Precision Moving & Mini Storage

The customer's main complaint are that she waited too long for delivery, she was overcharged, and was mistreated After completely reading the complaint, it is most unfortunate that the customer feels cheated, however after review of the facts of the move our position is as follows: /> The customer stated that we added additional packing materials to her move, but that they were and we falsely charged her for them only to remove the fees later because sh refused to pay for them I have attached a copy of the original bill of lading which shows no such charges were ever added then to be removed in a discount the customer stated that she demanded a weight slip, but she initialed and signed for the final price to be determined by cubic feetHer move was at the minimum provided by Budget Van Lines, so her price remained exactly the same She also states that she was not updated about the delivery time frameBudget Van Lines personnel perform their own updates with the customers via phone and email to update the customers from their office this is how they provide their updates and customer service Even if [redacted] did not receive an update from us, she would've have received the same information that would've been provided to her from Budget Van Lines, Inc When [redacted] called on the afternoon of February **, 2014, I spoke to her myself and called her driver to get an update for her I spoke to the customer that the driver was currently delivering where there was an unforeseen delay at that delivery the driver was still unloading the shipment in Santa Fe, NM, which I informed [redacted] of She then informed me that it was hours away from her I gave her an ESTIMATED time of when the driver would be finished with his previous delivery before he would begin driving to her Based on this information we ESTIMATED around what time he would arrive at her homeI advised her since it would take such a long time, if she had any errands to run she was free to do so since he was such a ways away While estimating how long it would take the driver to get there since he could not give me an exact time, stopping to get fuel or running into traffic from Sante Fe, NM was not taken into consideration when trying to determine how long it would take for the driver to arrive at her home To address the issue where the driver was rude to her we do not condone rude behavior, and there are consequences for such, however this does not give customers the right to treat driver however they want either while on the phone with [redacted] ***, she was very agitated and a bit rude herself, although she did not receive any rude tones, attitude or behavior from the office, there is no telling what was said to the driver on delivery the driver is very professional and courteous and we do not receive complaints about him the fact that there was an exchange between them is unfortunate and has been addressed, however in all fairness I am positive that whatever might have been said was a reaction to the tone and attitude that [redacted] was already displaying before his arrival To address the issue with receiving payment before the items were unloaded: it is very understandable to see where [redacted] ***'s opinion lies in this instance Considering the communication issue between her and the driver and anticipating his arrival her hesitance to pay him before seeing her itemsHowever, it is listed on the same contract which she signed that payment must be relinquished to the carrier before the items are unloaded If there are damages to [redacted] ***'s items, the proper way for reimbursement is to file a claim, a claim form has already been sent to the customer We hope that this issue can be resolved soon We would like to apologize for any mistreatment that she has received Again we do not tolerate our employees engaging in argumentative discussions or going back and forth with customersWe always advise them it is either best to not perform the move or complete the delivery as quickly as possible and avoid any disrespectful dialogue with the customer As stated before, sometimes this cannot be helped if an employee is presented himself with a disrespectful manner or toneWe are all only human and can only endure but so much before the need to defend and speak for ourselves the fact the it took so long to unload her shipment, was also because they were looking for her rugs which were located closer to the front of the trailer the fact that the movers took the time to look for her rugs shows that they were trying to complete her delivery and provide her with a service The fact that they are being called disrespectful names in a complaint where they cannot defend themselves also says a lot what might have gone on on delivery from [redacted] *** At this time we are waiting for the claim form from [redacted] to address whatever damages she may have Please also note that per the estimate from Budget, her balance was supposed to be $1092, and only $was collected Delivery for the move was done within the 14-business days guaranteed on the contract

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The response does not correctly address the delivery of household goods or credit card charges accuratelyWe have been promised numerous times that the goods were en route, and we were even given the name of the driverObviously that was informationCharges have appeared on our credit card that were not authorizedA more comprehensive response will follow [Your Answer Here] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

The customer has stated that she received a different price when her things were already loaded onto the truck From what was made clear to our office, is that the customer was only supposed to have pieces in her shipment, the crew picked up This is almost double the amount of items than what was inventoried on the estimate So the customer was charged additional Also the customer was not present herself on pickupSomeone else was there on her behalf to sign for and oversee the loading We cannot speak for the representative as to why they did not directly inform [redacted] of the change The update was provided to Agility Van Lines, who contacted [redacted] about the balance of her move When [redacted] things were first shipped, they were sent with the initial information before we were updated with a new phone number, this is why the driver was unable to contact her until the day of the move, even though we did tell her the Thursday prior that the truck was due to arrive the upcoming Monday It is also understandable that since she received a different delivery window before why she wasn't fully prepared, but then since she was told two business days before, she did have the opportunity to get the funds ready for delivery [redacted] has made our office and Agility aware that she is missing items from her shipment, and we have performed a warehouse search for the missing itemsAt this time, we have not recovered anything related to her shipment For the damages, we have not received an official report before this complaint We have been advised that all claims are reported to Agility Van Lines, however if more assistance is required from us while we continue to look for the missing items we will gladly assist Best, Rashidah J [redacted]

The customer claims that we were supposed to be there on 814, I have attached a copy of his order from the broker which shows that the pickup dates ranged from The customer was sent an email on letting him know when the driver would be making his delivery and the date that he arrived in CaliforniaAt this time, the delivery has already been completedIf there are any questions, please feel free to contact our office Thank you, [redacted]

The damage caused to the bed posts were not intentional, the purpose of breaking down the bed was to ship the bed without even more damage taking place to the item if it was left assembledThe fact that it was damaged is unfortunate, but the facts of the case are that the insurance is only .60/lb./article If [redacted] felt the bed was worth more than the free insurance that came with the move, or felt uneasy about the dis assembly of the bed than it is relevant that additional insurance was purchased, because if it was then the payout would be different because the coverage would give back more moneyIt is apparent that this complaint will not be resolved because the customer is not satisfied with the insurance coverage regardless of the fact that she did not purchase additional insurance for the move

What [redacted] failed to mention is that the claim went specifically by weightThere is no record or acknowledgement of additional insurance purchased All items were based on the limited liability signed for on the of lading and outlined within the estimate details, the liability coverage is asked for on the claim form and stated in the determination letter What was also failed to be mentioned is the reason why the claim form was sent again is because she did not return it with a notary stamp or seal imprint from a notaryAll that was present was a license number and a signatureWe expressed to her that this is not sufficientShe debated with us back and forth about it, but finally sent it in The customer states that she had furniture missing, but still to date even when she filled out the claim form, she never stated that furniture was missingInformation supporting these facts have been attached, including the determination letter and explanation to the figure offeredTo suggest that we would re-sell her things is outrageousthese constant attacks and and ill informed statements and complaints have been going for months with the customer The customer's claim has already been completed and we are waiting for her to either accept of declinePlease contact us if more information or documents are needed

It is unfortunate that the customer suffered damages during the move, which is always a risk when transporting items cross country [redacted] is complaining about the amount bring offered for her claim, but it is based ob the limited liability that she signed for on the day of pickup for per pound per articleSo all items not packed by the owner are paid for this wayWe have attached a copy of the determination letter which explains that it is based on the limited liability level, and breaks down how all the items are reimbursed The reason why the recovered items were shipped to [redacted] is because #considering the distance of her address from the office and the current shipping schedule, it was the quickest and most logical way to get the lost box to her If she feels as though the items were damaged during the transport while with fedex, a claim can be opened with them as well If the customer still chooses to accept the claim, it will remain open for months, then her claim will be closed due to inactivity

When we scheduled the customer's delivery, it was before the truck had issues and we were currently on scheduleWhen the truck broke down, we informed [redacted] immediately Unfortunately the truck ended up in the shop for many days Everyday while the truck was in the shop, we would call from our base office in addition to the driver asking the repair personnel how much longer we had to wait for the truck to be repairedWith every update we received, we informed the customer IT is unfortunate that everyday they gave us a different answer, which in turn we forwarded to [redacted] As far as notification, [redacted] was informed about the delivery window by our office personnel [redacted] at ext*** There was not a time when we did not inform her of the issues On 614, when the truck was finally on the way after being out of service in North Carolina, it did break down again When [redacted] called us, we had just found out the truck broke down and never got a chance to inform herIt was within minutes of each other when the driver called the office to let us know so we could find him another tow trucking company At this point, [redacted] said she did not believe anything and said that our company has been lying the whole time and informed me that she would file a Revdex.com complaintI explained that I could send her copies of the receipts for the time periods which we had to wait for the truck to be repaired She didn't care, and hung up The truck was maintenance immediately, and the delivery was done the very next dayAs far as the terms and conditions of the contract, the delivery window is to business days from the earliest date the customer can accept deliveryThe delivery window began 6/**, the items were delivered 6/ [redacted] on the 9th business day We have uploaded copies of the receipts and signed bill of lading from deliveryPlease give our office a call if more documentation is required

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Precision did give me a different price when my things were already loaded on the truckWhen I called them I was informed that it would be 5-business daysMy things were picked up n I called numerous times thereafter and I was always told the same thing, that my things were en route to CA and it would be 5-daysOn 9/ [redacted] I called and spoke to the supervisor of dispatch who stated that my things were still in a warehouse in NYThis company lied to me from the onsetMy things were finally delivered on I was not given any noticeI received a call hour before delivery, which was very stressful because it was a holiday, and I had to go to the bankThe drivers stated that they did not have my new number despite the fact that I called and left it several timesMy things were delivered by a different company, and many of my things were damaged and I'm missing a few boxes and a coat rackI called and asked for these itemsI was told that the company would get back to meI have not received a call back thus farI have pictures of the damaged goods In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

We are Precision MoversThe job was booked by a broker called The Moving Company (see attached), we are working based on their ruled ans regulations and our tariff The customer was picked up on January **, The customer was supposed to move only items per the attached inventory listOn pickup, we retrieved items Normally delivery to this area takes about to business daysBusiness days consist of Monday thru Friday and exclude holidaysThe space we reserved for the shipment resulted in not being big enough since the customer ended up sending times the inventory list on the estimateBecause of this, we could not ship the items immediately as intendedWe had to wait for space to be available to go to the Louisiana/Texas area We spoke to the customer about to times regarding the delivery Based on the paperwork from the moving company, the customer's delivery window ranged from Since the earliest date to receive delivery was 12014, business days from this date is actually Everyday after this date is eligible for a $per day allowance from the bill At this time, the shipment is scheduled to be delivered the following week between the estimated date of 1/**- 1/**When the truck does arrive at the customer's home, we will make the deductions from the balance dueIt is unfortunate that the delivery was delayed, but we were not expecting to pick up times the estimate resulting in the inability to ship the items on the first truckOur movers will do their best to satisfy the customer when they arrive with their shipment in Louisiana Thank you, [redacted]

The customer's shipment was received on October **, The shipment was already on its way to the customer when the complaint was madeDeliveries to the west coast from the east coast take an average of 21-business days from the first date of deliveryDelivery was made in a timely
fashion

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I am not "complaining about the offer of the claim." Every single item was damagedWhen the claim was filed, I was asked to provide the worth of each item and was even told that my claim would not be processed until all of the repair costs were providedIn the end, it was irrelevant because they offered to pay me based on weightI was offered about $for the total damages.
The items should never have been shipped in the first placeThe company lost them, as mentioned in my previous letterOnce they had been located, I was promised that the items would be rewrapped to be shipping appropriateThis was not the case.
A claim does not need to be opened with FedExThis is not their concernThe Moving Company broke every single item that was delivered and is solely responsible for this.
It is offensive that this needs to be explained different ways.
This is very simpleMy items were delivered damaged, in soaked boxes, and deserves to be compensated appropriately.
The movers caused damage even before my items were placed on the truckI have an heirloom brass bed that they caused hundreds of dollars of damage to by hammering parts of it into the bed frameSurely this damage should not be subject to any limitation in the contract that is based on weight.
Furthermore, I signed a contract stating it was not okay to store my belongings and I was assured that my items would not be placed in storageIn reality, my belongings were in storage in New York for over one week, where items were misplaced/lost and boxes and their contents were soaked and destroyed
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We have been in contact with the customer regarding their deliveryUnfortunately there was a delay in getting their items to them in Kansas Since we were having issues delivering to that region, we were working together with one of our drivers to try to get the delivery doneWhenever we had
an update for the customer it was given Since the repeated explanation of the delivery window, and the facts pointed out that they never specifically said when they were ready for delivery, they replied via email that from August **, they were officially ready from delivery It was explained to them over the phone that from the ready from date Please also note that we explained to them the delivery window, and that we could not specify a date until the driver was closer to their area When he was closer, then we would be able to let them know when to expect the driver At this point the items have already been loaded and are on their way to the customer, which they have already been informed of Delivery of their shipment will take place this weekAttached are emails that we have been in contact with them since August **, via telephone, and attached emails are responses to those conversation that have taken place

The delivery for this customer was made on 10/**/The shipment was already on the way to the customer when the complaint was madeSince delivery usually takes place between 21-business days from the first date the customer is ready from delivery, it was made in a timely fashion per the
terms and condition of the contract

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
NOTE** I have tried to send this the last days, I have also called, I have documents to upload and keep getting an ERROR message
On Friday, November *** I received their
settlement offer for all the damages and missing and stolen items and I am both
stunned and insulted in equal measureOne of their employees stole my ***
tablet out of the box and re-taped the boxI have photos of the packing box, the
empty box where the tablet was stolen from and photos of the different packing
tape they used to re-tape the boxI was informed that damages to the house are not their responsibility if items
moved are difficultThe only item moved into that room was one king size
mattressThey sheared off the door handleIf they are not competent to move
one mattress into a room, perhaps they are in the wrong profession. They estimated my claim based on a percentage of the WEIGHT of the items and
came out with a total of $That is supposed to replace a missing tablet,
replace a door handle, buy a new broom that they left on the truck AND repair
my $elliptical machine? I was expecting at least $1,and was willing to
accept $I was outraged to open an envelope to see an offer of $I am including all the copies of the documents I sent to them for the claim
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The customer stated that she quoted a price of $which is what have had on the paperwork upon pickup for *** *** moveHowever, this price was based on a inventory that only detailed piecesWhen the movers arrived at her location, they retrieved pieces in totalThis is
almost double the inventory Since *** *** price with Agility is based on cubic feet, this is how she was charged for the additional volume that her shipment occupied Her information was provided to Agility with the new information from the pickup She was then provided a revised estimate from a Agility Van Lines Representative The total move came up to $ Although the communication for the delivery was unfortunate, the customer did receive delivery on October **, Please see the attached paperwork wit the customer's signature for the date deliver was received, and the inventory retrieved and delivered Please note page on the estimate that states the delivery window for the distance of miles *** *** move falls under Attached are all the supporting documents pertaining to this movePlease feel free to contact our office if there are any further questions.
Thank you,
Rashidah J***

Since the consumer's response included the position with Budget Van Lines whom we contracted with to receive her account to move her belongings, we have spoken with one of the ***s *** *whom was handling her case throughout the move and after the delivery who advised us that the discount she is demanding in addition to the $hs been issued to her The paperwork was finalized on 3/**/ I have already issued an apology in my initial response to *** *** on behalf of Precision for the mistreatment that she has received provoked or not.
Since the customer has received the demanded money returned, we see no reason to keep the complaint open

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Gross negligence is a legal concept which means serious carelessness. Negligence is the opposite of diligence, or being carefulThe standard of ordinary negligence is what conduct one expects from the proverbial "reasonable person." By analogy, if somebody has been grossly negligent, that means they have fallen so far below the ordinary standard of care that one can expect, to warrant the label of being "gross."
Remember the unkindness, dishonesty, and deception you display toward others...dont be shocked when it comes back to bite you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We have reviewed the claim file for this customer, her determination letter was mailed out on January **,2015, but it was unknown to our office that it was never received since it was never returned to us The email that was used to contact our office belonged to Stephanie whom was out on
maternity leaveAlthough her inbox was being monitored until her return, we have apologized for this oversight, and lack of response to her We acknowledge that the issue would've been resolved had she'd been responded to when the email was sent in May At this time, Stephanie has already returned from maternity leave and is currently in communication with *** *** regarding her claim The paperwork has been sent again, and we are waiting for *** *** to receive it and reply Again we apologize for the delay and inconvenience.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
There have been more calls since I initially filed my complaint. We have discovered that we a] were not told the whole truth and b] were told several outright lies! After demanding to know where the truck was I was told two days in a row that they could not 'raise the driver'. Last Thursday [July **] I again wanted to know where the truck was. I was told that the furniture was actually in 'storage' but would be on the way 'tomorrow'. We were never informed it would EVER be placed into storage, just as we were never informed it would not be delivered in the truck it left in. The furniture was indeed delivered August *** at 8pm. When asked why it took so long the driver inadvertently told our son the furniture was in storage in CALIFORNIA for two weeks. Our son expressed his surprise at that and the driver said they often do that. The driver and helper were very courteous and helpful. We feel that with all the information, time, lies, and omissions associated with this move we must have 40% of our money back. Had we been told upfront about the length of time it would take, instead of telling us the *** through the ***, we probably would have sought another company to help us. But then they knew that, didn't they...?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***