Pro Moving & Storage (Former Owner)

Complaint: [redacted] I am rejecting this response because: This business never once called meI had to make an appointment to even have an opportunity to talk to Gene (PresidentOnce I did talk to Gene he assured me he would not charge my credit card because I wanted to pay with a check after the issue was resolvedThey wouldn’t even come out to look at the damage they caused to the dining room table From a customer service standpoint I give Pro Moving and storage an FHorrible communication and absolute failure to go the extra mile for the customer! Regards, [redacted]

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me Regards, [redacted]

Pro Moving will accept the customer's offer to settle this dispute

Complaint: ***
I am rejecting this response because:First in response to Mr.P*** concern of dealing with me concerning this complaintMs*** and I have been together as a couple for many yearsMy items along with hers were packed and stored by Pro MovingMrP*** has not made any attempt to contact Ms*** concerning the problems with our move, but has instead chosen to deal with me.My concerns about this pack and move have not changed since Pro Moving responded to my initial complaint.I still believe that we were overchargedWe were charged the full price for packing plus approx $over the original estimate.I still haven't seen a packing invoice or a box count as I have requested twice from Pro MovingSo as of now the packing charges are an arbitrary number to me. If on packing day why were more packers called in if the original crew only brought materials to pack boxes "and a little extra"MrP*** told me after the move that the man crew had been scheduled for hrsTo pack our belongings that day.they were there from 10a.mUntil p.mAnd then left.The next day we were charged for men at $per hour for hoursof those men packed for hrsWhile MrPrather states that only man packed while the other moved items onto the truck, I know differently because I was there for the whole day.we are still asking for the original amount of compensation from our original complaint.From my understanding Pro Moving has honored their offer of a free months storageWhile I appreciate their commitment I would be willing to negotiate a settlement with Pro Moving for storage thru Oct.2nd and additionally no warehouse charges when we have our items removed from Pro Moving
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** ***

Pro Moving can do nothing more than reiterate the original response.We have sent the original paperwork for the packing, moving and storage estimate to the Revdex.com and requested they attach it to this response.This is the proof Pro Moving rendered a Non Binding quote with expected hourly rates and packing rates.The customer was billed actual hours and actual box counts on the packing, according to the records kept by the crew on the job.Pro Moving has responded to the customer's boyfriend's complaint in good faith by offering and providing free storage for two months running This is a refund of $700.This reflects no admission of guilt but an attempt to work with this customer to win back at least a small amount of respect.Pro Moving believes this is more than fair as the reduction in storage expense exceeds the additional cost of the packing and moving by $82.This is the limit of concessions Pro Moving and Storage is prepared to provide this customer

This customer hired Pro Moving and Storage to make a “small” move from Firestone to Windsor. He didn’t
want a quote but wanted Pro Moving to start the move midday because he was certain it wouldn’t require more than three or four hoursI will answer each statement of his complaint in order!
We hired them because on their web page they say they are experts in moving antique furniture
Our website is www.promovingandstorage.com
I’ve checked it over thoroughly and although we’ve moved countless antiques in the completion of hundreds of moves per year over the past nine years of current ownership, there is no specific mention of antique furniture expertise. This can only indicate this customer’s willingness to create data where none exists
First issue is they were suppose to arrive at 11:30 and they didn't show up until 3:
As previously stated, he asked for a midday start. Every time a customer requests this, they are told we will do our best to meet that need. However, we will also book another small job prior to theirs so the crew can get a full day of pay and we can never guarantee the exact time those jobs will end and we will have to call when the team is on their way. Pro Moving and tentatively set a start time but exact start time depends on the previous job! In this case, the drive time from the previous job to Firestone added to the time needed to begin that team’s second job
The bigger problem is out of pure negligence they damaged an year old antique dinning room table
Our teams are trained and experienced. However, they are also only human and mistakes can be made. Furniture was never engineered to be stacked in a truck and driven down the road or it would look much more industrial than it doesQuilted furniture pads and tight stacking techniques can usually mitigate but occasionally there can be an accident and that’s why Pro Moving offers damage valuation (insurance) options
My wife expressed to them this was the one piece of furniture that she wanted handled extremely well and they damaged it
Unfortunately, if there is an accident with a piece of furniture, Pro Moving employees can’t choose which one. Every piece is handled as if it’s the most important piece
One of the mover turned it upside down (on the table top) and slide it down the bed of their truck with my wife watching
This statement is hearsay and differs from the original account communicated over the phone, the first time the customer called to report the problem
I talked with *** and he said he would call me back and he never did
The initial discussion ended with agreement that the level of coverage the customer signed for was the base priced $0.60/pound. The industry standard estimated weight for a dining table, used for determining damage claims is pounds. (cubic feet multiplied by pounds per cubic foot) At $per pound, this results in a claim of $126.00. This amount was deducted from the customer’s total move cost. At this point, the customer said that wasn’t enough and demanded a higher payout. Pro Moving agreed to have another discussion on the matter after speaking with the team that worked on this job that day to determine how the damage occurred
It took a few days to make contact with each of the employees on that team and in the meantime the customer called again and threatened to smear the company on every website they could find if Pro Moving and Storage didn’t agree to pay out more than the coverage they originally signed. At that point, Pro Moving cut off communication
Pro Moving is sorry for any “devastated” emotion caused by this situation. However, remuneration is commensurate with the amount of coverage purchased and Pro Moving does NOT pay people off simply to protect the company from threats and bully tactics

Complaint: [redacted]
I am rejecting this response because:
This business never once called me. I had to make an appointment to even have an opportunity to talk to Gene (President. Once I did talk to Gene he assured me he would not charge my credit card because I wanted to pay with a check after the issue was resolved. They wouldn’t even come out to look at the damage they caused to the dining room table.
From a customer service standpoint I give Pro Moving and storage an F. Horrible communication and absolute failure to go the extra mile for the customer!  Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Pro Moving will accept the customer's offer to settle this dispute.

Pro Moving and Storage will respond to this complaint in detail.  We take our customers very seriously and believe we've already gone above and beyond reasonable expectation to resolve this matter.We will begin by detailing the list of principle parties in this concern.Pro Moving and...

Storage does not and has never contracted with Mr. [redacted] for ANY services.  Pro Moving and Storage contracted with [redacted] to pack and move her belongings from her residence to Pro Storage.  Mr. [redacted] was not present during the quote and was not a party to any of the discussion resulting in the contract between Ms. [redacted] and Pro Moving.During the quote process, Ms. [redacted] pointed out that she had many important collections of knick knacks and decorative items all around the home and was unclear about which ones she might have Pro Moving pack and which ones she might decide to pack herself.  The home was quite full of furniture and a plethora of the aforementioned "collections".  This resulted in an explanation that it would be very difficult to give her a solid binding quote since she couldn't say how much of these items would be packed and moved by Pro Moving.  Therefore, she was given a Non Binding estimate for the services she requested.The estimate included just 60 boxes for Pro Moving to pack the first day and to move the second day along with some of the rest of her household goods.On packing day, Pro Moving sent two men to pack 60 boxes.  Each man will average about 10 small boxes per hour; about 2-4 mirror cartons per hour; about 5 medium to large boxes per hour and approximately 1 dish pack box per hour.  This crew was adequate to complete the job that was estimated and arrived at Ms. [redacted] home with materials to complete the estimated job with a few extra materials, in case they were needed.Upon arrival, the crew lead went on the normally prescribed walk through with Ms. [redacted] and was surprised to find the packing job had grown considerably since the estimate was given.  At that time, he immediately began calling more employees to get extra help to pack this home.  He was successful getting two employees who were just finishing a small job and one to come in from home.  They worked until they ran out of materials and determined one extra man would come in the following day and pack what was left while the other four (originally estimated) would load the trucks for the move.The result of the additional work was as follows:  The pack (originally estimated at $1106) cost an additional $333; The move (originally estimated at $1840) cost an additional $285; Storage (originally estimated at $350/month) remained at that same price.Pro Moving was not negligent or unreasonable in any way, concerning this packing and moving work.  However, in the interest of customer service, Pro Moving offered one free month storage ($350).  Mr. [redacted] turned this down because, as he stated, "That doesn't require you (Pro Moving) to even reach into your pocket!"

Complaint: [redacted]
I am rejecting this response because:Once again while we have asked repeatedly for an invoice for the packing portion of our move with Pro Moving we have still not seen one.What Pro Moving has provided the Revdex.com are the estimates, not the final invoice which would include a final box count and additional charges. An invoice is not an estimate, but the actual charges which we paid for. We paid for it and I think that we deserve an actual invoice instead of an estimate and an arbitrary number with no paperwork to back it up.As far as Pro Moving saying that they have already given us two months of free storage, this is inaccurate.our items went into storage on July 22 2015 and [redacted]'s credit card was charged $350.00 for the first months storage which would have run thru August 21 2015. Pro Moving has covered the next months storage which I believe would run thru September 21 2015. I believe that that would be one months storage covered by Pro Moving not two.What we are asking for to settle this dispute is for Pro Moving to continue to offer free storage thru October 3 2015 and to not charge warehouse charges when we have our items removed from storage on October 3 2015.This would be less than the free months storage that Pro Moving has mistakenly claimed to have given us.
Regards,
[redacted]

Pro Moving and Storage will respond to this complaint in detail.  We take our customers very seriously and believe we've already gone above and beyond reasonable expectation to resolve this matter.We will begin by detailing the list of principle parties in this concern.Pro Moving and Storage...

does not and has never contracted with Mr. [redacted] for ANY services.  Pro Moving and Storage contracted with [redacted] to pack and move her belongings from her residence to Pro Storage.  Mr. [redacted] was not present during the quote and was not a party to any of the discussion resulting in the contract between Ms. [redacted] and Pro Moving.During the quote process, Ms. [redacted] pointed out that she had many important collections of knick knacks and decorative items all around the home and was unclear about which ones she might have Pro Moving pack and which ones she might decide to pack herself.  The home was quite full of furniture and a plethora of the aforementioned "collections".  This resulted in an explanation that it would be very difficult to give her a solid binding quote since she couldn't say how much of these items would be packed and moved by Pro Moving.  Therefore, she was given a Non Binding estimate for the services she requested.The estimate included just 60 boxes for Pro Moving to pack the first day and to move the second day along with some of the rest of her household goods.On packing day, Pro Moving sent two men to pack 60 boxes.  Each man will average about 10 small boxes per hour; about 2-4 mirror cartons per hour; about 5 medium to large boxes per hour and approximately 1 dish pack box per hour.  This crew was adequate to complete the job that was estimated and arrived at Ms. [redacted] home with materials to complete the estimated job with a few extra materials, in case they were needed.Upon arrival, the crew lead went on the normally prescribed walk through with Ms. [redacted] and was surprised to find the packing job had grown considerably since the estimate was given.  At that time, he immediately began calling more employees to get extra help to pack this home.  He was successful getting two employees who were just finishing a small job and one to come in from home.  They worked until they ran out of materials and determined one extra man would come in the following day and pack what was left while the other four (originally estimated) would load the trucks for the move.The result of the additional work was as follows:  The pack (originally estimated at $1106) cost an additional $333; The move (originally estimated at $1840) cost an additional $285; Storage (originally estimated at $350/month) remained at that same price.Pro Moving was not negligent or unreasonable in any way, concerning this packing and moving work.  However, in the interest of customer service, Pro Moving offered one free month storage ($350).  Mr. [redacted] turned this down because, as he stated, "That doesn't require you (Pro Moving) to even reach into your pocket!"