Muscle Matters

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]
We have called in regards to the missing television and other belongings, and when we call, no one seems to be in the office that can address our concerns...which seems unlikely.  The first response we received to this concern was that we should contact [redacted] about the claim, which we have obviously been doing, only to being put off week after week until "someone is in the office."  We find it odd that these companies don't have anyone on hand to address missing and damaged items.  They seem to have a lot of people available to receive deposits for moving estimates.  We are tired of waiting for either company to respond on their own time to what increasingly appears to be a theft.  
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Delivery was never promised at 3 to 7 days.  Here is the exact email that was sent to [redacted] when he asked how many days it would take for delivery:"Thanks for the email [redacted].  Zip code to zip code I have your distance around 900 miles.  The standard delivery spread for a trip...

that distance is 1-7 business days.  Could be a little less.  Could be a bit more.  It’s based on the carrier operations calendar and what other reservations are heading that way so we can try to narrow down a time frame for you when you have a better idea of date but I always have to disclose the standard delivery spread so you have a firm understanding of when your things could possibly arrive."Also disclosed to the customer in his electronically signed paperwork is the standard delivery spread which is referenced as:"Based on the load size and mileage of your move, delivery may take anywhere from 1-­21 business days. Estimated time of delivery is determined by many factors beyond the control of any carrier and United Moving Services Inc. such as traffic delays, weather delays, mechanical issues, other customers on the route and/or any acts of God. Estimated delivery spreads: 0­-500 miles: 0-­6 business days. 501-1000 miles: 1-7 business days. 1001-1500 miles: 2-­14 business days. 1501-2000 miles: 3-­21 business days. 2001 + miles: 3-21 business days. These estimated windows begin on the shipper’s first available delivery date. Goods may be warehoused before delivery. Any situations on delivery such as, no delivery before or after a certain time, or no weekend delivery may cause your delivery schedule to go past the estimated time and may incur additional fees. In the event of any conflict between the Bill of Lading and the terms of any estimate, the terms of the Bill of Lading shall control. The estimated delivery dates and estimated price listed on this agreement is based on a flexible schedule as well as accessible conditions at both pickup & delivery locations."With regards to charges and pricing, [redacted] had 30 additional pieces to be shipped and not 10.  Besides the extra belongings that needed to be shipped there was a long carry charge which the cost of this charge was disclosed on this customers estimate.  Also, a lot of this customers items were not preppred for shipment so there were packing charges added to his cost.  The packing charges are referenced on the clients signed paperwork as well as:Additional Accessorial Services and Fees:Packing supplies such as boxes, shrink wrap, and bubble wrap if not included in the original estimate.Long Carry: first 100ft are free. Each additional 100ft is $75.00Packing of breakable items like Mirrors, TV’s, Glass, and/or Crating Services, unless specified in original estimate.Full Packing: Any additional packing services needed or requested outside of the original estimate, will incur additional charges.Oversized Items: Must be disclosed and reflected on your estimate.Besides that, looking at the history of this reservation, every time [redacted] emailed Jamie, Jamie replied by email.  There were a couple of days that it appears as if [redacted] called while Jamie was not in the office but he was able to speak with other people when he called in.  No emails or calls have gone unanswered.  The client paid for the services he needed and received.  The carrier provided discounts for this customer and waived $350 in packing charges & the $289.80 fuel surcharge as well as the $90 long carry charge totaling $729.80 in discounts.  The customers remaining balance as of now is $1,024 and not the $1,754.50 this client referenced.

We have addressed this customers first complaint by submitting a response. Since our reply no one has reached out to us. I have just emailed a claim form to the email address we have on file for [redacted]. [redacted] was never associated with this move/reservation. Putting all of that aside, reviewing notes and the history of this particular reservation, no one has ever contacted our offices regarding any missing property from this move. If they did we would have assisted them with filing a claim. Should they wish to contact our offices they can ask for me directly and I will assist them personally to get their claim moving forward

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 becauseUnited Moving Services led me to believe they were handling the entire move themselves.  The salesman I spoke with gave me false information and a low ball estimate to get my business.   The problem with their explanation is that they fail to admit they grossly underestimated my total weight BEFORE I added any items.  I did not add 'quite a few' items.  Specifically, I added 15 large boxes, 5 garment boxes and 2 bar stools.  I moved all the boxes myself from one room to another.  I weigh 125 lbs.  at the very very most, the boxes could not have weighed more than 50 lbs each or could not have even lifted them. But even at 50 lbs each, it should only have added on 1000 or so pounds maximum.  To add on 3000 more pounds is outrageous.  This company works a total scam.  They low ball the estimate.  Then a third party shows up, jacks up the price and the consumer is forced to pay the add on weight.  There is no way for the consumer to prove the actual weight.  As for a confirmed pickup date, they are absolutely lying.  I was on the phone with their employee, Marsha, ext. 416, for an hour or so on July [redacted] confirming my furniture and was placed on hold for a very long time while she 'confirmed' and locked in my pickup date, or so she told me.  Marsha confirmed my pickup for  Saturday, July [redacted].   My phone records can verify that lengthy phone call.  Since that time, several other employees who have answered the 'support line' gave me bogus delivery dates which came and went with no delivery.  United has no way to contact them on a weekend.   As a side note, the third party they contracted with held my delivery up stating they needed other loads to go on the truck with mine.  In the end.....they arrived yesterday in a rented budget truck, with one driver, a day after they confirmed delivery, and with ONLY MY FURNITURE on the truck.  Virtually all my furniture is damaged.  Boxes are crushed, brand new dryer bent, etc.  I did not choose MADE moving.  United did.  And now I have to go through a ridiculous claim process to get repairs or a settlement.  This company should be shut down.  They are dishonest, they misrepresent themselves, make verbal guarantees that they do not fulfill and they want to take no responsibility for their actions.  The salesman, Chris, told me 'not to worry about what the contract said'.  I have notes on our entire conversation.  He stated that I could trust them to made my move painless.  What a joke.  And NEVER did he mention they were a broker and would be using a third party and off loading.  I take responsibility for only one thing.  Taking Chris at his word and truly believing I would get my things in 3-5 days after pickup.  He even went so far as to tell me what order of pickup and delivery would be.  How is that even possible if they farm out the move.  MADe moving blames everything on United, stating that United should have never given me any dates as MADE controls that.  Yet, United did....multiple times.  I am still requesting an adjustment as United's original and binding estimate was off by 2000 lbs. minimum.   
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Besides no one at our company stating we were handling the entire move ourselves, more importantly than that is that the customers electronically signed paperwork states that we are moving brokers and do not own trucks of our own.  Our paperwork states that all moves are subcontracted to carriers in our network and that those carriers will be the ones to facilitate the actual move.  Regarding the customers estimate, she was not given a low ball estimate.  She was given an estimate of costs based on her description of the items to be moved.   The items that this customer added are large items which would obviously have a dramatic increase in price.  Large boxes are just that - large boxes.  Garment boxes are also very large in size.  Putting all of this aside for the moment, if the customer went by weight and not cubic feet, then esentially you pay for what you move.  So if the customers items totaled to 3000 pounds, she would pay for 3000 pounds.  There isn't much point in debating this as there is no way to manipulate the weight of her items.  Her weight is her weight.  Customer referenced that there is no way for the consumer to prove the actual weight which is false.  If the customer chooses to go by weight then the customer would have received weight tickets before and after the pickup.  Specifically the vehicle would be weighed prior to arriving at her home.  Once the items are loaded into the vehicle they stop at a weight station and get another weight ticket showing the weight with all of her belongings loaded.  The difference between before and after is the actual weight of her belongings and what he price would be based on.  Regarding the customers delivery time line, no one gives a bogus delivery date.  The electronically signed estimate shows the estimated delivery spread for the customers mileage.  Everything is spelled out in black and white for a reason - to avoid confusion.  No one here would ever give you a delivery time line as it is the carriers dispatch department who handles that side of things.  All we can do internally is tell you that based on your mileaqe, the estimated delivery spread would be X amount of days but that dispatch would confirm exact timeline with her. The customer is correct about the carrier stating they need other loads heading the same direction before delivery will be made.  All of this is referenced in the electronically signed agreement.  The customer did not pay the carrier for exclusive use of a truck.  Most moves are on shared trucks which saves the customer money.  I wasn't part of the initial conversation with this customer but her saying that it was never mentioned that we were brokers is false.  All of our paperwork specifies that we are brokers.  All of our paperwork specifices that loads are warehoused and offloaded.  No one gave delivery dates but a standard delivey spread was provided.  MADE is right that we do not control the delivery timeline wihch is why we do not quote a timeline.    I dont know if there is a resolution to this customers complaint, but I needed to address the fact that everything is spelled out in the electronically signed agreement for a reason - so everyone is on the same page.

This customer had a 2 day window for pickup.  The pickup was to occur on either November [redacted] or November [redacted].  The vehicle arrived on November [redacted] as agreed.  The customer has only told half of the story.  His boxes were not packed which is not the issue.  The movers advised...

if they have to pack the boxes that would result in additional charges which the customer did not agree to.  He wanted the movers to pack his boxes for the price on his estimate which did not include the packing of any boxes.  The customer also spoke with a rep from our QA Department who advised that it is his responsibility to pack his boxes and if the movers had to pack boxes it would result in additional charges.  Furthermore, the dog poop and pee wasn't on 1 box, it was on multiple boxes and all over the home.  The movers advised that they could not load boxes full of urine and feces into the moving truck and that these boxes would have to be repacked if the customer wanted them transported - this had to be done for sanitary purposes due to his items being transported in a shared truck.  The customer refused and sent the truck away.

We provided this customer with an estimate of costs for moving their belongings from GA to CA. Per the terms of the signed agreement, a carrier in our network would be the company to ship their belongings. It was never disclosed that we would be the ones shipping their belongings. There are a few...

different reasons as to why a customer’s price would go up from their original estimated price. The reservations agent always asks about stairs & long carry charges. The answers to these questions help determine pricing. If any of those questions are answered incorrectly, that could result in additional charges and fees being applied to their move. Besides that, if a customer has more things to ship than what is on our itemized list that will result in higher pricing. All of these things are disclosed to the customer and are listed on the estimate of costs that the clients sign confirming they have read and agree to those terms and c onditions. We never received any indication that any of [redacted] belongings were damaged in transit. We would assist in filing a claim if necessary but no one has reached out to us with regards to anything being damaged.

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 b
 As I have stated time and time again, From the rear of the truck to the entry way door was far less than 100 feet. I am tired of dealing with this company. From being lied to from the start to having nearly everything I owned destroyed, and boxes of clothing and other items missing upon delivery,  someone needs to start an advertisement across the united states to warn potential customers of this company. Mike
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]