GPS Moving & Storage

After receiving an email from Mrs*** on 5/31/I realized a claim had been submitted prior to me taking over claimsI apologize for the misunderstandingI have contacted our claims department for further info regarding the *** claim submitted and will be in touch once I have information to provide the customer. I would like the opportunity to view any photos/videos of the damages needing to be repaired or receipts to any repairs that been paid for in advancePer my email to Mrs*** I asked she give me until the end of week to gather details and get back to herMrs*** has been very helpful and made herself available if I needed further info from her
We will make sure to resolve this matter in a timely manner and pay for any damages to furniture or property caused by GPS Moving staff
Thank you for your patienceI will be in touch soon
GPS MOVING & STORAGE

We recently moved from CA to TNI contacted several moving companies and chose GPS
I am very happy that I did
Tammy was greatShe walked me on the phone to decides what we would be moving
The estimate was surprisingly accurateThe final price was very fair
There were a few schedule changes necessary due to changing closing dates on my home
Tammy always did her best to accommodateHer earlier reviews that I read were right on
However the ones on the drivers and helpers were dead wrong Different groups on each side of move and
they were both outstanding Hard working and caring teams that did a great jobNothing broken or lost
They were all very professional and very friendly
I highly recommend GPS to everyone!
Thanks, Bruce

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response received from GPS is a slap in the face considering that a claim was filed with *** *** *** and the settlement was approximately $*** *** *** will not cover the cost of the damage to the house or the repair of the disassembled refrigeratorGPS Movers is trying to skirt the issue of not completing their contractual agreementThis is a completely unacceptable and enraging response
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
In regards: GPS MOVING COMPANYI am not satisfied, because what was said about my daughter treating them is a lie, they have been untruthful sense the beginning of my contact with themis not true because they continued to speak with the both of us the hold time we were on the phone with *** and ***And I *** *** called the office to enquirer about the $increase told by *** to call the driver (***), he stated he does not make up the pricing it came from the office(GPS) and to give them a callI called back and *** called the driver told him to put in truck everything that was boxed up could be put on the truck and she told my dad she was doing him a favor sense, the company increased the price.I am not satisfied, because what was said about my daughter threatening that is a not true, they have been untruthful sense the beginning of my contact with themIf *** and *** felt threaten, than why did continue to speak with us for mins to an hourAnd I *** *** called the office to enquirer about the $increase told by *** to call the driver (***), he stated he does not make up the pricing it came from the office(GPS) and to give them a callItems they assured would be put back the same way it was taken down was notI have missing items I continue to ask about no response. And the way they have treated me horribleThere are to many damaged, missing, and broken thingsAlso, the untruth stated in response email GPS Moving CompanyThe repair guy, said they must have been throwing the washing machine aroundThere was no care takenThis why I am not satisfied, I want my things the way they were when they picked them upI was told one of the reasons for the $increases was because of my two nightstands, something about over sized, but never ask me measurement themAnd it does not show the bring not for the increase*** threaten me by holding my items hostage. Thank you,*** ***

Thank you for taking the time to write with your concern in regards to your relocation to TexasI am truly sorry for any inconvenience you went through Here at GPS we do our best to accommodate the needs of our customersWe do handle your move from start to finish Again we are very
sorry if this caused you stress but GPS Moving made sure to make all appropriate arrangements to meet your needs to the fullest We are deeply sorry that this happened with your belongingsWe here at GPS always do provide basic liability insurance free of chargeHowever basic insurance is very basic, we do inform our clients of this and do provide an option to purchase additional insurance for full replacement valueAs for the missing items Gps dispatch has launched an investigation to locate these items Again we apologize for this inconvenience, please feel free to reach out to us if you would like to discuss further resolution options Respectfully, GPS Moving Team

We will be happy to work directly with the customer to resolve this issuePlease contact us at your convenience. Respectfully, GPS Moving ***

Dear MrsH*** you have informed us of the issue as it had occurred, every phone call and email was answeredGPS Moving began an immediate investigation on the matterThe driver did have an injured leg and had hired men to assist with the delivery processBeing that the delivery was taking a
little longer, your friends and family members stepped into HELPThe driver did compensate of them financiallyRegarding other friends and family members helping was at their own doing and was not essential GPS Moving has offered in good faith an additional $compensation for the time they invested to help out. In addition to this a claim was also sent to you for any additional concerns you would like to have addressedPlease submit the claim form when you are ready so we can proceed with a full assessment of compensationAgain, thank you for bring your concerns to our attention We encourage our customers to contact us directly so we can come to a quick resolution to whatever the concern or problem may beHere at GPS we pride ourselves on customer serviceRespectfully, GPS Moving Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
THIS RESPONSE FROM GPS IS NOT FAIR AT ALL FOR A CUSTOMERIF THEY DONT FIND THE DINING TABLE LEGS THEIR OPTION FOR ME IS TO GIVE THE EXACT AMOUNT OF $ THAT IM CLAIMING FOR, FOR ALL THE LOSSES AND DAMAGEs, OR FIND ME THEIR OWN CARPENTER TO REPAIR THE LEGS OF MY DINING TABLE HERE IN ROANOKE , VIRGINIA AND SHOULDER THE EXPENSES AND PAY THE REST OF MY CLAIMSI HAVE VIDEOS AND PICTURES ON MY PHONE OF ALL MY THINGS SENT THRU THEIR MOVING COMPANY.Thank you

GPS was AMAZING!! I've done 8 military moves & this one was the easiest. BEST MOVE EVER!
Ms. [redacted], Mr. [redacted] and the moving crew were very personable & friendly.
The moment I called [redacted] she made me feel as thought we were friends and she genuinely cared. She really listened and answered every tiny question - and I had a million. She worked with the whole time. She followed up and followed through. [redacted] has great customer service and a perfect attitude.
The moment [redacted] set foot in my door, I knew this was the right moving company. He was honest, informative, sincere and friendly. I was amazed at all the tips he gave me about packing. He was very polite to me and my kids.
The moving crew was great! Professional, clean, fast and friendly.
My stuff beat me from California to Texas. I was amazed at how fast it got there. My boxes and furniture were in great condition upon arrival.
GPS took great care with my fragile items.
If I ever have to move again it is GPS all the way!
Thanks, [redacted] 

GPS Moving would first like to apologize for the furniture that was damaged during the duration of the move. After looking over Mr. & Mrs. [redacted] file our records indicate no claim was submitted. Although we allow up to 60 days to submit a claim we would like to re-open the [redacted]...

file and allow proper claim to be filled out and returned within 7 business days from time it has been received. I will send a claim form via email and U.S. mail our claim. This will give the [redacted]'s the opportunity to address the damages and provide any photos, videos, or receipts regarding each item and/or repairs that was done inside the property while the movers brought in your belongings. If you have any questions regarding your claim, our Claims Dept info included in your email/attachment. Please contact them directly if you have any questions or would like to check the status of your claim. Again we do apologize for any inconvenience this may have caused. Once we receive your claim please allow up to 30 days for claim to be processed and thoroughly investigated.  Thank you for your time & patience, GPS Moving & Storage

This was a very disappointing experience. To begin with, the initial estimate was seriously underestimated, which resulted in a 2 day pack and load, and the actual cost being 3 times what the initial estimate was. There were items that were packed that should have been left, as well as electronic and glass items being packed with no additional protection and in a manner that resulted in breakage or being inoperable. It almost appeared that if we were not observing the boxes being packed, then the items were just put into a box with little regard as to what may happen during transit. The box labeling resulted in each box having to be opened at our destination to verify the location.

If the consumer would have purchased insurance on the move, we would have the insurance company come out and scheduled a repair. However, this is not the case. We feel that the estimate for repair that consumer is filing is grossly overestimated. We are kindly requesting that she acquires 2 more written estimates and forward it to our office. Thank you

On 1/11/16 a consultant met with Mrs. [redacted] and performed a
thorough walk through of each room and put together an accurate list of items
according to what the customer would like shipped including 30 file boxes. All
our quotes are...

guaranteed and binding according to the list of items which each
customer is sent a copy via email. Mrs. [redacted] received her quote from her
onsite visit the next day on 1/12/16. Included is the information listed below
to show the customer all the items requested to be shipped and should there be
any changes they should contact us to make necessary changes.
If you have submitted an inventory list
of your belongings please review the list below to confirm that the information
is correct. Since this list is used to determine your guaranteed and binding
price, please let me know if there are any changes/updates that need to be made
to the list.
On 1/12/16 customer emailed our sales rep to correct some of
the items on her list and was sent a new quote. Mrs. [redacted] contacted us on
1/14/16 and 1/20/16 to update delivery address/email/contact numbers and
discuss discounts. On pick up date 2/29/16 before the move took place our guys
did a walk through and got an actual inventory count. We calculated 152 boxes. When
brought to her attention about her box count she stated she did not say 30
boxes she said there will be 50 boxes. We gave customer additional 20 free
boxes. Now we have 72 additional boxes. Our foreman told customer the
additional cost for the 72 boxes and asked if she would like to ship them.
Customer agreed and continued to sign her contract. All of GPS Moving customers
sign a contract before move begins. On the contract it states “price was agreed
to before move began” with her handwriting and signature.
On delivery date there were some damages to 7 items that
were signed by Mrs. [redacted].  A claim was
submitted. We apologize for any inconvenience or miscommunication between GPS
Moving and Mrs. [redacted]. We are willing to work with her to try to resolve this
matter with both parties being satisfied with the outcome. Since the claim is
in the processing stage we would like the opportunity for the claims department
to finalize this case as the law says.
All GPS Moving customers are welcome to contact us or the
Claims Department if there are any questions or would like to check the status
of their claim.
Thank you for your time and patience,
GPS Moving & Storage

On 1/11/16 a consultant met with Mrs. [redacted] and performed a
thorough walk through of each room and put together an accurate list of items
according to what the customer would like shipped including 30 file boxes. All
our quotes are guaranteed and binding according to the list of items which...

each
customer is sent a copy via email. Mrs. [redacted] received her quote from her
onsite visit the next day on 1/12/16. Included is the information listed below
to show the customer all the items requested to be shipped and should there be
any changes they should contact us to make necessary changes.
If you have submitted an inventory list
of your belongings please review the list below to confirm that the information
is correct. Since this list is used to determine your guaranteed and binding
price, please let me know if there are any changes/updates that need to be made
to the list.
On 1/12/16 customer emailed our sales rep to correct some of
the items on her list and was sent a new quote. Mrs. [redacted] contacted us on
1/14/16 and 1/20/16 to update delivery address/email/contact numbers and
discuss discounts. On pick up date 2/29/16 before the move took place our guys
did a walk through and got an actual inventory count. We calculated 152 boxes. When
brought to her attention about her box count she stated she did not say 30
boxes she said there will be 50 boxes. We gave customer additional 20 free
boxes. Now we have 72 additional boxes. Our foreman told customer the
additional cost for the 72 boxes and asked if she would like to ship them.
Customer agreed and continued to sign her contract. All of GPS Moving customers
sign a contract before move begins. On the contract it states “price was agreed
to before move began” with her handwriting and signature.
On delivery date there were some damages to 7 items that
were signed by Mrs. [redacted].  A claim was
submitted. We apologize for any inconvenience or miscommunication between GPS
Moving and Mrs. [redacted]. We are willing to work with her to try to resolve this
matter with both parties being satisfied with the outcome. Since the claim is
in the processing stage we would like the opportunity for the claims department
to finalize this case as the law says.
All GPS Moving customers are welcome to contact us or the
Claims Department if there are any questions or would like to check the status
of their claim.
Thank you for your time and patience,
GPS Moving & Storage

Mrs. [redacted] contents were pickup from her storage unit. All
items were inventoried at time of pickup. The customer was provided copy of
this list.  We had a folding table noted
but there were NO legs listed on the inventory. 
 
In regards to the delivery day, we had a truck that was scheduled
to arrive at her destination just 2 days before the customers’ request. To be courteous
to the customer, we had contacted her and informed her that we can ship at this
time or wait for the next truck and due to X-Mas and New Years it might be
delayed a little. She chose to go with the earlier delivery.  Yes, the truck didn’t arrive on the exact date,
as this is a cross-country move and arrived just a few days after (customer was
informed ahead of time)
 
We still accepted the claim that was submitted by the client
and processed it. The customer had agreed to basic liability insurance of .60
pppa.  According to this agreement GPS
Moving is obligated to pay the customer $48.00. However, GPS Moving always goes
above our obligation and offered a compensation of $210.00.  The customer feels this is not enough…we had
informed her that she could also contact out third party arbitration program
through American Moving and Storage Association.
 
 
GPS Moving staff has always shown respect and clear communication
with the customer.
 
Respectfully,
GPS Moving

Mr. P[redacted] and GPS Moving have found a suitable resolution to this issue.

Moving cross country was very scary. I was not sure what to expect but the
girls in the office just made my family and I feel so comfortable and we're
very please with the service we got from beginning to end. [redacted] was amazing
and gave us so many tips on how to save. The movers worked so hard and were
very respectful. The great thing about GPS Moving was on pick up day before
any work was done [redacted] came in and reevaluated our inventory and let us know
before we signed any paperwork that our price had went down by a couple
hundred dollars. We were very pleased to hear that. Delivery was just as
great. We had no damages and the guys did such an amazing job even having to
shuttle our belongings to Manhattan. We would not have been able to make
this move possible without the help from GPS Moving. From start to finish
they were on top of our needs and completed the move with quality work and
great customer service. We would recommend GPS Moving to any of our friends
and family moving cross country. Thank you GPS employees for making our new
journey in the big city an amazing start.

Thank you for taking the time to write with your concern in regards to your grandfathers relocationIt was a very challenging day for everyone involved.At time of estimate your grandfather was in communication with several moving companies, so I am not sure if some of the information was...

crossed.While on a conference call with your grandfather and mother - she questioned your grandfather did you review the list of moving items he said "no, I just looked at the price". Clearly there were items in the home that needed to be moved and boxes to be packed that were not mentioned like, washer, dryer, "night stands" - that were not standard night stands but actually 2 very large tall dressers part of the headboard. Having to deal with these issues and going back and forth caused a move that should have taken only 3-4 hours turn into a much longer day. We had helped in many ways to accommodate the situation by packing 2 china boxes and 7 wardrobe boxes free of charge and committed to a guaranteed date and time for delivery.To address the delivery time/ payment. Both your mother and grandfather were informed verbally and in written form what the payment options are. However the payment was not ready in proper form. The payment was collected in the form he prepared.  I am happy to hear that you and your family were pleased with the moving crew. Customer service is EVERYTHING in running a business! Unfortunately, once your mother started threatening me and my staff by saying "I will come down there and show you what I am all about" at that point I refused to continue in communicating and requested only to speak with your grandfather on speaker so the entire family can hear.Again I truly apologize for the stress caused to your grandfather. A claim form has been provided and based on the basic insurance you have in place you will be compensated according to that. Respectfully,...

GPS Moving takes full responsibility and is working directly with the client to resolve all issues.

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.GPS’s continues to misrepresent several facts in their response to my complaint, in order to justify adding additional costs onto the original guaranteed price that I agreed on.
The first false statement in their response was what they claimed happened during the visual inspection on January 11th, when GPS sent [redacted] to my home to do a walk through. He went through every room of my home and garage and noted my entire household inventory. I had a stack of file-sized boxes flattened out on the floor of my garage, which I had planned to use in packing smaller items. [redacted] asked how many there were and I estimated approx. 30-50 boxes. I also had a number of plastic bins that were going to be used to pack items, as well as a stack of additional empty product boxes in a corner I had planned to use (which would hold TVs, microwave, vacuum,etc.). At that stage of my move I had no way of estimating how many boxes it would take to pack up my entire house, as I am not a professional mover. That is the job of the moving company professional to estimate how much space my items would take. At no time did I ever state that my entire household would require only 30 boxes, as [redacted] falsely claimed. He also told me on 1/12/16 that the delivery time for items going from the West Coast to the West Coast would take 5-7 days. The movers on moving day also gave me this time frame. In reality, it took them 12 days to transport furniture 2 states away, and when I reminded them of the time frame [redacted] gave me he claimed that he told me it would take up to 21 days. This is a blatant lie.
Another false statement they made in their response to my complaint was that I contacted them on 1/12/16 in order to correct some items on my list. The truth is that after the walk through inspection, A** added an additional $450 to my original quote, and submitted an updated inventory list WHICH WAS EXACTLY THE SAME as the original one I had provided to [redacted], the sales rep who had provided the original quote. I sent [redacted] an email questioning how they could justify adding $450 to the original quote when nothing had been added to the original inventory list. (I have retained a copy of that email exchange.) [redacted]’s justification for the price increase was that he said the bookcase and queen bed were bigger than expected, and that I had more plastic bins than what I had listed on my original inventory. A queen-sized bed has standard dimensions, and I had not misrepresented the size of the oak bookcase to K[redacted] because I told her it was oak with five shelves. I conceded that I might have miscounted the number of plastic bins, but didn’t feel that a few extra bins justified adding $450 to the quote. After haggling with their sales rep, they adjusted the $450 additional price increase down to $222, which I agreed to pay. My contract clearly states it is a guaranteed price, which was not to be exceeded.
Despite this guarantee in writing, on the morning of the move, after the movers had taken almost all my furniture and items downstairs preparing to load them onto the truck, I got a call from [redacted]. He told me that there were over 100 boxes and that I had told him I only had 30 boxes, so it was going to cost me an additional $742 more. My original guaranteed price was $4600, and it was now going to cost me $5342.56. I was very upset and got into a heated argument with him. But since I had to vacate my apartment by the next day and since the utilities were being turned off and I had a one-way non-refundable ticket to Washington, I HAD NO OTHER OPTIONS AT THAT LATE DATE BUT TO ACCEPPT THESE ADDED CHARGES. There was no way I could have gotten another moving company out at the last minute to take these items and GPS knew that. They had me over a barrel.
The movers took 12 days to deliver items that were two states away. When they arrived and opened the moving truck, I was shocked to see how many things they had piled on top of one another; some 10 layers deep. Despite padding the furniture, almost every item of furniture got damaged or destroyed.  The leg on my bed’s headboard snapped in two because of the weight placed on top of it (valued at $250), and had to be throw out. A $39 floor fan snapped in two and also went in the trash. My bathroom étagère ($89 value) was broken in three pieces and had three big chunks of wood missing from the broken pieces. The top portion of my computer desk had broken off and come apart from the bottom (which I had just bought second hand for $59 four months prior), as had the top portion of a wooden curio cabinet (valued at $139). A $150 oak bookcase had a 6” gash in the wood in the lower right corner. A leg on my entertainment center (valued at $120) was broken.  There were gashes on the front and side of my wooden TV cabinet ($100 value). There was a piece from a hand-painted folk art stool that was broken, which is invaluable and irreplaceable. The socket on my floor lamp was broken which I paid a handyman to repair ($20 an hour, plus the part.) The movers also lost several items; a step ladder ($25 value), a large roll of bubble wrap ($29 value); a box containing my rechargeable vacuum cleaner had come apart and was missing the cord ($59 value that is unusable without a cord); a metal pole from my shoe rack was missing ($69 value, which I can’t find a replacement for); a caster was missing from a utility cart ($55 value, which I cannot find the right size caster in order to replace them). A leg from my couch was removed by the movers and lost. I have not yet gotten this fixed.  Many of the plastic storage bins were crushed from the weight piled on top, and several handles broke off so that they no longer close.
GPS fasley claimed that only 7 items were damaged. I sent GPS a copy of the claim form I sent to their claims company, Anthem Claim Management, showing color photos of everything that got damaged or broken and lost (I included a similar item to what was lost), so GPS is well aware that the damage was much more extensive than only 7 items, as they claim in their response. 
I stand by my original complaint and request that they honor their original $4600 guaranteed price.
Regards,
[redacted]