Pier 40 Self Storage

We do apologize and also empathize with Ms*** and any other customer who may have a lost or damaged itemWe understand the importance of each and every item that we are trusted to shipHowever, we are in control of several hundred shipments per monthEach with dozen or even hundreds of items per shipmentWe mark and label each item to insure a secure tracking method of each shipmentIt is not common to misplace an item, yet not unheard of that a box gets misplaced while in transitWe contact each customer who was on the same truck as Ms*** to inquire if we accidentally delivered her box to the wrong homeUnfortunately this is not a rapid processFor, we are at the mercy of each other customer to contact us back (after they are finished unpacking their home) to let us know if they received an extra boxWe are doing our best to locate her missing box, but have not yet produced itAt this time our solution (until we locate the box) is to have Ms*** file a claim for reimbursement with CSI (Claim Service International)The process of this claim have already been startedWe will do two thingsone reimburse based on claim valuation guidelines, and two, continue to track down the missing boxUpon location of this box we will send to her via UPS

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
That is a faulty statement on there part, they have different times for delivery based on miles.For the miles that pertain to my move there are up to days.They are correct about the claims department, but how about the boxes they opened and then took the most valuable things.They say they can't find them of course not They stole themHow will I get paid for them. thanks *** ***

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
[Where is this warehouse? How many "lost" items are in this warehouse? Are you saying that the driver gave my items to another customer with these corresponding stickers? Sounds like the driver is at faultThere are items in this box that cannot be replacedThis is unacceptableThere is no sense of empathy or sympathyI cannot believe my items are "lost".
Regards,
*** ***

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

No additional compensation will be offered outside of *** *** settlement

On January 16th I moved from NY to MissouriThe company does not disclose in detail about packaging large furniture items at the time of setting the contractThey also don't disclose the fee for having the furniture delivered to your house if they can not get a 52' long truck into a
residential areaIf the money for the truck taxi to bring the furniture is not paid on delivery, they don't deliver the furnitureThese things are listed in the contract, but they do not disclose it until you complain to themThe following information is stated in the estimate that is signed and agreed upon prior to the pick up taking placeIt is also listed in the contract at the time of pick-upPlease see the attached estimate, we include the most important information clearly on this estimate so that the customer does not feel like information is hidden in a contractShuttle: On delivery, if access to a 53' Trailer is unavailable, a shuttle fee will be charged accordingly($up to 500CF $per CF above 500CF) Delivery Payment: The final payment of 25% is made prior to unloading in CASH or POSTAL MONEY ORDER ONLY They give an estimate for a studio apartment sizeMy estimate was for $When they came and got my stuff, my bill totaled $*** received an estimate for pieces at cubic feet (this is also listed on the estimate)When we arrived, we ended up collecting pieces at cubic feetMore space was used on the truck, therefore, the price increased(Please see the attached inventory)When I set the contract, they required a deposit based off the estimate priceIt was $This I was allowed to pay by credit cardWhen I had to pay for the pick up of my furniture, I had to pay $cashI was told I would have to pay $cash on the day of deliveryThe payment terms are also listed clearly in the estimate that is signed prior to pick-upThe payment terms in the estimate are stated 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 billThat 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 ONLYI was told when I went through the contract that they wrap the big furniture, it was includedWhen they came I was charged extra money for some piecesAlso I wasn't informed about the truck taxi to get my stuff deliveredwhich was another $cash when they deliveredThe estimate states the following regarding packing: Packing Materials: Packing Materials such as plastic covers, bubble wrap and boxes are not included in this contract unless agreed upon at the time of booking and in writingThese materials are available but at an additional chargeOur trucks are equipped with a full range of assorted packing supplies upon requestThis does not apply for Full Packing Service moves because ALL Packing Materials are included in your estimate The estimate also states the following regarding the shuttle upon delivery: Shuttle: On delivery, if access to a 53' Trailer is unavailable, a shuttle fee will be charged accordingly($up to 500CF $per CF above 500CF) The customer was charged $200, which was a discounted rate from the usual $350+ When I received my furniture, all the boxes were delivered upside downFurniture they wrapped and charged me money for was brokenIt had to be thrown outDraws to furniture came back in piecesThe base piece to my $hutch broke off that they wrappedThey said that the furniture is insured and I could file a claim to ***, however I have filed a claim to them on March and have heard no word backThe telephone number to the insurance company refers you to their websiteI have set messages to them in their website with no word backI believe that they are not upfront about their chargesI believe they don't accept credit cards for the bulk of the bill to avoid paying taxesWe sincerely apologize for any damages to ***’s items but there is a signed contract and a claims service put in place for any damagesOnce the claim is processed a reimbursement will be determined and a check will be sent to the customerWe have up to days for the claim to be processedThe following is stated in the “Your Rights and Responsibilities” link in the estimate signed prior to the pick up: “You have months from the date of delivery (or in the event of loss for the entire shipment, from the date your shipment should have been delivered) to file your claimThe claim must be submitted in writing to your mover or to your mover’s third party company for claim processingAfter you submit your claim, your mover has days to acknowledge receipt of itThe mover then has days to provide you with a dispositionThe mover might be entitled to 60-day extensions if the claim cannot be processed or disposed of within days*** is more than welcome to contact Claims Service International at ###-###-#### or via email at *** to get an additional update on his claimWe will also contact *** and ask them to contact *** at their earliest convenience with an update Thank You

We apologize for the unexpected cost to Mr***However we can not afford to comply with his request for over $in compensationOur office worked closely with Mr*** upon notification of his first attempt to contact the Revdex.comOur management approved a $check to be issuedPlease see attached supporting documentation as to our reasoningWe do not wish to appear rigid in our position of compensationHowever, we are a business and like all business's we have a hard cost to perform our serviceMr*** continues to state that "we" (Relocation R Us) underestimated his shipmentWe see this differentlyWe (Relocation R Us) provides estimates based on the inventory (list of items) that a customer provides usPlease see attached document titled "***OFS"this is our signed Order For ServiceNote highlighted sectionsThe bottom highlight states the inventory that was provided to usIt represents total pieces to be movedThese are the pieces Mr*** stated and signed for that he was shippingNote, on the Order For Service section titled "estimate"It clearly states that the estimate (price) we provide is based solely on the inventory provided to usIt also states "additional items will incur additional cost"It was not our intention to underestimate his shipmentWe were simply providing a cost based on the details provided to usNow please refer to the next three attachments titled "***inv, ***inv2, ***inv3"These documents are the actual bill of lading (contract from the day of move)We attached the inventory list of all the "actual" items we moved rather than the "estimated" items we were contracted to moveOriginally we were contracted to move items (refer to signed order for service)In actuality we moved piecesPlease count "written descriptive inventory section from the bill of ladingWhen a shipment goes up from to pieces of course there is going to be an increase in priceThis count was off by 152%Meaning we shipped 152% more items then we were originally contracted to shipWe did not overchargeWe abided by our guaranteed locked in rate that was agreed upon upfront at the time of reservationWe performed the service, and all of the cost associated with and paid for the pick up, loading, packing, delivery and unloading service for this entire shipmentRegardless of how Mr*** feels about how this process took place, the reality is that all charges are completely justifiableWe will still commit to the $compensation if it will satisfy Mr*** but we can not commit to more

We only charge for the space used on the truck, the customer was quoted at 1,cubic feet and ended up taking up 2,cubic feet on the truckTherefore, the price increasedFor any damages or missing items the customer should contact our claims department at ###-###-#### or *** to have
those items evaluatedOnce the evaluation is complete, a reimbursement check will be sentThank You

Mr& Mrs*** were quoted at 1,cubic feet at $per cubic foot (please see the attached estimate), with the 5% fuel surcharge and the $discount the total binding estimate came out to $2,The truck that arrived at pick up was a 26-foot box truck that can typically hold up
to 1,cubic feetWe were under the impression that we would be picking up 1,cubic feet but we still arrived in a truck to cover any overagesIf the truck was not big enough it is because the customers had over 1,cfWe only charged for the space that was used on the truck (cubic feet) even though we had a binding estimate for 1,cubic feetSince the customer made a space reservation we usually require the space to be used but we worked with the customer and took less than what was reserved, per their requestWe sincerely apologize for the inconvenience the ***’s experienced and for not being able to make the accommodations to their likingRegarding the damaged items, we encourage the customer to contact our claims department for an evaluation and reimbursement of the damagesThe claims department can be reached at *** *** and their website is ***If Mr& Mrs*** need any help with this claim they can contact our office at ###-###-####Thank You

In order to receive compensation, Miss *** will need to file a claim with our claims department, per her contractual agreementThe claims department can be reached at ###-###-#### and their website is ***Their email address is info@***They will evaluate the claim and provide a reimbursement amount and a check will be sent to the customer per the evaluationThank You

We estimate a day delivery windowDo not guaranteePlease reread your agreementLost/stolen/damaged items are all processed through our claims department at CSI

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

We are very sorry for this experienceWe will e reaching out to *** to see if we can reach a resolution

The additional charges that Ms. [redacted] mentioned were the result of more space being taken on the truck. The estimate provided prior to pick up was for 23 pieces but the inventory shows 43 pieces were collected at pick up. The additional 20 pieces resulted in an additional 400 cubic feet. The...

additional cubic footage was explained and signed for at the time of pick up via a revised written estimate (please see attached). We never held Ms. [redacted]’s items hostage, the delivery took place well within the legal time frame for delivery. Any additional charges for services such as stairs, shuttles, long carries … etc. are explained in the estimate and contract prior to delivery. Regarding any damages or missing items, a claim is being processed. We sent paperwork to our claims department (CSI) on January 24th. We will be more than happy to contact them for an update. Thank You

Customer opted and signed for standard valuation coverage with a declared value of 60 cents per pound per item. This claim has been processed and closed by CSI. Our 3rd party claims department. No additional compensation will be provided outside of the recommended settlement through CSI's evaluation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I don't think that Relocation r us understands what I am saying I am accusing them of flat out going shopping in my belongings I trusted them to move. They are theives and the biggest their is Ryan, he has lied to me and stolen my property and my money. They are to stupid to understand what they are being accused of. I don't think that the Revdex.com is doing anything to actually solve the problem either. The delivery is a very small part of this complaint and I refuse to go back and forth if someone would like to speak to me please call me at [redacted]. thanks for wasting my time  [redacted]

Per the contract, the only charges that were applied were for the cubic footage used on the truck, the fuel surcharge and packing charges (please see the previously attached paperwork with a breakdown of the charges). There is no specific charge for disassembly and reassembly.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]  This is not a final resolution.  They have promised to be in touch with us after the 3rd party handles the loss.  What happened to the "sweep" of the warehouse promised to find some of our personal property that has totally disappeared.  I have sent an email to Relocation R Us regarding the same and have had no response.Is this business in any way responsible for their inept and deceptive handling of our personal belongings? Is there anything being done to prevent this to happening again?[redacted] and [redacted]

Mr. [redacted] is currently working directly with Carl L. to get this complaint resolved. We are hoping to come to a mutual agreement and have this resolved before the end of the business day. Thank you.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted]1, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The reason the items were delivered within 24 hours was because the movers were supposed to come on August 20th at 8am and delivered on August 21st. I received a call at 7:30am on August 20th where the movers stated that their truck broke down and won’t be able to make it. They said they will come the next day and do same day delivery. They literally threw my items into the truck and did not stack them properly. I gave my complete inventory to Jon who was managing my move and the price was 1800. If I paid for professional and certified movers, I should have received professional and certified movers. Bilal stated that it was his first day on the job and another mover stated he did not sleep for 2 days (he was throwing around items). They should have also had the courtesy to not take stuff out of the fridge and consume it without asking. If the typical moving practice for long distance moves is reloading onto a different truck where all the damages happen, shouldn’t the movers treat the items properly so damages do not occur? Also, if the items were not loaded onto a different truck, their shouldn’t have been any damage to my belongings in the first place. Regards, [redacted]