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Heritage Moving & Storage, Inc.

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Reviews Heritage Moving & Storage, Inc.

Heritage Moving & Storage, Inc. Reviews (4)

I recently had a Thompson Heating & Cooling serviceman work on my A/C unit I had originally purchased from them He discovered a bad capacitor and stated he had one on the truck for $*** (enormous rip-off) After telling him to get lost, I purchased one from the store for $*** (incltax) Even the fee for the service call in this area was high at $*** When I called their office, the lady was rude and basically didn't care My entire family will be requiring several new furnace & A/C units in the future...but not buying from here I would recommend they treat their own customers much better and not try to rip them off on parts

In speaking with this customer, she advised me that the only items that had been broken were items that had been packed in boxes. Unfortunately any items packed in boxes by a customer(PBO) are not covered under an insurance policy. We make every effort to transport PBO boxes...

in a safe manner. However we have no control over how or what is packed inside of these boxes. The items that we are not responsible for is clearly outlined in our moving contract that is signed by the customer prior to the start of service (This area has been signed by the complainants husband). There is an area on the moving contract for any remarks regarding damages that has nothing written in it. There is a delivery receipt area that requires the customer to sign indicating that everything was received in good condition. The delivery receipt area has been signed by the complainants husband indicating everything had been received in good condition.
     In regards to any missing items, the customer advised me that she could not locate one screwdriver that had been borrowed by one of the movers. After speaking with the customer, I checked our tool boxes and could not find the one missing item.
     In regards to the time it took to complete the move, we charge an hourly rate based on the number of men and trucks that are involved in the move. The time for the job starts and ends at our office. To go from our office to the first residence (pickup point), then to the new residence, and finally back to our office, mapquest says it should take 57 minutes (Not taking into consideration any traffic issues with I581 or 220S).
     To help resolve this issue, I am willing to reimburse the complainant for 1.5 hours of labor (Splitting the difference between the 9 hours we took and the alleged 6 hours that they took doing their own move). I am also willing to reimburse them for the cost of one screwdriver that they have been unable to locate.

Review: Moving company showed up 2 hours late , very rude and disrespectful - half way through the move they decided it would not fit in the truck and left to get another truck , an hour later returned to finish.. Scratched our brand new dresser, child's TV broken. The move took over 7 hours to complete and it should not have - the owner refused to do anything and was very rude as well. He decided to fix our dresser and that's about it . We feel we should not have been treated that way when we pay a huge amount of money to have a company provide a service . Moving is stressful enough without rude employees moving your personal things.Desired Settlement: I would like to see that we are reimbursed for atleast half of the move cost after enduring what we had to

Business

Response:

We were scheduled to move Ms. [redacted] on 9-12-13 arrival time between 8-8:30am. I had typed the paperwork and printed out map quest for the guys. I was unaware that there are two [redacted] Roads in Roanoke ([redacted] & [redacted]). I printed out the first directions that came up and sent the guys to [redacted]. They arrived at the address and surprised the wrong people at 8:25am that morning. They called the office and we find out our mistake. The guys called Ms. [redacted] and explained the mistake and took off to [redacted]. Ms. [redacted] in the meantime called the office and I talked to her about the mistake. They arrived at approx. 9:35am and did a walk thru of the residence and started the move time at 9:45am. (see attached work order) Ms. [redacted] had booked the move over the phone (no visual survey was done) with Michael Burzynski, Owner of Heritage Moving & Storage, Inc. Ms. [redacted] was combining two residences into a new place with her boyfriend (husband?). From the conversation with Ms. [redacted] and Mike - he scheduled one 26 ft. moving van. When it became evident that the one truck would not hold everything for the new home - [redacted] (the foreman) called Mike at the office and they decided to go back to the lot and get a second truck. Ms. [redacted] called the office and spoke with Mike regarding this arrangement after [redacted] informed her that they were going to leave and get a second truck. Ms. [redacted] said she was unhappy with this situation and asked why they did not send out two trucks to begin with. Mike explained that she would not be charged for the time it took to go get the second truck and told her that everything was under control and not to panic. (One hour was taken off the bill at the end of the move to cover this 2nd truck retrieval time.) The move was finished and the paperwork was filled out including the survey sheet (see attached). Ms. [redacted] called on Friday 9-13-13 to speak to the office regarding her displeasure with the whole experience. I spoke with her for some time regarding (and apologizing) for my typing mix-up the morning of the move; we discussed a scratch on a new dresser; a TV that was not working; and how she thought that one employee ([redacted]) was rude - the other two she said were quiet but nice; she thought Mike was rude to her on the phone in regard to the 2nd truck situation and that she thought it took longer than an hour to get the 2nd truck ... She indicated that the men left at noon and returned at 1:15pm. I again apologized for the mix up in directions and reminded her that although it was very inconvenient for her; she was not charged for any of the mix up time. I told her that I would call [redacted] immediately upon hanging up with her and that he would take care of her scratch; I told her that we were not responsible for the mechanics of a TV since we did not know if it worked prior to the move (see contract for MCU phrase); and I told her that I would reimburse her 1/2 hour more time on top of the hour already taken off the bill if she thought the guys were gone longer than the 1 hour already deducted. The times on the job were from 9:45 am to 5:45 pm (8 hours -1 hour = 7 hours). She said she thought the TV had been dropped and I asked if there was any external damage as most TV's now-a-days are mostly plastic - she admitted that there was no external damage. I asked her if she had it plugged into an active outlet or an outlet that required a switch to turn it on or if it needed to be re-guided to a new cable system? (her new home could offer unfamiliar plugs, etc ... ) She said she thought the TV had been jostled ... I again explained what I could offer her: [redacted]; 1/2 hour more rebate; etc.} She said she wanted to speak to the manager ... I told her that the owner was Mike and I would have him call. He called back later that day after returning from estimates and left a message. Ms. [redacted] boyfriend called back on Saturday and after a discussion with Mike said that what I had offered would be fine. I had already called [redacted] the day before with her information regarding the dresser scratch. I am not sure what Ms. [redacted] is asking for at this point ... She is unhappy with us and we have offered her our solutions... Half of the move cost is very unreasonable and considering that she got services rendered - we feel that this is all we can offer. The bill is definitely not too much for combining two households into one... How does Ms. [redacted] come up with 1/2 the bill being the "acceptable" amount? Sincerely, Leslie Burzynski

Consumer

Response:

I have reviewed the response offer 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: Will not recommend this moving company. A lot of our items were broke or damaged n some way. We also have few small items that are missing. & theses items were not left behind because they were not found @ our old home where we moved from so I can only say that one of the movers took the items when we weren't looking. I just know 4 a fact that these items r now missing. It took 9 hrs for 3 men to move us 20 mins away(from old home to new home). & just 2 yrs b4(w/same amount of stuff) my husband & I along w/his 70 year old father, we moved ourselves w/in 6 hours. So that shud tell u something not right. I'm just glad this is our last move ever! So we never have to worry abt finding a good moving company again. This moving company gets a F + from me.

Business

Response:

In speaking with this customer, she advised me that the only items that had been broken were items that had been packed in boxes. Unfortunately any items packed in boxes by a customer(PBO) are not covered under an insurance policy. We make every effort to transport PBO boxes in a safe manner. However we have no control over how or what is packed inside of these boxes. The items that we are not responsible for is clearly outlined in our moving contract that is signed by the customer prior to the start of service (This area has been signed by the complainants husband). There is an area on the moving contract for any remarks regarding damages that has nothing written in it. There is a delivery receipt area that requires the customer to sign indicating that everything was received in good condition. The delivery receipt area has been signed by the complainants husband indicating everything had been received in good condition.

In regards to any missing items, the customer advised me that she could not locate one screwdriver that had been borrowed by one of the movers. After speaking with the customer, I checked our tool boxes and could not find the one missing item.

In regards to the time it took to complete the move, we charge an hourly rate based on the number of men and trucks that are involved in the move. The time for the job starts and ends at our office. To go from our office to the first residence (pickup point), then to the new residence, and finally back to our office, mapquest says it should take 57 minutes (Not taking into consideration any traffic issues with I581 or 220S).

To help resolve this issue, I am willing to reimburse the complainant for 1.5 hours of labor (Splitting the difference between the 9 hours we took and the alleged 6 hours that they took doing their own move). I am also willing to reimburse them for the cost of one screwdriver that they have been unable to locate.

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