Merchants Moving & Storage

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

To whom it may concern,The customer's complain has been resolvedPlease 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 Regards,

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

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: We live over 2 hour from the dealership. Picking up a loaner car is not feasible as it would require us to drive 4 hours round trip to pick up and return the loaner car with expired tags. When that offer was made to us directly, we asked for a rental car from our local area and the dealership refused. 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]

Complaint: [redacted] I am rejecting this response because: The conditions of the crating were not explained in complete detailJohn C [redacted] who handled the move even apologized for "dropping the ball" regarding this concernToday is the first day I have been aware of any coverage on the crated itemsAdditionally, I was told on the move day that there would be another one thousand dollars for me to have the crates openThis was never explained previously The tractor trailer could pull right up to the storage facilityNo shuttle was needed yet I had to pay for it anyway The two incompetent movers who were hired from [redacted] 's [redacted] and storage in Phoenix were fired over the way they treated my furniture, belongings, myself and the driverI called Merchant's first thing that moving day and asked her to have theses two men replacedShe replied" I'll get right on it." Nothing ever happenedThe driver even called his boss, Brian H [redacted] , who is the dispatcher and complainedStill nothing was done Merchant's was more concerned with getting my job out of the way so the driver could be in L.ACalifornia the next morning I am very disappointed with Merchant's and quite upset as wellAll of this is totally uncalled for Sincerely, [redacted]

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]

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 emailPlease advise what day & time best suits his schedule

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 negotiationsNow that the bill has been paid we will absolutely credit [redacted] back for the amount of the shuttleWe will also credit [redacted] back the total for the extra stop although we have GPS confirmation of our driver making the extra delivery for herCrating services are performed by a third party and their charges are not dictated by [redacted] sThe services of crating and uncrating her valuables for inspection were already includedIt 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 taskAfter hearing the charge for the re-crating of the items, [redacted] opted not to have the items uncrated for inspectionAt 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 dayWe had calls into multiple contacts in the area in order to find labor to replace the help from the other agentWe are terribly sorry that this has left [redacted] feeling the way she does

When a customer has an extremely low credit score, the banks approval would normally dictate the vehicleWe went out of our way to assist and this was explained in great detailThe deposit was the trade vehicle value, money down and rebates applied.If a customer ever feels uneasy, they may leave the dealership at any time

[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 meI have called [redacted] rental and will be picking up an equivalent full size car tomorrowThe rate is $(that includes tax) for one weekCan be returned early if registration is receivedI need to know how the dealership with pay this bill Regards, [redacted] ***

Review: This is a complaint about a residential moving service performed by Merchants Movers on May 14, 2014.

It is important to note that on May 9th, 2014, I hired a completely different moving company, called Kenosha Movers, to move my personal belongings from my old apartment in Kenosha to my husband's address in Pleasant Prairie. I lived with my husband for less than a week. My personal situation did not work out well and I called Merchants Moving shortly then after to request their services to move me from my husband's address to a new duplex which was 3 miles away. I explained to the estimator, [redacted], that I had just moved the EXACT same items just a few days prior and the entire move was completely done within a 3 hour window. In fact, within this same 3 hour time window, Kenosha Movers also assisted me by moving a couch to a furniture store 2 miles away and waited in the parking lot for 30 minutes while I spoke with store staff. So all in all, it took Kenosha Movers approximately 2.5 hours to move my items from point A to point B, plus another 1/2 hour to drop the couch off for me. [redacted] said he understood and did not need to schedule an estimate based on that. He arranged the move for May 14.

My 67 year old mother met the moving crew at my husband's address on May 14. The men told her up front that it was a slow day, and they had no other customers that day. My items were 100% ready to go, boxed in good Uhaul and Uline boxes and everything was staged to go. Even so, the movers proceeded to take items out of a file cabinet and pack them in boxes which was completely unnecessary considering Kenosha Movers previously moved the file cabinets WITH files inside with no problem. The Merchant mover guys also shrink wrapped every single item, including sealed boxes, clothes hampers, closed-top toy boxes, and any sort of container. According to my mother, every single box or piece of furniture was either padded and shrink wrapped, or shrink wrapped - no matter what it was. This took considerable time, about 4 hours.

When they completed this task, my mom requested they make a separate stop at another location 5 miles away to pick up a dinette set. This scenario was strangely similar to me asking Kenosha Movers to drop off a couch at a furniture store the week prior. Merchants guys took about 15 minutes, and afterwards they drove to the new duplex where all items were to be dropped off.

My mom explained she was not able to help in any way because she has emphysema. She also advised she would not be able to go upstairs to the second level due to breathing issues. She said the guys spent the next 4 hours moving items in and spent quite a bit of time upstairs.

On the 7th hour, they mentioned they were going to leave. She checked - and after 7 hours they had not even assembled the 3 beds she asked them to assemble. Two of the three beds were simple construction - only requiring a headboard to be attached to a metal frame with 4 bolts. The third bed was a 2 piece bunk bed which was moved by Kenosha Movers the week prior in 2 chunks, and Kenosha Movers had no issues assembling the bunk bed back together in 10 minutes.

My mom stated it took an additional hour for the assembly of these beds.

After an 8 hour move, I was left with other items that were NOT assembled, such as a book case that had shelves removed, and an entertainment center which had shelves removed. Plus, they left bolts hanging out of my son's bed, and left some bolts completely out. I do not feel the bed is safe for my 11 year old, considering it was put back together with less pieces.

I also came home that evening to find my 50 inch high definition LCD TV had a cracked screen from the move, rendering it inoperable.

The evening of the move, I contacted a man named [redacted] at Merchants Movers. I expressed my extreme dissatisfaction with the length of time for the move. He advised he would have [redacted] call me the following day.

[redacted] called me on May 15th. I went over the scenario with him and advised him that just 5 days prior, Kenosha Movers moved the exact same items, packed in the exact same fashion in about 2.5 hours PLUS made a stop over to a furniture store to drop off a couch - all within a 3 hour window. He asked me why I felt his movers took 8 hours. I explained the insane shrink wrapping exercises, as well as the slow movement, and a lot of time spent upstairs unsupervised. [redacted] said they provided me with a package called the "Full Service Move" which is something you might elect to take if you were doing a state to state transfer. I asked why they provided me with this level of service when I did not request it and was NOT made aware they offered different levels of moving service. He had no comment. I asked [redacted] why they would feel they could use this level of service on me considering I told his estimator that it would be a 3-hour move based on past experience. He had no comment. I advised [redacted] that my coworker recently used their services and was never informed of these levels either, and they moved her household in 2 hours with absolutely NO use of shrink wrap or padding. He said he could not comment on that. Lastly, I asked [redacted] why the gentlemen would attempt to leave on the 7th hour with beds un-assembled if this indeed was a "Full Service Move". He had no comment. He said he would reduce the move from 8 hours down to 7 hours since the movers showed up earlier than expected.

I explained my moving history to [redacted], and explained that I am not new or naive to how long a move should take. I have moved 5 times in 4 years and none of my moves required more than 4 hours of moving time. That was back in the days when I had more furniture than I do now. He requested proof of this. On May 30th, I emailed him proof of my last move from May 9th, which was completed head to toe in 3 hours. I have not heard back from him yet.Desired Settlement: I would like the [redacted]ing reduced from 7 hours labor ($120 per hour x 7 = $840) TO 3 hours of labor ($360).

Merchants already charged my credit card $840 so I would like $480 credited back to my credit card.

I would also like to be reimbursed for my broken/inoperable 50" LG HDTV LCD television set which they broke. I believe this will be a separate claim. The TV set cost me $648 and Merchants credited me $15 for it.

Business

Response:

Re: In response to complaint ID [redacted]

Merchants Moving & Storage prides itself in providing

courteous, professional services. We take feedback and complaints very

seriously, and treat them as opportunities to better our customer service.

We are a professional moving company, and every relocation

we handle is “full service.” Being a full-service moving and storage service

means that adequately and properly packing, unpacking, covering floors, and wrapping

furniture is simply “The Merchants Way” and is how we perform every time. This

is not a separate, purchasable level of service but how we, as a company, do

business.

Unfortunately, the customer was unable to meet with us prior

to the move, or to be present during the course of the move. We believe this is

where the fundamental disconnect happened between what we, as a company, are selling and what the

client thought they were purchasing.

To respond to some of the details of this move:

o

We accommodated the client’s requests to not

walk on the grass, and to take longer routes into/out of the residences – which

took up additional time.

o

Each residence and move is a unique combination.

This particular destination residence has a 180 degree turn in the stairwell

which necessitated the disassembly of the bunk-bed to take it upstairs, as well

as causing the movers to slow the pace of items being moved up the stairs in

order to do so safely and carefully.

o

The crews were not made aware of any damage to

the client’s television. Once the client filed a claim for the television,

Merchants did pay out the claim within 7 days of receiving it. The client opted

to go with the minimum industry/federal standard for local moves ($0.30 per

pound, per item) as such the claim reimbursement was in line with that.

Since this complaint was registered the Vice President of

Operations spent some time in conversation with the client and a satisfactory

outcome has been agreed to. Both parties realized that certain aspects of the

service were, unfortunately, misunderstood, which resulted in the disconnect

for the client between what was provided and what was purchased.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted]. Although I find some disagreement on certain details provided in Merchant's response letter, I am pleased with the company's effort to resolve my complaints and as well as the monetary reimbursement they issued. The resolution is satisfactory to me.

Regards,