Original Moving & Storage, Inc.

Customer was charged a $100 deposit on 09/09/2016,That $was deducted from the total bill on the day of the move.(please see attached bill of lading).An additional $was credited to the customers credit card on 09/14/,as a courtesy after customer called and complained regarding the charges.Original moving charged the customer for the time it took to complete her job,plus packing supplies we provided to protect her items while they are sitting in storage.Packing supplies are an additional fee,customer had the option to pack and protect her items herself to avoid additional fees.She obviously left the work for the movers she should be responsible

TO WHOM IT MAY CONCERN:
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.
Customer chose her friend *** to meet the movers on the day of the moveon her behalfThis is something that she never even bothered to tell us ,Original Moving was not aware that you will not be thereAfter speaking with my guys and carefully reviewing the contract, isee that the guys gave *** a revised written estimate which shesigned.(please see attached revised written estimate)
The revised basically calculated packing supplies needed inorder to protect your items plus additional labor time to preformpacking services.The movers packed your items, loaded the truck and drove to thestorage facility which was approx minutes away.They unloaded several items as per ***s request ,continued drivingto the final destinations approx minutes to complete theunloading.You were charged for the total hours it took us to complete the jobplus the travel time and fuel fee that is indicated in your order ofservice.you were also charged for supplies that the movers providedyou in order to protect your items while they will be sitting instorage.Customer cannot leave someone in charge and then say I do not agree to thecharges,That person was sent there on behalf of her therefore youshould be fully responsible.As a curtsy I refunded a $back to your credit card.Thanks
Increase in the price of the Move: The customer received a quote based on the average size of a br ,moving about a mile away.Our estimate clearly states that local moves are charged by-the-hour and only for the hours required to service each move (and of course the materials and any services necessary to perform the move). It further explains that an estimate is strictly an estimate and based on an average size of a home.
Our Foreman reviewed the entire shipment and executed a Revised Estimate to include any additional volume and/or services which would change the price of the move. At this point the customers had choices:
The customers chose to instruct the movers to pack and ship all of their items agreeing to pay for all the services they needed. Our movers complied.
Size of Truck: We dispatched a truck which would have easily accommodated the originally estimated amount of space (plus a minimum of 10% more). The size of the truck is not the concern as the movers would make as many repeat trips as are necessary to provide this customer with a successful move.
Packing/Materials: When the Forman reviewed the household he estimated that the customers would require packing materials and labor services They presented the customers with a packing and materials sheet listing the materials needed and their applicable price. The customer agreed to the charges to which their signature attests. We do blanket wrap items which can be wrapped. This is done without an additional charge to the customers
Loss/Damage: The customer was referred to our claims service provider *** to file a proper claim as required by the law. The customer was assigned a unique claim id of *** and was sent login information on 08/09/to file a claim onlineUp to date no claim has been received. Once the claim is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law. For further assistance with filing claims you may contact *** directly at ###-###-#### or online at ***
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.
hy here

Customer was charged a $100 deposit on 09/09/2016,That $was deducted from the total bill on the day of the move.(please see attached bill of lading)An additional $was credited to the customers credit card on 09/14/,as a courtesy after customer called and complained regarding the chargesOriginal moving charged the customer for the time it took to complete her job,plus packing supplies we provided to protect her items while they are sitting in storagePacking supplies are an additional fee,customer had the option to pack and protect her items herself to avoid additional fees.She obviously left the work for the movers she should be responsible

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Original Movers claims I could have saved the money on packing supplies by packing the items myselfEvery single item WAS packed in boxesThe only supplies they used were bubble wrap and plastic to cover the furnitureI would assume that the things that they use to protect furniture should be included in the price I was quotedEither way, I never approved any additional costs for moving supplies
I do accept that they gave me an extra 100$ back after I complainedI had not seen the actual bill yet so I had not realized that they had actually charged me 1275.75$ (for the job they had quoted me at $660).
They also claim that they charged me for the length of time it took them to do the jobThis is not exactly trueThey charged me for an hour of driving for them to get back to the office AFTER THE JOB WAS DONE.
I want to make sure that any potential customers know that when they are given a price over the phone by this company that they should not trust it at allThey do the bait and switchOnce they have done the job, they tell you it costs DOUBLE what they had told you in advance.
Regards,
*** ***

[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:
Original Movers claims I could have saved the money on packing supplies by packing the items myself. Every single item WAS packed in boxes. The only supplies they used were bubble wrap and plastic to cover the furniture. I would assume that the things that they use to protect furniture should be included in the price I was quoted. Either way, I never approved any additional costs for moving supplies. I do accept that they gave me an extra 100$ back after I complained. I had not seen the actual bill yet so I had not realized that they had actually charged me 1275.75$ (for the job they had quoted me at $660).  They also claim that they charged me for the length of time it took them to do the job. This is not exactly true. They charged me for an hour of driving for them to get back to the office AFTER THE JOB WAS DONE. I want to make sure that any potential customers know that when they are given a price over the phone by this company that they should not trust it at all. They do the bait and switch. Once they have done the job, they tell you it costs DOUBLE what they had told you in advance. 
Regards,
[redacted]

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.  Names of Our Company:  Our company does not operate under 4 different names in order to avoid bad reviews on [redacted].  We have companies which have dba names, but never to “dodge our complaints”.  Original Moving prides ourselves in customer satisfaction, therefore, we do not have but 3 complaints ever which we could not settle before they escalated to the point of the customer filing a formal complaint.  Increase in the price of the Move:  The customer submitted an online request for a quote based upon the number of bedrooms in their house.  It was not that our estimator would not take their list.  Our estimate clearly states that local moves are charged by-the-hour and only for the hours required to service each move (and of course the materials and any services necessary to perform the move).  It further explains that an estimate is strictly an estimate and based on an average size of a home.  Upon arrival to the origin the customer’s household was much larger than what was anticipated.  Our Foreman reviewed the entire shipment and executed a Revised Estimate to include any additional volume and/or services which would change the price of the move.  At this point the customers had 3 choices:  1) They can tell the movers that they wish to cancel the move.  The movers will then unload any items which may have been loaded onto the truck.  The customer then forfeits any deposit paid and will be charged for any expenses due to the dispatch of the crew, their labor, the materials for packing (if any of these are applicable) , etc. 2) They can tell the movers to stop loading any more items when the reserved space is filled and the originally estimated number of hours has been utilized.  This means that the price will remain the same as there have not been any changes to the requirements for the move.  This also means that the customer then is responsible for the transport of any additional items which would have increased the price of the move; even if the entire inventory list is not loaded (due to the size and shape of the customer’s items prematurely filling the reserved space). 3) The customers will review the new Revised Estimate which is a more accurate reflection of the volume they will need in the tractor trailer and the time it may take to perform the move, they will make the decision that they want ALL their items packed and shipped by the carrier and they agree to pay the price to do this.  If this is what the customer wants to do they will sign the Revised Estimate, which cancels out the original estimate, and instructs the movers to continue with their entire move and all the services they require to successfully provide them with a complete move. The customers chose to instruct the movers to pack and ship all of their items agreeing to pay for all the services they needed.  Our movers complied.  Size of Truck:  We dispatched a truck which would have easily accommodated the originally estimated amount of space (plus a minimum of 10% more).  The size of the truck is not the concern as the movers would make as many repeat trips as are necessary to provide this customer with a successful move.  Packing/Materials:  When the Forman reviewed the household he estimated that the customers would require packing materials and labor services.  They presented the customers with a packing and materials sheet listing the materials needed and their applicable price.  The customer agreed to the charges to which their signature attests.  We do blanket wrap items which can be wrapped.  This is done without an additional charge to the customers.   Loss/Damage:  The customer was referred to our claims service provider CSI to file a proper claim as required by the law.  The customer was assigned a unique claim id of 46441 and was sent login information on 08/09/16 to file a claim online. Up to date no claim has been received.  Once the claim is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law.  For further assistance with filing claims you may contact CSI directly at ###-###-#### or online at [email protected] . 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.

TO WHOM IT MAY CONCERN: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.  Customer chose her friend  [redacted]  to meet the movers on the...

day of the moveon her behalf.This is something that she never even bothered to tell us ,Original Moving was not aware that you will not be there.After speaking with my guys and carefully reviewing the contract, isee that  the guys gave [redacted] a revised written estimate which shesigned.(please see attached revised written estimate)The revised basically calculated packing supplies needed inorder to protect your items plus additional labor time to preformpacking services.The movers packed your items, loaded the truck and drove to thestorage facility which was approx 40 minutes away.They unloaded several items as per [redacted]s request ,continued drivingto the final destinations  approx 10 minutes to complete theunloading.You were charged for the total hours it took us to complete the jobplus the travel time and fuel fee that is indicated in your order ofservice.you were also charged for supplies that the movers providedyou  in order to protect your items while they will be  sitting instorage.Customer cannot leave someone in charge and then say I do not agree to thecharges,That person was sent there on behalf of her therefore youshould be  fully responsible.As a curtsy I refunded a $100 back to your credit card.Thanks Increase in the price of the Move:  The customer received a quote based on the  average size of a 2 br ,moving about a mile away.Our estimate clearly states that local moves are charged by-the-hour and only for the hours required to service each move (and of course the materials and any services necessary to perform the move).  It further explains that an estimate is strictly an estimate and based on an average size of a home.    Our Foreman reviewed the entire shipment and executed a Revised Estimate to include any additional volume and/or services which would change the price of the move.  At this point the customers had 3 choices:    The customers chose to instruct the movers to pack and ship all of their items agreeing to pay for all the services they needed.  Our movers complied.  Size of Truck:  We dispatched a truck which would have easily accommodated the originally estimated amount of space (plus a minimum of 10% more).  The size of the truck is not the concern as the movers would make as many repeat trips as are necessary to provide this customer with a successful move.  Packing/Materials:  When the Forman reviewed the household he estimated that the customers would require packing materials and labor services.  They presented the customers with a packing and materials sheet listing the materials needed and their applicable price.  The customer agreed to the charges to which their signature attests.  We do blanket wrap items which can be wrapped.  This is done without an additional charge to the customers.   Loss/Damage:  The customer was referred to our claims service provider [redacted] to file a proper claim as required by the law.  The customer was assigned a unique claim id of [redacted] and was sent login information on 08/09/16 to file a claim online. Up to date no claim has been received.  Once the claim is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law.  For further assistance with filing claims you may contact [redacted] directly at ###-###-#### or online at [redacted] . 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.  hy here...

[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:It's not about the money anymore, it is done and over with. There was miscommunication about price and the amount of time that was estimated on both parties. However the  customer service that I received on  August 2nd from Jennifer and Mr. E was unprofessional and rude. The "great customer service" that I  got was having both of them raise their voice at me during our  phone conversation. Instead of letting me talk, they kept  interrupting me saying that I was not understanding.  They treated me like an it. Moving is very stressful and i will say that I got upset and raise my voice back at them as well. However i'm  the customer. There is a huge different between the two. Customer service is all about  having an understanding  where the customer is coming from and calming  the situation down. They unprofessional behavior made it worst, They could have easily resolved the situation right there and then,
I have worked in customer service and have seen my share of upset customers for the past 5 years, and never experience anyone on the front line raise their voice backt.  I don't expected an apologize from them, seeing how they run their business. I will not be referring them to anybody. 
Regards,
[redacted]

From: Elizabeth P[redacted] <[redacted]@[redacted].com>Date: Tue, Aug 9, 2016 at 10:20 AMSubject: Contract for complaint #[redacted]To: [redacted]@myRevdex.com.orgDear [redacted],Thanks for speaking to me. Here is the requested documentation.Regards,Beth P[redacted]

To whom it may concern,I am replying to the complaint made by [redacted]. Please review our side of the story.
[redacted] called our office while shopping around for moving estimates. Since she had a very small move, I had mentioned to her that we require a minimum of 2 hours of...

labor, one hour of travel time, and a $35 fuel and mileage surcharge fee. Total minimum charges would be $365.00. [redacted] indicated that she was still shopping around with other companies and I had advised her to make sure she compares apples to apples and be aware of companies that would add hidden fees. [redacted] did not understand that the total of $365.00 would give her only 2 hours of labor, one hour of travel time, and a $35 fuel and mileage surcharge fee, and therefore thinks she was charged incorrectly. Since it is only an estimate, if we need to work longer, [redacted] would be liable for that time. The movers started working at 9:12 a.m. and finished by 12 p.m.. The movers provided [redacted] with 3 hours of labor, therefore her total was higher than her estimate. She was charged for 3 hours of labor, one hour of travel time, and a one time $35 fuel and mileage surcharge fee. On the day of the move while speaking with Sabrina, I had tried to explain to her that the move took longer than the estimated 2 hours of labor, therefore she was billed an additional hour, but she didn't understand. Original Moving did not add any hidden fees like [redacted] claims. Original Moving only charged for the time our movers had provided labor for. 
The poor customer service behavior [redacted] claims is basically answers to the questions that she did not want to hear. We feel that Original Moving provided [redacted] with great service at a great price. We do not find any reason to refund [redacted] the $100.00 she desires. 
Please find the attached initial estimate and the actual contract from the day of the move.
Thank you,
Jennifer

Review: I hired original moving and storage on July 13th to help me move from Alexandria, VA to Arlington, VA. I spoke to Jennifer, who quoted me the price of $365 with no hidden fees.. While we were talking, I mention that I was still shopping around and that I would back to her. She instantly told me to watch out for other companies as they tend to hide fee at the end of the moving day process. After shopping around, I decided to go ahead and go with them, seeing that Jennifer sounded very honest on the phone. I called and set up my moving day for August, 2 2014

Moving day came and everything was going smoothly. The movers were excellent. They were very polite and made sure that they didn't break anything. When everything was finished, the mover called the headquarter to help him complete the paperwork. As his was talking to Mr. E (manager?) on speaker phone, I heard the price go up to $420- $470, They added another hour for moving from one place to another. I was never told this on the phone ( a hidden fee). I got upset and overtook the conversation, saying that it was supposed to be $365. Mr. E, who was rude to me went back and forth. I asked for Jennifer seeing that I was getting no where. Jennifer, instead of being understanding and nice was also very rude to me. I ended up paying a total of $465, which including a $100 security deposit. Even if I was wrong and mistook what Jennifer told me on the phone while making the arrangements, I felt that I was spoken rudely and that I was dumb,Desired Settlement: I would like the person in charge, (not Jennifer or Mr. E) to call me and apologize for the poor customer behavior that I encountered and to be refund the additional $100 that I ended up paying for.

Business

Response:

To whom it may concern,I am replying to the complaint made by [redacted]. Please review our side of the story.

Review: We had contracted with Original Moving & Storage to move our belongings from a 1BR apartment in the District of Columbia to a 3BR condo in Silver Spring on July 13, 2013. We had used Original Moving & Storage for our previous move in June 2009 and were happy with the prior service -- and happy to be supporting the local economy by using a local company.

On July 12th, I received a phone call from [redacted] from Original Moving & Storage requesting that we move up our move-out time the following morning from 10 am to 8 am. This was to accommodate a move that was scheduled on the 12th that the movers weren't able to complete. We compromised and said Original Moving & Storage could arrive at 9 am. When the movers arrived -- a man named [redacted] was the team leader, with two other men -- they walked through our apartment expressing frustration: sighing and groaning about how much stuff we had to move. [redacted] said it would take more than the six hours we were quoted.

The team began moving our things haphazardly -- loading boxes and furniture together on the dolly instead of packing all the boxes into the truck first. This was problematic because when the team unloaded at the new unit, they placed boxes in the areas where large furniture items were supposed to go. Ultimately this resulted in us having to move furniture and boxes throughout the apartment again and again in order to properly arrange the furniture. This was especially frustrating because the whole reason we hired a moving company was so that we would not have to move items ourselves. We paid for the moving service and then were forced to do it again ourselves. Further, boxes that were marked "Fragile: Barware" were stacked underneath boxes of books. Boxes that were marked "OFC" (office) were found in the living room. Automotive grease from the truck was tracked onto our new carpet and down the stairs. The same automotive grease was smeared along the side of our queen mattress and full futon cover. The queen box spring was also torn. As we unpacked, we found several glasses and other fragile kitchen items shattered, broken, and cracked. We genuinely feel Original Moving & Storage were careless with our belongings.

We also feel that [redacted] and his team took advantage of our time. The 1BR apartment was packed into the truck by 12:30 on July 13th. It had taken them just over three hours to load the truck -- this made us hopeful that they would be able to unload the truck in a similar amount of time, perhaps only taking one extra hour more than we were quoted. [redacted] told us that they would meet us at the new unit, and that they were going to stop for five extra minutes to go through a drive through to get some lunch. We said this was fine. While we arrived at the new unit by 1:00 pm, [redacted] and the two other movers did not arrive with the truck until between 1:45 and 2:00 pm. The men worked for the next hour unloading. Then, from 3:00-4:00 pm the three men sat in the moving truck laughing and drinking bottled water. During this hour, they only carried in the stained futon cover, two bookshelves, and three boxes of books. When I walked out to the truck to ask if everything was okay, [redacted] told me they were taking a break because it was too hot. When I asked if they would be finished by 5 o'clock, which is the time he used to calculate my price, he said yes, that all they had left to move were the ten-or-so boxes left on the truck's tailgate. The team from Original Moving & Storage were finished with those boxes by 4:20, though I was charged for labor until 5 pm. Between the long lunch hour the three men took and the hour they spent taking a break in the truck, two hours of time were wasted -- though we were charged for them. I was upset by this because I had agreed to move an hour earlier to accommodate Original Moving & Storage's schedule and, rather than using that extra time, I felt the three movers worked especially slowly just to bill us for as long as they could.

Before Original Moving & Storage left our home on July 13th, I showed [redacted] the automotive grease stain along the side of our futon cover. [redacted] apologized for the stain and told us his mother owned a dry cleaning company and she would be able to remove the stain. [redacted] offered to take the stained futon cover with him so that he could bring it to his mother's dry cleaners on Monday, July 15th and return it to us by the end of that week, which would be Friday, July 19th. We agreed to this plan as a way to resolve the issue, and gave [redacted] the stained futon cover. [redacted] also let us know that he already called his boss about the stained cover and informed him/her that he would be taking care of the cleaning. [redacted] said he lived in the neighborhood and would have no trouble dropping off the cleaned cover. [redacted] also provided me with his cell phone number so that I could be in touch with him (###-###-####).

We did not receive any communication from [redacted] or Original Moving & Storage throughout the following week. I then called [redacted]'s cell phone during the weekend of July 19-21 to ask him about the status of the futon cover. He said he had been outside of Maryland and was not able to take it to his mother's dry cleaner. I informed [redacted] that we would be out of the country from July 22-31, but he could drop it off with my mother-in-law, who would be staying at our home while we were away. [redacted] said he would do this.

When we returned from abroad on July 31st, [redacted] had not dropped of the futon cover or communicated with us in any way. On August 8th, I called Original Moving & Storage to make them aware of the situation. The man who answered the phone took my name, phone number, my estimate #[redacted], and told me he would figure out what's going on and call me back the following day -- I never received that phone call. Also on August 8th, I called [redacted] directly on his cell phone. He told me he had been out of touch for so long because he had lost my phone number and he didn't have a copy of the contract with my information. He said he had stopped by our house but we were not there. He asked me to text him my home number because he was driving as we were talking and he couldn't write it down. He said he would call me back to tell me when he would deliver the futon cover.

On August 12th I received a text message from [redacted] stating: "Hey [redacted] is [redacted] I am on vacations I try to go with the futon cover soon is possible." It is now August 28th and we still do not have our futon cover -- either stained or cleaned.Desired Settlement: A refund in the form of a credit on the charge card used for a minimum of two hours of labor ($238). Replacement of one green, microfiber full-size futon cover or funds to cover a replacement ($100). Funds to cover replacing, repairing, or cleaning the following damaged goods: queen mattress stained with automotive grease, futon cover stained with automotive grease, carpet on stairs stained with automotive grease, queen box spring torn, 4 glasses shattered, bowl and mug broken, 4-in-1 grill foot cracked off ($200). A written apology.

Business

Response:

To Whom It May Concern: