Premier Transfer & Storage, Inc.

Review: Premier Transfer Company moved me from [redacted] Virginia to [redacted] Virginia on September 21 and December 22, 2015. I filed a Premier Moving and Transfer Claim Form to them on January 6, 2015 regarding damage that occurred to some of my furniture, a painted doorway, and a glass pendant. I did not hear back from them. So, I began emailing them to move the process forward. No one has responded to my claim for over two months. Here is the sequence of my emails and the company's response:

January 6th: I filed the claim via email on this date.

January 25th: I emailed the company and asked if anyone had reviewed the claim that I had sent on Jan. 6th.

January 26th: Company replied and said they would check and get back to me.

February 3rd: I had received no response, so I emailed again and asked if anyone had reviewed my claim.

February 8th: I had received no response, so I emailed again and asked if anyone had reviewed my claim. I said that if I did not hear back by the end of the week (Feb. 12th), I would make a claim with the Revdex.com.

February 9: I received an email reply that said my claim had been forwarded to Mr. [redacted] and that he would call me by the end of the week.

February 12: Mr. [redacted] emailed me and apologized for not handling my claim promptly. He said he had forwarded my claim to their insurance company, [redacted], and that I should hear back from [redacted] in 3-5 days. Mr. [redacted] did not give me contact info for [redacted].

February 24th: Since I had not heard back from Mr. [redacted] or [redacted], I emailed Mr. [redacted] again and told him that 8 working days had passed since he had said that I should hear back in 3-5 days. Again, I received no reply from Mr. [redacted].

March 4th: I emailed Mr. [redacted] again and said that I had not heard back from him or [redacted].... and that if I did not hear back from either of them by Wednesday, March 9th, that I would go ahead and file my complaint with the Revdex.com.

March 4th: Mr. [redacted] responded and said he would check with [redacted] that afternoon.

March 15th (Today): I have not heard back from Mr. [redacted] since March 4th.Desired Settlement: I had expected that Premier Moving and Transfer would send me an amount of money that would cover the cost of repairs on the furniture, glass pendant, and paint that was damaged during the move - essentially, a refund. Not only has the company not offered any refund or money to cover the costs, the company has not offered any analysis or response to my claim at all for over two months.

Business

Response:

Ms. [redacted] has a valid complaint as we did fail to handle her claim in a timely manner. Today I have confirmed that [redacted] Claim Service has the documentation and will proceed to process her claim. Her claim will be handled properly in accordance with the provisions of the Virginia HHG Tariff. [redacted] will contact her on Monday to confirm to her they have all of the required documentation. They will order an inspection of the damaged items by an independent third party inspection service. Based upon the inspection of the items a determination will be made, in accordance with the Virginia HHG Tariff, whether to repair the damaged items or compensate Ms. [redacted]. I would anticipate the inspection to be completed within the next 2 weeks. A determination will be made the following week.

I greatly apologize for this situation. I promise to work diligently to get this resolved immediately.

Regards, [redacted]

Consumer

Response:

I apologize that I did not see your response when it was posted on March 18th. I accept Premier Transfer's response. However, I do want to report to you that [redacted] has not contacted me and according to your response, you said that [redacted] would contact me on Monday. It is Tuesday night and I have not heard from them. would contact me on Monday. Do you know why?

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Here is a summary of the problems we had with Premier during our recent move. We tried to resolve our issue with John Phillips, the owner, however he sent our complaint to Mayflower and they refused to compensate us for our inconveniences.

1) All our belongings did not fit on the first Mayflower truck. We were only given notice that our belongings would not all be moved until the day before the move. We were updated about this by the Mayflower driver and not our coordinator, [redacted]. Our coordinator should have helped manage our expectations well in advance of the pick up date by letting us know that half of our belongings would not be arriving on time so that we could prepare and prioritize what should be packed first.

Nowhere on any information we were given by Premier were we informed that there was a possibility that all our belongings would not arrive together and on time.

2) We were told that the second truckload of our belongings would be arriving shortly after the first truckload. Our load date was 8/17/13. The second truckload did not arrive until 9/14/2013, almost a MONTH after it was picked up.

3) On 8/16/13, the load date, the Premier Shuttle team scheduled to help our Mayflower driver DID NOT ARRIVE. One of the men from that team did not show up for work that day we learned because his car was impounded the night before. After learning that the Premier shuttle team would not be arriving to help, our Mayflower driver was forced to solve the shuttle problem on his own by renting a UHaul truck and rounding up two moving people from another company to help load. This caused significant delays with our move, inconveniencing us, the Mayflower driver and many other people who were helping us.

Our coordinator was dishonest with us about the Premier employee who did not show up for work. When we asked if the shuttle team was on their way, we were told several times that they were in route and "should be there soon". Not only were we lied to about the team arriving, but when we mentioned that our Mayflower driver told us that the Premier shuttle team was not coming, our coordinator said that our Mayflower driver had gotten mad at the Premier shuttle team and fired them. This was completely not true and caused a great deal of unnecessary tension between us and our Mayflower driver.

4) When it became clear that all our belongings were not going to fit on the first Mayflower truck, Premier was slow to send a new shuttle team to collect the remaining items. And when they did send a team 4 hours later, the team still did not bring a truck large enough to carry all of our remaining items. A THIRD SHUTTLE TEAM was required!

The crew of Premier's second shuttle team that was sent was not professional or well informed about our move. The team leader complained to us much of the time about how early he had to wake up that morning, how long his day was, and about his many health problems including knee replacements and heart attacks. Also, after loading for several hours, he asked if our house had other floors. We do, in fact have three floors which were filled with belongings that still needed to be loaded...he should have known this from the beginning of the project and should have inventoried everything on each floor.

5) At 10:30pm on 8/16/13, (12 hours after the load began) after Premier had failed twice to remove all of our belongings from our house, we (my wife, her mother, and our four children) had to make arrangements to find a place to stay for the night. We also had to arrange for a family member to spend the night at our home, with no bed, bedding, food or other comforts so that someone could be present the following day for the final Premier pick up. The family member works full time and had to take a day off of work to help us with this.

6) We were inconvenienced again in [redacted] because we did not have all of the belongings we needed. Our baby did not have a crib to sleep in, so we had to spend $85 buying a portable bed for her. We did not have car seats for our children, did not have furniture, bedding, etc that was needed to help us fully unpack and settle into our new home.

7) We were not well informed about when our second truckload of belongings would arrive. According to Mayflower customer service, they were not even contacted by Premier about the need for a second truck assignment until 8/21/13, FIVE DAYS after our initial load date. We were the ones who had to check in with our coordinator to find out what was happening with the second delivery...we should have been updated regularly. Several of our phone calls were not returned promptly. Nothing happened with the second delivery until we personally contacted Mayflower customer service and were put on their priority list. Only at that time did things start to happen.

8) The day before our belongings were to arrive in [redacted], our coordinator forwarded us an email from Mayflower saying there was a delay and our stuff was still sitting in Fredericksburg, VA. This turned out to be untrue, but again it caused stress, frustration and confusion for us.

9) Our mattress was not boxed as promised, but just loose in the truck.

Overall, our experience with Premier Moving and Storage was extremely unprofessional. We would like to be compensated for this terrible inconvenience.Desired Settlement: We would like our bill adjusted to reflect compensation for all the inconveniences we experienced. The service we received was not what was promised.

Business

Response:

January 17, 2014

Revdex.com Serving Western Virginia RE: Revdex.com Complaint #[redacted]

Dear Mr. and Mrs. [redacted]:

Mayflower Transit, LLC (“Mayflower”) is an interstate motor carrier that provides interstate transportation services pursuant to operating authority granted by the federal government. Premier Transfer and Storage, Inc. (“Premier”) is a disclosed household goods agent of Mayflower for the purpose of the interstate transport of household goods shipments. When Mayflower provides interstate transportation services for a shipping customer it utilizes a network of disclosed household goods agents, such as Premier, to perform the actual moving services that are requested by its customers. At all times during an interstate move, these disclosed agents, such as Premier, are performing under Mayflower's interstate operating authority.

In this instance, you engaged Mayflower to transport a shipment of household goods and personal property from Virginia to [redacted] pursuant to Mayflower Order Number [redacted].

During the entire time that your interstate shipment was being serviced and transported by Mayflower, Premier was acting solely as a disclosed household goods agent of Mayflower. As such, Premier has no liability or responsibility separate and apart from Mayflower. Thus, Mayflower is exclusively the proper party to respond to the complaint that you submitted to the Revdex.com (“Revdex.com”) of Western Virginia because your complaint references issues that arose during Mayflower's performance of your interstate move. Furthermore, since Mayflower is headquartered in Fenton, Missouri, the Revdex.com of Eastern Missouri and Southern Illinois is the venue for the proper Revdex.com affiliate that should handle your complaint.

Despite the foregoing, the Revdex.com ("Revdex.com") of Western Virginia has insisted that Mayflower's disclosed agent, Premier, rather than Mayflower, respond to your complaint, even though your entire interstate move was conducted solely under Mayflower's interstate operating authority.

Premier respectfully maintains that it is not responsible for responding to a complaint that should properly be directed to Mayflower by way of the Revdex.com of Eastern Missouri and Southern Illinois. Nevertheless, in order to cooperate with the Revdex.com of Western Virginia, Premier would like to make the following comments regarding your complaint.

I, as president of Premier, which was operating as a disclosed agent of Mayflower, would like to personally apologize for any difficulties you experienced during your interstate relocation with Mayflower in August 2013. Mayflower and its disclosed household goods agents (including Premier) strive to provide customers with a stress free relocation. In your case, Mayflower did not meet your expectations. I am attempting to respond in good faith to the issues you have identified.

1. Your were not advised that the moving van that was assigned by Mayflower could not accommodate your entire shipment.

Mayflower dispatched the van operator who loaded the main portion of your shipment at your origin residence. This van operator is an independent owner/operator who performs interstate transportation services under Mayflower’s interstate operating authority. Mayflower was scheduled to load your shipment on August 16, 2013.

Mayflower makes concerted effort to load all of the items in a customer’s shipment onto one moving van. However, in this instance, another customer’s shipment which was loaded onto the moving van before Mayflower loaded your shipment was larger than anticipated. Therefore, there was less space available on the assigned moving van to load your shipment. Since all of the items in your shipment could not be loaded onto the assigned moving van, Mayflower determined that some of your shipment would have to be transported on a second moving van. The items that are transported on a second moving van are referred to as the “overflow’ portion of a shipment.

The Mayflower van operator was unable to determine that the first moving van could not accommodate your entire shipment until he arrived at your origin residence and inspected your shipment. Since neither Mayflower nor Premier were aware that the first moving van could not accommodate your entire shipment before the assigned van operator arrived at the origin residence, neither Mayflower nor Premier could provide you with any advanced notice of the fact that your shipment would be transported on two separate moving vans.

You have reported that this unanticipated situation resulted in most of the difficulties that you experienced during your interstate move. Mayflower and Premier regret that your entire shipment could not be loaded onto the first assigned moving van, and understand that you were inconvenienced by this unforeseen situation.

2. The second moving van containing the overflow portion of your shipment did not arrive at the destination residence until September 14, 2013.

As soon as Mayflower and Premier became aware that a second moving van would be required to transport the overflow portion of your shipment, Move Coordinator [redacted] advised you to instruct the van operator to load all of the items that you considered essential onto the first moving van so these items would be available to you at destination.

Mayflower was scheduled to deliver your shipment between August 21, 2013 and August 28, 2013. Although Mayflower delivered the main portion of your shipment on August 21, 2013 pursuant to the scheduled delivery dates, Mayflower was unable to deliver the overflow portion of your shipment until September 14, 2013. However, pursuant to Note 14 of Item 70 of Mayflower’s interstate operating tariff, a shipping customer is not entitled to compensation for the delay in the delivery of the overflow portion of a shipment. Nevertheless, Mayflower and Premier understand that you were inconvenienced by the delay in the delivery of the overflow portion of your shipment. For this reason, Mayflower would like to offer you $250.00 as a gesture of customer service for the delay in delivery of the overflow portion of your shipment.

3. The Mayflower van operator provided the shuttle service rather than Premier.

When a van operator determines that a shuttle is required for a Mayflower shipment at either origin or destination, the van operator has the responsibility of arranging for that shuttle service. In this instance, Premier was not able to provide a crew to assist in the shuttle service. Therefore, the van operator had to make other arrangements. Mayflower regrets any miscommunication and confusion that may have occurred among yourself, Mayflower, the van operator, and Mayflower’s disclosed agent, Premier, regarding the performance of this shuttle service.

4. All of the overflow items did not fit into the first truck that was assigned to pick up these items and bring them to the Premier warehouse.

On August 16, 2013, after Mayflower and Premier were notified that an overflow on your interstate shipment had occurred, Mayflower arranged for Premier to schedule the first available crew to transfer the overflow items from the origin residence to Premier’s warehouse to await the second moving van. However, all of Premier’s crews and trucks were servicing other shipments. It took several hours for a crew and truck to become available. Premier dispatched the first available truck, which was smaller than required, to your residence with the expectation that Premier would send a second truck to your residence as soon as it became available. Unfortunately, a second truck was not available until the following day, August 17, 2013.

5. The remaining overflow items were retrieved the following day.

Mayflower and Premier are aware that your family was inconvenienced because someone had to remain at the origin residence until the following day, August 17, 2013, before Mayflower could remove all of the remaining overflow items from the origin residence. Pursuant to Item 70 of Mayflower’s interstate operating tariff, when Mayflower fails to meet the agreed-upon loading dates, the shipping customer is entitled to $100 per day delay claim compensation. Since Mayflower picked up a portion of your shipment from the origin residence one day after the agreed-upon load date of August 16, 2013, Mayflower is prepared to pay you $100.00 as compensation for the delay in loading the overflow items that remained in your origin residence until August 17, 2013.

6. Inconvenience in [redacted] due to waiting for the overflow delivery.

Mayflower delivered the overflow portion of your shipment on September 14, 2013. Note 14 of Item 70 of Mayflower’s MT01 Tariff provides that delay claim compensation is not applicable to the overflow portion of a shipment. Nevertheless, as gesture of customer service, Mayflower is prepared to offer you $250.00 for the delay in the delivery of the overflow portion of your shipment.

7. You were not well informed about the delivery date of the overflow shipment.

It is Mayflower and Premier’s goal to provide Mayflower customers with accurate information regarding the date and time of the delivery of a shipment as soon as this information becomes available. Mayflower regrets that you believe that Mayflower failed to keep you sufficiently informed regarding the delivery date of the overflow portion of your shipment and apologizes for any inconvenience this may have created.

8. Incorrect information was provided by the Move Coordinator.

It appears that the Move Coordinator inadvertently sent you an email that was intended for another customer and did not apply to your shipment. The Move Coordinator’s error was addressed as soon as she became aware of the situation. As the President of Premier, I have addressed this issue with the Move Coordinator and we are working to improve the manner in which such communications will be handled in the future.

9. A mattress was not boxed as expected.

Documents that you signed during your interstate move indicate that Mayflower packed two twin mattresses, a double mattress, and three king/queen mattresses pursuant to your direction. Mayflower regrets that another mattress in your shipment may not have been packed as you expected. Mayflower is prepared to offer you an additional $50.00 as customer gesture for any inconvenience that may have resulted from Mayflower’s failure pack one of the mattresses that were included in your shipment per your expectations.

Summary

Mayflower and Premier understand that you experienced several unanticipated issues and inconveniences during your interstate relocation to [redacted]. Foremost among these issues was the fact that not all of your goods would fit onto the original moving van that was scheduled to transport your shipment. Mayflower, utilizing its disclosed agent, Premier, attempted to rectify this unanticipated and difficult situation to the best of its ability. Mayflower and Premier regret that your experiences did not meet all of your expectations. Mayflower trusts that its settlement offers which total $650.00 provides some indication that Mayflower understands and regrets the difficulties that you encountered during your interstate move.

Regards,

John S. Phillips, President

Premier Transfer and Storage, Inc.

cc: Revdex.com Serving Western Virginia

Revdex.com of Eastern Missouri and Southern Illinois

Consumer

Response:

I received the response email from Premier and I believe I accepted the response. I am assuming Premier will mail us a check soon as part of their resolution. I can let you know when we have received it.

Thank you for your help with this problem. I really appreciate it.

Review: Numerous issues involve this complaint; all related to poor service, lack of time-critical communication; broken promises and outright misrepresentation of material facts (based on after-the-fact discussions with work crew staff); lack of full disclosure regarding content insurability and lack of thorough explanation of suite of insurance coverages available to customer; extraordinary delivery delays; lack of adequate staff to timely load and unload property as per contracted dates; observation of work crew members working injured or beyond reasonably safe limits of personal performance (due to purposeful understaffing); lack of reasonable response to telephone and email communications from staff and the business owner; lack of delivery of requested damaged items list (provided to work crew in writing); lack of delivery of requested full paperwork package to serve as documentation of the move for employer reimbursement purposes (copies provided are illegible); failure to adequately maintain truck fleet vehicle for the contracted move (causing significant delivery delay); lack of response to written email demand and verbal promise by owner for reimbursement from mover-damaged items during offloading; undisclosed use of unskilled contract labor at loading and unloading sites (paying for professional movers, not part timers on a second, on-call job-should have been disclosed as a condition of the contract); lack of disclosure to customer by company estimator of intense personal upheaval that had the unacceptable consequence of his attitude affecting his response to customer and judgment regarding insurance coverages; lack of resolution of owner's verbal telephone offer and emails on June 11 and June 12 to Moving Coordinator for reimbursement of required lodging caused by mover delays (could not access apartment after hours of delivery).Desired Settlement: Receipt of letter of explanation as to described issues; acknowledgement of failure to provide the high quality service we contracted for and expected from our "hometown" moving company; Receipt of full contract documentation that is readable/legible, including all sheets of Household Goods Descriptive Inventories (carbon paper copies provided do not depict any readable information, and work crew foreman was asked to notice office of my request for readable inventories and written list of damaged property provided to foreman on June 10 at 11:15PM -without a requested receipt)by June 15 by Moving Coordinator via email; acknowledgement of discussions and received emails to moving coordinator on June 11 and June 12 regarding offer to reimburse contracted party in the amount equal to allowed insurance coverages at $0.60 per pound per article for four (4) reported damaged items (provided to work crew foreman "[redacted]" in writing at departure of moving truck on June 10) and to include one night stay at local motel. Total adjustment requested: $455.

Business

Response:

I sincerely apologize for the customers issues and also for being slow to respond. I will be glad to work with the customer to review in detail each of the complaint issues and provide a resolution. Part of the issue which caused this problem is that the Move Coordinator working with this customer left our business with no notice during the customers move. I would like to request a conference call with the customer and me so that we can work together on an immediate resolution. I can be available anytime between 9:00 am and 7:00 pm daily. Again, I apologize for the issues experienced during this move.

Regards, John S. Phillips, President, Premier Transfer and Storage, Inc.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action suggesting undocumentable conversations and discussions would not resolve my written Revdex.com complaint submitted with specific particulars, which included request for receipt of contractual paperwork, damaged property list, and a demand for financial renumeration. The Business Owner has NOT responded directly back to this customer in any manner since the initial emails and messages sent to the staff after the move event, NOR has the Business Owner responded directly to the customer since the Revdex.com complaint was registered. A certified letter dated July 5, 2015 was also sent to the Business Owner, which has not been responded to (attached, without letter enclosures). Discussing what occurred in the past that is associated with this moving experience cannot be changed, or improved. Excuses need not be rehashed, discussed or aired in conversations. The matter at hand is not negotiable either: the only resolution available is to respond directly to the Revdex.com Complaint and certified letter items, and refund as a VISA credit the customer in the amount of $455, and to send them by mail, the requested paperwork listed in the complaint and attachment certified letter. In exchange for this action, the customer will then register the ongoing complaint as resolved to the customers satisfaction. In my certified letter, (attached), I also urge the Revdex.com to consider Premier's Revdex.com accreditation status, due to documented breaches of Revdex.com Standards of Accreditation (7 of 8 Standards breached in this case).

The Owner of this business has himself used and has directed his staff to repeatedly use "lets discuss this matter" as a tactic to absolve responsibility for company actions. The Owner actually hasn't taken the initiative as a long-time business owner to "take the bull by the horns" and resolve customer's complaint to their satisfaction. Failure to do this as a routine Standard of Revdex.com accreditation practice, is futile and a waste of everyone's time. As read below in company emails (sent with the certified letter), there was explicit intent by company representatives to complete the requested actions, but these actions went without response, breaches of promise occurred, damage occurred that was due from the incompetence of the staff used, there was overt attempt to cover up damage, intentional delays of a clearly articulated delivery date, and there has been no action since the move to rectify the situation and recompense out of pocket expenses, or to provide paperwork that will be used for tax purposes by the customer. It is evident that company staff attrition cited by the Owner may have been responsible, but covering the communication gaps and needs of customers when clearly articulated to the Business fall into a "Black Hole". Mr. Phillips as the Owner is ultimately responsible for these actions. Hello Mr. [redacted],I apologize for the damage you have sustained. According to your binding estimate you did not purchase full valuation coverage, unfortunately, and the released valuation protection coverage will reimburse you at .60 per pound. I checked with Mr. Phillips and this is the procedure we follow based on your contractual agreement. The headboard is listed as 15 cubic feet which equates to 100 pounds and a $60 replacement fee for this damaged item. We will remit this for payment to you as soon as possible and I have copied our accountant on this email so he can put this in the system. Thank you so much. I will provide a copy of your paperwork first thing Monday morning.Take care,[redacted], the men finished at 11pm last night we signed the form work that was required including all the damaged items. I spoke to your manager about the king size bed and it will be replaced however you need to give me the proper procedure so we can get that moving please. Please send me all the forms that I signed last night asap they were not legible at all. I was not provided a copy of the damaged items list I need this also asap for insurance purposes. Thank you [redacted]Thank you, that is sufficient. I will be able to process the form via that information.Best,[redacted]

Regards,

Business

Response:

I have received and reviewed in detail the customer complaint dated July 5, 2015. I truly regret and apologize to the customer that the move was not handled in accordance to his expectations. I have processed per his request a customer gesture refund in the amount of $455.00. The receipt for the refund is attached.

The following represents a response to his specific items stipulated in the letter:

1.

Consumer

Response:

I do acknowledge the business's appropriate and appreciated customer goodwill refund amount of $455 made to customer's credit card. However, refunded out of pocket costs are only part of the requested complaint resolution. I have reviewed the response for this complaint made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not fully resolve my complaint. There are numerous issues raised in the complaint and customer's request for administrative paperwork that are part of the transaction have not been made , or were not accurately/correctly uploaded as part of the business's message response. When I read the message sent to me, I perceive there is more information, but it is not readable, (i.e., the response seems to be more extensive, but for technological reasons, the customer cannot read or receive the bulk of the business's response, or the message appears to be incomplete or its contents truncated. I wanted the paperwork as a record of the full transaction documentation. Of importance, is the staff's list of damaged property that was made part of the contract record at move-in. I also requested legible/readable copies of transaction paperwork. Until such time as I receive the requested administrative paperwork, and explanation from the Revdex.com, regarding the business's message that seems to be truncated, I consider the complaint not fully resolved.

While the Owner has made significant resolution efforts, it is not accurate to state that the complaint is fully resolved to customer's satisfaction. To be fully and adequately satisfied, the customer asks for:1. receipt from Revdex.com of the business's full response to the customers written July 5 2015 complaint.

2. receipt of fully legible contract documents with legible customer signatures (a photocopy of the original will suffice).3. receipt of list of four items damaged during the move. This was signed by the staff foreman and the customer and made part of the final move in contract paperwork. This list includes: a. platform bedframe support bar (wooden). This was documented by staff on site as damaged at unloading/set up at move in site.b. the base of a lawyer-style bookcase (with glass swing up shelving). Two of four legs were severely damaged by rough handling/lack of appropriate secure, and was acknowledged as business's responsibility above and beyond contracted limitations.c. The "Shark" floor cleaning appliance. It was dropped from the truck onto the ground by rough handling of staff. The rotating head was irreparably broken off. d. a metallic shoe tree was damaged by lack of appropriate secure inside the truck on transport.

Regards,

Business

Response:

The following are my specific responses to the concerns raised by Mr. [redacted] in his Revdex.com complaint letter dated July 5, 2015:1. Premier sincerely apologizes for the inconvenience the customer experienced as a result of an employee leaving employment from Premier. The customer's perception that miscommunication between the customer and Premier was intentional is without merit. Premier makes every attempt to provide the customer with accurate information. There may be changes to plans and other factors outside of Premier's control that affect prearranged plans. Premier sincerely apologizes for changes that occurred during the customer's move. With reference to the expenses incurred by the customer, Premier has provided the customer with a customer gesture refund to mitigate some of the costs incurred.2. Premier followed industry acceptable standards and all specific requirements in explaining the move process to the customer. I regret that there were miscommunications regarding valuation coverage of the customer's belongings. Please note that the customer signed a Waiver of Full Valuation that clearly explains in writing the waiver of this option. Finally, I regret that estimator was not specifically aware of the strong nature of the customer's desire for a new inspection versus providing a list of items.3. Premier maintains its equipment with regular maintenance and keeps all units fully inspected. It is for this reason that we caught the need to change out a tire prior to performing this customer's move. A blown tire would have resulted in even further delays for the customer. Preventive maintenance and daily inspections prevented a blown tire accident or other serious consequences that could have been incurred had Premier not changed this tire.4. Premier regrets any damage possibly caused during the move. The customer gesture provided is in response to the customer's inconvcnience.5. As the President of Premier, neither I, nor any of my employees to my knowledge, have been contacted by the customer's neighbor notifying Premier of any damage.6. The movers performing the customer's move were fully qualified. The help the customer refers to came from Premier's [redacted] location - owned and operated by the same company as the Premier [redacted] location.7. There was no intentional delay of the customer's delivery.8. Premier is not aware of the use of any injured crew member on the customer's job.9. Premier, as is an acceptable practice in the industry, uses carbon paper to provide a copy of documents to the customer at the customer's residence. Full copies of documents are provided with this response.10. The customer elected not to pay for full value protection and chose release valuation which is provided a not additional cost to the customer. The release valuation coverage is $0.60/pound as explained by the move coordinator to the customer.11. The company apologizes for the impact of the move coordinator leaving employment with Premier.12. Please find attached copies of all documents related to the move per the customers request.Sincerely,John S, PhillipsPresident Attachments:Copy of Receipt for full move charges.Copy of Receipt for customer gesture refund.Premier Transfer Bill of LadingPremier Transfer Waiver of Full Value Protection AgreementPremier Transfer Property Condition Report with Customer Notes at DestinationFull Inventory totaling 4 pagesAdditional Services Performed at OriginAdditional Services Performed at DestinationItemized Customer Survey/Inventory with Customer's Signature totaling 4 pages

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response, though not in accord with my account of events and circumstances, is nonetheless satisfactory to me. The damaged property list that I was requesting (and acknowledged by Premier staff) appears in the pdf file (page 5). All other particulars requested have been provided. I now consider the matter closed and resolved.

Regards,

Review: This company has a TV stand that they were to deliver to us for weeks. We have yet to receive the delivery. We have attempted to contact them and now they will not return my call. We offered alternate delivery sites and alternate numbers to reach me . They are not retuning my calls.Desired Settlement: I would like to receive my TV stand and without damage.

Business

Response:

I sincerely apologize in the delay for delivering this item to your home. Our customer service representative reached out to you several times this week and you should be receiving your item during the day today, March 19. Regards, John S. Phillips, President

Review: We bought patio furniture from [redacted] about a month ago, which was transported through a company called [redacted] to a local distributor named Premier Transfer & Storage (PTS). [redacted] sent multiple emails and automated phone calls detailing dates of delivery and transport tracking numbers. We called PTS once we received notice, through the tracking number, that it had arrived locally. During the call we were given a delivery date of the next business day (day 1). We received no time window for the delivery and were promised a call back for such information. No call back came and no delivery. On day 2, we called and inquired about our package. We were given a time between 2-6pm the same day. Once again, no delivery and no call, despite our voicemails, when the time frame came and went. On day 3 we called again, only to be put on hold multiple times; all calls were disconnected or sent to a voice mail. After calling two different phone numbers a total of SEVEN times, someone finally answered. We were told, "the delivery drivers had some problems and they should have called you but they didn't, so how does tomorrow sound?" Today is day 4, no furniture, no phone call...nothing. This is unacceptable -- no answer to the voice mails, or returned phone calls, and no delivery. To add insult to injury, this company boasts about being disabled veteran owned/run business - it does all veterans a disservice. I am a veteran and I am ashamed to be associated, even in name, with such a terrible business.Desired Settlement: I wish someone could give my family back the time wasted on this issue. I also wish that someone was held accountable for this blatant lack of customer service and logistics management. However, I believe nothing will happen and businesses like these will continue to operate. So all I really want is MY ORDER TO BE DELIVERED. If not, I'm guessing I'll be asking [redacted] for a refund - since PTS stole our goods.

Business

Response:

I am very disappointed that you have received poor service from my company. I will personally work to get this issue resolved immediately and your items delivered today. I take seriously the performance of our company and my service to our country. Clearly this has not been handled correctly and I need to get your items delivered immediately.

Regards,

President

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We were contacted by a Mr. [redacted] who apologized for the inconvenience and promised that the delivery would be between 1300 and 1500 hours on Oct 10th. Furthermore, he promised that the product would be assembled and the packing materials removed.

While I sympathize with the delivery men, as it was raining, the result was the following: The delivery was not until 1545 (already outside the promised timeframe), I had to ask the gentlemen to remove the product from the packaging and the boxes and packing materials were left on our patio.

The worst part is that we thought our dealings were complete. However, as we started placing our furniture, we realized that there were only SIX out of SEVEN boxes that were delivered. We immediately called the delivery men (whose number we had to get from the warehouse initially) and asked them why the seventh piece was not delivered. They said "...that was all we got from the warehouse, you'll have to call them and ask about the missing piece."

We called the warehouse, and no answer but I did leave a voicemail with Mr. [redacted].

We would just like to have ALL of our furniture. We'll be contacting the original selling company and the initial transport company to report the missing piece (which is an entire section of the sectional sofa)

Regards,

Business

Response:

I completely understand the customer's concern. As we provide delivery for other company's I recommend that the customer contact the company they purchased their item from to inform them they did not receive all of their items. In turn, I will also have our logistics manager review our receipts to determine if we actually received item number 7 of 7 which was not delivered. Regards, [redacted], President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], the seventh box was delivered the next business day following the initial shipment of the six pieces. I consider this complaint resolved.

Regards,

Review: The driver was rude and asked on arrival if a piece of furniture could be moved from one place to another said if could not, it would have to stay where placed. He had damage to different piece of furniture as if it had not be covered. The head boards on 2 beds were not put back on the beds. The refrigerator was scratched on one side and the repairs has since been taken care of. We were given a moving time of 11 hrs. and was told by [redacted] if it took longer I would have to go to bank and pay difference. If less they would pay me. I did not file claims to some pieces scratched or broken but have tired to received the amount overpaid. Science it has taken so long I feel that I need to receive my overpayment. I have told those I have talked if it had been more time involved I would have had to pay then that after. It only took 5 hrs 15 mins. I am sending paper work signed by driver when finished. I have talked to [redacted] at least 3 times and she assured I would received refund from accounting dept. I have talked to Mr. Phillips at least 2 or 3 times and have called another 3 times and was told that he would return my call. He has not. I have also talked to [redacted] in accounting and was told that she would send me an invoice or mine was lost in the move and would look about refund. I have been told before Christmas my refund was being mailed out but I have not received it.Desired Settlement: Refund

Business

Response:

I regret that Mr. [redacted]' move did not occur in a more professional manner and apologize for the difficulty he has experienced. On January 22 we mailed him the refund exactly as he requested. Please accept our apology for the delay.

Regards, John S. Phillips, President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I have copied below my e-mail correspondence with John Phillips, the president of Premier Transfer and Storage, which outlines my grievance. My initial correspondence was dated July 24, 2013, and my most recent communication with him was on August 30, 2013. Unfortunately, he has not taken steps to settle this grievance, and I last heard from Mr. Phillips via e-mail on August 19, 2013. From: Sent: Fri 8/30/13 12:58 PM To: John S. Phillips ([redacted]) Dear Mr. Philips, Per your last e-mail, I expected to hear from you by the end of last week. A full week has elapsed and my claim has not been settled. I understand that you are busy; however, I would like a resolution to this situation by the end of today, as I have given a reasonable amount of time for this claim to be dealt with. Thank you, ------- From: [redacted] To: [redacted] Date: Mon, 19 Aug 2013 14:01:27 -0400 Subject: RE: customer concern-second inquiry Please accept this acknowledgement of your message below. I will check into the situation and reply to you this week. I am sorry the move did not turn out better. Regards, John S. Phillips, President Premier Transfer and Storage, Inc.[redacted] Phone ###-###-#### Cell: ###-###-#### Fax ###-###-#### [redacted] Physical Location: [redacted] Blacksburg, VA 24060 www.[redacted] From: ] Sent: Monday, August 19, 2013 1:25 PM To: John S. Phillips; Subject: FW: customer concern-second inquiry Please refer to message below. Thank you. -------------------------------------------------------------------------------- From: To: [redacted]; Subject: FW: customer concern Date: Sat, 10 Aug 2013 21:01:49 -0400 Dear Mr. Phillips, This correspondence is to follow-up from my initial grievance, which I relayed to you on July 24, 2013, and I have copied the original message below. I received my shipment on Saturday, July 27, 2013. Again, I want to make you aware about the carelessness in which my shipment was treated. Upon delivery to my Connecticut residence, the king size mattress was only half covered by a box, and the remaining half was left exposed. Also, the other mattress and boxsprings were not properly repacked, even after I voiced my concern on the loading date (July 8, 2013) to [redacted] regarding this. [redacted] had immediately contacted the Richmond warehouse, and at that time she was told by an individual in the Richmond warehouse that my mattresses and boxsprings would be repacked in the appropriately sized boxes, rather than piecemeal with two mismatched boxes wrapped around a single item, or even having one mattress protruding from the packaging on one side. I paid a supplemental fee for having my mattresses and boxsprings properly packaged for moving, and this was not completed. Fortunately, I encased my mattresses and boxsprings with plastic coverings prior to moving, which prevented my mattresses and boxsprings from becoming filthy or damaged. In addition, I attached pictures of some of my items that I want to bring to your attention, as I believe these can serve as valuable didactic tools when training movers whom you hire to represent your company. The first two images show a cat perch that is excessively soiled on the top rim since it was completely uncovered during moving. The remaining pictures illustrate boxes that sustained substantial damage; one was completely eroded through on one side, and the other was impaled on the top. Clearly, these boxes were not handled with care. It is understandable that some items may be scratched or mildly worn when undergoing normal wear and tear during the moving process; however, these pictures demonstrate excessive and unnecessary damage. The items in these particular boxes were only mildly damaged and within my realm of acceptable limits of moving damage so as not to warrant reporting a claim. In the future, if your employees continue to poorly treat customers’ shipments, the reported damage claims will not reflect favorably upon the reputation of Premier. I have been greatly inconvenienced by this entire moving situation, with the mistreatment of my belongings, having another customer’s shipment delivered to my residence, and due to the breach of contract on Premier’s part from the lack of delivery by the guaranteed delivery date of July 24th, 2013, and I therefore ask that Premier compensate me in the form of a refund. I look forward to hearing from you and if you have any questions, please do not hesitate to contact me at xxx-xxx-xxxx. Sincerely, -------------------------------------------------------------------------------- From: To: [redacted] CC: Subject: customer concern Date: Wed, 24 Jul 2013 13:04:53 -0400 Dear Mr. Phillips, As owner of Premier Transfer and Storage, I want to make you aware of my moving experience with your company. I do not know if all internal situations that occur within your company are directly reported to you, and I therefore want to ensure that you can improve upon your company’s efficiency and customer satisfaction through this grievance. This formal complaint is to document serious grievances regarding the poor treatment of my belongings, the temporary loss of my shipment, and a breach of contract on the behalf of Premier Moving and Storage in regard to the guaranteed delivery date. My first concern involves the careless treatment of my belongings during pick-up from my [redacted], VA apartment on Monday, July 8, 2013. The movers did not have the correct size of boxes to pack my full size mattress with boxspring and king size mattress with boxsprings. Additionally, they ran out of protective blankets to wrap around my furniture (sofa, bedroom chest). The most alarming situation during pick-up was that the movers used the smallest size Penske truck in order to “shuttle” my shipment to the Richmond warehouse. Unfortunately, this Penske truck was too small for all of my belongings from my apartment, and my mother and I witnessed the movers push, shove, nearly drop several items and stack my belongings in a way which was potentially hazardous to the condition of my items in order to fit everything into this small truck. My additional complaints concerning the way in which the movers documented the condition of some of my belongings is outlined in an e-mail that I sent to my moving coordinator, [redacted]; I will forward you that e-mail. I maintained frequent contact with my moving coordinator, [redacted], (on nearly a daily basis) in order to track my shipment. I was told that my belongings were packed on Monday, July 15, 2013, with an anticipated delivery date of Thursday, July 18, 2013. I was notified by the Connecticut Mayflower agent on Friday, July 19, 2013, that my shipment had arrived and that it would be delivered to my residence on Saturday, July 20, 2013. Upon delivery on Saturday, July 20, 2013, I noticed that the shipment in the delivery truck did not belong to me. Both I and the Connecticut movers were in disbelief that the wrong shipment was delivered from the warehouse in Richmond, VA, to the warehouse in [redacted], CT. Shortly thereafter, I received a call from the warehouse manager in CT, [redacted], that he was in contact with the warehouse manager in Richmond, [redacted], to report about the erroneous shipment delivery. My moving coordinator, [redacted], also contacted me that day and explained that since it was the weekend, locating my shipment would likely not be possible until Monday at 8 am. After I made several additional calls to [redacted] on Monday, July 22, 2013, and left a voicemail on [redacted]’s phone (which he never returned), [redacted] informed me that my shipment was located, and that Premier found my belongings in their Richmond warehouse; in fact, my shipment had not even been loaded on a truck for delivery. On that day, I was told that dispatch would be called to pick-up my shipment, and [redacted] would call me as soon as she heard additional details from [redacted] in the Richmond warehouse. The following day, on Tuesday, July 23, 2013, I again called [redacted] since I had not heard back from Premier; she was still awaiting to hear back from [redacted]. As patient as I had remained through this moving situation thus far, I was naturally becoming upset and called the Richmond office. [redacted] answered and told me that she did not have any information regarding my shipment. Therefore, I told her that I wanted to speak with someone who can update me on the status of my shipment, after which I was transferred to [redacted]’s voicemail. After leaving a message, I again called the Richmond office and relayed to [redacted] that my message was not returned by [redacted] the day prior when I had left a message on his voicemail, and that I wanted to speak with someone directly about this ordeal; I was placed on hold and [redacted] came to the phone, he explained that the situation was an internal warehouse error of loading the wrong shipment, and that he was awaiting to hear back from Mayflower regarding when my shipment would be picked-up. I did not receive any apology from him regarding the erroneous actions of his workers in the Richmond warehouse, yet individuals not directly involved in this moving error apologized ([redacted], CT Mayflower). Throughout this entire ordeal, I have made numerous phone calls to my moving coordinator, [redacted], as well as to the Richmond office/warehouse, national Mayflower office, and local Connecticut office. The only helpful parties were [redacted] and the CT Mayflower office, when in fact the Richmond office, which was responsible for creating this problem, should have made an effort to rectify this situation, and be in closer contact with [redacted], so that she would have been able to appropriately update me. My shipment does not meet the minimum weight requirement of 3,500 pounds to be compensated for $100/day past the guaranteed delivery date; however, because of this horrendous moving situation, along with the extreme inconvenience it has caused, ( i.e., not having my belongings for nearly 3 weeks and sleeping on a couch since July 20, since that was the date that I was told I would receive my shipment and therefore disposed of my old mattress), and due to the breach of contract from the lack of delivery by the guaranteed delivery date of July 24th, 2013, as well as the inexcusable mistake of having another customer’s shipment delivered to my Connecticut address and being told that Premier did not know the location of my shipment for 3 days (Saturday, July 20, 2013, through Monday, July 22, 2013), I ask that Premier compensate me in the form of refund. My entire moving experience with Premier has been extremely frustrating, stressful, and upsetting, and I am still awaiting delivery of my belongings. I do hope that all of my concerns are addressed and that Premier can learn from this situation and improve their execution of services in the future. I would be more than happy to discuss this situation with you and I can be contacted on my cell phone at xxx-xxx-xxxx. Sincerely,Desired Settlement: As outlined in my e-mail correspondence, I would like a refund.

Business

Response:

This event was a terrible inconvenience to the customer and was completely wrong on behalf of Premier. In fact, the incorrect shipment was sent to the customer's home. The situation was corrected and the customer did receive her shipment. Clearly Premier Transfer and Storage, Inc, an agent for Mayflower Transit, is responsible to the degree described in the customer's contract. I will take immediate appropriate action to get this situation resolved. I do sincerely apologize for the inconvenience. Regards, John S. Phillips, President, Premier Transfer and Storage, Inc.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Please refer to the attached claim form document. Although I included this form exclusively per the request of Mr. Phillips, as stated in my previous email correspondence with him, “The items in these particular boxes were only mildly damaged and within my realm of acceptable limits of moving damage so as not to warrant reporting a claim“. Therefore, this claim form is neither applicable nor relevant to my formal complaint, as I am not requesting item repair or replacement since I am not claiming item damage. Also, as outlined in detail in my prior email correspondence with Mr. Phillips: “Upon delivery to my Connecticut residence, the king size mattress was only half covered by a box, and the remaining half was left exposed. Also, the other mattress and boxsprings were not properly repacked, even after I voiced my concern on the loading date (July 8, 2013) to [redacted] regarding this. [redacted] had immediately contacted the Richmond warehouse, and at that time she was told by an individual in the Richmond warehouse that my mattresses and boxsprings would be repacked in the appropriately sized boxes, rather than piecemeal with two mismatched boxes wrapped around a single item, or even having one mattress protruding from the packaging on one side. I paid a supplemental fee for having my mattresses and boxsprings properly packaged for moving, and this was not completed. “ “I have been greatly inconvenienced by this entire moving situation, with the mistreatment of my belongings, having another customer’s shipment delivered to my residence, and due to the breach of contract on Premier’s part from the lack of delivery by the guaranteed delivery date of July 24th, 2013, and I therefore ask that Premier compensate me in the form of a refund.” “My entire moving experience with Premier has been extremely frustrating, stressful, and upsetting.” Given these grievances, I request the following from Mr. Phillips: 1) Produce an official company pricelist detailing the individual prices of mattress and boxspring cartons including the company packing service of these items for: a. King size mattress b. Twin size boxspring c. Twin size boxspring d. Full size mattress e. Full size boxspring 2) Reimburse me at 100% of the total price for the mattress/boxpring cartons and packing service of these items given that this service was not completed properly. 3) In addition to the above reimbursement, I request that Mr. Phillips give his opinion of what he considers to be fair compensation for the breach of contract of failure to deliver my shipment by the guaranteed delivery date, and the overall frustration and stress of this extremely negative moving experience, given the temporary misplacement of my entire shipment and the initial delivery of the wrong shipment. Regards,[redacted]

Business

Response:

Attached please find the information you requested. The total cost of all packing and unpacking of cartons including mattress cartons was $120.81. Additionally, as we have previously discussed your shipment size is below eligible for a delay claim. Nevertheless, I will offer to provide you with a full refund of all the packing plus $100.00 for your inconvenience for a customer gesture of $220.81. Please let me know if this is satisfactory and I will provide you with this customer gesture for your inconvenience. Again, I truly regret the inconvenience you experienced with this relocation. Regards, John S. Phillips, President

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Revdex.com, I have reviewed the additional response made by the business in reference to complaint ID [redacted]. I appreciate Mr. Phillips’ apology and offer of reimbursement of $220.81. Due to the magnitude and severity of error involved in the delivery of moving services from Premier Transfer and Storage, I would have expected a reimbursement of $500, given that I paid a total of $2,321.45 for my relocation, and experienced the multitude of unfortunate circumstances that ensued. Nevertheless, I will accept Mr. Phillips’ offer of $220.81, and request that this amount be credited back to my credit card if he still has this information on file, as this was the method by which I paid for his moving services. In the future, I hope that Mr. Phillips will strive to improve both his execution of service and commitment to customer satisfaction.Sincerely,[redacted]

Business

Response:

Again I apologize that this event occurred. We will credit the money back to your credit card as agreed. The credit will run through on September 30. Thank you, John S. Phillips

Business

Response:

When we went to perform the refund on the credit card we found that Mayflower had processed the credit card. As a result, Premier does not have access to the credit card to make any type of refund in that manner. Yesterday we cut Ms. [redacted] a refund check and mailed it to her. I have attached this copy.

Business

Response:

This is my mistake. I will send the extra check for $20.81 immediately. Thank you for bringing this to my attention! John. John S. Phillips, President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I have received both checks from Premier Transfer and Storage. I appreciate all your help in mediating a resolution between me and Premier, as this outcome would not have been attainable without your assistance.Thank you,[redacted]

Review: Premier Transfer and Storage represented to us that we needed to include shuttle services in our conract with Premier Transfer and Storage. Based on his representation, we signed the contract that included ADDITIONAL CHARGES for third party shuttle services, after specifically discussing the AMOUNT of these additional charges with Premier Transfer and Storage's representative. Premier Transfer and Storage sent a full-sized truck driven by its own drivers, over my objections and repeated queries to the driver as to why he was bringing this truck to our house when we had contracted for a shuttle. Permier Transfer and Storage never provided any third party shuttle service whatsoever, breaching its contract. Premier Transfer and Storage acknowledges it never provided shuttle service. Nevertheless, it refuses to refund the amount we were billed for shuttle services, which was $873.68. We acknowledge that the company moved our items and we are willing to pay for the services actually provided; but we do not owe for services not performed.

We agreed to pay for shuttle service when we contracted with Premier Transfer and Storage in reliance of the representative's apparently false representation that a shuttle was needed. Premier Transfer and Storage appears to be engaged in misrepresenting its services to customers, then billing for third party services that it promises but does not deliver, then insisting on enforcing a contractual term that it itself has breached. Additionally, despite my repeated requests in writing and by telephone to provide an itemized list of services performed, the company has refused to provide this -- it simply gives a list of everything it promised in the contract that it breached.Desired Settlement: Refund of $873.68 that Premier Transfer and Storage charged to our credit card for a service that Premier Transfer and Storage did not perform.

Business

Response:

I apologize that the customer is confused as to the agreement she signed. The copy of the agreement is attached. She signed a binding price agreement which included the use of a shuttle truck. The customer's residence is located in a remote, wooded area with very poor access including a dirt and gravel road. The customer agreed that a standard moving tractor and 53' trailer could not access her home. The result was the agreement by my company to provide a smaller shuttle truck that could access the property. The move was completed using the smaller truck. Even the smaller truck had difficulty accessing and departing from her home. The shuttle charge is a charge for not using a standard tractor and 53' trailer. After loading, we decided to perform the full move using the smaller truck to avoid handling the customer's items multiple times and risk damaging her items. The agreement included the shuttle service, use of the smaller box truck rather than the full size tractor trailer, and Premier performed the service using the smaller truck.

Regards,

President

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My husband and I informed Premier Transfer and Storage on July 26, 2014, when the full-sized truck was left in the driveway, that failure to provide a shuttle and shuttle service was an unacceptable breach of that term of our contract with [redacted]. Despite multiple phone calls that day, and continuing through numerous email exchanges and complaints since then, now for the very first time Premier Transfer and Storage is claiming the truck really was a "shuttle. "

If it was a shuttle, [redacted] or [redacted] could have explained this to us on July 26, 2014, when we were on the phone to protest the failure to shuttle anything anywhere that day (rather, the company left the 32' truck in the driveway from the night before until the day after loading our furnishings). They could also have explained why, despite conversations addressing the difficulty of navigating the road leading to the driveway and the driveway itself, Premier Transfer and Storage sent a full-sized truck that could not pull into or out of the entry road and the driveway without risk of damage to the property. The truck supplied in July neither shuttled nor was suited to the terrain.

In August, if the vehicle were in fact a shuttle, [redacted] could have told us this in any one of our many email exchanges regarding anticipated adjustments to the bill. Instead, we were told shuttle service had been taken off documentation of services.

In September, if the vehicle were in fact a shuttle, customer service representative [redacted] could have let me know this during our several conversations. Alternatively. she could have stated this in her September email to me, which nowhere asserts a shuttle was provided.

In September and again in October, if the vehicle were in fact a shuttle, this information could have been shared via the two written responses sent by [redacted] Customer Service Specialist [redacted] when I requested adjustment of the credit card charge.

Only now, in November, is Premier Transfer and Storage claiming the vehicle was a shuttle.

From late July 2014 to the present, changes in Premier Transfer and Storage's responses to our complaint have continued to surprise. Initially we were told by the Premier representative that determination of final charges was up to [redacted], so we should follow up with [redacted]. The [redacted] representative, however, told us the final determination of charges was up to Premier Transfer and Storage, so we should follow up with Premier. At one point we were told we owed the money for the shuttle service because this was part of the BOUND charge. Later we were told we owed it because the shuttle service was a NON-bound charge for a third-party service.

In response to our repeated requests for written documentation of actual services, to date we have never received an itemized breakdown of services Premier Transfer and Storage actually provided. We also have never received a copy of the list of actual services that Premier supplied to [redacted] to evaluate adjustments to our bill in August, from which both shuttle service and wait time were removed, according to Premier's representative.

That we are receiving a new account of what transpired now, three-and-a-half-months after the fact, makes Premier Transfer and Storage's responses to our complaint all the more perplexing.

Regards,

Business

Response:

I regret the customer did not accept my explanation. Please find attached all the documentation including the Final Invoice, Estimate with the Customer's eSignature, and the Bill of Lading with the Customer's eSignature. Please note that all charges, including Origin Shuttle, an Extra Stop, and specific packing are all included in the bound price. The customer should also review the explanation for Pricing Option NW, on page 3 of 4 of the Bill of Lading, starred in Blue, other Additional Services listed as included. The Origin Shuttle service was included in the price. [redacted]'s representative, Premier Transfer and Storage, Inc., provided the origin shuttle service. As admitted by the customer, a tractor trailer was not able to access the customer's home. Once loaded on the smaller truck, [redacted] has the option to transport it directly to the destination as was performed for this customer. By moving the customer's belongings directly and not transferring them to a larger truck the customer benefitted from services not charged for by Premier. The customer received "dedicated service" where their shipment was not combined with other shipments for the long distance transportation. The customer's belongings were handled only one time preventing the potential for damage when shipments are transferred from a smaller truck to a larger truck and then delivered at destination.

Additionally the customer raised several other issues. The customer was concerned that a 32' truck was left at their home. The truck is a 24' truck used for our shuttles. Due to the difficulty in getting to the customer's home and with the customer's specific permission, the truck was left in the driveway to avoid delays in re-accessing the customer's driveway the morning of loading. The customer granted the driver permission specifically for the truck to remain overnight.

Finally, on numerous occasions the explanation of a shuttle was provided to the customer. The shuttle is included in the charges as a bound price. The explanation was provided by the sales representative during the sales process. The explanation was provided further by the move coordinator during the move process. After the move when the question was raised again the customer was referred to [redacted] customer service who confirmed everything that had been told to the customer by Premier and confirmed the charges were accurate and correct.

By giving the customer a bound price the customer did not risk any type of additional charges for additional services performed. Bound pricing is strongly preferred by our customers for this reason. The bound price includes a shuttle at origin. As a result there is no additional charge for the shuttle that could be refunded or adjusted.

In summary, the pricing for the shuttle was included in the bound price. The customer's home is not accessible by a 53' truck and trailer. The smaller shuttle truck was used to load the items. The items were transported to destination in the shuttle truck which resulted in the customers receiving a dedicated truck with no additional charges. A standard long distance move is based upon a tractor and 53' trailer that may, or may not, include other customer's shipments on the same trailer. In this case a smaller truck was the only possible manner to access the customer's home. The smaller truck was used and it was included in the bound price.

Regards,

President

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Absent any acceptable offer or resolution by Premier Transfer and Storage, I conclude this complaint by recommending strongly against doing business with Premier Transfer and Storage, and with [redacted] in the [redacted] which outsources its work to Premier Transfer and Storage.

I erred in thinking that [redacted], as a large national company, would stand behind or ensure quality or honesty from Premier Transfer and Storage. Premier Transfer and Storage's misrepresentation of and failure to provide services that it then bills for, its use of contracts of adhesion, its lack of responsiveness to complaints, and its bait-and-switch techniques border on the illegal.

Regards,

[redacted], Esq.