Medved Transfer Moving & Storage

Review: On May 31st, my refrigerator was damaged when it was moved by the moving company. The movers refused to remove the two doors on the refrigerator. There are two dents on the refrigerator: one dent is on the right door of the side by side refrigerator and another dent is on the right side of refrigerator. There are also scratches on both sides of the refrigerator. I contacted Medved five times about the situation. For the first two attempts at contacting Medved, the owner did not return my phone call. On the third attempt, the owner said that he did not have insurance to replace the door. He said that he could have the dented door repaired which would leave me without a refrigerator for 2 weeks or he could pay me a percentage of the refrigerator's weight, 200 pounds, which would be 120 dollars. A new door costs almost 700 dollars. A repair man visited my home for an unrelated reason and he said the refrigerator weighs 400 pounds. The repair man said that the refrigerator door cannot be fixed; therefore, I will need a new door. On my fourth phone call to Medved, I told them what the repairman said. My phone call was never returned. My fifth phone call was not returned either. Everytime time I call, the owner is never available and I have to leave a message with the secretary. Therefore after six weeks, the issue has not been resolved because I am being ignored by Medved.Desired Settlement: I want a new door replaced on the refrigerator and I would like to be compensated for the scratches and for the one dent on the side of the refrigerator.

Business

Response:

July 14,2016Revdex.com[redacted]ATTN: [redacted]:In the state of Pennsylvania, the moving industry is regulated by the PUC.The rules state that the moving company’s liability on household goods in their possession is 60 cents per pound per article. The customer also has the option of purchasing a higher lability for an additional cost. Mrs. [redacted] chose the lower cost option because the replacement cost option could cost an additional $200.00 to $400.00 depending on the value of the goods being moved. I discussed with Mrs. [redacted] that the average weight of today’s refrigerators is approximately 200 pounds which she agreed. So at 60 cents per pound that amount would have been $120.00, per the rules of the PA PUC. I did research the weight of her model and determined it to weigh 245 pounds. I mailed her a check in the amount of $147.00 as payment in full of this claim.I regret that the customer is not happy with the industry rules and she did not choose to purchase additional liability coverage but the money she saved should more than cover the damage done.Thank You,

Review: I hired Medved Moving and Storage to complete a move from [redacted], PA to [redacted], PA. The loading was scheduled to take place in [redacted] on Thursday, 10/1, and the unloading was set for [redacted] on 10/2. When I called to obtain an estimate for services, the woman quoted me $120/hour for a three-person crew. She estimated that it would take four hours to load and four to unload. Because the move was greater than 40 miles, she also said that I would need to pay a two-hour travel fee. Also, there was a fee for fuel and a fee for keeping my things overnight. I was satisfied with this pricing, and booked their services. There was no formal paperwork or written quote, so I called several times prior to the move to confirm the details of the transaction. The details remained the same with each call.

When the crew arrived, there were four guys (instead of the quoted three). I asked the lead mover about the difference in price, and he told me that a four-person crew was $150/hour. I didn’t really mind; I figured it would make the process go faster and that the difference would probably balance out. The movers were on time in [redacted] and loaded our house carefully and efficiently. When it came time to unload, however, the movers were nearly two hours late. When I called to ask where the movers were, I was simply told that they “got a late start” and that they would be there in a half hour. An HOUR later, I called again, and got a similar response. Neither the owner (who I spoke with first), nor the female employee (who I spoke with thereafter) offered anything in the way of an apology for their lateness. In fact, neither person seemed to care at all that the crew was nearly two hours late. When they finally arrived, the movers unpacked our items quickly and efficiently.

However, when I was presented with a bill, the total was approximately $300 higher than anticipated. The loading (in [redacted]) took 2.5 hours and the unload (in [redacted]) took 1.5 hours. I had anticipated having to pay for these 4 hours plus the 2-hour travel charge the that was originally mentioned, the overnight fee ($150), and a fuel charge ($40-something). Running the numbers quickly, I expected the total to equal $1,050 (7 hours at $150/hours) plus the fuel charge. My bill was for $1,377. When I asked about this three-hundred-dollar difference, the lead mover explained to me that we had been assessed a 2-hour travel charge for the drive TO [redacted] and ANOTHER one for the drive home. I told him that the woman at the office quoted me for ONE two-hour travel charge, period. He explained that their charges began from the minute they left their office in Hopwood (which, using his calculations, resulted in an additional 2-hour charge).

I, again, explained that no one explained that to me, and that I had been told that I would be paying for the moving, a (just one!) two-hour travel fee, the fuel, and the overnight charge. I also explained that the drive between locations should not have taken two hours (it’s about an hour and fifteen minutes). Needless to say, I was very frustrated by the additional $300 charge and with the fact they the company was two hours late (which set back my unloading [and the people who I had asked to help me unload]) by two hours). The lead mover explained that he would need to talk with the owner.

He left the house and called the owner (Bill) who requested that I call him personally. I did. I have never received such poor customer service or encountered such a rude, disrespectful business owner in my entire life. Not only did the owner talk over me for half of our conversation; he also repeatedly asserted that his employee would not have quoted the pricing incorrectly and that I must have made the mistake. After nearly 30 minutes of my furious attempt to convince the owner that his employee did, in fact, quote the price exactly as I had outlined it, I gave up and handed the phone to my husband, who had a similar experience.

With the lead mover standing in our living room for over an hour, a crew waiting in the truck, and a house full of stuff to unpack, we ended up paying the full $1,377, even though it was absolutely not what I had been quoted. At that point, we felt like we had no option. The owner completely refused to acknowledge the possibility that his employee quoted the pricing incorrectly. So, in the end, I paid for an extra 2 hours of driving (at the price of $150/hour) and waited an additional two hours for the movers to arrive without the slightest hint of an apology from the owner.Desired Settlement: I would like to be issued a refund for the cost of the additional time charged for travel: $300.00 ($150/hour for two additional travel hours that were NOT quoted in any of the conversations I had with the company). I fully acknowledge that the representative I spoke with quoted me ONE two-hour travel fee. The second fee or the fact that the moving time began from the minute the truck pulled out of its location in [redacted], PA was never mentioned.

I believe that this would result in the fair pricing that was originally quoted to me, exclusive of the additional "hidden" travel fee that was never mentioned until the bill was presented.