First National Moving & Storage

I would highly recommend this company if you want your belongings delivered to you damaged and broken! I was shocked when I saw the number items that were brokenNone could be repairedThey broke of my kitchen chairs, and several other pieces of furniture that they packedIn addition I lost a number of glasses, bowls, and dishes, which were packed in bubble wrapMy boxes, which were clearly marked which end was up, were thrown in my garage on their sides and upside downMy HP laserjet printer was stacked on its side, breaking itThey left boxes and packing material on my front lawn after they leftI had to clean that upThe movers wanted to leave before they were finished putting my bedroom set, bench, and table back togetherTheir only concern was getting paid an extra "bucks" (with hand held out waiting for the money)Save yourself a major headache by steering clear of First National Moving & Storage and finding a reputable company

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,
*** *** ---
Good Afternoon ***, I finally heard from the company Tuesday 08/09/to which they had asked if I can take possession of my belongings I advised I could however that I was disputing the overage charges and would only pay the original amount that I agreed upon and that I had been calling and every time I did get to speak with someone I was advised I would be called back that day (and never have had a call back) the guy advised that the person I spoke with was “in a meeting” and would call me back when she was done with her meeting...(and) They said ok they would set my delivery to be made On Friday 8/12/The driver of the truck (or so he claimed to be) advised he’d be delivering “tomorrow or the next week” he didn’t speak English well so I am assuming he meant Saturday or Sunday He advised that I had to pay $approx I advised I was only paying the amount I had advised the guy on Tuesday and not a penny more since I still had not heard back about my dispute The “driver” said ok and that he was just a contractor Later that day the “driver” again called after close of business hours and asked what time Saturday 8/I would be available for my items to be deliveredI advised any time after 1030am He said ok On Saturday he called and advised that he would be here around 2pm and that I had to pay the $ cash I advised I would not pay that and I already told him thatat this point he began yelling and cursing at me advising that he would not be delivering my things without that amount (he was so loud my daughter across my living room became upset and started crying) so I advised the “driver” I would not allow him to harass and argue with me any longer and hung up on him Then at 11:am Alex L*** from FNM called me and said they would take $off and the remaining balance would be due in cashI advised I didn’t agree with this since they took my roommates belongings as well and that they didn’t not properly pack my items nor could they prove the cubic footage they were claiming He became very rude and I advised I wanted his name and to speak with his supervisorhe advised they couldn’t be transferred to after a very rude conversation and that the person would call me back I asked for a name he refusedat 11:A Maria S*** contacted me advising the same thing that Alex did about the amountI again advised I wouldn’t be paying the amount they wanted because they refused to provide proof of the cubic sqfootage, took my roommates belongings and refused to respond to my contacting them She called me back at 12:advising the owners said was all they could deduct and that was it I asked her why they had set to deliver my belongings if they would refuse to deliver when I had been up front with the about what I was willing to payShe said she asked the owners this and then avoided answering what they saidwhen I began asking her why they wouldn’t contact me, that they took my roommates belongings, refused to respond, folded our mattresses in half and taped them shut when my memory foam mattress was not even days old, etcshe said she’d call me back againbut that if I didn’t come up with the that they would refuse to deliver my items, charge me additional 300/mo and a redeliver fee because I was disputing the additional charges I told her I felt like they were harassing me and I didn’t appreciate any part of this entire experience and if they put my belongings in storage I wouldn’t pay them a dime and would seek legal counsel She again called me back stating she had spoken with the owners and that my lawyer could contact them so they could be routed to their legal team and then she hung up on me I have not at this point received my belongings nor have I received further communications with them I had to spend the money that I had saved to pay them on school clothes and such for my daughter since they are holding them hostage (she can’t go to school in tank tops and shorts and we only each have pairs of clothes and one pair of shoes now..) so now I am left without those monies and without my house hold items, no beds for my daughter or I it’s very disheartening This is such bad business and I feel that they are purposefully requesting cash so that their customers are unable to dispute their case with their card companies since they have more money for legal pursuit than regular families and they are able to fraud customers and possibly even the *** This entire experience has been a nightmare and I am feeling like my belongings were just stolen since I wasn’t able to be bullied into paying the ridiculous overages they were trying to charge me Also, upon researching it seems that several other customers have had the same issues with these crooks as I have This should be illegal and it’s just upsetting that they are keeping my daughters bed and her clothes and stuffed animals her biological veteran father had bought for her which meant the world to her it’s frustrating and disgusting that this is being allowed to happen to honest people just trying to move their homes. *** ***

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 insurance they have does not and will not pay enough to even cover item that has been brokenI do not think that they will pay me back the amount that I have claimed forInfant even as we speak there are more things that I could have claimed for which would further bump up the claimI just need my money back
Regards,
*** ***

We have not received this claim form as of this date. Once we receive the claim form we will process it for this customer. It takes 60-days for a claim to be processed. We are here for the customer if they have any questions they are free to call us. They have spoken to several of our reps several times. Even this week we have spoke to this customer so for them to say we don't communicate is false. We have not yet located the owner of the box that they have. This is why the box still remains there. Please get the forms to us so we can process the clam.Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 information. Company said they found our things and would be mailing them to us. We received two small boxes of items from them that contained almost empty bottles or items that were not ours. There were 4-5 large boxes of items missing, including 14 bottles of wine, expensive bourbons and various other alcohol items. Expensive olive oils and specialty vinegars were in one box. A gray equipment dolley is missing as well.
The company does not communicate with us, unless we call them. We 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 items. It has been 60 days.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
---
[redacted], Thank you for responding. In regard to the claim forms, I don’t even know where to send them. Upon further inspection, First National Moving and Storage (FNM&S) has 3 different addresses and according to the FMCSA those addresses are post offices. FNM&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.com. They have ignored countless emails and phone messages since the beginning of June. I have asked how to file an official complaint against their so-called moving specialist, Michal [redacted]. I have asked how to contact, by phone, mail or email, their corporate office. I 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&S. I 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 list. That is all the documentation I ever received from them. The last form of the binding estimate and the bill of lading show what I paid. All but the binding estimate are carbon copies and are hard to read. I paid a $500 deposit with my debit card. When they picked up our items, I paid $2175.62 with a personal check. When they delivered our items, I paid $1955.63 in cash (they required cash for final payment). As you’ll see, our binding estimate was for $1995.50 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. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The company's claim that a claim form was requested or required is false. This further proves their unethical business practices and poor customer service. The attached documents are the emails between Grace and I regarding my claim. They show that a claim form was never requested or required. I feel that they are stalling and looking for a way out of having to do right by me. I sent multiple follow up emails to Grace over the past weeks asking for updates on my claim and received no response. As you will see, in the  emails, she told me on June 23rd that she had forwarded my email/claim, that it would take a couple of weeks and that they would keep me updated. She may have forwarded the email but the other two things certainly did not happen. I have copies of the unanswered follow up emails I sent, should you need to see those. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 website. This email was sent June 23. She asked that I send an email with approx values of lost, damaged and completely ruined items. She 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 insurance. She also stated that she would keep me updated on the progress of my claim. I have not received any updates and have no idea what exactly she asked for their claims department to do for me. I 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 for. I asked for a refund of the difference paid and the binding estimate. I 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,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.It is not possible for us to fill out the claim form in accordance with its clearly stated and underlined requirements!! That is why we made multiple attempts to reach you by phone or email for 2 days prior to filing any complaints. It is utterly absurd that you feel you have done everything possible to help us when you never responded to any of our phone calls or emails. It is interesting that within minutes of a bad review being posted you suddenly found he time to send an email. In that email, you never requested the claim form and then you said the claim (my email with estimated costs that you did request) was sent a d expedited AND that it would take a couple of weeks AND that you would keep us updated. It has been well over two weeks and despite, multiple more attempts to receive some correspondence from your company, we have received no response other than through the Revdex.com. It is not our fault that the claim form wasn't requested in one of the two emails you did send regarding  this ssue. 
Your claim form clearly states that if any of the required documents are missing or if each form isn't notarized etc. the claim will not be accepted. It is not possible for us to fill out the form to your ridiculous specifications. It is my opinion that you do  this on purpose so you don't have to make things right with your customers when their belongings are damaged and/or destroyed. We should not have to wait any longer for the reimbursement that we are clearly owed because you failed to communicate properly with us and refuse to accept responsibility for your poor business practices and non existent customer service. 
Y
Regards,
[redacted]

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 form.Thank you for your time and attention to this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  
Let me reiterate that the rate quoted to me was a flat rate. Mark did NOT mention the rate would be changing or I would have used one of the other reputable moving companies that I have used for previous moves. Even if there were not extra boxes, the cubic feet was going to be greater based on the GROSS UNDERESTIMATION of cubic feet by the rep putting in smaller items instead of the items that I own (for example putting in a stackable washer/dryer combo instead of the large front loaders that I told him I had). If what First National bases their quotes on is cubic feet, it's imperative that every item is represented correctly for a real life estimate. I'm sure they know this and that's why things weren't entered correctly. If my things were entered and the rate was calculated to $3000 I would have said NO and chose another company. I told him about the items in my house and did not misrepresent my things in any way. When I was told to take things out of dressers and put them in boxes, I complied, which of course increased the box count.  Most of the boxes were small boxes and medium sized boxes, so the count is somewhat exaggerated. Nevertheless, with my estimate being based on a household full of things, including 50 boxes, and with the box count increasing to 100+ small/medium boxes with the other things remaining the same, that still does not justify a $5000/$3000 increase in the move. My things have been in their facility for WEEKS. I've had to buy things that I already own to continue living my life. It has become extremely costly rebuying clothes, shoes, linen, appliances, toiletries, etc, for 3 people, while my things remain with the company.     
Regards,
[redacted]

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 finalized. thank you

[redacted]WARNING DONT USE THERE SERVICE[redacted]
I hired this company to transfer my 2 bedroom belonging from [redacted] IA to [redacted] NJ.
WORST EXPERINCE EVER---- I really think why I hired them.
This company is a fluke from the very beginning. The sales guy Jim called to book the assignment. Called multiple times to get the contract final, once signed and advance paid I could never reach back.
He claimed they have their own trucks and crew members which is false, they just have a few sales and 2 customer service folks.
The pick was ok done by a local IA person but I had a disaster at delivery.
One Russian guys Alexandra the driver claims he don’t know the company and is just there to deliver the good.
1. He forced us to take delivery of the good before the available date. Our first available date was Aug 20th we had to take it before as he said on Aug 20th midnight is when he can legally delivery. He literally meant to delivery outside my address at 12 mid night, irrespective of my availability.
2. Charged for a shuttle where in the big truck could easily come. Cost increased by $700.
3. Measured the few layer steps inside the house for each room and added charge.
4. Measured long distance incorrectly and inflated the cost. In total asked me to pay additional USD1000 at delivery.
5. Pushed the furniture roughly leaving torn, scratched and broken pieces of furniture.
6. Mishandling of boxes resulted in broken glass ware and other delicate items.
7. Left the house in mess and throwing the packing material on the street.
8. Did not brought the tool kit so could re-assemble the furniture. Promised to come back the next day, but no one showed up or returned my calls.
9. The mattress was all with torn packaging filled with dust and marks all over.
10. On king size euro top mattress was exchanged with some old queen mattress.
No one is ready to take the complaint. I don’t know, will I get my mattress back or not and what should I do with the one I received.
The summary is they left me in my house in a messy condition, stuff lying everywhere, with broken and torn furniture, unassembled furniture and misplaced belonging with empty pockets.
I would not expect this kind of service after paying USD 3850 where original estimate was around USD 2200.
Now even the customer service is not responding to my calls, no reply on emails. Whenever I call it goes to voice mail and same used to happen with the sales guys after signing the contract.
Don’t trust this company with your belongings. They ruined my excitement of moving to a new house.
[redacted]

We sent a claim form to the company the week of May 15th. They are claiming they never received it. Another claim list for lost and broken items sent 7/15/16 via certified letter. Numerous phone calls made to company in attempt to resolve matter. The company representatives will not return calls or e-mails. They claimed they found our items and last week, sent two small boxes of items. Almost empty bottles, items that were not ours and only a small  fraction of the items we reported missing. Not a satisfactory resolution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted] ---Good Afternoon [redacted], I finally heard from the company Tuesday 08/09/2016 to which they had asked if I can take possession of my belongings.  I advised I could however that I was disputing the overage charges and would only pay the original amount that I agreed upon and that I had been calling and every time I did get to speak with someone I was advised I would be called back that day (and never have had a call back)  the guy advised that the person I spoke with was “in a meeting” and would call me back when she was done with her meeting...(and)  They said ok they would set my delivery to be made.  On Friday 8/12/16 The driver of the truck (or so he claimed to be) advised he’d be delivering “tomorrow or the next week” he didn’t speak English well so I am assuming he meant Saturday or Sunday.  He advised that I had to pay $2400.00 approx.  I advised I was only paying the amount I had advised the guy on Tuesday and not a penny more since I still had not heard back about my dispute.  The “driver” said ok and that he was just a contractor.  Later that day the “driver” again called after close of business hours and asked what time Saturday 8/13 I would be available for my items to be delivered. I advised any time after 1030am.  He said ok.  On Saturday he called and advised that he would be here around 2pm and that I had to pay the $2400  cash I advised I would not pay that and I already told him that.. at this point he began yelling and cursing at me advising that he would not be delivering my things without that amount (he was so loud my daughter across my living room became upset and started crying) so I advised the “driver” I would not allow him to harass and argue with me any longer and hung up on him.  Then at 11:01 am Alex L[redacted] from FNM called me and said they would take $375.00 off and the remaining balance would be due in cash.. I advised I didn’t agree with this since they took my roommates belongings as well and that they didn’t not properly pack my items nor could they prove the cubic footage they were claiming.  He became very rude and I advised I wanted his name and to speak with his supervisor.. he advised they couldn’t be transferred to after a very rude conversation and that the person would call me back I asked for a name he refused.. at 11:35 A Maria S[redacted] contacted me advising the same thing that Alex did about the amount.. I again advised I wouldn’t be paying the amount they wanted because they refused to provide proof of the cubic sq. footage, took my roommates belongings and refused to respond to my contacting them.  She called me back at 12:23 advising the owners said 375 was all they could deduct and that was it.  I asked her why they had set to deliver my belongings if they would refuse to deliver when I had been up front with the about what I was willing to pay.. She said she asked the owners this and then avoided answering what they said.. when I began asking her why they wouldn’t contact me, that they took my roommates belongings, refused to respond, folded our mattresses in half and taped them shut when my memory foam mattress was not even 60 days old, etc.. she said she’d call me back again.. but that if I didn’t come up with the 2400.00 that they would refuse to deliver my items, charge me additional 300/mo and a redeliver fee because I was disputing the 3 additional charges.  I told her I felt like they were harassing me and I didn’t appreciate any part of this entire experience and if they put my belongings in storage I wouldn’t pay them a dime and would seek legal counsel.  She again called me back stating she had spoken with the owners and that my lawyer could contact them so they could be routed to their legal team and then she hung up on me.  I have not at this point received my belongings nor have I received further communications with them.  I had to spend the money that I had saved to pay them on school clothes and such for my daughter since they are holding them hostage (she can’t go to school in tank tops and shorts and we only each have 6 pairs of clothes and one pair of shoes now..) so now I am left without those monies and without my house hold items, no beds for my daughter or I it’s very disheartening.     This is such bad business and I feel that they are purposefully requesting cash so that their customers are unable to dispute their case with their card companies since they have more money for legal pursuit than regular families and they are able to fraud customers and possibly even the [redacted].  This entire experience has been a nightmare and I am feeling like my belongings were just stolen since I wasn’t able to be bullied into paying the ridiculous overages they were trying to charge me.  Also, upon researching it seems that several other customers have had the same issues with these crooks as I have.  This should be illegal and it’s just upsetting that they are keeping my daughters bed and her clothes and stuffed animals her biological veteran father had bought for her which meant the world to her it’s frustrating and disgusting that this is being allowed to happen to honest people just trying to move their homes.  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  
The response from the business is NOT true. First, I would like to say that the calls are recorded. I was told the fee was a flat fee. I 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 flat. If able to access the recordings, you will also be made aware that I did not become irate. I explained the situation to three different people in an attempt to get this resolved. It 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 upset. And EVEN after that, I did not become irate or angry. Grace was talking over me the entire phone call and was not open to a reasonable resolution. As 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 me. This can all be heard on the recorded lines.
Yes, I paid the deposit. When 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 fee. This is why additional monies were not exchanged. He forced me to sign the new agreement when taking posession of my things. They were not at my house for 12 hours. They were slow and even with the lunch break, they took 10 hours. Of course, I am willing to pay for labor at a rate comparable with national average. My hope is that they would have honored the agreement and continued the move. It's certainly not to pay $5000 which I don't have for a move quoted at $2000. My things did not fill the 26 foot truck.
Regards,
[redacted]

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[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."
 
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 10 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.  $2,000 to be picked up or $4,500 to have it delivered.  Please let us know asap which option you choose.
 
Thank you,

we apologize for the issues that this customer has faced during their move process.  We did receive the images and videos that this customer sent us.  Though the driver gave wrong information, this was a new truck for this driver and the lines were not equal to 100 cubic feet, we still...

want to make this right for the customer.  We are willing to offer the customer $400 to rectify the situation.  We hope that the customer will accept this from us and again we do apologize for all that occurred.
Thank you for your time and attention to this matter.

We worked with this customer on a few issues that she had.  We have a discount for packing as well as an additional discount.  We send the claim for to deal with the issues that were not addressed prior to delivery.  The customer sent as email letting us know that she does not have...

receipts.  We informed the customer that this is ok.  We are aware that some items will be passed down, antiques, gifts and the customer needs to fill out to the best of her ability and get things back to us.  We have a very good claims process and the customer just needs to give us the opportunity to compete this process for them prior to filing a complaint. Thank you for your time and understanding in 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 finalized.
thank you