Key Moving & Storage, Inc.

Had the best experience with movers EVER!!!! They came on time were extra careful with everything we own, we moved 4 times before, this is the first time everything was moved in one piece , no breaking, no scratching. They also did all the packing and did it with extra care . You can't ask for more.

I was really tensed and contacting all my friends to help me while reallocating from New York to Bronx. One of my friends recommended me to contact Key Moving. I got my answer and finally I have shifted to Bronx with the cordial help and services of apartment movers in Bronx Key Moving.

Review: Key Moving called me originally on September [redacted] for my cross country move from NY to CA, the offered to pick my things up the following day, September [redacted], as long as I paid a $300 invoice. Upon my payment Key Moving called me back and said they could not pick up my things on September [redacted], but rather they would pick them up on Monday the [redacted]. As I described my items , and I gave a very detailed list of the size and quantity of my boxes, the representative told me he calculated it carefully and determined that it was below 200 cubic feet, and he drafted up a binding contract for me meaning that as long as I did not add anything to my list the price would not change. I inquired several times about a time table and he told be several times it would not take longer than 14 days(note the representative did not say business days, he simply said days, and no other time frame was mentioned at this time). On September [redacted] when the moving truck came the driver, who could barely communicate withe me because of a lack of understanding of the English language, proceeded to charge me $600 extra claiming that I was closer to 300 cubic feet rather than 200 cubic feet. my total number of boxes did not change, but his invoice was completely different from what I had told the representative on the phone, showing to me that the original representative was not paying attention to what I had said and was drafting me a contract simply to gain his percentage of commission. Now the driver, not understanding anything I was saying to him, continually called another man and had me speak to him about the change in price. This man blew me off when I expressed my concerns and basically demanded that I stick to the contract. After I signed it the driver and his associate, who spent the whole move inside the passenger seat of the truck with his feet hanging out the window playing on his cell phone, both demanded a tip from me, claiming better treatment of my goods if I tipped them well, I refused trying to explain that it is illegal for him to do that to me, not that he understood what I was saying. I wrote my date ready to receive as September [redacted], and on September [redacted] I called the representative who had been helping me and inquired about my delivery schedule he informed me that my items were on their way and should arrive on or around September [redacted] and I would receive a call from the driver 24 hours prior to drop off, I was very pleased with this schedule. On September [redacted] I had not heard anything so I called the representative and asked him when I should expect my items, and this time he told me that they were still in a warehouse ready to leave when I was ready to receive them. I mentioned that my ready to receive date was September [redacted] and it was already the [redacted] and also that I was previously told my items were already on their way, to which the representative said they would arrive by the [redacted] now and he gave me the phone number of the driver so I could find out specifically when my items would arrive and where the currently were. When the [redacted] came around I called the driver several times and got no response, I left him a message detailing my name, contract number and a phone number I would like for him to call me back at. Then I called the representative once again to continue to inquire about my items, this time he told me they would arrive by the [redacted]. At this time I decided to review the contract that I signed, and it specifically states in Section 7 of their contract: "For deliveries across the country or from the east coast to the west coast delivery is estimated at 5 (five) to 14 (fourteen) days from the date indicated as first available as stated by the shipper." The [redacted] of the month would be the 14 day limit, and as I mentioned earlier it does not indicate business days, simply days. Section 7 of the contract continues: "If the mover fails to provide the service as agreed, you are entitled to be compensated at a predetermined amount or a daily rate (per diem of $50.00) regardless of the expense you actually might have incurred as a result of the movers failure to perform." On the [redacted] when my items still did not arrive I tried calling the driver yet again and he did not answer, I left another brief message about contacting me back, then I decided to get in touch with someone in charge at Key Moving, when I tried to be transferred to a supervisor the associate that answered refused to help me and hung up in a rather rude manner, any time I tried to call back my calls were not answered. Once again I reached out to the representative that was originally helping me and when I read Section 7 of the contract to him he ignored what I was saying and kept telling me it means business days, and I would not be compensated until the business date had come up. I specifically noted that the contract I was forced to sign does not say business days at all on it anywhere, but he ignored my complaint. When I inquired about the driver not answering my calls he said he would get in touch with him and promptly hung up. I called back about an hour later and asked what happened, he told me my things were in Texas and would be arriving on October [redacted] now. I mentioned that is past the agreed upon delivery schedule and he only told me to call back when my items arrived. On October [redacted] I called yet again as my items still did not arrive, the Representative once again changed his time schedule to October [redacted] to October [redacted] at this point now claiming that there was up to 21 days given for a cross country move, when I asked where this 21 day leeway magically appeared from he said it was on the form I e-signed (the one stating my items would be picked up promptly on September [redacted]) and he kept using the word 'estimated' when I asked why it was taking so long. I received a call from yet another Key Moving representative on October [redacted] telling me that my items would most likely come the afternoon of October [redacted] or the morning of October [redacted]. When I asked if she could be more specific she said she couldn't and hung up. I did eventually receive my items on the evening of October [redacted], which was 20 days after my original date of ready to receive, October [redacted] was a Sunday, not a business day, so this company operates and delivers on days that are not business days, yet when I asked about my items I was always told it would be business days, even though in my contract it does not state the word business once. Also, the representative that had been helping me never said business days until his company was late, he also never mentioned this 21 day leeway until after my items were late, on top of that it does not state there is a 21 day leeway on the contract I physically signed nor on the e-signature contract. I was misled, lied to and treated rudely during all of m interactions with this company. At one point I requested my items be dropped back off in NY where they came from and I asked for a full refund and the representative laughed telling me there was literally no way he would give my money back! How unprofessional. The representative even tried to locate the specific area where it says there is a 21 day leeway but could only find the word 'estimated' which he continued to throw around as if the word meant they could deliver next year and it would not be a problem.Desired Settlement: I would like to receive the compensation it states in my contract. It says "If the mover fails to provide the service as agreed, you are entitled to be compensated at a predetermined amount or a daily rate (per diem of $50.00) regardless of the expense you actually might have incurred as a result of the movers failure to perform." My delivery was 5 days late, I would like a refund of at least $250 to be credited back to me for the failure to complete their task as was agreed, which was 5 to 14 days. I would also like the supervisor to apologize to me for all of his employees rude behaviors and their misleading attitudes, towards my situation.

Business

Response:

We apologize for the delay in the delivery of the goods and the treatment the customer received.We will refund him $250.00 per his request.I will call him today to apologize for the issues he brought up.Daniel A[redacted], Key Moving.

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,

Review: On 9/**/15 my fiancee [redacted] and I booked a moving company called key moving. The representative name was bobby. The agreement was a deposit of $407 to get us moved out the next day 10/*/15. On the agreed move date 3 guys showed up and there was a misunderstanding, about extra charges. The foreman refused to do the job and walked out after only speaking to me for 2minutes. We really needed to move so I tried to bargain for a solution ,but the guy had his mind made up and just drove off.

I called the company and spoke to our rep bobby. I explained and he tried to call the foreman but refused to do the job! At that point we didn't want to deal with this company but they had our deposit so we let Bobby try to find us someone else. He eventually did and promised us that the guys would arrive at our apartment between 7-8 pm 10/*/15. At 7:15pm someone called to say he was on his way but he never showed,,at all. We waited till 10:45pm before calling family members to help out.

We couldn't believe it. To top it off ,today I called for a full refund and the representative Bobby told us that him and management will only give 50% of the deposit . No we want 100% .

This company has no decency, respect or integrity.Desired Settlement: We request a full refund and that this situation is noted and viewable to future customers.

Business

Response:

Upon arrival of the movers on 10/*/15 the customer made the head of the crew uncomfortable with his approach and figure of speech towards the cost of the move and the terms of the job. The foreman feared for his safety and at that point the foreman used his judgment and discretion and walked away from the job site.The customer received a FULL refund of $407.00. The refund takes a few hours / day to be shown as the credit card machine batches out in the evening.Key Moving.?

The completely trashed my sofa, all lamps I paid them to wrap, a Bar stool, 3 vases, a bedroom headboard, a server. Please find another mover and do not deal with Key Moving.

They are not movers - they are vandals!

Review: This complaint is for the gross up-charge of my move from the initial estimate. Also for multiple lost and damaged items upon delivery of my items, and well as failure to provide services promised. My move was from NYC to SF. To begin, my final cost was up-charged about $1000 from my initial estimate of $2600, for a 1 bedroom. This included more weight than estimated, I did not live on the ground floor upon when they delivered, they had to park more than 75 ft away from my elevator (these were not explained to me and the contract wording is vague), and they also claimed that they cannot bring a tractor-trailer into SF so had to switch trucks (false, verified with state and local authorities). The guys who picked up my furniture- They wrapped my wooden furniture's surface with packing tape, so on arrival the removal of tape completely ruined many of the surfaces. They guys who delivered my furniture- My bed that was promised to be re-assembled but couldn't be done b/c they had lost all the necessary parts. My coffee table is damaged and the glass top for it is completely lost. The guys who delivered only cared about how much they get tipped, "I'm sorry your things got lost, but my guys still work really hard today. If you don't want to get charged even more for the extra distance we walked to your elevator, tip us good." Frankly this sounded completely unprofessional to say the least.Desired Settlement: Partial Refund for damaged/lost goods and services not provided. And please modify your contract and try not to mislead customers.

Business

Response:

Respond to Complaint from Key Moving.

In regards to [redacted] move.

1. We had discussions on the issues of access to the customer’s delivery address.

2. Customer stated that he believes there is access to an 18 wheeler with a 62 feet length but our truck is close to 90 feet in length.

3. We ended up charging the customer only $250.00 instead of $450.00

4. As for the damages and the missing item;

a. I encouraged the customer to make sure to un-pack & inspect all items.

b. I explained to the customer on the process of filing a claim with our claim department )Tel: ###-###-#### or [redacted] )

5. As for the price difference we explained to the customer that he ended up having more items to move than he initially informed us off.

6. All potential access charges at the destination are provided clearly on the price quote we provided the customer and on the confirmation email which we asked the customer to read and sign in advance of the move.

7. We would like to offer the customer $150.00 as a courtesy refund for the issues he brought up during the move.

Sincerely,

Key Moving & Storage, Inc.

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Absolutely horrible. Definitely avoid.
I needed my items delivered at a specific time for a 12hr interstate move and was willing to pay a good premium for it. Unfortunately I felt like the [redacted] was constantly trying to find ways to charge me more, even after quoting me a price well above the competitors.
First he gave me a 4.4k quote for a tiny move based on items described over the phone, 1.4k above the nearest competitor. Then after an onsite visit where the where he actually noted fewer items than what I had described over the phone (i was v conservative), he doubled the price! His reasoning was the walk to the elevators was long. Even though he knew I lived in an apartment complex with elevators and would use dolleys. He was also soo keen on charging me extra for everything possible -even for doctors shoe covers to keep the floor clean!
Bottom line, he is totally sketchy in my opinion. I went with Move My Stuff and was so relieved I did.

Review: I hired Key moving to move my family out of state. Our belongings were transferred to another truck and moving company. The person that was responsible for moving our belongings to our new home was 5 hours late. On top of that I had to assist the moving person carry our belongings from the truck which took 6 hours and didn't finish until 6:00 AM. The driver said he was going to keep his helper's share of the pay and would tell his boss that his helper showed up which he didn't. I paid in total of $ 4,4438 to not to have to Key Storage. When we were finished I paid the driver $1,500 in cash and $150.00 in tip. I have been defraud and lied to. I have been trying to contact the moving person in Florida but he has not returned my calls. Key Moving has told me that they do not have the information I am looking for and was told they would call me back but I have to keep calling them only to get yelled at and lied to. Customer service is terrible and resolving a complaint is even worse. When I spoke to key moving the person said that I was speaking to said he was the boss and would call me back. I recently called today [redacted] was told I did not speak to the boss I spoke to Sam. The owner is Danny. I have been lied to and yelled at when all I want is a refund.Desired Settlement: I would like a refund. I paid key moving a lot of money to not have to move my belongings which I ended up doing.

Business

Response:

We are sorry for the delivery experience of the customer. It was not our intention to have only the driver there.We can't refund the customer the entire balance of the delivery (as he requested) as the breakdown of the charges is not simply pick up and delivery but also transportation, fuel, tolls, etc.We offered to refund the customer the $150.00 he gave the delivery person as well as $150.00 from our end for this issue. I hope this is acceptable by the customer.Sincerely, Daniel A[redacted]Key Moving & Storage, Inc.[redacted]T ###-###-####F ###-###-####

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,

Review: In the fall of 2013, my job was relocating me from New York to Las Vegas. I was nervous about the cross country move but found Key Moving who assured me that they worked with great national movers and could handle the pickup in Manhattan, bring my belongings to their warehouse in New Jersey until I was ready then move everything when I gave them the green light.

In December of 2013, I let them know I would need an early January drop-off of my things ( I gave them several weeks notice). My belongings did not show up until Presidents Day Weekend (mid February 2014) during the middle of a parade, meaning the entire portion of the downtown where I was living was blocked off and my building was not prepared to except any move-ins. The driver insisted that the move-in had to happen that day and he could not stick around until the following morning, after I had already waited an extra 6 weeks and slept on an air mattress in my apartment for several weeks.

Once the movers began unloading, I saw that there was nearly $1,500 in damage. Damage that completely ruined my kitchen table, chairs, microwave, tall floor lamp and had boxes with cherished personal belongings and a bed frame that went missing with no explanation. I would gladly share the photos of all of my things broken, not wrapped properly and dropped in my apartment with no regard to what had happened. I chose to pay movers to pack my things because I assumed they did this daily and would care for how things were packed.

I have tried calling and emailing Key Moving to resolve this matter over 20+ times since the drop-off and damage to my possessions occurred. I have never filed a poor complaint on Revdex.com and would rarely leave a bad [redacted] review or [redacted] rating but this hands down has been one of the most frustrating things I have dealt with in the last two years. This company clearly has a complete lack of compassion for other's belongings and therefore should not be in the business of moving peoples belongings. At this point, I have moved on and bought new furniture but I am mostly sad and frustrated with the items that I cannot replace and their disregard for treating me fairly.

I have learned my lesson - I will purchase extra insurance, file a claim with the Federal Motor Carrier Safety Administration ( FMCSA [redacted]) and use a company with a outstanding track record moving forward. It's just sad that regardless of what the fine print says, when there was $1,500.00 in damage that their claims company sent over a check for $111.00 and has yet to send any additional reimbursement.Desired Settlement: I would love to be reimbursed for the entire move or close to the amount of $1,500.00 that it took me to buy all new kitchen/dining room furniture, microwave, floor lamp,bed frame, and kitchen supplies and family heirlooms that were lost.

Business

Response:

We have been in touch through the last 2 years with the customer.We directed her through the claims process and she was awarded $111.00.After explaining to us her situation, we apologized for any damages - this was never our intention.I personally spoke with the customer 2 weeks ago and offer to quadruple the refund amount to $450.00. A check was mailed to her (San Francisco address) 12/*/15.I hope the customer finds this acceptable. Daniel A[redacted]

Review: We used Key movers to move us from our apartment to our house on April [redacted]. When we started to unpack boxes we realized that boxes were open and some were re-taped. Many items were damaged and there were a number of items that were stolen. We reached out to the [redacted] and although the conversations identified inaccuracies in his movers story he did not do anything to resolve the issue. Among the items missing were a child's crayola crayon bank ($2400), PS4 game system and the following games: Call of duty advanced warfare, MLB 2k15, Madden NFL 15, NBA 2k15, 2 white ps4 game controllers. We are still reviewing our DVD's as this box was opened as well.

We also have a number of broken items (TV, Wall Clock, Hockey stand, dishes, cracked wine glasses)Desired Settlement: We would like the stolen items to be replaced and we would like an apology.

Business

Response:

The customer notified us about on May [redacted] or [redacted] about missing items from a move that took place on 4/**/15.We asked the movers and the crew involved and they all denied any theft. We suggested to the customer to contact the police department and file a complaint with them. They have done so since then and we have been contacted by the police who received all the information of the movers. We are waiting to hear any updates on their investigation.We never had any theft issues with this moving crew or with any crews in the past. The customer used our services twice in the past and this was their 3rd move with us.We are willing and able to assist in any way to the police investigation.

[redacted]Key Moving & Storage, Inc.[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:

the company has not made any attempts to reimburse us for the property stolen. Although the [redacted] states that he has never had an issue with theft, according to [redacted] there are a number of reviews that advise him of theft related incidents during moves. Likewise, the [redacted] has also reviewed a number of companies on [redacted] so he is aware of the feedback or should be aware of the feedback that is left regarding his company.Does the business [redacted] hire people who have a criminal history? Are background checks conducted and if so and he is aware of their criminal past, what measures has he taken to prevent theft?He is correct that we have used his company 3 times and the first two times were without incident, therefore we feel that as repeat and loyal customers, the [redacted] should take the necessary steps to protect customers from theft as well as take the necessary steps to resolve and reimburse customers for these incidents should he fail to put the necessary safe guards in place to prevent them in the first place.

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

Sincerely,

Business

Response:

Good Morning.We have the dame back ground checks as we did in the past (during the other 2 times the customer used our services). As I mentioned to the customer I am not a judge or a lawyer or an investigator. I heard the customers complaints and listened to them as well as listened to the mover's side of the story. I am not able to say who is right or who is wrong and I can't make a decision. I offered to speak with the Police (which I did - I provided them all the information they requested) and hopefully we can find out exactly what happened.I have respect to the customer and I do not think they are misleading me but I also think the same about the particular movers we used in their job. I didn't have an issues such as this with anyone of them. If the customer have any suggestions for a resolution I would like to listen to them.Thanks, [redacted]Key Moving & Storage, Inc.[redacted]

Review: My 65 year old mother contracted with Key Moving and Storage to move all of her belongings from Long Island, NY to Los Angeles, CA. The company was unethical on all accounts. The most egregious of their actions was "shaking down" my elderly mother when the driver arrived with her things in NY. He would not unload her belongings until she agreed to pay him the balance of the move in cash. This was not the agreement. As with most moving contracts, final payment is due upon completion. The driver said he would leave with all of her things if she didn't pay him right then and there in cash. Because this was not the arrangement she had agreed to, she did not have this cash. And not only did he want the money before unloading, but he also increased the price of the move - stating the elevator was further than anticipated. So my mother had to leave her apartment and go to the bank in order to come back with a cashiers check for the driver - as she had no other way to get her things back, since the moving company was holding her items hostage. Then after receiving the payment he demanded, having no incentive to finish the job professionally, the movers broke a significant percentage of my mother's belongings as they threw boxes into the apartment in order to leave as fast as possible. My mother, having no way to get money back if they finished early. Note, the quote for the total amount was by the hour. This further makes the demand for payment before they were done unethical. For, how are they to know exactly what they are owed until they were done.Desired Settlement: The desired outcome here is an apology and a full-refund due the fact that none of the areas of the contract were satisfied by the company. And their mistreatment of an elderly women on her own is something the Revdex.com should take note of.

Business

Response:

Hello,

I will reach out directly to [redacted].

I have met [redacted] and her husband twice prior to moving. Some of the points of this complaint were clearly discussed and pointed out prior to moving (i.e. payment method and payment timing).

The main issue in my opinion is the attitude of the delivery driver towards [redacted].

I have called [redacted] after the delivery and discussed with her our process moving forward in compensating her for the damages. I personally apologized to her about the delivery issues.

Sincerely,

Review: Key moving and storage picked up my items 5/**/2014 from my home in [redacted] .I am moving to California and was told the the move would take 2 weeks. I was charged an upfront fee of $581 .It is now going on a month and no one seems to know where my belongings are located. I have called and asked where my stuff is located and have been given the run around . I've been told to call back or that I will be called back with answers and the contact information of the driver. I've called several time after being told I will be called back only to be told that they don't have the information the company that is being used to ship my items.Now I'm being told the [redacted] has the information and is the person with the information. Of course he is away from his desk and they will call me back. It's always an excuse ! Again I called 6/**/2014 and was told I have to call back at noon because only one person in the entire company that access to the driver and company contact information.I am very disappointed and concerned that my items will not be delivered.Desired Settlement: I would like my item located and delivered asap! There be some type of discount.

Business

Response:

Hi,

We acknowledge this complaint.

We have had a delay with this shipment.

It left the east coast later than anticipated and we apologize for that.

The goods are in California and are set for delivery in the new 1-3 days.

We have spoken with the customer with the customer as well as the driver.

Once the goods will be delivered we will offer the customer some compensation for this delays.

Thanks,

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 received my things on 6/**/2014. Key moving and storage claims they will compensate me but that hasn't happened yet.

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

Sincerely,

Business

Response:

I spoke with the customer 2 days ago and told him that I need to look at all the documents of the move in order to have a proper answer as for the compensation.

Since we just received the documents today we have determined that we can offer the customer $200.00 for the delay in the delivery.

Thanks,

Key Moving.

Review: This company was hired to move us from Montebello, NY to Charleston, SC. The foreman who was on site during the pick up of our possessions told us that they were going directly from our home to meet and transfer our "stuff" to the semi-trailer which would be delivering at our new address in Charleston. (Direct transfer from one truck to the other.) When our possessions arrived in Charleston my valuable, cherished bicycle was not among the delivery. It makes no sense that a large item like my bicycle which was loose, (not boxed) would be lost in a direct transfer from truck to truck to our delivery address. After making several phone calls, speaking to various employees including the owner - I never received a return call/response back from anyone. The only solution I was offered was a phone number and I was told to file a claim.Desired Settlement: This bicycle was valued at $1000 dollars with all the extra equipment attached/installed. However, it was actually worth a lot more to me due to the fact that it was going to be used for transportation purposes. I should receive full replacement value and not have to put money out of my pocket to replace an item that just disappeared. I trusted this company to do what they assured us they would do when we chose them to perform our move which was to deliver our possessions safely and securely!

Business

Response:

Hello,

We regretfully misplaced the bicycle.

We have and we are continuing to look for it but we haven't found it yet.

We explained to the customer the process to file a claim.

In order to expedite the situation and the process we are offering the customer $150.00 in refund.

Thanks,

Key Moving & Storage, Inc.

T ###-###-####

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