Household Logistics Reviews (%countItem)
Household Logistics Rating
Address: 2112 S Congress Ave STE 201, Palm Springs, Florida, United States, 33406-7670
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The staff at Household Logistics are Amazing. They did an excellent job with our move, which included a lot of antique furniture. The items they packed were well protected and arrived in perfect condition. One small piece of trim came off an antique desk (clearly old, loose glue), and they brought the trim piece in and handed it to me. Many movers wouldn't have even noticed it, much less "hand delivered" it.
We had one piece of furniture to be delivered to a furniture dealer, and the scheduling became complicated. I cannot thank Household Logistics enough for their patience and flexibility in making this happen. We received excellent service for a very fair price. We will definitely use Household Logistics for our next move
"Avoid this Company at all cost" You will be ***
Household Logistics are brokers, that give you reasonable estimates by cubic feet in their contract which states the 1st payment as the down payment and the 2nd payment plan of 50% and the final payment 50% on delivery. Days later the Moving Company Pioneer Moving & Storage called me gave me the date for pick-up. At pick-up all my items were taken out and so called evaluated for cost of cubic feet, my bill went from $ 1500.00 an estimate with the same items with Household Logistics to now over $3,000.00 with the Pioneer Moving Company that they assigned to move me.
My items had already been taken out and now instead of the 50% at pick up Pioneer wants 70% down over $1600. I reported this to Household Logistics and was told that after speaking with Pioneer that was price gouging, I would receive a credit in the amount of $ 612.00 and at delivery it would be a balance $ 114.00. Needless to say, that didn't happen. When my items were delivered days later ,I was told by the Pioneer moving company ,if we didn't pay the full balance plus the additional charge for more than 75 feet an extra $100.00 our belongings would go to storage then get auctioned off.
We contacted Household Logistics to straighten out this dispute and was told by our direct contact person that the credit is now null and void! Even though they emailed me the credit!
We had to call the police due to Pioneer Moving company using profanity and racial annotations to make sure there would be no physical altercations.
This was the most horrific racist, unprofessional experience that I had in my life. Household Logistics has no morals or integrity... This is your warning!
"DON'T DO BUSINESS WITH THIS COMPANY".
We apologize that you were not pleased with your experience. Section 8 of your signed contract states the customer has elected a 'binding' price. The total cost will not exceed the estimated amount; provided, however that the customer provides Household Logistics with an accurate description of the items listed on their inventory to be moved, and a correct list of additional services needed. You had additional costs due to an increase in volume and you needed packing services. We were in constant communication with you throughout the course of your move and apologize for the experience you had with Pioneer Moving and Storage. We understand you are frustrated however, both companies reached out to you via phone and text message to refund you and your daughter refused it. We were more than happy to compensate for your frustrations as promised. If you have any other questions of concerns, please call our customer service department at XXX-XXX-XXXX.
Buyer Beware!!! This company Household-Logistics is not what you want to move with. They are not a moving company. They choose the lowest price moving company they can find so they can make the most profit. We moved out of state and the salesman told me it would be 3 days from the time it was picked up and delivered to my new address. 5 weeks later we still did not have our stuff. After they have your money, they don't care at all. 6 Weeks later we had our stuff damaged, stuck with a higher bill than originally quoted, and were missing a flat screen TV that was never "found". ADVICE: Go with an actual moving company & not a broker!!!!
We apologize that you were not pleased with your experience. Section 13 of your signed contract states all pickup and delivery windows are not guaranteed. You were delivered in 3 weeks from your pickup date which is a normal time frame. We were in constant communication with you throughout the course of your move. We understand you are claiming damages and you have been provided a check already for compensation. We reviewed your paperwork and no television was found on your inventory list, it was never moved. Also, all additional fees were agreed upon and signed off by you at pickup before moving forward with the move. This occurred because the move was bigger than previously discussed with our coordinator at Household Logistics. (The move more than doubled in size). This was previously discussed with you when signing your contract. If you have any other questions of concerns, please call our customer service department at XXX-XXX-XXXX.
In my experience with Household Logistics I can't find a single positive thing to say about them as a moving organization. I was quoted a price and I paid a $800+ deposit. I was told a team would call me to confirm my inventory, I never received a call. In the contract email I was given directions saying I would hear from their team 48 hours prior to the first available day, never heard a thing. I then called them to ask "what's going on?", I was told a truck will be there tomorrow, no truck showed. They told me oops we made a mistake. Said "we will have a truck there in a week." I said thats too late, I had informed them at the time of contract that I had to leave town by a certain date so that I could drive cross country to my school orientation. The new pickup date was past the date that I needed to leave for my drive. My deposit was not refunded and I was forced to rent a UHaul and drive 2600 miles towing my car. Do not trust this company. They are a third party broker not an independent moving company and have no control over the trucks and cannot guarantee any dates and you deposit will not be refunded. I reserved my date 3 months in advance and gave them a 2 week window of availability for pickup.
We apologize that you were not pleased with your experience. Section 13 of your signed contract states all pickup and delivery windows are not guaranteed. We were in constant communication with you every step of the way and acting on your behalf to resolve the delay. Both parties agreed upon a new pickup window and later you elected to cancel your move. Our cancellation policy is stated in your signed contract as well as on the credit card authorization form. We have tried reaching out to you to discuss this matter. Please call our customer service department at XXX-XXX-XXX, we would be happy to assist you further.
You were not in communication every step of the way. I never received my 48 hour prior to first available day call. I never received a phone call to finalizing the inventory. I had to call and ask where my truck was. I then had to reach out to ask where my first truck was after it did not show. Only upon you dropping the ball did you call me to communication. Regarding cancellation, you made it clear that I would loose my deposit. I accept that. I made it clear in an email in January that I would write about my experience. I also indicated an alternative arrangement, if you would like to take me up on it please respond to any email.
I just recently moved from Lafayette Louisiana to Strasburg Virginia with Household Logistics and had an amazing experience from start to finish. I was wary at first due to some of the negative reviews but my representative was open and honest throughout the process and due to the fact that moving can have a lot of variables and things can potentially not work out for everyone for my experience personally everything went very well! I had a pickup at my apartment complex that required Household Logistics proof of insurance in order to reserve my elevator for my move and they ensured that everything was set up for that to happen. The movers were very polite and did a great job wrapping all my furniture and upon delivery they even setup my bed frames and head boards in my kids rooms! I would highly recommend Household Logistics to anyone moving long distance. Thank you!
It was an absolute pleasure coordinating your move Mr. We genuinely appreciate the positive feedback and hope you and your family are enjoying your new home in Strasburg. Best of luck and warm regards from the from the team at Household Logistics.
Household Logistics (broker) and *** (moving company) gained from this business, but I, as the customer, suffered.
I was extremely disappointed by the service provided by Household Logistics (broker) and *** (moving company) for my recent and only moving experience (partial move)
- When the pick up driver arrived, I was frustrated by the poor initial estimation by Household Logistics. The storage capacity quoted to me (300 cf) by *** was only able to cover 65% of the inventory list I initially provided. The QA dept was suppose to call to go over inventory (see attached email), but no one did. Consequently, I had to abandon the remaining 35% items I had planned to move because otherwise I would have been charged with $675 for an additional 150 cf space.
- I was appalled by the lack of communication by *** when coordinating arrival for pick up all the way to delivery. I was informed that they would call and provide updates, but I had to be the one constantly calling them. Inconveniently, it was so difficult to get a hold of anyone even during business hours.
- I was outraged by the delivery driver *** as I was stood up two different times on Tuesday (12/17) and Thursday (12/19) to his eventual arrival on Saturday (12/21) at the final destination. It was so hard to reach him via phone and his number was not set up with a voicemail either.
- The worst part was that I was unpleasantly surprised by the unforeseen expenses that were not clarified in the beginning due to the lack of transparency. The truck that picked up my stuffs at the origin was a 26' truck (It might have been a 20' truck; I don't remember). If an 18-wheeler is used for a long distance moving, then it is unlikely that it would fit in an apartment complex. Transfer to a smaller truck near destination would be required and that I should have been informed! Inconveniently, this happened on a Saturday afternoon and everyone who is in charge was out of office. Since this news arose, every steps forward were always conducted based on threats related to extra costs. I ultimately paid $400 for a transfer to a smaller truck. I was also charged with additional $75 because my unit at the destination is on a second floor when the contract I had with Household Logistics clearly specified that "There will be no charge for the first flight of stairs at either the origin or destination". Then again, I was threatened that if I did not pay the $75 fee for an extra flight, they would have not given me my stuffs.
- Additionally, once they were done, they just took off and did not reassemble my furniture, per the contract, either
- Last but not least, my 55" TV broke and that it is not covered.
When my stuffs were picked up at the origin, I was informed that any issues onward would be dealt with ***. When an issue occurred, I called them, but I was unpleasantly referred back to Household Logistics.
The above matters have caused financial hardship, not to mention emotional distress.
Both Household Logistics (broker) and *** (moving company) gained from this business, but I, as the customer, suffered.
Additional details:
Job/order no: LXXXXXXX
Problem date: 12/21/19
Payment 1, 11/11/19: $675.65 (credit card)
Payment 2, 11/26/19: $662.18 (money order)
Payment 3, 12/21/19: $662.18 (money order) and $475 (cash)
- Compensation for the remaining 35% items (queen mattress bed/box/bed frame, garbage can, and ladder shelf; a total of approx $500 value) I had to abandon due to poor space/storage estimation - Refund of $400 for the unforeseen expense I was not warned - Refund of $75 for the fee due to additional flights, contrary to the contract - Compensation for the broken 55" TV ($450 value)
To whom it may concern, We hope to provide some clarity to the above listed complaint in the following response. Throughout the course of the customers move we were in constant contact with them. On11/11/2019 the customer did his initial estimate with the moving coordinator and his moving was projected to be roughly 300cf. On 11/21/2019 our customer service representative reached out to the customer to go over the move. She got no response so left a voicemail for the customer. On 11/25/2019 the customer spoke to our customer service representative to go over the details of the move and give them a time frame the drivers would be at their destination the following day for pick up. At this time all details were gone over with the customer on our end, however the customer did not disclose with us there was any additional items. Had there been addition items added there would have been another fee regardless. 11/26/2019 the customer called in and spoke with customer service again stating that she had some additional items and was worried they would not be able to fit. The complaint states they had to "abandon the remaining items" however that is not the case. The customer stated they did not want to pay additional money therefore the foreman said they were going to load 300cf and show them to see if they wanted to continue. Our contract states in section 8. The customer has elected a 'binding' price. The total cost will not exceed the estimated amount; provided, however that the customer provides Household Logistics with an accurate description of the items listed on their inventory to be moved, and a correct list of additional services needed. The customer has requested to have an estimate provided for his/her household goods, in accordance with 49 CFR 371.XXX (X). The customer agrees to waive a physical survey of the household goods, and alternatively agrees to receive a binding estimate, based upon the provided item inventory list of all property to be transported. If any additional items/cubic footage, packing services, or labor are added at the origin or destination of the customer quoted, the customer shall be charged for these services at the governing tariff rates. The customer understands that Household Logistics has a 275 cubic feet minimum on all shipments. Any shipment below 275 cubic feet, will be charged at the 275 cubic feet rate. The price includes all fuel surcharges, tolls, item load and unload, basic disassembly and reassembly of standard furniture items. It also includes, up to 75 feet long carry at origin and destination, and one flight of stairs (up to 12 steps) Elaborate furniture items that must be disassembled and/or reassembled, may require a third-party service or additional labor, and should be disclosed to your estimator and included on the estimate. The disconnecting and reconnecting of appliances is not included in the price. Reassembly is subject to the availability of tools, and parties being available to connect. The packing and unpacking of boxes is only included in the estimated price, if they are itemized in the packing/unpacking section of the estimate. All materials for labor of undisclosed items will be extra.) This section can also be referenced for the customer's complaint in regards to the addition cost for stairs. After the first 12 stairs, the carrier will be charged. The customer's complaint is also stating they were upset about delivery with We Care for You. It was explained to the customer that the delivery spread for household goods per the Department of Transportation for his mileage was 4-21 business days, ergo, he was delivered well within the timeframe allotted be a federal governing authority. (Additionally, please see section 13 of the customer's signed agreement with Household Logistics - ("13. All pick-up, load, and/or delivery dates, are only estimates. Household Logistics is not responsible for loss or damage incurred by unavoidable delays. Household Logistics will act on the behalf of the customer in resolving any claims, or delay issues, with the carrier. There are absolutely no guarantees made, expressed, or implied regarding pack, load, and/or delivery dates.") The $400 shuttle fee was also gone over in the signed contract with the customer in the section titled Additional fees and Accessorial Services. (If not included within the agreement, professional packing services are not included. However, it is at the discretion of the mover at the time of pickup to determine if items will require professional packing services. In these instances, additional charges will be applied. These items include, but are not limited to the following: televisions, mirrors, glass tabletops, wall art, contents within dresser drawers, etc. Packing supplies such as bubble wrap, shrink wrap, boxes, etc. are not included. Items being transported that are non-stackable, are considered Bulky items (kayaks, motorcycles, pianos, ATV's). A bulky item charge will apply for those non-stackable items, as deemed by the mover at the time of pickup. If there is more than one flight of stairs at your origin and (or) destination which require the movers to transport items beyond the first flight, there will be a charge of $75 per additional flight. There will be no charge for the first flight of stairs at either the origin or destination. Most movers within the Household Logistics network perform the pickup and delivery using a tractor trailer (18-wheeler). Drivers must have the ability to park within 75 feet at both the origin and destination points to avoid long carry charges. Depending on the size of the job, long carry charges may occur. If the tractor trailer cannot park within a reasonable distance, shuttle services may also be required.)
The customer's complaint goes on to say he has a damaged 55" TV as a result of the move. Unfortunately, damages sometimes do occur. The customer elected standard cargo liability insurance for their move. The customer is entitled to file a claim for these damages. Household Logistics would be happy to provide the customer with contact information to begin filing a claim.
We do apologize for any inconvenience this may have caused, however Household Logistics was in the confines of our contract, there was no breach of contract therefore we do not see the customers desired resolution as fair.
(The consumer indicated he/she DID NOT accept the response from the business.)
The following is my response:
The voicemail on 11/21/19 was a response from the voicemail I had left. Please see attached screenshot of transcription from this voicemail, in which it says "... I guess you had some questions and I was just reaching out...". This voicemail was not to go over the details of the move, but rather a response from the voicemail I had left earlier. In that voicemail, I had asked when I can expect a call from the Quality Assurance rep who was supposed to go over the move with me.
On 11/25/19, I spoke to a representative who informed me that the mover was going to come on the 26th, but we never went over the inventory list to see whether or not they would fit the quoted space. The main problem was that the 300cf quoted to me was never going to fit everything that I supplied in the initial inventory list (see Binding Moving Estimate) to begin with, which I found out during the day of the move when *** and *** Care For *** actually went over the inventory. The day of the move was the only time anyone had gone over the inventory, unlike what was stated in the Thank You email (attached) I received. I had to abandon the remaining items because it financially did not make any sense to me to spend additional $675 for the remaining items valued approximately $500.
The $400 shuttle fee was nowhere to be found in section titled Additional fees and Accessorial Services (see Binding Moving Estimate). Driver had the ability to park within 75 feet at the destination, but they never attempted to do so.
As previously stated On 11/21/2019 our customer service representative reached out to the customer to go over the move. She got no response so left a voicemail for the customer. On 11/25/2019 the customer spoke to our customer service representative to go over the details of the move and give them a time frame the drivers would be at their destination the following day for pick up. At this time all details were gone over with the customer on our end, however the customer did not disclose with us there was any additional items. Had there been addition items added there would have been another fee regardless.
The consumer is claiming that the voicemail we left was in response to one that he previously provided. This shows a line of communication between both the consumer and Household Logistics. Again, he was in communication with our company and still did not provide us with the additional details for the upcoming move via telephone, email or voicemail.
We understand the consumer feels the original estimate was never going to fit however it was discussed with Household Logistics and the correct space was reserved with We Care for you.
The $400 shuttle is listed under additional fees and accessorial services (Most movers within the Household Logistics network perform the pickup and delivery using a tractor trailer (18-wheeler). Drivers must have the ability to park within 75 feet at both the origin and destination points to avoid long carry charges. Depending on the size of the job, long carry charges may occur. If the tractor trailer cannot park within a reasonable distance, shuttle services may also be required).
We apologize again for any inconvenience this may have caused, however Household Logistics was in the confines of our contract, there was no breach of contract therefore we do not see the customers desired resolution as fair.
(The consumer indicated he/she DID NOT accept the response from the business.)
Household Logistic claims that the customer did not disclose that there were additional items. However, the quote below clearly disclosed all 33 pieces
The quote included a list of 13 items, 33 pieces. (Reference: page 6 of binding moving estimate):*1 bed queen (mattress and box spring)
1 book shelf
20 box
1 dresser
*1 garbage can
1 mirror
*1 shelf
1 sofa, sectional 2-piece
2 suitcase large
1 TV stand
1 TV 15-32"
1 TV 33-60" 1 coffee table
The actual descriptive inventory included 33 items:
1 book shelf
20 box
1 dresser
1 mirror
1 sofa, sectional 2-piece
2 suitcase large
1 TV stand
1 TV 15-32"
1 TV 33-60" 1 coffee table
1 small suitcase
2 bins
1 vacuum cleaner
Household Logistics provided poor and inaccurate estimate. During loading, there was no space available to place the 3 items in the quote (indicated with above). Instead, the remaining space available was used to place the last 3 items, indicated with *** above. There is clear evidence that these 2 sets of three-item are not comparable in size or value, and the second set (as denoted by *** above) were inconsequential items that did not need to be delivered by the movers. As such, there was NO additional items to be disclosed.
Household Logistics did not establish proper communication line to confirm the accuracy of the inventory list. Household Logistic claims that there was a line of communication. I would like to re-iterate that the communication was initiated by myself as the customer, and NOT by Household Logistics. The Quality Assurance department failed to call 3-5 days before the pick up date to go over the inventory and made sure it is as accurate as possible.
The loss I have incurred from discarding the originally quoted items (denoted with above) resulted from Household Logistics' poor communication and inaccurate estimate. I am asking for a compensation for these items.
Regarding the $400 shuttle fee, I would like to re-iterate that this number does not exist in the estimate. Had the actual fee (or range of fee) was explicitly listed or at least clearly stated, I would not have gone with the provider as this was an undue financial burden. Instead, We Care For You took an executive decision about the additional cost and this was not covered in the binding estimate. Hence, I am also asking for a compensation for the $400 shuttle fee.
After reviewing Mr.' s estimate and comparing it to the Bill of Lading contract with We Care For You, the customers complaints are not valid. The customer was not up-charged for more items he was originally quotes at 300cf and it remained the same the day of the move because he did not want the price to change. It is absurd and unreasonable that he's asking our company to pay for the items he did not wish to ship himself. There was an addition $26.40 because shrink wrap for needed during his move.
As previously discussed, our contract states in section 8. The customer has elected a 'binding' price. The total cost will not exceed the estimated amount; provided, however that the customer provides Household Logistics with an accurate description of the items listed on their inventory to be moved, and a correct list of additional services needed. The customer has requested to have an estimate provided for his/her household goods, in accordance with 49 CFR 371.XXX (X). The customer agrees to waive a physical survey of the household goods, and alternatively agrees to receive a binding estimate, based upon the provided item inventory list of all property to be transported. If any additional items/cubic footage, packing services, or labor are added at the origin or destination of the customer quoted, the customer shall be charged for these services at the governing tariff rates. The customer understands that Household Logistics has a 275 cubic feet minimum on all shipments. Any shipment below 275 cubic feet, will be charged at the 275 cubic feet rate. The price includes all fuel surcharges, tolls, item load and unload, basic disassembly and reassembly of standard furniture items. It also includes, up to 75 feet long carry at origin and destination, and one flight of stairs (up to 12 steps) Elaborate furniture items that must be disassembled and/or reassembled, may require a third-party service or additional labor, and should be disclosed to your estimator and included on the estimate. The disconnecting and reconnecting of appliances is not included in the price. Reassembly is subject to the availability of tools, and parties being available to connect. The packing and unpacking of boxes is only included in the estimated price, if they are itemized in the packing/unpacking section of the estimate. All materials for labor of undisclosed items will be extra.) This section can also be referenced for the customer's complaint in regards to the addition cost for stairs. After the first 12 stairs, the carrier will be charged. The customer's complaint is also stating they were upset about delivery with We Care for You. It was explained to the customer that the delivery spread for household goods per the Department of Transportation for his mileage was 4-21 business days, ergo, he was delivered well within the timeframe allotted be a federal governing authority. (Additionally, please see section 13 of the customer's signed agreement with Household Logistics - ("13. All pick-up, load, and/or delivery dates, are only estimates. Household Logistics is not responsible for loss or damage incurred by unavoidable delays. Household Logistics will act on the behalf of the customer in resolving any claims, or delay issues, with the carrier. There are absolutely no guarantees made, expressed, or implied regarding pack, load, and/or delivery dates.") The $400 shuttle fee was also gone over in the signed contract with the customer in the section titled Additional fees and Accessorial Services. (If not included within the agreement, professional packing services are not included. However, it is at the discretion of the mover at the time of pickup to determine if items will require professional packing services. In these instances, additional charges will be applied. These items include, but are not limited to the following: televisions, mirrors, glass tabletops, wall art, contents within dresser drawers, etc. Packing supplies such as bubble wrap, shrink wrap, boxes, etc. are not included. Items being transported that are non-stackable, are considered Bulky items (kayaks, motorcycles, pianos, ATV's). A bulky item charge will apply for those non-stackable items, as deemed by the mover at the time of pickup. If there is more than one flight of stairs at your origin and (or) destination which require the movers to transport items beyond the first flight, there will be a charge of $75 per additional flight. There will be no charge for the first flight of stairs at either the origin or destination. Most movers within the Household Logistics network perform the pickup and delivery using a tractor trailer (18-wheeler). Drivers must have the ability to park within 75 feet at both the origin and destination points to avoid long carry charges. Depending on the size of the job, long carry charges may occur. If the tractor trailer cannot park within a reasonable distance, shuttle services may also be required.)
The customer's complaint goes on to say he has a damaged 55" TV as a result of the move. Unfortunately, damages sometimes do occur. The customer elected standard cargo liability insurance for their move. The customer is entitled to file a claim for these damages. Household Logistics would be happy to provide the customer with contact information to begin filing a claim.
Attached you will find the customer original estimate (signed and agreed upon terms and conditions) and then his documentation with We Care for You in which he has again signed and agreed to all terms on moving, packing, the stairs and long-carry fees. The customer was asked to fill out a move survey form in which he signed and said his move went good. At this point in time after the unloading of all goods, and services were rendered he should have provided his opinions and complaints.
We do apologize for any inconvenience this may have caused, however Household Logistics was in the confines of our contract, there was no breach of contract therefore we do not see the customers desired resolution as fair. However, we are willing to offer the customer $100 refund to close this case.
This email serves as my acceptance of a refund of $100 by the business owner.
I will contact the business myself regarding the claim for the broken TV.
Thank you.
Regards
RUN, REPEAT, to put it blatantly they BLOW at moving and RIP OFF is the NORM. BUYER BEWARE, you have been warned.
Misquoted on moving costs at 3084.30 and upon pickup, rebooted at over 8000.00
7-1-19 received estimate from moving company rep Colin Jenkins. inventory reviewed via zillow.com as residence was on the market and viewable online. 1166.45 deposit paid with 958.95 due at pickup on 7/30 and balance due on delivery 8/2. 7/29 Called to ask about a final walkthrough with Sherline Jones and was told it would be done the day of pickup. Informed her that I had more boxes than the estimated 30-40. 7/30 movers arrive with 26ft truck with 2 families already loaded ad wanted to load mine and pickup another load after me. was informed the my furniture would not fit for the allotted space. Received a new quote for over 8000.00 vs the original 3084.30 and could come back the next day to pickup. On the phone with Sherline Jones for multiple calls to try and resolve. Drivers said they could not continue to keep waiting because they had another job to pickup. Explained that I could not afford that amount. I never sent the drivers away as I was trying to find a solution as I was closing on my house the next day. was informed they could not refund my deposit as requested by me. She offered to refund 300.00 only. Explained that Colin Jenkins had seen my furniture and the size via zillow.com. Movers stated that the 3 bedrooms alone would not have fit in the allotted space requested by Household Logistics. I feel this was a total misquote and I should be entitled to a full refund of my deposit of 1166.45. I had to scramble at the last minute and get help to load a U-Haul that I had to rent and find someone to drive it to Texas from Illinois.
Requesting my deposit of 1166.45 from Household Logistics
To whom it may concern,
The customer's complaint is stating that she was misquoted, resulting in additional charges. At the time of booking the customer provided her sales representative with the items to be shipped and the services to be provided. Her rep built out a quote based on the information he was given, and sent her the documents for review. Her electronic signature on the documents is evidence and acknowledgment that she agreed to the inventory they had discussed. The customer's original estimate based on that inventory reflected a total space/weight reservation of 591 cubic feet/4140 lbs. Household Logistics dispatched a 26' box truck to facilitate her move which is capable of hauling 1800 cubic feet/12,600 lbs. Upon arrival the foreman on site did a required revision of her original estimate, due to the fact that she had a lot of additional items to ship that were not disclosed to her representative at the time of booking. The customer also had additional packing services that needed to be completed to ensure safe transport of her goods. Per section 8 of the signed and agreed upon contract, additional undisclosed space/weight/items and/or packing services will be subject to additional fees.
***8. The customer has elected a 'binding' price. The total cost will not exceed the estimated amount; provided, however that the customer provides Household Logistics with an accurate description of the items listed on their inventory to be moved, and a correct list of additional services needed. The customer has requested to have an estimate provided for his/her household goods, in accordance with 49 CFR 371.XXX (X). The customer agrees to waive a physical survey of the household goods, and alternatively agrees to receive a binding estimate, based upon the provided item inventory list of all property to be transported. If any additional items/weight, packing services, or labor are added at the origin or destination of the customer quoted, the customer shall be charged for these services at the governing tariff rates. The customer understands that Household Logistics has a 2000-pound minimum on all shipments. Any shipment below 2000 pounds, will be charged at the 2000-pound rate. The price includes all fuel surcharges, tolls, item load and unload, basic disassembly and reassembly of standard furniture items. It also includes, up to 75 feet long carry at origin and destination, and one flight of stairs (up to 21 steps) Elaborate furniture items that must be disassembled and/or reassembled, may require a third-party service or additional labor, and should be disclosed to your estimator and included on the estimate. The disconnecting and reconnecting of appliances is not included in the price. Reassembly is subject to the availability of tools, and parties being available to connect. The packing and unpacking of boxes is only included in the estimated price, if they are itemized in the packing/unpacking section of the estimate. All materials for labor of undisclosed items will be extra.***
The foreman estimated that she had nearly a full truck on site and provided her a revised estimate of $8600. Household Logistics was in direct contact with the customer, and carrier assigned to the move, and made scheduling adjustments to free up an exclusive truck to service her move the following day. In addition, our customer service department negotiated pricing down from $8600 to $6500, as well as offering her a discount of $250 then $300 from her original deposit. We made every effort possible to keep this move affordable and within the customer's budget, to no avail. The customer denied service and sent the movers away. Per section 19 of the signed and agreed upon contract, the customer's deposit is deemed non-refundable.
***19. As the customer, I understand that a service refusal, or denial of service, either verbally, in person, or over the phone, will be treated as a late cancellation, outside of the company's set cancellation window. I understand that refusing or denying services, will result in a forfeiture of my deposit. As the customer, I understand that claiming, services not rendered, requires a written statement, explaining in detail, Household Logistics's failure to service the job. This completed statement must be emailed to ***@household-logistics.com. I understand that a cancellation made within 7 business days of the scheduled pick-up date, will also be treated as a late cancellation and result in a forfeiture of the deposit, as a carrier has already been assigned and dispatched. As the customer, I understand that if I book my move within 7 business days of the scheduled pick-up date, the 72-hour cancellation window will be null and void.***
We do apologize for any inconvenience this may have caused, however can not offer a refund of the deposit at this time.
Complaint Response Date bumped because: Holiday
(The consumer indicated he/she DID NOT accept the response from the business.)
The representative *** from Household Logistics that took my information over the phone seen the furniture that I had to be moved. the movers said the furniture alone would not fit in the allotted space. If recorded call could be reviewed, this fact can be confirmed. As he seen the inventory on Zillow.com as the house was listed on the market. That is a substantial difference in price. The only additional items that I had was boxes and I called *** from Household Logistics to notify of the additional boxes. Her response was the movers would verify on pickup day. I never sent the movers away. They said they could not wait any longer while I was disputing the new price with *** on pickup day. All of this should be on a recoded line for verification. I still believe I am entitled to a full refund for misquoted information and inconvenience. Please advise
I had recieved a quote for $2600 for them to move my things out of my apartment. When the truck loaded up the furniture they charged me $4,100.
I had received a quote from House Hold Logistics to move all of my furniture and 20 boxes for $2,600. When the movers showed up they loaded about 3/4 of the furniture and said that we took up all of our space that we had reserved on the truck. So I said please load all of the furniture and tell my how much more it will be. After they loaded all the furniture they ended up charging me an additional $2,500 bringing the total to $4,100. When I was quoted for the entire move $2,600. The mover did not take the 20 boxes that was agreed upon. I went a rented a uhaul truck so I wouldn't be charged another $2,000. I have called the company multiple times to get this resolved and they still haven't helped me on getting any money back. On top of being charged extra the movers did not treat out furniture with any respect. The broke our love seat, my daughters toy chest and they lost all the nuts and bolt to my daughters bed which they never assembled they slammed our furniture on the ground a punched holes in our brad new tile as well. On top of that the movers who were moving the furniture in were harassing my wife telling her to hurry up on where to put the furniture. We hired movers to make our move less stressful but instead the movers and the company have made our lives even more stressful. I tried to get the quote that they had given me so I can attach it but they said they cant give it to me. The customer services as well has been very rude to us. we tried to fil a complaint with the company and they said it wasn't there problem and they would hang up on us. My wife who is the nicest women was so frustrated and extremely angry. I am hoping that filing this out will give us some help cause not only was I ripped off $2,500 I have to pay an additional $1,200 to get our furniture fixed and our new tile in the house fixed. On top of this the delivery date that we agreed upon was 10/25/2019 and the truck didn't show up till 10/28/2019. We had to purchase a hotel for the nights the truck didn't show up. Using movers has been a terrible experience and we will never do it again because we quite frankly got ripped off. as I said earlier I would submit the quote I had received but it got lost during our move and the company will not give another copy. I have submitted picture of some of the damage to our furniture and tile. Please help us get some money back.
I would like a refund of $3,800 because of the furniture that was broken the tiles in our house that are broken and the extra $2,500 that i was over charged and they didnt even shipp what was agreed upon.
To whom it may concern,
The customer's complaint states that he contracted with Household Logistics at a price of $2600 to facilitate his long distance household move. The signed and agreed upon estimate dated 10/16/19 does support his claims with a total moving price of $2613.22. This quote was generated with his moving coordinator on 10/16 and gone over in detail, including verifying the inventory which had a total of 37 pieces.
On 10/21/19, the quality assurance department reached out to the customer to go over all the details of the upcoming move which is standard operating procedure. At this point, the customer added an additional 12 pieces to his inventory, then signed off and agreed to a revised estimate price of $3622.26. The inventory was again verified and deemed accurate by the customer.
On 10/23/19, the movers arrived to service the job. At this point the foreman did another revised estimate on site because the customer was shipping a total of 92 pieces. The revised estimate totaled $4100. The customer added 55 pieces to the original inventory that he provided on 10/16/19. The price he was given for the revised estimate was below industry standards considering he more than doubled his original inventory. The foreman on site did everything he could to keep the pricing down considering the circumstances.
The pricing that is estimated at the time of booking is based on an accurate inventory of items to be shipped. This is clearly stated in section 8 of the signed and agreed upon contract.
***8. The customer has elected a 'binding' price. The total cost will not exceed the estimated amount; provided, however that the customer provides Household Logistics with an accurate description of the items listed on their inventory to be moved, and a correct list of additional services needed. The customer has requested to have an estimate provided for his/her household goods, in accordance with 49 CFR 371.XXX (X). The customer agrees to waive a physical survey of the household goods, and alternatively agrees to receive a binding estimate, based upon the provided item inventory list of all property to be transported. If any additional items/cubic footage, packing services, or labor are added at the origin or destination of the customer quoted, the customer shall be charged for these services at the governing tariff rates. The customer understands that Household Logistics has a 275 cubic feet minimum on all shipments. Any shipment below 275 cubic feet, will be charged at the 275 cubic feet rate. The price includes all fuel surcharges, tolls, item load and unload, basic disassembly and reassembly of standard furniture items. It also includes, up to 75 feet long carry at origin and destination, and one flight of stairs (up to 12 steps) Elaborate furniture items that must be disassembled and/or reassembled, may require a third-party service or additional labor, and should be disclosed to your estimator and included on the estimate. The disconnecting and reconnecting of appliances is not included in the price. Reassembly is subject to the availability of tools, and parties being available to connect. The packing and unpacking of boxes is only included in the estimated price, if they are itemized in the packing/unpacking section of the estimate. All materials for labor of undisclosed items will be extra.***
The customer's complaint goes on to say that he had some damages as a result of the move, and that the crew conducted themselves in an unprofessional manner. Household Logistics only contracts with licensed, bonded, and insured carriers. Although the goal is to ensure safe arrival of every customers household goods, unfortunately damages do sometimes occur. Upon booking, and on the day of pick up, the customer elected standard cargo liability insurance. The customer is entitled to file a claim for these damages. The conduct of the crew has been addressed with general manager of the carrier assigned to the move, and under further review. Household Logistics will gladly provide the customer with contact information to begin the claims process if needed.
The customer is also stating that they had to purchase a hotel room because the agreed upon delivery date wasn't met. Household Logistics and all moving companies for that matter, do not guarantee delivery dates. The delivery window that is provided for moves traveling 1-500 miles is 1-5 days. This is to take into consideration inclement weather conditions, mechanical breakdowns, road construction, remote pickup or drop off locations, difficult or limited lanes of travel, etc., there are no guaranteed pick up or delivery dates and/or times. This is clearly stated in sections 5 and 13.
***5. As a properly licensed, interstate moving coordinator/shipper/agent/broker, Household Logistics is not a motor carrier and will not transport an individual customer/shipper household goods but will coordinate and facilitate the transportation of household goods by any FMCSA authorized, motor carrier, who's charges will be determined by its published tariff. All estimated charges and the final actual charge will be based upon the carrier's tariff, which is available for inspection, upon reasonable request.
Household Logistics does not guarantee any pick-up or delivery dates, under any circumstances. Household Logistics agrees to facilitate a carrier to move your household items as promptly as possible, and in accordance with the information provided, regarding your items moving from origin to destination. Due to situations beyond our control, such as, but not limited to, inclement weather, mechanical breakdowns, road construction, remote pickup or drop off locations, difficult or limited lanes of travel, etc., there are no guaranteed pick up or delivery dates and/or times.***
***13. All pick-up, load, and/or delivery dates, are only estimates. Household Logistics is not responsible for loss or damage incurred by unavoidable delays. Household Logistics will act on the behalf of the customer in resolving any claims, or delay issues, with the carrier. There are absolutely no guarantees made, expressed, or implied regarding pack, load, and/or delivery dates.***
We apologize for any inconvenience this may have caused, and in a good faith attempt to resolve the matter, would like to offer the customer a $100 refund to help with the costs of their hotel stay.
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all the Quality Assurance People for Houselhold Logistics did the inventory wrong. I told them exactly what I had. When the movers arrived they were stickering everything in site including all the legs of the chairs all the pieces of the beds. also the movers did not take the 92 pieces that they said they inventoried. The Movers only took the two beds 1 tv our nightstand. it came out to 33 pieces they actually took. I went and rented a uhaul truck to haul the rest of our stuff. OK if you look at the attached files you will see that there are inventory stickers that were taken off of boxes and pieces. The total inventoried items taken was 32. If you look at the other attached files you will see one paper that was brought by the movers and it has written in pencil the number of items taken off the moving truck which was 32. In another attached file you will see that I paid a total of $1700 which would mean that when the truck was delivered I was only needing to pay $1026.16. When the movers got to our house they sad we needed to pay $1090.47. Someone in there company did not update the paper
work.
Just so you know I have been calling for month to household trying to get this resolved. I have the paper work showing only 32 items put on the truck and 32 items taken off the truck. I will not accept being scammed especially when people are rude and wont call me back. I had been speaking to a lady at household her name is *** and she tried to get the Operations Manager to call me but he would never call me back . I do not accept this companies response and I want a refund of $2800.00 for my trouble
We are currently awaiting clarification including supporting documentation from the carrier at this time. Upon receipt a response will be issued.
This review gets 1 star only because you could not choose ZERO. I have worked with the public for 30+ years and never have I seen a company run with such criminal intention. Everything they tell you is a *** by omission or direct comments. They *** about everything. Their customer service is a lady on her cellphone. This company is very crooked!!! HIRE ANYONE ELSE IN THE WORLD!
This company tried to scam me and did not adhere to their contract terms. In addition, they tried to make me pay double what I was originally quoted.
I was given a quote for an interstate move by Household Logistics and told the price would not change. I even signed a contract that stated the price would not change. I was told the moving company would arrive on 6/29/19 or 6/30/19, they would load up, and drive a max of 400 miles per day until they arrived at the delivery location. The 29th came and I was not contacted by anyone, so I called to see when the movers would arrive. I was told they would be there on 6/30. When the 30th came, still no one showed. Eventually, I was told they did not know when they would be there. Unfortunately, I needed to be at the delivery destination to close on a house I bought, so I had to get on the road. They told me that would be fine as long as someone was there to let them in when they arrived. Finally, after I got to Minnesota, I was told that someone would be there on 7/3/19 to load up my belongings. When they finally arrived, they called and told me that it would cost double the amount I was quoted because there were a ton of hidden charges and they stated that the quote I was given was not enough. In addition, he told me they did not take anything that was not in a box. This included my chairs, bagged clothing and linens, and a few other items that would not fit in a box. I was also told that they did not deliver my belongings. Instead, it would be brought to a carrier company, loaded onto another truck, and delivered in 14 business days. None of this had been mentioned when I received my quote. I had already paid $891 for a deposit and was told they remaining would be paid after it had been delivered. When the mover was at the pick up location, I was told I would need to pay another $2500 just to get them to start loading. And another $2500 at delivery. My original quote was for $3000. I told the mover that I would need to call the broker to figure out what the price increase was for before he started. He then told me that he was going to leave and abandon the job. When I was finally able to get ahold of someone at the broker company, they told me the mover did, in fact, leave and abandon the job. At that point, I told them I did not trust them and that I would fly back to Louisiana, rent a truck myself, and complete my own move. Household Logistics still has my entire deposit and refuses to refund me any of it or any of the additional cost/time I ended up spending because I was lied to and scammed.
I would like all the money I put down for my deposit refunded. Also, if possible, I would like Household Logistics to be held responsible for repayment of the money I had to spend to purchase the plane tickets to get back to Louisiana from Minnesota as well as the cost of fuel to drive back up a second time, the cost of the rental truck I had to purchase, and the cost of my hotel stays.
To whom it may concern,
The customer is stating that there was a delay in his scheduled pick up which was the case. Unfortunately there was mechanical issue with the truck assigned to his route and the truck was taken out of service for repairs. Household Logistics did however reroute another truck to avoid a service failure and ensure the pick up of the customer's belongings. This was communicated to the customer and he did agree to have someone present at pick up to sign off on the paperwork. The signed and agreed upon contract does state in sections 5 and 13 that pick up and delivery dates or times are not guaranteed.
***5. As a properly licensed, interstate moving coordinator/shipper/agent/broker, Household Logistics is not a motor carrier and will not transport an individual customer/shipper household goods but will coordinate and facilitate the transportation of household goods by any FMCSA authorized, motor carrier, who's charges will be determined by its published tariff. All estimated charges and the final actual charge will be based upon the carrier's tariff, which is available for inspection, upon reasonable request.
Household Logistics does not guarantee any pick-up or delivery dates, under any circumstances. Household Logistics agrees to facilitate a carrier to move your household items as promptly as possible, and in accordance with the information provided, regarding your items moving from origin to destination. Due to situations beyond our control, such as, but not limited to, inclement weather, mechanical breakdowns, road construction, remote pickup or drop off locations, difficult or limited lanes of travel, etc., there are no guaranteed pick up or delivery dates and/or times.
13. All pick-up, load, and/or delivery dates, are only estimates. Household Logistics is not responsible for loss or damage incurred by unavoidable delays. Household Logistics will act on the behalf of the customer in resolving any claims, or delay issues, with the carrier. There are absolutely no guarantees made, expressed, or implied regarding pack, load, and/or delivery dates.***
The customer's complaint also states that he was ensured that his price would not change. This is the case provided the customer supplies Household Logistics with an accurate estimate of the items to be moved and the services to be provided at the time of booking. Unfortunately in this case, not only did the customer have additional items to be moved, but several items needed to be properly packed to ensure safe arrival of his goods upon delivery. This is clearly outlined in section 8 of the signed and agreed upon contract.
***8. The customer has elected a 'binding' price. The total cost will not exceed the estimated amount; provided, however that the customer provides Household Logistics with an accurate description of the items listed on their inventory to be moved, and a correct list of additional services needed. The customer has requested to have an estimate provided for his/her household goods, in accordance with 49 CFR 371.XXX (X). The customer agrees to waive a physical survey of the household goods, and alternatively agrees to receive a binding estimate, based upon the provided item inventory list of all property to be transported. If any additional items/weight, packing services, or labor are added at the origin or destination of the customer quoted, the customer shall be charged for these services at the governing tariff rates. The customer understands that Household Logistics has a 2000-pound minimum on all shipments. Any shipment below 2000 pounds, will be charged at the 2000-pound rate. The price includes all fuel surcharges, tolls, item load and unload, basic disassembly and reassembly of standard furniture items. It also includes, up to 75 feet long carry at origin and destination, and one flight of stairs (up to 21 steps) Elaborate furniture items that must be disassembled and/or reassembled, may require a third-party service or additional labor, and should be disclosed to your estimator and included on the estimate. The disconnecting and reconnecting of appliances is not included in the price. Reassembly is subject to the availability of tools, and parties being available to connect. The packing and unpacking of boxes is only included in the estimated price, if they are itemized in the packing/unpacking section of the estimate. All materials for labor of undisclosed items will be extra.***
There was also a miscommunication regarding delivery. The customer is stating that he was unaware that his belongings would be loaded on another truck at a staging facility prior to making the almost 1400 mile trip to Minnesota. This is standard operating procedure for long distance moving. We did secure a direct shipment for his initial move dates of 6/1-6/2, but the customer called in requesting to push his pick up dates out to 6/29-6/30. He is also stating that he was told by the driver that delivery would take 14 days. This is a D.O.T. recommended maximum delivery spread for shipments traveling XXXX-XXXX miles. That's not to say that his goods could not have been delivered sooner. As he was advised by the representative at the time of booking, the D.O.T. allows drivers to travel roughly 400 miles per day.
On the day of pick up the customer had additional items, as well as additional packing services that were required. The foreman on site did what is required of him by the Department of Transportation and drafted a revised estimate that included the additional items and services required to complete the move. The customer was very upset and did reach out to Household Logistics for an explanation of charges. We explained to him where the additional charges were stemming from and asked if he'd like us to have the driver return to complete the job at which point the customer refused service. Per section 19 of the signed and agreed upon contract, the deposit was deemed non-refundable due to the details contained herein.
***19. As the customer, I understand that a service refusal, or denial of service, either verbally, in person, or over the phone, will be treated as a late cancellation, outside of the company's set cancellation window. I understand that refusing or denying services, will result in a forfeiture of my deposit. As the customer, I understand that claiming, services not rendered, requires a written statement, explaining in detail, Household Logistics's failure to service the job. This completed statement must be emailed to ***@household-logistics.com. I understand that a cancellation made within 7 business days of the scheduled pick-up date, will also be treated as a late cancellation and result in a forfeiture of the deposit, as a carrier has already been assigned and dispatched. As the customer, I understand that if I book my move within 7 business days of the scheduled pick-up date, the 72-hour cancellation window will be null and void.***
We do apologize for any and all inconveniences this may have caused, however feel that we met all contractual obligations including refunding the customer $300 of his down deposit, contrary to our cancellation policy. The customer also states in his complaint that he hadn't been refunded any amount of his deposit, which is not the case and untrue. The request for reimbursement of accrued costs for hotel stays, fuel, and plane tickets will not be credited because of the fact that the customer willing denied services which ultimately led to these costs.
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by the representative at the time of booking that I had a guaranteed pickup within a 48hr period between 6/29-6/30. I never asked for a 6/1-6/2 pickup.
I gave a very accurate count of all my belongings and was able to fit everything into an 800 cu ft truck when I ended up having to move myself. This is the same estimate I was given when I initially set up the move. So, I'm not sure how I was "in need of additional packing services" or had additional items when it fit with room to spare when I did it myself. When the mover arrived, he told me I would need 1400 cu ft. That is obviously where the inaccuracy lies. Not on my end.
The only reason I eventually denied service was because, over the course of 4-5 days, I was never given a date or time that they would be back out to me. It wasn't until I decided that I could no longer wait and did not trust this company at all anymore, that I was told they could pick up on 7/4. And it was only after I told them that I had purchased a plane ticket to go do the move myself that I was given the date of 7/4. In addition, I was told three different reasons why there was a delay in the first place. The first person said it was due to inclement weather, the second person said the truck broke down, and the third said their driver got held up at another move. Again, I was reluctant trust the Household Logistics any further after this.
Lastly, when I set up this move with the first representative, I was told that the truck my belongings were loaded onto would be the truck that would deliver them as well. I was never made aware that there would be a transfer at any point. It was not until the day the driver showed up that I was told that. I was also told by this same representative that I would be able to contact him at any point during this entire process. I was never able to talk to him again after my payment for the deposit had been collected. As a matter of fact, I was only ever able to talk to two other people that were almost impossible to work with throughout the whole process. Even when I asked to speak to a manager or someone higher up, it was upwards of 3 weeks before I finally got a response back. At which point, I was told that I would only receive $300 of the $900 I put down for my deposit.
This company did not do anything I was promised by their representative. I did not receive any work that I paid for, and I am still recuperating from the time lost and money spent 5 months later. To think that is meeting their "contractual obligations" is absolutely laughable.
I contracted Household Logistics to ship my belongings to Ohio to my daughter's house.
The pick up date was sept 3-4th
it was not picked up till the 10th and some things were left behind ( unless I paid $500.00 more.)
I had to leave before the shipment was picked up.
I was told that I would be compensated $50 per day of delay yet received only $100 credit.
now I have been waiting since then for the delivery. finally I was so happy to hear that the truck would be here. sadly , it was not my belongings on the truck. my stuff was apparently being shipped to Massachusetts. So here I sit in my travel trailer , being here over a month waiting.
I am told each day it will be 1-3 days more.
I am told we cannot find the truck.
I am told no one knows where my things are.
I am told it is some sort of Jewish holiday and we cannot even get the trucking company to answer.
I should have had my things long ago and been gone , back down south to stay the winter ( I live in my travel trailer and cannot winter up north )
I get excuse after excuse yet they want full payment upon delivery.
the ripple effect of their incompetence is enormous.
weather is changing, I missed seeing my sister who I have not seen in 30 years, I have no reservations yet to stay in an rv park.
I should have beeen long gone and all I get are *** stories. I am sure that trucking companies have gps tracking and know exactly where shipments are in this day and age.
Order_Number: XXXXXXX
Delivery billing adjustments made delivery most of all honesty ? that is long gone. what other compensation can a person expect ' i paid a down payment paid another sizeable amount on pick up and they still want another large sum when it ( if it ) gets here. and yet i cannot even get a straight answer '
To whom it may concern,
The customer's complaints are accurate regarding the delayed pick up of his items. We did communicate the delay with the customer in a timely manner and worked with him to make arrangements to have someone available to sign off on the paperwork once the movers did arrive. Upon speaking with the customer he expressed his displeasure with the delay, at which point we offered $100 in compensation for the delay, which has since been refunded to him. Household Logistics does not guarantee pick up or delivery dates as clearly stated in Section 5 paragraph 2, and again in section 13 of the signed and agreed upon contract.
***(5. As a properly licensed, interstate moving coordinator/shipper/agent/broker, Household Logistics is not a motor carrier and will not transport an individual customer/shipper household goods but will coordinate and facilitate the transportation of household goods by any FMCSA authorized, motor carrier, who's charges will be determined by its published tariff. All estimated charges and the final actual charge will be based upon the carrier's tariff, which is available for inspection, upon reasonable request.
***(13. All pick-up, load, and/or delivery dates, are only estimates. Household Logistics is not responsible for loss or damage incurred by unavoidable delays. Household Logistics will act on the behalf of the customer in resolving any claims, or delay issues, with the carrier. There are absolutely no guarantees made, expressed, or implied regarding pack, load, and/or delivery dates.)***
Household Logistics does not guarantee any pick-up or delivery dates, under any circumstances. Household Logistics agrees to facilitate a carrier to move your household items as promptly as possible, and in accordance with the information provided, regarding your items moving from origin to destination. Due to situations beyond our control, such as, but not limited to, inclement weather, mechanical breakdowns, road construction, remote pickup or drop off locations, difficult or limited lanes of travel, etc., there are no guaranteed pick up or delivery dates and/or times.)***
The customer is also stating that some items were left behind which is in fact the case. The reason for that is the customer had additional items that weren't on the inventory that he provided to our sales rep at the time of booking. The signed and agreed upon contract was to move 5 items totaling 24 pieces at a total volume of 275 cubic feet/2000 lbs. The customer had additional items which would take up additional space/weight on the truck therefor the movers were entitled to do a revised estimate on site to account for the additional space/weight reservation. The customer would not agree to the revised estimate to ship the additional items so they were left behind.Section 8 of the contract is also very clear stating that additional items or additional space/weight requirements are subject to additional fees over what was originally contracted.
***(8. The customer has elected a 'binding' price. The total cost will not exceed the estimated amount; provided, however that the customer provides Household Logistics with an accurate description of the items listed on their inventory to be moved, and a correct list of additional services needed. The customer has requested to have an estimate provided for his/her household goods, in accordance with 49 CFR 371.XXX (X). The customer agrees to waive a physical survey of the household goods, and alternatively agrees to receive a binding estimate, based upon the provided item inventory list of all property to be transported. If any additional items/weight, packing services, or labor are added at the origin or destination of the customer quoted, the customer shall be charged for these services at the governing tariff rates. The customer understands that Household Logistics has a 2000-pound minimum on all shipments. Any shipment below 2000 pounds, will be charged at the 2000-pound rate. The price includes all fuel surcharges, tolls, item load and unload, basic disassembly and reassembly of standard furniture items. It also includes, up to 75 feet long carry at origin and destination, and one flight of stairs (up to 21 steps) Elaborate furniture items that must be disassembled and/or reassembled, may require a third-party service or additional labor, and should be disclosed to your estimator and included on the estimate. The disconnecting and reconnecting of appliances is not included in the price. Reassembly is subject to the availability of tools, and parties being available to connect. The packing and unpacking of boxes is only included in the estimated price, if they are itemized in the packing/unpacking section of the estimate. All materials for labor of undisclosed items will be extra)***
The delivery of the items were delayed due to a mix up at the loading facility. We were in constant contact with the customer and frequently requested delivery eta's whenever he requested we do so. As stated earlier, pick up and delivery days and times are not guaranteed. Our customer service staff did request compensation on the customers behalf, however that request was denied by the carrier.
The customer is claiming that he has damaged items and has included photos that support his findings. The customer did have standard cargo liability insurance that is required for all interstate moves. The customer is entitled to file claim for the damages. The customer was provided the contact information for the carrier through which he would need to file claims. In the event that he no longer has the information, he is welcome to call our customer service line at (XXX)-XXX-XXXX and we can provide him with that again.
We would also like it noted, that Household Logistics has terminated all future business arrangements with the carrier that was assigned to the customer's household move due to the details herein, and the overall dissatisfaction of the customer.
We do apologize for the customer's poor experience however feel that we did our job as his shipping coordinator/broker to communicate the delays, including requesting updates regularly, providing him with information for filing a claim for damages, as well as provided him with compensation.
Complaint Response Date bumped because: Holiday