Merchants Moving & Storage, Inc.

Edison Motor Cars, Incis being liquidated pursuant to an Assignment for the Benefit of Creditors The contact information for the Assignee is:

Although the $was applied to the deal, as a good-will gesture, we will refund *** *** in the amount of $200.Please allow to Business Days from Monday, June 1st for processing and mailing

*** *** motor vehicle was sent out and is just taking a bit longer than anticipated.We would be happy to give *** *** a loaner vehicle in the interim at no charge to her.Please respond to *** ***, Assistant to the V.Pat ###-###-#### Ext*** or at***

I am rejecting this response because:i haven't recieved my 200$I gave money to have a registration for yearsCome to find out my registration expire this yearJust return my money*** *** Hyundai are shady dealers

I am rejecting this response because my complaint was not answered fully Before I spend any additional time in the dealership with anyone, I am expecting answers to my questions / complaint in writing

Mr*** has been in contact with S*** ***, Asst to the V.P., at the dealership.*** saw to it that *** *** was removed from the situation.Customer was immediately given a loaner vehicle, the payoff was made & we are going to reimburse him for a payment he made in the
interim that crossed with the payoff completion.Customer is scheduled to return loaner on Friday or Saturday, will pick up reg & check.Should anything further be needed, kindly contact *** @ ###-###-#### Ext1**

*** ***, CSC Director, spoke to our customer & agreed to split the cost of the keyShe also emailed the customer a cancellation request formThis has been resolved

I am rejecting this response because:  I have already faxed this a few...

times.  [redacted] should have the file.  I authorized Hyndai finance to call BB on my behalf.  They were waiting for a response.   Brad Benson has to resolve this now with Hyundai Finance.   [redacted] was handling.   [redacted] from Hyndai finance and I spoke with [redacted] on May 11.
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,

Mr. [redacted] is invited into the dealership at his convenience to sit with a Sales Manager to discuss this issue.Please advise what day & time best suits his schedule.

Complaint: [redacted]
I am rejecting this response because:
Hello this is [redacted]. I'm contacting you because I have not received my refund and it's been past the 14th day
Regards,
[redacted]

Please have Ms. [redacted] fax over the bill received from Hyundai to ###-###-####.I will review upon receipt and get back to you promptly.Regards,[redacted] K###-###-#### Ext. [redacted]k@b[redacted]

We are authorizing customer to obtain a rental vehicle from an agency conveniently located to them & we will reimburse.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have called [redacted] rental and will be picking up an equivalent full size car tomorrow. The rate is $268.87 (that includes tax) for one week. Can be returned early if registration is received. I need to know how the dealership with pay this bill.
Regards,
[redacted]

To whom it may concern,The customer's complain has been resolved. Please feel free to contact our Customer service manager for any further questions regarding this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

To whom it may concern; In response to this complaint in the Revdex.com review: I would like to start by saying that for 72 years our mission at Merchants Moving & Storage, Inc. is to strive for our customers to have a positive moving experience with courteous, professional...

employees. On Wednesday June 15th, I surveyed [redacted]’s home for an interstate household goods move. I walked through the house with [redacted] and discussed options for her move. I let her know that Merchant's Moving and Storage could offer storage for her belongings, we could perform a direct move, or we could deliver into a storage facility of her choosing in Arizona. I also let her know that most storage facilities do not allow for tractor trailer access, so in that case, a shuttle would be required. I sent [redacted] an estimate for a direct move to her parents’ house, and a direct move including “Storage In Transit” (SIT). A move including SIT is a move with a delayed delivery date in which the shipment needs to be stored for a period of time. [redacted] wasn’t sure what choice that she wanted to make. [redacted] let me know that she didn’t want her belongings to be on the truck with anyone else’s stuff. She told me that she wanted a price to book the whole truck for the move or “exclusive use” of the truck. On July 15th, I sent [redacted] an estimate for an exclusive move and let her know that I was going to reduce the weight of the exclusive move by 5000 lbs., to give her a cost savings for an exclusive move. I had told her prior to this estimate that our trucks could hold approximately 30,000 lbs., and in order to book an exclusive truck, she would need to pay for the maximum load potential. Ultimately, we reduced the weight 6,000 lbs. to save her some money. On that same day, I sent her an estimate which included costs for an exclusive move into a storage unit of her choosing and the cost of a shuttle (should it be required). I also let her know that her goods would be delivered into the storage facility without being protected unless she purchased moving blankets and bands so we could use those to secure her belongings inside the storage unit. I told [redacted] that if she found her own blankets, she could have them shipped directly here, and we would except them in and store them at no charge until the move. With the weight of Miss [redacted]’s move, we could have allotted two days to pack and one day to load, but in order to give [redacted] great service, we planned for a four day pack and a one day load. After the first day of packing [redacted] told me that she was very happy with the whole crew and that she admired how they took special care of her items. However, I received a call from [redacted] on the second day, and she was crying saying that she was disgusted because one of our packers Allison (whom she complimented the day before) packed a bathroom trash can and some dirty laundry. She then told me she wanted to inspect everything that Allison packed. I explained it wasn’t unusual for shippers request for us pack dirty dishes and all sorts of odd things. I agreed that Allison could have asked her in advance, if she wanted to pack those items. I talked to [redacted] about the packing issue, and assured her that I was very confident that the items that were packed by Allison were packed very well and she did not need to worry about them. She let me know that she did not sleep the night before because she was worried about those items packed by Allison. She then asked if we could have a crew come back out to unpack and repack those items that Allison packed. I again assured her that Allison is a great packer and we have never had an issue with anything she had packed in the past. She said that she was fine as long as we repacked the specific boxes from the bathroom that contained her worn clothing and trash can. Later that same day, [redacted] called saying that our driver told her that he would be traveling the same route as she was, and he gave her his cell phone number in case she had any trouble. She said that it reassured her that she made the right decision choosing [redacted]s for her move. Upon delivery, my driver Anthony and his helper had hired two men from [redacted] in Arizona. They proceeded to unload the shipment and unwrap so [redacted] could inspect, then seal the items in the load. [redacted] called me after a conversation she had with Anthony, as he told her that he thought it was overpriced, not knowing she requested an exclusive shipment. She was upset thinking that we were taking advantage of her. I talked to her and helped her recall the multiple conversations that we had about the exclusive shipment and how she would have to pay for the exclusive use of the truck. She did in fact recall the conversations, and then she said that she was unhappy with the labor from [redacted] Specifically she said that they were not respectful of her and her requests. We were planning on delivering some items to her home but after she talked to the storage facility who offered her use of their truck, she canceled the extra delivery we had intended to make. We went well out of the typical scope of work for a mover in order to appease the Ms. [redacted]. After the packing incident, she was looking for fault throughout the entire process. We allotted for multiple extra days to pack, and for time to inspect and re pack / before securing her items in the storage facility. In response to the desired Settlement: [redacted] signed an Order for Service. Everything was explained and she seemed to understand the scope of services to be performed along with the costs involved prior to signing the document. As a courtesy, I let [redacted] know that once we deliver into a storage facility we would have to retrieve our moving blankets from the furniture. Knowing what the goods meant to her, I suggested that if she would like her antiques protected she would need to purchase her own blankets which we could use for protection of these items. I offered to order blankets from our vendor for her but she opted to purchase her own from an online supplier. I received the blankets into our warehouse and did not charge for handling or the delivery to her house. We instructed our driver and crew to unload, unwrap and re wrap Ms. [redacted]’s’ goods upon delivery so she could inspect the items as they were being loaded into the storage facility. I personally reiterated that our liability ends when we leave the unit to [redacted] multiple times prior to the move. The price I gave to [redacted] was for crating and uncrating of her delicate goods. Upon realizing there was also a charge for the third party to re-crate the items, [redacted] opted not to have the uncrating and re-crating service performed. There is a two month guarantee of the crated items in her storage facility from the third party agency starting at the time of delivery to the facility. [redacted] has a Claims Department which will be in contact with and work directly with Ms. [redacted] to resolve any moving claims.

Again, Mr. [redacted] is invited into the dealership at his convenience to sit with a Sales Manager to discuss this issue.We would have to go over the entire deal paperwork & would be impossible to do so via email. Please advise what day & time best suits his schedule.

We were simply trying to have Ms. [redacted] fax over the bill for quick resolve.We now understand that was inconvenient for her to do so.Kindly inform her to disregard the bill for the key and we will handle it with Hyundai directly.

After inspecting the billing paperwork closely we realize that [redacted] was actually charged the Shuttle Fee and did not receive the service. (These fees are typically credited back to the shipper after the move is paid for and completed) [redacted] Disputed her charges with her credit card company so at that point we as an agent are taken out of negotiations. Now that the bill has been paid we will absolutely credit [redacted] back for the amount of the shuttle. We will also credit [redacted] back the total for the extra stop although we have GPS confirmation of our driver making the extra delivery for her. Crating services are performed by a third party and their charges are not dictated by [redacted]s. The services of crating and uncrating her valuables for inspection were already included. It was when she decided that she would like to re-crate the inspected items that the third party gave her his rates to perform that task. After hearing the charge for the re-crating of the items, [redacted] opted not to have the items uncrated for inspection. At that point those charges were omitted from the total price and [redacted] did not pay for them. [redacted] moved during one of the busiest weeks of the year and finding proper labor is not easy to do, let alone the same day. We had calls into multiple contacts in the area in order to find labor to replace the help from the other agent. We are terribly sorry that this has left [redacted] feeling the way she does.