National Moving Systems

Initial Business Response /* (1000, 9, 2015/11/17) */
Greetings,
This letter is in response to your complaint filed to the Revdex.com. First and foremost we do apologize for any inconvenience we may have caused to you and your family. I was presented with this complaint from you about our services...

rendered to you. This letter will respond to that complaint to the best of our knowledge.
It is with great regret that we respond to this complaint. It is always our intent to provide you with only the best service, and during our business relationship, we failed to do so. We extend our most sincere apologies for not being able to pick up and deliver your items in a timely fashion. We would like to request that you again give us a chance to make things right.
We are requesting for you to file a claim with our liability coverage because you did not purchase full coverage insurance prior to the day of pick up. We offer this plan for situations like this. The plan is inexpensive and covers your property and household goods at full value. If the customer chooses not to purchase the full coverage insurance then you must file a claim with our liability coverage plan for compensation.
If you have any missing/damaged items or if there were damage to your property then you are required to call our claims department to be compensated on those items (XXX-XXX-XXXX). The procedures for compensation are in writing at the bottom of the Terms and Conditions in the Estimate that you provided an electronic signature for. We make extensive efforts to protect our customer's belongings but there are cases when items do get damaged, broken, or missing for various reasons. This is why we make sure our customers are covered under our liability coverage to ensure they are compensated. If you have homeowner's insurance or renter's insurance, you are permitted to use these in addition to what we cover.
Lastly, FYI, we do increase the settlement to full value, however, it requires you to resubmit your claim once you receive a settlement letter from our claims adjuster.

Initial Business Response /* (1000, 9, 2015/08/03) */
Greetings,
We apologize for not provided you with a better experience.
We understand that our customers want to receive their items as soon as possible but since this is still the peak season we have been taking longer than usual.
Our...

Terms and Conditions is printed on every document that you have signed. In our Terms and Conditions it states the following in red:
Delivery time
Delivery time is typically between 2-14 business days from first available delivery date provided by you. The customer will immediately be notified in case of an unusual delay. Special request for delivery can be made prior to reservation, please talk to your reservation Senior Moving Consultant regarding all concerns to this matter.
Delivery schedule begins from the First Date you will be ready to accept your shipment. All estimated time of arrivals are subject to the common industry factors such as routing logistics, traffic, weather conditions etc.
Delivery Times: (Depending on Season)
0-250 miles: 1-5 business days.
XXX-XXX miles: 1-10 business days.
XXX-XXXX miles: 3-14 business days.
XXXX-XXXX miles: 4-16 business days.
XXXX-XXXX miles: 4-18 business days.
XXXX-XXXX miles: 5-21 business days.
Once you have signed these documents it gives us the impression that you agreed to these terms. Our customers are responsible for reading the language in our terms and conditions just in case they would like to ask questions. The delivery window was properly disclosed to you. In our contract it states that we will compensate the customer if we cannot deliver within the 2-21 days.
In conclusion, we sent you an approved compensation of $180. Please be sure to return the release form so that we may send you a check. Thank you for your patience.

Initial Business Response /* (1000, 6, 2015/08/26) */
Greetings,
We are very sorry for the conflicting eta dates. We were experiencing delays with truck scheduled for your particular route. We appreciate your patience. However, we understand that our customers want their belongings in a...

reasonable amount but there variables that inhibits us from providing expedient service. This is the reason why we express in terms and conditions that shipments could possibly take up to 2-21 days. As of today, we have delivered your shipment. Please notify us if you have any missing or damaged furniture so that we may provide you with compensation.
Initial Consumer Rebuttal /* (2000, 8, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will be filing a claims forms since I am missing 2 items and several items were damaged. I have taken photographs in case they are needed to reopen the case with the Revdex.com.

Initial Business Response /* (1000, 6, 2015/08/19) */
Greetings,
We are truly sorry that our services were not to your satisfaction. Our company try to put forth the effort to provide great services to please our customers. We are regretful that you did not receive our best service.
We are...

requesting for you to file a claim with our liability coverage because you did not purchase full coverage insurance prior to the day of pick up. We offer this plan for situations like this. The plan is inexpensive and covers your property and household goods at full value. If the customer chooses not to purchase the full coverage insurance then you must file a claim with our liability coverage plan for compensation. Nevertheless, we will make another effort to find your missing items.
If you have any missing/damaged items or if there were damage to your property then you are required to call our claims department to be compensated on those items (XXX-XXX-XXXX). The procedures for compensation are in writing at the bottom of the Terms and Conditions in the Estimate that you provided an electronic signature for. We make extensive efforts to protect our customer's belongings but there are cases when items do get damaged, broken, or missing for various reasons. This is why we make sure our customers are covered under our liability coverage to ensure they are compensated. If you have homeowner's insurance or renter's insurance, you are permitted to use these in addition to what we cover.
In closing, it does seem like the damages and lost items are excessive. In this case, we understand that liability coverage would not be sufficient. With this said, after the settlement is complete, you will need to resubmit the claim for an increase settlement amount. Have you have any questions or concerns please contact our claims department.

Initial Business Response /* (1000, 16, 2015/11/18) */
Greetings,
We apologize for any inconvenience that we may have caused to you and your family. Unfortunately, we have declined your offer for a refund at the moment. Are representatives are not able to add you to our schedule unless you...

sign a binding agreement.
In addition, we do not cover personal expenses that the customer incur.
Lastly, we would love to still try to rectify this situation. However, please respond with more details in regards to our breach for our review. With all do respect it was difficult to follow the complaint. Thanks.

Initial Business Response /* (1000, 5, 2015/08/03) */
Greetings,
We have been in communication via email in regards to this issue and more. As of today we are still reviewing your case for compensation. Currently, we have a high volume of customers due to the peak season. Thank you for your...

patience, please stand by.
Email response below:
Original Message
Subject: RE: Formal Complaint for Undelivered Goods
From:
Date: Wed, July 29, XXXX X:XX am
To: "[redacted]
Greetings,
I will review your files to see how many days we were late. Also, I need to review your Bill of Lading to confirm how much you were charged for shuttle. I will be following up with you by email for a compensation amount.
Thanks for your patience, please standby

Initial Business Response /* (1000, 7, 2015/08/19) */
Greetings,
We are terribly sorry that your experience was not to your level of satisfaction. Please give us another opportunity to rectify this ordeal. We did take a little longer than usual with your delivery. However, according to our...

records, we do have records of you calling. The information that our customer service provided to you was the most accurate information that we had at the time. We will review your files to see if we exceeded the 21 day time arrival.If so, we will be sending you a check for $25 per day we were late as it is stated in our contracts.
Initial Consumer Rebuttal /* (3000, 9, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid for "full service pack/unpack". They did NOT fulfill agreement upon arrival to destination city in Port Washington, NY. They unloaded but refused to unpack, refused to take boxes/wrapping paper. I should therefore be reimbursed for the difference between full service unpack and standard delivery.
Final Business Response /* (4000, 15, 2015/09/11) */
Your check for the late delivery have been mailed as of today. Please give 7-10 business days to receive.
Final Consumer Response /* (4200, 17, 2015/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received any check to date. If they want to mail me a check they should mail to [redacted], 5 [redacted] port [redacted] NY XXXXX

Initial Business Response /* (1000, 9, 2015/07/22) */
Greetings,
First we want to apologize for any issues that resulted from our services. We will make every effort to at least compensate you in regards to any mishaps.
We did take longer than usual picking up your furniture. We do...

apologize for this ordeal. We are experiencing a high volume of customers in result of the peak season (summer). We will be following up with you via email in regards to the refund amount.
On the day of pick up, if there are any changes to the inventory then we must record your actual weight/volume on a Revised Written Estimate. Our Moving Consultants explain to every customer the significance of receiving an accurate inventory. We give you up to 24 hours to make changes to your inventory. Once we receive a notice before the pickup date that there are changes to the inventory, we will make the necessary changes to the inventory and give you the new price. Every customer has up to 24 hours to make changes to their inventory with our reps. This is the best moment to receive the new price instead of on the day of pick up.
On the day of pick up we conducted an assessment to measure the actual cubic feet of your household goods. The measurements were 2200 cu ft which is 500 cubic feet more than the original estimate. You were charged for the extra 500 cubic feet in which you incurred. As we explained to you on the day of pickup, this is how the extra $1925.00 was accumulated. All overload charges are valid.
Initial Consumer Rebuttal /* (3000, 11, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
National Moving System(S) accepted a complete written inventory we had done from another competitor stating a much higher size of goods. The multiple sales reps I spoke with after being told that my original rep 'wasn't there', 'didn't work here', 'is out on vacation, or 'I don't know who that is' was the one who changed the number in order to provide a better quote. Explanation was that the other company had over quoted what we had. Our inventory never changed. In face we ended up giving away some large furniture just to get it on the 2nd truck. This appeared clearly to be a bait and switch since I provided an accurate written inventory and was quoted on what they said was 'a more realistic' estimate THEN my bill went up several thousand dollars when they couldn't fit it on their truck.
Final Consumer Response /* (4200, 27, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The written inventory of our property that was provided in order to form a quote was very detailed and should've been very easy to guess cubic feet from. I made no changes to our inventory until they showed up, did nothing but look around and tell me it was going to be a lot more. Nothing was measured or written in order to come up with the number, just a glance and a random number.
I told the person whom I received the quote from that it would probably take an 26ft truck. I was assured based on that conversation and the written inventory provided that the quote was accurate. When the movers showed up with a much smaller truck I told them that I had already discussed what truck size it would take.
There was more than adequate information available to receive an accurate quote. The only change made to our inventory was when they inflated the quote upon arrival. Then we were forced to leave several large pieces behind. The square footage went down and the price still went up significantly.
I've received no email with details of a refund. Not only was our quote inflated a couple thousand dollars from the original quote, we were also forced to incur almost $5000 in furniture replacement costs because we had to leave several sofas and other large furniture behind.
Final Business Response /* (4000, 29, 2015/09/11) */
Greetings,
Did you receive the Interstate Revised Estimate from our customer service?
This document actually lists the extra items. At the bottom of the document there is section that reads 'Description of Additional Items. We have listed all of the additional items in this section. Once there are additional items then load your items on the truck for a remeasure.

Initial Business Response /* (1000, 8, 2015/08/06) */
Greetings,
We are extremely sorry that our services were not as transparent as you expected.
Our company does not always have the ability to foresee whether or not you will need shuttle service. Shuttle service is needed when we can not...

park our trucks within 500ft of your door. )Please see your Binding Estimate) This charge is for extra labor to offload and reload as well truck cost.
In regards to any damages, be sure to file a claim once your move is complete. We try to move your items with care although there could be mishaps.

Initial Business Response /* (1000, 6, 2015/08/06) */
Greetings,
First we want to thank you for giving us an opportunity to respond to your complaint. We will respond to your inquiry with our best knowledge. Please locate your Printed Binding Estimate, Bill of Lading, and Interstate Revised...

Estimate for review.
On the day of pick up, if there are any changes to the inventory then we must record your actual weight/volume on a Revised Written Estimate. Our Moving Consultants explain to every customer the significance of receiving an accurate inventory. We give you up to 24 hours to make changes to your inventory. Once we receive a notice before the pick up date that there are changes to the inventory, we will make the necessary changes to the inventory and give you the new price. Every customer has up to 24 hours to make changes to their inventory with our reps. This is the best moment to receive the new price instead of on the day of pick up.
On the day of pick up we conducted an assessment to measure the actual cubic feet of your household goods. The measurements were 420 cuft which is 150 cuft more than the original estimate. You were charged for the extra 150 cuft in which you incurred.
Please review the Description of Additional Items on the Interstate Bill of Lading. There you will find the extra items that caused an increase of the bill.
All charges were valid. However, on July 27th you spoke with management in regards to this ordeal. On this day, our management approved a discount for 19 days of being late for delivery.

Initial Business Response /* (1000, 6, 2015/07/21) */
Greetings,
First we would like to thank you for giving us another opportunity to rectify this ordeal.
When we are conducting our moving service we actually do not add additional charges to the total arbitrarily. We actually use a method...

to measure your inventory. This method is in accordance to the rules and regulations of the Department of Transportation.
On the day of pick up, if there are any changes to the inventory then we must record your actual weight/volume on a Revised Written Estimate. Our Moving Consultants explain to every customer the significance of receiving an accurate inventory. We give you up to 24 hours to make changes to your inventory. Once we receive a notice before the pickup date that there are changes to the inventory, we will make the necessary changes to the inventory and give you the new price. Every customer has up to 24 hours to make changes to their inventory with our reps. This is the best moment to receive the new price instead of on the day of pick up.
On the day of pick up we conducted an assessment to measure the actual cubic feet of your household goods. The measurements were 590 cuft which is 357 cubic feet more than the original estimate. You were charged for the extra 357 cubic feet in which you incurred. As we explained to you on the day of pickup, this is how the extra $1060.15 was accumulated. All overload charges are valid.
It was never our intentions to cause you this inconvenience. We did, in fact, beat the estimate from an unknown competitor. However, on the day of pick you incurred more charges.

Initial Business Response /* (1000, 6, 2015/07/13) */
First and Foremost we apologize about any inconvenience the customer may have experienced during their move.. Its is never our intention for our customer to be less than satisfied with our services.
1. Estimates are subject to go up if your...

end up have more cubic ft at pick up than what your reservation was for.
2. Yes he was fired because he wasn't representing National Moving Systems correctly. We would never want or willingly let a moving consultant mislead our customers. For that reason we let him go. We do apologize, however our terms in the contract cannot be changed no matter what the rep said. All of your answers and our policy is clearly stated in the T&C of the estimate you signed.
3. We admit there can be delays in transportation, we do apologize [redacted] about those delays they were unexpected. If we fall out of terms of our agreement with customers, we have a settlement rate and we will also do what we can to make adjustments on the bill with reasonable outcomes.
4. [redacted]'s items are currently en route to her and will be delivered this week. We have spoken to her about that, She is ready and happy to hear its arriving any day now. The delay is being compensated with a discount as well.
5. Daily phone calls & updates of the same information, we don't do that but the customer is always welcome to call in for an ETA update or anything else. We do notify customers of any New information and changes they may have via phone or email when they occur.
The worst thing is moving into a new place and not having any of your furniture. We get that. We want nothing but to provide our customers with the best. We exceeded the industry standards when it comes to every aspect of moving and storage.. Unfortuately it does happen once in a while when a delay pushes delivery back or an employee mis-represents the company. We do make fair decisions under those circumstances and we strive on doing the most we can to correct those situations.
We definitely want to fix how you feel about National Moving System how ever we can, That is our intention, hopefully we can make that happen.
Thank you.

Initial Business Response /* (1000, 6, 2015/07/08) */
First and Foremost we apologize about any inconvenience the customer may have experienced during their move.. Its is never our intention for our customer to be less than satisfied with our services..
1. We never harass any of our customer's....

Our customer service is very friendly, helpful & Patient. [redacted] was physically yelling & shouting at our staff members on the phone.. We answered their calls & all their questions with respect and sincerity.
2. We have cameras in our warehouses. If something is misplaced or left behind. We conduct a search & try to track it down but if we still can't locate that item. We have insurance for damaged, missing items, They can file a claim with our insurance company. We do find most of the Items that might have been misplaced, But [redacted] never called us about any broken or missing items. This is the first time hearing about it.
3. The pick-up crew were not last minute hires, They were new employees. Yes, The crew was late 4.5 hrs and that was our fault. We gave them $1000.00 discount. We can't rewind time, But we did try with [redacted] to compensate her with a reasonalbe discount for our mistake.
4. We considered these customers a high priority to make them as happy as possible by calling them with updates and organizing a delivery date. Every time we got on the phone with them we got nothing but hostility.
5. [redacted] did have more stuff than what was on the original estimate. Her job wasn't "mis-estimated" They had overages.. If she had less stuff we would have reduced her bill. She had over 1/3 more stuff than what was put on the original estimate.
6. Lamps should always be placed in a box, any free standing item that doesn't have flat surfaces is subject to get damaged if its not packed in a box. The boxes are packed full, Not left empty. We need all the extra space we can get. Were not interested in boxing anything up for the extra space it would take up.
7. We tried to get their delivery to them by the 1st day they said they would be available, which was the 19th..
We spoke to [redacted]'s husband [redacted] to let him know the good news, his shipment would get there by the 19th- He said no-no that won't work! It was en route so We asked him what days close to the 19th will you be availble [redacted]? He said the 21-23.. We said great we can have it delivered to you in that time. We got there on schedule, 24hrs before delivery the driver called to give them a heads up and make sure they knew about our acceptable forms of payment at delivery. All of a sudden they had changed there minds and said NO we can't accept it until sometime after the 24th, this following weekend would be fine...
We're sorry but we cannot just have the driver wait around in town with a truck full of Loads when we arranged a delivery date together with the customer and we met our end of the agreement.
YES they did have 1 month of free storage thats obviously not when your stuff is loaded and in transit with a schedule that has other waiting customers on it. Free Storage is sitting in our warehouse waiting for you to be available for delivery.
( that caused a lot of problems ) Yet again [redacted] called in very angry about the delivery date saying they are not available. We had arranged the delivery with her husband [redacted], When he got on the phone with him he went back on his word about his availability for 21-23. They wanted us to wait around until next weekend for the delivery.
8. Since they were not going to be available we had to arrange for their items to be put in our affliate warehouse in Dallas and be re-delivered on the weekend. A re-Delivery fee would be charged or she had the option to pick it up themselves with a rental truck and there would be no re-delivery fee.
Our manager had called [redacted] the evening before re-delivery ( it was 8pm pst 9:30pm central time.. ) We knew it was late but we wanted to give her a courtesy call about her delivery tomorrow, Make sure she knew she had those options & that she was aware of the acceptable forms of payment. We never told her Pay or pick up your own stuff. Not at all. She was [redacted] off and before we could finish what we called about she was yelling about how we are the worst company ever.
Our staff was nothing but honest and upfront with [redacted] & [redacted] the whole time. We worked hard to resurrect the way they felt towards us,
Tried to arrange delivery when they originally wanted it.. We called them with updates.. We never harassed them.. We're Always kind and if they called us with no answer, we called them back. The whole reason why [redacted] was upset in the first place was because we were 4 hours late for PU after that she tried to make everything seem like we were doing a horrible job. No matter if we were calling her, Giving her discounts, she was always outraged.
We feel very unfortunate that the crew was late that day, We tried our best to make [redacted] happy. If we make a mistake we work something reasonable out with our clients.
We do apologize to [redacted] & [redacted]. We wish them the best.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Included pictures: Dryer legs that were snapped off, bent lamps, broken plugs to our fridge, Broken [redacted] on washer, broken dresser back ripped off, and broken leg for our antique hutch. Oh and my favorite the trash the movers left on our property. These are just the major things. I got sick of taking pictures of all the broken dish wear and vases. All pictures I have sent to National Moving Systems to Justin. So thanks for saying I didn't do what I did do these pictures then were supposed to be sent to the insurance department but I can't say I am surprised it was never communicated.
Okay to start now that I proved I don't make false accusations. " The whole reason why [redacted] was upset in the first place was because we were 4 hours late for PU after that she tried to make everything seem like we were doing a horrible job. No matter if we were calling her, Giving her discounts, she was always outraged." This is a false statement. I was not mad the movers where 4hr late.
1.) My husband was up at 7am because he was informed the movers would be there between 8am and 10am. He did his part and had everything packed and ready. He called at 10:30 to see where movers where. He was told an hour out, 2 hour later got another call saying an hour and a half out. A full day wasted from work with no apology from the company until we called. Oh wait no that didn't even happen. He got no answers asked to speak to a manager. 24 hours later still no call back from a manager. I sat in my daughters hospital bed called every hour for 3 hours just to talk to manager because why? Why couldn't a manager call us back? Why wasn't a manager available to talk to for over 24 hours? Then when we spoke to a manager we were lied to told you don't go north of Cheyenne WY so when we asked if they go to WA, ND we were told yes so we asked why she lied. I am still waiting for that answer. Is it considered "friendly, helpful & Patient" to lie to your customers and have no reason why? It outrages any human when one talks to them like they are below them like they are is.
2.) My husband with an injured back from a car accident helped load the truck. Why? So they would be out at a reasonable time. Is 11:30pm a reasonable time? My neighbors on Missouri street would say not. We also appreciate the trash the movers left on the property. Is that how you respect your customers?
3.) We never got a call to organize a delivery date. [redacted] called on June 17th to arrange a date. That is when we were informed it was in route and was to be here on the 19th. He said our daughter was still in recovery in CO and I was not able to travel, and he had to work. They rescheduled with no problem, no mention of additional fees. To make situation worse on the 18th the driver calls says he will be there on the 19th. Why wasn't the driver informed? Two days wasted travel on the company not the customer.
4.) [redacted] stated June 23rd-June26th week days there would be someone available for the Drop off. It wasn't dropped off till the evening of the 27th Saturday. We had to call to get the date and time so we could arrange our schedule. Again there was no call to us to organize ANYTHING. It was always us calling. The customers have other responsibilities, to sit around and wait three days, because that is the only range of time for drop off we got when we first called, is unacceptable. Our jobs would like to know when we will be gone. Respect your customers than you will get treated with respect treat them like is that just sit on there butts doing nothing and are always available you will make customers outraged.
4.) I would love to see the footage from the ware house considering the fact Dallas Moving Company apologized for being late due to the fact they had to re tape around almost every box because "the people that loaded your items did a horrible job." Plus I would love to see how items in plastic bins with bubble wrap and paper still had half the items broken. Big orange stickers that said FRADGILE were placed on all breakable boxes and bins. Typically after a move I am unpacked in a few days. I am still unpacking due to how overwhelming it is when every other box you open there is a broken item of 5. So please if my stuff was handled with such care Share you have nothing to loose.

5.) The late night phone call. Again not the whole story. The manager did not call [redacted] she called [redacted] was at work, lost service he called and asked me to call her. I did and I expressed it is unacceptable to call so late. Her response "I am in California, I don't take time zones into consideration." Does that sound friendly, helpful & Patient. National Moving Systems is a nation wide company why don't you take time zones into considerations when calling customers? I told her we had the money orders. That is when she went on about that she was calling to say if we don't have to money then we need to get a truck and get our items our self, this is a courtesy call. I pointed out there is no courtesy at this late hour there is no courtesy if it is financial and all financial institutions are closed this could of been handled during normal business hours, it is not courtesy after they have called us to make sure we had the money and then sent an e-mail explaining they only take MO or cash. Sorry but calling so late after already informing us via phone and e-mail for two days is harassment. Definition of harassment aggressive pressure or intimidation. Then to tell us "Well they wont unload the truck until you give them the money it is policy..." Yes I already told her I had the money look at the date on the money order. That is proof enough.
6.) Speaking about amount due. We are not happy we had to pay the 600 reasons. #1 we had 30 days free storage and we expressed when we scheduled them that we did not know when we would get our house or be ready for our items we will no know until we get to town we were informed we did not need a delivery date, however when the movers came for PA at 11:30pm they informed my husband he HAD to put the earliest date he will be in town. [redacted] explained he would have to call to set up a date. #2 Why did the driver keep driving to TX after my husband called on the 17th? Evansville to Wichita Falls is 14hrs, 2-3 day drive in a truck. #3 When [redacted] called (again we calling the company) June 22nd to get the amount we owed they gave us the amount without the 600 I got the money order, then later that night [redacted] gets a phone call saying they need and extra 600. If this is due to the delivery on the 19th mishap, why wasn't it in the account prior to [redacted] calling the morning on the 22nd? Why the sudden change? It's not that I was mad about the amount I am outraged at the ill organization making me pay for another money order, making me waste time, gas, wear and tear on my car.... to fix their mistake. Just so I could have my belongings back. REALLY is that friendly, helpful & Patient.
So yes this is the worst moving company ever. Still not owning up to what made their customer outraged. Not saying how they truly treated the customer, and not telling the full story. We hired a moving company to relieve stress from our move but this company added to the stress. It is not fair that the customer has to call to verify and check it. National Moving System had our belongings and did not treat them or us with any sort of respect. So why should we treat them with respect? Like I said they did give us $1000 off due to them being late, but that doesn't cover timed missed from work, hours spent on the phone, the extra expenses due to there billing mistake, all the broke items, or the mental strain there harassment took on our family.
Again them being late didn't upset me, what upset me is waiting over a day for a manager to call back, being lied too, treated like an is, their poor organization (big issue) and not to mention having to take so much time to call them to organize thing because they NEVER called to do so only to say we expect our money. That is what makes any customer outraged and it wasn't just once it was every time [redacted] or I would call.
I know this complaint will not do anything because clearly this is not a customer based company. The only apologies in the response was the first and last sentence the rest was speculation on why I was outraged and parts of stories that didn't mention any wrong doing by the company to the customers except the 4 hours late. It is what it is now, lesson learned we know who NOT to refer and who NOT to use.

Final Business Response /* (1000, 15, 2015/08/11) */
Greetings,
To date, you have received $1075 in compensation as a resolution to your complaints with an exception of damage/loss furniture items. We returned $75 as a resolution for late pick up. Our company did make an extensive effort to satisfy you and apologize for the inconvenience.
We received your notice of the damaged furniture in deep regret. First and foremost we would like to apologize for not being more aware of the care of your belongings. We honestly try to make every effort to protect our customer's furniture.
During the process of shipping your belongings we did try to complete this mission as safely and professionally as possible. According to our records you have declined full coverage insurance. So, if you have any missing/damaged items or if there were damage to your property then you are required to call our claims department to be compensated on those items (XXX-XXX-XXXX)

Initial Business Response /* (1000, 6, 2015/08/19) */
Greetings,
Thank you for giving us another opportunity to rectify this situation. The compensation amount the offered you was for customer satisfaction. The compensation is separate from the review. The compensation was for the hardships...

caused by our services. However, we dis request for the review to be removed or changed to reflect our willingness to rectify the the situation. Every customer that have posted a bad review was offered compensation in a monetary form as well. We are just attempting to better your experience even though we understand that the damages were already done.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agreed that I would remove the reviews only after receiving the funds as I do NOT trust your organization, and you have not followed through on your word.
I signed YOUR form agreeing to this and said again, I would ONLY remove the reviews once I was reimbursed for a small portion of my lost items. Once again, empty promises by National Moving Systems
Final Business Response /* (4000, 14, 2015/09/11) */
Greetings,
We tried to be clear as possible in regards to the compensation and removing/changing the reviews. Currently, your review still reflects a negative impact on our company. If we compensate a $1000 for your inconvenience, we thought it was sufficient to notify the 'potential' customers that we did attempt to rectify this ordeal.
Final Consumer Response /* (4200, 16, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agreed to update my replies, after I received the money, which was noted, VERY CLEARLY, on YOUR agreement.
At this point it doesn't really matter- my complaint is now one of MANY. You'll be out of business soon enough, will open under a new name, and the same [redacted] will happen.
I hope you sleep well at night knowing that you are a crook. Good luck- it'll catch up to you soon enough.

Initial Business Response /* (1000, 6, 2015/09/11) */
Greetings,
First and foremost, it is with great regret that we respond to this complaint. It is always our intent to provide you with only the best service. We extend our most sincere apologies because you were compelled to take the time to...

contact us regarding your services.
We did give notice to you that we were experiencing a high volume of customers and we were not able to pick up your belongings on the agreed date. In this case, we usually do not provide any service to the customer because we can no longer guarantee the pick up date. You agreed with our dispatch to wait for an opening time slot.
According to our terms and Conditions it states:
Shuttle service- If Semi truck cannot park within 500 feet of home or building, we will most likely have to utilize an additional smaller truck in order to safely deliver your goods. This is a minimum charge of $350.00 (for shipments smaller than 400 cubic feet or 2800 lbs) and more (for shipments over 2800 pounds).
The shuttle service charge is for a small truck rental and labor for unloading, and reloading, then unloading again. We are unable to foresee any situation requiring shuttle service until I driver physically sees the area during delivery. If it was in the estimate that other moving companies presented to you then you were aware of this charge.
Lastly, we do not ship cars. Any miscommunication between you and the car transporter must settle these matters with the company that you use. We only recommend car transporters. They are not affiliated with a full service carrier.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Let me begin by saying that [redacted] nor anyone else representing National Moving Systems ever contacted me regarding their HIGH VOLUME of customers. When the movers failed to show up on July First, I began calling [redacted] at approximately 11:30 AM and continued to call until after 4:00 PM Pacific time. I placed several calls to National 's Corporate number and each time I was forwarded to [redacted] extension even after explaining that he was not answering.
My calls to National continued throughout the day on July Second with no response until approximately 3:30 Pacific time when I received the call from their local (Seattle) agent stating that they wouldn't be there until the sixth.
When I finally got in touch with [redacted] on the July Third, he acted like he knew nothing about the situation. He said he would take care of it and would call me right back. When he did call, three hours later' he said that he THOUGHT that they were having trouble with their truck and asked if I could wait until Monday (July Sixth).
I explained to [redacted] that I had been contacted by the new owner of my former home and that she was demanding $100.00 per day rent starting on July First. Justin reassured me that this was their mistake and that I would be reimbursed by National for any expenses which I incurred due to the delay. Then and only then did I agree to wait until July Sixth. My alternative was to cancel and start the process all over with a new carrier. Since I had to agree to the current contract on June Fifth to GUARRENTEE the July First pickup date, starting over was not an option.
When the movers again didn't show on July Sixth, Justin was again nowhere to be found. He finally called oat 3:00PM to say that they would be there first thing in the morning(July Seventh).
As for the shuttle service, several moving companies responded to my request to bid my move. Each representative who contacted me, including [redacted] was made aware of the restricted turn around at the Texas location. I was careful about this as two of the carriers had asked about limited access on either end. The turnaround will easily accommodate my 42' motor home and I have had furniture delivered in single trailer simis since moving here. If everyone else included shuttle in their bid Why does National feel that they can add it to their bid.
Finally let me address the automobiles. If National does not transport autos, then they should not include them on their quotes. My quote shows a 1998 Cadillac El Dorado and a 1997 Cadillac El Dorado at $800.00 each. One of the major factors in selecting National was the all inclusive quote. I was not aware that the vehicles had been subcontracted until the transporter failed to show up on July First. When I finally spoke to [redacted] on the third he gave me the number of the transporter and said that I should deal with them direct from now on. That was the first time I was even aware of the transporters name.
I would like to mention one more thing.
After I filed the original complaint, on September Fifteenth I changed my cell phone in order to get a number in my current area code. I called [redacted] on my new number and the call went to voice mail. I hung up without leaving a message however he called back within ten minuets.
I identified myself and explained the situation. He said that didn't understand what the problem was and that he had documented all of the problems encountered during the move. He said he wasn't authorized to make refunds but he would have his supervisor call me back that day (July Fifteenth). Of course that call never occurred and now Justin, again does not answer my calls or messages.

Initial Business Response /* (1000, 6, 2015/08/06) */
Greetings,
First we want to thank you for giving us an opportunity to respond to your complaint. We will respond to your inquiry with our best knowledge. Please locate your Printed Binding Estimate, Bill of Lading, and Interstate Revised...

Estimate for review.
On the day of pick up, if there are any changes to the inventory then we must record your actual weight/volume on a Revised Written Estimate. Our Moving Consultants explain to every customer the significance of receiving an accurate inventory. We give you up to 24 hours to make changes to your inventory. Once we receive a notice before the pick up date that there are changes to the inventory, we will make the necessary changes to the inventory and give you the new price. Every customer has up to 24 hours to make changes to their inventory with our reps. This is the best moment to receive the new price instead of on the day of pick up.
On the day of pick up we conducted an assessment to measure the actual cubic feet of your household goods. The measurements were 384 cuft which is 50 cuft more than the original estimate. You were charged for the extra 50 cuft in which you incurred.
Please review the Description of Additional Items on the Interstate Bill of Lading. There you will find the extra items that caused an increase of the bill.
In the moving industry must have authorization from the customer if we take a payment over the phone. This process requires the customer to fill out the authorization form and return to us along with a copy of your i.d. and credit/debit card.
Please notify your bank immediately if you're a victim of credit/debit card fraud. Our records show that we have only charged your card once.
The shuttle service charge is for the workers. The extra labor that is required to transfer your items to another truck and then into your home is the reason behind the extra charge. In addition, the cost of the truck. In your Prinding Binding Estimate it states the following:
Shuttle service- If Semi truck cannot park within 500 feet of home or building, we will most likely have to utilize an additional smaller truck in order to safely deliver your goods. This is a minimum charge of $350.00 (for shipments smaller than 400 cubic feet or 2800 lbs) and more (for shipments over 2800 pounds).
We make extensive efforts to protect our customer's belongings but there are cases when items do get damaged or lost for various reasons. This is why we make sure our customers our covered under our liability coverage to ensure they are compensated. According to our records you have declined full coverage insurance. So, if you have any missing/damaged items or if there were damage to your property then you are required to call our claims department to be compensated on those items (XXX-XXX-XXXX). The procedures for compensation are in writing at the bottom of the Terms and Conditions in the Estimate that you provided an electronic signature for. If you have homeowner's insurance or renter's insurance, you are permitted to use these in addition to what we cover.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response does not address my comments regarding their poor customer service and misrepresentation of their business therefore I do not accept their response.
I am currently filling out the claims information, although I think it is a fishy when you say it is "our claims department" in your response when supposedly this is a different company.
In regards to your response: "In the moving industry must have authorization from the customer if we take a payment over the phone. This process requires the customer to fill out the authorization form and return to us along with a copy of your i.d. and credit/debit card." If this is true than no copy of my identification was asked for or required.
Final Business Response /* (4000, 18, 2015/09/11) */
Greetings,
A driver calling you will depend on the nature of the call. If we need to notify the customer of their delivery then we would have the driver call because he/she will be conducting the delivery process.
We did not provide a resolution because we do not see where we were in breach of contract.
Final Consumer Response /* (4200, 20, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No resolution has been offered. Again, National Moving Systems presented false advertising multiple times, however in their Revdex.com responses they do not propose any resolutions for their deceitful advertising.
For example they claim "all our moves are done with only National Moving Systems trucks and employees." This is a lie as they outsourced part of my move to [redacted] Co. I never signed any contract to work with this company however my move was partially handled by them.
In addition, National moving systems claimed "Be an educated consumer, only consider quality moving companies with no online or Revdex.com complaints," however National Moving Systems had part of my move performed by [redacted] which is a company that has a terrible track record with the Revdex.com and consumers.
Also, they claim "National Moving Systems is committed to providing a superior moving experience to our customers as we continue to strive to be the very best in the industry." This is a lie as I had a horrible moving experience and I could not even reach customer service at times, received excuses about not being able to receive my emails, and when I left messages I received no return calls. They have displayed no commitment to resolving any issues during my move, nor any concern for my moving experience.