Moving Right Along, Inc.

Please know that the customer was advised that a hour fee would be charged to put the load away and the same to pull the load for redeliveryWe called the client on the afternoon of 7/** to confirm that she was moving out on the morning of the *** and we were told
yes.
Consequently first thing in the morning on the *** her shipment was pulled out so it could be redelivered as scheduledCustomer called about noon on the *** to reschedule the shipment to be put away again, hence the additional hour of labor

We concur that the shipper’s crib was scratched in a few
places.  Even though they didn’t purchase
additional insurance and specifically released their shipment to a value not to
exceed 30¢ per pound per article, we dispatched a technician to repair it but
they...

wouldn’t allow any repairs to be done in the apartment.
We then offered to bring it back to our facility for
repair and that we would return it within 1 day but they declined and preferred
we buy them a new crib. We then sent a truck and 2 technicians to remove the
crib and repair it on the truck so they wouldn’t be without a crib but the
stain didn’t dry right. We once again suggested they buy a travel port-a-crib so
the repairs to the crib could be done right but they refused. . Shipper stated
they were never given the option to purchase additional insurance but yet they specifically
initialed that they wanted to decline it.
See attached picture of the crib after repairs.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

There's no way the technician could have addressed the hole sine he arrived with zero plaster material. Furthermore, he wasn't prepared to remove scuffs from my floor nor did he have my missing poles nor was he equipped to address any of the multiple other issues I had and STILL have. So clearly my concerns have not been addressed, especially since I had to suffer ridicule from the claims manager, which is the reason I asked to speak to the owner in the first place.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The client had notified us of the damage to the chair so we arranged to have it picked up to see if it could be repaired. Even though client declined cargo insurance, we still said we would reimburse her the $149 for the replacement. A settlement release was sent to her via email on 5/*/16 at 5:12pm...

and we have yet to receive it back. We did not accept responsibility for the wall damage as there was no notations on the delivery paperwork.

We acknowledged the consumers complaints and acted on them immediately. The consumer was upset that the screws to a wall desk and legs to the sofa couldn’t be reattached upon delivery.
That same day we sent someone to his home to correct the situation, done.
2 poles to a wall shelving unit remain...

missing and a lamp was broken as well as glass to a picture. We are replacing the glass and forwarded a claim form to the consumer on Thursday, the next day, to fill out, but he became irate when he realized it has to be notarized. They had purchased insurance and this is an insurance company requirement when processing a claim a so there is nothing that we can do.
He also insisted that someone come fix said hole and floor damage that day, Thursday. We weren’t able to go there that same day and offered him Friday, but he wanted it done Thursday. So consequently he took that to be that we were “rude and unaccommodating”. Not sure why he wouldn’t have shown the hole to service technician that went there Wednesday.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
I did not notice the damage in the wall because it was concealed by the movers. I notified the company by calls and emails several times  and have proves for it. The company send a person to look at the damage and first promised to fix it. Later they send me an email stating that they would not do anything about it. They send my a release letter for the chair, that if signed protects  them from any legal responsibilities for other damages. This is not acceptable. I have to be reimursed for the chair plus the new wallpaper that will be installed next week by another company and for the labor involved 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

You mean your trucks and your same employees who damaged the table in the first place? This is out of the question without a deposit to guarantee that the table won't be completely destroyed. Furthermore, your responses are ridiculously untimely and are dragging out this process unreasonably.
Sincerely,
[redacted]

The whole idea of removing the table from your apartment was to address your concerns about dust & fumes, hence why we we're making one of our own trucks available to provide the needed work space. That being the case, they will not have the ability to take the table away as our driver will be on site with the vehicle till they have completed said repair.

The third party repair service utilized is a very reputable service and we communicated the client's concerns to them. They offered to send a different technician to the home to assess but client declined.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The response inaccurately captures all of the details. First of all I interpreted their response as rude because the complaint manager used a negative tone, became short in her responses and made it seem like it was my fault that their crew was careless in the handling of my property. They also mentioned that they weren't sure why I didn't show the property damage to the service technician. That's because I was informed that he was only there to address my couch and desk. Not repair the wall. Now I've asked to speak with the owner since I clearly can't communicate with the complaint manager. I have called the office more than 6 times and have yet to speak with him. I'm constantly told that he'll call me back the same day yet he doesn't.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Our technician would've gone to a local hardware store or [redacted] to get needed supplies if he didn't have it.The shipper does not need to speak to the owner to submit a claim but yes the owner will attempt to reach him again.

Review: I had my furniture delivered by Moving right along and took out the insurance policy coverage of $50 to cover $5000 dollars worth of damage. My desk was damaged I filled out claim form, the sent in a specialist to look at my desk he sent in a claim stating it was unrepairable. The company is rufusing to reimburse me the $549.95 value of the desk. They are giving me the run around, avoiding calls. I honored my end of the contract by paying them they are failing to honor theirs. I feel they are falsly offering insurance and not keeping to the contract. The desk has since been discontinued in Raymour and Flannigan. Had they sent in a check in a promtly fashion I could have bought a new desk. Now I am stuck with damaged furniture unable to replace. I am a NYC teacher and rely greatly on my desk. Please look into this matter thank you.Desired Settlement: I want a check covering the cost of my damaged desk.

Business

Response:

Review: Moving right along moved our apartment to their storage facility for approx 3 months while we were renovating. They stored our furniture art etc. They then returned it after the renovation was complete.

When returning our goods, they also brought 2 pieces that were not ours that we had to alert them about and give back to them. More importantly, they did not return an [redacted] and a professional photograph. We called them to enquire. They checked an found the [redacted] not knowing it was ours. They delivered it to us uncovered, dirty and with a broken leg. They could never locate the lost photograph. It took many phone calls and emails to encourage a further search and for them to contact clients to see if our photo was delivered to them. Supposedly the was performed and ultimately unsuccessful. We were offered $250 as recompense for a broken [redacted] leg and $3000 photograph.

A number of problems existed here:

1. They told us that our items are stored alone in lockers and charged us for 3. This does not appear to be what happened as we were delivered items from another customer who is now missing their goods. Those items were likely mixed in with ours in storage, or left on our truck from the day before. It is likely our photo, if not stolen from the premises, was lost by storing it with other clients items against their promise, and shipped out to the wrong address.

2. The company says they are only liable for 30 cents per pound and sent me a copy of the signed agreement saying so. I was shocked to see that someone had fraudulently written 30 cents per pound in the valuation section that is only allowed to be filled out by “The shipper signing this contract”. This is written in capitals and highlighted red, I assume to avoid such a situation. If that was not filled our the shipper would then be liable for the lump sum declared by the shipper or $2500, whichever is greater. The handwriting on 30 cents per pound is clearly not my wife’s.

3. I asked to discuss this with the owner numerous times at any hour that would suffice for him, he never had the courtesy to contact me personally.

So to summarize,

Misrepresentation of the safety and isolated status of our storage (likely led to the loss of our articles)

Loss of an [redacted] and photograph

The [redacted] was recovered upon our call to them, returned broken and dirty

Fraudulent 30 cents per pound written in by someone other than the shipper

Poor communication from the owners over a sensitive situationDesired Settlement: Payment of their liability for the loss of our photograph. It is $3000 but a $2500 check to the charity, Positive Exposure, would suffice. The founder of the charity had given my the photograph. The $2500 is in line with their liability if the 30 cents per pound had not been written in.

If that is sum is sent to Positive Exposure then I will not feel the need to the pursue the misrepresentation of the storage conditions that led to the delivery of someone else's goods to us and to the loss of our articles.

Business

Response:

Please be advised that the person that set the job up was [redacted]. The person that signed all the paperwork was [redacted]. However now [redacted] has stated that the value declared on the Bill Of Lading was not [redacted]’s handwriting. I cannot confirm or deny it as I was not there.

When he advised us of this, my only retort is that perhaps [redacted] had asked someone else to fill it in for her consequently making this person her agent as I was advised she was quite busy with a variety of things. This being said she herself signed it confirming it and therefore I would think making this point moot.

In reference to the items that are supposedly not hers, we still have them as no one else has claimed them. We still don’t know how this could’ve happened as the items in question had the same colored inventory stickers as the rest of their shipment.

Lastly,

1.) The ottoman was not delivered as the leg had been broken and had it repaired.

2.) The compensation of $250 was solely for the claimed lost photograph.

This was intended to be a goodwill gesture as [redacted] clearly declined the option of purchasing replacement cost insurance.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

[redacted] did not fill out the 30c/lb section. There was no one else in the apartment but Moving Right Along's employees. If [redacted] did not fill it out then they did and that is likely fraud.

Under their contract if 30c/lb is not written in by the client then the contents are insured for $2500 therefore if a $3000 photo is lost then we should receive $2500.

In response to the broken and missing ottoman, we were told on the phone, when we called to inquire where it was, by people an employee of Moving Right Along that they did not know who's ottoman it was and that is why it was delayed in being sent to us. If it truly was delayed only because it was broken as they now state, don't you think Moving Right Along would have let us know, "we have your ottoman but unfortunately a leg is broken. We are fixing it and will deliver it soon." That would make sense versus not saying anything until we called a few days later looking for it.

The inconsistency in this raises a question as to veracity of their response.

Considering the above, I believe this complaint is not resolved. An adequate resolution would entail reimbursement of the $2500 for the loss of our photo as per the contract.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Please know that I interviewed the [redacted] that handled the paperwork

with [redacted] (the wife of the individual filing this complaint). He

strongly denies the accusation the he “forged” any paperwork. This paperwork is

filled out at the beginning of the day’s work before anything is done. I make a

point of this as this bolsters his statement. Why would he forge anything as

there is no motive, this was filled out way before anything ever happened.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Review: we used company to move and they offered their own storage facility, which we took. We scheduled a move of our items out of storage facility on 7/** for a move on 7/**. On 7/** early in the morning we had a setback and needed to reschedule move. We gave the company (URI) around 24 hours notice with a call and told us that they removed items already out of storage and it took them 1 hours work to do it and that it would cost us $140.00 moving fee. During that time we called where we were moving items to see if they could do a later time and then called back Moving right along 32 min later to see if they could alter their scheduled delivery, the [redacted] then tells us that they put it back into storage and now he was going to charge us another $140.00 moving fee. Its impossible that it took an hour to take out and then 32 minutes to put in. I called back and then spoke with [redacted] and I told her that the company never mentioned these charges to us and never signed an agreement agreeing with charges and she tried to convince that the company can do what it please because they have out items and won't let it go until we pay the charges. The charges of $280.00 are now more than the monthly storage of $255.00 and the company doesn't care.Desired Settlement: I want the bill adjusted so that we can get out items back from being kept hostage.

Business

Response:

Please know that the customer was advised that a 1 hour fee would be charged to put the load away and the same to pull the load for redelivery. We called the client on the afternoon of 7/** to confirm that she was moving out on the morning of the [redacted] and we were told yes.

Consequently first thing in the morning on the [redacted] her shipment was pulled out so it could be redelivered as scheduled. Customer called about noon on the [redacted] to reschedule the shipment to be put away again, hence the additional hour of labor.

Review: I recently had my contents returned by Moving Right Along after approximately 7 months of being in their storage unit. Upon return several items were broken or missing. Additionally, the workers put a hole in my wall and scuffed my newly finished hardwood floors despite my request for them to not only be careful but to use floor protection. They did not do the latter. I've called to submit a claim with the company and received a rude and unaccommodating response.Desired Settlement: Remediation of all listed claims.

Business

Response:

We acknowledged the consumers complaints and acted on them immediately. The consumer was upset that the screws to a wall desk and legs to the sofa couldn’t be reattached upon delivery.

That same day we sent someone to his home to correct the situation, done.

2 poles to a wall shelving unit remain missing and a lamp was broken as well as glass to a picture. We are replacing the glass and forwarded a claim form to the consumer on Thursday, the next day, to fill out, but he became irate when he realized it has to be notarized. They had purchased insurance and this is an insurance company requirement when processing a claim a so there is nothing that we can do.

He also insisted that someone come fix said hole and floor damage that day, Thursday. We weren’t able to go there that same day and offered him Friday, but he wanted it done Thursday. So consequently he took that to be that we were “rude and unaccommodating”. Not sure why he wouldn’t have shown the hole to service technician that went there Wednesday.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The response inaccurately captures all of the details. First of all I interpreted their response as rude because the complaint manager used a negative tone, became short in her responses and made it seem like it was my fault that their crew was careless in the handling of my property. They also mentioned that they weren't sure why I didn't show the property damage to the service technician. That's because I was informed that he was only there to address my couch and desk. Not repair the wall. Now I've asked to speak with the owner since I clearly can't communicate with the complaint manager. I have called the office more than 6 times and have yet to speak with him. I'm constantly told that he'll call me back the same day yet he doesn't.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

There's no way the technician could have addressed the hole sine he arrived with zero plaster material. Furthermore, he wasn't prepared to remove scuffs from my floor nor did he have my missing poles nor was he equipped to address any of the multiple other issues I had and STILL have. So clearly my concerns have not been addressed, especially since I had to suffer ridicule from the claims manager, which is the reason I asked to speak to the owner in the first place.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Our technician would've gone to a local hardware store or [redacted] to get needed supplies if he didn't have it.The shipper does not need to speak to the owner to submit a claim but yes the owner will attempt to reach him again.

Review: We had this company do our recent move for us. They damaged an expensive piece of our furniture (a baby crib), and although we declined insurance, we were told "not to get the insurance, its a waste of 60 and just extra paperwork. they fix anything if we damage it" at the time we signed the contract. Therefore, we clearly never bought the insurance. When we complained, they sent someone out to fix the crib, which we were grateful for, but it was not nearly in the same condition before the move. When we asked what else they could do to fix it - they said they could take it back to their shop. The problem is that it is a crib for our baby and can't be taken for a few days. When we brought up this concern, [redacted] of the company pretty much laughed and said "well then just buy another crib while we fix it". They were beyond rude.

My main issue is the fact that we were told DO NOT TAKE THE INSURANCE, IT IS A WASTE OF MONEY, WE WILL COVER ANYTHING REGARDLESS. This was misleading and I would have taken the insurance if I was given the option.Desired Settlement: I would like to be refunded for the price of the crib, which is damaged. The crib is also convertible into my daughter's future bed, so they damaged a piece of furniture that we will be keeping for many years.

Business

Response:

We concur that the shipper’s crib was scratched in a few

places. Even though they didn’t purchase

additional insurance and specifically released their shipment to a value not to

exceed 30¢ per pound per article, we dispatched a technician to repair it but

they wouldn’t allow any repairs to be done in the apartment.

We then offered to bring it back to our facility for

repair and that we would return it within 1 day but they declined and preferred

we buy them a new crib. We then sent a truck and 2 technicians to remove the

crib and repair it on the truck so they wouldn’t be without a crib but the

stain didn’t dry right. We once again suggested they buy a travel port-a-crib so

the repairs to the crib could be done right but they refused. . Shipper stated

they were never given the option to purchase additional insurance but yet they specifically

initialed that they wanted to decline it.

See attached picture of the crib after repairs.

This is the second time we used MRA. First time in 1999 from [redacted] to [redacted] and just recently at the end of 2014. Both times, they were very professional and packaged things nicely. Very clean as well and on time. There prices are second to none, as well. In 2014, we moved from [redacted], ** to [redacted], **, I called to make sure they moved not just locally, but long distance as well. I'm very happy they do. The ** movers, we were blessed to see that they stayed with the truck and were there in [redacted]. All our furnishings were intact and boxes (70) were delivered in great condition. I'm bad with names, but our movers from ** are top notch and I recommend them to everyone. We had a little problem in [redacted] with a carpet issue, but thanks to [redacted] at MRA, the issue was resolved in a timely manner. Thank You once again [redacted] for making everything right. I Thank our movers and again, I recommend Moving Right Along to everyone. Thank You.

Review: I hired moving right along because we had bed bugs. They were supposed to be the upscale service to deal with these issues and the cost was comparably high. A full 2x what the other services were quoting. The idea was that rather than bag items prior to extermination, you have a full scale forced move with everything in your apartment being removed and fumigated in a truck and then moved back in 14 days later. This is very disruptive and has the additional cost of hotel stay for the 14 days, but in order to ensure that we got all the bugs (that was the service -- guarantee to get the bugs rather than the manual process) and to not have to throw out brand new furniture or pay to dry clean all our clothes we took this option. First, the move in was a disaster. They had not "packed" as was advertised (false advertising). They merely threw items in boxes which meant that (a) items were damaged (b) clothes were crushed and had to be sent to the cleaners (c) it was a disaster to unpack. Also many items went "missing" -- all of our tools, all of my very expensive and unopened face creams (gift from a friend), unopened other expensive medicinals, etc. I filed a claim but was given the run around. First they asked for a list. Later they told me to fill out a form (which they hadn't provided when asking for the list). Then they refused to pay for most of the items because the movers weren't supposed to take them (no kidding, they weren't supposed to steal items). Finally we agreed on a lowball number just to move on and I signed a form. They then deducted $525 for services that we had not agreed on an amount (basically they were supposed to clean but because of the double move I had to pay for cleaning the 2nd time). Also we didn't agree on 525 which is an extraordinary amount to clean an empty and basically very clean apartment. They didn't refund my money even though the service failed. They did it again but that cost me more hotel stays and another disasterous unpacking (and as noted another cleaning service). Also they were supposed to break items down and put them back together. But they negligently put my son's bunk bed together and it fell on him.Desired Settlement: we paid 12k and it needs to be returned.

Business

Response:

To Whom this May Concern,

Review: On 11/*/13 Moving Right Along damaged my new hardwood floors when moving in my dining room table, china closet and buffet. The 4 employees instead of picking up the furniture, pushed it across the floor which caused gouge marks in the floor. There were a total of approx. 40 marks. The foreman made a note on the contract which stated" Claim- various scratches on floor" and told me to contact the office on Monday. On Monday I contacted the office and they sent a repairman out a week later on 11/**/13. The repairman spot sanded the floor and refinished the areas with high gloss finish which is different than the satin finish on my floor. There are still gouge marks in the floor which are finished in high gloss and stand out from the rest of the satin finish floor. I contacted [redacted] the [redacted] and was advised that the repairman was only a "courtesy" and that Moving Right Along would not accept liability for the damage their employees caused to the floor.Desired Settlement: Contents of rooms where floor is damaged to be moved out, floor in hallway, living room and dining room to be sanded and re-finished properly with contents moved back in.

Business

Response:

We have spoken with the client and explained that our paperwork, which was acknowledged by him, explicitly states Moving Right Along cannot accept any liability for damages to walls or floors as a result of moving furniture.