Priority Moving

Complaint: [redacted] I am rejecting this response because: They never told me they would be late, their initial call at 11:a.mwas to say they had to CANCEL the moveI told them that wasn't an optionHe then said he'd call around and see what he could do He didn't get back to me in a timely manner, I had to call him back several times to get answers and updatesAt 12:he said the guys out on a job would finish that job and come do my move, he gave the timeframe of a couple hoursAt 3:we called again after not hearing back and it was going to be another "few hours" Finally I spoke to the actual movers and they gave a timeframe of 7:p.mI had already got the [redacted] and started since I couldn't trust or rely on them coming throughI told them to keep me posted because if I wasn't done they could come and help finish it upAt 8:p.mI got a text that they were done with the move, stopping for a bite to eat and then could come over and helpI told them not to because we already finished They never offered to reimburse me for anythingNever did they say they'd reimburse me for the [redacted] expense, I would have taken them up on that If the estimated move time was 11-why would I think I'd need to tell him that I have to be out of my place by 8:p.mbefore? Obviously any person would assume even if they started at 3:p.m(the latest start time I was given when we booked the move) we would have been done by 8:p.m He was apologetic but sounded confused and unorganized on the phone, he wasn't the original person I spoke to every time I called to schedule the move, I corresponded with a Josh, I don't believe Josh is there anymore and all of a sudden it was only this new guy I spoke toI probably wouldn't have booked with this company if he was the original person I spoke to, he seemed confused and not professionalWho calls and cancels a move after the window already started??? Sincerely, [redacted]

Complaint: ***I am rejecting this response because:Sincerely,*** ***

We were hired to transport the customer's items to Bend OrWe were contracted to pack the kitchen items (the customer was to pack the rest) and move the furniture items and boxes to BendOn move day we did just thatThe customer called me directly several days later and presented the issue of the
missing router to meI asked her if she had made sure she unpacked everything and went through every drawerShe said she hadShe asked me if it could have been left on the truck and I told her that we check the truck is empty before we leave the job site and the following day before dispatching the warehouse we inspect the truck as well so it there were anything on the truck there would have been checkpoints and it was highly unlikely but I would check the warehouse anywayI asked her if she had checked with her realtor to see if by chance it was left behindShe told me she did not know if it had been left behind because she was unable to reach himShe claimed the item would cost $to replace and was seeking compensationI told her I would investigate the situation and get back to her about it
I spoke with one our our worker's who's name I will leave out for anonymity (we'll just call him mover #1) and he reported that we only packed kitchen items and that all of the other items in the house had already been packedHe also noted that he saw the customer before she left with a box of misc unpacked electronics and loose cords that she was taking with her personally her vehicle.
I should that it is the customers responsibility to be present during their move to ensure all of the items they would like loaded on the truck get loadedHowever, after speaking to Mover #I asked him if her was positive that they got everything from the homeHe said they cleared the entire place out.
I then called mover #and asked him what he could remember about the moveHe recalled the move with great detail saying that he did no packing but was instead wrapping furniture itemsHe also confirmed the customer decided to leave before we were finished loadingBefore doing so mover #notified her that we could not take loose electronic items or cords, etcso he helped her put them in the box that she was taking with her in her carMover #informed me that the customer instructed them to take everything in the house unless it was booted downWe typically don't take plants as it is against our policy but they made exception for herMover number #recalls doing such a clean sweep of the house that they even grabbed a loose extension cord in the garage just to be sure.
Neither mover recall ever seeing a modem and both movers were absolutely positive that they grabbed everything that they were instructed to transportI asked about the possibility of it being left on the truck and mover #told me that he was positive the nothing was left on the truck and the customer inspected the back of the truck to ensure it was empty.
After relaying this information back to the customer she did not refute it, but was insistent that we pay for the routerOn our contract for services she signed off on the released liability insurance option which covers cents per pound per in the event of damaged or lost articles but not to exceed the value of the itemThere was an option to pay for increased coverage but in this case it would not necessarily help given that all claims in moving are based on weight onlyThe option she chose it standard insurance option for household moving and comes at no additional cost
Neither mover saw a router, nor did they pack any electronic itemsSo I can not even verify if this router was even something that we transported or notAlso,the router was the only thing missing so it would have been a loose item and the movers would have seen it doing the sweep of the house
Lastly, a router in of itself is a relatively inexpensive electronic item most ranging from $25.00-$and the cost of $is proprietary to Comcast and not based on the actual value of the item, but on the contractual agreement between the customer and another service provider (Comcast).
As much as I would like to have this matter settled in favor of both parties, we are limited by the liability of per pound in the event of claimsAside from that after reviewing the evidence of the move I cannot accept responsibility for an items that neither of my movers have even seenIf it was packed into a box by the customer there would be several other missing items along with the routerEven then there would be a valid claim of per pound for the weight of the missing box.
We stand ready to honor our contractual agreement and pay a claim of the weight of the router as per the regulated insuranceWe do not set the regulation.
I have attached a copy of the invoice for packing and can submit the invoice for moving as wellBoth times the standard insurance option was selected.
Thank you and let me know if there is anything else I can do to assist in this matter

Complaint: [redacted]I am rejecting this response because:
1. They never told me they would be late, their initial call at 11:30 a.m. was to say they had to CANCEL the move. I told them that wasn't an option. He then said he'd call around and see what he could do. 
2. He didn't get back to me in a timely manner, I had to call him back several times to get answers and updates. At 12:30 he said the guys out on a job would finish that job and come do my move, he gave the timeframe of a couple hours. At 3:00 we called again after not hearing back and it was going to be another "few hours". 
3. Finally I spoke to the actual movers and they gave a timeframe of 7:00 p.m. I had already got the [redacted] and started since I couldn't trust or rely on them coming through. I told them to keep me posted because if I wasn't done they could come and help finish it up. At 8:00 p.m. I got a text that they were done with the move, stopping for a bite to eat and then could come over and help. I told them not to because we already finished. 
4. They never offered to reimburse me for anything. Never did they say they'd reimburse me for the [redacted] expense, I would have taken them up on that. 
5. If the estimated move time was 11-3 why would I think I'd need to tell him that I have to be out of my place by 8:00 p.m. before? Obviously any normal person would assume even if they started at 3:00 p.m. (the latest start time I was given when we booked the move) we would have been done by 8:00 p.m.
6. He was apologetic but sounded confused and unorganized on the phone, he wasn't the original person I spoke to every time I called to schedule the move, I corresponded with a Josh, I don't believe Josh is there anymore and all of a sudden it was only this new guy I spoke to. I probably wouldn't have booked with this company if he was the original person I spoke to, he seemed confused and not professional. Who calls and cancels a move after the window already started???
Sincerely,
[redacted]

Hello, 
This customer did call to schedule her move with us on for the 16th of July. We had no morning appointments available and had only afternoon availability for an estimated time of arrival between 11-3pm with a phone call 30 minutes prior to arrival. I informed her that the arrival time...

is contingent upon the completion of the first job. 
On move day we had two of our movers who were sick and we had to call in other movers to cover the shift. This delayed our start time for the day and we called each customer and alerted them of the issue. Our first customer was understanding but our second customer (whom is making this complaint) was upset and concerned. She THEN decided to inform us that she had to legally be out of the apartment by 8pm. Had I known this information prior to her move day I would have told her an afternoon appointment would not work for her due to the risk of a late start.
Our movers worked through the first job without taking a lunch or breaks (their own decisions) to attempt to get to the customer making this complaint as quickly as possible. We made contact several times throughout the day to alert her of our progress and assure her that we would get her moved. 
She then stated that she was going to rent a [redacted] and start moving things herself. We offered to cover the cost of the [redacted] and still come out and get her moved. She declined. Our movers called her to alert her that they were en route and would be arriving soon. She told us that she was too upset and did not want to move anymore today. 
Given the nature of our industry and the unknowns that occur we do not offer solid arrival times and make no guarantees about arrival time. This was discussed already prior to the move. While I can understand there is room to be upset, there is no negligence that occurred. We had workers call in sick and replaced them as soon as their replacements could arrive. 
We issued apologies on the phone, offered to pay for her Uhaul, worked extra hard to get to her moved as soon as possible, and we have incurred labor costs for her cancelling the move once we had already dispatched to do the work. 
We would have gladly completed her move for her but she opted to cancel the service before our arrival so there is no contract for services between us and no services have been rendered, therefore monetary compensation is not appropriate.
We do apologize again for being later than the estimated time of arrival, however, that is exactly why we have ESTIMATED times of arrival, so as not to set a solid expectation for afternoon moves.

Review: I hired the moving company to move two sofas I bought on craigslist and had a friend meet them there to open house. While placing one sofa it was slid across the wood floor, newly finished wood floor, and a large gash was left in the floor. I had it repaired and the moving company insists it wasn't them. They were the only ones that touched the sofas. So now I am out my moving money and the cost to repair the floor.Desired Settlement: I would like to be reimbursed the $500 to repair the floor.

Business

Response:

We were contracted by Ms. [redacted] and asked to pickup a sofa and love seat, on April 11, that she had purchased from a private party and bring them to her residence in [redacted]. Ms. [redacted] was not going to be present and we would be let in by [redacted], (presumed to be her contractor – they were working in the house). Our instructions were to place the sofa in front of the window in the living room and to put the love seat on the wall with the heater.

Review: Sales and estimate person [redacted] visited the home and provided bid and service estimate in the home.

He was specifically asked re: moving the big scree TV. We were advised we must remove the TV from the wall mounting, so his crew could place the TV in a special shipping box. We declined additional insurance on the shipment because we were promised appropriate professional packaging. Our move appt was missed by Priority Moving and they admitted a scheduling error, coming the day following the originally scheduled day. [redacted] was absent due to this scheduling error and was on another move and unable to supervise his crew.

When we arrived at our new home I found the 55" TV with a blanket on the back, and a piece of standard cardboard taped to the front of the screen...needless to say I was surprised, as we had been promised a special purpose built box to protect the 3,000 dollar TV. When we finally connected to the cable and was able to turn the TV on about two weeks after our move, we were disappointed to see pixalation flaws and stripes accross the lower right corner of the screen,creating vertical stripes the right lateral border 6 inches wide. Looking at the screen it appeared there had been a compression injury to the right lower screen, causing the defect. We have spoken with [redacted] twice, emailed back and forth at least twice, and dealt with [redacted] in claims. We have offered to settle for replacement value (600.00) and have been offered instead a 60 cents a pound settlement, because we did not purchase extended coverage. I feel we have suffered loss due to breech of contract, as we were not provided the protective packaging we were promised. [redacted]'s response: "Sorry, but why didn't you supervise the moving crew." My wife was scrambling to perform the delayed final clean up of the residence, as we were contracturally obligated to be out of the house the day before. She trusted the professionals to do their job.Desired Settlement: Existing replacement value, about 600.00

Business

Response:

I have read the complaint. I would like to first and foremost apologize to Mr. & Mrs. [redacted] for the error in scheduling. It is true that there was an error on the part of Priority Moving in regards to the moving date. We are sincerely sorry for the error and expressed so to the [redacted]s, We offered to get a truck and crew out the same day to take care of the move but Mrs. [redacted] said the next day would be fine because her house was still under construction. We also offered a discounted rate as to show we are sincerely sorry, which they accepted. When we arrived to perform the move her destination home was still under construction and she asked that we store everything in the garage as the home was not ready. We let them borrow over 50 moving pads that our crews wrapped the furniture in to keep her belongings protected while in her garage. Priority Moving did not charge the [redacted]s any rental fees for use of the moving pads as to show them we do care and were sorry for the error in moving dates. We offered to come back and move her belongings into her home but they opted to move them back in on their own. In regards to the Television we do offer packing services however the [redacted]s elected not to use our service. As you can see from the attached paperwork it shows the T.V. as P.B.O (Packed by owner) the customer reviewed and signed the paperwork to that affect as well and clearly has no charges for packing services. The [redacted]s moved the belongings into their house not Priority Moving so it is possible that the T.V. could have been damaged by who ever moved it into their home from their garage. Our estimator offered additional coverage which the [redacted]s declined. Although we are professional, experienced movers we take all of the steps to protect belongings however we are human and occasionally damage may occur thus the reason we offer additional coverage. Upon review of the [redacted]s claim our claims department offered to settle the claim for the television at the basic valuation protection which the [redacted]s chose and signed for of .60 cents per pound per article which is offered free of charge per the Public Utilities Commission. Please see attached documents showing this. Priority Moving made every effort to make good on our error and are truly sorry to hear that they [redacted]s were not satisfied with the settlement offered to them.

Consumer

Response:

I have reviewed the response 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.

I will respond to the statements in this response since many of them relate to me. 1. On the appointed day - I called Priority moving because no one had shown up and it was after 10am. The informed me that they did not even have me in the system and would not be able to come out that day but "would the next day work”? I didn’t really have a choice - I said “yes, that would work.” I was later called and told that I had done everything correct and it was a glitch in their system.2.They did give me a discounted rate as a concession for their error. Yes, it gave me another day to get things ready but several things had to wait until after the move was done. This inconvenienced the buyer of our previous home and I was literally still cleaning when they were moving in and having utilities turned on due to the one day delay.3. The home was not “under construction” We were having new flooring put in and felt it would be easier to have things placed in the garage and outside. They offered the pads - I did not ask - and the movers were a little concerned that the supervisor would not be pleased with it. 4. We elected not to have them move the items back in because I did not want to pay the additional cost and felt we could handle it on our own. I removed the pads and called as soon as our flooring was done.5. As indicated on the original contract - we had two TVs. Both HD 55” one in the “loft” which was PBO (this one was gone before they arrived) and one in the “Living Room” which was contracted to be packed and moved by Priority. It was sitting on the floor in a stand in the Living Room. This is our major bone of contention. Victor, the sales rep, assured me that it would be professionally packed in a TV box. We had quite a discussion about this. He offered to come down and help my husband take it off the wall. We did that ourselves. 6. Our move was 7 miles away. I packed all of our breakables myself (none broke). I took all of our computers in my car and any other breakable valuables. Truly the only concern was the TV - we did not feel the additional insurance would be necessary. Had Priority followed through on their promise to properly pack the TV, we would not be having this discussion.7. We are not asking for a full reimbursement but more than $60. The TV, when purchased was about $1800 and one of the best at that time. Obviously technology has improved and prices have come down. The TV was still in excellent working condition - a new TV of comparable quality can now be purchased for $600-1000. We are requesting $300 based on the reality that Priority Moving did not fulfill their contractual obligations as outlined on the contract. The did not properly pack the TV which resulted in it breaking. They have not made “every effort to make good” they have, in essence, denied their own culpability and negligent business practices and misrepresented the contract. How is this good business?Please let me know if you have any other questions.Thank you,[redacted]@gmail.com

Regards,

[redacted] And [redacted]

Business

Response:

I have reviewed the response from Mr.& Mrs. [redacted]. While it is true that we offered the next day, our dispatchers did let them know we could do the move on the scheduled day but it would be a couple of hours to get the crew out there. Mrs. [redacted] said the next day would work better. As stated in the previous statement we did discount our rate to make up for the inconvenience. Now to the matter at hand of the television. As you can see from the attachment I am sending that on the first page the customer signed for the valuation coverage of .60 cents per pound per article, the selected that coverage. On the 2nd page you can see that there were no charges for packing a T.V. nor any notes to do so and they signed confirming the information was correct prior to the move date.3rd page attached is our customer scorecard that Mrs. [redacted] filled out, it is clearly marked she inspected for damages and under listed damages she put zero. Pages 4 & 5 are the offer we sent her based on the coverage Mrs. [redacted] elected and signed for of .60 cents per pound per article and we offered a settlement based on the coverage she elected.

[redacted], the person in charge of our move complained that the load was 2000 lb. over expectations and that it was a longer move than expected. He repeated this at least 5 times during the unloading. At the same time he acknowledged that at the point of loading he was asked if he wanted it to re-bid by another Arpin associated. He declned to have the job re-bid.. You should know we had another quote that matched yours; we went with your service due to good references at the Revdex.com.

2. As the unloading started coming to a close my wife and I started inspecting for damage. I find it hard to believe that any move had no damage at all, which is why we paid for the insurance with no deductible. We are also aware that in most cases reimbursement may not be significant. Still we felt we should do our due diligence and look closely at the condition of some items. As we started looking [redacted] tried to discourage and told us we should choose carefully what we submit. He also told that any reimbursements come directly out of his pocket. He not only said this once but mentioned it at least 4 or 5 times. This was very disappointing and irritating to us as we had enjoyed his company allowed him the use of our restroom and bought them both lunch. We thought it important to take pictures and show him the damage done so he could see what we did. We could then have evidence that could be agreed upon. After identifying five damaged items he implied that submitting many claims would look suspicious. He made us feel as though we were trying to cheat the system.

3. For some reason the doors were removed from the refrigerator for moving. I was told doors were removed to protect the refrigerator during shipping. Unfortunately the door was dented and the refrigerator was not assembled properly. He left out a bushing that allowed the door to freely open and close. Without that bushing the door has a lot of play and pops when opened more than 3 inches since there is not bushing to add height to clear the screws. We noticed this after he left and I called his cell to see he knew where the part was. He implied that he left it was it was and nothing should be wrong. I told him there was definitely a part missing as there was too much play in the door and it now popped upon opening. To his credit he called back later to see if it was fixed and I told him no but I ordered the part. He said the part must have been left at our old house as he used all the parts he had. I ordered the part and the cost is approximately $27.00 with shipping. I will also note that the lower refrigerator door does not open smoothly as it did before disassembly. We are going to try and make some adjustments.

4. When it came time to sign the papers associated with the delivery we decided to note any damage on the associated line item. It took about 20 minutes to do this, not because there was a lot of damage. It just took that long to find the line items. While this was being done [redacted] looked obviously irritated and implied we were taking to long. He huffed and made noises you would associate with being agitated.

5. He told me he was irritated that we loaded our dressers with clothes and that it made the furniture heavy. I told him we were instructed to do that by Arpin. He said that’s what they do but not with heavy furniture.

6. One of the damaged items is a hand carved 4 foot long “Noah’s ark”. We had this listed as $3500.00. He told it was not worth that much not knowing anything about where it came from or how it was made.

7. I pointed out a damaged wall. He said yeah I did that when I moved some of the items. What was disappointing is that he did not bring it to our attention. He also did not seem too concerned.

My wife told me that [redacted] made these comments during the loading. Had I been there I would have stopped the process and waited a week to arrange another mover.

1. He told her this was a $15,000.00 dollar move not a $9,600.00 move. He should have kept this to himself or went directly to re-bidding, complaining is irritating. As I said earlier we had another bid at the same value so I don’t think Arpin bid was way off.

2. He told my wife that because of our move he was missing his son’s Disneyland trip scheduled for that weekend.

3. He told my wife that our stuff was to heavy and we should get rid of half of it.

4. During the day of loading he commented it was taking too long and was rushing to have our things packed. This was odd since he came to our house the day before to see the moving site. During that day he told my wife it would take two days of loading. Since he told my wife it was two days she thought there was more time to pack. That is why some things were not packed.

I’m not sure if this was [redacted] but this occurred during the day of packing and loading in Escondido. The poor behavior started as soon as what seemed to be supervision left (I think that was you).

1. Started complaining about how much more this move should cost.

2. Stopped labeling boxes and items.

3. It was commented that we had the heaviest things they ever carried.

4. They left their trash at our house (Starbucks cups, big rubber bands, moving supply waste and broken straps). My family had to clean up after them.

5. Our computer screen was wrapped in a blanked that must have been dragged in the dirt.

6. We saved our most precious pieces to be hand wrapped by your professional packers. The person packing was quickly wrapping and “throwing” these small items in a box.

7. My wife asked that two people disassembler the California King bed frame since it is heavy. One person disassembled the bed and dropped it.

On a related matter we have a trash can delivered to our house that is not ours. The delivery sticker has lot number [redacted]. This must be from another customers shipment. We are now hoping that some of our boxes were not delivered to someone else.

Review: I hired this company and paid a premium price for their service under the assumption that they would send a quality moving crew to move my furniture and belongings. They sent a very young, unprofessional crew that failed to secure our belongings in the back of their truck and proceeded to completely damage an expensive headboard and mar our dresser. They took twice as long as any normal moving company would take and I believe this is because they had no other jobs that day. They charge hourly and dragged out the clock to charge us twice as much as it should have been. We paid $134/hour for a three man crew that took 7 hours to move the contents of a small apartment and storage unit 8 miles. It was an absolutely ridiculous amount of time and the damage to our furniture is of no concern to them. If they are licensed or bonded this should be revoked.Desired Settlement: I would like at least half of the moving charges refunded to our credit card. This will not cover the damage incurred but it would at least be a reasonable charge for the actual move.

Business

Response:

This customer stated that the move took twice as long as it should. The move took 7 hours and 10 minutes and it entailed picking up from 2 different locations (each a second story) and then delivering to a 3 story town house. CA requires us to double the drive time between each location and allows us to establish a minimum drive time. Our minimum drive is 15 minutes, which doubled is 30 minutes of billable time. Therefore, the drive from the first pickup to the second and then to the drop off accounts for 1 hour of the billable time alone. In order to get the job done in “half the time”, as the customer asserts, we should have would mean we would only have 2 hours & 30 minutes to protect and load her possessions from 2 locations and then unload her furniture. Furthermore, if the customer had a problem with the time they can bring it up at any time during the move. We provide direct contact phone numbers for the office as well as a text number that goes to all the senior managers 24 hours / day. In this case the customer signed the paperwork indicating they were satisfied.

Regarding her assertion that we did not send a professional crew, that is simply ludicrous. All of our movers attends 60 hours / year of formal training in all aspects of moving. This training is documented in their personnel files. This is more than is usual or customary in the industry.

Regarding the damage, it is an unfortunate reality that damage can occur during a move. Whereas we do train our people to minimize the loss, it can happen. That is why the state limits our basic liability to $0.60/lb but requires us to offer, for a minimal charge, full replacement coverage. In her case, it would have cost her no more than an extra $50 and her damage would have been repaired or replaced. The customer was offered this additional protection when she booked the move on the telephone and then again when the movers had her sign the Agreement for Moving Services prior to the commencement of the move. She elected to forgo the additional coverage on both occasions. Additionally, she has not followed up and actually opened a claim with us (again as required by CA law). This would allow us to process her claim and provide some recompense.

I am attaching a copy of the paperwork so you can see where they elected the basic liability coverage ($0.60/lb.) and signed off on the time.

Review: I sent in a claim form for my stolen speaker to this company! This is my note/email sent to them regarding my Hardon/Kardon $450.00 wireless speaker. And this company did absolutely NOTHING to resolve the issue, just looked at the contract telling me there was no exception written for missing item written on paperwork....huh!Here is my claim form and pics of the missing item. I hope we can rectify this problem as I did not plan to be a victim of theft after paying your company/movers a large fee for providing an Honest service. I look forward to working with you soon! Thank you! My response from the company!Lacking evidence to support any mishandling on our part or on the part of our personnel, we are unable to offer compensation. As a courtesy to you, we spoke to our personnel but have been unable to come up with anything more than what the paperwork reflects and supports. Based on the confirmation of delivery by our crew, absence of any notations at the time of delivery and the lack of evidence to substantiate loss, we find that we are unable to offer any compensation. We must respectfully deny liability and ask for your understanding in this matterRegards,[redacted] Claims ManagerJRL Transportation Inc dba Priority Moving 858.689[redacted] (office main) EXT.[redacted] 858.689.[redacted] (fax)[redacted]www.PriorityMoving.com CAL P.U.C. T-191182Description: Description: http://www.prioritymoving.com/images/logo-for-[redacted] Follow us on [redacted]Desired Settlement: A proper settlement for my stolen item. Either some type of compensation or bill adjustment. Thank you.

We chose these movers because they came highly recommended by folks on Yelp. Unfortunately our experience was not the same as other folks. Bottom line: they stole our stuff! But once we were all unpacked we noticed things missing. Like: vacuum cleaner, a boxed marked "office" (that had a brand new DVD player, WII console, and other technology accessories), an expense duffle bag that was still in it's original packaging, a boxed marked "kitchen" that had various kitchen accessories. We used another company before that had three guys who moved our stuff in 5 hours. For this company we had three guys and it took 10 hours. Maybe they took so long because they were slowly siphoning off our stuff. Not only was stuff stolen, but things were broken. They would pack heavy boxes on top of boxes marked "fragile" and a few of our furniture items were broken and damaged. We did file a claim with a company but they questioned if the stuff we claimed really went missing and they said "well our movers said it was all moved". Basically we're [redacted] out of luck.

Review: Priority Moving did a terrible job. They ran out of garment boxes after one bedroom. They said they’d call for more boxes but none showed up. We ended up putting all our clothes in garbage bags for the sake of expedience as we had strict timelines to. Then they ran out of blankets to cover everything from furniture to art piecesI insisted at this point that they should call for additional help and was told they’d keep an eye on it and call if necessary.. I asked the lead again to call for assistance as we weren’t going to make the deadline and again he assured me there are no issues. Long story short, at six I asked that the remaining furniture remain on the truck, placed in storage, and the move completed the next day. The lead called his supervisor and apparently was told not going to happen as they needed to complete the move this day and it would only take another hour. I contacted the association and was told we had one more hour. The move wasn't completed until 11:00 p.m. that evening The lead complained that their estimators got this move very wrong and admitted they were not only shorthanded but low on supplies.. A number of art pieces that we were assured were separated and packed separately were seriously damaged along with a number of pieces of furniture that we now know can’t be repaired. On top of all that, the movers damaged doors and the hallway requiring $800 in repairs. We were quite confident that Priority would make all this right by either repairing or replacing the damaged items as we’ve used them before and they were quite good. Much to our dismay, Priority Moving’s customer service team is beyond incompetent. I left many messages for Lori Wivart, their general manager, that were largely unreturned. Two months and a frustrating and agonizing process of trying to communicate and find a solution to our issues and we keep getting the same delays and frustration from Lori and her team.Desired Settlement: Some sort of financial resolution that will account for the damages to our furniture and other items.

Business

Response:

I have read the complaint and would like to first apologize to Mr. [redacted] for any inconvenience and damage that occurred on his move. We perform thousands of moves each year without incident but unfortunately we are not perfect and occasionally damage happens. Mr. [redacted]'s move was performed on May 22, 2014. On May 23rd I received a message from Mr. [redacted] with concerns regarding damage on his move, I called back and left him a message. Once we connected a claim form was sent to Mr. [redacted] and we started the claim process.. Mr. [redacted] claims a lack of communication however we have several times. Mr. [redacted] signed for the basic valuation protection of .60cents per pound per article that we offer free of charge as per the Public Utilities Commission. The option to purchase additional coverage was offered to Mr. [redacted] but he opted for the basic coverage at no additional charge. Upon review of Mr. [redacted]s claim we sent him an offer letter to settle his claim based on the coverage he elected. Mr. [redacted] was not satisfied with the offer and emailed us "see you in court". I passed this along to our insurance company who also spoke with Mr. [redacted] and he was not satisfied with their outcome either. We have made several efforts to resolve this issue reasonably with no avail. Attached you will find the documentation showing our efforts as our offer per P.U.C. regulations and the coverage that Mr. [redacted] opted for. We value Mr. [redacted]s business and hope to find resolution to close this matter. Thank you for your assistance. Should you have any further questions please feel free to contact me.

Sincerely,

Consumer

Response:

I have reviewed the response 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.

After multiple communications with [redacted] and Priority Moving's claims department, in addition to a Revdex.com complaint, it has become clear that we can't a find a resolution to the damages related to our move. Additionally, a call to James Lovejoy, the owner of Priority Moving left over two weeks ago to try to resolve this matter has gone unanswered.Therefore, I've filed a lawsuit against Priority moving for the damages initially outlined in our first claim. Thank you for your effort to try to resolve this matter.

Regards,