Midwest Tree & Landscaping Service, LLC

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

I am rejecting this response because: A copy of Bill of Lading is given to the client after completion of loading of the items to be moved We were not given a copy when they did not complete their agreed assignmentThe documents that I forwarded did not mention hour minimum It could have been added after the fact since we were not given any document to the effect [redacted] came for the survey and he met my daughter and I and we clearly stated that If it was not included in the survey, is it our fault? Who reported the survey? Who made the estimate and what basis? If [redacted] is not aware, it clearly shows their inefficiency and lack of professionalismAnd if it does not matter how many persons are moving than why bring up the number of persons and who is moving and who is not? I have discussed enough about the unprofessional behavior of the crew and more so of the owner of the company – *** I had no interaction with Paul, except when he called to threaten that he will do as pleases, regarding the charges and the damage He at that time instructed one of the crew to take a picture and one of the crew members did, but because of the company’s total lack of professional honesty and integrity, did not acknowledge or take that into account There were no derogatory comments made by anyone, only a request to handle the furniture carefully, for which we got screamed at by ***, that how dare we say anything to the crew as they are professionals and will do the job as they pleaseThe contract is between I and the company I only spoke to [redacted] and [redacted] in the office, so to blame a third person for their threats clearly shows that the company did not intend to complete the move due to rain for which they were neither prepared nor equipped Two of the crew members including the driver were sitting in the truck and third, [redacted] was the only one doing the liftingSince [redacted] and [redacted] were not present at the site, as promised by ***, how accurate is their judgment? And how can they blame their inefficiency on ‘derogatory comments’The move was cancelled only because of [redacted] and crew’s threats as they assumed that they can deal with minority women as they please since we were in tight spot It seems that it is the company’s ‘prevailing practice’ As stated earlier, one does not cancel a move, in the process, if it is not an extreme circumstance and a nasty situation The floor protectors are useless if they are not used when the crew enters the premises, at least, that is the established practice of the moving companies, as it was not our first move To blame us for their lack of professional expertise and do what was agreed is to also blame us for the rain!!! There was no mention of increased time during rain nor was I apprised of the situation before the move was to take placeI had to call repeatedly to confirm the time of arrival and I could not reach ***We only got to know of increased time when I saw the bill of lading I have already included a picture of the damaged furniture, and this is the first that they have asked to file a complaint, I don’t want to deal with such rude, disrespectful, dishonest and biased company for I know what the outcome will be Attached is the Exhibit II a picture of the clothes dumped in our mattress bag, perhaps a version of their speed pack? I asked [redacted] about the speed pack during the move and he said that they had forgotten to put it in the truck and he could not deliver it at that time and we should use plastic bags if we have them

On Exhibit I, there is an arrow pointing out the notation of the three hour minimum There is another arrow pointing out the shipper signature agreeing to the moving services In response the the clients comments, please review the following: Please let us know if you have any questions I am sorry, in our correspondence, I thought we were moving the just daughter and I was unaware that the mother was moving with herOur surveys do not indicate the number of people moving nor the names of the individuals I was addressing the situation and issues surrounding the move According to our driver, there was a male individual on site during the move who made the derogatory comments to our movers If this was a friend or relative, we have no way of knowing Regardless, the behavior of this individual towards the moving crew was unacceptable There were three crew members and each witnessed the interaction of this individual The crew had wardrobes and had special “speed packs” as additional storage for the placement of the clothes The client was advised of this when she first brought the lack of wardrobes to our attention These “speed packs” are often used in the course of moving clothes All of our trucks are equipped with floor protectors and the crew are trained to provide these upon request They were not requested The apartment was on the second floor and protected from the elements The truck was situated on a paved parking lot and there was no debris that would have been on the workers shoes We always advise our clients during the rainy season; that if it is raining, the move will take longer due to needing to protect the furniture and boxes and also due to slippery conditions The client was the one who requested us to stop the move and we complied and moved the items back into the apartment at her request If there are damages, the client will need to provide a written request to CR Moving Services that she is filing a claim and detailing the damages and will need to provide clear photos detailing the damaged items A copy of the signed and dated bill of lading (Exhibit I) clearly states that there was a hour minimum A copy of this document has been attached for review We have also attached as Exhibit II, the credit card authorization form signed by the client [redacted]

I am rejecting this response because:The CR Moving Company’s response to the complaint is inaccurate, presumptive and untruthful First, the company was not hired to move my daughter, it was both of us, as [redacted] , who came for the survey, was specifically toldSecond, I don’t have a husband; and to create one and blame the harassment on imaginary person .is the epitome of untruthsMy daughter and I were living in the apartment in Elk Grove It can be verified by contacting the leasing office of the Lakepoint apartment complex***, who came for the survey saw and was aware of the fact.Third, [redacted] surveyed two bedrooms and the two wardrobes, and yet did not have the professional expertise to correctly estimate the number of wardrobe boxes needed, as promised in the contract Fourth, moving is stressful and the date of the move is carefully planned It is not lightly that one is forced to abandon the move The belongings are packed, you are ready to move and when movers come without the promised equipment like the wardrobes .when the crew does not lay a protective covering on the carpet, as promised and when asked to do so, starts harassing and owner phones and screams and shouts and are continuously threatened of abandoning the move, it becomes a nightmare The company said that I canceled the move, I took the crew’s and ***’s threat and said that if you don’t want to continue with the move, then that’s fine by me I did not want to be subject to threats, disrespect and shouting, I was paying for the services, it was not a favor The company sadly lacks a vital component of service industry customer service and professional courtesy.Fifth, my daughter who is a physician took two days off for the move She lost time and money for those days, when she had to extend because of the incompetence of the companyIf the company did not have the expertise to move in adverse weather conditions then they should have advised accordingly, instead of wasting our time, and damaging our furniture ..there is no mention of compensation for the damage and is not addressed by the companySixth, the company billed for hours I was told that when the crew enters our property, that is the time the clock starts ticking, so to bill for the hours of commute time to and from their office is against the contract and the prevailing practice of the industry It proves malafide intention of the companyLastly, by mentioning a black crew member, the true color of the company is apparent Just in the passing, we have as our family member, an African American, the political correct term, if the company has a sense of correctness We felt and now are convinced that the behavior of ***, [redacted] and [redacted] targeted two women with Asian heritage and deliberately harassed us to intimidate, as they knew we were in a corner with a complete pack out and ready to moveI want the reversal of $480/-charges and compensation for lost time, anguish and agony that we were subjected to and compensation for the damaged furniture

Attached is the correspondence sent to JP Morgan Chase Bank on January 10th, I also attached two additional exhibits showing the reversal of the chargeback on 1/12/as well as the original dispute chargeback on 12/21/16.As reflected on the letter to Chase on January 10th, 2017:"In reference the disputed invoice, we were hired to move the client’s daughter from Elk Grove CA to Pleasanton, CA on 12/15/After the move was started, the customer’s husband began harassing one of the members of the crew, who is black and asking him if he has been out drinking the night before as he felt the crew was not moving fast enough The mover, withheld comment and advised that he did not drink Soon after that incident, the husband asked another member if he has been out partying the night before, as he felt he was also not moving fast enoughIt should be noted that there was heavy rainfall on the morning of December 15, in Sacramento, CAand the crew was working in poor weather conditionsOur office received a call from the customer, [redacted] , who complained to me personally that she felt the movers were taking too long She was advised that the movers were working in the rain and having to navigate steps since the apartment was on the second floor Further, the back of the truck was also slippery and we had to be careful that the crew did not slip and injure themselves It was further explained that moves typically take longer in the rain and we had to adhere to safety practices She did not like this response and indicated she wanted to cancel the move She was advised we would be more than happy to unload what had been loaded into the truck and move it back into the apartment She was also advised, that we had performed moving services and she would be billed for moving services for the three hour minimum per the contact terms She then yelled obscenities and hung up The moving crew complied with her wishes and unloaded the truck It should be noted that travel time to and from the customer’s residence is approximately hours round trip The total time loading and unloading the truck was also hours Therefore, the customer was only assessed the hour minimum Attached as Exhibit I, is the signed and dated Bill of Lading authorizing the hour minimum This is located on the form on the left side under hourly rate On Exhibit II, is the signed and dated credit card authorization form Please note the language under the signature block Please call if you have any questions or need further clarification."Within the clients letter are numerous untruths that if you wish I can address individually We wanted to get this to you as soon as possible so the complaint can be addressed Please advise Regards, [redacted]

Better Business Response Jeff *** 2017First and foremost, we are very sorry for any losses that Mr*** has experienced. When the items were loaded into the truck for delivery to Aptos CA, each item was checked off as it was loaded into the truck. All items that were
inventoried were accounted for. Please see Exhibit I.When the load was delivered to Aptos, CA the next day, the client was offered a check sheet to check the items off as they were unloaded. The client told the driver that his method of checking off the items would be after the truck was unloaded and he saw that it was empty. Therefore, he did not use a check off form as requested. With respect to the subject hand truck, this particular piece of equipment was identical in looks to the hand trucks used in our warehouse. Therefore, this particular piece of equipment was inadvertently taken off of the truck and placed with our other equipment once the loading was completed. When we were notified that the hand truck was missing, we were able to identify the equipment with the inventory sticker still attached to the hand truck. We attempted to secure shipping of the hand truck to Mr***, however, the shipping cost was more than the cost of a new hand truck. In that the client was in immediate need of the equipment, we advised him to purchase a new one, of which he did and he was promptly reimbursed. Since the equipment was exactly the same that we use for household moving; it was taken into our equipment inventory. Regarding the missing black bag of ski equipment, two of the four movers who loaded the truck here in the warehouse also delivered the household goods to the client in Aptos, CA. When reviewing the possible loss of the ski equipment with both movers, they firmly remember that both ski bags were the first items to be offloaded and Mr*** taking possession. Per the attached inventory sheet, both items #’s & were signed off by the client as being received on 10/3/2017. See exhibit III. Unfortunately, Mr*** did not request any household goods insurance over the standard cents per pound and initialed and signed the Bill of Lading waiving any additional coverage. See Exhibit II on the bill of lading. While we very much regret the apparent loss of the ski equipment, our records show that it was loaded as verified though our mover’s, records and documents which indicated the item was delivered. As a good faith gesture, and admitting no liability, we will reimburse the client for the loss of the ski equipment at the rate of insurance he chose of cent per pound per item

As a matter of policy, we require a credit card authorization before commencing any local moveWe do not charge the card, but pre-authorize the card for the estimated amount of the moveThe client has the option of paying by check or credit cardOccasionally, some parties are not comfortable
providing this over the phoneTherefore, on the day of the move, I accompanied the move crew and obtained the required informationShe provided the information and signed and dated the credit card authorizationAs is standard with all of our moving estimates, we provide at no cost a visual survey conducted on-site and itemize all of the items to be movedThe client went through her home and advised us on what she wanted movedA copy of the estimate and the table of measurement was provided to the client both prior to the move and on the day of the moveWhen I first arrived, the client indicated that she thought our truck would be too smallHowever, based upon the table of measurements when the survey was completed, the truck size was more than adequateWhat occurred was that she asked the crew to move items that were not on the survey, which is okay, as we work by the hour and clients often under estimate what they need movedWe operate under the authority of the California Public Utility CommissionWe are required to operate under their guidelinesThe price of our hourly move was clearly stated on the estimate and bill of ladingTo allow for unforeseen delays, we always provide a not to exceed price and this form was signed by the clientAfter several months of attempting to negotiate with the client and after repeated refusal to allow us to see the items that she claimed were damaged and if the client refusing to pay the remaining balance, we submitted the credit card authorization and obtained the remaining balanceThe client filed a protest stating the charges were fraudulentHowever, when we provided the backup documents, the credit card company agreed that the client was obligated to pay the chargesThe credit was therefore reversed and the monies were transferred back into our bank accountWe attempted five or six times to meet with the client and to review the damages so we could process her claim. However, she refused to allow us to see the damagesWe cannot process a claim if we do not have an opportunity to repair or correct any damagesThe client only recently provided copies of the invoices for damages with invoice dated in June and we agreed to pay one invoice in the amount of $for a minor drywall repair for goodwill purposesWe had noted various damages to the furniture moved and the client signed and initialed a form we use to document minor scrapes and other pre-existing damagesHowever, without us being able to see the supposed damages, we could not process any claimAs far as the damages to the car hood, our crew indicated they had accidently hit the garage door button causing the door to closeHowever, they managed to stop the door before it touched the car hoodOnce again, she refused to allow us to see the damage so no claim could be processedWith respect to the claim that we refused to move her two days later, we have a signed statement from the client requesting us to return on April 10th, two days laterHowever, the next day she called and advised us she was hiring someone else to finish the jobShe submitted a copy of an invoice dated in June 24, in the amount of $for garbage removal and relocation of wanted itemsIt is unknown why the client would expect us to pay for thisIn conclusion, we have follow the Public Utility Commission policies and procedures as well as our own standardsIf a client refuses to work with us, then we have no other choice but to take the necessary action to resolve the issue at hand

Business states that they have been in direct contact with the customerThe trampoline in question has been replaced with a new oneAt this point the business believes the matter has been resolved to complete customer satisfaction

I am rejecting this response because: A copy of Bill of Lading is given to the client after completion of loading of the items to be moved.  We were not given a copy when they did not complete their agreed assignment. The documents that I forwarded did not mention 3 hour minimum.  It could have been added after the fact since we were not given any document to the effect.   [redacted] came for the survey and he met my daughter and I and we clearly stated that.  If it was not included in the survey, is it our fault? Who reported the survey? Who made the estimate and what basis?  If [redacted] is not aware, it clearly shows their inefficiency and lack of professionalism. And if it does not matter how many persons are moving than why bring up the number of persons and who is moving and who is not?   I have discussed enough about the unprofessional behavior of the crew and more so of the owner of the company – [redacted].  I had no interaction with Paul, except when he called to threaten that he will do as pleases, regarding the charges and the damage.  He at that time instructed one of the crew to take a picture and one of the crew members did, but because of the company’s total lack of professional honesty and integrity, did not acknowledge or take that into account.   There were no derogatory comments made by anyone, only a request to handle the furniture carefully, for which we got screamed at by [redacted], that how dare we say anything to the crew as they are professionals and will do the job as they please. The contract is between I and the company.  I only spoke to [redacted] and [redacted] in the office, so to blame a third person for their threats clearly shows that the company did not intend to complete the move due to rain for which they were neither prepared nor equipped.   Two of the crew members including the driver were sitting in the truck……and third, [redacted] was the only one doing the lifting. Since [redacted] and [redacted] were not present at the site, as promised by [redacted], how accurate is their judgment? And how can they blame their inefficiency on ‘derogatory comments’. The move was cancelled only because of [redacted] and crew’s threats as they assumed that they can deal with minority women as they please since we were in tight spot.  It seems that it is the company’s ‘prevailing practice’.  As stated earlier, one does not cancel a move, in the process, if it is not an extreme circumstance and a nasty situation.   The floor protectors are useless if they are not used when the crew enters the premises, at least, that is the established practice of the moving companies, as it was not our first move.  To blame us for their lack of professional expertise and do what was agreed is to also blame us for the rain!!!  There was no mention of increased time during rain nor was I apprised of the situation before the move was to take place. I had to call repeatedly to confirm the time of arrival and I could not reach [redacted]. We only got to know of increased time when I saw the bill of lading.     I have already included a picture of the damaged furniture, and this is the first that they have asked to file a complaint, I don’t want to deal with such rude, disrespectful, dishonest and biased company for I know what the outcome will be.   Attached is the Exhibit II a picture of the clothes dumped in our mattress bag, perhaps a version of their speed pack?  I asked [redacted] about the speed pack during the move and he said that they had forgotten to put it in the truck and he could not deliver it at that time and we should use plastic bags if we have them.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I am rejecting this response because:The CR Moving Company’s response to the complaint is inaccurate, presumptive and untruthful.  First, the company was not hired to move my daughter, it was both of us, as [redacted] , who came for the survey, was specifically told. Second, I don’t have a husband; and to create one and blame the harassment on imaginary person….is the epitome of untruths. My daughter and I were living in the apartment in Elk Grove.  It can be verified by contacting the leasing office of the Lakepoint apartment complex. [redacted], who came for the survey saw and was aware of the fact.Third, [redacted] surveyed two bedrooms and the two wardrobes, and yet did not have the professional expertise to correctly estimate the number of wardrobe boxes needed, as promised in the contract.  Fourth, moving is stressful and the date of the move is carefully planned.  It is not lightly that one is forced to abandon the move.  The belongings are packed, you are ready to move and when movers come without the promised equipment…like the wardrobes….when the crew does not lay a protective covering on the carpet, as promised and when asked to do so, starts harassing and owner phones and screams and shouts and are continuously threatened of abandoning the move, it becomes a nightmare.  The company said that I canceled the move, I took the crew’s and [redacted]’s threat and said that if you don’t want to continue with the move, then that’s fine by me.  I did not want to be subject to threats, disrespect and shouting, I was paying for the services, it was not a favor.  The company sadly lacks a vital component of service industry…customer service and professional courtesy.Fifth, my daughter who is a physician took two days off for the move.  She lost time and money for those days, when she had to extend because of the incompetence of the company. If the company did not have the expertise to move in adverse weather conditions then they should have advised accordingly, instead of wasting our time, and damaging our furniture…..there is no mention of compensation for the damage and is not addressed by the company. Sixth, the company billed for 3 hours.  I was told that when the crew enters our property, that is the time the clock starts ticking, so to bill for the 1.5 hours of commute time to and from their office…is against the contract and the prevailing practice of the industry.  It proves malafide intention of the company. Lastly, by mentioning a black crew member, the true color of the company is apparent.  Just in the passing, we have as our family member, an African American, the political correct term, if the company has a sense of correctness.  We felt and now are convinced that the behavior of [redacted], [redacted] and [redacted] targeted two women with Asian heritage and deliberately harassed us to intimidate, as they knew we were in a corner with a complete pack out and ready to move. I want the reversal of $480/-charges and compensation for lost time, anguish and agony that we were subjected to and compensation for the damaged furniture.

I am rejecting this response because: CR Moving & Storage accepts zero responsibility for the loss of my property. Unacceptable. The snowboard bag never made it on to the truck from their storage facility. End of story. I was not given any options as to how my personal belongings would be checked off as they came off the truck into my Aptos home. The truck was unloaded and at the end I was handed the invoice to sign. All of my belongings were checked off as if they had been inventoried, which was obviously not the case. I realize this is a case of my word against theirs. The only way to prove negligence on their part is to launch an investigation. "If" they truly have a secure storage facility with cameras, those tapes should be reviewed. Confusing my hand truck for one their own is ridiculous. My hand truck should have been locked up with the rest of my belongings. Where house workers obviously had access to my belongings. If they had access to my hand truck, they had access to all of my belongings, including my snowboard bag. The only way to prove that is to formally investigate & check the tapes. These guys are protecting themselves by hiding behind the paperwork. Companies like this should not be allowed to get away with ripping customers off.

On Exhibit I, there is an arrow pointing out the notation of the three hour minimum.  There is another arrow pointing out the shipper signature agreeing to the moving services.  In response the the clients comments, please review the following:  Please let us know if you have any questions.  1.    I am sorry, in our correspondence, I thought we were moving the just daughter and I was unaware that the mother was moving with her. Our surveys do not indicate the number of people moving nor the names of the individuals.  I was addressing the situation and issues surrounding the move. 2.    According to our driver, there was a male individual on site during the move who made the derogatory comments to our movers.  If this was a friend or relative, we have no way of knowing.  Regardless, the behavior of this individual towards the moving crew was unacceptable.  There were three crew members and each witnessed the interaction of this individual. 3.    The crew had 6 wardrobes and had special “speed packs” as additional storage for the placement of the clothes.  The client was advised of this when she first brought the lack of wardrobes to our attention.  These “speed packs” are often used in the course of moving clothes. 4.    All of our trucks are equipped with floor protectors and the crew are trained to provide these upon request.  They were not requested.  The apartment was on the second floor and protected from the elements.  The truck was situated on a paved parking lot and there was no debris that would have been on the workers shoes. 5.    We always advise our clients during the rainy season; that if it is raining, the move will take longer due to needing to protect the furniture and boxes and also due to slippery conditions.   The client was the one who requested us to stop the move and we complied and moved the items back into the apartment at her request.  If there are damages, the client will need to provide a written request to CR Moving Services that she is filing a claim and detailing the damages and will need to provide clear photos detailing the damaged items.  A copy of the signed and dated bill of lading (Exhibit I) clearly states that there was a 3 hour minimum.  A copy of this document has been attached for review.  We have also attached as Exhibit II, the credit card authorization form signed by the client.         [redacted]

Attached is the correspondence sent to JP Morgan Chase Bank on January 10th, 2017.  I also attached two additional exhibits showing the reversal of the chargeback on 1/12/17 as well as the original dispute chargeback on 12/21/16.As reflected on the letter to Chase on January 10th, 2017:"In...

reference the disputed invoice, we were hired to move the client’s daughter from Elk Grove CA to Pleasanton, CA on 12/15/2016. After the move was started, the customer’s husband began harassing one of the members of the crew, who is black and asking him if he has been out drinking the night before as he felt the crew was not moving fast enough.  The mover, withheld comment and advised that he did not drink.  Soon after that incident, the husband asked another member if he has been out partying the night before, as he felt he was also not moving fast enough. It should be noted that there was heavy rainfall on the morning of December 15, 2017 in Sacramento, CA. and the crew was working in poor weather   conditions. Our office received a call from the customer, [redacted], who complained to me personally that she felt the movers were taking too long.  She was advised that the movers were working in the rain and having to navigate steps since the apartment was on the second floor.  Further, the back of the truck was also slippery and we had to be careful that the crew did not slip and injure themselves.  It was further explained that moves typically take longer in the rain and we had to adhere to safety practices.  She did not like this response and indicated she wanted to cancel the move.  She was advised we would be more than happy to unload what had been loaded into the truck and move it back into the apartment.  She was also advised, that we had performed moving services and she would be billed for moving services for the three hour minimum per the contact terms.  She then yelled obscenities and hung up.  The moving crew complied with her wishes and unloaded the truck.  It should be noted that travel time to and from the customer’s residence is approximately 1.5 hours round trip.  The total time loading and unloading the truck was also 1.5 hours.  Therefore, the customer was only assessed the 3 hour minimum.      Attached as Exhibit I, is the signed and dated Bill of Lading authorizing the 3 hour minimum.  This is located on the form on the left side under hourly rate.  On Exhibit II, is the signed and dated credit card authorization form.  Please note the language under the signature block.           Please call if you have any questions or need further clarification."Within the clients letter are numerous untruths that if you wish I can address individually.  We wanted to get this to you as soon as possible so the complaint can be addressed.  Please advise.    Regards, [redacted]