Ideal Moving & Storage

Review: My husband and I moved from [redacted]. We paid Ideal Moving over $7,000 to move our belongings. We were assured by the salesperson that everything would arrive in tact and that this was the best company for the job.

When the movers arrived at our new residence, first they asked for an additional $100 to move everything in because it was up stairs. We complied and took no issue with that.

One item was missing (A statue of Moses) and our Organ, which is a family heirloom was broken. The leg was off and there was a chunk out of the bottom. When we contacted the moving company we got promise after promise via email and telephone that their claims department would be in touch and they would pay for the repairs. We got estimates, took pictures and waited patiently while they gave us excuse after excuse. First it was an employee illness, then it was the bad winter, then back to an employee being on vacation. Then they said they would be in touch within 5 days and 5 days came and went. We have several emails from them where they are promising to pay for the repairs and replace the Moses statue. [redacted] kept telling me they would write up a settlement offer and send us a check. That is what we want. We want the check so we can get this family heirloom repaired already. We have been patient long enough. Our patience has run out.

Additionally, we were not difficult clients. They scratched up the wood floors and made holes in the walls moving things in but again, we understood it was a difficult process and did not complain. We are not asking them to pay for those repairs, all we want is what we were promised.Desired Settlement: We want [redacted] to met her end of our agreement and send us a check for the repair of the organ and the replacement of the Moses statue. Just to have the organ evaluated for repair requires a $500 deposit. We sent her written documentation of this. We are not sure what it will cost to repair the organ but we feel $650 is a fair settlement. This $650 would include replacement of the Moses statue as well.

Business

Response:

The monies being asked for by the daughter- was something I said I will request the company to do outside the denied claim.

The customer's wife- accused movers (a [redacted] Mover) of stealing. The mover was fired only for the family to come back and tell us that the items in question were moved to the attic by the son.

The customer was advised about the condition of the organ by the foreman at pickup (made of compressed wood, aged, and worn, might not survive the distance in a trailer) and other items at pickup- please refer to notations in the inventory sheet, but they signed and agreed to have them all moved regardless of their condition and presswood mechanism.

The customer, packed and secured all boxed items and for them to claim they were damaged, is unquantifiable because Ideal did not know the contents or the packing materials utilized to secure any if not all the items. (please refer to notations/remarks in inventory sheet on condition of most items picked up)

Please advise the customer that the good will gesture was being offered because she indicated that their mother was giving them a hard time too and when I spoke to the Management at Ideal they felt railroaded on to a paying for something that the movers had advise the customers against moving.

Nonetheless, the management has agreed to send a $250 check as a goodwill gesture for their business but not as a responsibility on damaged as claimed by customer/family. The check will be mailed out once the customer acknowledges the above and the included documents to be stating facts as per the said move and claim.

Sincerely

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

[redacted],

The check arrived today! How funny, of all days, the day I finally got sick of waiting.

Consider the matter closed.

Sincerely,

I chose Ideal through your [redacted] link. The sales rep [redacted] was patient and understood the needs my young family needed. I am glad I found [redacted] easy to talk too and the crew though came 1 hr late worked with the instructions I gave [redacted]. They were polite to accommodate my 3 stops to our new home. I will refer [redacted] and the crew and glad Revdex.com has a bysiness referal service. Review websites cannot be trusted. I trusted my insticts and the work [redacted] put in to make my move less traumatizing.

Review: I have contract with Ideal moving and storage to move my home from New York to San Antonio TX on 08/**/2013. I was told my items will arrive in TX approximately 5-7 days. However, due to their mistakes, it took them 19 days (delivered on 9/*/2013) to deliver. The company called us on 9/*/2013 and admitted that the driver made a mistake which caused the serious delay. We have to buy temporary mattress, infant crib, infant mattress, cooking ware, dinning set, stay in hotel for 3 extra days etc., which we do not need if we had our delivery on the time as they have promised. When the driver arrived, he had really rude attitude and threaten me to leave all my furniture and belongings on the street if I don’t pay them additional money to move from our community gate to our apartment. When we received our items, the infant crib was broken, two of my containers were broken as well, items inside were broken and missing. My bed frame was not assembled correctly, the foot board was damaged. The whole bed frame is about to fall apart and we cannot sleep on it. There are also some graduation mementos which cannot be replaced were damaged too.Desired Settlement: Refund to cover all our unnecessary expense, and damaged items.

Consumer

Response:

At this time, I have not been contacted by Ideal Moving & Storage regarding complaint ID [redacted].

Sincerely,

Business

Response:

Thank you for the continued patience concerning the above referenced complaint for delay in delivery and damaged household good in transit.

I have been in contact with the customer:-

1. shortly after delivery, and requested they forwarded pictures to support their verbal damage claim,

2. and subsequently after requesting the same pictures. To date I have yet to receive the said pictures and as such the claim cannot be processed.

(Anthem is our outsourced claims department, based in Arizona they need both bill of lading and proof to review claim)

Additional charges is something the customer is advised at point of sale- extract estimate contract:

See attached doc 1- section – Accessorial Services

See attached signed doc 2 : Long Distance Information Sheet- part 1

The customer indicated access was straight forward, but when the trailer arrived, it was something else, the apartment was in a gated community that does not allow trailers., thus a shuttle or long carry fee, 3rd floor walk-up was due.

As an interstate household moving company we relocate many families/customers/businesses daily. We are faced with issues notwithstanding interstate roads/regulations, erratic weather, unavailable customers, gated community policies etc. at delivery locations. Regardless our commitment is to meet our customers preferred dates to enable smooth transition on their relocations. Unfortunately some issues arise that impede our ability to be 100% on time. In the case of the customer, the driver missed going to San Antonia first , instead he went to Huston then LA and then drove all the way back to deliver customers shipment- this delayed delivery. It was human error that the claims depart will review and if within the contract the customer is due any monies, it will be remitted accordingly. (PS- delays in shipment are compensated at $30 per day- based on contracts and terms set therein). We are not liable for any purchases the customer makes during such delays as its never intentional on our part.

Customer just called me and said we never spoke- problem is we spoke on- 9/*/2013 after delivery, 9/**/2013 informing customer I was waiting for contract and in the meantime to forward pictures and after Revdex.com complaint on 09/**/2013 to confirm receipt of claim and also request for pictures regarding damages as indicated in the previous conversation.

Please advise the customer to issue, via email [redacted] , postal services the requested supporting evidence and also to remember they must be in support of indicated damages on their inventory contract at delivery. I appreciate their patience and awaiting their immediate response.

Sincerely

We feel so helpless and frustrated after dealing with Ideal moving & storage and really regret using them.

Firstly when the truck went to pick up our household goods in NJ we got told that the person that did the estimation was mistaken with the volume of the goods we have. The estimation price needed to be double. At this time you cannot deny them taking your goods, because they ask a $500 fee for going out to see what the volume would be. This was after we sent them a detailed list with photos of what we need moved. They did not even had to pack anything and all our goods was in a storage locker.

So at this point we negotiated with the company and we got to an arrangement of a fixed amount, but we need to pay immediately. The money was out of my account before I could get to the bank to make sure that I had that much available at that time.

When we arranged the pick-up date we were told that our stuff will be on the truck and on their way two days later for delivery ten days after that. This of course did not happen. When phoning to ask where our stuff is (three days after pick up) we got told that it is unreasonable to expect the goods to be picked up, taken to their warehouse and put on a truck within 3 business day. This usually takes up to 5 business days. Why was this not communicated to us? We would not have expected a quicker delivery if we were told the truth.

Seeing as we moved during November all further delays was blamed on the weather.

All documentation they need you to sign and complete (I would think) should have to reach you before they take delivery of your goods. We only received these documents when our stuff was already on the truck and on their way to CA.

When we were working through all the fine print etc. I noticed that our goods are only insured for a couple of cents to the pound. This apparently is an industry standard, but you do have the option of getting more insurance. At this revelation I immediately phoned the company and asked if I could possibly get the extra insurance as this was the first that I realized we were not covered to a max value of $10 000 as was discussed with me during the estimation process. I was told, that because our stuff was on its way already we cannot apply for the extra insurance.

At long last, 16 days later, our furniture arrived. At this point we are so grateful it is in CA, that we do not mind that they are delivering at 10pm on a Friday night.

Firstly, the delivery guy tells us that he will not move the furniture to our storage unit without getting extra payment. We were told that our stuff will be taken from the rooms of the house and taken into the new rooms. Ultimately, my husband and I moved all of our stuff inside. Our boxes were bunched beyond recognition and our moving tubs were squashed to breaking point. Luckily we packed everything inside very well and nothing of the items inside was broken. However our drawer sets, tables and vacuum did not all survive the move.

Now the first thing they tell you is that you signed a waiver that states that you did not ask them to pack anything and due to the fact that your goods was not packed by a professional packer they are not liable for any damage. I refused to sign this waiver without putting some extra wording in there. I asked them to please pack the vacuum as this was the only item that was not packed by us yet. So I would think that at least this item does not fall under this waiver (I stated this on the waiver)

The next shock came when it became clear that our two, rather expensive, TV’s are not on the truck. And at 10pm on a Friday on the west coast there is nothing you can do to contact them for feedback.

First thing the Monday I phone the company and ask them, well what now? Where is our TV’s? We had to wait for three weeks before we got an answer to this question. This is after we were on the phone every second day to ask them. At last they found the TV’s, well according to them. (We still haven’t seen any proof of this, we think fowl play may be at work here) At this stage they tell us they will send them with the next available shipment. Our question at this time is, isn’t it of such an importance to you as company to rather express ship them you your client? However that may have been, we waited patiently.

The next time we phoned for a status update on our TV’s we get told they are damaged and it will be in our best interest to rather take a cash settlement (far less than the value of the TV’s).

After all the trouble we’ve had up to this stage and the numerous calls, and being told we do not really need two TV’s of that caliber, do we? We are just so frustrated and want to put this whole experience behind us, that we take the cash settlement. We also sign a declaration that we will not ask for any further compensation regarding these two TV’s. This was 5 months ago. Now we are still waiting for this settlement check.

At first every time we phoned the delay was blamed on the weather, now it’s, that the check is sitting on their desk they just need to go and mail it. This has been the excuse for the past 6 weeks. Apparently the check has been cut, but they mailed it to the original shipping address, our storage unit where we cannot get mail, and not the address as we specified on the e-mail we send with the signed declaration.

Meanwhile we’re also waiting for our settlement on the other damaged goods. (For this the standard waiting time is apparently 90 days). 90 days since they picked up our stuff has come and gone and still we are waiting, it is now more than 7months since we received our shipment.

We feel so helpless and every time we phone there is just another story. We do not know how to apply pressure here, so we are spreading the word on our experience, so that other people do not have to sit with the frustration we had, and still have to endure.

Review: I hired Ideal Moving to move me from ** to **. First, they were a day late in the pick-up of my delivery, stating they had a surprise inspection from the DOT for their trucks.

I was was quoted for 750 cubic feet of space, and was told, upon loading the truck that it was 1700 cubic feet! I paid half upon pickup and although my shipment arrived in a timely manner, the unloading was total chaos. First, upon inspection of the truck that delivered my shipment, there was no way it was 1700 cubic feet! Maybe 1000 cubic feet max. I have pictures of the inside of the truck before the unloading, and the outside of the truck for comparison. While unloading, they were calling out tag numbers so fast, we couldn't keep up with checking them of. There were also many duplicate number sequences, with different lot numbers. Needless to say, it was difficult to determine at the time, whether all my item had arrived. I do know now that there are at least 3 boxes missing, (almost impossible to tell what number they were) and a dog crate. I have called and text the the manager a few times, but with no resolution.Desired Settlement: I would like credit for at least 500 cubic feet of space along with the return or adjustment of my missing items.

Business

Response:

Please accept my sincerely apologies on this delayed response- I have been away on treatment. yes I gave the customer my cell but unfortunately I was not able to speak, text or respond back due to unavoidable circumstances.I also have an insurance claim form the customer of which the same paperwork I just attached therein have been forwarded to them for evaluation. we cannot run two claims simultaneously- doing that will be contrary to insurance laws and possible fraud charges being tabled. This means we have to await the insurance company's ([redacted]) open Policy #[redacted] on the same customer.Presently I cannot advise on the charges, expect that the customer initial advise to sales rep and the actual load at pickup were completed two different scenarios.I am back and will advise as soon as I can get a response from claims as to the attached copy email to claims and the questioned volume. Sincerely [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have had no response in regards to the missing items or the actual cubic feet my load actually utilized. I did file a claim with the business and included pictures of the truck delivering my load. I did also file a claim with the [redacted] insurance company in hope of recuperating some of my loss, but they are not responsible and cannot do anything about the space I was charged for. Regards,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The Insurance Contracts Amendment Act 2013Subrogation Section 67 of the ICA is now amended to clarify and detail the way in which proceeds from a recovery action against a third party by an insurer under a right of subrogation are to be distributed between the insurer and the insured and provides that: the party taking the recovery action (i.e. the insured or the insurer) is entitled to priority reimbursement for their loss and administrative and legal costs; once that party is reimbursed, the remaining balance is to be paid to the other party but only to the extent that it does not exceed their loss; where there remains excess recovered funds, the party taking the recovery action is entitled to the excess; where both parties contributed to the recovery action, the costs of both parties are reimbursed or shared on a pro rata basis if there are insufficient recovered funds to reimburse both in full; where there remains excess recovered funds following joint recovery action, both the insurer and insured are each entitled to a portion of these funds calculated on a pro rata basis in proportion to their administrative and legal costs; and interest goes to the party who took the action and is shared between both parties in joint recovery action. The operation of section 67 is subject to any agreement between the insurer and the insured with respect to a loss. Thus Ideal Moving Inc. is not withholding the complainants claims- there are systems and polices to aid in a progressives and non-duplications of compensations if there are any due. Please advise the customer accordingly and she can call the insuring company ([redacted] – [redacted]) to clarify this policy. Thank you. [redacted] ? ?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:Attached is the settlement letter from the insurance co. Although I do not agree, I understand the policy. I assume I have to accept this offer before the moving company will attempt to reimburse me for the difference of the missing products.[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: My partner and I used Ideal Moving to mover from New Jersey to Michigan in June of 2013. When we moved we were told that we had insurance of 60 cents ($0.60) per pound. Our move was very difficult and we were surprised when a large number of items were damaged, including a dresser, a number of model cars, and other items that were heavy. The dresser alone weighs more than 300 pounds. Our claim for reimbursement was denied after three months of back and forth with Ideal Moving, even though the items were damaged to the point of being junk.

In addition to the broken items that we were not reimbursed for, the delivery truck got stuck in the ditch when they were backing in to deliver our things. We had to use our tractor to pull the 18 wheeler truck and trailer out of the ditch. Also, the delivery men did not carry our items into the house, they brought our things to the back of the truck and we had to take them from there into the house.

Here is the complete list of broken items:

Here are the items that were broken:

The top of the dresser was separated from the sides, the wood was cracked severely and is not able to be reattached because it was warped so badly. I believe this happened because it was shipped on its side, not on the legs.

A Box of antique model cars was broken from the weight of the boxes on top of it, the cars inside were all damaged. The box was not broken when it was packed in Jersey City, and it was broken and taped up when it arrived in Michigan, leading me to believe it was broken at the storage facility and someone tried to repair it.

A Box of China that was marked as fragile on all sides was stacked on the bottom of the truck and all of the pieces in the box were broken. This was a family heirloom that was given to me by my grandmother.

Two vases that were marked as fragile on all sides and were bubble and shrink wrapped were placed on the bottom of the stacks of boxes and were both broken.

A box of collectible glasses that was marked as fragile was crushed and all of the glasses inside it were shattered.Desired Settlement: I would like to be reimbursed for the items that were damaged and were covered under the moving insurance. It will not cover the damaged items, but I would like some help in replacing the items.

Business

Response:

Sorry for the delay in responding- we use a third party for claims and valuations on claims regarding relocating of household goods.

Review: Received a quote for $255 to move one armoire from [redacted] to [redacted]. Mover came on 9/**/14 to p/u item and price went all the way up to $394.00 plus $45.00 extra if they did not get there within the alloted time frame.. They said I had to pay for tolls $65.00 from NJ to NJ ( if shipment came from NY what tolls are they talking about) $75.00 to crate armoire ( crate consisted of blankets and tape??) Gave them $50.00 depost - which they never deducted from my bill and still owe me. Driver put in GPS to see how long from [redacted] to [redacted] - said 1 hr 4 minutes. Left my house at 12:00 noon got to [redacted] after 2:30 charging me an additional $45.00. Plus I tipped them $10.00 each. Recipient of armoire said they reeked of smoke?? upon delivering piece of furniture - maybe that is why they were so late?? Called company in NY and gentleman advised that it was raining and they were driving a truck ( really a small van) not a cadillac and were not allowed to go on parkways - had to take local streets?? NEVER HEAR OF SUCH A THING.Desired Settlement: I will pay the $255.00 for moving the armoire as it was delivered. I want a refund for the tolls $65.00, the crate $75.00 and the extra $45.00 charged (for their late delivery) plus the $50.00 deposit which was never applied to the bill. A total of $235.00. Thanks for your assistance in this matter.

Business

Response:

There were no toll charges- on this job or packing fees.

The moves are normally 3 minimum- I.e. 2hrs labor minimum and 1 travel. The move was from Long Island- they drove to long island to pick it up and then drove to [redacted] to deliver. And it takes longer to drive even with a small car let alone a truck (it’s a truck not a van). And trucks are not allowed in all roads in the five boroughs- so yes the crew must find other ways to arrive at a destination.

the GPS tracker shows the time spent driving from long Island to [redacted]- it was a rainy day and traffic didn’t make the driving any easier or faster)

On smoking- I asked the crew and they showed me this brown like cigars that smell- (I personally don’t smoke, never smoked can't stand smoke- all cigarettes and stuff stink regardless of the brand) it is not a crime to smoke if they were smoking the cigars they showed me. (I have no way to negate or prove if they showed me what they were smoking).

See attached refund slip, quote, bill of lading and the email below was sent to sales rep with charges customer paid and I now have a different version of the complaint.

Please ask the customer to summarize what they want me to do, not sure which line of complaint to follow.

what is the bill supposed to be according to her calculations?

The accounts dept. gave me as follows:

(5.15hr x $85=$439 - broken down driving to Long Island took 1.15hrs, wrapping armoire- loading and driving back plus unloading and unwrapping 4 hrs. total 5.15hrs of billable labor)

The toll for RFK bridge was not charged to the total bill neither was she charged for wrapping the armoire- it was due a bulky fee but that was not charged either)

Tips are a personal choice and the company does not mandate nor refund tips.

She paid total $389 -(439-50 deposit refund)

Sincerely

Review: Price change from original contract price On June **, 2014 after the truck was loaded, the foreman advised me that the price had changed. Prior to this date, I spoke with several people in the company, specifically, [redacted], the [redacted], and she was very clear and promise there would not be any switch and bate. However, the foreman begun to haggle with me and advised me of various reasons why there was a change in price, including taxes. I was now forced to sign the contract under duress. Later on I spoke with [redacted] and she advised me that the foreman was incorrect and that is why she suggest I pay with credit card to avoid these type of scams. On the contract my delivery date is July *, 2014. Yet, the company failed to give accurate transport shipping date of delivery of my goods in a timely manner from New York to Florida. The reasonable dispatch service had so many changes and inaccuracy , fabrications and inconsistencies. As required, they have never notified me by courier, certified mail or telephone call. Over the last three weeks, I have not received a satisfactory answer from the company where my goods are. Furthermore, they have caused me financial hardship by delay. As of the writing of this complaint, there is no confirm date of delivery and I no longer can wait in Florida for the delivery. As I explained to IDEAL moving company, in no way could I delay another flight due there inconsideration or poor way in which they have functioned. In the meanwhile, I am paying for storage, room, food and board and will receive an additional bill due to additional time I must stay in Florida.

Additionally, they keep changing the amount due with each step of the move. This was after they gave me an estimate that they guaranteed would not change.

Furthermore, [redacted] advised me that IDEAL moving is a good company. However, there appears to be some unscrupulous handling of business transaction, and poor customer service by staff members, which is beyond her control. I am now a [redacted] of these practices. This conversation took place after several attempts to speak with her. Staff members kept advising me that she was working on my contract.Desired Settlement: Original contract to be honored and any additional changes pending from this company due to inconsistencies of communication and delivery date, they will pick up the charges. Because of their failure to honor the contract, I have become ill and must return to New York for medical contract. I have a condition that is easily exasperated whenever faced with undue stress. I have cancelled one flight and will not be able to cancel another. I would like to receive a guaranteed date of delivery

Business

Response:

I would like [redacted] to correct the language on her complaint.

1- The advice to use her CC was to give her a reassurance that we are not up to any sm or mischief to her person or shipment.

2- she reserved services with Ideal a while back but due to health reasons on her part- she kept changing days- hence the allocated space on our Florida trailer was not available on the last minute change.

3- I accorded her the respect and time to find suitable storage as she also did change the storage address mid request for delivery... Long distance deliveries are done in accordance with destination zip codes- we cannot ship to one area and off shot to different location if there’s a trailer whose destination zip code is closer to said address. I understand the frustrations in waiting for one’s shipment but customers also need to understand that communication is a two way street and subsequent changes affect how a job is executed as per their desires.

previous address

Destination Address

later changed to

The other interesting part of the costs - there was no extra charges to this move nor was there a bait and switch- language like this affect companies and customers never take time to look at their given contracts to make sure they are Intune with such strong allegations. The move was more than explained to sales crew and yet we never charged her more. 53 pieces were told the sales at booking-- please refer to how much was picked up………

The charges for change flight were also refunded.

Please refer to all the attached paperwork. This delivery was done and as much as we appreciate our customers, they too must appreciate that a company that services at least 300 real moves a week and that figure does not include the last minute pickups, jobs for delivery across the USA and potentials customers a company speaks to per week. A two way mutual relationship that makes for better service delivery not a one sided path of blame will take away any confusion, heartaches and displeasure with those working so hard to make the moving industry more appreciated or respected as a career choice for many. The fact that all items in our homes and businesses have at some point gone through movers, should enlighten all users to understand how best to make it less complicated or stressful for all involved.

Sincerely

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because

In response to [redacted] reply to my complaint filed with the Revdex.com, many of the facts in regard to the contract have been omitted from the events that steered me to file a complaint in the first place. For example, the many conversations that I had with a [redacted] and the inconsistencies of scheduling a move date. In fact, the original move date was scheduled for the weekend of May [redacted]. 2014. Yes, I did change the location from [redacted], because as I explained to [redacted], I was unable to secure a contract with that storage facility. At no time, was my illness a factor in delaying the move.

On June *, 2014, I contacted the office via e-mail to advise them that I was ready to schedule the move. I never received a phone call or email reply from Sam, to whom the e-mail was addressed. My e-mail stated that there were changes in items to be moved and that I would need the free storage until June **, 2014; and that I was unable to secure a contract with the storage facility in [redacted] and could only get one in [redacted]. I spoke with the [redacted] and was scheduled to have my items picked up on June *, 2014. However, on that date there was a no show and for lack of good customer service, I received no phone call with an explanation. O I was not on the schedule. The excuses made me upset, but I did not express how I felt. I thought that as long as I remained calm, I would receive good service because of the many warnings that moving companies receive from oversight agencies. On Monday, June *, 2014, I spoke with the [redacted] to inquire why there was a no show. I was again advised, “there were a lot of jobs.”

I don’t know if [redacted] is aware that on more than one occasion I waited all day for the movers and no one show or called and that during the week of June **, 2014, I was given two or more time frames from the [redacted], none of which occurred. None of which was my fault.

Based on previous conversations I had with [redacted], I decided to reach out to her and advise her of my frustrations. My impression of her was that she could make things happen. I spoke with her office staff and was unable to reach her. I did inquire about cancellation of the contract and what was my scheduled date of move. The staff member was belligerent and advised me that only [redacted] could assist me, and they would leave her a message.

This was not the only time I tried to reach her by phone with no success. On each occurrence I was told she is on the phone, she is assisting another customer; she is not in the office. Additionally, the substandard way in which the staff handles the phone during her absence is the worst with the exception of a woman named [redacted]. I was advised that all conversations are taped. I thought to myself how stupid this sounds, because un-be-known to this person, these conversations have no legal leg to stand on, because the customer receives no prior notice that this was happening. Later on, I did advise [redacted] of the poor communication I received during her absence.

Nevertheless, I remained very patient!

Again on Monday, June **, 2014, I was given a scheduled time of 11:00 am I called the [redacted] about 12:30 and inquired of the status because the truck was not present. I was advised “that the truck that was supposed to move me was in [redacted], and that there was a problem with the customer’s wife.” Also, “this customer as contracted for quoted price, and now had increased the amount to almost $4500 worth of items on the truck.” Additionally, “the truck should be there by 4 p.m.” Of course, by 4 p.m. no show. When no one showed I began to call the [redacted] several times to find out the status? I was then given a schedule for between 6 and 8 p.m., of course, no showed then either. By this time I was extremely emotionally upset, but maintained my composure, because I had no recourse to get my down payment back and go with another moving company. As stated previously, I was re-secluded more than once that week. The situation became so crazy, and I did not know if I was going or coming. I felt I was being taken advantage of.

The [redacted] advised me that the movers could get to my home by 8:00 p.m. and move me. At first, I agreed, because I felt so desperate. However, I called him back and advised him that parking would be a major problem. He reluctantly agreed to reschedule, but advised me that someone would come to my home to evaluate my move that night. I told him “let us just schedule the move for the next day. On that date of the actual move, the movers were fast, professional and neat, but the foreman lacked professional standards. I did advice [redacted] of the facts when I spoke with her before July [redacted]. During this conversation, [redacted] was very apologetic about the service I received, and I felt that going forward the move would go without a hitch now that she was handling everything. She advised me that the following week my items that were now in storage would be arriving and that there was some miss-communication of the moving foreman and her office.

I thought I was going to receive my possessions by Monday July *, 2014. [redacted] advised me “that the truck was in Atlanta Georgia, and my items were in the back of the truck. However, the customer was holding up the truck because of some closing problems on the house, but do not worry.” My only concern was the truck temperature and my belongings. Over the next few days, I waited and waited, and it was not until the following week that my belongings were actually put on the truck. Incidentally, that is the same day I filed a complaint with Revdex.com.

I appreciate the effort [redacted] made to refund my air fare; however, the entire move was sloppy. The truck arrived at 8:00 p.m. on Friday night of July **, 2014. The storage facility closes at 9:00 p.m., all lights and the gate is closed. I was moved in total darkness, had to hire a person to assist the movers, one of the mover did not speak any English; I was obligatory to sign a bill of receipt in the dark parking lot. I cannot state with certainty that I received all my belongings. There was no verification of the items delivered to the storage against the manual list. In fact it was virtually impossible given the darkness and the time. This is not to say that anyone stole anything, but mistakes do happen. Therefore, until I move my stuff out of the storage facility

At the very beginning when I spoke with [redacted], I thought I could give this company an excellent rating. However, based on the week of my move, and what I endured in the parking lot of the storage facility, I would not recommend this company to my worst enemy if they offered free service.

Contrary to [redacted]’s belief this was about business the delivery of services in exchange for payment which was not executed professionally. I cannot in good conscience rescind a complaint that was exact.

[redacted]

[redacted]

[redacted]

[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Please accept delay in responding to complaint- summer is the busiest time in moving, regardless I have a duty to respond to all issues that pertain to Ideal. Hope this apology is accepted.

From my findings and speaking to all the employees and listening to all VIOP (VOIP is for quality control- as a service provider miscommunication is the first point of any complaint- to manage and work with customers the best way management need to review the start of the our mutual relationship).

[redacted] did well by the customer in accordance to the advice or assistance she could give.

I did speak to [redacted] and advised her on dates for pickup- with my schedule its virtually impossible to be everywhere for one customer and that is not to say she was not important- its summer the busiest season in relocation and our daily working hours end at 10pm with a start of 6.3am Eastcoast time.

Delivery was accorded [redacted] because she was not mobile in Florida and Saturday could have been a bit hard for her to get their as early as 8am, hence the before 9pm delivery. I spoke to the storage place and they were kind enough to accommodate us to complete her delivery. see attached received contract.

After reviewing the account and my conversation with [redacted], I can state that Ideal Moving went out of their way to accommodate the customer's needs as best as timing and rescheduling could be accorded her. The costs of move were less than the original quoted price hence no bait and switch on pricing and more items were picked up that were not listed despite some items being removed.

All payments were done before delivery and no employee at Ideal goes off their way to damage or misplace a customer’s shipment. After each customer they need be remained employed hence losing one’s employment by being willfully negligent will be contradictory to their very need for gainful employment.

I never once asked for the complaint to be rescinded, instead I had requested via my last response the customer to review the wording used and make sure that paperwork available will back the stated statements.

I appreciate her business and unfortunately we did not live up to her expectations. Nonetheless I am satisfied with my communications, follow through and services rendered by all concerned at Ideal Moving.

Sincerely

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that I refuse to read [redacted]'s response I think the whole thing is a waste of time they have been paid I have gotten the service out of them and so any further communication is in moot point and it's falling on deaf ears it's at the time to read a few of the complaints that I've been well but other consumers to the Revdex.comnone-favorable. It behooves me my missed call this communicating in a dogmatic manner and I would request that you have her leave me alone at this point the situation is extremely emotional and stressful to me and is causing me to feel ill. If [redacted] insist on wasting time on this situation It is her time however it will not change anything at this juncture.

[redacted] is seeking friendship and respect whereas in the beginning I could have respected her but now I can see why she is sick She needs to focus on her treatments and get well

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: We hired Ideal Moving to move my **year old mother from [redacted] NY to [redacted] GA. We were told the move would take 3 to 5 days. The expected delivery date was June [redacted]. As of today there has been no delivery. I have been in contact with [redacted] from Ideal Moving & have been given nothing but excuses. [redacted] has not been able to tell me exactly where my mother's belongings are. My mother is moving into a senior apartment facility. She has been paying for an empty apartment since June [redacted] unable to live there without her furniture. This is a major unnecessary expense for her. She is staying with me which is very difficult because of the stairs in our house. This delay is affecting my mothers health causing her great pain having to maneuver the stairs. [redacted] from Ideal Moving has yet to return a phone call to me even after giving me his word. I am extremely frustrated with this company and I am so sorry we hired them to do this move.Desired Settlement: To have delivery of my mother's furniture immediately and possible reimbursement of expenses incurred due to non delivery of goods.

Business

Response:

Due to acts of God (torrential rains and subsequent flooding) our trailers and work load was backlogged.

The customer was informed and it’s something everyone in the East coast if not most of the USA was experiencing. The customer was told we were working at best within the given restrictive weather conditions and should be able to meet the delivery of her mother's shipment in good time.

Nonetheless the shipment was delivered and received on 07/**/2013. She signed and acknowledged said delivery of goods.

We appreciate the business and their patience in the matter.

Sincerely

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Most of what [redacted] response was not helpful in resolving this claim. [redacted] gave me the same excuses that [redacted] gave me on the many calls to determine where my mother's furniture was and when it would be delivered.

[redacted] assured me that the email address on the contract is correct, although I had the correct information, my email would not go thru.

[redacted] did provide a working phone number to get in touch directly with her. She gave me a phone number needed to file a claim. I will be mailing my claim to [redacted] tomorrow with hopes of a resolution.

[redacted] will take up to 90 days to process. I would like to keep this compliant opened until a resolution is made.

Sincerely,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

I spoke to the customer and it was the very first time speaking to her. The only other time I became aware of her concerns was when she place a complaint about delivery of her mother’s shipment. I responded that it was or was about to be delivered. The second time would be in response to her stating that I had spoken to her as to the delivery issue- we never did, nonetheless the emails and wok numbers work except the fax line that has one digit wrong on the contract. She had the sales rep details and toll free number to use. The toll free number records all calls even dropped calls and her numbers- I will get the [redacted] company to forward all the reports from June [redacted] to date. All emails are working and if she even typed a digit wrong we have a catch all – so any emails addressed to [redacted] will come to the administrator. The email part has ben reviewed and resolved- we had/have no issues in-house.

I gave the customer my direct number, the claims department number and I will be listening to all calls made to the company before her reserving the relocation job to date. The information I find I will also forward to the Revdex.com.

I have spoken to the delivery crew and awaiting to speak and meet with the pickup and storage crew.

In relocation- we move furniture and household goods. unlike us postal services, it entails hard labor, transport ready shipments, driving on roads that carry other drivers and delivery to other customers and this time round the torrential rains did not make it any easier for the movers or shipments to be delivered on the expected schedule. On my telephone conversation to the customer there was no excuse given, except informing her what I know was going on in the company outside her mother’s shipment - Her response was its none of her business and yet she wants me to answer her truthfully and also help resolve the matter. Communication is a two was street, that being said her concerns have been received and the resolve should be addressed in due time. Please keep the file open till all issues have been addressed.

I appreciate what the Revdex.com does to help consumers and companies alike in resolving issues that they are both mutually connected to. Thank you.

Sincerely

I recently moved from NJ to Ga. I contacted several moving companies when I met with Steven Z[redacted] at Ideal I knew this was the company to go with. He explained everything in detail answered all of my questions. He walked me thru the entire process from start to finish, and gave me a great price as well. The truck and the workers came on time and they were very courteous they did a great job packing and loading the truck. They stored my belongings for three weeks since my closing on my new house was not the next day. When it came to delivery day all my stuff arrived in perfect condition. I put complete trust in Steven and everything went as smooth as he promised it would be. I would highly recommend this company and Steven Z[redacted].

These movers are the WORST. They will say anything to get your business, then once they have your stuff, they will change the terms. They trashed the apartment I was moving out of, doubled the price, were a month late on the delivery time, crushed all the fragile boxes, didn't respect the arrows on the boxes and broke a ton of my things. They say you have a month free storage, but hold your stuff for a month and then charge you. They won't answer you when you inquire about the location or status of the delivery.

Review: I recently moved from New York to Chicago with Ideal Moving and Storage. Once my furniture was in their possession, I found out that my estimate was roughly half of what my final bill ended up being. Here is a list of the additional charges I incurred:

Stairs and long walk in NYC - $150

Long walk in Chicago - $225

Additional 310 cu ft - $1,240

Additional fuel - $150

Not being unreasonable, I checked what was missing from the estimate inventory and I had been estimated for an extra coffee table (that was not moved) and was not estimated for several wine boxes (35), a mirror, stepping ladder and ironing board. I highly doubt that the boxes (estimated at 3 cu ft) would equal the size all of my other furniture (two couches, a bed, dresser, two book shelves, a TV, etc.). Additionally, the long walks and stairs charges should have been included from the beginning since I told the estimator ([redacted]) several times that I lived on the 4th floor and have heard from my doorman in Chicago that the exact same movers have been here several times before without an issue.

Additionally, during the move several items were damaged.

After calling their claims department multiple times, four months later I received a letter saying they were justified in doubling my estimate because I signed the paperwork, and they were not liable for the broken times because I did not realize it when they dropped off my furniture.Desired Settlement: I signed the paperwork, because I found out about the doubled charge once all of my possessions were in their van. Moving across the country later that day, I had to deal with the situation afterwards; which is why I am filing the compliant. Their original estimate was completely inaccurate, and I chose their company based on a deceptive sales estimate.

For the broken items, I am not sure who unpacks all of their boxes while movers are still there, but I had sent in my complaint within 10 days which is also not unreasonable.

I would like to be refunded for the additional expense beyond my estimate.

Business

Response:

Please find the claims department's findings.Plus the communications she has had with Ideal.What part of the claims did the insurance miss and what can I do if the insurance deemed the claim only worth the missing two items? No price is given at loading- the rate and charges are discussed prior to commencement of services - hence the revised part of the contract- why do customer do this? Please advise- I could learn something regarding the services.Sincerely[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I would like to address both issues here: the claims and the estimate.For the claims, I would like to know what was submitted to their insurance claim, because the response seems to state that they are not responsible for anything I packed - which does not make sense, especially since they wrapped a couple items like the bookshelves and couch.In regards to the estimate, I received the original estimate prior to work beginning. I received the updated estimate once Ideal had loaded my possessions into their truck, which is why I found myself in this situation of having to pay much more than my estimate was for. It put me in a very difficult situation where I had to sign the updated estimate and I'm trying to resolve now why there was such a huge discrepancy.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

This was what the claims dept. found in regards to the above complaint (attached).The subsequent communications to claims on their finding. What is the nature of the customers complaint? Because all the information pertaining her claim was reviewed in accordance to terms set in and her initial indication on contract. Her emails also contradict what she claimed at the beginning. What our customers forget a claim is an insurance related issue that has to be supported and also must be consistent through its process. One cannot come back with various versions of a claim and hope for the adjustors to amend their investigation as time goes by. The claims dept. finding is final, unless the customer has additional information for me to forward for its review. Sincerely [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I'm not really sure how they can say that I changed my claim, since it was directly copied and pasted from my original email to them. I must say I'm terribly disappointed that they will not give me further insight into the response from their insurance company and that they refuse to respond regarding the incorrect estimate. To be honest I'm tired of going back and forth with an uncooperative company, since they do not want to resolve the issue. Hopefully this compliant will help inform future customers about how difficult their claims department is and to be wary of their estimates - I wish I would have known that before choosing them for my move.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: To Whom It May Concern:

I used Ideal Moving & Storage for a long distance move from New York to Georgia in July 2014. Upon arrival the dresser mirror was damaged and my bed's rails were missing. I contacted Ideal Moving & Storage about the damage and missing items. [redacted] from the Ideal moving claims department advised me to make the necessary local repairs and to order the missing bed rails parts and that Ideal Moving & Storage would fully reimbursement me for the repairs and re-order. As instructed by the Ideal claims department representative, I provided pictures and cost of repair for the damages and cost of purchasing of missing items. I also provided resellers information for missing bed rails. She then cleared me to proceed with the repairs locally and to order the missing bed rails. It has been 3 months now and I am yet to see a notice for reimbursement or refunds for the missing and damaged item. I have contacted Ideal several times about the reimbursements and every time they tell me I should see a notice by the end of the week. I feel like they are giving me the run around instead of making good on the reimbursement. I am tired of waiting for this company to do what they promised.

regards,

[redacted]Desired Settlement: Reimbursement for repair to damaged item (broken dresser mirror) and reimbursement for repurchased missing items (Bed Rails).

Business

Response:

I verbally confirmed (via telephone) with the customer to purchase the said bed rails and fix the mirror.

When I asked for the check, I was advised that the custo9mer had basic valuation of .60cents lb coverage and the insurance/claims dept. has to advise the check amount.

I advised the customer of the same and like any organization I simply can’t just write out a check without the proper chain of command.

Money matters/checks and claims issues do take time and that is evidenced in all other issues of claims we do in our everyday lives, example auto insurance claims.

I am awaiting the claims response to advise the customer accordingly.

Sincerely

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Please provide an adequate time frame for the reimbursement. I have been told repeatedly to wait the following week for reimbursement notification. Please communicate when the reimbursement will be processed.

Regards,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

I finally informed the company

that my word should hold as a truth on commitment to claims.

The customer will get his check

once he signs the attached document.

Appreciate the customers

patience, unfortunately bureaucracy got in the way for this check being

approved- nonetheless patience pays. Thank you [redacted]

Sincerely

Ideal Moving & Storage Inc.,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

I want to start off by saying I hate giving bad reviews, and I hate putting down businesses. However, I felt this one was necessary. Moving is not an easy feat, especially long distance moves. But they made our process a living hell.

We had called in and spoke to a wonderful woman named [redacted] (so it seemed) on the phone. She seemed professional and very helpful on the phone. Honestly, she is probably the only reason why I didn't give this company a one star review. She bid me on the phone with a list of items. Her advise was to get rid of some bulky items that we didn't really need to get the price down. Her quote came out to $2,700, very reasonable compared to other movers. I actually had someone tell me, and I quote "if that is the real bid, then go with her." He had bid me at $3,300 for the move. I asked her if this was the final quote, and it won't go up, she swore on the phone this was it, I would not be charged any more money.

Movers get there and they work tirelessly to get my stuff on the truck. They too get a thumbs up, handled my stuff very professionally. The man who came to oversee the operation sat me down and made me sign a bunch of documents, including a blank list of my items. When they finished, he proceeded to write the bill and ask for payment for the move. The bill came out to $4,500 dollars. I was appalled and called [redacted] on the spot, who told me to pay only the $2,700 and she would go over the list. Now, I had paid for a private move, so I was paying 4 dollars a cubic foot. They should have measured the truck once my stuff was on it. I paid for the $2,700 and waited on [redacted] to adjust the bill.

It took almost 3 days for her to get back to me, and her excuse why the bill came out so high was I added on boxes, and made my bill skyrocket. However, he forgot to take off a bunch of things off my initial list that I had sold off that should have driven the price down. I had asked her a simple question, if I am paying by cubic feet, he would have known to take those things off the list. How did he come up with $4,500??? And how did she know that it was $3,600, and how do I know that she wasn't scamming me than. All she kept asking me was what did I take off the list. She should have gone to the warehouse and measured my truck, which I don't know if she did. All she kept saying was we added on bunch of boxes (wasn't true) and made our price go up. She kept dodging the question, and coming up with different excuses. Till this day, I still haven't gotten an answer. Did she get there numbers by weegie board or out of a hat? Also, once she got my money, she refused to take our phone calls and text messages, always claiming she was on the road, in a meeting etc. Till this day, she has not called me or spoken to me. It's almost as if, once they collect their deposit they don't care for their customers anymore.

They were very quick on their delivery, another reason why they didn't get one star and their delivery man whom was very nice and another reason why they don't get one star. He proceeded to tell me that the right hand doesn't know what the left hand is doing. She had also failed to mention that hidden in the fine print was a notice that if there was a distance greater than 75 feet from the truck to the condo, it was an additional fee. The only thing she told us is if was a 2nd story it was an extra fee. However, she couldn't answer our phone call because again, she was in another "meeting" but said she would cover the fee for us. Clearly another 250 dollar hustle. She said that very quickly, which comes to show you, she had made plenty of money off us that she could easily cover that fee.

Steer away from this company, save yourself some money and rent a truck. We were thinking of doing this before we found her. In the long run, it's a little more legwork, but well worth it in the end.