Galaxy Moving Systems

Dear [redacted] , While we understand the wait time once a claim has been filed is somewhat tedious please note your claim is still being processed We have to state it may take up to days to close and come to a resolution, it does not mean your claim in particular but we need the opportunity to find a customer's missing items Your claim should be handled within the next couple of weeksA money order or check will be mailed out once a monetary value in accordance to your claim has been completed.Thank you, Shakera

We have been in touch with the customer and we are working directly with her to arrange delivery of the household items

[redacted] ***’s household items were picked up on March ***, We confirmed this date with her the day before the piand provided a time frame of 8-10amOur drivers try their very best to arrive within that time frame but sometimes unforeseen circumstances occur that may delay that (i.eweather, traffic, or a delay at any pick-ups scheduled earlier)We sincerely apologize for the drivers arriving at 11:30am but it was unintentional and they got there as soon as they were able toIn regard to the 75% pick up payment, we require 75% of the final balance to be paid prior to the deliveryThe 75% consists of a 25% deposit and a 50% pipaymentThis is stated in the estimate that was electronically signed prior to the pitaking placeIf the final balance is more than what was quoted at the time of pick-up, we ask that the payment cover the agreed upon payment of 75% that is required prior to the delivery taking place In regard to the movers showing up in a Budget truck, sometimes we will rent a smaller truck for pick-ups as opposed to arriving in the larger 18-wheelersNot to mention, the larger truck would not have been able to park or maneuver through the streets of Manhattan without blocking anything or causing any damage, therefore we use the smaller trucks for thatIn regard to the delivery and storage, standard delivery time frame for a job going from New York to California is approximately 14-business daysThat is, of course, if the load is not going to be held in storage for days prior to the deliveryStorage begins the day that we pick up the household items and bring them back to our warehouse, in this particular case storage would have been from – We would not transport the items to California before April ***, unless we are informed that the customer will be ready for delivery before the end of the daysIf a customer asks us to keep their items in storage for days, the items go back to our warehouse closest to the pidestinationAnything can change within those days, such as change of destination or change of delivery date (prolonging storage), so it would not be in the customer’s best interest to send the items across the country days prior to the scheduled delivery dateA detailed email was sent to [redacted] explaining delivery time frames and “first date available for delivery” (please see attached) [redacted] ’s days of storage ended on April [redacted] 2016, we attempted delivery the first week of May and were told that she was not ready to accept the deliverySince we do not prorate storage fees and a delivery was attempted additional charges were accrued On the contrary, we did our best to work with [redacted] upon the delivery and the additional storage and redelivery fees were waivedWe hope that this response will provide a better understanding of our services and encourage [redacted] to contact us directly to discuss this further if necessaryThe customer is also encouraged to file any further claims to our claims department at ###-###-#### or [redacted] Please let us know if any further information is needed regarding this claimThank you very much

[redacted] Anderson was picked up on May ***and we provide days of free storage, storage is not proratedWe also allowed her to keep her items in storage with us past the days because we were told that she would like to accept delivery June ***(week after the 30-day mark)We did not apply any additional storage charges - Hence the reason I was expecting my items ***I was told when I hired your group that Colorado was a 7-day trip [redacted] put me at daysAlso, had more communication been used by your team instead of ignoring emails and phone calls this could have been coordinated much betterIt states in the contract (and in an email sent to the customer on May ***) that the first date available for delivery is not a guaranteed delivery dateA guaranteed delivery date would require an additional charge and would have to be discussed with the customer’s relocation specialistThese documents also state that deliveries to Colorado can take up to 14-business days from the first date availableWe are well within that time frame seeing as her first date available was switched to June ***and the items are in route on the delivery truckWe have informed [redacted] , via email, that she will receive a call from the driver hours prior to deliveryAny delivery information provided by the office staff is merely an estimate-I was told when I hired your group that Colorado was a 7-day trip and had more communication been used by your team instead of ignoring emails and phone calls this could have been coordinated much better Yes, I received you email where you stated my items were assigned to the truck and I should hear rom the driver in a few days Unfortunately when I inquired as to what the estimated arrival date would be, since I have to take off work to receive my items, I was told an estimated arrival date was not available My response was and still remains, how are you not able to track a customer's product? · When we are told a date, our dispatcher does everything he can to get the items on to a truck that will arrive as close to that date as possibleThe information we received was that the customer was ready as of [redacted] which means we will not delivery before that date, only exactly on that date or up to 7-days after that dateThis is explained in the “1st Date Available for Delivery” email that was sent on May ***Several emails and phone calls took place between the customer, our office staff, and the sales representativeThe customer was not intentionally ignored and we did our best to answer any questions and to explain everything clearly in the emails [redacted] was given an estimate at 419cf based off of the inventory list she providedUpon pick up and loading, the items ended up taking up 900cfThe foreman that she gave the $payment to informed us that this was a tip from the customer, while the customer informed us that the payment was so that the amount of space could be “adjusted”At the end of the day, we took the customers word for this and provided a refund in the amount of $- I was given an estimate of 419cf based on the inventory list that I provided and followedI again ask, how is it that your estimate is so much off and closer to double? Either you are low balling the estimates or you need another estimatorAnd as I stated earlier, your estimate was right in line with other carriers give or take a few cf · We (and most moving companies) use an industry standard software system which pre-calculates the dimensions for each itemThe estimate is based on the estimated volume that is automatically calculatedIf the items are larger or smaller than what the system calculates then the estimate may vary and that is determined upon pick upThe new information is given to the customer at the time of pick up and the Bill of Lading is signed and agreed upon at that timeAnd let’s not back track on AnthonyYour own words were we know it wasn’t a tip, we have had complaints about him beforeHe no longer works for this company, we don’t do business like that, hence the reason for the refund Why on earth would I give him a $tip and the movers that actually did the move $ Make sense out of nonsense And a you may or may not recall I did compliment those guys for their professionalism Anthony, another story · The refund of $was applied, we are not sure what more we can do to satisfy the customer about this particular issueIf there are any damages to the items upon delivery, we encourage our customers to take note of all damages and we have a claims processOur claims department will review the provided information and will provide a reimbursement for damages - Can you please provide this information for informational purposes and the record? · Our claims department can be reached at ###-###-#### and their website is [redacted] At this point, [redacted] ’s items are in route and delivery should be taking place very soonIt is only business days from the date she requested and the delivery is scheduled to take place within the next 2-daysThe driver will contact the customer hours prior to the arrival- [redacted] *** [redacted] *** [redacted] · Again, any delivery information given by the office staff is an estimateThe items are in route and the driver will contact you hours prior to the deliveryAt the end of the day all I really wanted was a smooth move [redacted] convinced me you were the way to go, BAD MOVE ON MY PART! Thank you

[redacted] ***’s household items were picked up on March ***, We confirmed this date with her the day before the piand provided a time frame of 8-10amOur drivers try their very best to arrive within that time frame but sometimes unforeseen circumstances occur that may delay that (i.e weather, traffic, or a delay at any pick-ups scheduled earlier)We sincerely apologize for the drivers arriving at 11:30am but it was unintentional and they got there as soon as they were able toIn regard to the 75% pick up payment, we require 75% of the final balance to be paid prior to the deliveryThe 75% consists of a 25% deposit and a 50% pipaymentThis is stated in the estimate that was electronically signed prior to the pitaking placeIf the final balance is more than what was quoted at the time of pick-up, we ask that the payment cover the agreed upon payment of 75% that is required prior to the delivery taking placeIn regard to the movers showing up in a Budget truck, sometimes we will rent a smaller truck for pick-ups as opposed to arriving in the larger 18-wheelersNot to mention, the larger truck would not have been able to park or maneuver through the streets of Manhattan without blocking anything or causing any damage, therefore we use the smaller trucks for thatIn regard to the delivery and storage, standard delivery time frame for a job going from New York to California is approximately 14-business daysThat is, of course, if the load is not going to be held in storage for days prior to the deliveryStorage begins the day that we pick up the household items and bring them back to our warehouse, in this particular case storage would have been from – We would not transport the items to California before April ***, unless we are informed that the customer will be ready for delivery before the end of the daysIf a customer asks us to keep their items in storage for days, the items go back to our warehouse closest to the pidestinationAnything can change within those days, such as change of destination or change of delivery date (prolonging storage), so it would not be in the customer’s best interest to send the items across the country days prior to the scheduled delivery dateA detailed email was sent to [redacted] explaining delivery time frames and “first date available for delivery” (please see attached) [redacted] ’s days of storage ended on April [redacted] 2016, we attempted delivery the first week of May and were told that she was not ready to accept the deliverySince we do not prorate storage fees and a delivery was attempted additional charges were accrued On the contrary, we did our best to work with [redacted] upon the delivery and the additional storage and redelivery fees were waivedWe hope that this response will provide a better understanding of our services and encourage [redacted] to contact us directly to discuss this further if necessaryThe customer is also encouraged to file any further claims to our claims department at ###-###-#### or [redacted] Please let us know if any further information is needed regarding this claimThank you very much

Revdex.com:At this time, my complaint, ID [redacted] regarding Galaxy Moving Systems Inc has been resolved (By clicking "OK", your complaint will be closed as Resolved.) Shortly after contacting you, I received a text message from someone at Galaxy Moving Inc asking for an address to where I want my furniture and belongings delivered toWithin days my things were finally delivered to meAlthough my sectional couch cushions were missingThere was of themMy coffee table was busted into piecesAnd a brand new pair of my boots are missingEverything else appears to be hereAs far as I've noticedThank you so much for your help with matterI really appreciate it!Sincerely, [redacted] ***

RevDex.com:At this time, I have not been contacted by Galaxy Moving Systems Inc regarding complaint ID [redacted] . I have tried several times to get in contact with someone at the company. Messages left always go unanswered. I have, however,... spoken to the insurance company since I submitted this request. Galaxy Moving Systems Inc finally submitted enough paperwork for the insurance company to move forward with the claim. It is currently sitting in the "Authorize" stage. What that means is that the insurance company has sent my requested item replacement amount to the company for approval or denial. They have until September *, 2016 to submit their approval or denial back to the insurance company. I do not consider this claim resolved yet, but I am hoping, with Galaxy's cooperation, that it will be settled soon.Sincerely, [redacted]

Revdex.com:At this time, I have not been contacted by Galaxy Moving Systems Inc regarding complaint ID [redacted] .See attached.Sincerely, [redacted]

After using Galaxy Moving Systems Inc in September of and having pretty much every antique and other items lost and destroyed, I have to agree with every complaint on this siteOver a year after filing a complaint with Galaxy on my items, Galaxy offered a settlement of which was no where near the cost of replacing the lost items much less that antiques destroyed In an attempt to go ahead and get this over with and move on and get ride of the boxes of destroyed antiques, I signed the release form and was told that I would get my check within daysthis was signed on here is still a month later and no check and cannot get an email response nor will Galaxy answer the phones and return a voice mail Everyone needs to stand up for their rights and go public against this companySocial Media, ( [redacted] ) local news stationsIf enough of us customers that have been taken for our hard earned money would stand up and fight back, something might get doneWe cannot stand by and let this company continue to destroy our personal belongings and then laugh in our face by offering us pennies

Revdex.com:At this time, I have not been contacted by Galaxy Moving Systems Inc regarding complaint ID [redacted] .Sincerely, [redacted] ***

First, I would like to apologize for the delayed responseThe customer, [redacted] ***, contacted our company for a move from Malden, MA to Macedon, NY and spoke to a sales rep named MarkAfter the job was booked and a deposit was made, our dispatcher informed the sales rep that we would not be able to complete this moveHe then advised the rep to contact the customer to let her know this and to refund the deposit immediatelyThe sales rep claimed to have attempted to contact [redacted] but was not able to get in touch with herWe take full responsibility of this misunderstanding and miscommunication and we are more than willing to send Kelly a refund check in the amount of the deposit for the cancellationI attempted to contact [redacted] today, March **, 2016, and left a voicemail for her to contact us so that I can confirm the address where she would like the check sentWe sincerely apologize for the inconvenience and would like to get this resolved as soon as possibleWe hope that [redacted] is understanding to the situation Sincerely, Nicole A [redacted] Customer Care Galaxy Moving Systems, Inc###-###-#### [redacted]

by Carl Dec 2Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Galaxy corporation is company full of lies and deceit I want to address every lie stated in the answer First As I have stated in an email I did not chose the company because it was less costly I chose the company because at the time I believed the customer service representative Carl to be honest and trustworthy with my belonging and at the end of the day that was what was most important to me a company that cared which I will state now I was wrong and deceived by this company Second I never mentioned my son to Galaxy because he is not a factor the first mention of my son was from their truck driver who stated my son told him not to deliverI sated to Galaxy that my son was not here because he was not at the time their driver alledged he spoke to my son to prove the inconsistence of their statements and continual pile of lies that were mounting I told Carl at the time prior to service I would not be at the facility and that Kathy at Manassas transfer would be able to proved my shipment and if this was a problem than let me know I also told Carl that I had pounds of storage which I have a signed letter by Manassas transfer to confirm and I proved an inventory list to Carl as well of the merchandise in storageI clearly stated if this was a problem than let me know and we both could move on however Carl stated no problem and continued to take the down payment of $ The company was late picking up my merchandise and did not even call to tell me that they would be arriving late when I called Manassas Transfer at 11:to make sure everything was okay at that point I found out that the company was not their and did not call I contacted Carl who must have advised Gigi to call and at this point I begin speaking with Gigi and was told they would e late however no one in this company called me or the storage facility to inform During this time it became an issue that I was not there when I advised the pounds were and they are trying to state the pounds are over which is incorrect It became and issue that the date promised by Carl Dec [redacted] would not happen and a promise of Dec [redacted] by Gigi was stated of when my belonging would be deliveredHowever neither was kept and on Dec [redacted] when the driver stated at 12:he would not come I immediately called Galaxy and left a message and emailed about this situation Now they introduce Mark to the mix who said he was the only one that wanted to deal with me and he guaranteed my storage would be delivered on Dec [redacted] at 8amThere are multiple emails from the beginning with Carl to the end showing a timeframe and time line full of lies by GalaxyOn Dec [redacted] although all the emails was answered by Gigi at around 2:Pm I begin to get a Shakera C [redacted] who stated she was the President emailing talking about how the company does not guarantee deliver due to all these reason but will guarantee a deliver for Christmas DayAs I told Mark and I reinstated in this email chain I no longer trusted Galaxy due to all the lies, deceit, dishonest, and poor customer service that I did not believe my belonging would be delivered and it amazes me all the double talk and how you can not guarantee but now you guarantee I asked this person to call me but she refused and stated she was not in the office however it astonish me that the same time it takes to type an email to me you can pick up the phone and call since you state you are the President of the company I still do not know where my belongings are and they are effectively being held hostageMark called yesterday and stated my storage could be delivered Saturday but he does not know I asked that to be put in writing and it has not just like everything else There sales representative falsified the invoice stating the creation date was Dec [redacted] which was wrong and I am assuming he did this to make the sale and a promise that this company had no intention of keeping They want to paint me as the angry woman however I am the consumer who has every right to know where my storage is at all time and to hold the company that has my funds accountable for services they promised and to this day has not delivered Please provide a fax to send all the emails to fully put into perspective what has really occurred and the traumatic experience I have had to encounter with this company In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Dear [redacted] and BBB mediators, Please find a few of the emails that went on between myself, Gigi and [redacted] ***. You will see [redacted] wants to document her emails, as we did as well. We needed written conformation as to delivery her goods, which she did not comply too! Verbally... she did agree to a delivery that would be at 8am but when someone claiming to be her husband said "NOT TO DELIVER" we immediately tried to contact her to no avail. So we sent out a few emails asking her for written confirmation. She mentioned her son that is 15 years old said she would not except delivery, when this was mentioned to [redacted] ***, you will see she said her son "was not home". SHe then sends an email stating her son was not at home! Originally, her goods were at a storage facility that did moves, she did not choose them because we were less costly! [redacted] , changes her story time and time again.She started out very pleasant, but we knew she was going to be a problem once she said her husband "had the credit card" yet the office faxed HER the credit card authorization. Please find the emails I have screenshot and attached. Also, this move should have been way over the 2300.00 she had an immense amount of goods, and we do our moves per cubic feet, which is the space she occupies on the truck. She was not there when getting loaded and asked if she had someone there at the location that would be her eyes so they would explain to her the vast amount of items she had which was way over the cubic feet she originally was estimated at... and an estimate is just that, AN ESTIMATION. Thank you,

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 and the matter has been resolved besides the delivery date which I will remain in contact with them until I find out Sincerely, [redacted]

Revdex.com:At this time, I have not been contacted by Galaxy Moving Systems Inc regarding complaint ID [redacted] .Sincerely, [redacted]

DO NOT HIRE THIS MOVING COMPANYThis is a moving company from hellI received a call from an employee by the name of Patrick who wanted to give me an estimateUpon starting the estimate I told him I found a moving company that would charge my roommates and I $to move all of our items down to ATLHe insisted I get an estimate because there is a chance he could give me a better dealI provided him with a list of items including queen size mattresses, box spring, a three seat sofa, bed frames, tvs etcHe kept putting me on hold to check with his manager if he could get me any "discounts." Finally he told me they would do the entire move for $1,I was amazed at such an amazing price and asked him multiple times if this would defbe the priceHe said yes as long as you don't have any more items than listed you will be okayThe day of moving, a third party company shows up with a budget truckAutomatically the guy keeps telling me how he wants to make sure they do not put items in the truck that will go over the estimated priceI stated we have a few extra items (very small items such as mirrors and lamps) and its okay if they charge us a little moreHe mentions that by just eyeing all of my furniture & boxes it will be way moreHe explains to me that they charge by the amount of space the furniture takes up in the truck (i believe it was $per cf) and by the looks of it we will be paying $2700!!! He let me know I could call galaxy because it was there fault for such a estimateHe states that they only provided me with cf on my contractAs the professional, they did not explain to me how the cf works and I was totally confusedSo he says, " [redacted] ***only about two mattresses will fit in 200cf" After only loading up boxes one mattress, bed frame, two tvs, and a dresser they tell us we have reached the limit and they can give us a deal to pay only $After finally getting in touch with the company they basically tell me they can not give me any further dealsAt this point I am very upset because I didn't even have half of the items I listed inside the truckThe manager (Gigi) starts arguing with me telling me there is nothing she can do and that I have to work it out with the guys who are moving the stuff (which is a third party) WHY WOULD I DO THAT WHEN I HIRED YOUR COMPANY? The guys start lowering the price to $but says they wont take any more itemsAt this point I could have just rented a budget truck myself and move ALL items I want for that priceAfter hrs of arguing and going back and forth I kindly ask the movers to take my items back out of the truckHe refuses and begins to get loud and crazyThe police was called and they told him to remove our stuffHe says no because we owe him $for the last few hours and $for packing suppliesThe only supplies we used of his was blankets and tapeBlankets were included in the contract and he offered to tape our boxes up some moreAfter another hrs WHILE the police officer was there he refused to take our items offHe started threatening us as well and at that point the officers got on the phone with GIGI and the owner who kept calling me trying to work out a dealThe officers let them know that this is ridiculous and they should be ashamed of themselvesFinally he removed our items off of the trucks into the middle of the streetAnd because he didn't get money for "supplies" he ripped all of his tape off of everything he put it on(Very petty and embarrassing on his behalf)WHATEVER YOU DO, DO NOT HIRE THIS MOVING COMPANY THEY ARE RUDE, AND UNPROFESSIONALThey will do whatever they have to to get your items on the truck and then keep them hostage until they get the money they DONT deserve