Initial Business Response /* (1000, 8, 2014/08/30) */
This customer was given an Estimate for a 5 hour move based on a specific inventory and location. They were sent a booking confirmation which listed the inventory and clearly stated that our time would start upon arrival at the origin...
location and end when the crew had finished unloading at destination. The flat truck/travel fee is added at the end. The day before the move was to take place, the customer called and added 3 major pieces of furniture, a very large sofa, refrigerator and a dresser and added an additional stop to the move. It was explained that this would cause the move to take longer and result in additional charges. The customer stated this was fine. The crew did not stop for lunch but did make a wrong turn going to the storage unit which had been added. Instead of being a 10 minute drive, it took them 30 minutes to arrive. The full 30 minutes was deducted from the customers bill on the day of the move. The customer refused to pay any additional charges at the delivery for the extra time and asked that we cancel out the final stop at their home. We complied. The move took 1.25 hours over our original 5 hour estimate and that is all that was collected for. Advanced Moving & Storage has responded to a demand letter in regard to the claim on this move and are trying to resolve the issues the customer has raised.
Initial Consumer Rebuttal /* (3000, 10, 2014/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied with the answer because the person that wrote the sent the contract was not there with the movers to observe their behavior. I understand that the company may feel obligated to side with the movers, but in this circumstance the information from the movers is not accurate. They did stop to eat and moved exceptionally slow while moving the furniture, along with persisting to move furniture that obviously would not fit out the front door and in the process destroying the custom curtains.
Initial Business Response /* (1000, 8, 2014/07/22) */
This customer did add a considerable amount of items not originally intended to be moved. We loaded a full trailer for them but some of the items did not fit onto the trailer. The overflow items were held secured in our warehouse until...
the next available truck was going to [redacted] All of the customer's household goods have been delivered to them. Overflow's do occur occasionally on interstate shipments especially when the customer adds to their estimated inventory. As stated before, all items have been delivered to the customer.
When I was looking for an apartment, I stored my boxes and crates with Advanced Moving and Storage. The Advanced Moving team came to my house and packed my furniture specially to avoid damage.
Initial Business Response /* (1000, 8, 2014/10/08) */
This move was scheduled to start between 9-10 am on Sunday June 1,2 2014. We were late arriving to the customer's home by 2.5 hours due to unavoidable circumstances. The movers sent to this customer's home were not inexperienced. While...
one of the mover's had just started with our company, he had 2 years previous experience with another moving company and had just moved into our area. The customer was aware prior to the move taking place that payment was due at the time of delivery in Cash, Cashier's Check or money order and that they would be charged for the actual amount of time the move took to complete based on a 3 hour minimum. The crew collecting at the time of delivery is company policy and we did make sure the customer was aware of this policy both verbally and in writing when the order was placed. The statement that the "management team" routinely under-estimates moves to secure business and then instruct the movers to threaten to place the items in storage is simply not true. Estimates are provided based on inventory reported to us by the customer and then the inventory is sent back to the customer for approval when the service is set up. This customer states they were moving boxes to the front door and then stating the movers were having trouble maneuvering furniture through the house. We specifically train our movers to begin by loading the first floor in order to clear the area before moving items from the upper levels or basement. Having a clear walkway is important. We do understand a customer trying to "help" in order to keep their costs down but often this causes the move to take longer as the customer places boxes, etc. into areas which become congested and difficult to move through. We are sorry this customer was not pleased with their service and are working on processing the claim which was submitted for furniture damage but we cannot refund any of the moving costs.
I would like to thank Advance Moving and storage for the move last week, from the minute they arrived they put me at ease and was very reassuring, and took the stress out of an anxious day. I could immediately see that they had everything in hand and had complete confidence they would get everything moved safely and efficiently. Lovely guys who again were very reassuring and capable, and treated my possessions with great care. Thanks for the great service I received and I am more than happy to recommend Advanced Moving and Storage to any one!
This was a very small commercial job, the movers arrived on time, however since they did not follow my directions and call me when they arrived, it took almost 45 minutes to get all four of them back in the same location and through security - strike one!
Loading went okay, they got everything on the truck, gave them specific directions and then all headed to the new location. They were in front of us on the 1/2 mile drive over and we watched them miss the turn, then while we waited in the parking lot for them, we watched them drive in circles, passing the address at least twice, wasting another 15 minutes - strike two!
They finally made it to the building, we showed them where everything should be unloaded, and as we walked out of the room, two of the young men were whispering - I asked if there was a problem, they replied no, they just had to let their company know that they were going to start unloading. So I said, okay, and went to take care of some other business. Fifteen minutes later I received a call from another staff member informing me that the movers would not unload the truck, actually would not even unlock the truck unless I came down to the loading dock and paid them immediately. WOW - Strike three!!! I told them I did not appreciate their tactics, making me feel like a criminal and holding my belongings hostage. They said they were just "grunts" and just did as they were told. This company had my credit card number from the required advance deposit, and since it was an hourly job, when they required payment, they charged me more than the anticipated time - they did refund the difference upon completion of the job. I've used many moving companies over the years, just never had an experience quite like this one. I would not recommend using this very unprofessional moving company, however if you do, make sure you don't let them convince you to write in .30 per pound as repayment amount for anything they damage - you WILL come out on the short end of that stick. My advice... try anyone but Advanced Moving & Storage!
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Initial Business Response /* (1000, 8, 2014/08/30) */
This customer was given an Estimate for a 5 hour move based on a specific inventory and location. They were sent a booking confirmation which listed the inventory and clearly stated that our time would start upon arrival at the origin...
location and end when the crew had finished unloading at destination. The flat truck/travel fee is added at the end. The day before the move was to take place, the customer called and added 3 major pieces of furniture, a very large sofa, refrigerator and a dresser and added an additional stop to the move. It was explained that this would cause the move to take longer and result in additional charges. The customer stated this was fine. The crew did not stop for lunch but did make a wrong turn going to the storage unit which had been added. Instead of being a 10 minute drive, it took them 30 minutes to arrive. The full 30 minutes was deducted from the customers bill on the day of the move. The customer refused to pay any additional charges at the delivery for the extra time and asked that we cancel out the final stop at their home. We complied. The move took 1.25 hours over our original 5 hour estimate and that is all that was collected for. Advanced Moving & Storage has responded to a demand letter in regard to the claim on this move and are trying to resolve the issues the customer has raised.
Initial Consumer Rebuttal /* (3000, 10, 2014/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied with the answer because the person that wrote the sent the contract was not there with the movers to observe their behavior. I understand that the company may feel obligated to side with the movers, but in this circumstance the information from the movers is not accurate. They did stop to eat and moved exceptionally slow while moving the furniture, along with persisting to move furniture that obviously would not fit out the front door and in the process destroying the custom curtains.
Initial Business Response /* (1000, 8, 2014/07/22) */
This customer did add a considerable amount of items not originally intended to be moved. We loaded a full trailer for them but some of the items did not fit onto the trailer. The overflow items were held secured in our warehouse until...
the next available truck was going to [redacted] All of the customer's household goods have been delivered to them. Overflow's do occur occasionally on interstate shipments especially when the customer adds to their estimated inventory. As stated before, all items have been delivered to the customer.
When I was looking for an apartment, I stored my boxes and crates with Advanced Moving and Storage. The Advanced Moving team came to my house and packed my furniture specially to avoid damage.
Initial Business Response /* (1000, 8, 2014/10/08) */
This move was scheduled to start between 9-10 am on Sunday June 1,2 2014. We were late arriving to the customer's home by 2.5 hours due to unavoidable circumstances. The movers sent to this customer's home were not inexperienced. While...
one of the mover's had just started with our company, he had 2 years previous experience with another moving company and had just moved into our area. The customer was aware prior to the move taking place that payment was due at the time of delivery in Cash, Cashier's Check or money order and that they would be charged for the actual amount of time the move took to complete based on a 3 hour minimum. The crew collecting at the time of delivery is company policy and we did make sure the customer was aware of this policy both verbally and in writing when the order was placed. The statement that the "management team" routinely under-estimates moves to secure business and then instruct the movers to threaten to place the items in storage is simply not true. Estimates are provided based on inventory reported to us by the customer and then the inventory is sent back to the customer for approval when the service is set up. This customer states they were moving boxes to the front door and then stating the movers were having trouble maneuvering furniture through the house. We specifically train our movers to begin by loading the first floor in order to clear the area before moving items from the upper levels or basement. Having a clear walkway is important. We do understand a customer trying to "help" in order to keep their costs down but often this causes the move to take longer as the customer places boxes, etc. into areas which become congested and difficult to move through. We are sorry this customer was not pleased with their service and are working on processing the claim which was submitted for furniture damage but we cannot refund any of the moving costs.
Advance Moving and Storage helped with our move today. They were on time, Professional, and quick. Would highly recommend to anyone moving!
I would like to thank Advance Moving and storage for the move last week, from the minute they arrived they put me at ease and was very reassuring, and took the stress out of an anxious day. I could immediately see that they had everything in hand and had complete confidence they would get everything moved safely and efficiently. Lovely guys who again were very reassuring and capable, and treated my possessions with great care. Thanks for the great service I received and I am more than happy to recommend Advanced Moving and Storage to any one!
This was a very small commercial job, the movers arrived on time, however since they did not follow my directions and call me when they arrived, it took almost 45 minutes to get all four of them back in the same location and through security - strike one!
Loading went okay, they got everything on the truck, gave them specific directions and then all headed to the new location. They were in front of us on the 1/2 mile drive over and we watched them miss the turn, then while we waited in the parking lot for them, we watched them drive in circles, passing the address at least twice, wasting another 15 minutes - strike two!
They finally made it to the building, we showed them where everything should be unloaded, and as we walked out of the room, two of the young men were whispering - I asked if there was a problem, they replied no, they just had to let their company know that they were going to start unloading. So I said, okay, and went to take care of some other business. Fifteen minutes later I received a call from another staff member informing me that the movers would not unload the truck, actually would not even unlock the truck unless I came down to the loading dock and paid them immediately. WOW - Strike three!!! I told them I did not appreciate their tactics, making me feel like a criminal and holding my belongings hostage. They said they were just "grunts" and just did as they were told. This company had my credit card number from the required advance deposit, and since it was an hourly job, when they required payment, they charged me more than the anticipated time - they did refund the difference upon completion of the job. I've used many moving companies over the years, just never had an experience quite like this one. I would not recommend using this very unprofessional moving company, however if you do, make sure you don't let them convince you to write in .30 per pound as repayment amount for anything they damage - you WILL come out on the short end of that stick. My advice... try anyone but Advanced Moving & Storage!
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