Long Island Moving & Storage Inc.

Review: The movers pushed the elevator doors back in the door pocket and off track while they were moving our furniture out of our former apartment building. As a result, the elevator broke. A repairman was called to repair the elevator damage which totaled $461.66. The apartment building took the money out of our security deposit. In addition, because the movers broke the elevator, the move took hours longer & we were billed for the overtime. I submitted the repair report to the moving company and they deny liability. I am seeking reimbursement for the elevator repair charge and the overtime charges.Desired Settlement: Reimbursement for the elevator damage and the overtime for the move.

Business

Response:

This is in response to [redacted]'s complaint. We had done a move for her on 8-**-15. She is claiming the men move the elevator doors off the track, that they broke it. She had put in a claim for this. The type of valuation she has it does not cover this. We still submitted the claim to our insurance company to see if they would handle this. The insurance company denied this claim. They denied it for the fact that the men could not physically do what they are claiming and other people besides the men were using the elevator throughout the day. The elevator doors are extremely heavy and were probably faulty or old. The landlord is trying to blame the shipper to get money out of them. Which in turn they want to put in a claim so they don't have to pay and make us pay for it....Again, to state our position, we were required to use the elevator to facilitate her move. However, we were NOT given exclusive use of that elevator. Other people were utilizing the same elevator all day. Our movers did not remove the doors of the elevator which is not physically possible to begin with, nor did they jam up the doors. Whatever mechanical condition the elevator was in, is/was unknown to us. We did the best we could do under the circumstances. There may have been a "pre-existing" faulty condition of that elevator to begin with. Whatever the circumstances are, LIM&S is not the culprit! Also, under the terms of the "valuation" coverage the shipper chose and signed for before the start of the move, she is not typically covered for damage like this, even if we were deemed responsible for said alleged damage. The shipper had a choice (as do all our customers) to select the basic NYS regulated valuation coverage of .30 cents per pound (which is free of charge and come gratis through LIMS), or one of several valuation coverage options which is offered at an additional fee. Example: $10,000. "ACV" coverage at a $150.00 premium fee, or others insurance options that cost accordingly. **Also; shippers personal homeowners coverage may very well cover a move of this nature at no additional cost. In closing this letter, I hope this clears up the matter with the Revdex.com and shipper. As a side note, LIM&S even submitted this claim several times to our carrier in hopes of some relief for shipper, but as we stated above, this claim is not a valid claim, nor covered under the terms of the coverage Miss Udell chose herself on her moving contract (in writing) even if LIM&S were deemed liable and responsible.

Consumer

Response:

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

In response to the moving company's statements: The movers were the only people using the elevator when it broke. They held the doors open even after the alarm sounded for the doors to be shut. As a result, they prevented others from using the elevators and were the only ones at the elevator, holding, and pushing the doors when the elevator broke. The elevator was working without a problem until midway through the move when the movers pushed the doors all the way in. In addition, the movers are very strong men clearly as they lift furniture all day for a living. They are strong enough to push the elevator doors. As a result of the movers' poor judgement in pushing the elevator doors, I lost my security deposit and was charged close to double the price of the actual move as a result of the movers breaking the elevator. The liability insurance which the company submitted prior to the move includes coverage to the building. This liability insurance was submitted to the management office of my former coop and includes up to $100,000 of coverage for damage to the premises. I have attached a copy of the aforementioned insurance. The moving company is referring to my personal coverage which I never referred to in my complaint. This company has the liability insurance and means to right this wrong and reimburse me for the mistakes their movers made. I am completely dissatisfied with their response and service. This company prides itself on customer service and experienced movers which unfortunately were the largest faults I found with this company, if not outright lies. I incurred weeks, followed by months of unreturned phone calls and emails, clearly this is extremely poor customer service. On the day of our move, we were given one experienced mover and two inexperienced movers, one of whom is responsible for breaking the elevator. Their response to our claim appears to be yet another lie. I am shocked by the lack of professionalism of this company, it is unacceptable.

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

Sincerely,

Review: On 5/**/14, The Long Island Moving & Storage Company provided 1 van and 2 men. The moving service was for a duplex (three floors) which included 2 bedrooms, living room, dining room, 2 and 1/2 bath, basement and storage room. I was shocked when only two men arrived and the movers were surprised because their work order stated less than 3 rooms. The moving process was extremely long, and moved ( the only thing that moved quickly ) from the contract's straight time into overtime service. It is my opinion that the company policy includes: fewer men, the longer the time and therefore more money. The move cost $919.00. I was physically exhausted and in pain at the end from assisting the movers myself. The movers were friendly and polite despite the long day. I would never recommend this moving service to anyone. The phone survey was obviously not sufficient and provided instructions for a 2 man moving team.Desired Settlement: I feel a $200 refund should be returned to the customer. I had to stop the service and allow the workmen to move only the large items and leave behind boxes, and a treadmill due to the overtime charges. The price was climbing and no longer affordable. And my back was in enormous pain. What I pictured as a smooth successful move turned out to be stressful, and frustrating. It is my opinion that this moving company service will leave the customer unsatisfied and feeling powerless. A customer does not mind paying extra money when there is quality service, and attention to detail.

Business

Response:

[redacted]

Regarding the above referenced complaint, please note the following:

[redacted] booked her move by phone, and the size crew she reserved was based on the information she provided to us. If she conveyed any information at that time to indicate that a larger crew was needed, we would have advised her accordingly. If she preferred a 3 man crew at the rate of $150./hr, they were certainly available to her. Contrary to [redacted] allegations, Long Island Moving and Storage, Inc. does not make 'more money' by sending a smaller crew and taking 'more time'. Logistically, a larger crew facilitates our scheduling more efficiently. In fact, mostly, we offer a choice of a (2)man crew to our customers because we are keenly aware of the downturn in Long Island's economy and are sensitive to our customers' needs. For many, especially those who have smaller homes and, or are budget-minded, it makes using a professional mover a viable option. Moreover, it needs to be noted that, in fact, [redacted] did not get into overtime and so this is a non-issue. She paid for 7 hours of labor and 1 hour of travel-time and, of her own admission, she states that the movers were professional; 'friendly and polite' throughout. Also, we maintain on file this customer's signed 'Order For Service' contract, wherein she authorized her move to be performed by a (2) man crew which she reserved in advance. Furthermore, the rates of our services for both straight time, as well as, overtime (over 8hrs), were acknowledged on her Order For Service by her signatures throughout; there should have been no 'surprise' when they arrived, as she states. Even on the moving day, if she felt, on second thought, that she did not want to do her move with the scheduled crew, she did not have to proceed. We would have been happy to reschedule. Our crew felt there was no issue and completed the move with her authorization as scheduled.

We regret that [redacted] was not totally satisfied with her move for reasons beyond our control. Finally, had she had a (3) man crew at $150./hr, perhaps it could have saved her some time, but at the higher rate, ultimately, there would be no real cost savings. These men worked very hard and deserve the pay they received.

It is our hope that perhaps we have shed some additional light on the situation and we wish [redacted] well in her new home.

We thank you for your intervention in this matter, as customer service is always our highest priority.

Thank you.

-Management

Review: I used this company to move from a one bedroom to a two bedroom apartment in [redacted], NY. Once the move was completed I discovered several missing items: 5 rolls of quarters, a jar of change worth about $30, a 3/4 full bottle of Gentleman Jack worth about $35, my Nook Color which I purchased for $225 and which had approximately 15 books which cost approximately $10 each. My dressers had been turned on their sides so that contents fell behind the drawers. I had to break open the drawers from the dressers to retrieve the items. My entertainment center was damaged. A piece was broken off of the top and there was tape on the side which, when I pulled off, left a gummy residue.Desired Settlement: I have written the company and received a phone call from the claims representative. She told me that I needed to fill out a claim form which could easily be found on the site under "contact us". No such form exists. There is merely a space where I could write an email to send to them. She said that their insurance can't compensate my loss and that there is no proof that I even had these items. I am asking for assistance to resolve this problem and will gladly send you a copy of the detailed letter I sent them, if you wish. I would like monetary compensation for the items that were stolen.

Business

Response:

Dear Ms. [redacted]:

Regarding the above referenced complaint, please note the following:

Under NY State Household Goods Carriers rules and regulations, and as is stated' in writing' on the back of their NY State contract, all claims of loss/damage must be made in writing and a legal claim form completed and submitted for a carrier to address any claim. Such a Claim Form is easily accessible on our website: [redacted], at the bottom of the 'contact us' page; am not quite sure why shipper was not able to locate this. Nevertheless, I have just spoken, again, to this shipper, and to her son, to personally walk them through accessing this form. The 4-6 week claim process will begin upon receipt of this completed form and all pertinent information, and will be processed accordance to the terms and agreements of her contract.

Regarding items the shipper is claiming were lost or 'stolen', we must first document that they were handled by our company and then pursue the appropriate options for addressing each item. We are hopeful that this shipper will be cooperative in our attempt to address her concerns effectively.

Thank you for your intercession in this matter. We will contact you if, in fact, we require your additional assistance in resolving these matters.

-Management

Long Island Moving & Storage, Inc.

Business

Response:

Good morning, [redacted]

Regarding the above referenced ID#, I wanted to inform you that we have just received a completed claim form from Ms. [redacted]. Although there is no documentation which substantiates the claim or liability for the loss/missing items, in the interest of good customer service, we have settled the matter and forwarded a agreement form to Ms. [redacted]. Upon receipt of the completed form, a check will be forwarded to her.

Thank you.

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,

Good Morning, Ms. [redacted]

I just wanted to let you know that I received the check on Friday. Thanks so much for your assistance with this matter. I know that your help expedited the resolution.

Review: The estimate we received from them to move from a two bedroom apt in Manhattan to a one bedroom around the corner, with the overflow going to [redacted] was $1,500.00 base fee, including 3 hour travel time and no additional fee for [redacted] drop off the following day.

I suggested to them to arrive early, 9am, to get a parking space and avoid traffic. I was told by [redacted] that this is their business and they know what they are doing as they have done hundreds of Manhattan moves.

They arrived 11am and could not finish the move. They had to come back a second day to finish. They blamed traffic and parking and that we had more stuff than they thought. The brought the left over stuff to [redacted] the next day.

The bottom line is that this professional moving company, that has move hundred's of Manhattan apartments ended up charging us $5,200.00. That's almost 3.5 times or 350% over the base estimate of $1,500.

They either lied to us about knowing how to move apartments in Manhattan or they low balled the job to get us. During the move, when I saw it was beginning to fall apart, I called to speak to "[redacted], the [redacted] and estimator and he was not available to me and has never returned my calls.

The workers did a good job and were nice but the management robed us with travel times and assorted add on's. How do you explain a 350% overcharge. They didn't realize how much furniture where would be in a normal two bedroom apartment? We had 350% more stuff than we said we had?

Its a racket and they knew what they were doing and I am sure we were not the first or will be the last. I will tell anyone that asked me to beware of Long Island Moving and Storage

'Desired Settlement: An apology for grossly underestimating the job and a $500.00 refund because of it.

Business

Response:

Dear [redacted]:

In response to the above referenced complaint please note the following and review the following estimate which the customer received prior to their move:

There is a base fee mentioned, but final charges are subject to rates/time on actual move days.

The shipper was advised prior to the move by '[redacted]' (not [redacted]?),as well as,in his estimate, that their move to [redacted] would be done the following day, and was given the option of a full pack or partial pack. Unusual 'traffic' or any other conditions which are beyond our control are logistical issues and did not impact the move as [redacted] was only charged from the point when we arrived at his home.

The move was performed hourly at the rates agreed to by the shipper as stated in this estimate. The acceptance of the terms of this estimate is a waiver by the shipper of a visual estimate and is agreement to the terms as stipulated in the estimate. Moreover, the shipment was greater and not quite prepped; we needed to expedite the move when we arrived; this was accomplished in an efficient manner given the circumstances. As stated by [redacted], the movers not only did a 'good job,' but were professional and cordial too.

The 'travel-times' which he mentions, are standard rates which were stated in the estimate, and were charged for each respective move accordingly; no one 'was robbed' as the shipper states. Ultimately, [redacted] simply paid for the time his move took and in accordance to the estimate/rates he received.

With regard to the customer's desired settlement, we have each been in contact with [redacted] several times, and have consistently maintained a respectful manner. We have apologized for any inconvenience he feels he may have experienced and discussed numerous concerns of his in the desire to maintain good customer relations. Please note: at this time, [redacted] has

an open balance with us as there are issues which are pending with the bank that issues the credit card from which he made payment for his moving services.

Thank you for your attention to this matter.

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:

This is absultly a bait and switch scheme, anyway you look at it. Thier estimate of $1,500.00 including the NYC move and the [redacted] move was a low ball. I ended up paying $5,200.00. A 350% up charge! Their estimator is either incompetent or worse.

They never apologized. They charged our credit card unauthorized charges in the tune of $2,500. and it took us weeks to have them issue us a credit. It has finally been settled.

The [redacted]" has never returned my calls and their explanation, for the extra charges, I read from their response is just blowing smoke.

You will side with them probably as we are just deceived customers but if you look at "[redacted]" you will see we are not alone in our complaint against LIM&S low ball estimate.

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

Sincerely,

Review: There are many categories that this complaint addresses. Firstly, misrepresentation of the cost of services and of the company by the young woman Adelaide who answers the phones and does the job scheduling. She claimed that the business was in her family and that everyone involved was part of this long term family business. That was why we chose this company and her claims were not true. She also quoted us in the 800s for the job which they tried to charge us over 3,000. We hired the moving company for 12/**/2015. They arrived with 3 men and began work at 11. The main member of the team named Carl was inefficient and very slow; so we paid for 3 men while essentially only having 2. He also tried to get us to waive insurance if we promised $200 tip to each worker... That was the first bad sign. They didn't finish the packing until almost 8 pm. When we arrived at our new home at 9:30 they called their boss, who apparently had no knowledge of the job and he told them not to unload because it was 10 pm. He also would not release our things unless we paid the full amount in cash. Very shady. We have a new baby, she was only 3 weeks old at the time and they packed all of her stuff and would not release any of it. They were trying to charge us from 10:30 am to 11pm. Even though there were many times when the guys took multiple breaks. At one point there was nobody in our apartment for nearly 45 minutes. So the next day we go down to the office and the owner offers to lower the ridiculous price to 2,500 but we have to sign that we won't make any claims for damages. We signed because we needed our stuff and even though 2,500 is a lot of cash to lay out at one time (especially with a new baby) we did it. They came and unloaded the van with our stuff late in the day and despite their claim for efficiency and quality, many of our items arrived damaged (and we have pictures to prove it). Most of the damages were from the worker Carl who was careless and had a major attitude problem.

The items damaged were:

Hemnes book shelf 159.00 (stabilizing fixed shelf ripped out)

Hemnes book shelf 129.00 (side panel kicked in)

Keurig coffee maker 129.95 (they packed it with the water still in it and it spilled over contents of box and keurig)

2 canvas prints 50.00 each (water damage, because Carl packed them in the same box as the keurig)

Chip on Samsung 55 in tv, and tv screw has pressure spots 1,200 (Carl banged it on the entry way door)

Large paint chip on 24x32 mirror 149.95

Photography lights 99.95 (we many times insisted it was a fragile item and the circuit board was destroyed

Glass cover to pot set destroyed

Multiple dents to new ceiling (Carl kept hitting it with the boxes) he was careless

Side board piece damaged 249.99 ( the wood at the base is separating)

All of our items were in perfect condition prior to this move and now we have so much damage the cost of replacing it all is not possible.

The owner Bobby only cared about getting his money. This company doesn't care at all about customer service.Desired Settlement: We would like to be able to submit claims to their insurance for the items that were damaged. And we also want Revdex.com to know about how they do business.

Business

Response:

[redacted] and LIMS negotiated a "settlement" in regard to ALL claims of any nature in consideration of adjusted money paid to us. We have a fully signed and dated "Release Form" by her in FULL SETTLEMENT of any future claim.

Consumer

Response:

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

[Your Answer Here]

We were forced to sign the agreement in order to have our items released to us. We had a newborn baby and all of her items were on that truck. Most of the damage occurred during the unpacking, which we were assured would not happen. We were assured our items would be treated with care. Whether or not the business decides to respond to this claim and refund money to cover the cost of our losses or not, the Revdex.com should be aware of the negligence, lies, and sneaky behavior that this company operates with on a daily basis. They do not deserve the positive Revdex.com rating that they have. Even all of their reviews on [redacted] are negative and many customers had the exact same awful experience that we did.

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

Sincerely,

Hired LIMS and was given a 8-9 AM time-slot (7/**/15). A call was placed by the office at 9 AM stating that the crew was running late because the driver's wife was in labor at 3 am. I was told that they would be there "within the hour." After waiting 1 1/2 hours over (2 1/2 hours total) in the heat, the truck finally pulls up to the storage unit I was waiting at. By then, I had most of the items already out of the storage unit and most of my items disassembled. When I got home, I called the manager to reiterate my dissatisfaction. He stated that he would "absolutely" not give me any kind of discount and didn't know why I would be entitled to one. I explained how I was 8.5 months pregnant and standing in the heat at a storage facility waiting by myself well beyond my appointment time. He proceeded to tell me that he "didn't know I was pregnant," "didn't ask me to become pregnant," and perhaps I "should have sent someone else to let the guys into the storage unit." After talking over me for an extended period of time, I had enough and the issue remained unresolved. Having worked as a professional for many years, I couldn't fathom doing business in such an unprofessional (and degrading) manner. Do yourself a favor- find another moving company to go with. **There are many complaints about this company from their clients. Please research.**

Review: I contracted Long Island Moving and Storage to move my apartment from [redacted] to [redacted], Long Island. To begin with; I was given a time of 8AM-9AM on 5/** which was told to me the morning of that the movers called in sick and would not be able to keep this appointment. I would not have a place to live, so I begged them to find someone to move my apartment. The rude office [redacted]) called me back and confirmed they had movers to do my apartment between 1130AM-12:00PM. The movers showed up at my apartment; greeted me and explained the job would cost 600 dollars and that a 30 dollar tip per person is appreciated. What service talks about tip before a job is completed?

The move - They started packing up the old apartment. Everything I asked the movers to do was met with grunting as if I annoyed them. This made the whole experience very uncomfortable. The unloading of the old apartment went well with no hitches other than what I just previously stated. I met them at the new apartment and the grunting continued. Everything was a problem with them and seemed to annoy them, definitely not a good customer experience. The movers used my tools without asking, luckily they gave it back. As they unwrapped the furniture, they asked where the dumpster is and I directed them the nearest one. I opened up my front door to notice they left it all at the front door!! They unloaded the truck and I noticed that the big screen TV was missing. The head mover told me that I need to sign the papers and produce payment before they could bring the last piece of equipment. WHAT????? Basically; I have to sign the job complete, hand over payment and if the TV is damaged or anything I would be out of luck. How is that fair? I asked to speak to a [redacted] but the mover refused and told me that nobody is available.

Called the office after the move - I called the office and spoke to the same RUDE office worker [redacted] who could careless about my problems. She just basically spoke over me and didn't try to resolve my issues. All I got from her was "I'm taking down notes" I asked to speak to a [redacted] or [redacted] and apparently none are available to take call and would call me back at 11AM on 5/**. She told me they have a cell phone, but I guess my issues weren't important enough to call them and get them to contact me back.Desired Settlement: I ultimately would like a refund in cash back for this horrible moving experiencing

Business

Response:

Dear [redacted]:

We regret that one of our customers was not totally satisfied with their move. Ultimately it is our intention that all our customers have positive experiences and so we appreciate any feedback to the contrary. However, in response to [redacted]'s concerns, the following items need to be noted:

#1 - The fact that of one of our driver's called-in 'sick' on the Saturday morning of the move in question was an unforeseen event, yet one which was met with the appropriate measures. We quickly made alternate arrangements under short notice and dispatched another crew to complete the move as promised. (Note: Saturdays are particularly busy days and our dispatching department successfully rectified the matter within a reasonable amount of time preventing this customer from rescheduling due to an unforeseen incident).

#2 - [redacted], a long-term employee of our company, is efficient and has a professional demeanor. Perhaps, there was a misunderstanding under the circumstances. We apologize if the shipper felt that [redacted] was at any time 'rude', but the likelihood of this being somewhat subjective does exist. Nevertheless, she has been notified of the complaint as quality control is an on-going priority of our company.

#3 - The $600. 'quote', which the movers informed [redacted] of upon their arrival, is the 'minimum' amount he received as an estimate when originally he reserved his move. As a courtesy and in the interest of efficiency, the movers were merely confirming, upon visual inspection, the total charges he could expect to pay upon completion so that he would be completely informed and prepared. Regarding the suggestion of a gratuity, our customers often request and usually welcome this information since they are often unaware of the customary 'tipping' in this type of service industry. Incidentally, $60.($30. per man (there were 2)) represents a very modest gratuity (10% of the total charges), whereas a minimum of 18-20% is typical among service industries today. Again, the men's intention was to inform the customer of this fact, however, the issue has been brought to their attention as we regret that [redacted] took offense to their actions.

#4 - [redacted]'s fears that his television would be delivered damaged and that he would have no recourse are unfounded. Payments must be made in full C.O.D. as stated in his contract. His television was delivered into his home without incidence.

#5 - Our office hours are Monday thru Friday 9am - 6pm. [redacted] is available on Saturdays to receive messages. [redacted] was moved on a Saturday and consequently was told by [redacted] that all of his concerns would be addressed on Monday morning when normal business hours resumed. As stated by [redacted], in fact, we returned his call on Monday, 5/**/14 as promised.

With regard to: using his tools, which he states were returned properly; and there being wrapping materials left on his front door prior to the complete unloading of the truck (which I understand were disposed of prior to departure) We can only express our regret at [redacted] apparent continual dissatisfaction, despite the fact that he received delivery of his household goods completely and in good condition in accordance with the terms of his contract.

It is not equitable, nor is it reasonable for [redacted]'s to request a full refund for the cost of his move, as we have met with all our contractual obligations in completing the services promised. At this time, as a gesture of our ongoing commitment to customer service, it is our hope that [redacted] will accept $100. for whatever inconveniences he feels he may have experienced.

We look forward to his reply. Thank you for your cooperation in this matter.

-Management

Long Island Moving & Storage, Inc.

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:

After all this company has put me through on that day, a settlement of a $100 is insulting. Additionally; its really awful that the tone and wording of their letter is not in the least bit apologetic, almost posting blame on me for their dishonerable business.

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

Sincerely,