Patriot Moving Group

Hello,

Ms. was informed after her pick up that she needed to pay 50% of her balance as she did not pay anything at the time of pick up in order for the goods to proceed through the delivery process. This in its self caused a delay in the delivery because payment had not be received until after 8/8/19 when the pick up took place on 7/21. Ms. also stated on her pick up paperwork that her first available date for delivery would be 8/3. Pick up payments are typically made at the time of pick up and the remainder is paid upon delivery. The goods are in transit and will be arriving this weekend. The driver and customer service will reach out to you with an update once one is available.

Hello,

After contacting the dispatcher it was communicated that your goods are to be loaded onto the delivery trailer on Monday 9/16 and then put into transit. The driver will contact you once he is in route.

Hello,

Can you please provide us with your order ID number so we can locate your file. The name you have listed here does not pull any file with our company. If you need assistance with claims we can definitely assist you but your file needs to be found and the motor carrier needs to be contacted to see if claims are completed in house or through a 3rd party claims service. Once this information is submitted you can then process your claim.

Hello,

Patriot Moving Group has a 3 page agreement that is in bold lettering and no fine print that discusses the fact that we are a broker and also goes over in detail accessorial Services and additional fees. At the time of the original booking this agreement is sent to the customer for their review and they must electronically sign this in agreement to the terms and policies. After the services are booked the customer is then sent to our verification department where all details are gone over for a second time. The customer is notified 3 to 5 days prior to their first pick up date window by quality assurance were this information is gone over a third time and the inventory and complete file is reviewed in order to have the over the phone estimate as accurate as possible. Mr Atkins originally booked his move with an inventory of 18 items / 56 pieces then during QA adjusted to 32 items / 93 pieces which of course will adjust the total of his move because he is reserving more space/labor. When our foreman arrived at Mr. location a walk through is completed and the over the phone estimate is compared to what is actually physically onsite. If a revision is necessary because of additional goods or additional services such as particular packing needs then this will be explained to the customer on site and agreed upon prior to any loading of goods. Mr. was relocating a total of 1757 miles. The estimated time frame for a move this size is between 8 and 17 days. The foreman delivered Mr. items in 11 days. This is also taking into consideration that the foreman has to follow DOT policies in reference to miles per day driven and hours per day driving and the time of year Mr. is relocating. June/July and August are the busiest time of the year for moving due to the summer season and some delays can occur. Mr. never called in the customer service department expressing any concerns in regards to price or time frames and apologize if he is not satisfied in the services rendered. His goods were picked up and delivered with in the time frames given to him. Please see the attached cc authorization forms for the original deposit and the QA deposit for changing the space reservation prior to pick up. Attached is also the signed 3 page agreement that thoroughly goes over in detail every aspect of the moving process.

Hello,

Patriot Moving Group only charged a deposit of $1002.56 and the remaining balances were paid directly to your motor carrier. Your agreement states that if you go over the original estimated volume then you are responsible for $3.78 per any additional cubic footage you are taking up. You indeed had more items and need additional services. Everything in our agreement is very clear.

Hello,

Patriot Moving Group assisted Mr. through his entire relocation process. Yes, Mr ***'s particular move had a large delay because of the location he was original picked up at and Patriot Moving Group had an issue with his particular carrier relaying different information to us. Patriot Moving Group of course was very sympathetic to Mr ***'s situation and did all we could in assisting him through this hardship. Patriot Moving Group was informed by the carrier that they would be compensating Mr. because of their tardiness and this is what was communicated to Mr. from Patriot Moving Group. After Patriot Moving Group was informed that the carrier had not fulfilled their promise to Mr. Patriot Moving Group terminated their contractual ties with the carrier and assisted Mr. in filing the appropriate dispute against the carrier.

Hello,

Patriot Moving Group assisted Mr. through his entire relocation process. Yes, Mr ***'s particular move had a large delay because of the location he was original picked up at and Patriot Moving Group had an issue with his particular carrier relaying different information to us. Patriot Moving Group of course was very sympathetic to Mr ***'s situation and did all we could in assisting him through this hardship. Patriot Moving Group was informed by the carrier that they would be compensating Mr. because of their tardiness and this is what was communicated to Mr. from Patriot Moving Group. After Patriot Moving Group was informed that the carrier had not fulfilled their promise to Mr. Patriot Moving Group terminated their contractual ties with the carrier and assisted Mr. in filing the appropriate dispute against the carrier.

Hello,
Patriot Moving Group agrees that the mover did not arrive at your house on the expected pick up dates. Our dispatch department was communicated that the driver had a mechanical breakdown and dispatch did everything possible to get another carrier out to your location. Unfortunately another driver was unavailable. Patriot Moving Group of course attempted to refund the full deposit but found that *** had charged back the total amount she had paid to Patriot Moving Group

On behalf of Patriot Moving Group we would like to extend our sincerest apologizes to Ms. Somme for any frustration that she has experienced with Patriot Moving Group. I would like to clarify that Patriot Moving Group specializes in over the phone estimates. The algorithm that we use to calculate the amount of space and weight that a customer will occupy on the truck is contingent on the information the customer provided us. We understand that some of our customers are first time movers and find it difficult to describe their inventory items to us. We do our best in asking probing questions to come up with the most accurate estimate. Our quality insurance department then follows up with every customer to go over a customer inventory for a second time. Ms. Sommers original estimate was for 286cf upon arriving at Ms. Sommers location the foreman completed a walk through and provided Ms. Sommers with a revision of about 314 cf additional because of bulky and additional items. Also upon arriving at Ms. Sommers location nothing had been packed. In turn she need an additional $526 in packing materials. All revisions are gone over with each customer prior tot he goods being loaded onto the trailer and the paperwork must be approved by the customer before proceeding with anything further. The packing included in each move is standard pad wrapping of all stand furniture pieces which includes inventory items such as sofas/nightstands/dressers/tables etc. If there are additional packing services needed then we can of course accommodate any customer. We were never communicated by Ms. Sommers that she would need such extensive packing before arriving to her location. Ms. Sommers also had an additional flight of stairs and had an accessibility issue, meaning our trailer could not fit within 75 feet of her entrance. All additional services are outlined in our agreement and this was agreed to electronically by the customer. Please see attachment.

Patriot Moving Group is saddened by the frustration the *** and *** family experienced during their moving process. Patriot Moving Group provided an over the phone estimate to our primary contact *** This estimate is based on the information and inventory items that *** provided us and agreed to a the time of booking through an electronic signature (the provided documented below). Patriot Moving Group works with a moving software called "Granot", this moving software is used industry wide by moving brokers and carriers. The software uses an algorithm that predicts the cubic footage and weight need for each individual client. Based on the information the client provides the relocation specialist. *** move was estimated to require 2,189 cubic feet and 15,324 pounds. Pack Rite Movers is the contracted carrier dispatched to service *** and ***'s move. Pack Rite informed us that upon arrival at the first pick-up location that *** had more items and boxes then were listed on the estimate. The carrier also, stated that she required an extensive amount of packing materials. Prior to starting the work, the foremen explained to *** that her price was going to increase due to the additional services and cubic footage. The foreman and *** came to an agreement on a price and the foreman began packing and loading. Ms. items occupied the entire truck and need to be off loaded into a storage facility in order to facilitate *** goods. After ***'s house was completed and moved to a local storage facility the foreman then began his route to *** residence. When leaving ***'s residence, it was very clear that we had already maxed out the cubic footage reservation. When the carrier arrived at *** residence the foreman completed a walk through comparing the estimate to what was actually no site. At that time *** decided that she would like to cancel her move because additional fees would be applied for the additional space and services. We have a very clear cancellation policy which is in the first paragraph of the agreement that was signed off on in agreement by both parties.

Patriot Moving Group Contract Pack Rite they are a trusted carrier of our and we use them frequently. We have never had a circumstance of this nature. Patriot Moving Group is a properly licensed interstate broker not a motor carrier and will not transport or handle in any way an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by an FMCSA authorized motor carrier, whose charges will be determined by its own published tariff. All estimated charges and final charges will be based upon the motor carrier's tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, Patriot Moving Group, LLC is not responsible for any acts or omissions of the moving company or its employees or agents. Patriot Moving Group, LLC is the customer's representative. These issues need to be handled directly with Pack Rite Movers whom have agreed to handle any concerns.

Hello,

The dates that were scheduled for your pick up were 7/1/19 - 7/2/19 the carrier experienced a delay which was communicated to you on 7/2/19 with an eta of 10am to 12. The driver then contacted Patriot that same day to acknowledge there has been another delay and the time frame was now being moved between 2 and 5 on the 3rd and the carrier was offering a $150 discount from your balance for the inconveniences. In regards to a delivery date we never guarantee any specific delivery date, we do however give you an estimated time frame according to your mileage and from where you are being picked up from and then delivered to. Your delivery spread is also determined from the first available date you specify on your paperwork. If you stated the first available date you can accept a delivery would be 7/25/19 then this would be the first date of your delivery window. A lot of customers misinterpret this as a guaranteed date of delivery when in fact it is used for scheduling purposes. The purpose for this section on your paperwork is because not every customer is ready before immediate delivery for whichever reason. (closing on a house, no keys, not in the destination until a certain time etc.) You are then scheduled for delivery according to this date. Once the date that you have specified gets closer than the dispatch department starts to put you onto the schedule to assign you a driver that has a route to your destination. At that point they must load the trailer to capacity with your load an all the other deliveries headed towards your location. In the case of loading the delivery trailer they must go in order from the oldest first delivery date to the most recent and sometimes it is necessary to have to wait for the next trailer with the same route to load the following customers. Once your items are confirmed loaded, then you will be notified of the driver's information and the fact that your goods are in transit. At that time, we give you an estimated time of arrival. (ETA) We cannot guarantee any dates and only give estimates because it is on a shared trailer with multiple deliveries. When you have multiple deliveries and stops there are chances of delays unfortunately. (Customer not at the delivery location, payment issues, mechanical issues, traffic, weather etc.) Throughout the process Patriot Moving Group will assist you in obtaining any updates that you need. We all understand that you have other things going on and that you must be able to coordinate around the delivery time frame to ensure that quote on quote "all your ducks are in a row" and do our best to coordinate between you, dispatch and the carrier. Once the driver gets closer to your location, he will notify you and then notify you again about an hour before arriving.

ESTIMATED PICK UP AND DELIVERY SCHEDULE: Pickup and delivery dates are not guaranteed unless the optional Premium Guaranteed Service (P.G.S.) is purchased. Standard Service (S.S.) period is up to a maximum of thirty business weekdays, not including storage time, beginning on the first date indicated as available for delivery (not the date of pickup). The date indicated as 1st available for delivery is first date of the delivery window and not the promised delivery date. Estimated delivery period is up to thirty business days from date indicated as first available for delivery. All estimated time of arrivals are subject to change depending on many factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected delays. Fees can apply if customer changes pick up dates within 5 business days of the first available pick up window.

Hello,

In regards to your request Patriot Moving Group will not be offering a refund due to all services were rendered. The only issue was the fact the foreman had a delay which in the moving industry is something can be expected especially when relocating during the months of June/July/August as this is the busiest time of year for moving due to the summer season. Ms. was issued a $150 credit from the foreman for his inconvenience. Patriot Moving Group spoke with Ms. through the entire process. During each conversation Ms. became very hostile with each representative she spoke with because she was not hearing the response she would prefer. Patriot Moving Group strives to ensure each customers satisfaction and had even scheduled a direct delivery for Ms.. Patriot Moving Group will not be issuing any other credits to Ms..

Thank you so much for providing your feed back! It was our pleasure servicing your move.

Hello ***.

Patriot Moving Group apologizes for the issues that you experienced during your pick up. At the time of booking original you are informed that his is a quoted estimate given based off the inventory pieces that you communicate you are transporting to us which we enter into a moving software that calculates size (cubic footage) and weight. We also conduct a quality assurance call 3 to 5 days prior to your first pick up date in order to be as accurate as possible int he "Estimate" One out drivers arrive on site they must by law complete a walk through of your inventory comparing it to what is on site and to what is inputted onto the estimate. If you go beyond the space (cf) reserved for you then you are responsible for the additional cost per cf or lbs according to your agreement. If any other additional services are needed then they to will be discussed with you at the pick up prior to anything being loaded onto the truck. This must be explained and gone over with you as the customer and you must sign off on the revision in agreement to any and all changes. You in fact agreed to all the revisions. In regards to payment at pick up, yes you have on your estimate that you preferred to pay with a credit card for your pick up portion. There is a processing fee associated to using a card at the pick up and if this is wanting to be avoided you also have the option to pay with cash, postal money order or a certified check from the bank. You agreed to the overages and you were sent the claims information in order to file a claim. Your damages must go through the claims process for insurance purposes.

The contract between Patriot Moving Group and *** does not state we are legally bound to move specific items. The contract states that we are agreeing to move a specific amount of cubic feet and weight for the customer. In Ms. case we agreed to move 489 cubic feet and 3,421 pounds. Based on the items provided by the customer, our moving software will provide an average of the estimated space and weight the customer will be occupying on the truck. Keep in mind this is an over the phone estimate based on the information the customer provides us. When we arrived at Ms. had double the estimated cubic feet reserved for their move. Our truck only had 550 cubic feet available on our truck. We were only able to take the items that we occupied the available space. During the Quality assurance call place to the *** family they added 173 cubic feet to their move, in additional items. Ms. claims that at the time of pick-up none of those items were present. Typically, when a customer adds items, cubic feet or weight during the quality assurance call and then retracts it because the price increases. This an indication that they will be over the space and weight reservation at pick-up. We explain to the customer that we need the most accurate inventory list that they can provide so that we can reserve enough space on the truck for there move. I've attached a copy of the signed agreement between the customer and Patriot Moving Group.

To Whom It May Concern,

We do understand that ***'s move was not executed as she desired. However, we did uphold our contractual obligations to *** as stated in the signed agreement. Upon initial booking Ms. informed us that she had 53 inventory Pieces to be moved. We use a moving software that is used industry wide by moving brokers and carriers. Our software has an algorithm that calculates approximately how much space and weight a customer will occupy on the moving truck. This is based on the information and inventory items that the customer provides us. *** was estimated to occupy 464 cubic feet and 3,247 pounds for the 53 inventory Pieces that *** informed us that she wanted to have moved. A few days prior to the move date our Quality Assurance department reach out to Ms. to confirm the inventory Pieces, at this time the inventory jumped to 65 pieces and 662 cubic feet. When a customer's inventory fluctuates then the price is subject to increase which is what happened in *** case. After sending *** the adjustments, *** quickly wanted to revert to the original cubic footage. The final estimate before pick-up came in at 48 inventory Pieces and 489 cubic feet. Upon arrival on pick-up day *** had more inventory items and cubic feet then were listed on the finally estimate. We had already warned *** the estimate is contingent on cubic feet and weight and if you do not adjust that reservation that we potentially might not have extra space on the truck for their items. We took all the items we had space for which was 500 cubic feet. We understand *** frustration and we sympathize with her situation. However, Patriot does not appreciate the threatening statement on the Revdex.com. "and I will continue to post bad reviews until they are shut down. "

Hello,

Patriot Moving Group apologizes if you were inconvenienced by the pick up and delivery time frames. Unfortunately in the moving industry delays to occur and in some situation unavoidable. When a delay occurs we are responsible for communicating with the customer about the delays which was completed in your case. When dispatching your job to the driver the original carrier we assigned to your move informed us after you had spoken to quality assurance that they no longer had availability and that we need to dispatch another carrier which was Integrated Moving Solutions. We understand you are upset about the delivery time frame. At the time of pick up 5/26/19 your paperwork has a section on it that asks you to specify what your first available date for delivery is. In your case you stated the first available date you can accept a delivery would be 5/28/19 . A lot of customers misinterpret this as a guaranteed date of delivery when in fact it is used for scheduling purposes. The purpose for this section on your paperwork is because not every customer is ready before immediate delivery for whichever reason. (closing on a house, no keys, not in the destination until a certain time etc.) You are then scheduled for delivery according to this date. Once the date that you have specified gets closer than the dispatch department starts to put you onto the schedule to assign you a driver that has a route to your destination. At that point they must load the trailer to capacity with your load an all the other deliveries headed towards your location. In the case of loading the delivery trailer they must go in order from the oldest first delivery date to the most recent and sometimes it is necessary to have to wait for the next trailer with the same route to load the following customers. Once your items are confirmed loaded, then you will be notified of the driver's information and the fact that your goods are in transit. At that time, we give you an estimated time of arrival. (ETA) We cannot guarantee any dates and only give estimates because it is on a shared trailer with multiple deliveries. When you have multiple deliveries and stops there are chances of delays unfortunately. (Customer not at the delivery location, payment issues, mechanical issues, traffic, weather etc.) Throughout the process Patriot Moving Group will assist you in obtaining any updates that you need. We all understand that you have other things going on and that you must be able to coordinate around the delivery time frame to ensure that quote on quote "all your ducks are in a row" and do our best to coordinate between you, dispatch and the carrier. Please see the clause from your agreement that discuses this and is very clear and not in fine print.

ESTIMATED PICK UP AND DELIVERY SCHEDULE: Pickup and delivery dates are not guaranteed unless the optional Premium Guaranteed Service (P.G.S.) is purchased. Standard Service (S.S.) period is up to a maximum of thirty business weekdays, not including storage time, beginning on the first date indicated as available for delivery (not the date of pickup). The date indicated as 1st available for delivery is first date of the delivery window and not the promised delivery date. Estimated delivery period is up to thirty business days from date indicated as first available for delivery. All estimated time of arrivals are subject to change depending on many factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected delays. Fees can apply if customer changes pick up dates on or 5 days before the first available pick up window.

Hello,

The delivery process was explained in our most recent reply. Your goods were never held hostage and the location and process was communicated through the entire process. Unfortunately we can not help the fact that the delivery time frame was not as quick as you had wanted but when dealing with transportation delays can occur and when moving during the summer season (the busiest time of year to relocate). You stated that your first available date for delivery was 5/29 and you were delivered on June 7th. Your items took 9 days to be delivered. According to your mileage of 500 miles the ESTIMATED time frame is 1 to 7 days. Because of unforeseen delays it was 2 days later than that estimated time frame. Patriot Moving Group rendered all services.

On behalf of Patriot Moving Group we would like to extend our sincerest apologizes to *** for any frustration that he has experienced with Patriot Moving Group. I would like to clarify that Patriot Moving Group specializes in over the phone estimates. The algorithm that we use to calculate the amount of space and weight that a customer will occupy on the truck is contingent on the information the customer provided us. We understand that some of our customers are first time movers and find it difficult to describe their inventory items to us. We do our best in asking probing questions to come up with the most accurate estimate. Our quality insurance department then follows up with every customer to go over a customer inventory for a second time. This is to ensure that we have the most accurate estimate and moving cost. After further investigation into *** move, I found that *** had 16 addition items that were not listed on his inventory list. We had 521 cubic feet reserved for *** in our truck. This is based on the size of Mr. Mullins items that he provided us on the phone with a live agent. When we arrived ***, items took up 1200 cubic feet including his additional item. All of *** items were bulky in size and were difficult to stack in the truck. Another factor in *** addition cost was that he had $250.00 worth of unpacked items that we needed to provide materials for on the spot. Calculating a customer price is consist of several different factors. The main factor in determining a customer price, is the space and weight that is being occupied in the truck. With this being said, it's understandable that *** price would increase and possibly double if he had additional cubic feet or additional items. Below I have attached a copy of the signed agreement between *** and Patriot Moving Group. Patriot Moving Group appreciates your understanding in this matter!

See Attached

On Behalf of Patriot Moving Group we do apologize for the frustration and inconvenience that *** experienced. ***'s move was scheduled for June 1st 2019, we scheduled ***'s move as second pick-up in a series of three pick-ups that were taking place on June 1st. During the first move of the day one of the foreman injured himself while moving a dresser from the second story of a customer's home. Understandably, Our foreman who physically perform the moves are only human and on occasion become injured. We explained to *** the unforeseen and extenuating circumstances, and that her move would be delayed until later that evening or at the latest until the following morning. *** immediately became enraged and demanded that we cancel her move, refund her money and she would find another moving company. We explained to her that if she would like to cancel her move, that we will do so and will not assign a new crew to her pick-up location. Furthermore, the signed agreement between Patriot Moving Group and *** does include a clause protect the Patriot from obligation to refund a customer their deposit if we can assign a new crew during a circumstance such as this one. However, the supervisor on call that weekend was so alarmed from Ms. Ferricks lack of understanding that she agreed to refund *** her full deposit first thing Monday morning when she was back in the office. First thing Monday morning (June 3rd ) *** received her entire deposit back. We can provide Further evidence of this if necessary.

Patriot Moving Group sincerely apologizes for all of the frustration the *** family has endured. I have provided Proof that Patriot Moving Group Processed *** refund first thing Monday morning on 6/3/19 when the staff returned to the office. Also I have provided a screen shot that A call was placed to *** on the day of her move 6/16/19 by the on call representative from Patriot Moving Group. *** Number is located 4th down from the first phone call listed.

On behalf of Patriot Moving Group and 8Mile Moving and Storage, I sincerely apologize for the frustration and inconvenience the Robinson's have experienced due to the delay in their delivery. At this time the carrier and the customer have confirmed with Patriot Moving Group that the ***'s items have been delivered. Moving forward we are no longer using 8Mile Moving and Storage as a trusted agent of our company. We have since sent 8Mile a termination letter, breaking the broker carrier agreement that we have with them, Due to the lack of communication, customer service and reliability that the carrier possesses. Since the *** feel as if they have had such a poor experience moving with Patriot Moving Group. We will reach out to them to arrange compensation in efforts to rectify the situation. Also, *** has since been terminated from Patriot Moving Group staff for not following procedure. By notifying a higher-ranking supervisor when a customer was experiencing such difficulty. Customer Satisfaction is always Patriot Moving Group number one priority. We hope the Robinson's give Patriot a chance to amend their experience.

As of today Patriot Moving Group has contacted the customer and issued the appropriate refund for each late day outside of the delivery window. I've attached the following documents proving this.

Hello,

When booking your move you are estimated for both weight and cubic footage. It is based off of a 7 ratio. Every 7 pounds equals one cubic foot. This is on all supporting documents sent to you and right next to each other. Patriot Moving Group's minimum job is up to 2000 lbs at 286 cf. Three to five days before your pick up is to take place you receive a quality assurance call which is meant to make sure all inventory is communicated to us as accurately as possible and if any revisions need to be made to inventory or packing etc. In your case you originally had 10 items 24 pieces then added additional items going up to 22 items 64 pieces this in turn changed your cubic footage to 342 rather than the original 286 and your weight to 2396 rather than the minimum of 2000. When you make adjustments to your inventory it changes the algorithm and obviously the percentages in pricing will change. If you reserve more space/weight then you need to pay for that add on. You are given a window for pick up between 2 and 4 hours. We do not give an exact time because you need to think of what kind of industry this is. When dealing with multiple stops and traffic/weather/mechanical issues time frames adjust all the time. You were informed and communicated with in regards to the delay that was unforeseen and unavoidable. At pick up you are given documents to review which include a bill of lading , inventory sheet with label numbers and packing material sheet. After the foreman does the walk through and explains the breakdowns you must sign the paperwork before they can even start loading agreeing to weight or cubic feet and all prices.

In regards to the labors having " body oder " this does tend to happen when you are working. Delivery time frames are all based off of your first available date for delivery that you specify on your pick up paperwork. The dispatcher base their logistics off this date per customer at which point you are given a time frame for delivery. Just like pick up etas we can not guarantee a specific time and day because of the same reason listed above.

Patriot Moving Group does not believe that our agreement is dishonest or misleading. We believe our agreement is clearly stated, important information is bolded and italicized for the customers convenience and understanding. At anytime if *** felt as if she did not fully understand a portion of our 2-page agreement. She could have contacted customer service and spoke with a live representative. Who would have explained to her the information that she did not understand on a recorded line. This service is available Monday - Friday between 9am - 5:30 pm eastern standard time. *** was required to assist the movers with her inventory list during a walk through of her home because a revised estimate needed to be completed during the time of pick-up. This is for *** protection, so that the foreman knows that he is loading the correct items. As I'm sure anyone can understand, customer sometimes switch items last minute or have multiples of the same items. Due to this common occurrence we need our customers to confirm the inventory list during a walk through.
*** indicated on the Bill Of Lading that she was unavailable for delivery for two and half weeks after she was pick-up. The carrier put ***'s items into transit after the first available delivery date has arrived. The typical transit time for a move of ***'s size and distance is 2-14 business days which was meet by our carrier. ***'s move was in fact small but that did not delay her delivery. We operate with shared partition trucks so regardless if her move was 297 cubic feet or 950 cubic feet our truck still needs to be full to capacity before being put into transit.

Document Attached***
Hello,

Most importantly on behalf of Patriot Moving Group we wish you a fast and speedy recovery from the hospital. In regards to the delivery, unfortunately it is stated very clearly in our agreement that was electronically signed in agreement to terms by you on 04/16/2019. I have attached this document and the revised estimate to this response. Once your delivery trailer is ready to be loaded your goods along with any other customers headed towards the same area are then put into transit. The goods need to be off loaded in order to continue the route for the following customers. In your case you were asking for 3 additional days in order to receive the goods when the drivers were already at your location. Our policy in order to not disrupt other clients receiving times is to off load in a local storage facility until the customer is ready to receive the goods. In order to do a re delivery a new crew must be dispatched / labor costs / and storage fees are all associated to this. This is calculated as $1.00 per cf as shown on the revised estimate attached to this response. Below is the section from the agreement that discusses this issue. Again both our carrier and Patriot Moving Group are sympathetic to your situation but we have to follow guidelines and policies to ensure fairness and equality to all of our customers.

TERMS OF PAYMENTS: Upon booking a 20% deposit (plus binding estimate fee) is required to be paid in the form of credit card (Visa, Mastercard, Discover), cashier's check, or ACH electronic check. Prior to pickup, 50% of the balance is due in the form of cashier's check, cash, postal or money order. Should you require payment with credit card at pickup, a 4-5% surcharge will apply. At delivery the balance is due prior to unloading in the form of Post Office Money Order or Cash only. The carrier reserves the right to collect up to 70% of balance due prior to the goods leaving the origin state. Subject to federal law, payment in FULL of all charges is required before delivery and prior to unloading. Subject to the 110% law, if applicable. All charges are based on carrier's full tariff rates. If payment is not made then the carrier may place the goods in storage until payment is made; in such case the customer will be responsible for all storage and re delivery fees.

When a customer request to have certain items to be loaded onto the truck. The items need to be packed properly, our foremen are required to pack the items for the safety of the customer items and the safety of other customers items. Even though the bulky items were listed on the original quote. Patriot was not informed of the massive size of the items prior pick-up. We make sure to finalize all price adjustments prior to loading the customer items on to avoid this issue. We also confirm the adjustment to make sure they can afford the new moving cost. If they can't afford the adjustment, then we come up with another arrangement with the customer. If the carrier doesn't agree to the price adjustment prior to loading, the customer would just be signing a blank document.