Michael's Moving & Storage

To whom it may concern,Delivery has been made on 6-15. Thank you,

After reviewing the file under the name [redacted] we have found that he had signed up for the free insurance offered to all customers of 60 cents per pound per article, [redacted] had been sent the information for our claims department and as of now he has not filed a claim with them. If [redacted] is...

unclear about how to start the claims process or has any questions regarding the claim process he can call the Boston office and ask for [redacted] (operations manager) [redacted].

After completing  our investigation into [redacted]'s moves and delivery he had been issued a check in the amount of $200.00.

A complaint was filed with the Revdex.com previously (Complaint ID Number is [redacted]) regarding Michael's Moving and Storage upon which time the company agreed in writing with the Revdex.com to to send a $200 refund for their mistaken over-collection of fees, and an additional $250 to cover the costs of moving the items that Michael's Moving and Storage failed to collect and deliver. Of note, more than 60 phone call attempts were previously made to the company, prior the necessity of contacting the Revdex.com with the initial complaint. At the time of the initial complaint, Michael's Moving and Storage stated, in writing, to the Revdex.com that they would send both a $200 check and a second $250 check. The first check was received in the amount of $200, but the second check remains delinquent and a second Revdex.com complaint is being filed now to follow through in eagerness for a final resolution to this process. Copy of Complaint filed Previously with the Revdex.com: "In August 2015, I was informed that the latest date for the arrival of my items for delivery to San Francisco, CA would be Sept 4. However, my items never made it onto the truck they were supposed to go onto. I was told there was only one truck and I would have to wait 10 days for it to return back to MA. In the meantime, I was told that I'd be getting some money back because of the tardiness. The owner, however, was the only one who could do this, so I was told to expect a call back from him. The owners name is Michael. The person on the phone who told me to expect a call in early September was named [redacted]. When the owner did not call back for a week, I contacted Michael's Moving & Storage again, and was again told to wait for a call. No call was received and we also did not have an expected time of arrival for the truck with our items. I first became [redacted]et with the company because I was supposed to receive my items no later than 21 days past the earliest date I was able to receive my items by the terms of the contract. They wound up arriving after more than 21 business days. When they arrived, the driver demanded an extra $200 in cash that was not part of the deal I made as part of the initial contract. Since the driver of this truck refused to give me my items from his truck until I paid this extra surprise cash, and it was past business hours for Michael's Moving and Storage, I had no choice but to pay the extra money. I contacted Michaels the next morning and several times in the following week. I either left a message, or was told to expect a phone call back. Finally, I got [redacted]et and demanded to speak with the owner, Michael. He and I did in fact connect. Michael told me that I should wait until he personally met with the driver to assess the situation and see how much money was collected. I was able to connect again with Micheal. He was very nice on the phone and told me he could send a check in the mail for the $200 that was over-collected by the driver. It has now been 5 weeks and he still has not sent a check and now has a message from me every Monday for 5 weeks (none of these calls were returned). In total, the owner has not, since September, returned my phone calls on 10 occasions. My girlfriend additionally has made at least a dozen phone calls to this company in order to complete our order over the past several months. In addition to the $200 that was over-collected, the company failed to deliver two items that were specifically outlined by me in the days leading up to the initial pickup. Michael has apparently instructed his employees to pick up those two items and deliver them. However, it has now been 7 weeks and we have not received any phone calls about this. When I was able to get someone on the phone (Steven) I was told that someone had tried to reach out once, but I have no record of phone calls or voicemails and have no reason to believe this to be a true statement. The company offered to refund the $200 on my credit card last week. I can't say I feel very comfortable with this. I don't trust this company anymore, and I don't trust them to keep my financial information secure and so I will not give them my credit card information. In addition, what happens if they run my credit card in the wrong way? How long will it take to resolve that? In any case, I was told by the owner more than 5 weeks ago to expect a check, and I think it is not unreasonable that I get a check for the amount that was over-collected by the driver ($200). Eleven days ago, I warned three times that, unless somebody called me back, I would be making a complaint with the Revdex.com. Nobody called me back. Additionally, now that I have to make this complaint to the Revdex.com, and now that I've had to make, since August, about 40 phone calls, I really don't want this company to complete the original order anymore, and I'd like some money from them so that I can complete the order on my own with another service, such as [redacted], which will require reimbursement for packing materials and shipping costs. These are estimated to be $250."
Complete the initial written promise by Michael's Moving and storage to send the second check for $250 that continues to remain delinquent.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. The estimate I received and signed was on a Michael's Moving and Storage letterhead so it was reasonable to expect the information provided by Mr. [redacted] represented the policies for Michael's around long distance moves. Mr. [redacted] communicated a "7-10 day" delivery window on multiple occasions prior to my contracting the move services and upon subsequent enquiries. Relaying that he said otherwise is a gross fallacy. I have a young daughter and would unequivocally have not agreed to a 15 business day delivery window. I had other moving companies to pick from and would have simply taken my business elsewhere had I been communicated a 15 business day delivery window with no guarantee. Michael's did not communicate a 21 business day delivery window to me until the phone communication on 6/6/2016 at which point I vehemently objected indicating that was not the terms I agreed to. It is unfortunate it has taken these steps to finally extract a delivery date for my items after the delay in shipment. At the end of the day consumers have the wisdom and capability to determine the truthfulness and trustworthiness of a company based on the experiences of other consumers. It would serve well Michael's and those they authorize as brokers to be consistent in the process of contracting and delivering their services, transparent in resolving issues, and honest/fair in remedying situations where they have failed a customer.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
The matter was previously settled, and the business agreed to remit the amount initially requested in the first Revdex.com complaint, but the company failed to do so despite assurances from them, in writing, they would send the full amount previously requested in the prior complaint. The matter is not up for debate - it has already been settled, and we are now following through on the promises made, in writing, on the last Revdex.com complaint issued with regards to this matter.  
Regards,
[redacted]

I am writing this email to update you that upon completion of my investigation in Mr,[redacted]’s request for additional compensation I have determined that we will deny his request on the grounds he has not produced any proof that such additional compensation should be accommodated (i.e. receipts, proof the item was damaged during our services)

Michael's Moving & Storage has come to an agreement with the customer Mr. [redacted]  concerning the delivery of his  belongings.
Mr. [redacted] has been compensated with monetary discount from his over all bill.
This was unfortunate  situation but here at Michael's Moving an...

Storage, we pride our selves in doing our best to make things right by the customer if problems arise.
Our compensation was due to the fact that we could not meet out contractually agreed upon delivery time frame and not due to the fact that there were extra items to be shipped .
We wish Mr. [redacted] and his family the best .

1.  Please send me the forms and information on how to submit a claim because I can’t find any information on the process in the paperwork that I received from your company.
2.  Yes, I was advised about the possible extra charges on the day of pick-up (after my belongings were on your truck, and having given my CC info. for the 2nd payment) and by e-mail 4 days later.  My
complaint is that I should have been advised in advance of any financial jeopardy, having paid a non-refundable 10% deposit at time of booking, and the additional 60% on pick-up day, prior to being given the documents to read (but not given any copies to keep).
3.  You have not addressed the issues pertaining to your staff’s poor customer service in not responding to my calls & e-mails in a timely manner, not to mention the lies that I was told by them.
4.  There is also the issue of the unreasonable one-week wait for delivery of my chair from your [redacted], CA warehouse and the reassembly of my dining table, which should have been done on the original delivery day, or the following day as advised by your delivery driver.
The e-mail & attachment that I sent to your salesperson on July 13, includes details of these complaints and other issues. Copies attached.
Regards,

Thank you for forwarding this complaint to our
attention, we would like to offer the following response.
Ms. [redacted] contacted us for an estimate for
service between ** and **. She was advised that the delivery time frame was up
to 15 business days from the 1st date of availability. ...

Ms. [redacted] was advised that [redacted]s Moving
& Storage ([redacted]s) would do what it could to deliver her items as close
as possible to her 1st available date. At no time did [redacted]s
promise that Ms. [redacted]’s shipment would arrive within a specific time frame
other than the established 15 business day window. Ms. [redacted] received
delivery on August 22, exactly 15 business days from her August 3, 1st
available date.
 
Any updated provided by our staff were provided
in good faith based upon the information available at the time. We are not sure
why Ms [redacted] believed that she would be called over the weekend after being
informed that the truck would only arrive at the storage terminal on Monday. It
unlikely our employee [redacted] would have advised that she would call her on
Saturday as [redacted] does not work weekends and there would be very little to
report as the truck was not expected to arrive before Monday. Furthermore, we strongly
deny that any of our staff members would have hung up on Ms [redacted].  
 
Ms. [redacted]’s contract contained information
regarding shuttle fees and she was aware that a shuttle may be necessary at the
time of delivery
 
Ms. [redacted] was provided with a $74.40 discount after
her items were collected and received a further $25 discount in goodwill to
resolve any and all service issues for which Ms. [redacted] signed a Release of
Settlement form agreeing not to submit any complaints, which she has clearly
not adhered to as evidenced by her complaint to the Revdex.com. 
 
We regret that items may
have been damaged or lost during transit. We have asked our claim administrator
to forward claim forms to Ms. [redacted] so that she may submit a claim as
required by federal law and our tariff. Thank you.

The 10th of December was the 1st available date the customer was ready for delivery.  The contract states we have up to 15 business days from that date to deliver.  Delivery has been scheduled and the customer has been notified.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. Michael [redacted] knows very clearly that I got on the plane soon after the early morning pick-up on June 3rd and arrived in Florida  the  same day. My family also arrived in Florida earlier than I did. He knows that the contract we signed (attached with my previous response) indicated June 3rd as the first available delivery day. What he attached in his latest response is the 'information sheet' on the front of an envelope that was filled out on the day of pick-up, and June 8th was that date that I was told delivery would take place - after discussions with several of Michael's employees ([redacted],[redacted], [redacted], and [redacted]) that day and the day before. I was instructed to write June 8th in that spot on the envelope, not because it was the first available day, but because it was the actual delivery day. I was not told, nor would any reasonable person expect that this last-minute form on the front of an envelope would in effect alter the terms of the contract - not only the first available day, but the time allowed to deliver after that date. Again, in the contract and Michael's own email, June 3rd was clearly specified as the first available day, and delivery was to occur within 15 business days. Clearly this was another intentional deception, and clearly they're very practiced at deception and sleight of hand. [redacted] is obviously a trusted company, and so I trust that what they told me about Michael's moving repeatedly lying to customers is true. As for the claim that Michael's subcontracted them at their expense to expedite my shipment, the [redacted] driver told me that they have been subcontracted by Michael's Moving and Storage on numerous occasions, so this was obviously not an exceptional occurrence.I will not dignify any more of [redacted]'s comments on this matter with a response. They've taken enough of my time and energy and deserve no more. I filed the report and have responded to this point in the hopes that other potential customers will be made aware of the kind of dishonest and deceptive business in which this untrustworthy company engages before they make the mistake of hiring them. 
Regards,
[redacted]