Prestige Van Lines

Complaint: [redacted]
I am rejecting this response because:Ms. [redacted] was present during the delivery of the items. We were not told to pay the balance before items were taken off the truck. The balance was asked for AFTER all of our items (minus the TV, white box, and painting) were already in the garage, in our property. One key fact that has been falsified in the business' response was that we "snatched" the money out of the drivers hands. The money was never in the driver's possession, and we have sworn statements to back up this fact. We informed the driver that we would pay the full balance as soon as we received all of our items. Items were not left on the truck because the police required the movers to leave the property. The TV was not found until the police had came to get our statements, in fact, the driver told us it had probably been left in the warehouse. We have filed a claim with the CSI claim service already. The TV has already been found, and Sara, our contact with the company, has yet to call us back to let us know if they found our box or painting yet. The value of the box contents is $300, and the painting is valued at $50. There was also no response to the fact that the driver assaulted us, or damaged the garage door. We also have two separate estimates for the repair of the door that will cost around $1,200. 
We will pay the full balance of $520 when all three items are returned or replaced at full value, and a settlement has been reached regarding the garage door repair.
Regards,
[redacted]

Review: Overcharged for moving expenses that resulted from unprofessional conduct and deceptive business practices. Also harassed and intimidated by one of the employees into giving a larger tip than I could afford while violating privacy

Sequence of events:

1/25: Spoke to [redacted] from Prestige Van Lines Inc. to set up move from NJ to FL. Informed her we had a 5x5x9 storage unit, two 10ft kayaks, 2 bikes, and a small studio apartment worth of items. She put down 20 small and 5 medium boxes, and she sent an invoice/estimate of $850.

1/26: Called to add another 10 boxes to my total, bringing it to 35 boxes and verbally confirmed the kayaks/bikes

1/27: ?Emailed to add a TV to the inventory, asking if this changed the estimate.? She never responded to my email and we never received a new estimate. Also noticed she hadn't included the kayaks/bikes in original estimate.

1/29: Called [redacted] after not hearing back from her. [redacted] said she would call us right back ?but didn't return our call.

1/30: Called again and was told [redacted]? wasn't in the office that day. ?Told the estimate hadn't changed, even with the TV.

1/31: Movers came to pick up our things and told us that we owed over $2100 because [redacted] hadn't included the TV, kayaks, or bikes in the estimate. When we offered the movers a tip, they said it wasn't enough and demanded at least $100 for each of the 3 workers. After going back and forth we agreed on $150 for them to split, and they insisted on following us to the nearest ATM. After taking out the money we found that the mover had followed us into the store and was waiting for the money. Paid $595 with a check and $905 in cash.

2/2: Called to speak with a manager, [redacted] who claimed that we had never told them about the kayaks or bikes and that we had received a discount of $85 already, and that we only told them about the TV the day before the move(Not true, we have email proof) and offered us an additional $100 discount.Desired Settlement: $500 refund to compensate for violation of privacy, harassment, and misleading business practices

Business

Response:

Response:Shippers actual name is [redacted] we have always kept in contact with Ms. [redacted] from the day of pick up all the way until the delivery. Ms. [redacted] boyfriend who did not give his name was on site on the day of the pick up. The increase in items was because of the increase of volume. The items mentioned above in the complaint are nothing close to what we picked up and would not make much of a difference if they were put on the inventory from the beginning. With that being said they had a dramatic amount of items not mentioned to us prior to the reservation of the move. This is very difficult for us with shippers because most customers fail to understand the importance in providing a specific inventory list. Our trucks normally pick up 3-4 jobs in one day. Trucks are measured and assigned to certain moves. The day that the [redacted] were picked up there were no other moves that day. That is the reason we were able to bring all of the items back to the warehouse. Finally, they were picked up and loaded. All contracts signed and agreed upon. On delivery in Naples,FL shipper did not want to pay balance. The policy states that balance is to be paid on delivery prior to the off loading of the vehicle for insurance purposes. After getting the customer to pay the balance, the shipment was off loaded and customer had been missing a box. He snatched the balance from our drivers hands and said he would not give it back until the box was given to him. Our driver then started to load the items back in to the truck to have the goods delivered to a storage unit and the shipper then called the police. Police arrived and demanded our driver to leave the property. Because of this some items were left on the truck and balance was never paid. We are willing to deliver the items as long as balance is paid. There are proper procedures that need to take place when there is a missing item. Customers are instructed to file a claim with our CSI Claim Service International describing the item missing and its value. Once that has taken place a settlement is offered and the claim will either be closed or sent to arbitration for further analyzing. Customer has yet to file a claim and has not paid balance.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Ms. [redacted] was present during the delivery of the items. We were not told to pay the balance before items were taken off the truck. The balance was asked for AFTER all of our items (minus the TV, white box, and painting) were already in the garage, in our property. One key fact that has been falsified in the business' response was that we "snatched" the money out of the drivers hands. The money was never in the driver's possession, and we have sworn statements to back up this fact. We informed the driver that we would pay the full balance as soon as we received all of our items. Items were not left on the truck because the police required the movers to leave the property. The TV was not found until the police had came to get our statements, in fact, the driver told us it had probably been left in the warehouse. We have filed a claim with the CSI claim service already. The TV has already been found, and Sara, our contact with the company, has yet to call us back to let us know if they found our box or painting yet. The value of the box contents is $300, and the painting is valued at $50. There was also no response to the fact that the driver assaulted us, or damaged the garage door. We also have two separate estimates for the repair of the door that will cost around $1,200.

We will pay the full balance of $520 when all three items are returned or replaced at full value, and a settlement has been reached regarding the garage door repair.

Regards,

[redacted] Freund