Leaders Moving Company

Ms. Toth,I am sorry to hear that your moving experience with Leaders was not a great one. I also apologize that there was some miscommunication during your moving process.  Since we price by inventory and not by the hour, our salespeople are trained to obtain an exact inventory of what the...

customer plans to move.  This allows the customer the ability to control the costs by adding and deleting inventory that they may move on their own.  As an example, as a sectional is multiple pieces, it is priced differently than a sofa in our inventory.  I apologize this was not thoroughly discussed during the quote process.  We do provide disassembly and reassembly services, however we were not made aware that we would need to provide those services for your move.  During the booking process it should have also been explained that our Operations Team would contact you the day prior with a timeframe of when our team would arrive.  I am sorry that this was not communicated clearly.  We work hard to ensure that our crews offer great service every time.  Our goal is to be on time, and work diligently and carefully to ensure that each move is an efficient and stress-free move.  We do understand that things happen and unfortunately there were some unforeseen issues the day of your move that put our team behind.  I do apologize that the delay was not communicated to you sooner from our Operations Team.  That is certainly not how we handle our customer service.  We appreciate feedback of all kinds so that we can continue to improve our service, for every move.  We realize that there were multiple communications issues on this move that created a lot of frustration and issues for you.  I do sincerely apologize for the miscommunication.  Due to these issues we did go ahead and credit you for 10% of your move, to help offset the communication problems and frustration that was created with this move.  Respectfully, Steve L[redacted], COO Leaders Moving & Storage

Leaders Moving & Storage Company takes great pride in the service we provide our customers and aspire to ensure customer satisfaction. On those occasions where we learn that we did not live up to the customer’s expectations we take great strides to remedy the situation. Unfortunately, during the customer’s move there was damage that occurred. Leaders has taken responsibility for the damage and has been working to resolve this matter directly with the customer. The customer is absolutely correct that this process has extended much longer than normal; however, all of the repairs have been completed to date.There is a discrepancy in the customer’s statement, “For the last 2 weeks we have emailed and left voice messages for [redacted] and his immediate supervisor with no response…”  There have been multiple emails exchanged between the customer and Leaders Company, specifically with Mr.[redacted].  I have attached copies of those email conversations for clarification.  We were waiting for a response to settle the claim, when the complaint was filed with the Revdex.com.Leaders Company has previously agreed to the amount of $2,475 (see attached email correspondences).  To that end, Leaders is more than amicable to issue the agreed upon settlement of $2,475 once we receive verification from the customer that they too agree to this and the amount.The repairs to the hardwood floors is a separate issue as the vendor was contracted directly through Leaders.  We only received a copy of the flooring invoice the date the complaint was filed.We have continued to be in communication with the customer and have once again agreed to the desired settlement of $2,475.  We are awaiting written agreement by the customer prior to any monies being sent.

We regret that there were issues with your move and that you are not happy with the service you received.  Leaders strives hard to make sure our customers' are completely satisfied with the entire move process, when hear we we have not lived up to our high standards we work hard to rectify the...

situation.  After reviewing your claim with our claims department and pulling your invoices from the moves dates 6/1/2015 & 7/15/2015, I have found the following information.The coverage that was included with your move included depreciated coverage up to a maximum amount of $4,323.00 & $4,248.00 respectively for the two moves.  There was a deductible of $100.00 on each of those moves as outlined in the estimate that was sent to you prior to each of the move dates.  This coverage was included at no charge on each move and was not something extra that was paid for at any time on either move.  Prior to each move, our customers' are required to fill in these amounts (total value amount of coverage and the deductible amount) as well as initial stating they understand that coverage and in this case, that the depreciated coverage was included at no additional charge.  We would like to accommodate the customer's desired settlement, however there is nothing to reimburse.Regarding the damage to the items in the box.  This box was packed and sealed by the owner prior to pick-up.  Unfortunately, due to the manner in which the box was packed (see photo attached) and the lack of proper paper being used to protect the picture frames, we are unable to cover these items.  From the condition of the box, it was not damaged or showed any signs of neglect or miss-handling.  This was also explained to the customer through the claims process.I have attached copies of each of the two moves and the signed agreements by the consumer for reference.Please advise.

What had been previously indicated in the letter to [redacted] is that even with repair, the china cabinet will not be the
same.   In fact the repair included modification
to the cabinet, one that should not have been needed had the move been handled
correctly.  This cabinet has been moved
four times previously without incident. 
It was in pristine condition.  It
is clear Leaders will not accept further responsibility for the change in value
of the cabinet given the modification.The Leaders response contains some errors:

 The
restoration firm did not pick up the cabinet and take it in for repair.  Rather a repairman came to the house drilled
holes and placed straps on the back.  I
signed a form that I thought indicated that the repairs had been made, I did
not realize this was a “release” which would seem to indicate that Leaders now
believes I have waived any further actions in this matter.


The release was not attached to their Revdex.com
response and I was not provided a copy from the restoration company who had me
sign the form after they drilled holes and placed straps on the back of the
cabinet.


The $200 payment was a refund of overcharged
amounts for boxes that were not used and therefore not packed.  Leaders seems to think they made this payment
to settle a dispute when in fact we were overcharged by the company.


They want to take credit for coming to pick up
the boxes when that was part of the services that was confirmed with them
before the move.  Had they not come to
pick them up I’d have yet another complaint.


The reduction to 3 crew members on the second
day cannot be justified by saying there was considerably less work on the
second day.  On day one the truck was
quickly loaded and driven to our new home, although from my observation, it was
less than ¾ full.  All crew finished work
by a little after 4:00 on the first day. 
On the second day, the truck was fully loaded and driven to our new home
and the move was not finished until after 6:00. 
The men working on the second day were running from the truck to the
house.  The cabinet was the last piece to
be loaded on the second day after they had been running all morning.  They were moving quickly and the cabinet came
apart.  I have never indicated this was
done in malice and so I’m not sure why that is in Leaders response, but I have
yet to understand how our most valued piece of furniture was left to last, came
apart when it should not have.

The Leaders response is rejected for these reasons.

Leaders Moving & Storage Company takes great pride in the service we provide our customers and aspire to ensure customer satisfaction. On those occasions where we learn that we did not live up to the customer’s expectations we take great strides to remedy...

the situation. Unfortunately, during the customer’s move there was damage that occurred. Leaders has taken responsibility for the damage and has been working to resolve this matter directly with the customer. The customer is absolutely correct that this process has extended much longer than normal; however, all of the repairs have been completed to date.There is a discrepancy in the customer’s statement, “For the last 2 weeks we have emailed and left voice messages for [redacted] and his immediate supervisor with no response…”  There have been multiple emails exchanged between the customer and Leaders Company, specifically with Mr.[redacted].  I have attached copies of those email conversations for clarification.  We were waiting for a response to settle the claim, when the complaint was filed with the Revdex.com.Leaders Company has previously agreed to the amount of $2,475 (see attached email correspondences).  To that end, Leaders is more than amicable to issue the agreed upon settlement of $2,475 once we receive verification from the customer that they too agree to this and the amount.The repairs to the hardwood floors is a separate issue as the vendor was contracted directly through Leaders.  We only received a copy of the flooring invoice the date the complaint was filed.We have continued to be in communication with the customer and have once again agreed to the desired settlement of $2,475.  We are awaiting written agreement by the customer prior to any monies being sent.

Please see the attached letter that clearly states
satisfactory repair was made and that the client releases liability. The client
signed accordingly. (Release attached)
The $200 payment was not an overcharge. The client was upset
that not all boxes brought were used and he had items unpacked. It is common
and procedure to take 10%-15% more materials than what is stated.
Picking up boxes from a customer’s home is normally not part
of our services. If a client uses our service, we will buy the boxes back as
long as the client returns them in reusable condition. Picking the cartons up
is not our policy. We agreed to drive 3 hours round trip, at no cost to our
customer, as a gesture of good will to the client in an effort to accommodate
them.
We provided adequate resources to complete the relocation in
a reasonably expected time frame. Leaders has been in the business for more
than 20 years and has extensive experience to aligning proper resources to a
specific job.  We do not charge on an
hourly rate and provided our customer in writing with a binding contract with
an exact price prior to any work being started. 
As the client states, the move was complete at 6pm.
It is understandable that the client is upset about the
cabinet being damaged. The cabinet came apart while carrying it. It was not
dropped or mishandled in anyway; it simply came apart. We have taken
responsibility accordingly and aligned a reputable and experienced restoration
company to repair the item and the repair was completed satisfactorily with the
customer signing such (see attached).
Leaders takes these matters very seriously and aims for
complete satisfaction with each and every customer.  Although we believe we have done everything reasonably
possible to resolve each and every concern brought forward we will continue to
work to resolve the additional concerns. Per our contact, the client had chosen
depreciated coverage with a $100 deductible (contract attached). The national average
depreciation schedule on furniture is 10 years. As an additional effort to
resolve this, if the client has the cabinet appraised from an appraiser to
determine current value and provides us the original date of purchase and the
original cost…we will take the depreciated value and reduce it by the appraised
value and deductible. Whatever the balance is, we will be more than amicable to
paying this difference.

A rebuttal to Steve L[redacted]'s response.  I understand why Steve L[redacted] is confused as to the statement being inaccurate and untrue because he never got himself involved in making sure he has satisfied customers.  I will point out the inaccuracy's for him.  First and foremost Leaders was made away of the damages the day the damages happened by both myself who called in and talked to someone at leaders and called back and left a message for Deirdre S[redacted] on 09-01-2016 (my phone records can prove this).  Also the movers themselves at our urging let the company know about the damage that same day.  What Mr. L[redacted] is referring to when it comes to the date of 9/13/2016 was how long it took for a return call from Deirdre S[redacted] after three or more phone calls were left for her (again I have phone records to back this).Yes repairs were done by myself on 09-07-2016 and 09-08-2016 before Deirdre or anyone for that matter ever got back to us on the claims.  They again were NOT done prior to reporting the claim.  They were done before anyone could come out because as I have stated before our buyers where having their final walk through on 09-8-2016 at 2pm which can agian be proven just by asking the buyers and their realtor.  I was not able to let a claims process play out and risk the chance of my house not selling.  This would have cost us 10's of thousands of dollars.  I guess Mr. L[redacted] doesn't understand how buying and selling a house works since he is so confused on this issue!  I settled on the work I did for $200 dollars which I can guarantee saved the company (Leaders Moving) over $1000 dollars not having to pay a professional to come out and fix the walls, trim, flooring, and door casings.  Then with the pictures you can see the massive amounts of damage to my treadmill.  But since it still works Leaders would give me no more that $200 for a $4000 dollar treadmill with built in TV.  Yet Mr L[redacted] wants to puff his chest out about the $400 dollar settlement when in turn he made out like a bandit!  These agreements were made because Leaders Moving and Storage said that was all they could offer.  Leaders did schedule a preferred vendor to address and repair all other items that were damaged which was a lot!  There was no custom made desk.  I am not ever sure where he got that information but it again does not surprise me since he took no part in the terrible move that we had.  We had a custom made Dinning room table that we had never used that was bought just months earlier.  They did want to take the Dinning room table to their shop and when we called them to see how long it would take they said it would take 6-8 weeks because they were very backed up.  I told them this would not be acceptable and I was going to have to call Deirdre.  I told her that my family couldn't be without a table for 6-8 weeks and if this is what was going to have to take place they needed to rent us a dining room table.  She said that they couldn't rent a dinning room table but they could possibly get us a fold out card table!!!!!!   REALLY!!!!!!  At this point I was so mad that I called and demanded to talk with someone in charge.  I was put in touch with Derrick.  He was super friendly and came out to the house to see all the damage.  He was very apologetic.  Very nice man!  He was the one that said if our customer builder looked at the table and deemed it need to be replaced then they would do that.  Derrick left the company with in the week so things never progressed the way he wanted them to.  I wanted to write this letter to point out the mistakes and untruths that were being told.  Today on 11/21/2016 we have agree to settle on the last item the hard wood floors.  We are settling for $750 as long as the Settlement Agreement and Mutual release paperwork reads the way I want it to.  Thank you to the Revdex.com for helping me get this matter solved when it felt like nothing else was going to work.  PS please make this public for all to read so they to can make an educated decision when it comes time to choose a moving company!  Also a special thanks to Bruce S[redacted] who helped me out a lot this last week!Best Regards, [redacted]

[redacted] had contacted our office on June 13th for a bid on an upcoming relocation. She did provide a detailed inventory of what she would like us to move. In turn we have given her a cost of $560. At that point [redacted] decided to schedule the relocation for July 2nd. On July 1st, we contacted...

[redacted] to confirm the move as well as provide the expected arrival time for the following day. We did arrive in the time window as promised. The move was complete and the final cost was $565. I am truly sorry that [redacted] feels the move had taken longer than she expected or would have liked. The move was complete at 2pm with no damages and virtually the same cost as quoted. Although we feel the move was successful, we are discouraged that the client is not happy and would like to change such opinion if provided the opportunity.

Leaders Moving takes great pride in the service we provide our customers. On the occasion where we learn that we did not live up to our customers expectations, we take great strides to remedy the situation. Regarding our clients recent move, the original bid of the relocation was $5082 which...

included a full service pack. This cost included a packing and material charge of $2379 and move with coverage charge of $2703.  I have attached the call log that does show the client called at 8:30 a.m. on 9/29/14. During this call the client reduced the work that was originally bid. She removed all of packing services and greatly reduced the inventory to be moved. The final moving cost with coverage was $1749. I have attached the vehicle tracking report that shows the crew arrived at 11:52 am. The customer is correct that the crew was late for our arrival. Upon arrival it was clear that although the client had removed much of the inventory from the original quote, most of this inventory was in fact still at residence, needing to be moved. The attached vehicle tracking report shows a 2nd truck arrived at 2:52 p.m. The 2nd truck contained a move manager and a conversation was had with the client about the additional inventory that was being moved, but yet removed from the original bill. The original job was estimated at 2 and possibly 3 days. This would have required a couple crews to accommodate. In fact , the move was decreased by over $3300 which 1 crew could accommodate. The 2nd crew was sent out to assist for a portion of the move but not to finish the relocation as that crew had other work to perform. It was noted by the 2nd crew that there was a great deal more to move than what was charged for. At no point was there a confrontation of cursing and yelling. If we would have known prior that we would be moving almost everything from the original bid we would have attempted alternative plans to accommodate the client. With the work to be done, it was impossible to complete the move in 1 day-regardless if we had shown up at 8 am. The crew loaded and delivered a truck load as well as loaded a 2nd truck load to be delivered the next morning. The next morning I had spoken to Mr. [redacted]. He was understandably not happy that we arrived at noon the previous day and that they were suppose to be out of the home. However, he also stated how pleased and impressed he was with the crew. At this point they had unloaded the truck from the day before and was heading back for yet a 3rd truck load. I told Mr. [redacted] I was very sorry that we were 3 hours late the day prior and due to our mistake we would honor the $1749 price we provided. At no point did the price increase. As stated earlier, the move/coverage cost from the beginning was $2703. Although we moved about the same amount of goods, we only charged $1749. The job had taken 57 hours and 3 truckloads. We treated the client extremely well. I told Mr. [redacted] I would have our Operations Manager call him as well. The Operations Manager had called him 2 times in my presence with no answer. The crew was tipped $300 from the client and the client wrote a check for payment of $1749. The check was deposited and was returned as the client had stopped payment. There was no call from the client at any point to indicate there were remaining issues, a return call or any explanation. I called Mr. [redacted] to inquire about the stopped payment. He was brief in stating I needed to call his wife for a breach of contract. I contacted Mrs. [redacted] and she asked to call her after 5pm. I called her as instructed. The phone rang 2 times and then directed to voice mail. I had left a message stating I was calling as instructed and to please return my call. I attempted the following day as well. There was never a return call. On 10/21/14, I contacted Mrs. [redacted] only to be hung up on 3 consecutive times. The 4th call was to Mr. [redacted] in which he did not answer. I had left him a message asking him to please call me as his wife will not take my calls as I am attempting to resolve this matter. I have yet to receive a call from either. We had called Mr. [redacted] on 10/31/14. He said he never received any paperwork. We are sending a copy via mail. The client states they had called after the move about a $400 discount and in turn we raised the cost of the move. The client never called and it would be impossible to raise the bill on a move that was already complete. At no point did the bill increase. The client asks for a $200 cleaning fee. I am unsure of how this would be a move related issue. The client states they had paid $200 for a rental truck. We would like to see this receipt for a truck rented after we performed the move. The client states we should pay $100 for a babysitter to start packing. I am unsure of how this relates to us doing a move and the client was not charged anything for packing. The client asks for $300 in labor. I am unsure of why the bill would decrease by $3300 due to client doing some of there own work but yet attempting to charge us for there personal labor to do such. It is unfortunate that our client has chosen this course of action. It is seldom that issues cannot be resolved between parties. We welcome dialogue to resolve the issues and ask that it be in a professional, honest manner. At this point, we have not been paid for any of our services rendered. The $1749 check that was written was in bad faith. We have provided $954 in savings to the client and now being asked to provide an additional $900 for essentially being 3 hours late. We take full responsibility for not meeting our deadline for arrival, $900 on top of the $954 we have already provided to our client seems extreme. We certainly understand the stress associated during a move, however writing a check in this manner is not only illegal, but unethical. Leaders is hopeful this matter can be resolved and an amicable resolution can be found for both parties.

Leaders provided very poor moving service causing, among
other things, damage to a cherry wood china cabinet, and overcharged for
packing materials and packing services. 
With regard to the china cabinet, Leaders indicates in the
recent post that they attached a “letter that clearly states satisfactory
repair was made and that the client releases liability.  The client signed accordingly.”  In fact, the attached is a work order
and it did contain a release regarding liability.  I see now in the way Leaders is using it to
defend their actions, that I should not have signed it.  Liability used as an obligation to pay is a
legal term and obviously if I brought this matter up in a court of law I would
lose.  However, I never have contemplated
going to court over this, or anything like it. 
I always believed that reputable companies stood behind their work, and
once I made the issue known to [redacted] we would be able to
reach an understanding.  My letter to him
is dated July 17, 2014 is just one day after I signed the work order.  It is attached again.  In it I make it clear my belief that the
cabinet will never be the same.  I admit
I wrote the letter with the sort of belief that the Revdex.com promotes…”it begins with
trust”.  He never replied to my letter,
and I should not be so gullible to carry this belief.  Let this serve as lesson #1, do not sign
anything until you understand you are dealing with a reputable company.  
In Leaders previous response to these issues, they indicated
that on the second day of a two day move that “There was a truckload of goods
remaining to move on the 2nd day. 
This was considerably less work than the first day.  3 men is what was required to perform this
and that is what was sent.”  On the first
day 4 men worked and they finished by 4:30. 
In this latest response they now say “We provided adequate resources to
complete the relocation in a reasonably expected timeframe.  They go on to state, “as the client states,
the move was complete at 6pm”. 
First of all the “client” stated the move was completed after
6pm.  And when the top came off the china
cabinet the men had been running all morning. 
Despite having personally pointed out that the dining room furniture was
the most sensitive part of the move, the china cabinet was the last piece to be
loaded.  Only two men picked it up and
had there been a four man crew, maybe, just maybe, they would have used 3 men
to pick it up.  After all the cabinet is
triangular shaped, heavy, and would be unwieldy for just two crew members.  Instead, the two moving crew were hurrying and
didn’t make sure they properly supported the cabinet and the top immediately
came off and crashed to the floor.  This
cabinet has been moved 4 times before without any incident.  It would seem to me that if handled correctly
this would not have happened.
Leaders states “The national average depreciation is 10
years.”  Leaders states “we will take the
depreciated value (which is zero to their way of calculating it) and reduce it
by the appraised value and deductible.” 
This is nonsense as an “effort” to settle this matter.  Actually, it is insulting.  Our 20 year old, Amish crafted, cherry wood
china cabinet is worth zero to Leaders. 
And that is how they handled it. 
That is probably why it was left for last and why the two moving crew,
that had been running all morning, could pick it up quickly, and of course not
support it, allowing it to come apart and crash to the floor. 
It is difficult to keep in mind that “Leaders takes these
matters very seriously and aims for complete satisfaction with each and every
customer.”  But here is my response:  The cabinet is not the same, never will be.  This attempt by Leaders to resolve this not
really an attempt at all is it?  If there
is any question about that, I reject their offer.
Leaders states “the $200 payment was not (for) an
overcharge.  The client was upset that
not all boxes brought were used and he had items unpacked.  It is common and procedure to take 10% - 15%
more materials than what is stated.” 
On this issue “the client” did call to Leaders attention,
both through a letter to [redacted], and subsequently on phone calls, the
fact that the quote (also attached) included $529.00 for packing
materials, which is listed on page 1 as 150 boxes, 150 lbs of paper, 8 packing
tape, and 10 dish packs.  So on average
that is $3.30 per box.  This issue is not
based on an observation that many boxes on hand were not used on the move
date…the so called 10-15% extra that is “common”.  100 boxes were actually used in the move (I
counted them) and we packed 15 of them. 
The 50 unused boxes then would equal $165 ($3.30 per box times 50 unused
boxes) of the $529 we were charged for packing materials.  Any other reputable company would have not
only taken care of the amount overcharged but also offered to make amends usually
providing something additional. 
The packing services quote was $1,343 when divided by 160 to
include the dish packs that is an average of $8.40 per box packed.  Leaders packed 85 boxes and 10 dish packs and
we packed 15 boxes.  That means we were
charged for packing 65 boxes that Leaders never packed.  65 times $8.40 is $546.  So the total amount that Leaders overcharged
us is $711.  They sent us a check for
$200 to cover this.  Attached you will
find the price quote that includes the number of boxes for the move and the
pricing quoted and a letter from Leaders confirming that they had picked up 89
boxes.  The 100 count is further
confirmed by this letter.  Because we
have used ten small boxes to store some books and when added to the 89 returned
it verifies the 100 boxes used.  Their
response to date on this issue is completely unsatisfactory and I continue to
believe we have been over charged.  I’m
not sure that I’m “upset” about it, though perhaps that would be a reasonable
reaction.
Leaders states “picking up boxes from a customer’s home is
normally not part of our services”.  However,
this is a question that we asked all vendors that we received bids from for
this move.  We took those answers very
seriously.  One might say we took those
answers as seriously as Leaders claims that they “aim for complete satisfaction
with each and every customer.”  Again, it
starts with trust, doesn’t it?  Well,
Leaders answered yes when asked about this, that they would make arrangements
to pick up the boxes a couple weeks after the move, all we had to do was
call.  This was verified with the movers
on move day.  Now they are making it seem
like they provided something way over and beyond their normal service and they
don’t understand why we are not grateful. 
So the second lesson learned is do not trust anyone when they say “no
problem, just give us a call and we’ll come pick them up”.  Clearly we erred in not getting it in
writing.
We had previously asked for $1000 but at this point I will forego anything from
the Leaders.  This complaint and the other entries I’ve made regarding this
issue should be posted to the Revdex.com site for Leaders. We probably would have gone
with the low bid company that was about $1,000 less than Leaders, had something
like this been posted there when we checked it before hiring them.  That low bid starts looking like it makes more
sense given the amount Leaders overcharged us.  I erroneously thought we were hiring a company
we could trust should something like this happen.  It is clear they are not that type of company and it appears they are going to continue to mislead, obfuscate and refuse to accept responsibility.  Perhaps,
others can learn what “buyer beware” means from our mistake.

Leaders Moving Co. has been a member of the Revdex.com since inception in 1994. We are extremely proud of our superior standing for over 20 consecutive years. During this time we have serviced well over 100,000 customers. When there has been issues, we have apologized and did our best to rectify the...

issues. Less than 100th of 1 percent are brought to the attention of an outside party such as the Revdex.com due to an impasse. In the issue brought forth there are several inadequacies, untruths, gross amounts and outrageous demands being displayed that have slowed the resolution process. None of which is being brought forth by Leaders Moving. The client was contacted 7/28/15 by the Director of Operations, Jason F[redacted], to discuss issues that had occurred during his move. The client was upset due to damages that had occurred. During the conversation the client stated he had stopped payment of the $3473 move cost due to damages that had occurred. He had canceled the charge immediately after the relocation and prior to speaking with anyone in management with Leaders Moving. He was told that payment must be made prior to addressing any claims, but in this case we would go ahead and move forward with getting a third party restoration firm to evaluate the damage. The client states he was told I, Jason F[redacted], am evaluated of our company’s profitability. Simply put, this is absolutely untrue. In fact, he was given a sincere apology and told we will do our best to remedy the damage done. The client has also indicated the crew was “intoxicated or drunk”. It was 9am in the morning and all employees are subject to strict drug free workplace policy.  The attempt at slander is ill-advised.We contacted [redacted] in the Chicago area and they contacted the client directly. The client aligned an appointment based upon his schedule for 9am on 8/13/15. [redacted] met with the client and he walked through his residence indicating the items requiring attention per our work order. The evaluation was emailed a few days later stating $1,215 in repair costs. In addition to the repair, there was a $4,000 sofa that could not be repaired due to scuffs in the leather. A copy of the evaluation was sent to the client along with an email asking if he was available that same day to discuss. The client replied asking to be reached at 2pm the following day. The client was contacted at 2pm as scheduled. During the conversation the client was told we would move forward with repairs, but the sofa would need replaced. Leaders would deliver the new sofa and retrieve the existing. The client stated it may work best for him to keep the damaged sofa and receive cash for the damages. It was explained we would be open to this, but if he wanted to keep the sofa we could not pay 100% of the replacement cost but would pay 100% of the damage repair bid. He understood and wanted to think about it over the weekend. A week had went by and the client never contacted us. An email was sent to the client 8/28/15 as a follow up. The client responded via email 8/31/15. The email demanded a cash settlement of $7,077 plus the repair bid submitted by [redacted]. Although the client had shown the vendor the claimed items, he added to the items he had shown. The client ended his demand stating if we did not pay the amount he asked for he would use social media, Revdex.com, PUCO, USDOT and other communication mediums to tarnish us in whatever way possible. It was certainly unwarranted to make such demand as we openly tried to purchase him a brand new sofa and repair the damage of the other items. We did respond by letting him know we will continue to solve his actual damage and if he wanted to keep the sofa we would reduce to replacement cost by $1000 but believe him allowing us to replace it is the best solution.Another week had went by before the client sent an email 9/7/15. This email was inquiring how the $1,000 for the damaged sofa was determined. We responded, letting him know this is what we felt we could realistically sell it for. The sofa is 1 year old and the replacement is $4000. We again suggested allowing us to replace the sofa as the best solution. 2 weeks had went by and on 9/20/15 we received an email from the client demanding to his amount or he will deface us via social media, lawsuit and contact his local tax department and report us for unpaid taxes (client states that he is an accountant). We again responded asking for the opportunity to resolve the actual claims. On 9/22/15 the client submitted a claim to the Revdex.com and had increased the amount of resolution to $8,500. There is no reasonable justification for such amounts. We have had a restoration company view the damages with the client. They have submitted a repair bid of $1,215. In addition to the repair, we must replace the sofa. The client’s justification has been “pay it or I tarnish you”.  Leaders Moving operates with the highest level of integrity. We will answer to our mistakes, but we will not pay someone to keep quiet about the mistakes we do have. That is simply unethical and immoral.From the initial conversation with the client, we have tried numerous times with expediency to resolve the claim. The time line clearly showcases this. It is unfortunate that there were claims on the move and we certainly regret this fact.  Although we realize that there will be times where two parties will not always agree, we feel the Revdex.com is an important asset in that process to help find an applicable resolution. That being said, the Revdex.com should not be used as a public forum to share false accusations, slander or defamation of character of Leaders Moving or any of its employees. We want to resolve and have shown nothing but good-will in our effort to do so. Even knowing the client had canceled the payment and we have received $0 for the move to date. Our faith and trust toward the client has been tarnished and at this point cannot proceed without being compensated for the relocation per our contract and morals.Upon client paying us for the services provided:1) We will purchase and deliver a new sofa and retrieve the existing.(If the client would like cash settlement by keeping the sofa, we will reduce $1000 and pay client directly.)2) We will send the full value of the repair bid to client, reduced by his $500 deductible.It is our desire to resolve this matter in the manner as outlined above and in a professional and responsible manner.

I am rejecting this response because: The movers took way longer than they should have d/t excessive breaks. The company can agree with their employees all they want but they were wrong. I was quoted $567 not $560 so the head people don't have it all together either. I ddi have some damages when I unpacked. Your company is not a good moving company I don't care what you say. You were also observed by other consumer's who also thought you did not do a good job. 
Regards,
Liz Riley

I am rejecting this response because: in the attached, there are 3 types listed, however, I was not able to elect one; clearly they selected and highlighted an option for me.  Further, as I've previously stated, PUCO and their legal team support this information.  There is no disputing these facts.  The movers also did not bring the contract to me for signature until they had loaded half of my belongings and threatened to leave me if I did not fill in the indurance info as they directed.  The amounts/values and my sign-off were only in that contract because I was instructed I had to or I would be left with no movers.  There is NO WAY I would have known a specific value to fill in or that I had an option at that point to choose an alternative.  I was threatened.Further, I am also including as an attachment where [redacted] Cards has resolved my dispute with Leaders in my favor, so Leaders absolutely cannot deduct the cost of my move from any claim payment as the service payment is not due.  When this all started, I simply wanted to keep the two issues separate - the claim and the service dispute and this Revdex.com dispute is just for the claim payment and I when I was trying to resolve directly with Leaders, I simply wanted them to keep everything as separate issues and not deduct what was unrelated to my damage claim.  Only when they refused and I had my damage claim reviewed by PUCO and the legal team did they determine, using a LEGAL TEAM that Leaders did not follow protocol.  I want what is legally due to me under the regulations as stated by PUCO.
Regards,
[redacted]

Leaders
Moving & Storage Company takes pride in the service we provide our
customers and aspire to ensure customer satisfaction. On those occasions where
we learn that we did not live up to the customer’s expectations or in cases
where errors were made, we take great strides to...

remedy the situation.
Based
upon the photographs that the client provided, it was evident that the damages
that were being claimed were "pre-existing" and not caused by transit
or move related. However, we have reached out to two separate industry experts
that deal with move related damages daily and have extensive knowledge
identifying and repairing these specific types of damages. Based upon their
independent assessments, they stated the following: Industry Expert #1 -
"The pattern of scratches are not consistent with moving damage. Fresh
damage will usually wood-colored and fresh in appearance (i.e. lighter colored). From the
photos provided the scratched areas appear to be white in color. This could be
consistent with an attempt to repair/cover up these scratches in the
past." Industry Expert #2 - "Move related damage is
usually a large scratch or gouge and not multiple scratches in one area. The
multiple scratches appear to be from extreme wear and tear. The white,
paint-like substance in the damaged areas could be the finish breaking down
(what [redacted], claims Manager referred to as "oxidation").
Although Mr. Pace's reference to the term oxidation may not have been
technically correct, what he was trying to explain is that these were not fresh
scratches and were aged...therefore, not a result of the move. It is clear from
the dresser that the majority of the scratches are concentrated around the
handle. This would be consistent with the explanation of extreme wear and tear
from heavy use, not transit related and a normal breakdown of the finish due to
the items age.
 From
review of the complaint expressed by our customer and our conversations with
two separate industry experts, it would appear that the two items named in this
claim did not sustain damage as a result of the move.
Leader’s
reputation for the past 21 years has always been one of stepping up to the
plate and admitting when a mistake or damage has occurred and correcting the
problem. Although we are confident that these damages have been proven to be pre-existing,
in an effort of good-will we are more than amicable to send a third expert to
provide a visual inspection and assessment of the items. If a third expert
differs from the opinions of the other two, we will proceed to have the items
repaired. However, if a third industry expert agrees with the current
evaluation, then we will have no other alternative but to close the claim based
on its pre-existing status.
If
this is agreeable to the client, please let us know and we will get a third
inspection scheduled immediately.
[redacted], COO
Leaders
Moving & Storage

Leaders Moving & Storage Company works diligently to provide the very best service possible at the highest level of integrity.  Although goal is to always exceed our customers' expectations on every move we service, we realize there are times we fall short of that goal.  When a mistake...

is made on our end we fully accept responsibility and work hard to resolve it in a fair and responsive manner. Regarding this situation, we have done no less than just that.  We have made multiple attempts to correct he damage that was unfortunately done during this move.  There is more to this claim than was originally communicated that is important to understand and will help with the bigger picture.On 9/18/2014 a claim was made stating that three (3) of the decorative bedpost finials were missing, a tear in the back of the leather sofa, and small scratches on a bookcase and desk.  Our claims department dispatched a repair company that specializes in wood restoration to repair the two items that were scratched.  The repair was completed (the materials used in the repair were materials specifically designed for these types of repairs).The customer was not able to provide any information on the bed (make, style, model), but stated that the bed with the missing finials was purchased at Kittle's.  Our claims department contacted a representative at the store to inquire about the bed that was purchased there by our customer so that we could order replacements.  After a thorough search in their system, there was no purchased made for any bed under that name and their records go back to the date that Kittle's opened.  We reached back out to our customer to inquire if he could provide further information so that we could locate the model/style of the bed and order replacement finials.  The customer then stated that the bed was a gift and that it would have been under the same last name, but a different first name (customer could not provide us with the first name - unknown).  At that point, we reached out to the Kittle's distribution center and had them try to help us identify the model/style of the bed and to re-search for a purchase under the last name of our customer.  Kittle's showed no record of this customer's purchase.  Since we did not have a make/model or style of the bed, we then contacted a company that could re-manufacture the finials that would be an exact match to what was originally on the bed.  Our customer would not accept this resolution and stated he wanted $4,500 which he claimed was the original purchase price of the bed.  Due to the fact that our customer could not provide a make/model/style of the bed and declined our offer to re-produce matching finials, when then offered a cash settlement of $100 per finial ($300 total).  Finials found on-line ranged anywhere from $13 to $40 per finial so our offer of $100 per finial was more than fair.  Again, this offer was declined by the customer who stated again he only wanted the bed replaced...nothing less.Regarding the leather sofa damage - there was a definitely visible damage to the back that was most likely caused in transit.  We assigned this repair to a company that specializes in professional leather care and repair.  When the owner of the company reached out to our customer to schedule a service call, our customer refused to schedule and stated that we was going to "explore other options".  At this point, if a customer refuses to allow us the opportunity to repair the damage we have no alternative but to close the claim.  The settlement check that the customer was referring to on the amount of $300 was simply to cover the cost of the missing finials.  The desk and the bookcase were repaired originally.From review of the complaint expressed by our customer and our conversations, it appears that the customer is set on having all of his damaged furniture replaced. Leaders has made multiple attempts to resolve this matter for our customer, unfortunately if we are not provided with the proper information and the customer refuses the efforts to repair the damage there is not much more we can do aside from provide compensation for the missing finials.All of Leaders communications and documentation of this claim are filed electronically in our system.  We are more than happy to provide any documentation to substantiate the information above.We desire for an amicable resolution and are more than willing to work through the Revdex.com to achieve that goal.Steve L., COOLeaders Moving & Storage Company

I have spoken directly with the customer regarding this claim and have expressed my sincere apology that this claim has taken so long to be resolved.  Our customer has allowed us to bring her piece to one of our local restoration specialists and have the item fixed correctly....

 Unfortunately, there was a definite breakdown in communication from our vendor assigned to the claim, which I have already addressed.Per our conversation, I will be picking up the item to be repaired in the next several days.  If the repairs are not 100% to the customer's satisfaction I have agreed to purchase a new unit.Leaders strives very hard to exceed our customers' expectations and when we fall short of our goals, we take the necessary steps to make it right.  I am thankful for the opportunity that the customer has allowed us to correct this situation.Sincerely,Steve L[redacted], COOLeaders Moving & Storage Company

I regret that Mr. XXXXXX feels as though Leaders has made his recent move experience a less than positive one.  Leaders Moving Company has taken great pride in the past 24 years of providing the very best in the moving and storage industry.  We have worked diligently to take the very best...

care of our customers before, during and after the move.  We do not take any concerns brought to our attention lightly and always work toward resolving issues expediently and amicably for all parties involved.  I believe the thousands of positive reviews posted over the years on multiple sites truly reflect reflect that drive and passion.In this particular situation, there were a few more details that I feel need to be shared to more accurately reflect the circumstances of this move.  First, it is important to note that Leaders Moving Company does not charge like most moving companies by the hour, instead we are use an inventory-based system and only charge for the items being moved regardless of the time it takes.  As such, we receive the inventory and then provide a price guarantee quote.  In Mr. XXXXX's case, the information he provided to us regarding the safes and bar were that the safes were sitting on a counter top and under 100 lbs. each.  The bar, we were told, was a three (3) piece bar that came apart and could be moved easily.  Unfortunately, this was not the case as our experienced crew discovered when they arrived at the job site.  The safe was much larger/heavier and required specialized equipment.  Typically, any safe that exceeds 300 lbs. we will contract with a third party vendor that has the correct equipment to safe move these items.  When the crew foreman discovered these items not to be accurate, he spoke with the Operations Manager via phone who suggested coming to the site to accurately as the situation himself.  As the crew foreman described, the safe was much more than a 100 lb. safe.  The Operations Manager agreed that we would help him with this, but due to the changes of the items he arranged with Mr. XXXXX to move the items on Monday morning.  Mr. XXXXX has spoken with the new homeowner who apparently was getting his floors cleaned on Monday at 9:00 am and the Operations Manager committed to getting the items moved prior to that time.  At this point, we were told that the new homeowner was in agreement with this plan, but requested that we arrive at 6:30 am.  The Operations Manager explained that our crews arrived at 7:30 am and could be to the job site before 8:00 am, but offered that he would come out to the site at 6:30 am himself as requested and do all of the prep work needed to move the items quickly when the crew arrived.  Both the homeowner and Mr. XXXXX agreed to this plan.  On the following Monday, the Operations Manager arrived at the job site as planned, but instead of Mr. XXXXX being there, his parents were there in their car outside of the residence.  Mr. XXXXX's mother explained that there were issues between Mr. XXXXX and the homeowner due to unresolved repairs that were to be made prior to closing and were not completed.  Due to this, the new homeowner would not allow anyone in the home to remove the items as planned.  The Operations Manager was told to wait and ultimately sat for approximately one (1) hour waiting for a resolution.  The Operations Manager approached Mr. XXXXX's mother in the car once again for an update...she did not have anything, but called her son with whom the Operations Manager spoke to at that time.  During this conversation with Mr. XXXX, the Operations Manager suggested rather than having the guys wait back at the shop for instructions and given the time it would be best to have the guys brought to the job site so that when the issue was resolved, they could immediately get the items removed prior to 9:00 am as originally planned.  They agreed this was the best plan.  However, as the Operations Manager return to the shop (10 minutes away), Mr. XXXXX called him and explained that he was originally going to call the police in order to remove his items, but instead said that we would just cancel this move and he would call back to reschedule another day.Mr. XXXXX did call back at the end of the week and wanted to be moved the next day.  Unfortunately, that day he requested was already completely book and Leaders was not able to accommodate.  Mr. XXXXX then called another company to remove his items at the home.  At no point was the Operations Manager not responsive nor did he not return calls.  What is unclear is that even though Mr. XXXXX had contracted with another company to move his items out after Leaders was not able to fit him in on the schedule at the last minute...why was the bar not moved at that point?  It appears there is more to this situation, specifically between the new homeowner and Mr. XXXXX that is still unknown.Leaders has built our reputation on quality service and professionalism.  Although we take great step to eliminate issues from any stressful move, there are certainly times when errors are made.  Leaders will, and has, always stepped up to the plate and taken full responsibility when the errors are caused by anyone on our staff or the company.  However, in this situation it is clear that we were not provided with accurate information regarding the items to be moved.  Although additional steps were taken to resolve this situation by management of Leaders, there were obviously extenuating circumstances between the homeowner and Mr. XXXXX that added to the problems.Leaders is more than happy to re-quote this move for the remaining item (bar) that was not moved by Leaders or the moving company that was contracted.  Mr. XXXXX will need to advise if he would like to go this route.  It is also important to note that Mr. XXXXX did not receiving any invoice from Leaders (including the 1 hours of wait time that is normally added to the cost).Sincerely,Steve L[redacted], COOLeaders Moving & Storage Company