Pier 40 Self Storage

A representative from CSI has been in touch with *** *** and the claim has been started, please see the attached emails from our claims departmentThank You

Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID ***1, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The person who booked my move over the phone and the movers themselves, both explained it as my items where covered for replacement up to $6, That is also what is stated on the paperwork (see original complaint) I do not feel this is right Everything that was destroyed/damaged was wrapped by the movers If they had left the items like I had them, they probably would have been OK I feel that I should receive at least $ so I may try to replace some of the items The $that was offered will not even replace the broken vacuum cleaner that was new
*** *** ** ** *** *** *** ** * *** ** *** *** ** *** *** *** ** *** ***
Regards,
*** ***

As stated in the previous response, we are in the process of locating our closest truck and labor crew to her destination in ColoradoWe do not have a warehouse or a crew located in Colorado, therefore we are looking to find and hire labor to perform the assembly of her itemsRelocation R Us will keep Ms*** up to date as to when she can expect us to arrive back at her home to assemble her furnitureRegarding any damaged items, we encourage Ms*** to move forward with filing a claim to be reimbursed for any damaged itemsOur claims department can be reached at *** *** and their website is ***Thank You

We have been in contact with the customer directly and we believe that we have been able to come to a mutual agreement and resolution for the inconveniencesWe encourage MrRedd to contact us with any further questions or concerns at (800) 619-Thank you

In regard to both issuesDelivery: customer states the "manifest" states delivery on July 18thThe 18th refers to a "first available date for delivery" Which does not guarantee to arrive on this date, rather we will arrive no earlier than this date at the customers requestA delivery window
starts from this date and as a licensed carrier we agree up front in writing, and sign for a business day delivery windowPlease refer back to your contractDamage: all compensation will be assessed and issued through our claims departmentPlease contact CSI Pros at *** or www.csipros.org

The total cost of the move was $2,515; the final amount was not over $2,The charges were accurate and simply based on the amount of space used on the truckThe 5% Fuel Surcharge was also waived at the time of pick upWe offered a refund in the amount of $for the inconvenienceOur final offer will be to provide a $refund and for the customer to move forward with filing a claim for damaged items per the contractOur claims department can be reached at *** or at ***If the customer does not want to accept our offer of $300, then we understand if the complaint cannot be resolved at this pointHowever, again, the charge of $2,was based upon the amount of space used on the truck at the locked in rate of per cubic footRegarding the damaged items, we apologize that items are damaged but we do have a standard claims process for all customersThis process must be followed to get reimbursed for those items*** is more than welcome to contact our office via phone *** *** or email *** if she has any further questions or concernsThank you

Once again, it is stated in a written email that was sent the day after the pick up as well as in the SIGNED and AGREED UPON Estimate/Order for Service that all Mid-West moves have an ESTIMATED delivery of 7-business daysIt also states that “Relocation R Us has up to a total of business days for delivery of household goods to all states by law.” Unfortunately, we did have many delays and we will continue to apologize for the inconvenienceWe understand that we are a few days behind the ESTIMATED delivery time frame of 7-BUSINESS daysAs stated in the customer's reply, they have called our office daily for delivery information, with every call our office staff gave as much information that they had at the timeThe truck was, in fact, in transit but all moves were delayed because of the hurricaneWe had no control over thatThe driver has contacted the customer to let them know that their items will arrive tomorrowWith that being said, we are not sure what further information the customers are looking for at this pointWe apologize if Mrs*** and her family are in an uncomfortable position while awaiting the arrival of their furnitureWe are moving all of our deliveries as fast as possible

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
First let me clarify I,Mrs ***, have been the one calling daily to find out about the status of our goods and I can assure you that I never used foul languageBrèf, nobody ever reached out to let us know any delays regarding the shipment everThey had no idea where the goods were, until told it was in their warehouse in ** for a comapny located in ***On 10/I talked to Nicole and she assured me that the truck is leaving the next day meaning Friday eveningAt that point,as I told her, the 7-interval already expiredI said we just want our goods that's all, on 10/when I called Chrissie as usual told me it's in transitThat's when Carl, for the first time stepped in apologized and told me about the hurricaneI let him know my whole family is stressed without counting the fact that we have been sleeping on the floor including a one year old.The goods left my house since 9/28, way before the hurricaneHe said "I will have it expedite asap"As of 10/, Nicole gave me then the driver's number, I asked why am I supposed to reach out to him if it's your employee and you can't get a hold of himThat's the last day I called themI tried calling him, he didn't pick up, voicemail fullUntil Friday 10/14, finally reached him and he let us know that he was still in **So can someone explain to me why I have been told that the truck was on his way or in transit? Can I ask you a question, just because they have a total of days to deliver the goods is it fair to use all of it and make up lies after? Before they load the goods they should've mentioned that, then we wouldn't be at this stageI swear that Sam stated it would take 3-days,and since the pick up we haven't been able,not even once,to reach him or have him return our callsWe have been sleeping on the floor for more than two weeks including my one year old is it fair? Today on 10/the driver called to tell us they will deliver it tomorrowAt this point I am hoping that All our stuff arrived intactThen we will see God willingThamk you
Regards,
*** ***

We had been in contact with the customer multiple times regarding this “mandatory tip”The customers have spoken to three different reps and each representative explained to them that tips are never mandatoryThe payment terms are listed on the estimate and are signed for and agreed upon prior to
the pick-upThe Payment Terms listed on that estimate and on the contract are as follows: Payment Terms: Relocation "R" Usbreaks your payment up into three payments: Deposit: A 25% deposit is required to reserve your moveDeposit payments must be paid via Visa, MasterCard, and DiscoverAll debit cards are accepted as wellPipayment: The pipayment is 75% of the total remaining balanceThat balance is due only in Cash, Money Order, Personal Check or Certified CheckDelivery Payment: The final payment of 25% is made prior to unloading in CASH or POSTAL MONEY ORDER ONLYThe same payment terms are listed on the contract (Bill of Lading) at the time of pick-upA tip is at the customer’s discretion and is never mandatoryRegarding the delivery of the household items, the customer originally opted for days of storageWe were not provided a delivery address or specific delivery date at the time of pick-upWhen the customer called to provide a delivery address, the new address was approximately miles from the original addressWe accommodated this request and delivered the items well within the delivery time frameWe informed the customer that the driver would call hours prior to delivery, the driver called days prior to his arrivalIf there are any further questions or concerns we can be reached at ###-###-####Thank You

In order for the customer to receive reimbursement, a claim must be filed with our claims departmentOur claims department is CSI Pros and they can be reached at ###-###-####They will evaluate and provide a reimbursement amount for the missing itemsThank You

We apologize for the inconvenience that was experienced during *** *** move*** *** shipment took place in less than hours from start to finishTypical delivery time frames to Virginia take place within 3-business daysWe loaded her items onto one truck and directly delivered to
Virginia on that same truck less than hours laterThe importance here, is that the items were not off loaded from the original truck and then reloaded onto a second truck .This is typical long distance moving practiceAnd this is also when damages occurBy way of "double" handling the itemsThis was not the case during *** *** moveWe do acknowledge that our movers did not have all of the proper tools to expedite the process of her pick upBecause of this inconvenience, we discounted her mover from $down to $This a practically a break even price point for our company based on the increased volume of this move*** *** is more than welcome and entitled to file an insurance claim to process reimbursement for any damages that occurredOur claims services can be reached at ###-###-####Should the insurance claim on file not e suitable for *** ***, then we will reevaluate at such timeUnfortunately, minor damages do occur household goods moving and we have insurance and procedures in place for such an event*** *** will have to follow the proper guild lines in placeAny questions can be answered directly by our customer service department ###-###-####

We are sorry to hear that Ms*** feels as if we lied to her, there seems to have been a misunderstandingThe terms in the estimate signed by Lisa prior to the move state the following under “Payment Terms”: Relocation "R" Us breaks your payment up into three payments: Deposit: A 25% deposit is
required to reserve your moveDeposit payments must be paid via Visa, MasterCard, and DiscoverAll debit cards are accepted as wellPipayment: The pipayment is 50% of the total billThat balance is due only in Cash, Money Order, Personal Check or Certified CheckDelivery Payment: The final payment is made in CASH or POSTAL MONEY ORDER ONLYHowever, we did make an exception and allowed the customer to pay via credit card upon pick upIf the customer wanted to make the full payment on the credit card at the time of pick up, we would have also allowed thatThe customer made a partial payment at pick up and, unfortunately, we never accept credit cards at the time of deliveryWe only accept cash or Postal Money OrdersAs far as any damaged items, we do apologize regarding that and we have a claims process that we encourage Lisa to move forward withOur claims department can be reached at 877-274-or at csipros.orgThey will be happy to walk Lisa through the process and, per the contract, they will evaluate the claim and decide the reimbursement amount for any damages or lost itemsThe customer has up to months to file a claimIf Ms*** has any further questions or needs assistance contacting the claims department we encourage her to contact us at 800-619-with any questions and/or concernsThank you

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

The original quote was based on an estimate for pieces, we collected piecesThe additional pieces resulted in an additional charge for the additional space usedMrs*** states that she was never informed that 75% was due at pick up, however, she signed and agreed upon an estimate on Thursday, February 23rd (prior to the pick-up) that states the following under “Payment Terms”: Payment Terms: Relocation "R" Usbreaks your payment up into three payments: Deposit: A 25% deposit is required to reserve your moveDeposit payments must paid via Visa, MasterCard, and DiscoverAll debit cards are accepted as wellPipayment: The pipayment is 75% of the total remaining balanceThat balance is due only in Cash, Money Order, Personal Check or Certified CheckDelivery Payment: The final payment of 25% is made prior to unloading in CASH or POSTAL MONEY ORDER ONLY Thank You

At this point, we will have to move forward with the 3rd party non-biased claims department to determine the reimbursement for the missing or damaged itemsIf there is anything else we can do after that reimbursement is determined we will be in touch with the customerThank You

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The cubic feet which was resized to cubic feet, without an additional charge. This was apparently a mistake In CA I rented acontainer that was 1,cubic feet to accommodate the size of the load The delivery truck was not full when it arrived and the container with delivered items, including some that I brought across country in/on my car, was not even 1/full (see attached photos)
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I specifically asked the company over the phone if my quote would go over and they told me noSo, even if they put that into the contract after I spoke with them, the cubic feet wasnt explained to me over the phoneOtherwise I would have gone with another company to move my furniture for much less then what I was quoted from Relocation R UsOn top of that, they damaged my furniture and their movers told some of my itemsUnacceptable They sat there while I reassembled my tv stand glass doors when they disassembled in the first placeThis is not the way a company should conduct any business

Prior to arriving to the piof Mr& Mrs***’ household items we were under the impression that we would be picking up approximately 1,cubic feet of items, therefore, we had allocated for about 1,400-1,cubic feet on the delivery truckWhen we arrived, there was an additional
cubic feet to be loaded onto the truck, we had to decide to either wait for another delivery truck to hold 2,cubic feet or to split the shipment into two loadsWe went with the latter because we were not sure when we would have a truck going to IL with that much space availableWhen we completed the second delivery we were told that five (5) items were missing from the final deliveryThe items we were told were TVs, boxes, and a chairWe found those items in our warehouse, loaded them onto a delivery truck and completed a third delivery with the specified missing itemsWe were then shocked to be told that an entire list of items was missing after the third delivery took placeWe were not told these items were missing when we were given the list of the five missing items during the second deliveryThe ***’ claim that they cannot get anyone to speak to them yet we have been in constant contact with them throughout the moveWe received an email yesterday (Monday, March 6th) from Mrs*** so it is strange that they are claiming they cannot get an email addressMrand Mrs*** can always reach our office at (800) 619-and they can send any additional emails to [email protected] claims department can be reached at (877) 274-and their website is csipros.org, they will be happy to walk them through the claims process for any damagesIn the meantime, we have been in touch with the ***' to inform them that we will do an entire sweep of our warehouse to look for any additional missing items and we will continue to stay in contact with them throughout the processThank You