First National Moving & Storage

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

We have a very good claim process in our company because we are a moving company and things happen.  We have not received the claim forms from this customer yet.  He does have 9 months to get those forms back to us and once we receive the claim will take 60-90 days for us to complete the process.  Please send the forms to us at your earliest convenience.  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.  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]

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

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 [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]I have attached the letter from First National Moving & Storage.I (we) definitely will REJECT this as we had a horrendous ordeal with this company, and many family treasures and important items were broken in transportation by this company. We have incurred having to replace items at our cost and we don't feel it is appropriate.Thanks,[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.

I would not advise anyone to use First National. I was given a quote over the phone after giving them a complete list of all my items they quoted me 1000 dollars less then [redacted] who came and did a walk through estimate..... but in the end charged the same 1000 dollars more but showed but on a Friday night at 6:30pm to pack me lasting to almost 11pm....they had promised a noon pick up arriving at 6:30pm .... They sent a too small truck as well, and had to come back the next day for the rest and were over and hour late again getting there for that pick up as well.....Then on delivery they said Tuesday and came Friday night at 6;30 pm again this time in a huge hurry to get my things off the truck and drive home in the process breaking the glass on some of my art work and scratching the print ruining it ....scratching my wooden floors not being careful in placing furniture and lamp was scratched and another piece of art work had damage to the frame as well....I have tried to contact them for damages they will not answer to my call or return messages....My advise use [redacted] or [redacted] or one of the trusted old names in moving they back you if you have damage and are upfront in pricing and on time...all of which first national is not!!!

I used First national movers to move from MA to PA. I had to call dispatch several times so they can confirm the pick up date. The pickup was on schedule finally. For the delivery, again I had to call them several times to confirm delivery. I was told my stuff will be delivered today, no one called to inform me of the delay. Multiple calls and email later dispatch calls me and tells me the shipment is delayed because of high volume. They are very unprofessional. The sales rep will lie to you and say there is ample time for the shipment to be delivered on time and delay the shipment once you have paid them.
I believe the good reviews here are fake as well
FYI - Dispatch and customer support are very rude and unprofessional.

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

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.

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.]
I have contacted first national numerous times since filing this complaint with absolutely no response or follow up from them. I 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 up. In 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 issue. No calls no returned phone calls. I'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,
[redacted]

I believe this is the one that was closed.  We do have a claim with this customer and are working on getting it resolved.  The process normally takes about 60 days, but we are working to expedite it for him.  We are aware of the items missing and damaged and we are...

working on finding the missing boxes.If the customer is not satisfied with the outcome of the claim we will proceed with arbitration.  Our goal is to make the customer satisfied. 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.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]

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

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] ---Hello,I am emailing to see about what the next steps are for my settlement with First National Moving and Storage.  I accepted a settlement with them for $400.00 and was wondering when and how that is supposed to be obtained? I have not received anything or heard anything from them after accepting the resolution. The complaint ID was [redacted]Thank you,[redacted]8/12/16 MESSAGE FROM Revdex.com MRC [redacted]: Please provide the consumer with a status of the refund. Has it been processed? If so, when? If not, when can the consumer anticipate processing of the refund?  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.
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]

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

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 60-90 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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
---
Hello,I am emailing to see about what the next steps are for my settlement with First National Moving and Storage.  I accepted a settlement with them for $400.00 and was wondering when and how that is supposed to be obtained? I have not received anything or heard anything from them after accepting the resolution. The complaint ID was [redacted]Thank you,[redacted]
8/12/16 MESSAGE FROM Revdex.com MRC [redacted]: Please provide the consumer with a status of the refund. Has it been processed? If so, when? If not, when can the consumer anticipate processing of the refund?  Thank you.