Pier 40 Self Storage

These are just a few of the pictures that I have. Every box arrived in this way. They were thrown from the truck and stacked into the elevator without regards to fragile identification or up arrows. Many of the fragile items were on the bottom of the pile. They were already destroyed from the move to storage as you can tell by the pictures. I have still not heard from the company with their response to resolve the issue. I still am unable to locate any information on the company to verify their legitimacy.  Please advise of next steps, thank you.

Here is a list of the items that were lost/damaged during the move. I submitted this information through the claims department (including multiple photos of each item) however it is my understanding that they will likely only consider compensating me for loss/damage by weight. This seems...

particularly problematic considering the very expensive designer shoes that were lost. Also, given my experience thus far with this company, I am very skeptical that I will be treated fairly in the consideration of my claim. Damage1 bed frame - approx. value $179, Ikea (discontinued model), approx. 85 lb - sustained scratches on multiple parts of the frame2 bookcases - value $79.99 each, Ikea Billy bookcase, 77 lb  - bookcase #1 was damaged beyond all repair (the top was completely broken off and cracked), bookcase #2 sustained cracks at the base and is now missing several screws that insure the structural integrity of the bookcase1 storage cabinet - value $179, Ikea Galant cabinet, 111 lb - sustained significant chips and cracks 1 dresser - value $99, Ikea Malm 3-drawer chest, 97 lb - sustained damage to the back of two of the drawers and extension on the top1 decorative wall shelf - approx. value $250 (made by hand from a salvaged stained glass window) - approx. 70 lb - sustained significant chips and scratches along an edge that was exposed due to insufficient packaging 1 large art piece - approx value $200 - approx. 45 lb - sustained scratches and a large chip out of the corner  1 medium sized art piece - approx value $100 - approx. 35lb - sustained scratches and dings along the edges 1 poster frame - approx. value $50 - approx. 20 lb - sustained scratches 1 trashcan - value $19.99 - sustained dents and is now misshapen to the point of being unusable 1 weighted hula hoop - value $39.95 - sustained scratches in multiple areas 1 convection toaster oven - value $99.95, Cuisinart Convection Toaster Oven Broiler, approx. 30 lb - sustained a significant dent MISSING 1 bag of shoes - value approx. $350, various shoes including several pairs of designer pumps (Stuart Weitzman, Melissa, Dolce and Gabbana) , approx. 15 lb

We have contacted the customer directly and settled this complaint. If the customer has any further questions or concerns we ask that she contact us directly at [redacted]. Thank you.

Unfortunately a refund in the amount of $800 is not possible .Please see attached documents to support our charges. First and foremost, we did not "under estimate a 5x10" storage unit". We provided an original quote of 286 cubic feet based on the the list of items that our customer requested us to move. Please see supporting attachment titled "[redacted]OFS". We were contacted to move 35 boxes and 1 side table. This was signed for by our customer. Confirming what needed to be moved. We ask customers to review their inventory prior to signing. If Ms. [redacted] noticed she was not being quoted for items that she planned to move then we shoud have been notified prior to the arrival of our truck. We can olny quote as accurately as the inventory list provided to us at the time of the reservation. We never quoted or scheduled to move a whole 5x10 unit. Upon arrival we ended up moving this whole unit. Therefore the size of the estimate went up to 390 cubic feet. This makes sense being that cubic feet is derived buy multiplying length times width times height. Therefore 5x10x8 equals 400 cubic feet. Basic math. Ms. [redacted] was not overcharged. Please see supporting attachment titled "[redacted]BOL" to show actual volume, actual price and signature approving these charges. No one strongarmed Ms. [redacted]. All charges were and are always agreed to prior to loading. As for the false shuttle charge. Our driver will not break the law and park illegally in order to avoid a shuttle cost. Also, we find it offensive to mention his "accent". Back to supporting document "[redacted]OFS" please see highlighted section "shuttle charge" our minimum fee is $250-350. We provided this service at a discounted rate of only $200. This simply covers cost. It is not a profit to our company. Simply, a charge to cover additional labor. We understand that Ms. [redacted] is not happy. However all charges are valid. And were signed and agreed to at the time of reservation and at the time of the move. N

Please see the following information below regarding delivery time frames, this information is also explained in the Order for Service that was signed and agreed upon by the customer prior to the move: Delivery times: All East Coast Moves- Estimated delivery between 3-7 business days All West...

Coast moves- Estimated delivery between 14-21 business days All Mid-West moves- Estimated delivery between 7-10 business days The following states WA, OR, ID, MT are 14-21 business days for delivery. Please be advised that Relocation "R" Us has up to a total of 21 business days for delivery of household goods to all states by law. The time table for delivery begins on the first available date in which you can receive your delivery at your final destination provided. Guaranteed delivery dates are available at an additional fee of $500 to $1500 subject to availability. Please check with your relocation specialist if you require a "Direct Delivery” or a "Guaranteed date" for delivery. All East Coast Moves have an ESTIMATED delivery time frame of 3-7 business days. However, we legally have up to 21 business days for delivery. Unfortunately, there was a slight delay while the truck was in [redacted] but the driver has been in touch with the customer and the delivery is scheduled for today, Monday the 7th. Thank You

The original estimate given to [redacted] was for 286 cubic feet, this estimate included 35 boxes and 1 side table. Upon pick up we loaded more items than quoted, resulting in an increase of cubic feet from 286 to 390. Although the amount of space taken up increased, the rate of $4.75/cf...

stayed the same resulting in the $677 additional charge. We only charge for the space being used on the truck at the same binding rate. In regard to the credit card payment; as stated in the Order for Service/Estimate signed prior to the pick-up, under “Payment Terms” (please see attached), we only accept cash, money order, personal check or certified check upon pick-up. We approved a credit card payment with a convenience fee and this amount (including the fee) was approved by the customer prior to the transaction being processed. In regard to the shuttle service fee, it is also stated in the Order for Service that “if access to a 53’ trailer is unavailable, a shuttle fee will be charged accordingly.” The average charge is $250-$350 (please see attached), the customer was charged a discounted price of $200 for the shuttle service. This fee includes the charge of the smaller truck rental and the extra labor and time it takes to reload the household items on to this truck. The driver is the only person who can decide whether or not a shuttle is necessary upon delivery. A shuttle service can be necessary if the space inside of the complex is too tight, preventing the driver to be able to maneuver safely in the complex without causing damage to the trailer or the surrounding area. Shuttle service can also be necessary if the roads leading to the delivery address are too narrow for the 53’ trailer to drive safely. In regard to the $75 fee for the long carry, it is actually stated in the contract that there is a $100 fee after the first 100 feet, it seems as if the foreman was also giving a discounted price of $75 for that service. We also waived the fuel surcharge at the time of pick-up which would have been $272.95. With the discounts and waived charges, we find it very unfortunate that [redacted] feels as if we “ripped her off”. We encourage the customer to contact us directly to see if there is anything else we can do to resolve this.

Everyone in our office from our managers to our customer service team and sales reps have been in constant contact with Mr. & Mrs. [redacted]. The customers have called every day and have even verbally abused our staff. We have informed the customers that their items are in transit and we even gave...

them the direct number to reach the driver. It is stated in an email that was sent the day after the pick up as well as in the Estimate/Order for Service (please see attached) that all Mid-West moves have an ESTIMATED delivery of 7-10 business days. It also states that “Relocation R Us has up to a total of 21 business days for delivery of household goods to all states by law.” Unfortunately, due to the hurricane, we did have many delays and we apologize for the inconvenience. With that being said we are a few days behind the 10 business days. Even with the hurricane we are still within the legal delivery time frame of 21 business days. Again, the items are in transit and Mr. & Mrs. [redacted] have been given the driver’s direct contact number. At this point, the driver will be the one with the most updated delivery information. The driver will also contact the customer 24 hours prior to the delivery. Thank you. I agree to the cancellation policy and estimate and hereby confirm my signature on the following document: Name: [redacted] Email: [redacted].com Signed Date: Tuesday, 09/20/2016 - 15:42:31 EST. IP Address: [redacted].**.**.[redacted] Internet Browser: Chrome Delivery times: All East Coast Moves- Estimated delivery between 3-7 business days All West Coast moves- Estimated delivery between 14-21 business days All Mid-West moves- Estimated delivery between 7-10 business days The following states WA, OR, ID, MT are 14-21 business days for delivery. Please be advised that Relocation "R" Us has up to a total of 21 business days for delivery of household goods to all states by law. The time table for delivery begins on the first available date in which you can receive your delivery at your final destination provided.

I was quoted for $1,666.75 for 385.55 square footage. I put $300 down for the deposit. I was supposed to pay half now and half later. After he loaded the truck he charged us $900 for 325 square footage more for two boxes and a bicycle. Mrs. [redacted] was quoted for 37 pieces at 385 cubic feet,...

upon arrival we picked up 53 pieces at 710 cubic feet. Additional items were added, resulting in additional space being taken up on the truck. A revised written estimate was signed at the time of pick-up agreeing to the additional space (please see attached). As stated in the signed and agreed upon estimate prior to the pick-up, “The pick-up payment is 75% of the total remaining balance.”   He also charged us separately for fuel which came out to $126.25 extra. As stated in the signed and agreed upon estimate prior to the pick-up, “Fuel Surcharge: A 10% Fuel Surcharge will be added to all moves picked up March 15th - September 15th. A 5% fuel surcharge September 16th - March 14th. If on the day of the move the price goes up due to additional items, the fuel surcharge will be adjusted accordingly. The fuel surcharge will not change due to packing services or the purchase of materials.”   By the end of this the worker wanted to charge us $2,520. My stuff did not come on time, it was supposed to come on April 1st, my things didn't come until April 8th. The following is stated in the signed and agreed upon estimate prior to the pick-up as well as on the Bill of Lading (contract) and in an email (please see attached), that was sent immediately after pick up: Delivery times: 1 - 750 miles- Estimated delivery between 3-7 business days 750 - 1500 miles- Estimated delivery between 7-14 business days 1500-3000 miles- Estimated delivery between 14-21 business days The following states WA, OR, ID, MT are 14-21 business days for delivery. Please be advised that Relocation "R" Us has up to a total of 21 business days for delivery of household goods to all states by law. The time table for delivery begins on the first available date in which you can receive your delivery at your destination provided. Guaranteed delivery dates are available at an additional fee of $500 to $1500 subject to availability. Please check with your relocation specialist if you require a "Direct Delivery” or a "Guaranteed date" for delivery. Mrs. [redacted]’s job totaled 1,238 miles, the estimated delivery time frame for that is 7-14 business days from the first date available for delivery of April 1st. The items were delivered before the 7th business day.   My dresser had a dent in in, they lost the hardware to my bed (bed-studs), when they got there he claimed he couldn't get the truck in the complex gate. He then told me I had to rent a truck and get the furniture myself or he was going to leave my furniture right at the gate. I spoke to the maintenance worker of my complex and he said many trucks have gone in and out of here before. He then told me that the truck driver could fit in the gate and directed him inside. I feel like I was charged too much, and the worker who handled me was very nasty and rude towards us. I put in a insurance claim for my dresser, the bed-studs, the two boxes and a bicycle. Even after everything my sister and I tipped the worker, despite how badly he treated us that day. Claim number for insurance policy [redacted]0 CSI Claim ID # [redacted] Moving Order # H-[redacted] A claim is being processed for any damages and a reimbursement will be sent to Mrs. [redacted] upon evaluation. Thank You

Yes, the customer must contact CSI for any further reimbursements or claims and their claims will be evaluated per the contract.

The customer's items were delivered. The driver read the Bill of Lading (contract) wrong and saw the "2" in "$238" as a "7". It was an honest mistake, we spoke to the customer and the driver prior to the delivery to clear up any confusion on the delivery balance. Thank You

If the customer is not satisfied with the settlement amount provided by our claims department, they are more than welcome to file a dispute and ask for a revaluation. The claims department can be reached at ###-###-#### and their website is [redacted] Per the contract, full value replacement was...

waived at the time of pick up for damaged items. Since we are not an insurance company, a claim must be filed with our claims department ([redacted]). The customer signed and agreed to "Option 2" on the Bill of Lading/Contract (please see attached). This option states the following: “This lower level of protection is provided at no additional cost beyond the base rate; however, it provides only minimal protection that is considerably less than the average value of household goods. Under this option, a claim for any article that may be lost, destroyed, or damaged while in your mover’s custody will be settled based on the weight of the individual article multiplied by 60 cents.” We apologize if the customer is not satisfied but we are unable to provide a reimbursement outside of the claims settlement. Thank You

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.
[Yes please have the co assign someone to call me directly so we can finalize this issue
Regards,
[redacted]

Our customer service manager will reach out to the customer directly so that we can come to a mutual resolution. We will keep all parties (including the Revdex.com) informed on the process of this.

The shipment has already been delivered and we cannot resize it again at this point. If Mr [redacted] does not find our response satisfactory then we encourage him to contact our claims department and file a claim so there can be a proper evaluation. The claims department can be reached at ###-###-#### and their website is csipros.org.  Thank You

We apologize if Ms. [redacted] feels as if we were late with the delivery of her household items. We were given, by the customer, a “First Date Available for Delivery” of March 25th. This job was going a total of 1,782 miles from New York to Colorado. It is stated on the estimate that was signed prior to the pick-up as well as in an email that was sent the day after pick up (please see attached) that the estimated time frame for any jobs going over 1,500 miles is 14-21 business days. This means that we have 14-21 business days from March 25th to deliver Ms. [redacted]’s items. We delivered WELL within that time frame. In fact, we delivered ONE day after the estimated delivery time frame. There will not be any refunds for a delay since there was not a delay. As far as any damages, per the contract, the customer must file a claim with our claims department for reimbursement. The non-biased third party claims department will evaluate the damages and we will provide a check for the reimbursement amount decided by them. The claims department can be reached at ###-###-####. Thank You

We have been in touch with Mr. [redacted] and have relayed the same information that was in the previous written Revdex.com response as follows: The list of missing items has been sent to our warehouse manager, we will search the warehouse and when the delivery truck returns from its trip we will be sure to check the delivery truck also for any missing items. We will be in touch with the customer regarding the missing items as soon as we have an update. As far as the damaged items, the claims process through CSI will have to be followed but we will do what we can to get the claim expedited. Our supervisor, Carl, will be in touch with Mr. [redacted] again next week. Thank You

First and foremost we would like to apologize to Ms. [redacted] for any dissatisfaction she experienced during her move. The main issue brought to our attention involves Relocation R Us not completing the reassembly of her furniture during her delivery. We are in the process of locating our closest truck...

and labor crew to her destination in Colorado. We 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 items. Relocation R Us will keep Ms. [redacted] up to date as to when she can expect us to arrive back at her home to assemble her furniture. Please see attached documents referred to as our Order for Service and our Bill of Lading. The price of this move was quoted at a 286 cubic foot space reservation based on 18 items described to us at the time of reservation. Upon arrival we were asked to transport several more items which created additional volume to the shipment. Notice the bill of lading signed at the time of move. We charged for the actual space taken on our truck based on the actual (rather than estimated) items to be moved. The actual volume was 416 cubic feet rather than 286. This was the only additional charge and this charge was clearly outlined at the time of reservation in the order for service. Also mention was that Ms. [redacted] was "promised a 4 day delivery window". Relocation R Us does not offer 4 day delivery windows to any destination in the country. Deliveries to Colorado take place in in estimated 7-10 business day window. This delivery window is also described in our terms and conditions upon reservation. We delivered on time in the original agreed upon time frame. The $150 charge at delivery was for two additional flights of stairs also outlined upfront. We provide one free flight and charge $75 per additional flight. Ms. [redacted] was on the 3rd floor. We understand that Ms. [redacted] simply wants her items assembled and we are in the process of locating a labor crew to do so. We will keep her and the Revdex.com up to date

The business offered a refund only if I sign paperwork and retract the complaint from Revdex.com.

We are currently working directly with this customer to come to a final mutual agreement. We hope to have this resolved very soon to the customer's satisfaction.

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.
The company quoted me for a certain amount, they did not pack the truck correctly at all. I'm extremely upset with how they handled my furniture and that they overcharged for two boxes and a bicycle after they quoted me for the first amount. $300 deposit, 50% paid to pick up the furniture and 50% upon arrival to drop off the furniture. They never told me about the 75% charge.
Regards,
[redacted]