Initial Business Response /* (4000, 10, 2015/08/21) */
First, we would like to apologize for any inconvenience that the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services.
Delivery Dates: Per our...
Estimate and Bill of Lading governing this move, we have up to 21 business days from our first available date to deliver the shipment. Although we work very hard to meet our customer's requested pick-up and delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable.
Scheduling: Consolidation of shipments for tractor trailer routes is not as simple as it may sound; especially when you sporadically omit dates because you cannot be available to accept delivery. If you request delivery on a Tuesday but Wednesday and Monday you cannot accept your delivery it would be better to schedule the delivery for a window where there is no chance that delivery is attempted and nobody is available to accept. Scheduling is not determined by a customer service representative nor by the sales representatives. Once the move is booked it is transferred to dispatch to consolidate and coordinate the routes. The information about delivery is available on the estimate, the bill of lading, and the long distance form. We apologize if the representative did not properly verbally communicate this information. We have reported this issue to management who has addressed it directly with the manager over Sales. They are considering ways to improve our techniques to be more precise so there can be no misunderstandings.
We have contacted CSI our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by law. The customer was sent login information in order to file a claim online. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations.
For further assistance with filing claim the customer may contact CSI directly at XXX-XXX-XXXX or via email at [redacted]@CSIPros.org. Please provide Claim ID XXXXX when contacting CSI.
Initial Consumer Rebuttal /* (2000, 12, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Again, the reason I chose Olympia was because they assured me of the delivery timeframe that I needed. They indicated that they could deliver during a time period when other moving companies could not (they were already booked far in advance). Once I signed the contract and was awaiting shipment of my goods, it became apparent that they had no intention of delivering during my parameters! If this was the case, then I should not have been assured of delivery and I would NOT have chosen Olympia.
Also, I have not received anything from CSI so would appreciate it if that could be re-sent to my email address at: [redacted]@yahoo.com
Initial Business Response /* (1000, 5, 2014/08/01) */
We apologize for any inconveniences that our customer feels they may have experienced during their move from IL to NV. It is never our intention for our customers to be less than satisfied with our services. Please note that Revdex.com...
complaint regarding service related issues for this particular move/customer is the first notice that Olympia Moving received. Customer informed of damaged items, claim information was provided to customer and claim has been filed, CSI #XXX-XXX.
Olympia Moving & Storage serviced move for our customer, [redacted] - [redacted] commencing on 06/06/14 with delivery of shipment on 06/19/14. Please refer to attached estimate that provides detailed information regarding dates for pick up, delivery spread schedule, packing charges/services along with other significant information regarding move. Information is provided to every customer prior to move in addition to verbal confirmation; verbal confirmation regarding this specific move was completed on 06/03/14, please note that customers are also advised to update as soon as possible for any changes regarding their move, such as, inventory, packing services, personal information, etc. JM's estimate was based on 5,789 lbs/inventory, information provided to Olympia Moving by customer. On the day of move, 06/06/14, customer requested 17 additional items (please refer to p. 13 of contract) to be moved and packed that was not included on estimate and was charged accordingly (please refer to original estimate, signed/dated Bill Of Lading and signed/dated Inventory Forms). Both, estimate and contract, provide information regarding delivery spread informing "moves 1,401 - 1,900 miles have a delivery spread of 1 - 17 business days from customers first available date of delivery" (IL - NV is approximately 1,782 miles; please refer to p. 2 of estimate and p. 6 of contract, signed "Long Distance Relocation" form). ** provided 06/12/14 as first available date for delivery making window for delivery 06/12/14 - 07/07/14, customers are also informed on the importance of information that they provide to Olympia Moving and informed that they should be available to accept delivery of their shipment any day within their delivery window. Customers shipment was delivered on 06/19/14, well within delivery window (please refer to signed contract at delivery).
Customer has filed a claim with our claims department, CSI (#XXX-XXX); compensation was approved by the terms of contract and based on documents provided by claimant. In addition Olympia Moving approved $75.00 gesture of good faith to be added to approval amount. Please note that condition of any item that is packed by owner (PBO, shown on inventory forms) is unknown to moving company.
Please review attached 17 pages, estimate and signed contract. If you have any questions or request additional information, please call (XXX) XXX-XXXX x307.
Thank You,
Olympia Moving & Storage
Dependable, I would recommend them, I have no complains.
They spelled my name wrong on the bill, but other than that they worked hard and would definitely hire them again if needed.
Initial Business Response /* (1000, 5, 2014/06/17) */
First we would like to apologize for any inconvenience that the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services.
Visual Survey: Our estimators are...
dependent upon the customer to provide complete and accurate information as to their comprehensive list of items they want packed and shipped, as well as their request for services they will require to complete their move. The customer requested a non-binding estimate which means they pay for the exact weight of their shipment; no more/no less. Unfortunately, we cannot be certain of the exact weight until the truck is weighed at the weigh station. Our estimator is not a new hire. He is experienced and is usually very close on estimating customer's shipments. On the visual survey (performed on 5/8/14) the estimator allowed a very large amount of boxes which, for most moves would have been more than sufficient. Below is the list of just the boxes estimated for this move:
50 Extra Large Boxes
80 Large Boxes
80 Medium Boxes
80 Small Boxes
This is 290 boxes of various sizes! This was in addition to the extensive inventory list of their other household items the customers requested to be moved. The customers ended up with 15 pages of itemized inventory with However, the visual survey was conducted a month before the customers' move. It is very difficult to perform a visual survey for a non-binding shipment; especially a move of this enormous size. The customers were well aware that: "they will pay for the actual weight of your shipment".
Pre-Determined Weights: You can research online and find this information; brokers and carriers alike use professional software which utilizes the standard weight guide provided by the American Moving & Storage Association (AMSA). Hypothetical example: When performing the walk through the customer says they have a 6 drawer dresser. The estimator enters a dresser of like style into the system and the software gives the standard weight for that item. When the estimate is completed and all inventory has been entered the software calculates the estimated total for the shipment.
Delivery: Olympia offers the special VIP service for direct delivery and another service for dedicated truck. These are 2 services which could have been requested and paid for by the customer on the day of the move (or before) but they did not do so. Although, we do our best to accommodate our customers' scheduling requests, the logistics of the moving industry are complicated and unpredictable and do not allow for us to do so. Per our Long Distance Form it says it is estimated that the delivery could be up to 7 business days.
Uninformed: The customers state they were victim to the classic "bait and switch". This is not the case. We send our customers a copy of the estimate before the move which allows plenty of time for them to read, comprehend, ask questions, all before they sign in agreement to all of our terms and conditions. We are also glad to provide our customers with copies of the weigh tickets as well as they are allowed the opportunity to view the weighing of the truck before pickup and then after the pickup - or - they can request to meet us to view the weighing of the truck before their delivery and then immediately after. The customer was provided weight tickets. They agreed that the weight and the charges for their move were satisfactory. As a matter of fact, the customers filled out 2 customer satisfaction surveys; 1 before the move at the pickup, and the other at the delivery of their shipment. BOTH of these surveys gave our movers and Olympia as a whole an excellent rating. Everything was explained to them, the customers agreed both verbally and then signed in agreement to all the terms and verifying the information on the Bill of Lading is correct. We are including copies of the customer's shipping documents; all signed in agreement without any notations of any complaints or concerns about any discrepancies.
However, the customers are entitled to file a claim with our 3rd party claims company CSI. On 6/17/14 we sent the customers an email containing the link and instructions to file their claim. They were assigned a unique claim ID of XXXXX. Once their claim is successfully received federal regulations allow up to 120 days to process the claim and send the customers a determination. Should the customers have questions about filing their claim they may contact CSI directly at XXX-XXX-XXXX Monday through Friday 9 am to 5 pm (EST).
Initial Consumer Rebuttal /* (3000, 7, 2014/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Company has a few erroneous statements. The number of boxes listed (total 290) we what WE gave them upon initial phone call. We did not "count" the boxes. That would have been the estimates job when he showed up. He did not make any counts. He included bedroom furniture we said was not going and left off items we told him were going. The surveys were correct - we have no problem with the actual work performed in loading and unloading the truck. They were very professional and courteous. Too bad the estimator and office staff do not represent the Company in the same light. I agreed with the weights?? I was presented the slips and said this is what it was - how could I agree or disagree? Wonder hoe many of the employee loaders were on the truck when it was weighed-I think a fairly common practice? NO one ever asked me about a VIP program from the Company so I am not sure what they are referring to. For an office staff employee to insult my wife by telling her she had more boxes than when the estimator was there is insulting and unprofessional. That was not the case ALL boxes were in the house, as a matter of fact we had unused boxes when the move occurred. The estimator did a very poor job and we relied on his expertise to make our decision. He basically lied to us to get our business.
Final Business Response /* (4000, 9, 2014/06/25) */
Estimator: The estimator is there to provide an estimate of what the move would cost based on the information listed on the estimate. Any estimator would struggle when everything is scattered, it is 1 month before the move, not much is packed, when such a large amount of items are going, yet some are staying. This was a complicated estimate. Our estimator did the best he could to provide the customers with an estimate, but there were many changes and uncertainties.
Inventory List / Signing: If there were discrepancies with the items on the inventory list the customer had the opportunity to decline signing the estimate until the list is to their satisfaction, they can decide to note on the estimate the inventory list was not acceptable, or they could have called the office and discuss these concerns at any time before their move. Our quality assurance department would have made the applicable adjustments to the inventory until the customers said it was accurate and was satisfied. We have no way to know if there is trouble unless our customers inform us and offer us the opportunity to rectify the situation.
Surveys: We are pleased to hear that the customer was happy with the actual movers who performed this move. They work very hard and always need to hear positive reinforcement.
VIP Services: The customer said nobody told them about the VIP services. Again, most information is printed on the original estimate (detailing if there are variables in any of the situations for their move it will result in some change in price or change in whichever situation experienced a variable). Customers are sent this information via email before the move with plenty of time for them to review and even ask questions if they have any. We feel it is insolent to read every line on every document to customers. We trust that no customer would sign any legal document (anywhere) without complete review and understanding; especially when it pertains to money. Most everything on the documents is industry standard, and is usually utilized by a majority of carriers across the nation. There are some situations we can change a term to specifically refer to Olympia only (payment methods accepted/collection of payment/delivery time frames). The information is mostly standard, but it is information which should be read.
Payment: The customers still owe $2,190.20 for the move they were provided. Per the terms and conditions on the bill of lading as well as our applicable tariff, we are not required to release the customers' household goods until payment in full is made before the unloading of the truck at the delivery. Should the customers not pay the entire amount we are entitled to put the items in storage at the customers' expense. Then the customers would not only owe the remaining bill for their move but they would incur storage fees (at $.01 per lb) and charged by the month. However, as a courtesy we did not adhere to this policy this time. The customers' move was very large and nobody expected it to be the size it turned out to be. We did deliver and allowed the customers some time to pay the remaining balance of $2,190.20. Further, to assist the customers and show them that Olympia does appreciate our customers and will work with them when they are in an unexpected bind, management has approved a $500.00 discount to be deducted from the balance. This would mean the total left for the customers to pay is $1,690.20. Discounts are not mandatory, they are strictly a courtesy. That is a substantial amount to be reduced. We hope the customers recognize this and our efforts are not in vain.
We regret that the customers felt the need to continue their complaint with the Revdex.com. We trust that they will contact our office about this discount so that we may move forward.
Hired these folks to move a few things to St Louis for my son who is at school. Generally smooth, some communication glitches that were frustrating and one item damaged (allegedly will repair) and one item not put on truck which now they have promised to mail to him. I would say overall OK but could work on their communication line with customers, I had to chase down the status of the move and dispatcher was frazzled telling me she had "no clue" - kinda scary
Initial Business Response /* (1000, 5, 2014/02/04) */
We would like to apologize for any inconveniences Mr. [redacted] may have experienced during his move. It is never our intention for our customers to be less than satisfied with our services.
Please note that Mr. [redacted] was contacted as soon...
as we received information regarding Revdex.com complaint. We are in the process of resolving (please see attached release form). Olympia Moving is requesting Revdex.com to close complaint as we are working to resolve asap. Please call (XXX)XXX-XXXX x307 if you need additional information or have any questions.
Thank You,
Olympia Moving
First, we would like to apologize for any inconvenience that
the customer may have experienced. It is
never our intention for our customers to be less than satisfied with our
services. Delay Delivery: Per our Estimate and Bill of Lading governing this move, we have up...
to
21 business days from our first available date to deliver the shipment. Although we work very hard to meet our
customer’s requested pick-up and delivery dates, sometimes it is not always an
option for a variety of reasons which makes the logistics of the moving
industry complicated and unpredictable. Customer Service: We
regret that the customer felt they sustained such unacceptable behavior from
our staff. The matter has been reported
to management and addressed directly with the applicable departments. We thank the customer for bringing the matter
of their concerns to our attention as it helps our quality control department
avoid such future complaints. We have contacted CSI our claims service provider to
initiate a claim file for the customer and allow them to file a proper claim as
required by law. The customer was sent
login information on 12/01/15 in order to file a claim online and up to date no
claim has been received. The claim login information sent to the customer
allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through
the claims process as required by federal regulations. The customer has up to 9 months from the date
they were delivered to file their claim. This is because you can only file one claim per move and everything you
are going to include needs to be listed on that claim. You cannot add items once the claim is
filed. However, with CSI being a green
company, you can access your claim 24/7 and work on your claim, save, then
return at your own convenience instead of having to do it all at once. Since this move was an interstate move it is
governed by federal regulations which allows up to 120 days for the processing
of the claim. We regret the customer is
not satisfied with the services they have received and will offer compensation
based on our legal liability through the claims process. For further assistance with filing claims the
customer may contact CSI directly at 877-274-0074 or via
email at [email protected]. Please provide Claim ID 40475 when contacting
CSI.We regret that the customer found it necessary to file a Revdex.com
complaint, but we trust that the above explanation enables them to better
understand our position in this matter.
We had an excellent experience with Olympia Moving & Storage. The movers arrived on time, were efficient and respectful of our belongings, and the crew finished under the original estimated move time, reducing our overall cost. We would definitely use them again and would recommend them to anyone doing a move in the Chicago area!
We hired Olympia to move one 3-bedroom home to another in the West burbs. Seemed simple, but turned into an absolute nightmare. Hands down the worse company we ever dealt with in our lives. Not just moving companyany company, period!
To start, we requested someone come out to assess the move, but were told it was not necessary. Olympia could provide an estimate from experience. We said, we have a lot of stuff, best to have someone come out. No, not necessary.
To prepare for the move, we placed all boxes in the garage on separate tarps for separate rooms. We wanted each room loaded and unloaded separately. We moved all furniture to the hallway by the front door. We also have a gym, so we disassembled everything to make that move easier as well.
On move day, an undersized truck arrived with a foreman and 3-man team. We sensed trouble, as all of our items would not fit into this truck. The crew looked around, and immediately, said, "you have a lot of stuff. We can't move all these things in one truck. We need to get another truck." We thought great. We have not slept in days, and now this trouble-fine. The foreman called his office, who dispatched another truck.
In the meantime, while we dealt with the foreman, the team was in the garage loading boxes. They tossed everything into the truck haphazardly, and not according to room, as requested. The truck was loaded quickly, since everything was already staged by us for loading, and one of us, hubby, went with that team, while the other, wifey, stayed behind to wait for the 2nd truck.
At the new home, the workers raced in an out quickly and asked where does this go, and threw things around. They were instructed to put the headboard from the bed on the bedroom wall, the boxspring and mattress against that, and the frame then on top so that at least we could get the bed put together for the night. Instead, they placed everything on separate walls, put heavy furniture in front of that, and then boxes on top of the furniture.
Meanwhile the 2nd truck arrived at the old house, and the 2 movers said the remaining items were too heavy. Finally, they did take the gym, but they dropped several boxes, and broke many items. Once loaded, they left, while the original team returned to the old home. Hubby stayed behind at the new home to wait for the 2nd truck.
Once the original truck and movers arrived at the old house, trouble started. Wifey did not disclose to hubby until the next day, but the foreman kept making passes ** her. She warned him to back off, but he got angry, picked her up and kept trying to kiss her. She was able to escape, but really!
Now, back at the new house, the 2nd truck arrived to meet hubby. The movers repeated the items were too heavy, so they put everything in the garage. Hubby subsequently moved all of these items into the house alone, as well as every box and furnishing that the movers simply tossed haphazardly all over the place.
These movers left, and hubby waited for the original truck's return. It took longer than expected, but once they arrived, hubby told them to unload everything. He was upset at the amount of time involved and that everyone seemed to have difficulty lifting many items. He did not know of wifey's ordeal yet.
Once the truck was unloaded, the foreman said he would take his driver and return to the house to finish the move. He told hubby to stay behind and direct the movers where to put items. Unknown to hubby at this time, the foreman was texting wifey relentlessly, saying he had to be with her, and that he was on his way back to the house, kissy, kissy.
Hubby sensed something was wrong, so he drove back to the house in front of the truck. Once there, the truck was loaded, but the team said they could not take several items as they were working off the clock, so insurance was not in place. Due to the fact that several items remained, hubby made 20 subsequent trips in his car, over the next 3 days.
Once the dust settled from the move, we noticed almost every piece of furniture was broken, chipped or scratched. The movers did not use moving blankets, only shrink wrapped items with no other protection. Also, many walls in our new home got scratched or dented by the movers, and the entire home had just been freshly painted.
Afterwards, we complained to Olympia. They refunded $250 and said the foreman was dealt with. They instructed us to put together a list of all damages and send that to them for compensation. We followed that direction, only to be told, no, you have to file a claim with our 3rd party insurer, CSI. We complied, to include pictures, weights and descriptions of all damagesover $10,000. After 2 1/2 months, CSI emailed and denied compensation. Their reason: "We cannot assess weight by pictures." We reached out to Olympia repeatedly. They will not respond, which speaks volumes.
Bottom line, the worst company we ever dealt with. Stay away from them. The Prince of Darkness of moving companies.
Initial Business Response /* (1000, 5, 2014/10/14) */
We apologize for any inconveniences that our customer, CMT, experienced during their move from IL to [redacted] It is never our intention for our customers to be less than satisfied with our services. Please note customers shipment was...
delivered on 03/13/14. Revdex.com complaint (received on 10/10/14, approximately 7 months after delivery) regarding service related issues and damaged items is the first notification that Olympia Moving received regarding claim. Olympia Moving has since emailed information to CMT to file a claim with our claims department, Claims Service International, for stated damages. Once claim is filed and processed, any compensation due will be determined by terms of contract and based on documents provided by customer.
Please review details of move in attached 18 pages, includes estimate, signed contract (CMT signed at delivery using profanity) and email to customer. In addition, as a gesture of good faith Olympia Moving applied $75.00 credit toward balance due at delivery, as shown on Bill Of Lading and email to customer. As for customers' accusations of offensive words and name calling, Olympia Moving would never refer to any customer in that manner.
If you have any questions or request additional information, please call (XXX) XXX-XXXX [redacted]
Thank You,
Olympia Moving & Storage
Initial Consumer Rebuttal /* (3000, 7, 2014/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We actually submitted a complaint right after our move- and it is no surprise that Olympia Moving & Storage has no record of this. The people we spoke with gave us the impression that customer distress was an ordinary part of doing business for them and we were just one more irate customer with destroyed valuables to add to an ever-growing list.
Filing that complaint with them was a madding process in itself. They put you on hold long enough to make it completely clear that they have zero regard for your satisfaction or feelings and then make you wait about 5 minutes after that. Right before you lose the nerve to hang on for one more minute, you are finally answered by someone that ranges from completely dismissive to overtly hostile. Within moments of speaking with their "customer service department", it is obvious that they only get calls of this nature.
Frankly, OM&S has no clue what happened nor can they speak to the integrity of the guy who did this- the movers that made the delivery were not even employees of OM&S, just some guys OM&S pawned the job off to. I would bet with almost 100% certainty that OM&S could not even pick them out of a lineup nor know their names. I was told that some of the guys were actually locals that were hired that afternoon day to help out....
Final Business Response /* (4000, 9, 2014/10/22) */
We again sincerely apologize to our customer, CMT. As stated in original response we have emailed information to CMT to file a claim for damaged and/or missing items. Our claims department, Claims Service International, has confirmed that, as of 10/21/14, CMT has not contacted them, via email or phone, or registered to file a claim. We have again advised CMT to file a claim directly with Claims Service International and provided all contact information. If customer is having any difficulties filing claim on line, we have informed to contact (XXX) XXX-XXXX, CSI representative will be happy to assist. Please note that customer must file claim within 9 months of delivery date, shipment was delivered on 03/13/14. Once claim is filed and processed, any compensation due will be determined by terms of contract and based on documents provided by customer.
If you have any questions or request additional information, please call (XXX) XXX-XXXX x307.
Thank You,
Olympia Moving & Storage
Initial Business Response /* (1000, 5, 2015/08/04) */
Over the past two-years, Olympia has witnessed a staggering increase in repeat and referred, by word-of-mouth, business. We've been growing at record pace and truthfully enjoy assisting individuals and families relocate homes. It's a...
known fact that having all your personal belongings packed into a metal truck and moved as close as a block or as far as a coast-line is a stressful experience. We take great pride knowing that we can ensure a stress-free experience. During June of 2015, specifically the last week, a series of unfortunate events had unfolded. It began with mechanical failures and escalated to a lack of personnel. Olympia possess a fleet of sixteen trucks that are allocated specifically to local relocations; four of which had unplanned lift-gait failures and an additional three trucks which broke down and were beyond immediate repair. On June 29 three full crews didn't show up to work. Whether it was illness related, lack of energy, or any other personal reason, we were still out twelve employees. This meant that the crews which were operating that day were picking up the slack as much as possible. When the previous moves prematurely filled the truck, the customer was, unfortunately, a client that we had to cancel on. A call to the customer was made describing the situation that unfolded before us. During the last week of June, Olympia suffered from a situation it had never before been in. After cancelling on the customer, Olympia had to go on and cancel on multiple other individuals and families. Olympia Moving was completely booked until July 8 and was therefore not able to assist those cancelled on in the coming days. If the customer would ever consider using Olympia Moving in the future, we'd like to offer them 10% off a local move or 5% off a long distance move. We're very sorry to this customer and to any other clients we had to cancel on.
I just moved from an storage place where all my stuff was to an studio in Chicago. Two guys showed up and were able to move everything in just two hours. Nothing was damaged and they helped me to place the mattress, the couch and the tv stand before leaving. It's the second time I hired them and probably not the last one.
Belonging sat in storage for over a month, I did not agree to my belongings being put in storage. Delivery was past delivery time I had stated with them. Delivery: was told I would have a phone call on Sunday, did not happen. I was told I would receive a phone call 45 minutest before delivery, did not happen. When the driver finally showed up it was after 7 pm at night! Bikes were taken apart without my knowledge.
I have been sending emails to CSI(Olympia's 3rd party) claims, no one has even touch base with after almost a month. Not sure I will get anywhere with claims, but will give it another try.
Initial Business Response /* (4000, 10, 2015/08/21) */
First, we would like to apologize for any inconvenience that the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services.
Delivery Dates: Per our...
Estimate and Bill of Lading governing this move, we have up to 21 business days from our first available date to deliver the shipment. Although we work very hard to meet our customer's requested pick-up and delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable.
Scheduling: Consolidation of shipments for tractor trailer routes is not as simple as it may sound; especially when you sporadically omit dates because you cannot be available to accept delivery. If you request delivery on a Tuesday but Wednesday and Monday you cannot accept your delivery it would be better to schedule the delivery for a window where there is no chance that delivery is attempted and nobody is available to accept. Scheduling is not determined by a customer service representative nor by the sales representatives. Once the move is booked it is transferred to dispatch to consolidate and coordinate the routes. The information about delivery is available on the estimate, the bill of lading, and the long distance form. We apologize if the representative did not properly verbally communicate this information. We have reported this issue to management who has addressed it directly with the manager over Sales. They are considering ways to improve our techniques to be more precise so there can be no misunderstandings.
We have contacted CSI our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by law. The customer was sent login information in order to file a claim online. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations.
For further assistance with filing claim the customer may contact CSI directly at XXX-XXX-XXXX or via email at [redacted]@CSIPros.org. Please provide Claim ID XXXXX when contacting CSI.
Initial Consumer Rebuttal /* (2000, 12, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Again, the reason I chose Olympia was because they assured me of the delivery timeframe that I needed. They indicated that they could deliver during a time period when other moving companies could not (they were already booked far in advance). Once I signed the contract and was awaiting shipment of my goods, it became apparent that they had no intention of delivering during my parameters! If this was the case, then I should not have been assured of delivery and I would NOT have chosen Olympia.
Also, I have not received anything from CSI so would appreciate it if that could be re-sent to my email address at: [redacted]@yahoo.com
Initial Business Response /* (1000, 5, 2014/08/01) */
We apologize for any inconveniences that our customer feels they may have experienced during their move from IL to NV. It is never our intention for our customers to be less than satisfied with our services. Please note that Revdex.com...
complaint regarding service related issues for this particular move/customer is the first notice that Olympia Moving received. Customer informed of damaged items, claim information was provided to customer and claim has been filed, CSI #XXX-XXX.
Olympia Moving & Storage serviced move for our customer, [redacted] - [redacted] commencing on 06/06/14 with delivery of shipment on 06/19/14. Please refer to attached estimate that provides detailed information regarding dates for pick up, delivery spread schedule, packing charges/services along with other significant information regarding move. Information is provided to every customer prior to move in addition to verbal confirmation; verbal confirmation regarding this specific move was completed on 06/03/14, please note that customers are also advised to update as soon as possible for any changes regarding their move, such as, inventory, packing services, personal information, etc. JM's estimate was based on 5,789 lbs/inventory, information provided to Olympia Moving by customer. On the day of move, 06/06/14, customer requested 17 additional items (please refer to p. 13 of contract) to be moved and packed that was not included on estimate and was charged accordingly (please refer to original estimate, signed/dated Bill Of Lading and signed/dated Inventory Forms). Both, estimate and contract, provide information regarding delivery spread informing "moves 1,401 - 1,900 miles have a delivery spread of 1 - 17 business days from customers first available date of delivery" (IL - NV is approximately 1,782 miles; please refer to p. 2 of estimate and p. 6 of contract, signed "Long Distance Relocation" form). ** provided 06/12/14 as first available date for delivery making window for delivery 06/12/14 - 07/07/14, customers are also informed on the importance of information that they provide to Olympia Moving and informed that they should be available to accept delivery of their shipment any day within their delivery window. Customers shipment was delivered on 06/19/14, well within delivery window (please refer to signed contract at delivery).
Customer has filed a claim with our claims department, CSI (#XXX-XXX); compensation was approved by the terms of contract and based on documents provided by claimant. In addition Olympia Moving approved $75.00 gesture of good faith to be added to approval amount. Please note that condition of any item that is packed by owner (PBO, shown on inventory forms) is unknown to moving company.
Please review attached 17 pages, estimate and signed contract. If you have any questions or request additional information, please call (XXX) XXX-XXXX x307.
Thank You,
Olympia Moving & Storage
Dependable, I would recommend them, I have no complains.
They spelled my name wrong on the bill, but other than that they worked hard and would definitely hire them again if needed.
Initial Business Response /* (1000, 5, 2014/06/17) */
First we would like to apologize for any inconvenience that the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services.
Visual Survey: Our estimators are...
dependent upon the customer to provide complete and accurate information as to their comprehensive list of items they want packed and shipped, as well as their request for services they will require to complete their move. The customer requested a non-binding estimate which means they pay for the exact weight of their shipment; no more/no less. Unfortunately, we cannot be certain of the exact weight until the truck is weighed at the weigh station. Our estimator is not a new hire. He is experienced and is usually very close on estimating customer's shipments. On the visual survey (performed on 5/8/14) the estimator allowed a very large amount of boxes which, for most moves would have been more than sufficient. Below is the list of just the boxes estimated for this move:
50 Extra Large Boxes
80 Large Boxes
80 Medium Boxes
80 Small Boxes
This is 290 boxes of various sizes! This was in addition to the extensive inventory list of their other household items the customers requested to be moved. The customers ended up with 15 pages of itemized inventory with However, the visual survey was conducted a month before the customers' move. It is very difficult to perform a visual survey for a non-binding shipment; especially a move of this enormous size. The customers were well aware that: "they will pay for the actual weight of your shipment".
Pre-Determined Weights: You can research online and find this information; brokers and carriers alike use professional software which utilizes the standard weight guide provided by the American Moving & Storage Association (AMSA). Hypothetical example: When performing the walk through the customer says they have a 6 drawer dresser. The estimator enters a dresser of like style into the system and the software gives the standard weight for that item. When the estimate is completed and all inventory has been entered the software calculates the estimated total for the shipment.
Delivery: Olympia offers the special VIP service for direct delivery and another service for dedicated truck. These are 2 services which could have been requested and paid for by the customer on the day of the move (or before) but they did not do so. Although, we do our best to accommodate our customers' scheduling requests, the logistics of the moving industry are complicated and unpredictable and do not allow for us to do so. Per our Long Distance Form it says it is estimated that the delivery could be up to 7 business days.
Uninformed: The customers state they were victim to the classic "bait and switch". This is not the case. We send our customers a copy of the estimate before the move which allows plenty of time for them to read, comprehend, ask questions, all before they sign in agreement to all of our terms and conditions. We are also glad to provide our customers with copies of the weigh tickets as well as they are allowed the opportunity to view the weighing of the truck before pickup and then after the pickup - or - they can request to meet us to view the weighing of the truck before their delivery and then immediately after. The customer was provided weight tickets. They agreed that the weight and the charges for their move were satisfactory. As a matter of fact, the customers filled out 2 customer satisfaction surveys; 1 before the move at the pickup, and the other at the delivery of their shipment. BOTH of these surveys gave our movers and Olympia as a whole an excellent rating. Everything was explained to them, the customers agreed both verbally and then signed in agreement to all the terms and verifying the information on the Bill of Lading is correct. We are including copies of the customer's shipping documents; all signed in agreement without any notations of any complaints or concerns about any discrepancies.
However, the customers are entitled to file a claim with our 3rd party claims company CSI. On 6/17/14 we sent the customers an email containing the link and instructions to file their claim. They were assigned a unique claim ID of XXXXX. Once their claim is successfully received federal regulations allow up to 120 days to process the claim and send the customers a determination. Should the customers have questions about filing their claim they may contact CSI directly at XXX-XXX-XXXX Monday through Friday 9 am to 5 pm (EST).
Initial Consumer Rebuttal /* (3000, 7, 2014/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Company has a few erroneous statements. The number of boxes listed (total 290) we what WE gave them upon initial phone call. We did not "count" the boxes. That would have been the estimates job when he showed up. He did not make any counts. He included bedroom furniture we said was not going and left off items we told him were going. The surveys were correct - we have no problem with the actual work performed in loading and unloading the truck. They were very professional and courteous. Too bad the estimator and office staff do not represent the Company in the same light. I agreed with the weights?? I was presented the slips and said this is what it was - how could I agree or disagree? Wonder hoe many of the employee loaders were on the truck when it was weighed-I think a fairly common practice? NO one ever asked me about a VIP program from the Company so I am not sure what they are referring to. For an office staff employee to insult my wife by telling her she had more boxes than when the estimator was there is insulting and unprofessional. That was not the case ALL boxes were in the house, as a matter of fact we had unused boxes when the move occurred. The estimator did a very poor job and we relied on his expertise to make our decision. He basically lied to us to get our business.
Final Business Response /* (4000, 9, 2014/06/25) */
Estimator: The estimator is there to provide an estimate of what the move would cost based on the information listed on the estimate. Any estimator would struggle when everything is scattered, it is 1 month before the move, not much is packed, when such a large amount of items are going, yet some are staying. This was a complicated estimate. Our estimator did the best he could to provide the customers with an estimate, but there were many changes and uncertainties.
Inventory List / Signing: If there were discrepancies with the items on the inventory list the customer had the opportunity to decline signing the estimate until the list is to their satisfaction, they can decide to note on the estimate the inventory list was not acceptable, or they could have called the office and discuss these concerns at any time before their move. Our quality assurance department would have made the applicable adjustments to the inventory until the customers said it was accurate and was satisfied. We have no way to know if there is trouble unless our customers inform us and offer us the opportunity to rectify the situation.
Surveys: We are pleased to hear that the customer was happy with the actual movers who performed this move. They work very hard and always need to hear positive reinforcement.
VIP Services: The customer said nobody told them about the VIP services. Again, most information is printed on the original estimate (detailing if there are variables in any of the situations for their move it will result in some change in price or change in whichever situation experienced a variable). Customers are sent this information via email before the move with plenty of time for them to review and even ask questions if they have any. We feel it is insolent to read every line on every document to customers. We trust that no customer would sign any legal document (anywhere) without complete review and understanding; especially when it pertains to money. Most everything on the documents is industry standard, and is usually utilized by a majority of carriers across the nation. There are some situations we can change a term to specifically refer to Olympia only (payment methods accepted/collection of payment/delivery time frames). The information is mostly standard, but it is information which should be read.
Payment: The customers still owe $2,190.20 for the move they were provided. Per the terms and conditions on the bill of lading as well as our applicable tariff, we are not required to release the customers' household goods until payment in full is made before the unloading of the truck at the delivery. Should the customers not pay the entire amount we are entitled to put the items in storage at the customers' expense. Then the customers would not only owe the remaining bill for their move but they would incur storage fees (at $.01 per lb) and charged by the month. However, as a courtesy we did not adhere to this policy this time. The customers' move was very large and nobody expected it to be the size it turned out to be. We did deliver and allowed the customers some time to pay the remaining balance of $2,190.20. Further, to assist the customers and show them that Olympia does appreciate our customers and will work with them when they are in an unexpected bind, management has approved a $500.00 discount to be deducted from the balance. This would mean the total left for the customers to pay is $1,690.20. Discounts are not mandatory, they are strictly a courtesy. That is a substantial amount to be reduced. We hope the customers recognize this and our efforts are not in vain.
We regret that the customers felt the need to continue their complaint with the Revdex.com. We trust that they will contact our office about this discount so that we may move forward.
Hired these folks to move a few things to St Louis for my son who is at school. Generally smooth, some communication glitches that were frustrating and one item damaged (allegedly will repair) and one item not put on truck which now they have promised to mail to him. I would say overall OK but could work on their communication line with customers, I had to chase down the status of the move and dispatcher was frazzled telling me she had "no clue" - kinda scary
Very reliable, fast, friendly, amd good rates.
Initial Business Response /* (1000, 5, 2014/02/04) */
We would like to apologize for any inconveniences Mr. [redacted] may have experienced during his move. It is never our intention for our customers to be less than satisfied with our services.
Please note that Mr. [redacted] was contacted as soon...
as we received information regarding Revdex.com complaint. We are in the process of resolving (please see attached release form). Olympia Moving is requesting Revdex.com to close complaint as we are working to resolve asap. Please call (XXX)XXX-XXXX x307 if you need additional information or have any questions.
Thank You,
Olympia Moving
First, we would like to apologize for any inconvenience that
the customer may have experienced. It is
never our intention for our customers to be less than satisfied with our
services. Delay Delivery: Per our Estimate and Bill of Lading governing this move, we have up...
to
21 business days from our first available date to deliver the shipment. Although we work very hard to meet our
customer’s requested pick-up and delivery dates, sometimes it is not always an
option for a variety of reasons which makes the logistics of the moving
industry complicated and unpredictable. Customer Service: We
regret that the customer felt they sustained such unacceptable behavior from
our staff. The matter has been reported
to management and addressed directly with the applicable departments. We thank the customer for bringing the matter
of their concerns to our attention as it helps our quality control department
avoid such future complaints. We have contacted CSI our claims service provider to
initiate a claim file for the customer and allow them to file a proper claim as
required by law. The customer was sent
login information on 12/01/15 in order to file a claim online and up to date no
claim has been received. The claim login information sent to the customer
allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through
the claims process as required by federal regulations. The customer has up to 9 months from the date
they were delivered to file their claim. This is because you can only file one claim per move and everything you
are going to include needs to be listed on that claim. You cannot add items once the claim is
filed. However, with CSI being a green
company, you can access your claim 24/7 and work on your claim, save, then
return at your own convenience instead of having to do it all at once. Since this move was an interstate move it is
governed by federal regulations which allows up to 120 days for the processing
of the claim. We regret the customer is
not satisfied with the services they have received and will offer compensation
based on our legal liability through the claims process. For further assistance with filing claims the
customer may contact CSI directly at 877-274-0074 or via
email at [email protected]. Please provide Claim ID 40475 when contacting
CSI.We regret that the customer found it necessary to file a Revdex.com
complaint, but we trust that the above explanation enables them to better
understand our position in this matter.
We had an excellent experience with Olympia Moving & Storage. The movers arrived on time, were efficient and respectful of our belongings, and the crew finished under the original estimated move time, reducing our overall cost. We would definitely use them again and would recommend them to anyone doing a move in the Chicago area!
We hired Olympia to move one 3-bedroom home to another in the West burbs. Seemed simple, but turned into an absolute nightmare. Hands down the worse company we ever dealt with in our lives. Not just moving companyany company, period!
To start, we requested someone come out to assess the move, but were told it was not necessary. Olympia could provide an estimate from experience. We said, we have a lot of stuff, best to have someone come out. No, not necessary.
To prepare for the move, we placed all boxes in the garage on separate tarps for separate rooms. We wanted each room loaded and unloaded separately. We moved all furniture to the hallway by the front door. We also have a gym, so we disassembled everything to make that move easier as well.
On move day, an undersized truck arrived with a foreman and 3-man team. We sensed trouble, as all of our items would not fit into this truck. The crew looked around, and immediately, said, "you have a lot of stuff. We can't move all these things in one truck. We need to get another truck." We thought great. We have not slept in days, and now this trouble-fine. The foreman called his office, who dispatched another truck.
In the meantime, while we dealt with the foreman, the team was in the garage loading boxes. They tossed everything into the truck haphazardly, and not according to room, as requested. The truck was loaded quickly, since everything was already staged by us for loading, and one of us, hubby, went with that team, while the other, wifey, stayed behind to wait for the 2nd truck.
At the new home, the workers raced in an out quickly and asked where does this go, and threw things around. They were instructed to put the headboard from the bed on the bedroom wall, the boxspring and mattress against that, and the frame then on top so that at least we could get the bed put together for the night. Instead, they placed everything on separate walls, put heavy furniture in front of that, and then boxes on top of the furniture.
Meanwhile the 2nd truck arrived at the old house, and the 2 movers said the remaining items were too heavy. Finally, they did take the gym, but they dropped several boxes, and broke many items. Once loaded, they left, while the original team returned to the old home. Hubby stayed behind at the new home to wait for the 2nd truck.
Once the original truck and movers arrived at the old house, trouble started. Wifey did not disclose to hubby until the next day, but the foreman kept making passes ** her. She warned him to back off, but he got angry, picked her up and kept trying to kiss her. She was able to escape, but really!
Now, back at the new house, the 2nd truck arrived to meet hubby. The movers repeated the items were too heavy, so they put everything in the garage. Hubby subsequently moved all of these items into the house alone, as well as every box and furnishing that the movers simply tossed haphazardly all over the place.
These movers left, and hubby waited for the original truck's return. It took longer than expected, but once they arrived, hubby told them to unload everything. He was upset at the amount of time involved and that everyone seemed to have difficulty lifting many items. He did not know of wifey's ordeal yet.
Once the truck was unloaded, the foreman said he would take his driver and return to the house to finish the move. He told hubby to stay behind and direct the movers where to put items. Unknown to hubby at this time, the foreman was texting wifey relentlessly, saying he had to be with her, and that he was on his way back to the house, kissy, kissy.
Hubby sensed something was wrong, so he drove back to the house in front of the truck. Once there, the truck was loaded, but the team said they could not take several items as they were working off the clock, so insurance was not in place. Due to the fact that several items remained, hubby made 20 subsequent trips in his car, over the next 3 days.
Once the dust settled from the move, we noticed almost every piece of furniture was broken, chipped or scratched. The movers did not use moving blankets, only shrink wrapped items with no other protection. Also, many walls in our new home got scratched or dented by the movers, and the entire home had just been freshly painted.
Afterwards, we complained to Olympia. They refunded $250 and said the foreman was dealt with. They instructed us to put together a list of all damages and send that to them for compensation. We followed that direction, only to be told, no, you have to file a claim with our 3rd party insurer, CSI. We complied, to include pictures, weights and descriptions of all damagesover $10,000. After 2 1/2 months, CSI emailed and denied compensation. Their reason: "We cannot assess weight by pictures." We reached out to Olympia repeatedly. They will not respond, which speaks volumes.
Bottom line, the worst company we ever dealt with. Stay away from them. The Prince of Darkness of moving companies.
Initial Business Response /* (1000, 5, 2014/10/14) */
We apologize for any inconveniences that our customer, CMT, experienced during their move from IL to [redacted] It is never our intention for our customers to be less than satisfied with our services. Please note customers shipment was...
delivered on 03/13/14. Revdex.com complaint (received on 10/10/14, approximately 7 months after delivery) regarding service related issues and damaged items is the first notification that Olympia Moving received regarding claim. Olympia Moving has since emailed information to CMT to file a claim with our claims department, Claims Service International, for stated damages. Once claim is filed and processed, any compensation due will be determined by terms of contract and based on documents provided by customer.
Please review details of move in attached 18 pages, includes estimate, signed contract (CMT signed at delivery using profanity) and email to customer. In addition, as a gesture of good faith Olympia Moving applied $75.00 credit toward balance due at delivery, as shown on Bill Of Lading and email to customer. As for customers' accusations of offensive words and name calling, Olympia Moving would never refer to any customer in that manner.
If you have any questions or request additional information, please call (XXX) XXX-XXXX [redacted]
Thank You,
Olympia Moving & Storage
Initial Consumer Rebuttal /* (3000, 7, 2014/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We actually submitted a complaint right after our move- and it is no surprise that Olympia Moving & Storage has no record of this. The people we spoke with gave us the impression that customer distress was an ordinary part of doing business for them and we were just one more irate customer with destroyed valuables to add to an ever-growing list.
Filing that complaint with them was a madding process in itself. They put you on hold long enough to make it completely clear that they have zero regard for your satisfaction or feelings and then make you wait about 5 minutes after that. Right before you lose the nerve to hang on for one more minute, you are finally answered by someone that ranges from completely dismissive to overtly hostile. Within moments of speaking with their "customer service department", it is obvious that they only get calls of this nature.
Frankly, OM&S has no clue what happened nor can they speak to the integrity of the guy who did this- the movers that made the delivery were not even employees of OM&S, just some guys OM&S pawned the job off to. I would bet with almost 100% certainty that OM&S could not even pick them out of a lineup nor know their names. I was told that some of the guys were actually locals that were hired that afternoon day to help out....
Final Business Response /* (4000, 9, 2014/10/22) */
We again sincerely apologize to our customer, CMT. As stated in original response we have emailed information to CMT to file a claim for damaged and/or missing items. Our claims department, Claims Service International, has confirmed that, as of 10/21/14, CMT has not contacted them, via email or phone, or registered to file a claim. We have again advised CMT to file a claim directly with Claims Service International and provided all contact information. If customer is having any difficulties filing claim on line, we have informed to contact (XXX) XXX-XXXX, CSI representative will be happy to assist. Please note that customer must file claim within 9 months of delivery date, shipment was delivered on 03/13/14. Once claim is filed and processed, any compensation due will be determined by terms of contract and based on documents provided by customer.
If you have any questions or request additional information, please call (XXX) XXX-XXXX x307.
Thank You,
Olympia Moving & Storage
Olympia did a fast efficient move of my piano.
The receiver was thoroughly pleased with the way piano was moved in to the house.
Initial Business Response /* (1000, 5, 2015/08/04) */
Over the past two-years, Olympia has witnessed a staggering increase in repeat and referred, by word-of-mouth, business. We've been growing at record pace and truthfully enjoy assisting individuals and families relocate homes. It's a...
known fact that having all your personal belongings packed into a metal truck and moved as close as a block or as far as a coast-line is a stressful experience. We take great pride knowing that we can ensure a stress-free experience. During June of 2015, specifically the last week, a series of unfortunate events had unfolded. It began with mechanical failures and escalated to a lack of personnel. Olympia possess a fleet of sixteen trucks that are allocated specifically to local relocations; four of which had unplanned lift-gait failures and an additional three trucks which broke down and were beyond immediate repair. On June 29 three full crews didn't show up to work. Whether it was illness related, lack of energy, or any other personal reason, we were still out twelve employees. This meant that the crews which were operating that day were picking up the slack as much as possible. When the previous moves prematurely filled the truck, the customer was, unfortunately, a client that we had to cancel on. A call to the customer was made describing the situation that unfolded before us. During the last week of June, Olympia suffered from a situation it had never before been in. After cancelling on the customer, Olympia had to go on and cancel on multiple other individuals and families. Olympia Moving was completely booked until July 8 and was therefore not able to assist those cancelled on in the coming days. If the customer would ever consider using Olympia Moving in the future, we'd like to offer them 10% off a local move or 5% off a long distance move. We're very sorry to this customer and to any other clients we had to cancel on.
I just moved from an storage place where all my stuff was to an studio in Chicago. Two guys showed up and were able to move everything in just two hours. Nothing was damaged and they helped me to place the mattress, the couch and the tv stand before leaving. It's the second time I hired them and probably not the last one.
Belonging sat in storage for over a month, I did not agree to my belongings being put in storage. Delivery was past delivery time I had stated with them. Delivery: was told I would have a phone call on Sunday, did not happen. I was told I would receive a phone call 45 minutest before delivery, did not happen. When the driver finally showed up it was after 7 pm at night! Bikes were taken apart without my knowledge.
I have been sending emails to CSI(Olympia's 3rd party) claims, no one has even touch base with after almost a month. Not sure I will get anywhere with claims, but will give it another try.
I would not recommend Olympia.