O'Brien's Glose Moving & Storage

In response to the complaint filed against O'brien's, - Our Salesman went out and did an estimate which included an inventory of all of the items the shipper showed him as what was to be rmoved. On the day of the move two trucks were sent out, one was a straight truck which was more than large...

enough to move the amount of items that were estimated and the other vehicle was a cube van solely for the purpose of transporting personnel. The customer added many more items well outside and above of what was shown to the salesman as there were many items moved that were not listed on the inventory the salesman had done at the time of the estimate. Not only did our crew fill the large turck, but they also filled the smaller truck. The customer did send me pictures of what was left behind in the garage and the majority of what was left were items that were not packed or were flammable/combustible/corrosive containers which we cannot legally move.We could not send someone until the following week because it was our peak season and every truck and man was dedicated to do other jobs. When the shipper insisted she wanted to be reimbursed $150.00 for renting a truck to move the remaining items themselves, I explained to her that not only were the majority of the remaing items things that we could not legally move, but had we been able to come back out, we would have had to charge her to do so, and that charge would have cost her far more than $150.00 rental fee she was asking for.
That is how we left it and we had not hear anything else from this customer since June of 2013.
Thank you for your time.
[redacted]
Claims Manager
O'Brien's Moving & Storage
###-###-#### ex [redacted]

[redacted],
This is in response to the complaint filed against O'Brien's Moving & Storage.  We moved [redacted] on 3/26/14 and delivered her goods on 4/2/14.  We were unaware of any damages after we completed the move. Nothing was ever mentioned to our driver at the...

delivery and nothing was noted on her paper work that [redacted] signed the day of the delivery. Our driver Edward H[redacted] has been with our compnay for upwards of 25 years. He stated to the claims adjuster that he did not damage her floor and does not remember anything about a toaster oven.  This was a interstate move which means that all claims must be processed with our corp.  office. We are an agent for [redacted] Van Lines as such the claim was sent to them to handle. Please find attached to this letter all corespondence pertaining to this claim. If you read the documents attached you can see that most of her claims were declined. Due mainly to the fact that she never claimed any damage on the day of delivery and many of the items were packed by owner, which we can not assume liability for.   Based on what our driver has told us reguarding the move, we do agree with the response from our corp office. [redacted] was provided with information to pursue an arbitration program as an option to her claim. As of this date I am not aware if she in fact contacted that department or not.
Thank you for your time.
Aurora * A[redacted]
Acoounting Manager
O'Brien's Moving and Storage

[redacted],This letter is in response to the complaint issued against O'Brien's Moving & Storage.  Our agency picked up [redacted]'s items and brought them to our warehouse. We then had a driver from another [redacted] agency pick them up and deliver them to her home in [redacted], Mich. and also...

pick some items up in a mini storage that the customer had another mover, move into her storage unit. Unfortunately [redacted]'s shipment had damage. The customer chose to take the optional insurance on this move.She took $100,000.00 worth of coverage. She also had a choice to take a $0.00 dollar deductible, $250.00 or a $500.00 dollar deductible. she choose the $500.00 option.  This move is a out of state move, so any claims must be handled by our corporate office in Chicago, [redacted].  I have attached all papers concerning this claim, and as you can see [redacted] was paid for the damage to her move. [redacted] also sent out a repair firm to fix many items.  [redacted] denied some of her claims because those items were not mentioned at time of delivery. We are sorry that [redacted]'s move did not go as smoothly as we would have liked, but we did honor her claims and she has been paid for the damage. Thank you for your time if you need any further information on this move please contact me at 610-391-8300 ex 303 , or my email [redacted] .  Please let me know if the attachment does not open and I can send to you in an email. Sincerely,Aurora * A[redacted]Accounting ManagerO'Brien's Moving & Storage

[redacted],This is in response to the complaint filed against O'Brien's Moving & Storage.  We moved [redacted] on 3/26/14 and delivered her goods on 4/2/14.  We were unaware of any damages after we completed the move. Nothing was ever mentioned to our driver at the delivery and...

nothing was noted on her paper work that [redacted] signed the day of the delivery. Our driver Edward H[redacted] has been with our compnay for upwards of 25 years. He stated to the claims adjuster that he did not damage her floor and does not remember anything about a toaster oven.  This was a interstate move which means that all claims must be processed with our corp.  office. We are an agent for [redacted] Van Lines as such the claim was sent to them to handle. Please find attached to this letter all corespondence pertaining to this claim. If you read the documents attached you can see that most of her claims were declined. Due mainly to the fact that she never claimed any damage on the day of delivery and many of the items were packed by owner, which we can not assume liability for.   Based on what our driver has told us reguarding the move, we do agree with the response from our corp office. [redacted] was provided with information to pursue an arbitration program as an option to her claim. As of this date I am not aware if she in fact contacted that department or not.Thank you for your time.Aurora * A[redacted]Acoounting ManagerO'Brien's Moving and Storage

Worst experience ever with this company.. Rob did the initial esitimate and was very nice and led me to believe that this was a professional company with experienced movers . Instead I had movers who took more breaks than working, asked repeatedly for me to give them items of mine and kept at it throughout whole move, and even went as far to put items to the side in case I changed my mind and wanted to give them to them. Never used TV boxes just stuffed them between other items on truck. Removed all TV cords and put them somewhere still have not found them have had to purchased all new cords for every TV and a piano Keyboard .. One mover kept laying down and taking breaks saying he was too sick to work.. They did nothing but talk bad about the company they worked for saying this " POS company won't even supply them with hand trucks and fighting over using each others hand trucks. I had one guy tell me when I asked him to take certian boxes to basement that " ask whoever brought it in I'm tired of taking [redacted] to basement" .. I bought them lunch which they took 1 hour break to eat and smoke ( which I was charged for) only to then later, when we were already 4 hours over the quoted time and I got my older father who just had surgery a sandwich , had one of movers say to me " thanks for thinking of us , we are the ones doing all the work you know" . I hadnt even eaten yet.. ON top of it we have a ton of things missing, no idea where most of the things were put, due to the fact that when asked to put things in basement I would watch them walk away and then find a area and just drop items not even go down to basement. I had one mover ask me if I had vinager to make him a drink he was cramping up. Others were yelling at each other that they were tired of this crap... Put Hutch and Beds together wrong.. Total bill came to over $1500 more than quoted when only reason we were over time is due to the lack of work being done. On top of it I called Rob to complain and was told to call office and speak to Sam in Dispatch who clearly wasnt interested in doing anything and said he would look into it and never called back this is over a week ago have now left two messages still never heard back. This was by far the worst experience I have ever had moving and I have moved mulitple times. This is just a few of the things that happened that day.. I actually had to call in other movers next day to finish the job and correctly take apart and put back togehter all the items such as Beds and Hutch... O'briens movers said to me that my floor in brand new construction house must be tilted because they couldnt get Hutch to Line up.. rather than fix what they were clearly doing wrong they forced screws into wrong holes and basically rigged it so they wouldn't have to take apart and do correctly.. Had to completley take Beds and Hutch apart next day and redo them all.

[redacted],
Please see the attached letter and claim settlement amount offered to [redacted]. As I had told you and [redacted] her claim must be handled by our corporate office once the move crosses the state line. In total she has been given $4,717.64 in claim damages. Which she apparently refuses to accept.  The most current letter sent to her is dated 10/31/14, ( a copy is attached). In the letter from the claims adjuster she was given a pamphlet for a dispute program that [redacted] participates in, if she wants to further pursue.  Although [redacted]’s move did not go well, I do think that [redacted] has provided her with a fair compensation for her damages.
Thank you for your time.
Sincerely,
Aurora * A[redacted]
Accounting Manager
O’Brien’s Moving & Storage
[redacted]

The claims office was in contact with the claimant numerous times. It was explained to the claimant that the claims process was not swift.  The claimant was contact on 12/1/15 and it was explained that a furniture repair estimate would need to be completed however due to a high volume of...

estimates it may be some time until she is contacted by the company to do the estimate.  [redacted] was contacted by the estimate company on 12/24/15.  An estimate has been made an offer for settlement will be made before 1/19/16.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:"Our agency picked up [redacted]'s items and brought them to our warehouse. We then had a driver from another [redacted] agency pick them up and deliver them to her home in [redacted], Mich. and also pick some items up in a mini storage that the customer had another mover, move into her storage unit. Unfortunately [redacted]'s shipment had damage."Obrien's agency picked up my belongings in Pennsylvania and took them to the warehouse in [redacted].  This is where the trailer was unpacked and repacked out of our site and unknown to us.  We NEVER signed any paperwork to allow this to happen.  This is where 16 boxes along with a ladder went missing and $20,000 plus in damages occurred.  The items were partially delivered to our APARTMENT in [redacted], Michigan and partially to our storage unit in [redacted], Michigan.  Our belongs showed up in an [redacted] truck.  When the door opened it looked like trash thrown inside the truck.  There was a lawnmower on top of my bedroom dresser.  It was complete criminal neglect of our belongings.  Upon delivery to our storage unit in Michigan, the driver for [redacted] left numerous furniture items wrapped in the padding and told is there was "no need to unwrap at delivery" as we could "inspect them when we move out of storage."  We at NO TIME had ANOTHER MOVER move us into our storage unit.  Also, no inspector has repaired ANYTHING and we were not PAID for any damages.  We have received payments for appearance allowances and estimated repair costs.  We have not accepted these payments and are still trying to prove all of our damages to Allied's claims department.   We are even missing important tax documents which they say nothing can be done about because no dollar value can be placed.  All our hardware to put our beds together was "lost" so my son continues to have his mattress on the floor till we can have new ones sent to us.   Packing tape was used to hold together wood bed rails, only to rip off the finish at our destination.  Oh and since the boxes were packed by owner, the company can't take responsibility for the contents?!?!?!  But they can throw the boxes and stack a lawnmower ontop of them?????   90% of our furniture was damaged due to one thing...NEGLECT and criminal neglect. This has been one of the worse customer service experience of my life. I am not looking for a scratch and dent compensation.  This has consumed many many hours of my time and patience for the past 3 months trying to sort out this mess and pick up the pieces of our life which [redacted] and Obrien's has ruined and I want to be compensated for my time and I want my money spent on this move reimbursed as well as my damaged items replaced.  I paid for a service that was not handled professionally in any way shape or form and I am NOT happy. I would love to attach the 200 photos I have of my damages, however, the site is not allowing me to do so.Regards,
[redacted]

Dec 29, 2015This is my response my [redacted]'s original complaint against us. Since [redacted]'s letter to your office We have been Working on this with him to settle his claim. Attached please find emails pertaining to this. As you can see Jeneanne G[redacted] our claims manager has been in contact...

with him and is trying to settle his claim. If you require any other information from us please feel free to contact myself by email or phone.Sincerely,Aurora A.Accounting Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: There is no resolution being offered (beyond an apology) for the outcome of the issue which ultimately resulted in a monetary loss to the consumer that derived from the misinformation admittedly provided by the representative. The email sent by the representative regarding the reduction in price was sent 30 days prior to the move. It was not a week or so as indicated in the business response. That is a gap that is more than wide enough to have realized and amended the error. It was relayed to the business several times that packing would not be necessary from day one, yet the quotes continued to reflect that service included. That is what prompted the question about price reduction, again which was a month prior to the move. I was assured by the representative that the cost of services would reduce as items were deducted from the inventory of what would end up on the truck at moving time. We would have not purged our personal belongings in an effort to save money as the business indicated that we would and we would have sought other options for a move facilitator as well. Ultimately, a false promise came at a cost to the little guy. Bottom line... The representative admitted an error on their part that resulted in a financial loss to the consumer. They should be held accountable for those losses and not simply offer an apology.Regards,
[redacted]

The customer paid $2098.25 less than the estimated price. They were given a 10% discount off of the line-haul on the first part of their move and their household items that did not fit into their new home were stored in our warehouse for less than $100.00 when they should have paid $1200.00 for...

warehouse handling and storage. The customer’s household goods were delivered to residence on Wednesday, August 10.  Many items were stored in the customer’s garage as there was not enough room in the new home. Items that did not fit in the home or garage were brought back to our warehouse for storage. A request for storage access was received via email on Friday, August 12.  The customer was then scheduled to access the stored goods on Tuesday, August 16.  On Wednesday, August 24 the customer requested to schedule a date for the stored items to be delivered into a self-storage unit.  Such items were delivered on Tuesday, August 30. The customer had filed a claim and the claims department has been in contact with the customer.  On October 6, 2016 a settlement proposal was sent to the customer which they declined to accept and did not return the release within the scheduled timeframe. The claim should be closed, however, after further review, there was one item not included on the settlement thus a new claim settlement proposal has been sent to the customer.  The customer has until November 28, 2016. The customer can then use the settlement to repair the allowable claimed items. Based on the inventory sheets signed by the customer, the missing items she notes are not indicated on the inventory sheets and therefore are not an allowable claim.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I showed the floors to the driver the day the furniture was moved in.  He and his two helpers set up beds in the bedrooms.  Floors were in excellent condition [redacted] to movers arriving.  Driver did not deny scratching or gouging the floors.I did not know when I signed the papers that it included the floors.  I also did not know when I signed those papers what condition ANYTHING was in....the driver shoved them in front of me...told me to sign them ...in a threatening manner....the driver was crude and rude.
Regards,
[redacted]

Called 10'days ago for estimate. Received a call on July 21 where they left a message stating they can come July 22 for an estimate but they were booked on the day I needed to move. Called back John and got hung up on. Received a call from their office Friday morning and got yelled at by the office. I explained if you couldn't move me on the date I needed to move why didn't you just call me and let me know. Terrible customer service. Not reliable. Now I have to start again to find movers to move me in two weeks.

[redacted],
This letter is in response to a complaint issued against O'Brien's Moving and Storage. We moved [redacted] on 2/3/16.  We have in fact moved her several times before as she has stated, and yes this time did take longer than previous moves. The movers she had on her job...

have been here for a quite a while and are very skilled and knowledgeable. I can not however make excuses for them as to why they would be complaining about how large and heavy her furniture was. Maybe they were just having a bad day. Moving furniture is not an easy job to do. It is very labor intensive and physically demanding on a daily basis.  I am sorry that her move did not go as smoothly as expected.  And we certainly would never intentionally over charge a customer. Customer's are billed on actual time for a local move. She was given an estimate for $838.86. The actual cost came to $1112.86, $274.00 over her esitmate. Our sales team tries to be as acurate as possible when costing moves. sometimes we can have unforseen circumstances that may arise during the course of a move.  As a good will gesture we will refund [redacted] $274.00 which is how much the move went over her estimate.Sincerely,
Aurora * A[redacted]
Office/Accounting Manager
O'Brien's Moving & Storage

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I showed the floors to the driver the day the furniture was moved in.  He and his two helpers set up beds in the bedrooms.  Floors were in excellent condition [redacted] to movers arriving.  Driver did not deny scratching or gouging the floors.
I did not know when I signed the papers that it included the floors.  I also did not know when I signed those papers what condition ANYTHING was in....the driver shoved them in front of me...told me to sign them ...in a threatening manner....the driver was crude and rude.
Regards,
[redacted]

Obrien’s Moving and storage process his claim base on the information provided by the customer on his claim form and what was written on the inventories.  The customer clearly wrote on his claim form the description;” contents unknown”. The unchecked off items described on the inventories were...

listed as totes and packed by owner. The customer, even after the fact on his complaint is still vague on the contents and value of what may be in the missing totes.  We believe we processed this claim in good faith with what information was available.Obrien’s Moving and Storage cannot be expected to assign values to unknown and undocumented items.

[redacted],This letter is in response to a complaint issued against O'Brien's Moving and Storage. We moved [redacted] on 2/3/16.  We have in fact moved her several times before as she has stated, and yes this time did take longer than previous moves. The movers she had on her job have been...

here for a quite a while and are very skilled and knowledgeable. I can not however make excuses for them as to why they would be complaining about how large and heavy her furniture was. Maybe they were just having a bad day. Moving furniture is not an easy job to do. It is very labor intensive and physically demanding on a daily basis.  I am sorry that her move did not go as smoothly as expected.  And we certainly would never intentionally over charge a customer. Customer's are billed on actual time for a local move. She was given an estimate for $838.86. The actual cost came to $1112.86, $274.00 over her esitmate. Our sales team tries to be as acurate as possible when costing moves. sometimes we can have unforseen circumstances that may arise during the course of a move.  As a good will gesture we will refund [redacted] $274.00 which is how much the move went over her estimate.Sincerely,Aurora * A[redacted]Office/Accounting ManagerO'Brien's Moving & Storage

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]Complaint: [redacted]
I am rejecting this response because:
I'd like to assume that **. [redacted] is thinking of a
different job that was performed by Obrien’s because his facts regarding our
job are incorrect.  There was ONE truck that came to our house on loading
day.  The driver and 2 movers all sat in the front.  This one truck
was loaded, in my opinion poorly so all the items didn't fit, which is the
crux of the complaint.  After we were informed that they couldn't complete
the loading or get another truck out that day to finish the job, my husband and
I went to [redacted] to rent a [redacted] truck.  That truck was loaded solely
by my husband for hours the night of 5/23/13.  In addition to the [redacted]
truck, both of our  SUVs were packed to capacity with what was left
behind.  
[redacted], our sales person, walked through our entire house including the basement
and attic.  I specifically asked what would happen if the movers couldn't
fit all of our items on the truck, he said that the size of the truck was
"more than enough" to handle our move.  I know what was in my
house, I know what was taken out before we moved and it is an outright lie to
say that we added anything above what was estimated, period.   A customer
should not be responsible for the incompetence of the loading or
estimate.  We are not professional movers.  We hired a moving company
and relied on their expertise when accepting the quote. 
This complaint does not include any flammable/combustible/corrosive containers,
much of which we took care of in advance.  We had no expectation of those
items being removed by Obrien’s and they made up a VERY small portion of our
total move.      Many of these items were removed and
recycled long before our move date. The truck we had to rent ourselves held
many more items that were not, in fact, illegal for Obrien’s to move, they just
ran out of room. I believe that this company makes it common practice to under
estimate a job in order to be hired and then tells the customer that they are
out of luck for any overflow (physically or monetarily)  if they don't
except a supposed solution. 
We had our move and settlement the same day.  As explained, we could not
wait until the following week for Obrien’s to move the rest of our items. 
The house no longer belonged to us by 9am on 5/24/13. 
The price of our estimate was to cover a complete move.  Obrien’s did not
complete the job, through no fault of the customer.  This is not about
$150.  It is about a company not doing the right thing to rectify a
problem.
After the first few calls on the day of the move, all of our correspondence
with this company was via email.  I wanted to make sure everything that
was said was in writing.  The first email from our sales person was very
apologetic and gives a far more honest portrayal of what happened that
day.  However, there was an implication that we were being difficult by
not accepting their "solution".  There were too many items left
behind to have loaded and moved the morning of our settlement before 9am. 
Obrien’s was being unrealistic (as they apparently were regarding our estimate)
and offered a "solution" that simply could not work.  Because
they offered this "solution", which we told them was no solution at
all, they absolved themselves from further responsibility.   I have all of
the emails that were exchanged and I am happy to provide them to the Revdex.com for
review.
Regards,
[redacted]

[redacted],
This letter is in response to a complaint against O'Brien's Moving & Storage.  O'Brien's Moving & Storage moved [redacted]. [redacted] and her husband on 9/3 & 9/4/14.  At the time of her estimate her husband meet with our sales rep. Carmen G[redacted]. Carmen went over...

the  estimated charges with her husband and also the optional purchase of insurance coverage, as he does with all customers.  Both he and [redacted]. [redacted] had the option of purchasing insurance coverage before the move loaded. the estimate was done on 8/7/14. If they chose to purchase the coverage all they had to do was call the office before the movers arrived at there residence.  Upon arrival our movers have the customer sign the paper work and sign for either the "free" insurance of .60 per pd. or purchase the coverage. I have attached 3 papers which show first the estimate, and you can see where it lists 2 options for coverage valuation and the extra cost that they would incur if they chose that.  Also attached is the Bill of Lading. The customer clearing wrote .60 per pound as her choice. In addition to that the customer also wrote Truck is completly empty and delivered without any damages.  In fact the Big screeen TV was unwrapped by our driver and **. [redacted] and was noted to have no damage.  The TV was never dropped by our movers.  [redacted]. Amortegui was not at home when our salesperson went to do the estimate. All moving details were gone over thoughly with Mr. Amortegui.  As a good will gesture we have given her a claim allowance of $54.60 which is for a shipping wt of 91 pounds for the TV.  Our claims manager has explained to her that because of the insurance she chose and the fact that she wrote no damage at delivery we are not liable for any damages, but we would give her the $54.60 as soon as she returns the claim release form that she was sent back on 9/16/14. To date we have not received this form. Thank you for your time. If you have any others questions please call me at ###-###-#### ex [redacted] or email me at [redacted] . 
Sincerely,
Aurora * A[redacted]
Accounting Manager
O'Brien's Moving & Storage