Pier 40 Self Storage

We apologize that Ms. [redacted] feels as though we lied or misled her with this move. [redacted] was given a quote for 404 cubic feet but when we arrived we ended up collecting 46 pieces that totaled 850 cubic feet. The additional cubic footage was explained, agreed upon, and signed for at the time...

of pick up via the "Revised Written Estimate" (please see attached). We discounted the fuel surcharge and did not charge for any packing materials at the time of pick up, we simply charged for the space used on the truck. Ms. [redacted] is more than welcome to contact our office at ###-###-#### if she has any further questions or concerns. Thank You

Upper management has been working directly with the customer to come to an agreed upon resolution.

In regards to complaint #[redacted]. I accepted the offer below and had signed off on the release from the auditors for damages. I have contacted Carl Lopez several times and he has not responded and I have not received the 300.00 for my inconvenience and the 56.00 for damages. I would like to reopen the complaint.Thank you[redacted]

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] First of all, Relocation r us has not put everything into complete perspective. I would expect this from a company that is being deceitful to all their customer’s regarding the way there shipments will be handled. I gave them and exact list of things I was shipping. I talked with Blake about everything I was shipping 4 days prior to them showing up. They estimated 368cf for my goods. So when they got to the house, they refused to take my safe, that makes this off the list. They also did not have to take my leather chair, leather loveseat, and my leather couch. Based on this, since these were big items, they should have given me a discount instead of increasing the price. When there workers filled the truck, they had no idea how many cubic feet they had. So again this is just a scam to get the consumers business and then treat there goods without proper care. I don’t know where they came up with the extra 58cf since I didn’t take the above items. That’s how they scam you!!!!! How can I agree to the additional cubic feet when no knows exactly how many cubic feet there was, and I mean no one.  There was no quote for the safe, it was supposed to be included in the 368cf. Now let me make this very, very clear. I was up front about the safe from the very beginning. This is the biggest lie going from them, and very deceitful on their part. I was so concerned about the safe, I made three(3) calls to them, one every week prior to pickup. The first call, I explained that I had a safe that weighed approximately 700lbs with dimensions of 68”H X 30”W X 24”D. There exact reply was we moved things like this all the time, were a moving company, that’s what we do. My second call was 2 weeks out and again I explained to Blake about the safe and asked if there would be a problem, again the response was it will be fine. I gave him the weight and dimensions again and it seemed to be fine again as far as he was concerned. I wanted to make sure in case I needed to make other arrangements. Again about less than a week before pickup I asked about the safe again and was told no problem. So I gave them three chances on the safe by asking them. I had to be out of my house by Thursday 8/18/16, they were coming to pick up the goods on Monday 8/15/16. They showed up and refused to take the safe. They did not load anything for 2.5 hours. They drove off without loading anything. I called Blake. He said he would have them come back but they could not take the safe. Blake also said, and I quote” I have two other crews in the area, so if your going to be home, they can pick up the safe. It should be between 7-9PM. I said okay, that’s fine, that will work. Guess what, no one ever showed up for the safe. I called first thing the next morning and talked to Blake about lying to me. He said we can’t take the safe. I was furious!!!!! At this point, I new this company was going to be a major problem!!!!! Now I had to try and get another company to come in 24 hours to pick up the safe. I was lucky I was able to do this. So there story about the safe is a deceitful lie to the consumer. The replacement cost, again another deceitful thing done by their employees who showed up at my house to load the goods. They explained nothing to me about replacement costs. If they would have explained it to me, I would have opted for “full replacement protection”. I was never given this option. I also was never given the publications “ Ready to move Claim filing & Arbitrary program information”. This is also on the bill of Laden. There movers just wanted me to initial and sign as quickly as possible. This is part of the way they scam you and deceive you. They know when you have to move and be out of your house, so they take advantage of that because of how strenuous moving is. Meaning they prey on the customer!!!!! There claims department took 4 months to respond to the claim. Now they want to give me $60.00 for a $750.00 table they destroyed. They won’t give me the money unless I waive all future responsibility of laws suits. They have given me 30 days to accept their offer. So here we are again, stuck in a time frame, them knowing I have very little time. They lied about putting all my goods on pallets and wrapping the pallets so they would be secure. This is one reason I went with this company, because they said this would be done, it wasn’t, no wonder why they deceive you on the insurance, they know your goods are going to be unsecure on the moving truck, so they don’t give a darn. What a great way to run a business. Scam the customer from the very beginning, lie about everything to get there business, and then use a moving van where nothing is secure and it’s rocking all over the place. Very, very deceitful. They should be ashamed of themselves, but hey it’s all about the money.

From: [redacted]...

[redacted]Date: Tue, Sep 6, 2016 at 10:04 PMSubject: Re: You have a new message from the Revdex.comTo: Revdex.com <[email protected]> To whom it may concern,   The complaint below has been resolved to my satisfaction.   I appreciate the Revdex.com involvement and feel my concerns were resolved due to Revdex.com interaction.   If you would like more information please feel free to contact me at any time.   [redacted]

We are working diligently with the customer to get this resolved.

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 to be wrong, they scammed me by sending two men that had no clue on loading a truck, which caused them to use more space than  necessary , they didn't know how to wrap my furniture which is now missed up, lamps broken , speaker, and gas grill. I should be  compensated for my damaged possessions and overpaying ($700.00)do two workers not knowing how to load a truck .  Regards,
[redacted]

We apologize for the inconvenience that Ms. [redacted] experienced at the time of delivery. Our own foreman and our crew were the movers at the time of pick up, however, we have Interline Agreements with other carriers and work with a network. Please see the following definition of Interline...

Agreement for a better understanding: “The freight interline system is a system of relations between trucking companies, rail, and airline networks. Interline freight is cargo that moves between different transportation companies on its journey from origin to consignee. An interline exchange is a contractual transfer of goods from one company to another. A shipment may be prepaid or collect. If it is collect, then each carrier that ships the freight assumes responsibility for the cargo, adds its charges to the customer's bill, advances money to the previous carrier, transports the freight, and delivers it to the next carrier. The final carrier, the company which delivers the freight to its final destination, is responsible for collecting the money from the consignee before delivery.” Interline agreements are a common practice in the transportation industry, these agreements are used when a different transportation company within our network can arrive at any specific destination in a timelier fashion than one of our own carriers. We sincerely apologize for the lack of professionalism with this particular driver and carrier upon delivery. We understand the customers primary concern; the customer would like us to locate the two missing boxes and we are working directly with the interlined company to search the truck, the warehouse and the customers that were delivered before and after Ms. [redacted]. We are doing our best to locate the missing items, once the items are located we will ship the items via fed ex. Should we not be able to locate the items we will financially compensate Ms. [redacted] for the inconvenience. Relocation R Us will communicate directly with the customer as well as the Revdex.com with the status of this complaint and resolution.

After further review of Mr. [redacted]' paperwork, the load was resized when it arrived at our warehouse. The cubic footage was signed and agreed upon at the time of pick-up via the revised written estimate. The job has already been delivered and there is no way we would be able to resize the load...

again at this point. If Mr. [redacted] would like to file a claim with our claims department for the load size they can be reached at ###-###-####. Thank You

A supervisor has been in contact with Mrs. [redacted] and we believe that we have now been able to come to an agreement. We will continue to stay in touch with the customer until this is solved. Thank you

We would like to apologize if Mr. [redacted] feels as if we lied about everything when it came to his move. Regarding the cubic feet, the customer was quoted for 368cf but when we arrived the customer ended up having an additional 58 cubic feet. We only charge for the space being used on the truck,...

the customer must agree to the additional cubic feet before we load the items onto the truck. We apologize if this was not explained better at the time of pick up. Regarding the safe, the quote was only for a standard safe that would take up 20 cubic feet. When we arrived, the safe was much bigger than anticipated. We apologized about not being able to take this safe but it was not possible on our end. The customer was not charged by us for this. Regarding the delivery time, it was stated in the estimate that was signed prior to the pick up as well as in the contract and in the email sent the day after the pick-up (please see attached documents) that there was a 3-7 day estimated time frame, however we legally had 21 business days to deliver. Delivery took place within that time frame. We do apologize that we were unable to arrive within the estimated time frame of 3-7 business days. Regarding the replacement cost, please see the attached signed Bill of Lading. On the left side of the contract the customer opted for “Option 2”. Option 2 states the following: “Waiver of Full (Replacement) Value Protection. 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 our mover’s custody will be settled based on the weight of the individual article multiplied by 60 cents. For example, the settlement for an audio component valued at $1000 that weighs 10 pounds would be $6.00 (10 pounds time $0.60) … We try our best to make everything clear in the estimate provided prior to the move and on the Bill of Lading (contract) that is provided at the time of the move. It was never our intention to lie or deceive the customer. If the customer has any further questions or concerns, we can be reached at ###-###-####. If the customer needs help with filing a claim, our claims department (CSI) can be reached at ###-###-####. Thank You

Although we apologize for any inconvenience that Mr. [redacted] may have experienced we will present only facts. Please see supporting documentation. We will address three primary concerns. 1. "we arrived late at night". Our office continually spoke with Mr. [redacted] on December 27th (scheduled pick up...

date) to inform him that our driver was running behind schedule. Our drivers GPS would not locate Mr. [redacted]s home in the remote location. We offered to come first thing the following morning. Ultimately he preferred to have the move performed that evening. For this we do express apology. 2. "Price increase". Our office prepared a binding estimate based on 370 cubic feet. Upon arrival informed Mr. [redacted] that he had more furniture and more boxes to be moved. The volume of his shipment grew to 1200 cubic feet. He understood, agreed, signed and authorized us to perform this work. (Please see signed bill of lading). 3. "late delivery". Mr. [redacted] states that he "called our office 30 time". We agree, and we spoke with him on each and every single occasion, keeping him completely in the loop with his delivery expectation. We never made one single excuse that Mr. [redacted] claimed we made (flat tire etc). There was zero reason for an excuse on our end. His shipment was not delivered late. His shipment was delivered exactly on time. Please see top right corner of signed bill of lading (section titled 1st available date of delivery). Mr. [redacted] requested his shipment delivery window to start on 12/29/2016. We arrived and successfully delivered on 01/05/2017. January 5th was the 6th business day. Technically the 5th business day if we were to count Jan. 1st as a holiday. Please see highlighted section of attached document titled "[redacted]". We clearly and upfront, prior to reservation outline our delivery windows. This shipment was picked up and delivered on time. Mr. [redacted] was an extremely difficult customer to work with. We did our best to handle his demanding needs. Upon arrival late at night December 27th after finding out that his shipment was 3 times the anticipated size, we had our crew work until 3am to complete the move. By the time our crew arrived back at our warehouse, it was 6am the following morning. They performed nearly a 24 hour work day to complete his pick up. On delivery January 5th Mr. [redacted] repeatedly contacted our office to get an EXACT time of arrival. We explained there was snow on the road, we were putting chains on our truck tires and projecting to drive through the snow. Despite safety hazard to our crew, we took it slow , arrived and completed the move. Although Mr. [redacted] expresses his dissatisfaction our position is one that we bent over backward to perform his move and we therefore will not entertain the idea of compensation. Mr. [redacted] is free to reply to the Revdex.com that he is "not satisfied" with our response. However our position is final.

Please see supporting documentation. Document one titled "[redacted]BOL" is MR. [redacted] signed bill of lading. Please refer to the top right corner. Section titled "first available delivery". Mr. [redacted] was picked up on December 21st. He requested that we hold his items for one week (free of charge)...

while he had time to arrange his affairs in Virginia and requested a delivery no earlier than December 30th. Please see second attachment titled "[redacted] 1dafd" 1dafd refers to "first available date of delivery". This is an email sent to Mr. [redacted] (and all customers) the day after pick up (December 22nd). The top line confirms the first available requested date which the customer chose. This email is to insure that the shipper understand his first available date requested and the delivery window period that they have agreed to. The department of Transportation allows 21 business day to transport any shipment accross state lines. Our company hold itself to a higher standard and therefore we estimate only 3-7 business days for this specific "east coast route" that Mr. [redacted] is on. As we speak today (January 6th) we are only on the 5th business day of this window. We as a company including Kris S[redacted] (our general manager) have spoken with Mr. [redacted]. We have repeatedly informed him of our delivery windows that he clearly read, agreed to and accepted prior to this move being reserved. We informed him that his shipment is projected to arrive between Friday and Sunday, January 6-8th. This is not only within our 3-7 day ESTIMATED time frame but also far inside of the department of transportation's legal 21 business day window. Mr. S[redacted] expresses his apology if Mr. [redacted] feels the conversation was condescending. Our position is that his items are currently in transit, on a truck, in route. It is physically impossible to move a truck any faster than it is already traveling. Mr. [redacted] will receive his shipment on time and Relocation R Us will keep the Revdex.com up to date with this claim once we have a delivery acknowledgement signature from Mr. Chapman which will be inside of our company terms and conditions delivery window.

To answer [redacted]'s question; at the end of the route, the driver brings back the items he has on the truck back to the warehouse, when they come back to the warehouse that is when the customer(s) will be informed that we have the missing item(s). The driver does not take a straight route to Texas...

and back, the driver can make many stops on the way there and back. He would not be able to drop off the missing item himself, nor would we make it the driver’s responsibility to send the box via UPS or any other mail carrying service. We did search our warehouse and truck for [redacted]’s box, unfortunately it was not found. There are inventory stickers that match each customer’s belongings, that inventory sticker is placed on the inventory sheet and we can look at that sheet, check that inventory sticker color and number, and use that to see if it matches any of the missing boxes we have in our warehouse or truck from that trip. Since we could not locate the missing item, we informed [redacted] to move forward with a claim for reimbursement. The claim is currently being processed. We will do what we can to expedite this claims process for the customer.Thank You

[redacted] originally had a move scheduled for September 10th, we contacted her the day prior an asked if she would be able to change the move date to September 11th and she agreed to this change. When the movers called again on Sunday to confirm that they were on their way to collect her items...

she told the movers that she had already hired a different moving company and told them not to come. We did not cancel the move; it was the other way around. The binding estimate that was electronically signed on September 2nd states the following regarding cancellations: Cancellation/Refund policy: Any move cancelled prior to 3 business days to the ORIGINAL date of the move, a full refund will be provided. All refund requests must be sent in writing to [redacted].com three business days prior to original scheduled move date. If the move is cancelled within 3 business days or less, no refund will be provided. If your move date needs to change this will not incur any additional charges and your deposit will be transferred to the new move date. Should you choose to cancel your move with Relocation "R" Us on or after your scheduled "move out" date, a minimum of 50% from the total estimate will be needed as a cancellation fee. Since notification of a cancellation was not given 3 days prior we do not provide a refund on the deposit. If [redacted] has any further questions or concerns she is more than welcome to contact us directly at ###-###-####. Thank you.

A reimbursement check was sent to Ms. [redacted] based on the settlement provided by our claims department, we do apologize that it was not received. We will be more than happy to put a stop payment on the check that was sent and resend a new check with tracking information, we will send this tracking information to Ms. [redacted] email address that we have on file. If there are any issues or if this new check is not received we ask that Stephanie contact our customer service department. Our customer service department can be reached at [redacted]. Once again, we apologize that payment has not been received yet. 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.I would like for Relocation R US to pay for the damages done to my dresser and my missing bedstuds. 
Regards,
[redacted]

Ms. [redacted] was in touch with multiple people here at our office regarding her missing items. We checked our warehouse and the truck for these items, when the items could not be found we sent the information to Ms. [redacted] on how to move forward with filing a claim for reimbursement. We provided...

a phone number as well as the website for our claims department via email on November 28th 2016 (please see attached). If the customer does not want to move forward with completing her claim online and would like to speak to a representative in our claims department then it would be best to contact the [redacted] number. We will also be more than happy to have the claims department contact Ms. [redacted] directly to walk her through the claims process. Thank You

The contract said if necessary they will use a shuttle and we will have to pay $200. Well,  a shuttle wasn't necessary because the man on the phone said he didn't want to get a parking ticket for his truck. I told him there was a HUGE parking spot right in front of the building. I told him this and he said he'd "get back to me" he texted me back "final offer: $200 for shuttle." Do you think I was going to say no after he had our possessions on his truck? This was bogus. I deserve at least $200 for the shuttle. The wording needs to be changed in their ridiculous contract.  #neveragainrelocationsrus

We spoke with consumer and have decided to refund her $300.00 and the customer is satisfied.