Michael's Moving & Storage Inc.

In responseto complaint by [redacted]: The husband,[redacted], called this office at the beginning of February and spoke with[redacted].  He asked how much it would be tomove his belongings that were here in storage to Arizona.  [redacted] called back and left him a voicemailasking him...

to call back so that we could give him a quote.  He did not call back until about three weekslater.  [redacted] gave him a quote and hesaid he would call back.  His wife calleda few days later and said “I should have handled this from the beginning”.We thenbegan the process of registering their move. I emailed the forms that needed to be signed and [redacted] emailed us sayingthe address needed to be corrected, which we did.  Then the new forms had the wrong date, whichwas also corrected.  When thepaperwork was sent back we finished the registering process for the move.  On 2/**/15 [redacted] called [redacted] explaining that thedelay in receiving the signed paperwork was the reason for the delay in havingtheir belongings picked up by [redacted] earlier than 3/*/15.  [redacted] explained to them that their thingswould be picked up on 3/*/15, [redacted] was ok with that.  [redacted] also gave [redacted] the name and phonenumber of the person hauling her belongings and [redacted] seemed to be fine withall of that.On 3/**/15 thedriver called them and said that the delivery would be two weeks later thanthey expected, they became angry. Michael’s Moving & Storage has no control over delivery once thebelongings have been picked up by a [redacted] hauler.From what weunderstand, the [redacted] were given back a portion of their money from [redacted]
[redacted] as per [redacted].

Review: My husband and I relocated to AZ from NY and are using Michael's Moving to move all of our personal items to AZ. Our personal belongings are arriving almost three weeks later than we were initially told, they only sent us half of our belongings and are now trying to charge us a second cross country moving fee to get the rest of our stuff, we have asked to speak to the [redacted] for more than two weeks and have gotten no response. They have completely failed to respond to phone calls and email requests. They are asking us to pay and additional $1500 than previously quoted. My husband and are paying rent on a house but we having been waiting for our furniture, clothes, pots and pans....ALL of our belongings for weeks! We are extremely frustrated and not being treated with respect.Desired Settlement: We are asking to get the rest of our belongings in a timely manner and without additional charges. We also feel that we deserve a partial refund for the poor execution of services (forcing us to pay money on a house that is unlivable) and terrible customer service.

Business

Response:

In responseto complaint by [redacted]: The husband,[redacted], called this office at the beginning of February and spoke with[redacted]. He asked how much it would be tomove his belongings that were here in storage to Arizona. [redacted] called back and left him a voicemailasking him to call back so that we could give him a quote. He did not call back until about three weekslater. [redacted] gave him a quote and hesaid he would call back. His wife calleda few days later and said “I should have handled this from the beginning”.We thenbegan the process of registering their move. I emailed the forms that needed to be signed and [redacted] emailed us sayingthe address needed to be corrected, which we did. Then the new forms had the wrong date, whichwas also corrected. When thepaperwork was sent back we finished the registering process for the move. On 2/**/15 [redacted] called [redacted] explaining that thedelay in receiving the signed paperwork was the reason for the delay in havingtheir belongings picked up by [redacted] earlier than 3/*/15. [redacted] explained to them that their thingswould be picked up on 3/*/15, [redacted] was ok with that. [redacted] also gave [redacted] the name and phonenumber of the person hauling her belongings and [redacted] seemed to be fine withall of that.On 3/**/15 thedriver called them and said that the delivery would be two weeks later thanthey expected, they became angry. Michael’s Moving & Storage has no control over delivery once thebelongings have been picked up by a [redacted] hauler.From what weunderstand, the [redacted] were given back a portion of their money from [redacted]

[redacted] as per [redacted].

Review: When I called on the morning of our move date to confirm our appointment, Michael's Moving and Storage and National Van Lines(based in Staten Island) advised me that someone in their company made an error and that they did not have our appointment listed until 1pm instead of the scheduled 8:30am. [redacted], the booking agent, advised that because of this error, they would need to pull a another crew that was close by to assist with our move. This was confirmed through an email sent to me from [redacted]. I actually added an additional move from a 2nd location on the same date which if extended beyond the initial 4 hours, I would be charged $95 per hour after the initial 4. [redacted] confirmed and that there were no worries. When the "other" movers arrived after 2pm, they told me that they were called in from another location and they were not equipped for my move because their truck was smaller. In fact, several times during the move, they told me that they were not sure that they could fit everything in the truck because they were not ready for such a large move, and that they may have to take what they had over to our new apartment and then return to pick up the balance. In the end, that is indeed what happened. I was scheduled for 8:30 am, but due to the company's error, the movers did not arrive until after 2pm, which was almost 6 hours after scheduled move time. The replacement movers arrived with a vehicle too small to support the job. The truck did not even have a box (crate) for my large screen TV as I requested, so they had to use tarps. Because of the error, the movers had to make 2 trips back to our apartment which extended the overall time of the move. Later on in the morning, I was advised by the [redacted] and subsequently from the 2nd set of movers that there was an issue with the elevators at their existing site and that they had to walk and down the stairs, therefore delaying my appointment. The movers took 7 hours to complete our move, therefore we could not complete the 2nd location. Also, by the time that we finished for the evening, Michael's Moving and Storage was already closed and I had to leave a message about the additional time that I had to pay for. On the next day, [redacted] responded, "I am not giving you any discount..for a situation that was beyond our control. [redacted]'s clearly messed up this move. I don't want to get anyone in trouble, I just want what is fair. [redacted]'s clearly did not send the right vehcile whether it was their fault or beyond their control. I sent them the entire list of items that I needed to move and they agreed to it in their own contract that they drew up. Why should I have to pay for additional time because they sent the wrong size vehicle. Also, there is no way thay I could have fit the items from my 2nd location as well. I requested the contact name of the owner, but never received it. For your information, all of the movers were exteremely professional and honest.Desired Settlement: I would appreciate as a good faith gesture because I am a repeat client and because the movers were extremely late in arriving due to an internal error, that they would at least take an hour off of the cost of the move.

Consumer

Response:

At this time, I have not been contacted by Michael's Moving & Storage Inc. regarding complaint ID [redacted].

Sincerely,

Business

Response:

To Whom it May Concern,

Please see attached in reference to Case # [redacted] Date of Occurrence 8/*/2013. As per the claim please see attached with original email and bill of lading. As per the customers original email inquiring of a move with the detailed listed items the pieces he stated to be moved a 14 Foot truck can accommodate, I actually sent a 16 foot truck to this job. Which means customer had more items than originally listed which would cause the need for a second trip to recover remaining items. Based upon customers original detailed list when first requesting estimate the truck should have been more than sufficient, My truck had to make 2 trips because the customer in fact had more items then anticipated. I am more than willing to reimburse customer half of what he is requesting which is $42.50 for the fact that he is a repeat customer. The origin and destination point of where the customer was re-locating was 3 blocks. I apologize for the inconvenience of having to make a second trip to retrieve remaining items left behind but as I stated based on customers inventory I sent a more than sufficient size truck to accommodate the move. More items were added which I cannot be responsible for. I am willing to reimburse $42.50 to customer which is half of the amount he is requesting because he is a repeat customer. I apologized to customer for the inconvenience.

Thanks Much

Booking Agent

Michael's Moving & Storage and National Van Lines INC.

Consumer

Response:

At this time, I have not been contacted by Michael's Moving & Storage Inc. regarding complaint ID [redacted].

Sincerely,

Business

Response:

Case#[redacted]

We were unable to reach [redacted] at this time. The crew was late through no fault of their own, but as a courtesy we would like to offer [redacted] a credit refund for services rendered. We would like to offer him 2 hours reimbursement for the lateness of services provided on Aug *, 2013. I read [redacted] who thought that 1 hour would have been sufficient but [redacted] thought otherwise. We hope this will help repair any hard feelings [redacted] may have felt toward the company.

We hope all has been anwsered. If additional information is required, please let us know.

Sincerely,

Linda Goffredo

Review: Scheduled a state to state move with Michael's. Scheduled pickup was 5/**/14. It's been 3 weeks and my belongings still have not arrived to my location in Georgia! My phone calls have never been returned! When I speak to the customer service reps they are not sure of the status of my delivery. They outsourced the move to National Van Lines who are also just as bad!! No one is able to give me a concrete delivery day and in the meantime my life is put on hold because my entire life in with these people! I do not know where to turn from here.Desired Settlement: I do not think I should pay the full price of this move due to the inconvenience I was put through. I still do now know the amount for this delivery, but a discount would help. I also want a concrete delivery date.

Moving is a stressful experience, but the [redacted] and [redacted] of this company, [redacted], took much of the pressure away. [redacted] was professional and accurate in his estimate. He was honest at all times about last minute contingencies, of which we did not have any. His staff of men helpers were friendly, careful with our belongings, courteous. Nothing was damaged, including our piano. Wonderful experience to work with this company.
Satisfied customer moved from ** to **