Keller Moving & Storage, Inc.

Review: We hired them to move our household items a total of 4 miles from our previous address to our current address. First their crew arrived almost an hour late. They did not do what was stated in the contract and caused damage to our furniture and home. Although it was snowing that day, and I was told they would cover the floors to protect them from the elements (even if the weather was not inclement), they only put down limited covering where they first entered the house. It was a total of three crew members. One of the crew members was using extreme profanity all day long as he was only concerned about getting done and getting home, so he kept telling the crew right in front of us to "hurry the f[redacted] up" and "let's get this mother[redacted]ing stuff done". So as a result he was constantly rushing and not taking precautions so as to not damage things. The crew foreman had to tell him over and over again to "check his attitude" and to "watch his language", but he didn't bother to change anything. As a result of his rushing, he was responsible for at least 5 items being broken. I understand things do break sometimes during a move, but this was not from normal wear and tear. He DROPPED them. We saw him do it. The foreman chastised him about that as well. Our hardwood floors, especially the stairs are also damaged from them dragging things across them.

We took pictures, contacted the office manager about them and filed a claim. We were insured for full replacement value up to $24,000 with a $1000 deductible. The response we got as far that one member's unprofessional and disgusting language, attitude and work was "he might have been having a bad day" and "he always gets good reviews from customers" Unacceptable and hard to believe that is true. You do not make excuses for that, you apologize and say you will address that. Then without sending anyone out here to see the floors in person, they made a determination based on pictures from an iPhone that the damage to the floor was preexisting. I can assure you it was NOT. Then they said that the damaged furniture was made from pressed wood and veneer and their contract states “Press wood furniture will not with stand moving like regular furniture, we will take every precaution when moving…”. Dropping furniture because of rushing and being inept certainly does NOT equate to “taking every precaution”.

Then after further communications with them, magically they now claim that no furniture was dropped. That it "just separated by itself". I can assure you it did not just separate by itself. It is cracked and broken (many beyond repair) because we saw them DROP them. Funny how now even the rest of the moving crew is covering for themselves when that day the foreman apologized to us about the dropping of the items and the one person's behavior.

I work from home and they not only managed to break my desk which is needed for my work, but broke my wife's desk as well. So we were forced to scramble and purchase a desk just so I can do my job.

They accepted liability for only two items for repair, which magically kept them under the $1000 deductible. Clever accounting. So now we have to not only pay for those two items, but as well as the other items they will not take responsibility for and for our damaged hardwood floors.Desired Settlement: We want them to take responsibility and pay for the items broken, including the repair of our hardwood floors. The total value replacing the broken items we found online is $2360.16, with web sites to prove it. We also have a cracked dresser drawer which we do not know the cost to repair until someone can come out here to give us an estimate, which we were expecting them to do. They are claiming it should only be $150.00 (which I don't how they can get that figure from just a photo), but if that is true would take the total to now $2510.16. We have no idea of what it will cost to repair the damaged hardwood floors as we were expecting them to send out an adjuster as they claimed on the phone initially. So the total cost will be well over $2500 as stated above. We just want them to accept liability for what their crew did due to failing to honor their commitment and pay for what is owed for replacement and repairs.

Review: On 6/27/13, I used Keller Movers for a local move in [redacted], PA. In the weeks leading up to the move, I placed 3 phone calls to ask questions about your insurance/valuation policy and gain clarification on coverage. I was informed that if I purchased full valuation coverage, all of my contents would be covered and I would have nothing to worry about. I did so, and a few of my items were damaged. I submitted a modest claim (in a total amount of $360.92) and only $10.92 was reimbursed to me.

I feel that I was misled when the valuation coverage policy was explained to me and misled into purchasing expensive coverage that did not cover what I had inquired about. I'm disappointed in this service. The written explanation was not provided to me until after the movers had finished their workDesired Settlement: Reimbursement for either claim amount or for policy that was purchased to cover damages

Business

Response:

August 30, 2013

Revdex.com

50 West North Street Bethlehem PA 18018-5789

Attn: **. [redacted]

RE: [redacted] Complaint # [redacted]

Dear **. [redacted]:

We are in receipt of the above complaint, filed on 8/6/13 thank you for allowing us the opportunity to respond.

On June 3, 2013 the complainant scheduled a moving date with our company for June 28, 2013. Normal procedure is to forward a moving confirmation (a copy enclosed). This confirmation is to confirm the date of the move, the rate to be charged, offer the valuation option available, and finally cover the payment terms for the day of the move. This document is sent to every customer we book in advance of the move. This client booked their move on June 3 and signed and dated the confirmation on June 4, 2013.

This particular customer as you will note even was undecided if they would purchase the additional coverage or not. In the end she did choose to purchase valuation on her goods. During the move, some damage did occur and we are sory for that. The claim submitted was for items that were packed by her, and a piece of furniture that was made of press wood. Regardless of the chosen coverage, it clearly states in section D-c - "We cannot be responsible for items packed by the shipper." Further in section e it states "Press wood furniture will not withstand moving like regular furniture. We will take every precaution when moving but will not accept any liability if damage occurs."

So, while we regret that this damage occurred, however, in advance of the move we did advise that we would not be liable for these items. The customer was provided the written information well in advance of the move, initialed this information, and on the last page signed the document.

Thank you for your time and patience. I hope that we have addressed the complaint fully. If you have any questions, please contact us immediately.

Sincerely,