Moving of America, Inc

Review: [redacted]

[redacted], [redacted]

[redacted], [redacted]

August 14, 2013

Reference: Bill of Lading: 615741

Universe Express Moving Company

I had contacted Universe Express located 626 16th Street, Carlstadt, NJ 07072, at least two weeks prior to my move in July 2013. I had initially told the sales person that our budget was around $900-$950.00 for a move from NYC to NC.

We went over the dimensions of the storage room that the items were being held. I told the salesperson that I would be willing to pay extra in the beginning in case the contents were over more than I had stated. We finally agreed upon an electronically signed estimate of $ 1, 348.00.

I was going to be out of town when they came to pick up the items so I had my son to be at the storage unit just to open, wait until the items were in the truck and close the unit. My son had no signatory rights, or never had any contact whatsoever with Universe Express. However he was told by the movers who also spoke another language that he would have to sign the Bill of Lading and Freight Bill just to indicate that the description of goods were what they had placed on the truck. My son told them if there was any increase that he was not responsible to sign and that he was only signing for the description of the merchandise being shipped.

Within two weeks of the move to NC I had called to get a date for my delivery. They stated that they would give me a window during the following week for delivery. I waited....they never called. I then called them for a delivery for the following week. they also stated a date within a time frame....THEY NEVER CALLED.

I then again called the their week and they stated on a Monday evening that my shipment would be going that night and that I should expect delivery within two days. At the end of the call the dispatch person asked me did I know the balance of what was supposed to be paid. I told him that my balance was approximately $5Desired Settlement: We would like our goods delivered as stated in the original electronically estimate, being that unscrupulous and fraudulent practices were used to extract additional funds without giving us an opportunity to deny services and refuse pickup.

We want our goods delivered without damage or delay. We need our goods to be able to use in our Culinary Library reaching out to people with Hypertension and Diabetes issues.

Business

Response:

The following is our response to Ms. [redacted] /

case number [redacted]:

Ms [redacted] hired Universe Express Inc to relocate her

items from Park [redacted] Storage, [redacted], to

[redacted] (Apt. D) [redacted], [redacted] on July 13, 2013. Ms. [redacted]

ordered moving services to relocate eighty one (81) items with the box packing of her vases.

Regarding cost of move:

Ms. [redacted] spoke with our sales representative and

provided a list of items that she wanted us to move. Our sales representative provided

Ms. [redacted] an estimated price quote based on the information and the list of

items she provided.

In order to verify that information, an email was sent

to Ms. [redacted] to be reviewed which

included the following: her name, pick-up and delivery address, the terms and

conditions of the move, and the inventory list (the items that she was planning

of moving). Ms. [redacted] signed electronically, confirming that all of the

information in her moving estimate was accurate.

Ms. [redacted] placed a prepayment as required to secure

her move date, truck and crew.

Ms. [redacted] authorized her son [redacted] to act

on her behalf and to represent her at the time of pick-up by provide us his

name and phone number to contact him regarding her move.

On the move day, Mr. [redacted] was the authorized

representative to make any decisions regarding Ms. [redacted] move.

On the day of the move, Universe Express Inc movers picked

up 245 items to be moved to **.

Although Mr. [redacted] was the authorized

representative for Ms. [redacted]’s move, Universe Express movers informed him at

the time of pick-up about the increased number of items and the increase of

cost. The movers were instructed to continue the move.

Ms. [redacted] was not correct when she provided us the

list of 81 items that need to be moved, and in doing so, her estimate was

incorrect. Had her information been accurate the moving estimate would have

been accurate.

Regarding delivery schedule:

As a standard procedure, before we dispatch our trucks

to any delivery including Ms. [redacted]’s to **, she received a phone call from

our dispatch department and confirmed the day she will receive delivery

of her items.

On the next day, when our truck was in **, our driver

called to confirm the time of delivery, Ms. [redacted] stated that she cannot

receive her items.

With regards to delivery, Ms. [redacted] was informed that

delivery can take place anywhere from 1- 21 business days from the first

available date, and she would receive a call from dispatch department and from

the driver prior to delivery. This procedure was followed and we have all records

.

Per

the terms and conditions of the contract, should Ms. [redacted] not accept

delivery, she would be held responsible for additional expenses associated, as

follows:

Un-loading items to storage

Storage

Re-loading items back to truck

Re-delivery of items

Ms. [redacted] was dishonest with Universe Express Inc.

from the moment that she informed our sales representative of her inventory

list and she continues to be dishonest now. Universe Express Inc. provided Ms.

[redacted] with the services she requested.

Ms. [redacted] was well informed of the charges of the

additional items she added and the additional charges if she chose not to

accept her delivery.

Universe Express Inc. stayed true to the terms and

conditions of the contract with Ms. [redacted].

Included documentation:

·

Moving Estimate

·

Bill of Lading

·

Bill of Lading Addendum

·

Packing Material List

·

Inventory Sheet (5)

·

Email- Additional Charges if Items go to

Storage

·

Ms. [redacted] Letter refusing Delivery

This claim should be removed since Ms. [redacted] was

untruthful and negligent.

?T?c??

Consumer

Response:

I am rejecting the company's response to my complaint based upon the following items. 1. Universe Express has never received any correspondence or any written authorization from myself that would indicate that my son was an authorized signatory for my household goods. I had on more than one occasion stated to Mr. [redacted] that my son would only be there to open and close the storage units. At that time we were never informed that anyone would have to sign any additional documents. 2. Universe Express does not have in their possessions any documents that indicate additional dates of transporting my goods except for the one change that I had agreed upon. There was no other changes or documents that were made. They had two NO SHOWS. 3. The movers relayed to my son that he was signing for the goods that were picked up. They never informed him that he was signing for any additional revenues. In addition the mover had difficulties with the English language and was incompetence to in reading any contract or even adding up any sums of monies. If you look at the contract many items were crossed out, miscalculated, and unreadable. his contract was sent to me by Universe Express after they finally informed me of the increased funds for the moving, one day before the delivery. 4. After they held my items hostage I inquired about the placement of my items . I inquired where they would be placed, how much were the fees, how long before auction. Universe Express blatant refused to give me this information, They stated that I should read the contract, of which is unreadable the document that was sent to me, and that if I wanted any additional information I should call the Revdex.com in New Jersey.This was totally an unacceptable reply and unlawful under the DOT rules and regulations Transportation of Household goods inn Interstate Commerce Consumer Protection Regulations, 49 CFR Part 375. 5. As of this date Universe Express has blatantly refused to give me any information about the whereabouts of my goods, they refuse to give me any information on any incurring fees, storage auction, and the possibility of the any date to sell at auction my goods. 6. Universe express had repeatedly used deceptive practices in the following areas.7. Utilize switch and bait in amounts owed after electronically signed estimate8. Utilized representatives that have no clear knowledge of the English language to use them to fill out important legal documents.9. To blatant refuse to inform me of the status of my household goods.10. To send me a contract that has been repeatedly crossed out items and also items that were not even filled out.11. To state that the Revdex.com should be the contact person to inquire about the whereabouts of my household goods.123. Universe Express is presently holding my items hostage which against the US 49 CFR 366.4 which states that 'holding an household goods shipment hostage is punishable by a minimum civil penalty of $10,000.00 per violation.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

Review: There are so many I don't know where to start. They broke my arm more for my bedroom and told me to go by the pieces to fix it. The couch they complained it would not fit in the elevator, was told to oh upstairs did not. Number three took my entertainment center!! Number for left my bookcase in my house number five, left my hutch and dining room table in the center of the living room I am 5 foot tall I could not move this! For all of the boxes that were garbage and left all things I wanted to be packed at my house! They broke every piece of my Mikasa China. My blue every day glasses are shattered, my grandmother's Christmas serving tray shattered, my jewelry from being in the wedding party, gone! All of my wine goblets gone. They did not pack everything. They put five boxes on top of one another I am 5 foot tall. I left my house like a bomb and the cleaning person and the get junk people said it was something they've never seen before. I have no idea what the heck they did all day, I was keeping my cat in another room when I went upstairs he was in my bedroom for hours and hours doing God knows what!! He stole my twin mattress! I was selling that! The one man Rahim took the stereo system that I was throwing out asked about the mattress and I said to them no keep it there Lisa told me they will beat any price 90% guarantee! When I called to tell her any issues she quickly said an insult to me about my child. So I said how would you like if I did that to you. Very unprofessional very rude ..would always want everything in writing never would take phone calls except when her supervisor was there when they knew I was mad. Her answer was they are handing it to the legal department. Not even trying at all to talk to me or make a settlement. The 22-year-old foreman Joey made me fill out a form of if they were good or bad right in front of him I said I don't want to fill this out until after I pack and look at everything. I felt very intimidated!! A lot more to say! No roomDesired Settlement: I want a total refund due to the stress anxiety, unprofessionalism and her rudeness of this company along of course with the many many complaints of this suppose it move.! Building made me aware they have surveillance on their truck if need be to see what they kept and what not. $2300 is absolutely ridiculous New Jersey to New Jersey I got here in an hour and 10 minutes it took them almost 2 1/2 hours. He blamed traffic. The other guy slipped and told me they went to eat. They also try to charge again on my mother's credit card from a place in Boston. My outcome is money back or at least over $1200 back for sure! This is been so stressful on me, my blood pressure is way high and I really think I'm going to go to the doctors because I've not felt right since dealing with these horrible people I say horrible because of how they are treating and dismissing me. Money back! Please help me

Referred by my friend and was hesitate due to higher price quote compare to other movers but the move day that we needed was not available so had to use Moving of America services... which turn to be an excellent move!!!

I can't describe how professional and curtesy the movers where. All our items moved safety and quickly, price remain exactly as quoted and the team of movers where nice and polite.

I highly recommend this company.

This is a very good company. I moved from New Jersey to New York and the movers that came to my home were on time and they handled all my belongings with such great care. The customer service was outstanding and they gave me a good deal on the move.

Review: Said company did not deliver my computer desk in it entirety and sent a claim form stating they would reimburse me $63 for the loss. If I signed said agreement it would be binding. They also stated that I had not purchased insurance therefore $63 was the price that would be given. In addition they told me they found a box of my items in their storage and they would send it out via fed-ex. The agreement was signed on 7/22/13 and the box was supposed to be shipped out on 7/26/13. On 7/30 Universe sends me a $43 check stating that $20 was subtracted because of a deductible and my box I still have not received. I need to be able to replace my desk and $43 is not the price that was stated in the original agreement

ADDITIONAL INFORMATION 8/8/13:

Universe Express moved me from NY to VA and charged me over $1500. They picked up my merchandise on 7/8/13 and delivered it to Virginia on 7/18/13. The movers broke my computer desk and mistakenly left on of my boxes in their storage facility by mistake. On 7/26 [redacted] agreed the company was at fault and sent me a claim form to fill out. It stated that I would get $63.00 LESS A DEDUCTIBLE. I DID NOT PURCHASE THE ADDITIONAL INSURANCE BECAUSE IT WAS OPTIONAL. [redacted] further told me that she would send the box via Fed EX. Around 7/28/13 I receive a check for $43.00 and I still did not receive my box. I spoke with [redacted] from Accounting and she told me that she is sending the ADDITIONAL $20 because they felt that I was a valued customer. Today on 8/8/13 I speak with [redacted] regarding my box and the additional $20 and she told me "we are putting you account on hold because of the Revdex.com complaint". I asked her was that "legal" that a company can hold on to property that should have been delivered of mine on 7/18? she responded "well you should have never complained and if you tell again we will still continue to hold your things" This is absurd and someone within this organization should really look into this behavior. I have past emails with PROOF of what [redacted] and [redacted] said. I want my items sent to me and I want the additional $20 to purchase another computer desk.Desired Settlement: I would like my box with my items shipped to me and I would like the $20 as stated in the claim form

ADDITIONAL INFORMATION 8/8/13:

I wish to have my items sent to me via Federal Express and I wish to have the remaining $20 that was agreed to be sent to me totally $63.00 so I may get another computer desk. They are crooks and someone should really care enough to help consumers like me. It was very costly to move from New York to Virginia and I trusted Universe Express that they would keep their work and do as they promised and they have not. In fact they appear to be "punishing" me because I complained and therefore I put in another complaint and will continue to do so until my items are returned and the $20 is refunded.

Desired Settlement: Refund

Business

Response:

To whom it may concern:

This letter is in response to Case Number [redacted]:

Ms. [redacted] hired Universe Express Inc to relocate her items from 2[redacted]

On the day of pick-up our foreman made an inventory list that Ms. [redacted] signed which detailed

all of the items that were to be relocated to VA. On the day of delivery Ms.

[redacted] signed the same inventory sheet confirming all of her items have been

delivered.

After the delivery took place Ms. [redacted] called our driver [redacted] and stated the top of

her desk was missing.

Ms. [redacted] is now claiming a box is missing to which contradicts her statement of receiving

all items of listed inventory in which was signed by Ms. [redacted] at delivery.

Ms. [redacted] was emailed a claim form for the desk to be processed by the standard liability of

$0.60 per pound per article as no additional insurance was purchased. . The

claim was processed and the settlement form was sent to Ms. [redacted] directly. The

claim clearly states that the settlement is for $63.00, less the minimum

deductible. Ms. [redacted] stated that this information was not in the Claim

Settlement Form. However, it is in writing and part of the terms and conditions

of the settlement.

In conclusion to the claim, our warehouse manager did find the missing top piece of the desk

and it has been sent to Ms. [redacted] via FedEx, please find the Receipt and

Tracking Number Attached.

This claim should be closed as resolved.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

[redacted] specifically called me and told me a box was in her warehouse. Yes I "thought" all my items were there because on the day of receiving the items one must unpack first before they can truly see if the inventory matches. I took pictures of my computer desk showing a burden of proof that they had NOT delivered the top portion of my desk with the screws.

I notified [redacted], spoke with [redacted] and [redacted] and several other members of the Universe express practically begging them to please send my items. To date, they have not sent me the top portion of my desk WITH THE SCREWS nor have they furnished me with the fedex tracking number. Therefore the case is unresolved.

Regards,

Business

Response:

In response to Ms. [redacted]'s rejection notification, Universe Express Inc., kept it's word and shipped Ms. [redacted]'s item via FedEx.

Attached please find the delivery confirmation from FedEx directly.

This case needs to be closed as resolved as Ms. [redacted] has received all of her items.

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], and find that this resolution is satisfactory to me.

Regards,

Review: PICKUP: The beginning of my experience with Universe Express wasn't a bad one. I spoke to the company via email because I was still in Afghanistan when I planned the move. They were very professional and helpful. The trouble began at the pickup of my things at a storage facility in NJ. My storage wasn't open and accessible until about 10 AM, which is what I told them from the beginning. I was staying with my parents after returning from Afghanistan, and this was about 6 hours from the storage facility, so I had to make a special trip out there to sign paperwork and supervise the pickup. The movers called me the day before my pickup and said they would be there at 9 because someone didn't relay the message my storage didn't open until 10. So when the movers were an hour late, I called them and they said they would pick up my things tomorrow. After about an hour of convincing them I needed them to come that day, they decided to show up four hours late and load my things anyway. DROPOFF- The dropoff of my things was the real issue here. Where to begin. Almost all of my things were broken. The headboard of my bed isn't repairable. They shipped my fridge halfway across the country, upside down, so of course it doesn't work. Instead of unscrewing my tv stand they just pulled it apart, I guess that was easier for them, it is also not repairable. I'm missing five couch cushions and all of the pillows that go with my couch. So now I also have to replace my couch. I'm missing three of four boxes with clothes, cups and plates for the kitchen. One of the last few things they brought up was another bed THAT WASN'T MINE. I told the driver that the bed didn't belong to me and he then tried to convince me it was, saying "maybe I forgot about it". I don't think so. The movers were very helpful, however the truck-driver was unprofessional. He yelled at the movers; told them company policy said he couldn't let them use the dolly inside the truck. Really? This isn't even half of it.Desired Settlement: The only thing that will prevent me from going to my lawyer about the unprofessionalism and the carelessness of this company is my money back! Most of my things are broken, and they were rude. It will cost me more than the amount the move cost to replace the things this company threw around ON PURPOSE. I know there will be other complaints as well, since I have someone else's' bed in my possession, because they wouldn't remove it from my property. I'm very frustrated with this company and I'm wondering if legal counsel is my best option here. I hope no one else makes the mistake of using this company in the future.

Business

Response:

In response to Case Number [redacted]

Ms. [redacted] hired Universe Express Inc to relocate her items from [redacted]

[redacted] to [redacted]

[redacted] on August 3, 2013.

Pick-up Time:

All customers request a time of arrival so we do our very best to meet all requests, however,

not all are able to be met, so we ask that all customers keep the complete move

day open and we update the customers that the driver will call 20-30 minutes

prior to arriving.

Ms. [redacted] requested that her items be moved in the AM and she was also informed that this

will not be possible and that the crew would arrive early afternoon.

After the pick-up was completed, Ms. [redacted] emailed her sales representative that the move

went well and she had no issues and all went as planned.

Delivery:

Ms. [redacted]’s items were picked up from her storage facility, where the items have been

stored for an unknown amount of time. Universe Express Inc did not move her

items into that storage facility and the condition of the items were unknown to

Universe Express Inc.

Claim Procedure:

Once delivery took place Ms. [redacted] never called Universe Express Inc to make a complaint

about any damaged or broken items. Ms. [redacted] states that a mattress that did

not belong to her was delivered to her home. All items are inventory tagged and

cross checked with the actual inventory sheet so only items that belong to Ms.

[redacted] were delivered. If Ms. [redacted] had an additional item it would be loaded

back to the truck and delivered to the appropriate customer.

The correct claim process was for Ms. [redacted] to contact Universe Express Inc and inform us of

the damaged items and a claim form would have been sent to her. The claim would

be processed at the $0.60 per pound per article (if found correct) since

additional insurance was not purchased.

Had Universe Express Inc been informed of this issue it could have been resolved directly a

long time ago, however Ms. [redacted] did not inform us of any issues.

Please remove this complaint it from our record as Ms.

[redacted] did not allow us the opportunity to resolve this matter prior to going to

the Revdex.com, and request her to contact us directly.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I will start from the beginning of the business response.

Pick-up time; the business called me the day before to tell me they would be there on 3 August at 0900. I told THEM this wouldn't be possible because my storage wasn't open until 10 (this was something I had already communicated to them MONTHS prior). They finally said they would be there at 1000. I didn't speak to the driver until they were at my storage around 11:30 AM, there was NO phone call. I spoke the the Universe Express office on the phone because I had no idea where the driver was, but again, there was no phone call from the driver.

Delivery: I watched Universe Express pack my things, I also watched them pack a tv stand the way it was, except when I got it, it had my ripped apart without any tools and the screws had mostly been lost.

Claims procedure: I have emailed multiple times, and left voice messages with this company, since no one ever seems to answer the phone. I still haven't received any calls back. I have attempted to make a complaint the right way, however no one will contact me.

Universe Express says "Ms. [redacted] states that a mattress that did

not belong to her was delivered to her home. All items are inventory tagged and

cross checked with the actual inventory sheet so only items that belong to Ms.

[redacted] were delivered. If Ms. [redacted] had an additional item it would be loaded

back to the truck and delivered to the appropriate customer."

So you're telling me that I'm trying to give back something that didn't belong to me? I informed the rude driver that the mattress AND bed frame didn't belong to me, and he told me I "probably forgot". I told him that I didn't want someone elses things, and that another customer would be out a mattress. He said he wouldn't remove it because it was mine. Why would it make sense for me to tell the mover to take something that belonged to me. I must be lying? I was nothing but polite with this company, and had nothing but bad service from pick-up to delivery. Thanks a lot.

I really hope Revdex.com keeps this complaint on Universe Express' record. I really hope another Veteran returning home doesn't decide to use this company to travel cross country.

Regards,

Business

Response:

In response to the rejection notification from [redacted] case number [redacted]:

Arrival Time:

Again, Universe Express Inc does its best to meet all customers

time request, however we are unable to meet all request and inform all

customers to keep the move day open as our drivers will call 20-30 minutes prior

to arrival.

Delivery/Claims:

Not all items need to be disassembled to be shipped safely.

Dis assembly is provided as needed for each individual piece of furniture.

If the TV stand was damaged the correct processes is to file a claim. Up to

today, September 23, 2013 Ms. [redacted] did not file any claim via telephone or

email. Ms. [redacted] can email [redacted]

Additional Items:

Included please find the original inventory list that Ms. [redacted]

proved our sales representative [redacted], it clearly states the customer has

both a full mattress and a queen mattress to be relocated. Universe

Express Inc delivered Ms. [redacted] items that were only her items, no additional

items were left at Ms. [redacted]’ home.

Attached documentation:

Signed Estimate- Stating two mattress’ to be relocated

Universe Express Inc. would like to resolve this matter with Ms.

[redacted], however proper protocol must be followed.

Review: We hired Universe Express for a move on September 26th, to start between 8:00am and 9:00am within ManhattanThe movers arrived at 12pm (3-hours later than the agreed time)While we were waiting for the truck, we called the company several times to inquiry about the reason that it was taking so longEvery time, they told us the truck was stuck in traffic
When talking to the people that came to do the move, they told us they were delayed because Universe Express were overbooked and they did not have a truck available for the move, reason why they rented a truck which was not available until 11amWe did notice the truck was rented (Penske) so we believe the movers were telling the truth
Because they arrived late and we were moving into a Condo where we had to comply with tight timelines, we could not finish the move (we had only until 5pm)The movers had to leave boxes in the basement of the building that my husband and I had to move by ourselves during the night
When contracting Universe Express services, we had been very clear to them about the rules that the Condo building had and they didn't take this seriouslyBecause they disregard this information, they did not provide us the complete service we hired them to do (not to mention that some of our furniture was also dented and some things were broken during the move).Desired Settlement: It took us over hours to finish moving our boxes from the basement during the night, outside pick hoursWe contacted Universe Express to ask for a refund, plus a compensation for the unfinished service, and they offered only $They charge 108/hour and we strongly believe we are entitled to receive the hours we had to work plus at least hour as a compensation for bad service, therefore, we expect a refund of $The service cost us $+ $in tips for the movers
Business
Response:
In response to case number [redacted]:
We want to address Mrs[redacted]’s slanderous comments and complaint against Universe Express Inc
Mrs[redacted] hired Universe Express Inc to relocate her items from [redacted]
On the morning of Mrs[redacted]’s move the truck scheduled for her move had a mechanical issue; the
truck engine would not startImmediately our dispatch department called Mrs
[redacted] to inform her that the truck would be delayed and that our mechanic
was already working on the truck and trying to resolve the issueThis is
an unforeseen and unexpected situation, and is not in our controlWe
immediately informed Mrs[redacted] about the issue and would keep her updated
on the status of the truck and the time of her move
After about an hour when the mechanic was unable to repair the engine he informed our dispatch
department that the issue was unable to be fixed onsite and the truck needed to
be towed to the shop for repair
Immediately we called Mrs[redacted] and gave her two options for her move: 1) the first option is to
reschedule the move to another date due to her request for an AM move, 2) the
second option being we can rent a truck at our expense and perform the moveAt
this time Mrs[redacted] stated she needed the move to complete on the scheduled
date so we rented a truck from Penske, and completed the move on the required
dayThe Penske truck rental was rented as soon as possible and our crew was
dispatched to Mrs[redacted]’ home to complete her relocation services
Universe Express Inc was never informed by Mrs[redacted] of any time restraints on the day of her move
Again, we did give her the option to change her move date to which she
declinedHad we been informed of the time restrictions we would have let Mrs
[redacted] know that the move would not have been able to be completed in the
time frame required by the building, thus avoiding the building requiring our
team to stop working at 5pm
Mechanical issues are unforeseen issues and we have to handle them as they happen and we kept Mrs
[redacted] updated and gave her additional options to help her in completing her
moveWe were uninformed of this information and we did provide Mrs[redacted]
the highest level of customer service within the building strict time
requirements
Mrs[redacted] informed our movers that the boxes had to be left in the basement and they would finish
moving the boxes themselves in the late eveningThe priority set by Mrs
[redacted] was to have all of the large and heavy furniture moved to her new home
first, as the boxes would be easier for her and her husband to moveFollowing
her request our movers made sure to get all of the large and heavy items in to
Mrs[redacted]’ home and assembled prior to the pm restriction
Regarding damaged items we have no record of any damaged during the move and Mrs[redacted] did not submit
any claim with our companyHad we been informed about any damaged items Mrs
[redacted] would have been emailed a claim procedure form and once all required
documentation was received a claim would be processed for her by our claims
departmentI have included a claim form for Mrs[redacted] to process a claim
following the correct protocol
Mrs[redacted] did mention the tip she had given to the crew membersAll tips are given by choice of the
customerTips are not requested or mandatory as our crews get paid by usIf
Mrs[redacted] chose to give our movers gratuity, we believe she was happy with
the moving services we provided to her, therefore we believe that the complaint
is ludicrous
Included for your review please find the following documentation:
Signed Order for Service
Signed Bill of Lading Addendum
Signed Moving Estimate
Claim Procedure Form
In closing, although the mechanical problem was not in our control, is out of our control and an
unforeseen issue that we are unable to predict we offered Mrs[redacted]
compensation as a company courtesy, however, she declined to accept the
compensation
Consumer
Response:
I am rejecting this response because:
It's a lie they told us about mechanical problemsThe afternoon before the move they called us saying that due to heavy transit in Manhattan they wanted to change the move dateThe UN meeting was taking place in the CityWe refused because we did not have an option so they confirmed the move for Thursday the 26th
It's also a lie we knew about the delayOn the day of the move (Thursday the 26th), they called us in the morning saying the truck was in transit, which was not true, since this call took place around 9:30amWe called again around 10:30am and they said they were going to check the status and never returned our callWe only heard from them after 11:30am, when the driver called to confirm the addressAlso the movers told us they were overbookedWe never agreed in starting the move later - the actual documentation provided by Universe Express identify the timing as between 8:00am and 9:00amThis was the agreed since the start and based on that we made the $deposit
As for the damaged goods, we did complain, they even sent us the complain form for the insuranceHowever, given the dispute, we have not sent it yetSee attached the email from Universe Express with the form
The tip was not a recognition of a good service, but a business practice common in ManhattanAlso we did recognize the effort of the movers in trying to fix the bad service provided by their employers
And finally, as we mentioned in our original claim, Universe Express offered to compensate us with an amount of 74USD (originally the offered USD50+, but we rejected it and they then offered $74) which we believe is not enough given that they did not delivered the service they sold us

Review: I hired this moving company to pickup my items in New Jersey, store them for 1 month, then deliver them to Oak Park, IL on June 30th. They finally delivered them on the 4th of July with 11 items missing:

Black twin Casey trundle bed ($1059 on Hayneedle.com)

Twin Woodcrest Sleep mattress ($169.99 on Hayneedle.com)

Hand truck ($219.95 on TrucksRUS.com)

Potted Baby Spruce Christmas tree ($199 at Balsamhill.com)

Pillows (4) ($9.99 each at Bed Bath & Beyond)

King size Calvin Klein Briar King Comforter ($319.99 at Macy’s)

King Shams Calvin Klein Briar King ($129.99 at Macy’s)

King Coverlet Calvin Klein Briar King ($199.99 at Macy’s)

2ftx4ft plywood

Large green Tupperware marked “Tools”

Dumbbell weights – 3lbs, 8lbs, 10lbs

Additionally, 6 items were damaged beyond repair:

Eddie Bauer wood High Chair ($129.99 at Target)

Wine glasses (3) ($4.95 each at Crate & Barrel)

Staccato Low Bowls (4) ($12.95 each at Crate & Barrel)

Staccato Coffee mugs (2) ($9.95 each at Crate & Barrel)

Glass lid to 5qt Jumbo Saute Pan ($59.95 at Crate Barrel)

It has been over 4 months and they still haven't delivered my missing items or reimbursed me. They are refusing to give me my stuff back (when I paid cash upon delivery on July 4th). They have stolen my stuff.Desired Settlement: Universe Express needs to deliver my items or pay to replace them (totaling $2,600).

Business

Response:

In response to Case Number [redacted] Ms. [redacted]:

Universe Express Inc would like to respond to Ms. [redacted]’s

slanderous and defamatory comments she made against our company.

Ms. [redacted] hired us to relocate her items from [redacted]

Avenue Basement Apartment [redacted] to [redacted]

Apartment [redacted]

Ms. [redacted] spoke with our sales executive Rachael on

multiple occasions prior to reserving the move and they discussed the inventory

to be relocated also any additional services offered and the delivery schedule

for a move to the Mid-West.

Ms. [redacted] was emailed her moving quote on several occasions

which clearly specifies the delivery schedule. Once, Ms. [redacted] reserved

the move, she was also sent a moving confirmation which also contained the

delivery schedule, Ms. [redacted] signed electronically agreeing to the terms

and conditions.

Ms. [redacted] also physically signed this document on the day

of her move.

In addition on the day of the move Ms. [redacted] was required

to fill out a delivery form, which also states the delivery schedule for the

Mid-West

Below please find our delivery policy:

“We will do everything in our power to deliver your items on the

first available date per your request. The delivery schedule is as follow: for

East-Coast destinations between 1-10 business days, for Mid-West destinations

between 1-14 business days, and for West-Coast destinations between 1-21

business days. Schedule begins from the earliest date you can receive your

items.”

We delivered Ms. [redacted]’s items within the delivery terms

and conditions agreed to.

Upon receiving Ms. [redacted] information about missing items we

emailed a claim form and we informed her that we would do a search for the

items and if found we would ship them to her immediately.

Ms. [redacted] did not purchase additional insurance and any

claim would be processed by the included for free Basic Valuation Coverage of

$0.60 per pound per article. Ms. [redacted] was also informed that the items

that are being stated as missing were not part of her initial inventory sheet

that both she and the driver signed at the time of pick-up and again at the

time of delivery. Clearly the items were not picked up by us.

Our claims department processes a claim at the $0.60 per pound

per article. As a company courtesy we include all missing items even though the

items were not on the list to make sure that Ms. [redacted] was a satisfied

customer. Her claim was processed and sent to Ms. [redacted].

Regarding stolen goods, this is the most slanderous of all

statements made by Ms. [redacted]. We did not steal any of Ms. [redacted]’s

items since the items were not picked up by us and as stated above were not

detailed on the inventory list. Ms. [redacted]’s statement is false and

outrageous.

The missing items that were found are a bed frame and a small

cabinet and were shipped via FedEx to make sure Ms. [redacted] received them as

soon as possible. The shipping receipt detailed the items were shipped and

delivered.

In closing we did all we could to help Ms. [redacted] with her

claim even processing items we did not pick-up to make her a satisfied customer

and with no avail. Ms. [redacted] is trying to simply hinder and chastise our

company.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The bed, mattress, and many other items were not delivered. The only items they delivered since the initial move in were a hutch and one missing box. They may want to call this a bed, but it is not. I did not slander the company. I told the truth. They picked up my items, stored them, then refused to deliver all of them. If they don't still have my items, then they delivered them to the wrong customer (which is highly possible as the movers tried to deliver a sofa to me, which I honestly admitted wasn't mine and they realized it should have gone to the previous drop off in Ohio). The end result is the same for me either way, I lost many items (including furniture) and I will never get them back.

Regards,

Business

Response:

Universe Express Inc would like to respond to Ms. [redacted]’s

rejection to our response Case Number [redacted].

Ms. [redacted] will never be satisfied with anything that we do

to help in assisting her in resolving her claim even though we did go above and

beyond to make her a satisfied customer.

Ms. [redacted] continues to make false accusations

against Universe Express the fact is she signed the claim

settlement form, received her payment for her claim and cashed her check and

legally entered into a binding agreement. Ms. [redacted] is trying to gain

additional money from our company by using the Revdex.com.

Universe Express NEVER refused to delivery Ms. [redacted]’s

items, we delivered her items none of her items were delivered to another

customer as she is claiming. When Ms. [redacted] received her items she

notated missing items on the inventory sheet. Upon receiving Ms. [redacted]

information about the missing items we emailed a claim form and a claim was

processed based upon the terms and conditions of her contract.

Ms. [redacted] did not purchase additional insurance and any

claim would be processed by the included for free Basic Valuation Coverage of

$0.60 per pound per article.

Ms. [redacted] also stated that she is missing additional items,

however these items are not included in the inventory sheet signed by her and

were not part of her initial inventory sheet that both she and the driver

signed at the time of pick-up and again at the time of delivery. Clearly the

items were not picked up by us otherwise they would be written on the inventory

sheets.

Our claims department processed her claim based on the $0.60 per

pound per article.

Two of the missing items Ms. [redacted] informed our driver of

were found and sent to her via FedEx

Moreover, as a company courtesy we included all of the missing

items claimed by Ms. [redacted] in her compensation even though the items were

not on the physical inventory list made on the day of pick-up by our foreman

and signed by Ms. [redacted] as stated above twice.

We over compensated her in trying to make her a satisfied

customer.

Universe Express did not steal any of Ms. [redacted]’s items.

In closing we did all we could to help Ms. [redacted] with her

claim even going so far as processing items that were not picked-up to make her

a satisfied customer to no avail. Ms. [redacted] will never be satisfied as we have already went above and beyond and

she is still unsatisfied.

I was so glad to escape from my old dodgy apartment and Moving of America made my move that much sweeter. They took such great care of all my belongings. They showed up on time to begin with on such a short notice. They packed everything skillfully and then loaded them to the van. The whole thing took just over an hour to complete. I couldn’t run away any sooner for my new house and it’s like the movers really couldn’t either. The delivery was made on time and all my belongings were safe inside the van. Thanks a lot guys!

Review: Universe Express (the "Company") first failed to send a moving truck that was big enough to complete the job. Many items had to be left behind and also had to be packed in my and my wifes individual vehicles. The move was also understaffed as was mentioned by each of the three movers that was sent by the Company. As per the contract, a flat fee move was agreed upon. All costs (fuel and tolls) as well as additional pickups and deliveries were to be included at no additional cost and were to be made until the move was complete. The movers had stated that they called "[redacted]" to get two more men and a truck sent back to the house to pick up the remaining items. A family member waited at the house for over two hours and no one arrived. The request was made numerous times for an additional trip to the house to pick up the remaining items. Upon payment of the contracted price (which was required or the movers refused to unload the truck), the movers refused to make the additional trip after it was discovered that either they or "[redacted]" failed to secure additional movers/trucks to pick up the items. In breach of the terms of the Company's contract with us, one of the movers, [redacted], collected $110 in additional "fuel charges". Upon discovery and questioning, Mr. [redacted] stated that he misplaced the money and couldn't return it and that the matter had to be taken up with the Company. The manager of the Company notified my attorney that the movers reported back on their report that additional pickup and deliveries were declined by us, contrary to what we had explicitly asked for. Calls were also placed to the sales agent, [redacted], who did not answer or return any of the calls and despite having message left for her regarding the complications we were facing during the move, denies receiving any such calls. The Company breached their contract with us and failed to perform the duties they were paid in full to perform.Desired Settlement: We are seeking a total refund of the $1250 flat fee (which was paid in full in cash) for the Company's breach of contract and for failing to complete the contracted for job as well as a refund of the $110 "fuel charge" that was collected in breach of the express terms of our contract by the Company and it's agent, Mr. [redacted].

Business

Response:

In response to case number [redacted]:

Mr. [redacted] requested that Universe Express Inc. do an in-home

estimate for his move from [redacted]

On June 17, 2013 our visual estimator [redacted] went to Mr. [redacted]’s

home and met with his wife [redacted]. Mrs. [redacted] informed our estimator that

she was not taking all of the items from her home, she was only taking the

large furniture this move, and wanted to schedule a second move for all of the

boxes, as she is pregnant and would not be able to finish all of the packing of

her items.

Our estimator [redacted] gave Mrs. [redacted] an estimate based only on the

items that she requested to be moved during the first move. (Estimate Attached)

On the day of the move, Mrs. [redacted] decided that she wanted to

move all of her items which would ultimately change the size of her move and

the price of the move as additional items take additional time and additional

space, and the original quote was based on a certain numbers of items.

The customer, Mrs. [redacted] originally had a quote for 716 cubic feet;

however, on the day of the move the customer had a total of 1,500 cubic feet

(full truck). On Mrs. [redacted] move our crew used a rental 24’ truck from Budget

which clearly fits up to 1,536 cubic feet. A second trip or truck would

be needed to complete the move.

The customer was notified that we would try to dispatch a second

crew to pick-up the items in order not to delay the first delivery, however it

was not a guarantee.

Once our crew was almost complete with the first delivery Mrs.

[redacted] was informed that same crew would need to finish picking up the items.

Mrs. [redacted] refused to have our crew return and pick up the remaining items.

Also, while our crew was trying to finish the delivery the

customer and other family members that were onsite blocked our truck with their

cars and refused to move them, holding our driver and crew hostage.

The customer also stole the move contract and refused to give it

back to our Forman.

In regards to the Fuel Surcharge, it clearly states in the Order

for Service (attached) that a FSC May Apply, a FSC applies when the diesel

price is over $3.31 per gallon. One the day of the move the diesel price was

$3.59 per gallon, the customer is responsible for the 8.8% difference.

If the cost of diesel was $3.31 or less no FSC would have been

applied.

No refund will be given to the Mr. [redacted] as he and his wife broke

the terms and conditions of the contract when they requested additional items

to be relocated.

Review: On January 29, 2014 Universe Express was hired to move property from NYC to New Port Richey Florida. ([redacted]) unfortunately the property arrived to Florida in February with numerous items destroyed and a few items were missing. [redacted], Customer Representative Manager, was notified immediately by the driver and myself of the damages and missing property. Items that we carefully boxed by us along with the items they boxed were damaged. Every box had damaged items. They were completely negligent and careless in this move. As of July 8, 2014 the missing property has not been located nor have they responded to my complaint . They caused hundreds of dollars in damages and offered to settle by giving us 99.00 dollars. When I said that that was unacceptable They stopped communicating with me. I have over 21 pictures of the property they damaged along with the cost of the items. I did provide all this to the company.Desired Settlement: For the property to be replaced or paid for

Business

Response:

The customer did not purchased additional insurance but chose the FREE basic valuation coverage of 0.60 per pound per article. Our claims department processed his claim (attached) based on these terms and sent it to the customer. The customer need to sign the claim form and to send it to us, upon receiving it we will issue payment.

Consumer

Response:

I am rejecting this response because: When I signed this paperwork I was told by the supervisor that picked up the delivery that this was free insurance that was provided by the company that I could purchase more but it wasn't necessary. I had over 2,500.00 dollars worth of losses done to my property and the company is offering to give me less than 100. dollars. They damaged a chest that cost 450.00 dollars and they are saying because it was made of pressed wood, it's excluded, but they failed to take into account that they not only damaged the wood but they broke all the glass shelves and glass doors which they wrapped. They excluded everything we carefully wrapped and they broke. We had to wrap these items ourselves because they were religious items and our religion doesn't allow others to touch these items. We were assured by the sales person that they use the utmost care in handling the property that they are trusted with. Almost every box which, they boxed or we boxed had damages and they lost several boxes and suit cases. They also delivered property that belonged to another person. all of this is an indication that the company was grossly negligent. This should be handled as a company making right for their gross negligence and not an insurance claim for a lost box or one or two items broken.

Business

Response:

We understand the customer concerns, however he did not purchased full coverage insurance, therefore he entitle to compensation of $0.60 per pound per article, exuding pressed wood items.

Moreover, many of the items where packed by him as he stated which we have no control of how they been packed OR what is the content in these boxes. the customer can state any value to any content of box, however, these boxes where packed by him, therefore we cannot be held responsible for them.

The entire cost of the move was 1,472 which, based on the cost this move was very small compare to the extensive damage the customer complaint about.

Moreover, he post deceiving online review https://www.google.com/#q=bergen+moving+company&lrd=lrd "I made a complaint with the Revdex.com but the company have nothing to fear because the already have a F rating with them"

This information is fault and misleading and made to hurt our company.

We apologizing for any inconvenience and, as company complimentary willing to compensate the customer $250 to resolve his complaint.

Review: Things started ok, good packing at original address with these movers, then went downhill from there. My delivery date was put off twice and I had to live 10 days beyond the original delivery date (and my move-in date)in my new place with NOTHING -furniture, utensil, dishes, clothes, towels, etc, etc.!Now, the worst part. The delivery truck shows up at 5:00 p.m. with guys who had no, or very little, moving experience. They seemed to have been daily, "manpower-hire me for the day" workers. They carried in boxes upside down, dropped my exercise machine (with 3 guys carrying it), and generally had to be told by me what to do. One guy even asked me if I had gloves for him!So, with a few things scratched and damaged I reported it to the main office and was promised a check for $150.00, which is covered under the insurance. Here it is 5 weeks later, and nothing!Revdex.com, can you help me?Thank you, [redacted]Desired Settlement: I would like the $150.00 insurance for damage sent to me ASAP

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

After all this, Moving America promised me $150-200 to account for broken and scratched things of mine, but renegged because I wrote to you. I lost all the way around...go figure!

Excellent service for very complicated move. I called this company and asked for [redacted] since my friend told me that she is very knowledgeable about moving.
My move required special attention due to my delicate musical instruments so I needed someone that understands how to manage my move.
Although the price I was quoted was on the high end, felt very comfortable with [redacted] so I decided to confirm my move.
On the day of my move I was very happy with the customer service and the high quality and the professionalism of the movers. All my items arrived safely and on time.
I recommend Moving of America to anyone looking for the quality service.

Review: Mover gave me a binding estimate then on the day of the move, showed up and asked me for a $564 fuel surcharge for an in-state NJ move. They never disclosed the fuel surcharge until moving day, and then on the night before delivering the goods to our new home, called and said we would have to pay the balance before they would deliver our goods. On moving day, the foreman said he could not give us a copy of the receipt, which was the first evidence that a fuel surcharge would be added. We never got a copy of the receipt and the mover's on-line receipt link is now deadDesired Settlement: Refund of $564

Business

Response:

Dear [redacted]On July 22, 2015 our Visual Estimator visited [redacted] home and completed a physical evaluation of his household goods. A binding price was given to [redacted] and all details & information were disclosed and provided to [redacted] in the meeting, and emailed to him as well after the estimate was completed.On August 7th, 2015, [redacted] reserved the services for August 11, 2015. He was emailed all information (as previously stated) and electronically signed, acknowledging all of our terms & conditions. On the estimate that was emailed to him, it is clearly stated that a fuel surcharge would apply, and it would range between 8.10% - 12.90%, which will be based on the fuel price on his move date. We never hid this information from him. You can see on the enclosed documents, [redacted] signed electronically, prior to his move date andphysically again on his move date.We are very clear when it comes to our company information and charges, therefore, we are under the assumption that [redacted] is out to hurt our company by slander and attempting to deteriorate our reputation, all because he is seeking compensation due to financial struggle or misunderstanding.Moreover, the amount that was paid by [redacted] for the fuel surcharge was only $364.80 which makes me curious as to why he is seeking $564.00, since the price given to him and the price he paid was the same!We would appreciate it if this complaint is closed and marked resolved, considering the fact that we have provided all proper documentation showing that nothing was hidden from [redacted] and his complaint is due to financial issues or misunderstanding on his part.I appreciate your time and look forward to resolving this matter. Please contact me should you have any further questions.Regards,Lola J[redacted]Office Manager