June She asked that I send an email with approx values of lost, damaged and completely ruined itemsShe stated, in that email, that she had forwarded it to the claims department and that it would take a couple of weeks to process through their insuranceShe also stated that she would keep me updated on the progress of my claimI have not received any updates and have no idea what exactly she asked for their claims department to do for meI have sent three or four follow up emails to her requesting an update and description of what their claims department is actually planning on reimbursing me forI asked for a refund of the difference paid and the binding estimateI have not received any further information and don't know exactly what they plan on doing to resolve the situation, therefore, I have no idea if I can accept their resolution or not.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint The response from the business is NOT trueFirst, I would like to say that the calls are recordedI was told the fee was a flat feeI was told this when I booked with the company and on Thursday, April 28, 2016, when I spoke with Mark Brickman again (after they had my things), he admitted that he told me the fee was flatIf able to access the recordings, you will also be made aware that I did not become irateI explained the situation to three different people in an attempt to get this resolvedIt was not until I was told that I would get a call back, and I didn't, and then told that the fee remain astronomical that I became upsetAnd EVEN after that, I did not become irate or angryGrace was talking over me the entire phone call and was not open to a reasonable resolutionAs stated before she provided an example of a patient needing to honor the contract they signed with the healthcare provider and when I said the healthcare provider would not expect the patient to pay for a service that not only changed from what was agreed but increased 300% SHE hung up on meThis can all be heard on the recorded lines.Yes, I paid the depositWhen the amount changed, I told the mover that there was no way I would be able to pay that and that I did not agree with the feeThis is why additional monies were not exchangedHe forced me to sign the new agreement when taking posession of my thingsThey were not at my house for hoursThey were slow and even with the lunch break, they took hoursOf course, I am willing to pay for labor at a rate comparable with national averageMy hope is that they would have honored the agreement and continued the moveIt's certainly not to pay $which I don't have for a move quoted at $My things did not fill the foot truck
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowThe customer service of this moving company is unacceptableThey are giving an update since I reported them to the Revdex.com which is what I had been trying to do all alongThey would not give an update until nowMy question is why they would not give me an update and hung up on me several times and now willing to update me since they've been reported
Regards,*** ***

I was nervous about going with a company that did not come to my home to check out my stuff before they moved me But, I have to say that they did an amazing job The quote was almost accurate ( I missed a few things and had more boxes) but they loaded everything and had it delivered to me in days The crew on both ends were very nice and professional I would recommend them to my family and friends

All calls have been reviewed and at no point did anyone say it is a flat rate. What was said is as long as nothing changes, your price will not change. Those were Marks exact words and things did change there for the price went up. The bottom line is that our contract is very clear Per the contract: "IMPORTANT*** PLEASE READ CAREFULLY***This is a BINDING ESTIMATE BASED ON CUBIC FTIf the loads cubic ftis higher at the time of pick up than this estimate, the customer shall pay the same rate per cubic ft agreed upon at the time of booking." Also per the Bill of Lading which was signed, Section 2: "At pick up 50% of the balance is due in the form of cash, money order, certified check (a fee will be added if pick up payment is not made within days of pick up at a rate of 1% of the balance due, per day late) This issue must be resolved immediately and this will only happen when the customer is willing to accept that her price increase is based on the work load that was increased and the amount of space that was actually taken up. The customer did not read the contract at all. She just signed it with out review. We don't want her belongings because that is causing us more fees because we have them in a space in our warehouse and the customer is NOT paying for us to store it. $2,to be picked up or $4,to have it delivered. Please let us know asap which option you choose. Thank you,

Our claims are to be mailed to the PO Box. We do not have mail delivered to our warehouse because we don't always have someone there. Forms must be mailed to the PO box given to both you and the customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** ---***, Thank you for respondingIn regard to the claim forms, I don’t even know where to send themUpon further inspection, First National Moving and Storage (FNM&S) has different addresses and according to the FMCSA those addresses are post officesFNM&S appears to be a phantom company and I’m really uncomfortable dealing with them in any way shape or form. FNM&S has not responded to any of my concerns other than the responses sent through you/Revdex.comThey have ignored countless emails and phone messages since the beginning of JuneI have asked how to file an official complaint against their so-called moving specialist, Michal ***I have asked how to contact, by phone, mail or email, their corporate officeI have asked how to request reimbursement for the fees over our binding estimate (as you know, this has always been our biggest complaint/concern)I have received absolutely no response to any of these concerns. I am happy to send any and/or all of the documents I have from FNM&SI have a copy of our binding estimate, the interstate bill of lading, a post contract services order form, a packing materials charges and order form and our inventory listThat is all the documentation I ever received from themThe last form of the binding estimate and the bill of lading show what I paidAll but the binding estimate are carbon copies and are hard to readI paid a $deposit with my debit cardWhen they picked up our items, I paid $with a personal checkWhen they delivered our items, I paid $in cash (they required cash for final payment)As you’ll see, our binding estimate was for $and we ended up paying $4631.25. Which of those documents should I send? I can send them after work tomorrow. Thank you for your assistance with this matter. *** ***

We worked very closely with this customer to try to resolve her issue but it was not successful. We informed the customer that if her inventory went up her cost would as well. I am attached the original contract as well as the revised. You can see that , for example, her box count
went from to The customer expects us to move the higher volume at the same cost. This is not how it works. We explain everything in our original contract that was signed by the customer. She also signed and initialed the Revised estimate explaining the breakdown of why it has gone up. The customer claims that she was forced to sign. We are not in that type of business. We have been around for many years and we do not force our customers to do anything. Once the move was compete the customer stated that she wanted to pick it up herself and pay nothing more on the move. Our contract states that half the move must be paid at pick up and the customer did not pay anything at pick up. To date the customer has paid $500. We loaded over items and had to pack a lot of things as well. Now the customers wants us to let her take her things and not pay for over hours of labor or materials?? We gave the customer two options with discounts. For customer to claim that we yelled at her and did not help her is ridiculous. She was very upset and irate and not willing to listen or work with us in any wayTo date she has not called us to let us know what she expects from us. I was not able to attach everything so I am attaching the bottom of the contract to show she signed it as well as the inventory and bill of lading. I also have the Revised estimate that shows the changes and that she approved them. I will try to send them after I send this by reopening the link. Thank you for your help

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.We have called repeatedly to get informationCompany said they found our things and would be mailing them to usWe received two small boxes of items from them that contained almost empty bottles or items that were not oursThere were 4-large boxes of items missing, including bottles of wine, expensive bourbons and various other alcohol itemsExpensive olive oils and specialty vinegars were in one boxA gray equipment dolley is missing as well.The company does not communicate with us, unless we call themWe sent the company form to report damaged and missing items before May 15th and we have not gotten any resolution to our missing or damaged itemsIt has been days.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I have contacted first national numerous times since filing this complaint with absolutely no response or follow up from themI have even reported to them that I received someone else's box and was told that they would have fed ex come and pick up the box and to date it still hasn't been picked upIn the same manner that they show disinterest and no sense of urgency to deliver this persons belongings to them they are showing me the same disinterest in resolving my issueNo calls no returned phone callsI've asked them several times the boxes that are missing how do I put a price value on it when I can't tell by heir inventory what could have been in them so how do I know how much to value those lost items at? No response
Regards,
*** ***

We have received your claim regarding the above referenced moveAfter evaluating the facts and circumstances involved in the moving services rendered to determine whether the moving company is responsible for the damages.We regret to inform responsible for any that at thls time there of the listed
issues in is not enough to determine that the company is at fault or responsible for any of the listed issues in this claims How to dispute this determination?If you believe that this determination in not collect, you have the right to appeal the decision by filing a grievance with out claims departmentSubmit a copy of your denial notice and a belief explanation of your situation with any other relevant information to the address.*** ***FIRST NATIONAL MOVING & STORAGE NORTHLAND BLVD UNIT 1808Cincinnati, OH

We apologize for the delayWe had a breakdown of two of our main trucks that do our deliveries to the *** are. All of our *** shipments are being loaded this weekend and deliveries will start on Thursday and carry thru to Sunday of the upcoming week. We will be calling our
*** customers on Monday the 11th to give them all updates.Again we do apologize for the delay and any inconvenience this may have caused you

The order has been receivedThank you