My Guys Moving and Storage

[redacted] , It took me a little while to find your paperwork because I didn't realize this was a move done in August of I am sorry to hear that you feel you experienced difficulties during your moveWe have reviewed our policy with regards to tipping numerous times between last year and now and the crew chief of your move is no longer with us With regards to your claim I do see where you submitted it outside of the days the contract allows, and that it was under the $ [redacted] deductible that your contract includedHowever, I also see where in spite of those two disqualifying factors, and that you contracted for work to be done to repair the damage you claim occurred during your move (which our claim form specifically warns against doing) we offered you a settlement of [redacted] ***, or $**Unfortunately, it does not appear you ever responded to us either accepting or rejecting the settlement offerThis offer is still open, even though you are not specifically seeking a settlement The final communication I see between our company and yourself is a letter we sent to you on October 29, Again, I am sorry for the inconvenience you experienced during your move but I want to ensure that we are on the same page as to what occurredThank you for your time and consideration

[redacted] has made us aware of her concerns regarding her move with us and we totally understand where she is coming fromI believe this complaint is copied and pasted from an email she sent us a little while ago In an ideal world, two moves of the same amount of items, weight, cubic feet, number of rooms, etcwould take the exact same amount of time to completeHowever, it is impossible to compare one move to the next, even when it is the same set of belongingsThere are too many variables - the different carrying distances, the temperature, the crew, the truck, and so on - making each move uniqueThat is why we charge, on most of our local moves, by the hourThe final total is calculated based on how long it takes the guys to get to the customer's origin and finish up at the customer's destinationThis allows flexibility for our customers in deciding what they want to move, if they want any extra stops - anything of that natureIn addition, any discussion we have with our customers after the fact regarding how long their move took begins with the times they signed for at the top of their bill of ladingWe, the office staff, were not a part of their move and we can't speak to why their move took as long as it did, only that they initialed that our guys started moving them at this time and stopped at this other time and that the difference between those two times is what they paid for Specifically with regards to [redacted] 's complaints, we have had this discussion beforeI do not need a detailed schedule two months after the move to tell me how long her move tookThree men were out there for six hours, from 8:30am to 2:30pmThese are the times that [redacted] initialed on her bill of ladingHowever, because of her valid concerns and the inconvenience she feels with her move, we offered her 10% off of her move, or $She feels this is insufficient to address her complaints, and while I understand why she feels this way, we cannot charge her the previous move's price for a completely separate moveEach move is individual in it's make-up, and each move is charged based on how long that move took, not how long a move months previous took I'm sorry we are unable to come up with a number that is enough to satisfy her, but if the numerous emails sent back and forth were sufficient to arrive at that conclusion I'm not sure what more we can do here

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] I reject their response as all they did was send me the same exact letter that they sent us in March regarding our thingsStill trying to get money out of us and still our things are broken and sit in VirginiaThey didn't even take the time to type a new letter, that's how much they carePlease respond with what I do nextI really hope you drop their grade, this company robbed usThank you

[redacted] , Attached is the BOL that you completed the day of the move For the valuation coverage you selected the $per pound with a $deductible, your initial claim to us was for $ I did not ask you to provide any proof for the valuation you claimed for each item and I did not refuse any part of your claim I sent you a check for $which would be the $minus the $Deductible Subsequent to that you filed an "amended" claim for missing items On the day of the move you initialed the sections that 1) Everything had been removed from you self storage unit and loaded on the truck, 2) That everything had been delivered to your apartment 3) That you had inspected the truck and everything had been unloaded Almost all the items in your self storage unit were packed by you - we did not have any idea of the contents of each box and you did not provide us with any type of inventory list for us to check off There is no proof that these items even existed and I will not pay you any additional money toward your claim

Revdex.com spoke with the business on May 26, The business stated that they have turned the claims over to their insurance company, and the insurance company will be following up with the customer directly on the damaged/missing items

The claim was settled in complete compliance with the terms and conditions included on the Bill Of Lading (BOL) [redacted] claims he did not know about the $deductible but he initialed the block on the BOL that stated there was a $deductible In addition, most items were packed by owner (PBO), and as outlined in the BOL our liability for damage to these items is very limitedAny claim for missing items must be made at time of delivery - [redacted] initialed the section that we had loaded everything from his storage unit and he initialed the sections that everything had been removed from the truck delivered More than a week after we completed the move he sent in an "amendment" to his claim stating he was missing items/box(s) and he wanted the value of the missing items added to his claim As most boxes were PBO we had no information on contents and as this was a local move from his storage unit there was not an inventory done so we had to rely on [redacted] that everything was picked up and everything was delivered There is no proof that these items even existed

The business called and said that he would be willing to speak with the customer directly to attempt to work with her about the inconvenienceNo claim form has been received concerning any damages caused from the move

*** and [redacted] *** have an open claim with us that we continue to work towards resolutionAn inspector with the [redacted] *** is in contact with them to set up an inspectionWe will continue to work with them until the claim is resolved

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below there is no offer listed [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] ***

While our guys were performing [redacted] 's move, she asked them to move items in a way that they thought might cause damage to the items or her propertyBecause of this they had her sign a waiver, waiving them and My Guys Moving from liability in the event that damage did, in fact, occurIt did After the move, [redacted] returned a claim form to us, we sent out an inspector, and we accepted liability on the items claimed that were not previously waivedAt this point we applied her $deductible (all of this is on her contract, which she received a copy of beforehand, she reviewed before the move began and received another copy of after the move) to the remaining damagesThese remaining damages totaled $350, and we closed the claim We are sorry that damage occurred during the course of [redacted] move because we never want anything to be damagedHowever, our guys are not superhuman and if they are asked to move an item or items in a manner they consider unsafe to the item or property we instruct them to tell the customer their concerns, and if the customer still wishes them to move the item in such a manner after having been warned, to get a waiver signedDamage may very well occurThe risk at that point is on the customer Thank you

I used My Guys moving & storage in July to move & store my householdStaff was very courteous & quickRates for storage were very reasonableHowever, many pieces of furniture was scratched or brokenLoss the top of the brass bed and loss a moving dolly we hadI contacted this company asking them to check the warehouse but they said it was not thereI suspect the warehouse personnel created a lot of this damage & loss
Price to move me was very good but you get what you pay for

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: As I mentioned in my complaint, there is no way to have determined at the time of delivery if all of the content was thereThere was furniture and sealed boxes up to my ceilingIt took days to open and unpack all of the items to properly access the damage and identify the missing itemsNo reasonable person could possibly tell if all items were there or free from damage immediately upon receiptI have an inventory sheet of my own which clearly shows that several of my items are missingMy leather couch, glass tables, dresser and file cabinets were all packed by your movers and were all severely damaged. The wine glasses were packed in a special glass pack kit designed for moving this type of item (with dividers and special wrapping materials)The damaged picture was packed in a special mirror/picture box, wrapped in bubble wrap and filled with packing peanutsI've provided your office with photographs of the damaged items and the packing materials.I was not aware of a $deductible and was not provided an opportunity
to review the document before signing or initialing itI asked to read
it before signing but the movers would not let me.I paid for your company to move my belongings with the reasonable expectation that the items would be free from damage and not that ALL of my items would have been delivered.Your company failed to do so.All I am asking for is to be reimbursed for my actual damages
Regards,
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
An estimator is standard procedure I told the person that although there were only rooms with furniture the other rooms had a significant amount of items as well as all rooms having walk in closets that were completely full I repeated this several times abs was reassured the estimate would be an over estimate We have a square foot house not including sheds and the garage that was full The square footage was never asked It is not my expertise to know the weight of my items We left several boxes as well as items at the house which will now need to me moved by another moving company The amount charged to the credit card was not the quoted amount nor did they provide a calculation of this amounts in writing prior to charging it Also, the packers should not have left before finishing nor loading This left us a whole day behind schedule as we had to wait for them to return the next day with an additional guy to help I called times to try and verify they were sending enough boxes and men for this large of a job I also try calling several times during the move to get a supervisor or someone to help with the obvious error or their estimates It's not right that you quote an amount but can get away with charging another, through no fault of the customer

Revdex.com spoke with *** from the businessThe customer’s estimate was done over the phone with the business through their phone surveyThis is the business and the customer verbally going through the home to list what is going and what is notThat information is then put on a cube sheet to determine that amount of cubic feet of items and the poundsTheir standard formula is pounds per cubeThis was only an estimate and more things were moved then original mentioned

Revdex.com spoke with *** businessThe customer’s estimate first said that there were only three rooms, a kitchen, and a living roomWhen the business got there was an additional room, walk in closets, and a garage
The customer is provided with the weight amount before they are able
to charge the cardThey have to let them know the amount of increase because the charge is done but if the customer does not state all of the items the price will go up once the weight increases
The customer is based out of state so the estimate is base off of what they are told up front but if the business is not provided with all of items up front the estimate increases
She was not charged double she was only charged an additional 1,more than the original quote

Please note that My Guys Moving and Storage never received communication from Ms*** accepting our proposed offer However, if Ms*** would like to accept this offer, we will need written notification via email to *** Once this written confirmation is received we will gladly issue a check along with a letter stating this will be full and final settlement of the claim
Best Regards,
Stephanie

I am unable to respond to this complaint since the customer is threatening a lawsuit We have a contract that he signed and we are willing to follow the terms of that contractWe would like to settle this out of court if possible.In the mean time we are looking all through our storage
containers to see if we can find any "lost" items We continue to communicate with customer and hope we can reach resolution

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
*** *** is correct that the last recorded contact was on 10/29/13, however prior to that I'd been writing letters to the claims inspector named *** ***After having recieved a letter which was signed by her suggesting to the settlement of *** ** *** *** *** *** * *** ** ***Upon reciept of the said letter I telephoned the company in order to speak directly to *** ***My call was to deny the settlement which I felt was insulting and to inform the company of the poor standards the movers were setting as representatives for the companyI was then informed by *** *** that I had in fact not been corresponding with her, but instead with *** ***, as he made a common practice of falsely representing himself via letter correspondenceI then reviewd all of my concerns and made clear the refusal of the settlementMy position is that the damage was done, and that it needed to be paid in the full amount which I'd paid to for the repairAt this point I'd spent much time in communications, and with this new information as to the fact that *** *** had misrepresented himself as another individual my impression was that this matter was not going to be solved in a satisfactory mannerMy goal in this report is to inform the Revdex.com, who as a former business owner I have utmost respect for, that My Guys Moving company handles business in a very dishonest mannerBasing the business practices of course on how I would handle the situation if it were me, and that if this were my business I would have been appalled that someone of my employ had damaged property and would have immediately sent a check to cover repairsIn closing, I simply want authorities to be aware of this individual's business practices.
Sincerely,
*** ** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
What *** *** fails to address in his response is his lack of communication in response to my initial email in July or addressing the fact it took the movers about hours to drive roughly minutesI based part of my refund I believe is reasonable on paying for time the movers were doing who knows what, movingHe does not address the lack of experience, the fact they did not cover the floors or banisters as stated as part of the moving service according to the company's website, the fact the movers did not place the items where they were directed and I had I move boxes while pregnant which is why I hired movers in the first place, the slow pace and lack of training of moving and packing items in the truck, the inability of the crew leader to adequately calculate the total of the move before leaving, and the fact I did not request this move cost the same as my previous moveIt is common sense to compare two moves when far less items were moved this time and the fact he amount of time was so grossly differentI would think a stable and productive moving company would be able to provide comparable service again and again
Thank you,
*** ***