Full House Movers

Good morning,
we are greatly sorry for all the difficulties we have had with your move
we have defiantly dropped the ball, and apolagize for falling short! I do show the truck that picked you up had a MAJOR engine haul needed and is actually still in the shop up to dateWhile we
understand that is not your concern, we have discounted for our delay- as well as reffered you to our claim department in order to process a claim for the lost railWe have no idea how this happened, as a golden iron rail is something that really stands outI assure you we have called ALL clients and are still looking, in the meanwhile oyu do have the claim info, please let me know if there is anything else I can helpout with

Complaint: ***I am rejecting this response because:
I write to follow up with my previous complaint ID#***After I filed the complaint against Full House Movers on 10/7/Many thanks to Revdex.comThe response to the complaint was that my items was en route to my locationI called Full House Movers on 10/7/to asked for the estimated arrival date and driver's contact informationThe lady at Full House, Amanda, told me that she didn't have that information and all she knew was that the items were en routeShe said that she would find out and get back to meSure enough - she never contacted me backI called Full House Movers again on Monday 10/10/and Amanda told me that the items would be delivered either in the weekend of 10/15-or day after, and the driver would call me a day beforeI kept asking for the driver's contact information as this is a standard practice to communicate with the driver to get a better estimation on the delivery dateShe refused to give me such informationThe next morning, 10/11/at 8.30am, the driver called me and told me that he would arrive at my apartment in mins! and I should have cash ready for deliveryI had to cancel all my work meetings to make myself available for the delivery and I had to run to the bank to get cashI was waiting and sure enough, Full House Movers gave the driver an incomplete delivery addressI had to wait for mins to resolve the location issue with the driverUpon delivery, there were missing screws for my desk and the driver refused to put back together my desk set because Full House Movers didn't provide screws that came with my desk when they took the set apartPlastic caps for my Bowflex machine were missingThere were damages to some of my items and they had to yet to resolve the issues of scratches/dents in my ceiling when they picked up my itemsVery very poor serviceI can complain and give more details of how horrible Full House Movers is
They have to credit/pay me back for (1) damage on my ceiling at my house in WA when they picked up my items, (2) missing screws and labor cost that I had to hire someone to put back together my desk set, (3) part for my Bowflex plastic cap, (4) damage to my waterfall piece, and (5) broken printer
Sincerely,*** ***

On 7/5/the customer was referred to us from *** *** Tire. He smelled fuel and wanted his wiper blades installed. The vehicle was brought around and into our shop. We checked for a fuel leak and found the vapor canister had fuel in it from being over filled the last time he
got gas. The tech installed the wiper blades. At this time there was no charge for what we did and the vehicle was never off the ground. When the tech went to drive the vehicle out of the shop he pressed the brake pedal to engage reverse and when he went to put the brake on to slowly back out it would no stop as the brake pedal went to the floor. At this point he tried to put it in neutral but it went into drive and slowly into the vehicle on the hoist. At this time with no brakes the tech could not stop the vehicle. There was no damage to the vehicle on the hoist but the plastic grill of the van was pressed in. Both parties were made aware of the accident. At this time the vehicle was put on a lift to check out as to why the brakes failed. The tech found the right front brake line going to the caliper had rusted thru and broken. The customer was shown this rusted line and gave us permission to fix the line. We ordered new line and installed the line and compression fitting. When we went to bleed the system the line going to the rear brakes broke also due to rust. We then ordered and replaced the rear line and installed a compression fitting. The system was then bleed and no more leaks were found. We informed the customer that the underside of the vehicle was badly rusted and all of the lines should be replace at some time. We do not feel we should give him money back as there was no unnecessary work done and he was only charged for work he needed and okayed to drive his vehicle. We still have the rusted lines that were replaced if he or anyone would like to see them

Sent: Friday, July 22, 4:PM Subject: Revdex.com Case #*** $TC Cleaners & Alterations Dear Revdex.com Agent: My name is Hiep C** and I am the manager at $TC Cleaners & AlterationsI am writing this letter to address the complaints of our former customer, Ms
*** ***Ms *** brought in our Cleaners pcs suit to be cleanedHowever, after picking her items home, Ms*** called us back to complaints that her lining jacket was missing the lining inside and demanded us to pay $for the whole suitSince this is the claim that made against us, we did ask Ms*** to bring back in those items as staged as damagedMs*** did not make any efforts to come in and just insisted to solve it over the phone. We did try to explain to her that those lining material jacket will not have any lining layer insideWe also encouraged to check online or even go to the store to check the same suitHowever, Ms*** still insisted that we had damaged her items which is totally untrueIn conclusion, We have been in this business for over years and we will recognize all items that had been damaged or notI will be contacted at my cell phone: ***, if one should have any questions about this matter Sincerely yours, Hiep C** TC Cleaners Manager

***,
We are sorry for everything that went wrong with your moveWe were willing to compensate you for the full amount you requested based on the agreement that this makes you wholebased on a regular claim settlement, you would have to sign a satisfactory settlement agreementIf a reimbursement in the full amount you have requested does not make you satisfied, we would have to have you move forward with the formal claim process and reach resolution with them
I have re forwarded you the claim info, please feel free to contact them and move forward with the processfeel free to communicate with me directly if there is anything additional I can help with

Initial Business Response /* (1000, 5, 2015/09/16) */
We installed a factory remanufactured transmission that had been tested and proven for performanceWhen the vehicle was brought back to us after the problem occurred, we checked the vehicle and found the transmission quarts low of fluidWe
added the quarts of fluid to the recommended manufacture fill levelAt that point we test drove the vehicle and the transmission worked fineWhat we did find is a leak in the transmission cooler lines, in an area that was untouched by us at the time of the initial repairIt is very obvious where the leak is, as there is fluid everywhereIn the initial repair of the vehicle we did replace the rear main seal and changed the oilOur conclusion is that the transmission line leak caused the random shifting and the spike in RPM's due to insufficient transmission fluid level to operate properlyOur assessment is that the engine damages are a direct result of the leaking transmission lines and low fluid levelAs for the extent of engine damage "cracking two cylinders" we have not validated the extent of engine damage, as the customer declined further repair and requested a quote on a used engine replacementWe located a used engine and provided a quote, to the customer, of $3,for the replacement amountThe customer declined engine replacement and we have been storing the vehicle ever sinceAdditionally, we have been actively seeking other clients that might possibly need the same transmission that is in the customers vehicle in an attempt to help them recover some of their initial costTo this point we have not found a client in need of the same transmissionIt is very unfortunate that this has happened to the customer, but we feel we have done everything for them to this pointWe would like to find a resolve to this issue so that we may retain our good name along with regaining our storage space the vehicle is currently occupying
Initial Consumer Rebuttal /* (3000, 7, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were told that the cylinders were cracked and the engine would have to be replaced by the shopThey have not given us any other options for repair and expect us to pay them another $for itThey also told us that the transmission could not be tested since the truck is not drive-able in it's current conditionAnd why were all the lines for the transmission fluid not checked when they installed the new transmission? As for the main seal, one of the mechanics told us it looked like it hadn't been doneBottom line is we asked for our money back since it was the transmission that caused the issue
Final Business Response /* (4000, 9, 2015/10/01) */
As stated in our previous reply, the transmission was quarts low on fluid when it arrived at our shop on July 15thWe added quarts of fluid to the manufacture fill level then test drove the vehicle for a short distance and the transmission worked fineWhat we did find was a leaking transmission cooler line, see attached picturesPrior to installing the transmission we flushed the cooler lines, this procedure is done at the opposite end of where the leak is and there was no leak at that timeWith the transmission starving for fluid, as a result of being quarts low, the symptoms the customer experienced would be the result of low fluid level caused by the leaking lineNote: The customer drove almost miles during a two and a half week period without complaintAs the vehicle sits here today the transmission fluid has a good pink color and no burnt odor
As for the extent of engine damage "cracking two cylinders" we have not validated the extent of engine damage, as the customer declined further repair and requested a quote on a used engine replacementThe customer is welcome to get a quote from another repair facility for the engine repair
The main seal and oil pan gasket were replaced at the same time the transmission was replacedPlease see attached copies of the invoices for the parts that were purchased and installed
We would like to find a resolve to this issue so we can retain our good name and regain the space this vehicle has been occupying since July 15th
As it relates to the sludge in the engine: the sludge in the engine has many variables, the engine has over 295,miles on it and owners over its live span - it is hard to say what the maintenance records are like given the many times it has changed ownership and could very well be a combination of poor maintenance over the years and the breakdown of bearing particulate from the current engine failure
In conclusion: The transmission is not the cause of the problem, the leaking transmission cooler line is the root cause of the failureThe transmission cooler line is not part of any repair we did as it is in an area that was untouched by us
Final Consumer Response /* (4200, 11, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The miles we drove was in one trip and was acting up the entire timeImproper shifting of the transmission caused my engine to red lineAnd again, we were told by their own mechanics that the work we were charged for didn't get done with regards to the oil pan and rear sealThey were the ones who told us the damage to the engine was not repairable, if they have not fully investigated the problem then why would they tell us thisAnd no I didn't authorize further repair to the vehicle because I'm not going to pay him another $for this, the truck is not worth that muchThe space the truck is taking up at his shop was offered until he could find a solution which hasn't happened

Dear ***,
I apologize and had you confused for another client with a similar name, I assure you Amanda responds much quicker to her phone/ emailI do show we emailed you the claim form a couple weeks ago but will make sure Amanda re sends it
you will get a discount for us being beyond business days as well as for the missing item
I apologize again for the inconvenience

Complaint: [redacted]
I am rejecting this response because:From: [redacted] [mailto:[redacted]@aol.com] Sent: Tuesday, April 25, 2017 7:54 PM To: Complaints <[email protected]> Subject: Re: You have a new message from the Revdex.com  My things were finally delivered, missing a box, with broken dishes and glasses where boxes were clearly marked fragile. My bicycle was damaged and my things were apparently thrown all over the place by the appearance of my items.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Yes, you were aware as I contacted the moving company and spoke with customer service. Also, due to the weather and it being nighttime when the truck showed up with my belongings and I had to transfer them into a U-Haul, I noticed on the truck that my items started at 2100 sq. cubic ft. and were complete by the 1600 sq. cubic ft. mark. That places my items at less than 500 sq. cubic feet and not the 550 on my contract. Also, I had to help the driver who was by himself move my belongings as he didn't have anyone with him and he said the guys that were supposed to meet him couldn't due to the weather. Your company stated that you were a local moving company and that every driver, mover, etc. had passed background checks and physicals. How is that the case if you're hiring movers in Tennessee (I'm assuming of craigslist). Also, the semi trailer was from Nevada and the semi-truck California, and the driver Texas. Once again how does that make you a local moving company. The driver stated that you were a network like Mayflower? Which one is it? Because if you are, that is false advertising. Lastly, I sent you per what our contract says about 30.00 per day after the 21 day guarantee, and the last date of delivery, as well as the miscalculation of the cubic feet and cost. This is on top of the ignoring my calls, emails, etc. I'm really interested to see what your claims department looks. like.
Sincerely,
[redacted]

Dear Revdex.com, i am very sorry, for some reason we have not received this notice and therefore the lengthy response time. We have completed the delivery for this job and it did take a few days longer then our guaranteed 21 business days. we are very sorry for that and have already refunded the per...

diam based on our contract and federal regulations.

Complaint: [redacted]
I am rejecting this response because: The owner of the company has called me, however I have yet to receive my stuff, and everything...

has yet to be completely closed. Once I receive my stuff and make sure there is no more added surprises, I will then accept thier response.The owner communication has gotten better. I have a set of dates. But they have yet to give me confirmation on an exact delivery date.Waiting for complete closure before I close this out.
Sincerely,
[redacted]

To whom it may concern,The client contacted us notifying he would like to cancel his long distance contract and be delivered back locally, we have readjusted the balance with no additional cancellation fees and explained the delivery procedure. "we will need an address and first available date for...

delivery in order to place items in dispatch for redelivery" The client came up with unreasonable delivery procedures (such as contacting at 3 pm asking for a delivery by 7 pm). we have gone back and forth with the client for over 20 emails and several conversations with our dispatch accounting warehousing sales and management offices all cc'd in order to try to resolve this. Once we finally confirmed a delivery date we arrived at the house and the clientcontact was MIA (we DID NOT charge for the redeliver fee and waived it- as we simply wanted to complete this).the client contacted again on the 26th at 2:48 asking for a delivery that day, I explained that is impossible and we need a bigger window. after more back and forth of a couple days we confirmed delivery for the 6th. the day before the client called to notify he will be deducting his hotel cost (??) and will not pay the balance in full when we arrive (mind you we have waived pretty much all fees and fines). we tried to explain to the client that if he does not have the funds when we arrive we will no longer be able to waive the fees and he will have an additional storage and redelivery fee, we tried to be as straight forward as possible as we did not want any more misunderstandings. While we apologize this came out blunt and interpreted as rude, we felt the needs to be as straight forward as possible with no room for error. i have looked through all the files- charges are not only ok- they are much less then our tariff and contract advises.

I reject your response for multiple reasons: As of today 1/15/18, I have called your company 27 separate occasions, my wife has called, my in-laws have called. No answer, no response. It wasn't until I called acting as if I was booking a move that you answered, you then got off the phone as quickly as possible. Once I informed "my moving specialist" that I contacted the Police, Attorney State General's Office, and Revdex.com did I get any contact. A male driver called and explained he had been flown in from Texas the night before and placed in the truck. When asked where he was he stated Oregon. This was 1/5/18, on 12/21/17 I received the only update from the company (dispatch with another moving companies name from another state in the signature line) stating my belongings were out and would arrive 1/5/18-1/8/18. This is 15 days, 15 days after my belongings left I had no updates, communication, etc. My belongings moved one state away. The response on 12/21/17 was two weeks after multiple attempts to contact your company and get an update. No call back, just an email. No apologies or explanation. When booking the average turn around was claimed to be 10-14 days by the "moving specialist", the pick up driver, and sent to me an email from dispatch. This was after hounding the company for a response. The 21 day guarantee stated on the contract was past and the delivery no later than date of 1/7/18 has past. Furthermore, the pricing was wrong. The estimate was wrong. The original of 1125.00, the inventory check list of 2225 (which has been deleted off my email and I have emailed about and can prove), to 3093. This is 3 times what was originally said, 100% additional to the inventory (after selling items), and not given until my items were loaded. No weight for my load has been provided (was requested for insurance reasoning and on the contract to pay per weight or footage) and the request for a re-measure of cubic sq ft when transferred. Also, the math on the contract was incorrect as the pickup driver who picked our home up said 550 sq cubic ft times 4.20 equaled 2635, it equals 2,310 and the fuel charge of 12% should be 277.20 not 323.40, which I called about. Also, according to your contract there is a $30 reimbursement per business day after the  21 day guarantee. Since you operate online on Sat. that equals out to 15 business days at $30 for a total of $450. The date of 1/17-1/18 was given to me by a driver, who flew in from Texas that (just after getting off the phone with him) is now broke down. Lastly, because you breached our contract and the no later than by date, especially with no updates and falsifying  the location of our items, you're per the rights of the consumer liable for the costs we've incurred due to this breach. This includes having to purchase bedding for my infant son (which your movers saw when they picked our items up!!!), the bedding of my daughter, my wife. The cost of our sitting furniture, cost to eat as we have had no way to cook as our cooking materials are on that truck. You've ignored me, cost my family money and time, caused panic, anxiety, etc. No, your suggestion of a $210 discount is almost laughable at this point. For all actual purposes, you essentially stole from my family and didn't respond until I contacted the police, the attorney state general's office, and the Revdex.com. This is literally, the first response I have heard from the company in nearly a month. At this point, you owe me refunds...this is also taking into account my research that you've been shut down in other states and have broken and stolen/lost items. At this point, you've lied to and ignored me. I am praying our items get here in one piece, but no you're awful. I do accept your 210.00 you're 25 days past what you said the estimated delivery would be, 18 past your 21 day, and 8 days past your no later than delivery date.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

To whom it may concern,
We are aware we were past the regulated delivery time and were sure to reimburse the client for the troubles. We apologize for taking so long and offer the client to contact us directly if there is anything ele we can do.
 
thanks,

Understood, as we have informed you the driver is estimating arrival tomorrow I believe I have addressed the rest of your concerns if not please let me know.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Date Sent: 10/19/2016 12:54:04 PMTo whom it may concern, We are VERY sorry for the driver not communicating with you the day prior to delivery. We do not hand out the drivers number to clients for safety purposes. with 10-20 clients delivered every couple weeks his phone can ring much more then we would like, while we prefer he focuses on the road. the driver is obligated to call 24 hours prior to delivery and I understand this is not the case. (first I have hear of it, you could have refused delivery and asked him to wait in a case like this). The driver had the delivery address you have provided on the quote as well as the long distance form info and bill of lading you have provided and signed upon pickup. not sure where the confusion came from. But I am sorry for wasting your (and his) time I assure we have provided all info and would be happy to provide you with the supporting docs. in respect to missing items or damages, we have just recieved your complaint yesturday and replied with our claim info within a couple hours. You also have our claim info on your contract copy as well as a link in your e-quote.

Dear [redacted], I did a verification and the size was correct. The load sheet we have shows 1550 through 2150 the lines are not straight through in stack although we would love them to be. We have compensated based upon the 21 business days and provided claim info for anything additional that may be necessary. also you can feel free to email me directly at [email protected] if you would like me to inspect or address any concerns. Thanks,

to whom it may concern, i have no idea why my response did not post, however I have this handled and ended up shuttling to the client at my cost.

In regards to [redacted] complaint id [redacted],
I have been in personal communication with the client and she was delivered along with a satisfactory discount. From what I last heard everything ended up ok.