Gold Medal Moving & Storage

On March 29th we completed the review and investigation of Mr. [redacted] claim.  We concluded that the claim had merits and fair settlement was due to customer.  The signed moving contract shows that Mr. [redacted] had elected the Basic Coverage valuation, to cover for loss or damage, for...

his move.  The Basic Coverage is at no charge to the customer.  It was reported in the claim form that the weight of the refrigerator is unknown.  According to the Joint Military & Industry Table of Weights we considered the maximum weight allowed for refrigerators with over 20 cubic feet, 300 pounds.  Under the Basic Coverage the carrier's maximum liability is limited to $0.60 per pound per article, for loss or damage.  Under this criteria we reached a fair settlement of 300 Lbs. x $0.60.  Recent correspondence indicates that Mr. [redacted] has received our letter as well as the settlement award.  A copy of his moving contract was sent to Mr. [redacted], as per his request.  No new issues reported.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I still have not received a check from the business. Please follow up with Lillian at Gold Medal Moving.
Regards,
[redacted]

Review: My husband and I paid top dollar --$4,976.33 -- to move our belongings from Irvine, California to [redacted]. Our biggest issues with Gold Medal Moving are the unprofessional customer service, the rough way our items were handled and the fact that our new [redacted]Ups, speaker and leather reclining chair have been damaged -- I have photos.

I emailed [redacted] and [redacted] at Gold Medal Moving (GGM) the following on Oct. 10:

“Due to the way your movers shrink wrapped our [redacted]Up foundations, they have been damaged -- we paid for packing of our bed. Photos attached.

Furthermore, the way they removed the screws from the [redacted]Up base has left four large holes, leaving one of the legs loose.”

I still don’t have a response.

We are very disappointed that after paying Gold Medal Moving $291.00 to keep our TP king-size safe, our bed, which we just bought in March, is damaged. The $291.00 + taxes was for taking apart and putting together the TP bed – by a third party. When a GMM estimator first included cost of third-party TP set-up and disassembling, I asked him about the extra cost. He said, “we hire a third-party and have to charge you. You’d be pissed if something happened to your bed.” Well, GGM never sent a third party to take the TP apart in Irvine. Besides leaving toilets seats up, GMM movers – not third-party [redacted]Pedic (TP) experts – in NYC spent 1.5 hours disassembling our bed. They didn’t know what they were doing and refused to read the TP manual.

When the movers arrived at our place in Irvine TWO HOURS LATE on Sept. 24, a mover told me that the third-party would drop by later. A couple of hours later the mover said the third-party cancelled. Then the movers said they would take the bed apart and pack it themselves! The mover said we wouldn’t be charged for the third-party service. GMM left the motor in the bed, which a TP pro would never do, and did a careless job.Desired Settlement: They left some brackets in the TP’s metal frame and took some out and then threw the TP parts into a box without any padding even though I had a lot of packing paper and peanuts lying around.

We’ve been through many hurdles with GMM-- one GMM employee said one thing while a higher up said something else. [redacted] said that we still had to pay for disassembling the TP because GMM did the work. What work? They damaged our bed, which now makes horrible sounds when it is adjusted. No other moving company had an extra charge for taking the bed apart or putting it together.

We also paid GMM $49.75 for containers, which were never given to us – we had our own boxes. In fact, the movers used OUR tape because they said that tape was “expensive” and ran out of tape?!

The amount of time we have spent waiting for the GMM movers in California and NYC and the TP tech and [redacted] customer service in NY is ridiculous. GMM did not respond to emails or keep us posted re. our delivery among other issues.

Consumer

Response:

Hello, Please add the information below to our #[redacted] complaint against Gold Medal Moving.My husband and I paid top dollar --$4,976.33 -- to move our belongings from Irvine, California to [redacted]. Our biggest issues with Gold Medal Moving are the unprofessional customer service, the rough way in which our items were handled and the fact that our new [redacted]Ups are damaged. Attached are photos of our damaged speaker. I will send photos of the damaged [redacted]Ups and boxes that GMM packed in another email.I emailed [redacted] and [redacted] at Gold Medal Moving (GGM) the following on Oct. 10:“Due to the way your movers shrink wrapped our [redacted]Up foundations, they have been damaged -- we paid for packing of our bed. Photos attached.Furthermore, the way they removed the screws from the [redacted]Up base has left four large holes, leaving one of the legs loose.”I still don’t have a response.We are very disappointed that after paying Gold Medal Moving $291.00 to keep our [redacted]Pedic (TP) king-size safe, our bed, which we bought in March, is damaged. The $291.00 + taxes was for taking apart and putting together the TP bed – by a third party. When a GMM estimator first included cost of third-party TP set-up and disassembling, I asked him about the extra cost. He said, “We hire a third-party and have to charge you. You’d be pissed if something happened to your bed.” Well, GGM never sent a third party to take the TP apart in Irvine, CA. Besides leaving toilets seats up, GMM movers – not third-party [redacted]Pedic (TP) experts – in NYC spent 1.5 hours disassembling our bed. They didn’t know what they were doing and refused to read the TP manual.When the movers arrived at our place in Irvine TWO HOURS LATE on Sept. 24, [redacted], a mover told me that the third-party would drop by later. A couple of hours later [redacted] said the third-party cancelled. Then he said they would take the bed apart and pack it themselves! The mover said we wouldn’t be charged for the third-party service. GMM left the motor in the bed, which a TP pro would never do, and did a careless job. They left some brackets in the TP’s metal frame and took some out and then threw the TP parts into a box without any padding even though I had a lot of packing paper and peanuts lying around.We’ve been through many hurdles with GMM-- one GMM employee said one thing while a higher up said something else. [redacted] said that we still had to pay for disassembling the TP because GMM did the work. What work? They damaged our bed, which now the motor – which needs to be replaced -- makes horrible sounds when it is adjusted. No other moving company had an extra charge for taking the bed apart or putting it together. We also paid GMM $49.75 for containers, which were never given to us – we had our own boxes. In fact, the movers used OUR tape because they said that tape was “expensive” and ran out of tape?!The amount of time we have spent waiting for the GMM movers in California and NYC and the TP tech and [redacted] customer service in NY is ridiculous.On Oct. 9, the day my items were delivered in, I emailed GGM the following:“Your movers packed this box, photo attached. It contains the legs and chords for the [redacted] Pedic mattress. Nothing was put in the box to cushion the $1,000+ legs while I certainly had packing paper and peanuts at home. Ridiculous that your movers upon pick-up did not even have enough tape for our move. We have never experienced that.We can't believe that with the delivery today -- scheduled so far in advance -- a third-party has not been scheduled to put our bed together.The Gold Medal movers called me yesterday to say that they would be here between 9 and 10 a.m. They did not arrive until 11:30 a.m. And no calls from movers that that they would be late. [redacted] took time off work to be here for their arrival and took off shortly before they arrived.”[redacted] replied:Hi [redacted]I’m very sorry about the way your box was packed and I agree with you that it should have been packed securely. I will discuss this with operations. Also regarding the 3rd party service we contacted them and they should have contacted you. I just got off the phone with them and they are trying to schedule your service for today, but worst case would be for Monday. Regarding the guys showing up late, when I talked to you last I told you they had an arrival time between 10 am – 1pm. So I don’t know who told you 9am – 10am. So I apologize for the mix information. I will give you an update on the 3rd party service shortly. Talk with you soon.Thanks[redacted], one of two GMM movers who delivered my items in NYC, called me the day before to say that he would arrive between 9 and 10 a.m.The TP rep DID NOT show up on Sat, Oct. 10 morning before 9:45 a.m. as scheduled the day before. Then we received a call at 2 p.m. on Oct. 10 that the tech would arrive in 20 minutes. We came rushing home. The rep – who said he DID NOT specialize in [redacted]Pedic beds -- arrived after 3 p.m.Below are email exchanges between GMM and me:Oct. 10 at 1:40 p.m.On Sat, Oct 10, 2015 at 6:07 AM, [redacted] <[redacted]@gmail.com> wrote:Hi [redacted],I spoke with [redacted]Pedic rep yesterday who said the third-party would be at our place this morning between 8 and 9 as we have to leave at 9:45 a.m. I haven't heard anything from them.Thanks,[redacted]Hi [redacted] I spoke with [redacted] and they are looking into it. They were a bit shocked could this is one of there best tech's and never had this problem. Some one from [redacted] should be reaching out to you shortly. I never had this happen so I apologize and hope nothing serious has happened. [redacted] is my contact at [redacted] today and there number 866-[redacted]. She is in direct contact with the tech. Thanks[redacted] When I booked the move, a GMM estimator assured me that at least three movers would arrive on moving day as I have an upright piano. In fact, onSept. 11, he Cc’d me on this email: “[redacted], Please check with [redacted] regarding if we would have the date and time for Mrs. [redacted] move if she indeed books. And move should take approx. 3-4 hours.”The move at the origin took seven hours because GMM sent TWO movers!As a professional journalist, I asked the estimator twice how many movers there would be as a minimum of three was very important to me. This is my fifth move in three years and I know that one or two movers are not enough. We would never have hired GMM had we known they would send two movers.The movers were supposed to be out of my apartment by noon but were still moving items out of the apartment until 3:30/ 4 p.m. I spoke with the dispatcher and estimator on Sept. 24th morning -- both assured me that I had one of the company’s best movers and they’d be out of the apartment by noon.A GGM estimator came to our apartment in Irvine, CA TWICE before Sept. 24. His estimate was still over by nearly 1,000 pounds. Weight tickets show that our shipment totals 4,360 pounds and that was after we removed a couple of items, including a media stand. Our GMM estimate was for about 3,500 pounds. Unbelievable given that this company has such stellar Yelp reviews.I asked GMM to keep me posted on a more specific delivery window between Oct. 4 and 15.On Sept. 26, I emailed Gold medal moving:“- Please let me know who at Gold Medal Moving will keep us posted on our delivery date and how many days in advance we will know that our belongings are arriving in NYC. We need to know how much time we have left for our apartment search …- Please confirm what our charges will be upon delivery. I’m not sure why there is a charge for packing and cartons on the last binding estimate as we did not avail of any of that. One of the movers [redacted] assured me that the packing charges would be removed. We packed all of our items expect a mirror and the [redacted]Pedic bed, which Gold Medal has already charged us for.- Again I’m not sure why we are being charged the full amount for disassembling and packing the [redacted]Pedic mattress at origin. [redacted] originally said that the cost was high due to the fact that Gold Medal is hiring a third-party company to take the bed apart though that company did not show up.-If you need [redacted] to sign and email you the binding estimate in advance of our delivery, please let me know.”It wasn’t until I called on Oct. 2 that I found out that delivery was to happen between Oct. 8 and 11. It would have really helped to have this info when GMM did as my husband and I were apartment hunting in NYC, which isn’t easy. When the movers arrived on Oct. 9, I learned that my delivery was the last of many deliveries in NYC.Not only was the one box containing the TP items that the GMM movers packed damaged, many of our boxes and items looked as if they had been thrown. Never before have our boxes been so badly bent out of shape. One speaker is chipped near the top and a leather reclining chair is now misaligned. When I saw the mover put boxes labeled fragile underneath some heavy boxes, he laughed about it. The mover upon delivery had a heavy office chair on boxes labeled fragile.The first time I heard from [redacted] was on Oct. 7 when she called to inform me about an Oct. 9 delivery and ask me for our credit card info over the phone two days in advance of my delivery. I didn’t expect such a request from a Revdex.com A rated company. [redacted] also asked me to leave blank my credit card info when the movers arrived on Oct. 9 – things sounded off.I never received a response to the email below. Until I called GMM on Oct. 2, I didn’t have any answers.Sep 29, 2015 at 6:59 AM, [redacted] <[redacted]@gmail.com> wrote:Hi [redacted],Please respond to the following:- Please let me know who at Gold Medal Moving will keep us posted on our delivery date and how many days in advance we will know that our belongings are arriving in NYC. We need to know how much time we have left for our apartment search …- Please confirm what our charges will be upon delivery. I’m not sure why there is a charge for packing and cartons on the last binding estimate as we did not avail of any of that. One of the movers [redacted] assured me that the packing charges would be removed. We packed all of our items expect a mirror and the [redacted]Pedic bed, which Gold Medal has already charged us for.- Again I’m not sure why we are being charged the full amount for disassembling and packing the [redacted]Pedic mattress at origin. [redacted] originally said that the cost was high due to the fact that Gold Medal is hiring a third-party company to take the bed apart though that company did not show up.Due to the lack of response from GMM in regards to our delivery time, our emails re. our damaged [redacted]Ups/ bases for TP bed, boxes and speaker and unprofessional customer service, this has been our worst moving experience yet.[redacted]

Consumer

Response:

Photos attached of how GMM packed our [redacted]Pedic items and handled our boxes.On Oct. 9, the day my items were delivered in, I emailed GGM the following:Your movers packed this box, photo attached. It contains the legs and chords for the [redacted] Pedic mattress. Nothing was put in the box to cushion the $1,000+ legs while I certainly had packing paper and peanuts at home. Ridiculous that your movers upon pick-up did not even have enough tape for our move. We have never experienced that.We can't believe that with the delivery today -- scheduled so far in advance -- a third-party has not been scheduled to put our bed together.The Gold Medal movers called me yesterday to say that they would be here between 9 and 10 a.m. They did not arrive until 11:30 a.m. And no calls from movers that that they would be late. [redacted] took time off work to be here for their arrival and took off shortly before they arrived.[redacted] at Gold Medal Moving replied:Hi [redacted]I’m very sorry about the way your box was packed and I agree with you that it should have been packed securely. I will discuss this with operations. Also regarding the 3rd party service we contacted them and they should have contacted you. I just got off the phone with them and they are trying to schedule your service for today, but worst case would be for Monday. Regarding the guys showing up late, when I talked to you last I told you they had an arrival time between 10 am – 1pm. So I don’t know who told you 9am – 10am. So I apologize for the mix information. I will give you an update on the 3rd party service shortly. Talk with you soon.[redacted] Cell: [redacted]

Business

Response:

Regarding customer service complaint: We here at Gold Medal Moving place customer satisfaction and quality service above all else. We try to work with all customers to settle any concerns or complaints in a fair and timely manner. Unfortunately, in this instance things did not get handled as quick as they should and we have apologized.Response from are 3rd party service company [redacted] to customer regarding destination service complaint. “They were a bit shocked because this is one of their best tech's and never had this problem. Someone from [redacted] should be reaching out to you shortly. I never had this happen so I apologize and hope nothing serious has happened”.Response to 3rd party service charge: When are estimator went to do survey he explained to the customer that we do not service certain items do to liability on items such as [redacted] adjustable beds, are estimator never told customer “ you would be pissed if it was damaged” he just told them we do not service them, the customer told my estimator they had a couple other estimates but they were internet estimate’s and not visual and my estimator told them that the online mover’s would not tell customer of the charge until day of move, customer said that they could call [redacted] direct and see how much they would charge and are estimator said he would also call are 3rd party company and include that cost in estimate, customer decided to go with are 3rd party company, and due to circumstances we ended up doing the disassembly on load day.2. Regarding damaged items claimed by customer: as of the date of receiving this Revdex.com customer complaint, this is the 1st that we are hearing about any damage to items during this move. We have forwarded the proper web site for the customer to file a claim with [redacted]. The [redacted] claim department will handle the claim and send them out the proper forms once customer makes initial contact with them.3. Regarding Packing & 3rd party service charge: The $291.00 3rd party service charge is for both disassembly & reassembly, since are 3rd party service company did not perform the Origin Disassembly service we will be crediting back customer the origin 3rd party charge of $127.00.Also we will be crediting $24.81 back to the customer for carton, packing & unpacking cost of the bed. 4. Regarding delays: Are standard arrival time for origin is 8-10am. Due to the shuttle needed for loading and us needing to rent a smaller truck the rental facility did not have one available even though we were assured that they would have one they did not until 11am and customer was notified so we arrived at 12 noon to start loading.And in regards to Destination/Delivery are required delivery dates were Oct. 02-25 and we arrived for delivery on Oct.09 well before the last day of the required delivery dates.Regarding 3rd party service delay at destination: Even though are 3rd party service was not Regarding customer service complaint: We here at Gold Medal Moving place customer satisfaction and quality service above all else. We try to work with all customers to settle any concerns or complaints in a fair and timely manner. Unfortunately, in this instance things did not get handled as quick as they should and we have apologized.Response from are 3rd party service company [redacted] to customer regarding destination service complaint. “They were a bit shocked because this is one of their best tech's and never had this problem. Someone from [redacted] should be reaching out to you shortly. I never had this happen so I apologize and hope nothing serious has happened”.Response to 3rd party service charge: When are estimator went to do survey he explained to the customer that we do not service certain items do to liability on items such as [redacted] adjustable beds, are estimator never told customer “ you would be pissed if it was damaged” he just told them we do not service them, the customer told my estimator they had a couple other estimates but they were internet estimate’s and not visual and my estimator told them that the online mover’s would not tell customer of the charge until day of move, customer said that they could call [redacted] direct and see how much they would charge and are estimator said he would also call are 3rd party company and include that cost in estimate, customer decided to go with are 3rd party company, and due to circumstances we ended up doing the disassembly on load day. 5. Regarding damaged items claimed by customer: as of the date of receiving this Revdex.com customer complaint, this is the 1st that we are hearing about any damage to items during this move. We have forwarded the proper web site for the customer to file a claim with [redacted]. The [redacted] claim department will handle the claim and send them out the proper forms once customer makes initial contact with them 6. Regarding Packing & 3rd party service charge: The $291.00 3rd party service charge is for both disassembly & reassembly, since are 3rd party service company did not perform the Origin Disassembly service we will be crediting back customer the origin 3rd party charge of $127.00.Also we will be crediting $24.81 back to the customer for carton, packing & unpacking cost of the bed 7. Regarding delays: Are standard arrival time for origin is 8-10am. Due to the shuttle needed for loading and us needing to rent a smaller truck the rental facility did not have one available even though we were assured that they would have one they did not until 11am and customer was notified so we arrived at 12 noon to start loading.And in regards to Destination/Delivery are required delivery dates were Oct. 02-25 and we arrived for delivery on Oct.09 well before the last day of the required delivery dates.Regarding 3rd party service delay at destination: Even though are 3rd party service was not performed on the day of delivery it was performed and completed the next day on Oct. 10th.Sincerely,[redacted] Gold Medal Moving and Storage [redacted]performed on the day of delivery it was performed and completed the next day on Oct. 10th.Sincerely,[redacted] Gold Medal Moving and Storage [redacted] [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I still have not received a check from the business. Please follow up with Lillian at Gold Medal Moving.

Regards,

Business

Response:

Gold Medal processed and mailed out the refund check on 1/14/2016, we let the shipper know. According to our bank she has received and cashed the check. Again we are sorry for any inconvenience this may have caused and appreciate your patience in this matter.

Review: This company moved me from my [redacted] home to my new location in [redacted] they hired a 3rd party handle the preparation and re-installation of my Samsung washer and dryer. All of my property (household goods and furniture) were kept in storage by them from Jan. 22nd till delivery on March 3rd. When I tried to use the washer for the first time it was totally out of line. It vibrated so much it moved at least a foot from it's location and was jumping about 4-5" off the garage floor. When I notified them of the situation they had the 3rd party company return and adjust the washer. They indicated that one of the struts had come loose during transit and they corrected the situation. It still vibrated (although not as much) but on the next use the entire machine was smoking (smelling like rubber or electrical fire). I pulled the power and notified the company again of the situation. At this point they told me "do you think it's our fault that the washer isn't working?". YES I DO. They did make arrangements to have another company, contacted by their insurance carrier I believe to come out and inspect the washer on Apr. 10th. They arrived and indicated that all 4 struts were damaged and not working within normal parameters and that the rubber liner was burned and torn and needed to be replaced. The company approved the ordering of these parts and replacement. They were ordered and I waited for installation. This took place on Apr. 25th. The repairman installed all the parts and the results did not change. In fact in my opinion while watching the testing, they were worse than before. The smoke from the inside of the washing drum was choking. I immediately contacted the insurance contact and told them as well as the technician telling them that the problem was not corrected. I received a return call from the insurance company stating that Gold Medal Moving and Storage would not authorize any further repairs. I paid for full insurance with zero deductible.Desired Settlement: I want the washing machine fixed, replaced or the current value of the washer as a refund if they are not going to honor the insurance that I purchased. I don't care if they think they didn't cause the damage or not. The washer and dryer were working perfectly for the last 5 years, till they moved them.They need to honor the contract that I have with them and pay for the repairs.

Business

Response:

Our company send back our 3rd party service after the washer had been initailly reconnected to this customer's home to rebalance because he had complained that the washer was still off balance. He then called again and said that the washer was smoking when going into a spin cycle and then once again we sent out a repair company to look at the washer and the tech replaced a suspension piece for the customer. After this was done the customer called again and said that the washer was not working but during a conversation with tech had with Mr. Burns, Mr. Burns and the tech stated they could not find any major external damage that woudl have casued this problem. The customer also indicated that this washer was also 5-7 years old and maybe it was time to replace it.

This experience was a nightmare, Gold medal are only professional in the sense they charge you for services.

For the sake of briefness I won't list every issue but here is the gist. We moved from OC California to Houston Tx & asked for packing & delivery. We have previously moved from Scotland so we were pretty realistic about the standard of service we expected.

The packing I would compare to asking your worst enemy to do it with the provision they couldn't smash anything. The packing was haphazard with anything thrown in together ie dumb bells & ornaments. Unpacking was disheartening & frustrating as you saw crushed boxes, books, unprotected pictures, chipped furniture, broken toys, despite using wardrobe boxes our clothes were all creased from being crushed in etc

Laterly we felt we needed to watch them packing after seeing things like the kettle & trash can being packed together and noticing items left in every cupboard even when in plain sight. A TV, pictures on the wall, toys all left. They brought no ladder to check high shelves etc.

They had obviously crammed the shipment into the smallest space without consideration of the time it would be in the truck or the heat. As a result plastics including on the motorbike were twisted. Totes had been broken from too much weight on them & finding boot marks on your belongings including the toddler's booster seat gets old quick. There were too many issues to list but if you want your expensive sports items shoved into your kitchen trash bin then this is the company.

We were phoned late afternoon the day before the packing of the truck to say it had broken down & wouldnt be between 8-10am as agreed but 11-1pm. Even when we said this was unacceptable as we wouldn't be out in time to hand back keys & would face fees from landlord there was no offers of a solution from Gold Medal only repeated claims to phone us back & half hearted they would try to get us out in time. They repeatedly didn't phone back & didn't get us out in time.

Our delivery was suppose to arrive between sat-tues but got a phone call Thursday saying truck was having issues & we will be delivering wed. Only when we insisted this wasn't acceptable & demanded a refund if this was the case did they agree to look at it again. My husband explained he needed a decision as he was scheduled to take a business trip which he would need to cancel if delivery was delayed. Again kept saying they would phone us back with a solution & didn't. By the end of the day, when we called, the best they could offer was late Tuesday & finish unloading on Wednesday. When we wouldn't agree they said they would phone us Friday & didn't. Not until we phoned, mid moving states on Monday did they confirm the delivery on tues.

The moving guys told us they had been instructed to make a delivery before us & we could just wait. Clearly there was no truck issues, it would appear it's there excuse they use to shoehorn in more business regardless of customer inconvience or added expense.

We were left with someone else's box which I had to chase them to collect with repeated phone calls/emails.

We were left to dispose of our own boxes & wrapping after 6 phone calls to Gold Medal & Stevens to find out who collects them. No one knew or bothered to sort it.

Have given feedback to Stevens & written a complaint to both Stevens & Gold Medal & heard nothing. Once they have your money they don't care and they don't phone you back. The only time I have seen them respond is to positive reviews on here.