McCarthy Motors

To Whom It May Concern: We have tried to explain to [redacted] and have apologized for the breakage of his TVWe also have explained to him; he choose to move his house hold goods under basic liabilityThe customer is given a choice at the time of the estimate how they would like to release there household itemsThe liability would be an extra cost to the customer [redacted] choose to move his house hold goods with basic liability at no cost to himOnce again [redacted] we apologize for the inconveniences you may have suffered, but hope that you come to understand our position in this matterWe also thank you for using and allowing Astro Moving & Storage to be of service to you.Sincerely, Jean S [redacted] Claims Manager

We have settled this claim the customer has received there checkWe apologize for any inconveniences this may have causedThank YouJean S [redacted] Astro Moving & Storage

This customer was sent a claim formThe customer did sent the claim form back to Astro Moving & Storage for processingHowever the claim has been on hold [redacted] & [redacted] have put a stop payment for the services which was provided to themI have explained to [redacted] & [redacted] the claim cannot be settled until the dispute is resolvedI have explained this several times to the customer If you have any questions please call meThank You Jean S [redacted] Claims Manager & Customer ServiceAstro M&S [redacted] [redacted] ***

Tell us why here...Our corporate office has settled [redacted] claimHer claim was settled with a basic liabilityThere was no paper work showing payment for extra coverage for [redacted] moveThis was explained to the customerWe regret we could not settle the claim as [redacted] requested; but hoped that she would understand our position in this matterThe coverage was not paid for; there for the claim was settled at a basic liability Thank You Jean S [redacted] Astro Moving & Storage

Revdex.com: 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: We walked through our entire BEDROOM APARTMENT, GARAGE AND EXPLAINED WE HAD A 5XSTORAGE UNIT At no time, did the agent tell us the price was for "pieces" Nor would I have agreed to that, as I would clearly have more items than that with that amount of space to be transported Also, we broke down all of the bed frames, bunk beds, and the dining room table so the movers would not have to do this when they arrived, the inventory sheets list each of the broken down pieces individually including each chair That hardly is acceptable to me Please explain how dining room table and chairs became well over pieces alone In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

To Whom it may Concern:We have spoke with the customer [redacted] again and explained to the customer; the driver is working on getting the items back to the customerWe did apologize to the customer concerning the miss deliveryThe driver is working with the customer to resolve this issueOur customer satisfaction is very important to our companyThank YouJean S [redacted] Claims Manager

This is in response to [redacted] complaint concerning charges [redacted] was advise prior to the move of our minimum chargesThe sales person and appointment setter both have been with our agency many yearsI believe there was a miss communication; however we did speak with both persons who spoke with [redacted] prior to the move and they both said they explained this very clearly to [redacted] We did not over charge [redacted] for his move and regret we cannot make an adjustment to the chargesWe hope you understand our position in the matterWe thank you for allowing Astro Moving & Storage to be of service to you Thank You Astro Moving & Storage

Tell us why here...In response to [redacted] 's complaint, I find many of his remarks disappointing and false I did not specify a three to seven day window for delivery, as he stated Typically, I tell my clients seven to ten days at the very least Also, with regard to the policy changes, shuttles became mandatory I mentioned to him that the estimate needed to be updated With that, he chose to email some items to be removed and at the same time, added some items as well At that point, I would never have thought that the inventory would increase from items to items Clearly, a significant increase in inventory and subsequently, an increase in weight.As a company, we tried to help resolve the issues which we found difficult due to his loud outburst of temper and sarcasm We offered to charge him for 4,lbsand he called that offer "ridiculous." Lastly, he witnessed the reweigh at destinationwhich was 4,lbs Again, he was charged for 4,lbsThank you again.Ralph

We have spoken with the customer *** *** several times. He is claiming missing items which we placed a trace and nothing turned upI advised *** *** to file a claimI asked *** *** if he would like to file the claim on line advising he customer this would be the quickest way to file a
claim*** *** apparently could not or had a difficult time filing the claim on lineHe called Astro M&S and I returned the call the same dayThe issue has been resolved I have mailed a physical claim form to *** *** homeWe are now waiting to receive the claim from *** ***.We strive to satisfied customers and hope we can resolve all of ** *** issuesThank YouJean S*Astro Moving & StorageClaims Manager/Adjustor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The company openly admits in writing that they miscommunicated the terms of the charges.The company employees did not communicate to me about any minimum charges.There was only a verbal estimate provided, with a verbal commitment to prorate the charges by the sales associate.This is considered a verbal contract hence I should be entitled to a refund.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

To Revdex.com Response to *** *** *** ** *** * ***We have contacted Mr*** concerning his pricing issuesWe have explained the Guaranteed and Binding Price Pledge is only for pieces not more*** *** had pieces we have explained to him we cannot and
could not give him a Guaranteed and Binding Price Pledge with the amount of items he had to transportWe have tried to resolve this issue with *** *** however he will not accept thisWe do value our customers and strive to have complete satisfied customersWe hope we can try to resolve thisWe will make contact *** *** again to try to resolve this issue. Sincerely,Jean S*Astro M&S*** *** ***

Revdex.com:
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:

There are so many issues with this response.  Again, we were never quoted on number of pieces.  Our 3 bedroom, 1 car garage and small storage unit would have never been only 40 pieces.  The few items we added were a couple storage bins and 2 empty storage bins that we filled with items that were already on the inventory, again, trying to make it easier to move.   At no time was I ever asked how many boxes we had.  The estimate and contract was obtained in February, we clearly had not packed for our July move at that time.  Regardless of whether the shuttle became mandatory, we already had a contract, which means we should not be charged the difference.  Additionally, at the time the movers picked up our belongings, we were told they would be taking everything back to the storage warehouse to be repackaged more securely.  When we finally received our shipment, we found many items broken with nothing wrapped more securely, as we had been told they would be.  This will be the last response, we will be following up with our lawyer in small claims court.Sincerely,[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have settled this claim the customer has received there check. We apologize for any inconveniences this may have caused. Thank YouJean S[redacted]Astro Moving & Storage

This customer was sent a claim form. The customer did sent the claim form back to Astro Moving & Storage for processing. However the claim has been on hold.  [redacted] & [redacted] have put a stop payment for the services which was provided to them. I have explained to [redacted] & [redacted]...

the claim cannot be settled until the dispute is resolved. I have explained this several times to the customer.   If you have any questions please call me. Thank You Jean S[redacted]Claims Manager & Customer ServiceAstro M&S[redacted]

Tell us why here...In response to [redacted]'s complaint, I find many of his remarks disappointing and false.    I did not specify a three to seven day window for delivery, as he stated.    Typically, I tell my clients seven to ten days at the very least.  Also, with regard to the policy changes, shuttles became mandatory.  I mentioned to him that the estimate needed to be updated.  With that, he chose to email some items to be removed and at the same time, added some items as well.  At that point, I would never have thought that the inventory would increase from 40 items to 120 items.  Clearly, a significant increase in inventory and subsequently, an increase in weight.As a company, we tried to help resolve the issues which we found difficult due to his loud outburst of temper and sarcasm.  We offered to charge him for 4,000 lbs. and he called that offer "ridiculous."  Lastly, he witnessed the reweigh at destinationwhich was 4,360 lbs.  Again, he was charged for 4,000 lbs. Thank you again.Ralph

To Whom it may Concern:We have spoke with the customer [redacted] [redacted] 3/**/16 again and explained to the customer;  the driver is working on getting the items back to the customer. We did apologize to the customer concerning the miss delivery. The driver is working with the...

customer to resolve this issue. Our customer satisfaction is very important to our company. Thank YouJean S[redacted]Claims Manager

Revdex.com:
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:

We walked through our entire 3 BEDROOM APARTMENT, GARAGE AND EXPLAINED WE HAD A 5X8 STORAGE UNIT.  At no time, did the agent tell us the price was for "40 pieces".  Nor would I have agreed to that, as I would clearly have more items than that with that amount of space to be transported.  Also, we broke down all of the bed frames, bunk beds, and the dining room table so the movers would not have to do this when they arrived, the inventory sheets list each of the broken down pieces individually including each chair.  That hardly is acceptable to me.  Please explain how 1 dining room table and 6 chairs became well over 10 pieces alone.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

When [redacted] moved he called Astro Moving & Storage to report the damage. I don't understand how he can claim I refused to explain how the claim process works. I have been at my job for 23 years and have never been accused of not explaining how a claim works. [redacted] spoke to me and...

Keith V[redacted] on the same day of the move. I clearly explained to [redacted] he would first have to file a claim and than we can start the process. He refused to accept this and decided to take things upon himself to handle the claim his own way and accused me of not explaining how the claims process works.  He said I want to know that I will be paid for damage. I said to him I cannot determine this at this point until we access the damage.  Again,  I said to him you will have to file a claim that is the first step of the claim process. He said you are not answering my question.  He than said I will not pay my bill. I said your services which we provided have to be paid in full before we can handled any claim. He now proceeded not to understand and wanted to handle things his way and accused me of not explaining how a claim works.  He asked to speak with the owner and I had  the owner call [redacted] at the time when the move was still taking place. I don't know if [redacted] forgot when he spoke with the owner because he keeps saying I refused to let him speak with the owner which is not so. He spoke with the owner concerning the situation in front of driver and helpers on the day of the move. The owner also advised him he would have to pay for the service provided in full before we can handle the claim. At this point in time we are still waiting to be paid full to handle [redacted] claim. We have been in business many years and always strive to give our customers the best service. We have tried to resolve the situation however [redacted] has not allowed Astro M&S to resolve this issue.   [redacted] was not ignored in any way, however he refused to acknowledge the way the claim process works and decided to handle the claim his own way. [redacted] we apologize for any inconveniences you may have suffered during your move and are still waiting for payment so that we can resolve this situation. Thank YouJean S[redacted]Claims ManagerAstro Moving & Storage

Revdex.com:
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 becauseMs. S[redacted] is correct when she says, "
I clearly explained
to [redacted] he would first have to file a claim and than we can start the
process". What she has omitted is when I asked what that process is she not only refused to explain but led me to believe maybe this gets fixed but maybe not. Ms. S[redacted] was more concerned telling me how long she's been a claims manager than assuring me the damage caused by Astro Moving & Storage would be fixed. I asked simple questions such as "do I have it fixed and submit a bill or do you have a crew who does it?". I asked because I wouldn't have access to the house for another 6 weeks. Not only were these simple questions not answered but I was spoken to as if I was inconveniencing Astro Moving for the damage they created. This is my new home and I trusted Astro Moving to provide a professional service and they didn't. Only 1 piece of furniture was actually moved into the house with all other items left in the garage. That 1 piece couldn't be moved in without an issue. Ms. S[redacted] is incorrect in that I asked to be paid for damage, 100% not true. It is also 100% false that I implied I would not pay my bill. After 10 minutes of simply being told I have to pay for the services provided but nothing about the damage I did say I am not comfortable paying my bill in full until I'm assured the damage will be fixed - assured it will be fixed, that's all I wanted. I was offered $50 then $100 by one of the movers (John) to make this go away. I refused. I wanted the hole fixed, nothing more and nothing less. Statements made by Astro Moving & Storage to the contrary are completely false and DISHONEST. What is absolutely unacceptable is Ms. S[redacted] and Mr. Keith V[redacted], President of Astro Moving & Storage, lying about a conversation I had with Mr. V[redacted] alluding to satisfaction of the situation. This situation is minor. The damage is an 8-10 inch hole in a sheetrock wall. For the President of the company to make such a claim is laughable but what's concerning is what if this was a major issue? I have an e-mail sent to my sales representative at Astro less than 24 hours after the incident. In the e-mail I state how I don't want money despite $50 & $100 offered to me by one of the movers (John), didn't ask when the damage would be fixed, agreed Astro Moving should be paid in full and asked to please put me in contact with someone other than Ms. S[redacted] to resolve this issue. The e-mail shows not only are Ms. S[redacted]'s statements false but also that I  was trying to resolve the issue. I can't say enough that Mr. V[redacted]'s claim he and I spoke is a 100% falsehood. Not only does the e-mail chain prove this but my father, who was with me the day of the move, can attest my biggest frustration was not being "allowed" by Ms. S[redacted] to speak with anyone other than Ms. S[redacted]. Common sense tells you if I spoke with the President of the company I wouldn't reach out to a sales rep the very next day to resolve this issue. The sales rep forwarded my e-mail to Ms. S[redacted] and Keith V[redacted] with myself copied. This is the FIRST time I saw the name Keith V[redacted]. I never received a call from Astro but rather an e-mail from Ms. S[redacted]. Days later I still was not contacted by anyone other than Ms. S[redacted]. It is important to me to show how Astro Moving & Storage lied about such an insignificant accident to someone who was proactive in trying to resolve the problem. My e-mail sent to Astro Moving at 11:23 a.m the next day illustrates the fact that if I was put in touch with anyone other than Ms. S[redacted] this minor issue would be resolved. Through my sales representative, who was not present the day of the move, I was being proactive to assure Astro I agree they should be paid in full as long as I'm assured the wall "will look as if nothing happened". As stated in my original complaint - cost was fair, movers showed up on time and worked hard (despite all this I still tipped all 3 movers) BUT THE OFFICERS OF THE COMPANY ARE DISHONEST. The attached e-mail chain shows no consistenct on the part of Astro Moving & Storage. If they are to lie about something this insignificant it is not worth doing business with them. Plenty of competition exists in this field. It is my recommendation NOT to use Astro Moving & Storage. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This is in response to [redacted] [redacted] complaint concerning charges. [redacted] was advise prior to the move of our minimum charges. The sales person and appointment setter both have been with our agency many years. I believe there was a miss communication; however we did speak with both persons...

who spoke with [redacted] prior to the move and they both said they explained this very clearly to [redacted]. 
We did not over charge [redacted] for his move and regret we cannot make an adjustment to the charges. We hope you understand our position in the matter. We thank you for allowing Astro Moving & Storage to be of service to you. 
Thank You
Astro Moving & Storage