Manchester Moving & Storage, Inc.

Review: On 12/7/13 Manchester Moving and Storage handled my move to a new home. Prior to the date of the move and at the time I reserved their services, I was quoted a rate of $135/hour by the manager. On the day of the move, the movers charged me a rate of $145/hour. I noticed the discrepancy the following day when reviewing/filing the documents. On 12/10/13 I called Manchester Moving and Storage, and spoke with the same manager who handled my original reservation. He said he would speak with the driver, research the matter, and get back to me as soon as possible to resolve the issue. After waiting four weeks for a response, I sent a written request for resolution on 1/7/14. I have waited 6 weeks, but have received no response. Therefore, I am filing this complaint.Desired Settlement: I would like a refund for the amount of the overcharge - $60.

Review: In June and August, I had a two-part move with Manchester Moving and Storage. On June 25, 2013 they brought my belongings into storage and delivered to a new home on August 6, 2013. Issues are as follows:1. Family heirloom dining room chair (1 of a set of 6) was not delivered. I engaged in prompt correspondence with the office admin regarding this issue and received changing information about the property being damaged, at in-house repair, at off-site repair and being ready for me to receive. I requested images (not received). On September 25, 2013 I requested immediate return of the chair (i.e., within 3-5 business days) and requested that the company commit to me that they would compensate me for the cost of repair or replacement. I said that I would take care of coordinating the repair or replacement and provide documentation of the cost for reimbursement. My administrative contact was out of the office and I attempted to engage in discussions with the owner. Multiple phone calls to the office have gone unreturned and unacknowledged.2. During the move, 5 items were damaged and need to be replaced. All of these items were packed by the MMS employees on June 25, 2013. Claims were filed on 8/12/2013 and 8/15/2015. The office administrator from MMS [redacted]) acknowledge the receipt verbally and indicated by email on 9/9/2013 that she handed over these two claims files to the main office. I have not received any updates on or status of my claim. As noted in the above item, I have attempted to contact the owner on this subject multiple times with no response.Desired Settlement: 1. I would like my chair returned to me with commitment by MMS in writing that they will cover the repair/replacement of my item 100%. I will select a vendor to determine if repair or replacement is the proper course. When the work/replacement is complete, I will submit a copy of the receipt or invoice to MMS for either payment or reimbursement. Direct payment by MMS to vendor is preferred.2. Satisfaction of my two damage claims by payment to me of replacement cost.

Review: late; unprofessional workers argued the whole move; mispacked 3 times forgot items in house I had to use my car to pack items quoted 1300 paid 1600

dishes broken furniture scratcjed and broken wood framw bed neber put together frank owner should not be trusted whole week with a bed after delivery waited all day sat owner change they wont be ou till the next week Desired Settlement: Refund fix my bed and compensate for broken and scratched items

Business

Response:

Business Response /* (1000, 5, 2013/07/01) */

Regarding the issue of being late: When we confirm all jobs, we inform the customer that the movers are dispatched out of the office, in Manchester, CT, between 8:00am & 8:30am. We never give a definite time of arrival as we have to deal with potential travel issues.

Regarding the issue of unprofessional workers: We certainly don't encourage unprofessional behavior from our workers and the employees on the job, have been severely reprimanded.

Regarding the issue of mis-packing: I am unclear as to what the customer is suggesting when she states "mis-packed". Other than loading items onto our trucks, the customer did not hire us for packing services except for 3 TVs and 3 pieces of glass, which she was never charged for.

Regarding the issue of forgotten items: We have our customers do a final walk-thru of the residence to confirm that no items were forgotten or left behind. My understanding is the items "forgotten", in this case, were washer & dryer appliances. We ask the customer at the time of estimate if there are any large items or appliances being moved. As per this customer's estimate, the customer only stated a dog house, a kennel, a refrigerator and a treadmill. The majority of times, appliances are not loaded or moved unless specifically pointed out by the customer. And these items were not "forgotten" in the sense that our employees traveled to the new location without them. These items were not loaded, the customer did a walk-thru before departure, and the items were then loaded onto our trucks.

Regarding the issue of broken or scratched furniture: The customer has never requested replacement or reimbursement for any scratched or broken items, (though as of receipt of this complaint, she has been sent a claims form). Her only request was that her bed be properly assembled. We were informed of the bed issue on June 18, 2013. (The customer's move was June 15, 2013) We immediately responded by scheduling an employee to drive to the new location, in Westfield, MA later that afternoon, per the customers request. When the driver was half way to the location, the customer called and cancelled, saying she would not be available. With a full week of jobs scheduled, the customer was informed it may be possible to reschedule for the coming weekend. Unfortunately, having had a number of jobs pre-scheduled and all employees already dispatched to these jobs, we could not get to the customer's [redacted] location until June 24th. At which point, as per requested by the customer, her bed was properly assembled.

Regarding the customers Estimate: The customer's job was booked over the phone on June 10, 2013. She was informed that the job was estimated to take 8-10 hrs @ $165 per hour. On the same date, the customer was emailed an estimate stating the same information along with the estimate total cost at $1320.00 - $1650.00. (all emails are available in our files.)