Pure Moving & Storage Reviews (%countItem)
Pure Moving & Storage Rating
Address: 2000 W Commercial Blvd Ste 202C, Fort Lauderdale, Florida, United States, 33309-3073
Phone: |
Show more...
|
Web: |
www.pure-moving.com
|
E-mails: |
Sign in to see
|
Add contact information for Pure Moving & Storage
Add new contacts
ADVERTISEMENT
The sales person had advised that could move for 1578$. They than tried to up the price on move. Requested refund due to increase they advised would.
The sales rep said I could move everything in my 10x10 storage unit, plus my house for 1578$. I spent over an hour on the phone with the sales rep. Then when they tried to increase the price. The contract was being broke and they said they would refund me as they were breaking the contract. The told me I would be refunded by the 17th of Jan. I still have yet to recieve the refund. I was advised I would be refunded the full $478. I still have yet to recieve.
To receive the full refund of 478$ as I was advised and promised by ***.
We do apologize for the negative experience that you had with our company. In reviewing the file, our information does show that the contract that was electronically signed by you on Friday, 11/29/2019, does have a total of 44 pieces on the inventory. The total estimated cost for this move is, as you stated in your complaint $1578.09. Your complaint also states that at the time of pick up you were being charged a price that was more that of the original estimate. Our contracts are estimates that include a binding to not exceed price, meaning that as long as the inventory that was provided to US Standard Moving does not change either by the items on the inventory or by the
amount of space that is being reserved on the truck; your price will not exceed what you were quoted. However, we could not honor the estimated price with the additional space that was required for your move. I have included the portion of the contract stating this for your review as well.
CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES US STANDARD MOVING & STORAGE WITH AN ACCURATE DESCRIPTION OF THE ITEMS TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF
PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER
UNDERSTANDS THAT US STANDARD MOVING & STORAGE HAS A 2000 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2000 LBS. WILL BE CHARGED AT THE 2000 LBS RATE. THE PRICE INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND
REASSEMBLY OF STANDARD FURNITURE ITEMS, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ITEMS THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR
AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE PRICE. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE PRICE IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ITEMS WILL BE EXTRA.
This was considered a cancellation on-site and only as a courtesy to you, we did offer to refund you the amount of your deposit. Prior to signing the contract, your sales representative did go over the contract with you, asking you to review and ensure that everything was correct as it is a legally binding document. By electronically signing this
document, you are confirming that the items on the inventory list are the items that you are going to be moving, that you agree to the price and agree to the terms of the contract. With that being said, in order to electronically sign the contract, the cancellation policy is presented above the actual contract in bold print. It explains that you have 72 hours to cancel the move in order to receive a refund of the deposit. It does further explain that in the event of cancellation, the amount of the deposit is refunded minus a 10% merchant fee. Should you cancel after the 72-hour window, you are not eligible for a refund., we offered the refund
We did refund the customer on 02/04/2020 in the amount of $430 which is the original deposit amount minus the 10% merchant fee as stipulated in our contract to reach a resolution. The customer was upset that she did not receive the entire deposit amount. We are unable to offer any additional refund.
(The consumer indicated he/she DID NOT accept the response from the business.)
I did go over with him that I had a 10x10 unit and what I had. I did ask him about the items not listed and he said it was fine. I talk to *** and she told me I would recieve a full refund. She advised she was a supervisor with your customer care and dispatch. The sales gentleman I talked to Jason advise me he was one of the owners and in his email stated he was the owner. I was told even with everything listed in the list they couldnt honor 1578.09 as it was way under quoted. Additionally I was led to and the customer service was horrible and rude and kept telling me it would be another week and when I spoke with *** she said it would be another week for a full refund.
Run as far as you can from this company. They are a broker, but do not tell you that. The initial phone calls will be very pleasant and helpful. I spoke to Brett B. I was moving from TX to PA. I informed Brett that I was mostly moving boxes and plastic totes. The only piece of furniture coming with me was my simple queen size bed. Brett asked what my best quote was a beat the quotes from other respectable companies. I should have known then to run away. It was too easy and too good to be true. Brett went on to inform me that I, "had extra room to bring even more furniture if you want." Well that turned out to be a lie. They will say ANYTHING to get you to sign with them. You'll pay your down payment and feel great about the quote. Then it spirals down fast. It's been just about a month since my belongings were picked up. Even that was painful. I had to leave for a job interview so a good friend of mine was at my apartment for the pick-up. The men had no uniforms and were in a Penske rental truck. I was informed I had to pay them. But then spoke to First United and was told I would pay in full on delivery. They loaded my belongings very roughly and with no organization. I'm scared there will be a lot of damage to everything I own. From the pick-up day, every few days I'd get a call from the "Driver" asking me for money. The driver who did not speak very good English would yell and curse at me. Every few days. But when I would call First United, they'd tell me that they have no control over their subcontractors. Also, the staff at First United has been amazingly rude. Every phone call. That's if you can get in contact with them at all. They started to hang up on me. Fast forward to today. I was told last week my delivery would be made between 1 and 3 January. When that didn't happen I would call and was then told that it would be either the 4th or 5th of January. I just heard from the driver that my delivery would be tonight, between 5 pm and 8 pm. But here's the worst part. My original quote doesn't matter, apparently my deposit I paid doesn't matter either. I have to pay just shy of double my original quote. And what they do is wait until they have your belongings so you HAVE to pay them. The movers actually showed up last night. They were an hour late. No professionalism, not company truck or uniform. They were in a Penske rental truck. One of the two guys, the guy in charge, was too busy smoking to really do the job. The most infuriating part is that when we went to do the paperwork, he didn't realize that I had a picture of the original contract from TX. They obviously wrote other numbers on top of the original price to try to get even more money from me. I called him out on it and after a long phone call with his boss, I didn't have to pay all of the additional amount. But I still paid entirely too much over my original quote. With that, there was plenty of damage. It was obvious that they take no care in how they pack people's belongings. This has been a nightmare. Please do good research and stay away from this company. They are con artists. I'd recommend using only well-known and established moving companies. U-Haul, PODs and the like. That's what I wish I would have done.
I was interested in moving and wanted to get estimates. I contacted them, got the estimate. Then they began harassing me with text messages and emails. I got like 32 emails from them in the matter of like 30 seconds.
Hello,
Thank you for taking the time to write a review. We do not have your name or email on file.
I (thought) I hired First United Moving & Storage for my move from WA to MN. My move was set for Monday, 11/18/19. On Sat, 11/16/19 I received a call from a blocked number, stating that the movers will arrive on Sunday, 11/17/19. They called on Sat and said they would now have to come on Sunday. As though its not stressful enough, upping the pick up date by 20 hours had a significant impact. Yet, that is not what happened!
90 minutes after the expected arrival time, 2 men drove up in a Penske box truck, no uniform, no indication of whom or where they worked, bleary red eyes, little to no English. It was after 6pm, very dark outside, and I asked each for identification, they could not provide any. They only one who could speak (some) English, looked at me and said 'You pay me $1350 cash, OVER the quote, and then we can get started'.
The next 2 hours, were a complete disaster. Since *** had provided his cell phone number to me, and assuring me 'you can reach me anytime, please call if I can assist'. After 10 phone calls to his phone number, a text was received that read 'who is this'. I then sent a series of texts asking for assistance. I never heard back. *** has never called me. I have sent messages, emails, texts, and nothing. *** will not reply to me nor will he speak to me. It has been 2 weeks, and still Nothing!
The day ended with me asking the men to leave. I did ask them twice, they kept coming back handing me their phone, to speak to someone at dispatch (though I never saw the phone number) and when I answered and I spoke with *** who told me he was the owner. I spoke over the phone with *** several times, yet the price never changed, or it went up. Finally, I asked if someone would contact me on Monday, after listening to the recorded phone calls with *** then asked 'is a Man was there? A man will be able to help you with your finances and sort this all out'. WHAT'!
Ive sent letters (certified mail) emails, and left messages. NOTHING!!
Product_Or_Service: Hired to Move from WA to MN
Order_Number: Reference # FXXXXXXX
Account_Number: Ref # FXXXXXXX
Billing Adjustment I have repeatedly requested my money. The took $1490 and have done NOTHING. They will not return my calls, They will not return my emails, they will not respond to any letters I mail. This is not OK and I have been scammed. I need help, please. I'm begging you for assistance, please!
Contact Name and Title: *** G
Contact Email: ***@firstunitedmoving.com
To whom it may concern,
They were several complaints sent so I have broken down each complaint so I can address each concern accordingly
I (thought) I hired First United Moving & Storage for my move from WA to MN. My move was set for Monday, 11/18/19.
That is correct Mrs *** reserved a move with First United Moving and Storage. Before any payment is processed the contract has to be electronically signed prior to payment. We are hoping before you sign and agree to contractual terms that you have read the terms of said contract.( Please See Below sect 4 or your estimate)
4. CUSTOMER HAS HIRED FIRST UNITED MOVING & STORAGE AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, FIRST UNITED MOVING & STORAGE IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS.
On Sat, 11/16/19 I received a call from a blocked number, stating that the movers will arrive on Sunday, 11/17/19.
Mrs *** move was scheduled for Monday at any time she could of notified us or the carrier that shes not ready for pick up a day earlier. And the pick up date would have remained the same. The driver will call customers to ask for an earlier pick up to ensure a smoother route.
They called on Sat and said they would now have to come on Sunday. As though its not stressful enough, upping the pick up date by 20 hours had a significant impact. Yet, that is not what happened! 90 minutes after the expected arrival time, 2 men drove up in a Penske box truck, no uniform, no indication of whom or where they worked, bleary red eyes, little to no English. It was after 6pm, very dark outside, and I asked each for identification, they could not provide any.
Its not not unusual for a carrier to pick up your goods in a rental truck. During season there is a high demand, to ensure all moves are facilitated a rental truck is used to the pick up items. The only identification the guys would have with them are their Drivers License and all proper documentation regarding the customer's move. Also the Carrier lists all his information on the shipping documents signed on the day of pick up.
They only one who could speak (some) English, looked at me and said 'You pay me $1350 cash, OVER the quote, and then we can get started'. The next 2 hours, were a complete disaster. Since *** had provided his cell phone number to me, and assuring me 'you can reach me anytime, please call if I can assist'. After 10 phone calls to his phone number, a text was received that read 'who is this'. I then sent a series of texts asking for assistance. I never heard back. *** has never called me. I have sent messages, emails, texts, and nothing. *** will not reply to me nor will he speak to me. It has been 2 weeks, and still Nothing! The day ended with me asking the men to leave. I did ask them twice, they kept coming back handing me their phone, to speak to someone at dispatch (though I never saw the phone number) and when I answered and I spoke with *** who told me he was the owner. I spoke over the phone with *** several times, yet the price never changed, or it went up. Finally, I asked if someone would contact me on Monday, after listening to the recorded phone calls with *** then asked 'is a Man was there? A man will be able to help you with your finances and sort this all out'. WHAT'! Ive sent letters (certified mail) emails, and left messages. NOTHING!!
Product_Or_Service: Hired to Move from WA to MN
Order_Number: Reference # FXXXXXXX
Account_Number: Ref # FXXXXXXX
After Mrs *** reserve your move with us you went through verification during this process the rep went over the details of your move, provided all the tools and necessary information you need for your upcoming move. A welcome letter is provided with office hours, after hours and an emergency contact for any situation that arise during your move.
Mrs *** did contact our customer service department on the day of the move and spoke with the our rep *** who explained to Mrs *** that she had additional pieces not listed on your inventory. Inventory close to doubled hence the reason for the increase when inventory increases so does price.The carrier was offered to assess Mrs Raleighs' move by a flat a rate to alleviate cost. After several attempts to negotiate pricing you refused service. Mrs *** was further advised you are not qualified for a refund due to an increase in inventory
I'm not sure how to move forward, as I have written proof that the contents of my move did not increase in anyway. I have the entire bedroom set, living room set, and dining room set all listed on the move. Not 1 of these items were part of the move. I decreased the move by the contents of: 4 Piece Bedroom set (listed on binding contract, yet NOT part of the move, removed for the order)10 Piece Dining Room Set (listed on binding contract, yet NOT part of the move, removed for the order)3 piece Living Room Set (listed on binding contract, yet NOT part of the move, removed for the order)Since ALL of these were removed, How Did I increase the contents of my move?! I have photos of these items as well. I also have a detailed list of the move (From movers I had to hire to replace) that shows I indeed have LESS sq footage and LESS pounds that what is listed on the BINDING AGREEMENT.
***303-332-3614 Mobile
To whom it may concern,
I've broken down the email to address each concern accordingly.
I'm not sure how to move forward, as I have written proof that the contents of my move did not increase in anyway. I have the entire bedroom set, living room set, and dining room set all listed on the move. Not 1 of these items were part of the move. I decreased the move by the contents of: 4 Piece Bedroom set (listed on binding contract, yet NOT part of the move, removed for the order)10 Piece Dining Room Set (listed on binding contract, yet NOT part of the move, removed for the order)3 piece Living Room Set (listed on binding contract, yet NOT part of the move, removed for the order)Since ALL of these were removed, How Did I increase the contents of my move?! I have photos of these items as well. I also have a detailed list of the move (From movers I had to hire to replace) that shows I indeed have LESS sq footage and LESS pounds that what is listed on the BINDING AGREEMENT.
Mrs *** estimate is quoted in cubic feet (cf) and and lbs. This is done because in most instances a certified scale is more than 100 miles from the customers pick up location to provide a final weight after household goods are loaded. Every 7 lbs is 1 cf that is how the space is calculated. The issue at hand is not whether you removed inventory, it is because there was still a substantial increase in the amount of items being picked up. In comparison to your space reservation and the number of pieces being hauled,it was a huge difference hence the increase.
Additionally, on Sunday, November 17th I said to *** and to ***, and to the 2 men at my house:If I have to pay per sq footage instead of my the pound, then I will need a day or 2 to repack as I packed specific to weight, NOT by sq footage. "
There ONLY response to me was to CANCEL on me.
We tried to come to a medium by negotiating price and you refused became very combative and disconnected the call . Yaniv and *** gave all possible options to facilitate your move. November 18, 2019 Mr *** called and informed us that they would like to cancel the contract and again he was advised he does not qualify for a refund because they had a substantial increase in inventory, again we offered the flat rate that was also declined by Mr.. Unfortunately at this time the customers deposit is non refundable.
There were many complaints more than just the contract.
I created a contract with First United Moving and worked with Brett. I sent pictures of storage unit and videos of the inside of the unit. I expressed concern about my stuff being moved because there was sentimental stuff from my father who had passed. I was informed my stuff would be handled with care but did not know Utrust Moving company was going to be handling it.
The weekend of pickup the dispatcher from Utrust Moving Company asked if I could do pickup in a couple hours. He said it would be easier. I asked a friend to do it to make it happen. Marlon the driver from Utrust Moving came to the storage unit and was rude to the storage unit owner telling him the dimensions were wrong. Marlon calls me and tells me I have way more stuff than what I paid for and it would cost me around $745 more. I sent videos and pictures to First United and the storage size. Marlon was yelling at this point and I asked him to only load couch and boxes no other furniture. 1hr later I call and he said he loaded the furniture and took all my stuff out of storage to load it. He starts yelling and we had to get the dispatcher involved because he would not listen. In the end he loaded boxes to what I paid finally after arguing all night then I asked how much for the rest and Marlon said "I am done dealing with you and done with this and not dealing with your pity I'm tired" and hung-up the phone. Leaving boxes in the unit. I called the dispatcher and he yelled at me saying "what do you think I am a grocery store." The Driver would not let me pay so it pushed back my deliver a whole week and the weekend I was promised by First United I never got a call. The weekend they came I had a flight out and had to change it just to be there. I called customer service at Utrust and they were so unprofessional and disrespectful. First United now wont answer my phone calls and hang-up when I called. Things were broken in delivery and no one has spoken with me since.
Other (requires explanation) A compensation for having to fly out to Utah and move what was left in my storage unit to Arizona and for shipping items. As well as having to pay for another month of storage and money for a flight I had to change because they took two weeks instead of one which was promised in the contract.
I am interested in getting a partial refund for not having all my items removed from my storage, for damaged goods, and for what was discussed and contracted for move was not fulfilled.
We have attempted to resolve issues with this customer. Our notations stem from 10/15-11/4. We have not received correspondence from her since then, we assumed her case was resolved. We will reach out to her to give her claims information so that she may get compensation for any damaged items. Thank you.
Sincerely,
*** P.
Customer Service
First United Moving & Storage Corp
(XXX) XXX-XXXX
US DOT: XXXXXXX MC: XXXXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for sending the form I appreciate the email. I am in the process of filling out the Anthem Claim form.
I had called and left many messages to Brett Blair after he said he was going to talk to his supervisor about the issue and never heard back for weeks which was why I kept calling. He even said not to speak with UTrust anymore because it will get handled by First United. I also was calling the number XXX-XXX-XXXX. Once I finally received someone on the phone they would never connect me to someone and the call would end. I can send the call log if needed for dates. The reason I have not accepted the response is due to needing a complete resolution and follow through of the Anthem Document.
Estimates/Final Charges Broker provided estimates that are much lower than actual charges from Moving Company. Goods not delivered in time.
I hired First United Moving & Storage (DOT#XXXXXXX) a few months ago for my long-distance move. I was originally quoted an estimate in the amount $1,756.45 which was signed on Saturday September 7, 2019. This was quoted as a two-day delivery time window. I paid an initial deposit of $856.00 on this date.
I worked with Senior Moving Coordinator *** of First United Moving & Storage (877-453-8222 Ext. 2102 and ***@firstunitedmoving.com). He was a pleasure to work with. My only concern with Mr. was that the week of the move and on today's date when I reached out to him by telephone and e-mail, I did not receive a response. Otherwise, our interactions were pleasant.
Subsequently, I spoke with *** who contacted me on Wednesday October 23, 2019 to confirm the items going on to the truck. I informed Mr. of the additional boxes I needed to add to the estimate. I feel he did a thorough job of inquiring about the items I had for the move. My estimate was updated at that time to $2,500.00 and I paid an additional deposit in the amount of $300.00. At that time, I was reminded of the two-day delivery window.
On Friday October 25, 2019 at 11:56 am I received an inbound call from the dispatch of First United Moving & Storage from telephone number (XXX) XXX-XXXX informing me that a truck was in the area and asking if I was available for pick-up on that day. I agreed to make myself available for the truck that was in the area. At approximately 6:53 PM I received a call from *** of Energy Moving Systems (813-532-0211/XXX-XXX-XXXX - DOT#XXXXXXX)informing me that he was in the area and in route. At the time of that call I was on the line with the customer service department of First United Moving & Storage inquiring about the company's whereabouts. I paid $1,000.00 by personal check on this evening.
Energy Moving Systems arrives at my apartment community around 7:25 PM on Friday October 25, 2019. Upon arrival, the gentleman looked at my items and went back to the truck to make a telephone call. After sitting in the truck for a while, the gentleman moved the truck closer to my apartment home in preparation of loading my items. The wait lasted for about an hour before I was informed that there was not enough room on the truck. Specifically, I was told that the quote that was sent over did not have enough room for my furniture. Although, my items had not changed from the day prior. I was told that my furniture was larger than normal furniture and after the photographs had been taken the estimate needed to be updated. At that time, my estimate was changed to $3,244.55.
When I voiced my concern with the excess in charges due to the alleged oversized furniture (queen bedroom set), I was presented with two options:
1. Sign the estimate so that the items could be loaded that day.
2. Wait until the next day to speak with customer service.
This put me in an uncomfortable predicament because I had an obligation to be present in Georgia the following day to secure my keys ahead of my movers arriving and my upcoming work week. The drivers with Energy Moving Systems were kind and considerate and I appreciated their patience, however, I had no other choice but to sign the once again revised estimate to have my items transported timely.
Following the signing of the new estimate, I was informed that my move would need to be broken up into two days because there was not enough room on the truck and their tools needed to be removed and stored in my apartment home overnight. I agreed to allow the same for the convenience of the movers who had traveled quite a distance to reach me.
The following day, Saturday October 26, 2019, the movers of Energy Moving Systems completed the loading of my items on to the truck and informed me everything was set to go for the next step in the moving process. I was told to wait for dispatch to contact me with further instruction.
..... Please see the full complaint attached.
I want my final estimate reduced. I want my items delivered to me on Thursday.
We are responding to the customer's complaint with First United Moving & Storage.
The customer claims she was presented with only two options, one being to sign her paperwork, and the other to wait until the next day to call customer service. However, we have an after-hours pick-up line, so if she had called our toll-free number, a representative would have been able to assist her with any issues on-site. Therefore, these two were not the only options available to her. We try our best to assist our customers through situations such as these, hence our extended hours.
Furthermore, we have answered the customer's emails sent to customer service. In these emails, as well as several phone conversations, we have attempted to explain to the customer our pick-up and delivery policy outlined in our signed contractual agreement:
"14. ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. FIRST UNITED MOVING & STORAGE WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. FIRST UNITED MOVING & STORAGE WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES."
While it is possible, based upon the number of miles the load was traveling that her shipment be delivered in the requested period of two days, there are several other factors in the dispatching of the trucks. It is notated that this notion was explained to the customer by one of our representatives. It is also notated that the customer asked for a copy of her estimate so that she could follow through with a complaint, which was sent to her.
We apologize for any negative experience the customer had with any of our representatives. Our intention is to assist the customer with her issues.
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to address the fact that this company continues to communicate with dishonesty. I asked the gentlemen who were dispatched to complete my move several times to put me in touch with customer service. By several I mean more than five. I was told that I would have to wait until the following day because the people available during those hours were not qualified to address my concerns.
Moreover, I was not told that my delivery would take more than two days. Had that been the case, I would have plan accordingly.
In addition, my furniture has arrived with multiple pieces damaged.
Furthermore, my e-mails were not answered timely. The company is correct that initiated several phone calls and my concerns were not appropriately addressed. When asked to complete a conference with the initial representatives I spoke with, the conversation was completely evaded.
I pride myself on operating with high integrity and honesty. I have no issue with phone calls and e-mails being pulled if necessary, to support my claim. I am confident that the information I have shared is true and accurate.
Although my furniture arrives late and damaged, I still treated the movers with kindness and tipped them for their hard work and travels.
What I don't appreciate is that this company used manipulative tactics and treated me unprofessionally and without care. I spent thousands of dollars on this move and I was treated as if I was not a paying customer.
This company received every single dime they requested from me, in addition to my tipping of the movers. I don't think that treating a customer with honesty and respect is too much to ask.
I have already notified the company to put their carrier on notice that a lawsuit is forthcoming.
First United are not movers, they are a brokerage company and a total SCAM. We had no idea of this when we booked the move. Our initial contact was *** We sent him photos and precise measurements of our items for a long distance move from OH to NC. The contract was based on a BINDING ESTIMATE which was a fee of $1000, an assurance so the movers could not demand more money or revise the agreement upon pick up as long as the items corresponded to our contract.
He also assured me that due to the nature of our furniture, they would provide special movers that could deal with breakables and antiques so they added a $300 Partial Platinum Pack fee for mirrors and fragile items to have the items packed properly and not stacked. He and his manager stated the truck would be a double decker 22 ft long with metal plates in the middle to stack fragile items properly.
Safe Guard Van Line movers called to say they would be arranging our move. We had no idea our move was contracted out. They arrived in a Budget rental truck already partially filled with items and too small to fit our shipment.
The driver insisted that the available space in the truck was 950 cf and immediately demanded more money arguing that we had more items than the estimate. We measured the available space and it came to a 750 cf. He refused to verify the measurements with us.
To prove that our items corresponded identically to our contract, we forwarded First United customer service reps (*** and ***) the excel file with precise measurements for each piece and all the photos of items ready to be loaded, same one we sent ***. (First United doc.pdf ? page 34-37). *** and *** were immediately aggressive, and now stated that our contract was only an estimate, and we would be charged on what the movers agreed to in cubic feet, not what was listed or measured in our contract. Since the movers said another truck would be required, it would be an additional charge. When we asked what the BINDING ESTIMATE was for, they claimed that was their fee as a broker and has nothing to do with the real definition of this term.
At this point, we asked to cancel but they said they refused to refund us our $1250 since it was passed *** 72 hour window, even though they did not provide the means to do the job they quoted us for.
Ultimately, First United and the Safeguard Van line driver conceded that there were 750 cf available space and another truck would come to pick up the remaining goods. We asked the driver the ETA on the delivery to NC, he said the other driver that was on his way and would give us a paper with the ETA. That other driver never showed up.
Additional fees that appeared on Safe Guard Vanline's contract that were inconsistent with ours was a $150 office fee, the $300 fee for the mirrors and fragile items and though we agreed that the available space was 750 cf., they did not use the full 750 cf as there was 50 cf of packing material that took up space on the left side of the truck that they refused to move.
He refused to remove any of these 'extra? charges and threatened to remove everything off the truck if we didn't sign it. At that moment we only had the choice between additional fees or losing the deposit and not having our shipment. There is no way out of it. They had us cornered. So we put what we could in the comment section before he took the paperwork from us and left.
No one from either SafeGuard Vanlines or First United Moving called us to confirm delivery. Another outsourced driver showed up on Friday 10/4 with our goods. It was a mess, all of our antique hand carved wooden furniture was destroyed completely. Their "insurance" was completely bogus as we have no recourse on filing a claim. Worst experience ever.
Product_Or_Service: MOVERS
Refund Full compensation of $3573; the last 10 days have been extremely stressful, we've lost work days on arguing about these charges. They did not comply with their contract, we still need to arrange pick up for the remaining items in Ohio,and our antique furniture haa been destroyed. We paid for service to make this move easier, and instead it has been nothing less than a nightmare.
We are responding to the customer's complaint with First United Moving and Storage. We apologize that the customer had such a negative experience, and hope to put some clarity to the situation at hand.
The customer paid $300.00 for a "Partial Platinum Pack- Mirrors & Fragile" meaning that some of his/her fragile items would be packed by the movers for him, which was in face performed the day of the move. In regards to the customer's comment that this fee was "to have the items packed properly and not stacked", please refer to the "Additional fees and Accessorial Services" section of our signed contract with the customer, which states:
"Items being transported that are non-stackable, are considered Bulky items. A Bulky item charge will apply for those non-stackable items, as deemed by the mover at the time of pickup."
In regards to the customer's concern that they were not aware we were a broker, please see section 4 of our contract: "4. CUSTOMER HAS HIRED FIRST UNITED MOVING & STORAGE AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, FIRST UNITED MOVING & STORAGE IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS".
The concern of the available cubic footage inside the truck that arrived to the customer's residence is an exhausted claim that several of our employees have attempted to explain to the customer. Two employees of First United Moving and Storage attempted to explain to the customer that on this truck, rental or not (note this is a commercial rental for businesses only) there are measurement lines that show exactly how much available volume there is on the truck for their items for loading purposes.
In accordance with section 5 of our signed contractual agreement with the customer, "5. AS A PROPERLY LICENSED INTERSTATE MOVING COORDINATOR/SHIPPER AGENT/BROKER, FIRST UNITED MOVING & STORAGE IS NOT A MOTOR CARRIER AND WILL NOT TRANSPORT AN INDIVIDUAL CUSTOMER/SHIPPER HOUSEHOLD GOODS BUT WILL COORDINATE AND ARRANGE FOR THE TRANSPORTATION OF HOUSEHOLD GOODS BY ANY FMCSA AUTHORIZED MOTOR CARRIER, WHO CHARGES WILL BE DETERMINED BY ITS PUBLISHED TARIFF. ALL ESTIMATED CHARGES AND FINAL ACTUAL CHARGES WILL BE BASED UPON THE CARRIER TARIFF WHICH IS AVAILABLE FOR INSPECTION FROM THE CARRIER UPON REASONABLE REQUEST.", we can not dictate the final charges of the customer's move, nor can we refund money we do not have from the customer. The request of a $3572.00 refund is being denied under the premise that we, First United Moving and Storage have received only $1250.00 from the customer as a deposit for his/her move. Our cancellation policy is outlined in this contract in multiple sections. Below is an excerpt from section 20:
"20. AS THE CUSTOMER, I AGREE THAT ANY REFUSAL OR DENIAL OF SERVICE, EITHER VERBALLY IN PERSON OR OVER THE PHONE, WILL BE TREATED AS A LATE CANCELLATION MADE OUTSIDE OF THE CANCELLATION WINDOW. I UNDERSTAND THAT NO REFUND WILL BE ISSUED IF I REFUSE OR DENY SERVICE ON THE DAY OF PICK UP. IF I CLAIM THAT SERVICE WAS NOT RENDERED I MUST PROVIDE NOTICE OF ANY SERVICE FAILURE MADE BY FIRST UNITED MOVING & STORAGE, IN WRITING TO ***@FIRSTUNITEDMOVING.COM."
The 72 hour cancellation policy the customer is referencing is in bold lettering at the top of our contract in efforts that the customer will be very clear on the notion, also copied below:
I hereby confirm my signature on the following document. By clicking confirm you are accepting all terms and conditions outlined in the policy remarks below on the binding moving estimate, including the cancellation policy. should you elect to cancel, written notification must be sent to info@firstunitedmoving no later than 72 hours of electronically signing the First United Moving & Storage agreement. Cancellation requests received within 72 hours of electronic signature will receive a full refund, minus 10% for incurred merchant fees. Cancellation requests received after the 72 hour grace period are non-refundable, however; the deposit may be applied to a future move with First United Moving & Storage within 24 months (2 years) from the date of the original signed agreement. If your first available pickup date is within five (5) business days of electronically signing the First United Moving & Storage agreement, your deposit is non-refundable.
In efforts to resolve this issue, we are willing to extend a courtesy of $100.00 to this customer, as well as assist the customer with any claims they need to file for damaged items. In regards to the claims process, we will send an email with detailed instructions immediately. If the customer would like to receive this compensation, they may contact our customer service department.
Document Attached***
We reviewed the answer to our complaint from First United Moving & Storage. We can see how they picked and chose which points of the contract they claimed to have followed, however, they did not address the services that they did not provide.
As an overview, when we hired movers, for 2 fundamental reasons:
1. to make our move efficient and easier than doing it ourselves, and
2. to move all of our items safely and securely.
These 2 very basic requirements of the moving service by First United and Safeway Van lines were not provided. Two months later, we are still disputing the services we paid for and did not receive.
1. The truck that arrived did not have sufficient amount of space to fit all of our items.
2. We have more damage and destruction on our personal property because our items were not safely and securely packed.
We did everything on our end to make sure the service we paid for would be provided. We gave accurate measurements of all our items so this service would provide a truck that would accommodate all of these items.
A) First United and Safeway Van lines sent a truck sent a truck that had only 700 cf of usable space but our estimated items from First United had 817 cf. This is a breach of contract as they should have provided the means to take all of our belongings (we did not book movers for a partial move).
B) Per contract the movers should have disassembled the furniture for safe transportation. Not a single piece of furniture was dismantled by the movers.
Besides, they loaded several items completely unprotected while they should have wrapped all the items with quilted blankets (see pictures). The movers did not even pack our items with the most basic protection, let alone provide the additional premium service for the fragile items that we paid for.
Most of the furniture that arrived were damaged and some completely destroyed (see list and photos and copy of what was included in the estimate).
C) $300 Partial Platinum Pack fee for mirrors and fragile items: First United claims that this service was performed. The state of our furniture upon arrival proves otherwise. The damage and destruction of our furniture is more than the move was ever worth. Pictures attached.
D) $1,000 Binding Estimate Fee: First United did not honor the binding estimate (section 9 of the contract). They lied about this fee and they tried to charge more based on space used even though the items to be loaded were identical to the detailed items list provided for the estimate. This was not a binding estimate fee, this was a brokerage fee.
E) $150 Office Fee added the day of the move: If this fee were legitimate, this fee should have been part of the estimate provided by First United and not include it at 8:30pm the day of the move. This fee should be refunded.
F) Space taken by packing material (around 50cf - $130): This space taken by the packing material was not used by the customer goods and the movers refused to re-arrange it so that it could be used. Therefore, this space should not be charged to the customer.
Moving with First United and Safeguard Vanlines has been the worst moving experiences we have ever had. Refunding the fee for services not performed is the minimum. A "courtesy" of $100 is unacceptable when First United and Safeguard Vanlines did not respect their part of the contract.
As for the damages, the cost to repair/replace the damaged furniture is far beyond the cost of the move. They mention that a claim process is in place and we will follow it. Hopefully it will provide a fair compensation for the damages. To have that much damage, either the movers were not professional movers or this is deliberate misconduct from the movers.
If any question, please feel free to contact us.
Sincerely,
*** /
We are responding to the customer's complaint with First United Moving and Storage.
It has become evident that majority of the customer's complaints are with the motor carrier. That being said, we apologize that the customer was dissatisfied with the services. However, we will refer to section 4 of our signed agreement with the customer to outline our liability as a broker:
4. CUSTOMER HAS HIRED FIRST UNITED MOVING & STORAGE AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, FIRST UNITED MOVING & STORAGE IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. FIRST UNITED MOVING & STORAGE WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE. & Section 9 of our agreement:
9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES FIRST UNITED MOVING & STORAGE WITH AN ACCURATE DESCRIPTION OF THE ITEMS TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES.
This specific case, by way of the customer is being investigated by the Department of Transportation. The customer's claim that there was only 700 cubic feet on the truck will be resolved by these professionals, due to our word not being taken for it several times. The customer was not charged for their estimated 817 cubic feet. The "Binding Fee" is in fact a Brokerage Fee, and that is not something we hide behind, as we are a Moving Coordinator/Broker, as stated in section 4 in our contract. We hope this customer will find resolution with their ongoing efforts.
(The consumer indicated he/she DID NOT accept the response from the business.)
We reviewed the rebuttal response from First United Moving & Storage.
First United claims that most of the issues are relative to the moving company and therefore alleviate themselves from wrong doing. Nonetheless, First United was the company we hired. The fact is that we booked and signed the contract with First United, not with the carrier. First United chose the moving company, not us. We suspected the movers were unreliable when they immediately tried to push for more money. We attempted to get out of the contract but First United refused to let us out based on the 72-hours cancellation clause in the contract. When the contract conveniently suffices for them, First United follows it but they disregard their responsibility in the contract. It did not matter that they clearly hired disastrous movers. They did not do a thing to help remedy the situation.
Now they are hiding behind the terms and conditions of the contract, section 4 limiting their liability as a broker, though their main responsibility on outsourcing suitable movers was not fulfilled. Section 4 does not mention that it is acceptable to be charged for services that First United did not render properly, in particular their brokerage fee.
Solely on the point that First United did not send movers with sufficient truck capacity is a breach in contract. First United's responsibility was to communicate with the movers on the space required for our move. They did not organize a truck that had the proper cubic feet to take the goods based on the estimate. Even when we personally measured the available space in front of the movers and First United (while on the phone) to prove the truck was much smaller than they claimed, both companies simply chose to ignore basic 5th grade math.
For exactly why the moving industry is infamous for being filled with fraudsters and scammers, true to form, First United and the movers constantly tried to strong hold us by trying to charge more than we agreed. They argued that we had more our items than the estimate. When we proved this was not the case they then tried to argue that the truck capacity was bigger than it really was. At the end, this should not have mattered based on Section 9 "Binding not to Exceed Price." The movers should have taken all the goods at the price of the estimate. First United drastically failed to fulfill this agreement in the contract.
First United's definition of "binding fee" is their brokerage fee, which was a $1,000 in the contract. As brokers, their job was to select a moving company that could perform the services outlined in the contract. This was not done. First United doesn't want to take any responsibility for the damages done by the carrier they selected, however their $1,000 brokerage fee should still be reimbursed as they did not perform or provide the service described in the contract.
First United picks and chooses the terms and conditions of the contract in which they followed, hiding behind the abominable movers that they hired. First United's should compensate at the very least their fee of $1,000, so that we can move forward and close this complaint. It will not even remotely cover the time spent and the property damage caused by them.
If any question, please feel free to contact us.
Sincerely,
*** and
To whom it may concern
I've broken down this email to address and finalize all concerns this customer has accordingly.
First United claims that most of the issues are relative to the moving company and therefore alleviate themselves from wrong doing. Nonetheless, First United was the company we hired. The fact is that we booked and signed the contract with First United, not with the carrier. First United chose the moving company, not us. We suspected the movers were unreliable when they immediately tried to push for more money.
The reservation process is very detailed. Prior to payment be processed the contract must be electronically signed. After the payment is processed the customer is sent to the verification department where the reps provides all tools and information needed during the move process. The customer went through entire process smoothly and at no time notified us that they were uncomfortable or forced it the terms of this contract.
We attempted to get out of the contract but First United refused to let us out based on the 72-hours cancellation clause in the contract. When the contract conveniently suffices for them, First United follows it but they disregard their responsibility in the contract. It did not matter that they clearly hired disastrous movers. They did not do a thing to help remedy the situation.
The cancellation policy is outlined in bold at the the top of the customers' estimate. This was in turn read and agreed by Mr. Pierre followed by electronically signature. Our company chooses carriers based on the work they provide to our customers. Safeguard Van Lines provides great service to our customers and with any company you will have select instances where damages do occur. In cases like this a claims department is there to reimburse for any damages that occurred and that information has been sent via email.
Now they are hiding behind the terms and conditions of the contract, section 4 limiting their liability as a broker, though their main responsibility on outsourcing suitable movers was not fulfilled. Section 4 does not mention that it is acceptable to be charged for services that First United did not render properly, in particular their brokerage fee.
Solely on the point that First United did not send movers with sufficient truck capacity is a breach in contract. First United's responsibility was to communicate with the movers on the space required for our move. They did not organize a truck that had the proper cubic feet to take the goods based on the estimate. Even when we personally measured the available space in front of the movers and First United (while on the phone) to prove the truck was much smaller than they claimed, both companies simply chose to ignore basic 5th grade math.
For exactly why the moving industry is infamous for being filled with fraudsters and scammers, true to form, First United and the movers constantly tried to strong hold us by trying to charge more than we agreed. They argued that we had more our items than the estimate. When we proved this was not the case they then tried to argue that the truck capacity was bigger than it really was. At the end, this should not have mattered based on Section 9 "Binding not to Exceed Price." The movers should have taken all the goods at the price of the estimate. First United drastically failed to fulfill this agreement in the contract.
First United's definition of "binding fee" is their brokerage fee, which was a $1,000 in the contract. As brokers, their job was to select a moving company that could perform the services outlined in the contract. This was not done. First United doesn't want to take any responsibility for the damages done by the carrier they selected, however their $1,000 brokerage fee should still be reimbursed as they did not perform or provide the service described in the contract.
First United picks and chooses the terms and conditions of the contract in which they followed, hiding behind the abominable movers that they hired. First United's should compensate at the very least their fee of $1,000, so that we can move forward and close this complaint. It will not even remotely cover the time spent and the property damage caused by them.
On the day of the move the customers liaison between myself (***) and ***. The first shipment loaded clearly showed a space of 100 cf could be less or more but we all in agreement in was roughly about 100 cf. Mr *** holds and engineering degree and is very good with numbers so based on the dimensions was quickly able to come up with volume of the truck. The 50 cf that Mr and Mrs *** are disputing was occupied by the equipment used to facilitate the move. I offered to absorb that cost and we still could not come to agreement. After items were loaded they were still items left clearly showing you were over the space reserved. When volume increase so does price I offered to alleviate cost you advised the carrier not to return for the overages. At this time all charges are valid the carrier and our company has fulfilled all services per the terms of the contract.
If any question, please feel free to contact us.
Pure Moving & Storage Corp which changed their name to First United Moving Co has promised that my things will be delivered within 3-5 days of pickup, but after 21 days, I still don't have my things. They picked my things up on August 1st from Ohio. Its 22nd August today. My things are still in the warehouse, somewhere in IL. The movers who came down to pick our things said several times, that if I take care of them, they will take care of our things. At one point, I will have to ask them, what does that mean, as they are repeating it like 10 times already while loading the things in truck, they said, they want tip. I said I do have tip for them, and did gave them $100 when they finish loading. They made a face, but I am not sure how much they expected. They even asked and take my package wrap with them, that I used to wrap my boxes in front of them. When they asked, I was afraid, they might do some thing bad, that I didn't give them the package wrap. But its been 22 days since they picked up my things, they didn't deliver my things yet. I got an email saying my things will be loaded into the truck on 12 of August, and will be delivered within 3-6 days, but they didn't, no update email or any thing, I have been calling them everyday to ask for an update, they either redirect my call or put me on hold for several hours or not pick up the phone. Today a lady said, my things might be loaded later next week. I asked her to give a correct date, she said she can't promise any date as it is with this other company called American Home relocation and she don't have any control over when will the things get picked up and delivered. Now I don't know where my things are and when it will be delivered. They are *** and cheaters. They are not reputable and should be avoided at all costs.
Pure Moving & Storage Corp which legally changed their name to First United Moving Co has *** to me over and over and after 21 days, I still have no furniture. Not only have they *** telling me it was on the truck for delivery, not once, but twice, only to find out the furniture is still in the warehouse. They have also increased the price three different times. They are not reputable and should be avoided at all costs.
My move was from Albuquerque NM to Elizabeth City NC..I received many calls and Pure Moving Co was one...at no time in our conversations did they say
they were brokers...I was told they would be moving me..March 19th was the date set...I waited all day..at 4pm the mover they had chosen called and said he was 40 miles outside of Albuquerque and would be there soon..he arrived at 7:30pm..walked in my living room and said I had too much stuff..I told him I was quoted on a 4 bedroom house and 150 boxes..he went off on me,,said he was going to charge me more..that he couldn't move me for the price quoted..I called Pure Moving immediately...I was told not to worry they would have someone else..that is when I questioned why someone from Pure wasn't here..they again avoided saying they were brokers..she spoke to the man and asked him to take pictures..at no time during our conversations did anyone ask me for pictures..the man left and I cried..I have a deadline..Pure called back and said they would have someone there tomorrow ..which was the 20th..I waited all day no one came..I spoke to Pure many times..with many promises..21st they call and said someone would be there at 3pm..I waited and when no one arrived I called ..they were on there way..no one showed..22nd I received a call from Pure someone would be there at 11am..I was so afraid that no one would show..more excuses..I have a closing and walk thru the next day..I have no more time for excuses..I had to cancel the shipping of my car because of Pure no shows..I refused Pure ..said I couldn't wait another day that I had waited 3 days for them to move me..their promises and failures..I tried calling *** the person who I originally spoke to..he just sent me to someone else..what a runaround..I called U-Pack and had a truck delivered..called a local moving co and had everything removed ..the walk through was changed to the following day and closing followed...I had to drive my car from Albuquerque to *** City by myself..I missed the pick up..I am a woman 77 years old..I didn't want to drive that distance by myself..I waited for the credit of 1700 dollars and the 500 dollars I had given as a down payment..it didn't show uo..I called and was told that I had forfeited it when I cancelled the move...I explained the situation and was told that I would not receive a refund..I asked to speak to the manager..she said they don't refund and I had a contract...I said I had never received a contract that everything was done over the phone..no one asked for pictures of my furniture or boxes..I had been honest with them and I expected a refund..they stole my money..they didn't move one piece of furniture..I am on a fixed income..I need your help..as of today I have not received the contract they promised to send..to take them to small claims I have to file in Ft.Lauderdale and be there...my last minute move cost me more and the fact that I had to drive my car myself gave me so much tension and many unhappy days..they need to be stopped...thank you
I want to be credited all money that they took from me..I want their rating to go down..so that it doesn't happen to anyone else
We are responding to the customer's complaint with Pure Moving and Storage.
We are deeply apologetic for the inconveniences the customer has described.
Section 4 of our contract that the customer has signed and agreed to discloses us as a broker. It can be referenced here: "CUSTOMER HAS HIRED PURE MOVING & STORAGE AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, PURE MOVING & STORAGE IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS". As per the customer's complaint that the actual amount of her items would cost more, please see section 9 of our signed contractual agreement: " CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES PURE MOVING & STORAGE WITH AN ACCURATE DESCRIPTION OF THE ITEMS TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES." In this clause, our liability is described in regards to what extent we are able to accurately quote a price. Our prices are based upon the inventory we receive from the customer verbally (size, quantity, etc.).
In regards to the customer's complaint of delayed pickup, please see section 14 of our contractual agreement: "ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. PURE MOVING & STORAGE WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. PURE MOVING & STORAGE WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES." When the customer signed this contract, we assumed that she agreed to the terms. Our records show that the customer canceled on-site with the carrier without notifying our office. Henceforth, we were under the impression her items had been picked up until the customer called our customer service department to demand a refund. These acts contradict the stipulations of our contract as written in section 20: AS THE CUSTOMER, I AGREE THAT ANY REFUSAL OR DENIAL OF SERVICE, EITHER VERBALLY IN PERSON OR OVER THE PHONE, WILL BE TREATED AS A LATE CANCELLATION MADE OUTSIDE OF THE CANCELLATION WINDOW. I UNDERSTAND THAT NO REFUND WILL BE ISSUED IF I REFUSE OR DENY SERVICE ON THE DAY OF PICK UP. IF I CLAIM THAT SERVICE WAS NOT RENDERED I MUST PROVIDE NOTICE OF ANY SERVICE FAILURE MADE BY PURE MOVING & STORAGE, IN WRITING TO ***@PURE-MOVING.COM".
Our records also show that on 5/13/2019, our customer service representative offered the customer a 50% refund of her deposit despite her contractual ineligibility to receive such compensation. The customer refused this offer. Our records also indicate that on 5/20/2019 the customer charged-back on her payment with her credit card company, and received $750.00 back due to her being ineligible for a full refund.
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not offered half of the money they stole...they offered me 900.00 which was not half..I did get in touch with my credit card company..I have also filed to small claims court...that was all after pleading with Pure to just credit my account with what I paid them...I didn't fire the man who was rude and obnoxious ...after he left my house I spoke to customer service..I told her I was afraid of him..she said I didn't have to use him and please not to stress...they would find someone to replace him..the next day no one showed..the following day a time of 11am and than 3pm..at 7pm I received a call it would be 11am the following day ...which was also the walk through for the house...after 3 days of promises I didn't trust Pure to do the job they had promised..I had to get a truck ..hire people to pack it ...cancel the moving of my car to NC,,drive 3 days across country by myself...hire people to unpack the truck..I asked Pure for credit of what I paid them..they again refused..I am a single woman and 77 years of age..they have been nothing but rude as it shows in their response...
(The consumer indicated he/she DID NOT accept the response from the business.)
offering a penance of what they owe me...shows they know they stole the money and did not render a service for it..I was mentally and physically taken..all I have asked for is to credit my account with the money they took..instead I have had to look into all avenues to get what belongs to me back..their business is built on customer returns and recommendations..I am on a fixed income..I don't have the money to throw away ..if they had been true to their word..I would have used them for my move..but they weren't..sad
We are responding to the customer's response to Pure Moving and Storage Corp.
We are unable to meet the customer's request, barring the exception of a $150.00 courtesy refund. The customer has charged-back one of her payments to us; the other is contractually non-refundable. We apologize the customer had such a negative experience and hope she will call our office to rectify the situation with our offered refund.
I was given a contract foe a amount and delivery date the amount was twice as much and the delivery was much longer that promised .
I used Pure moving and storage to move from Seattle to Farmington Ny .At the time I was being sold there service everything seemed amazing, customer service was amazing .I was gito 3247.
ven a contract stating my move would be $2284.03 and 30 days fee storage . I was told I only had to give them a five day notice of when I wanted the delivery.Then the day of the move came May30,2019 . A company by the name of Cobra Van Lines LLc 912 kinderkamackrd River Edge,NJ showed up I was told that I was going to be charged extra because it was what they call a long carry , and that the fee was going up 3247. because inventory was not correct . At this point I had no choice but to pay the deposit they were demanding . then the next day I get a text from the driver telling me the fee was going to be 3647. with a balance due in cash or postal money order in the amount of 1589.90 .on June 7 I contacted both Pure and Cobra telling them I had the address that I wanted the truck delivered to with in the five days I was was promised. I was told Ok . Several days passed *** no contact from either business. I would call and ask about the delivery and would be told we will look in to it and call you back. This went on for a month . No one could tell me where my stuff was or when it would be delivered. at one point I was told the truck had broken down and they had to get another truck to put my stuff on .Final I was notified that my delivery would happen on July 16,2019. I recieved a call from the driver saying he would be in my area the next day and I was to have 2053.00 to be paid in full . This was 455.00 more than the balance due that was already 1500. more than when I started. I called Cobra and told them I would not pay a penny more than 1598.90. the next day when the truck arrived I was so upset the minute the first item came off the truck . My husbands kayak was taken apart parts were just hanging off of it , when I ask what happen I was told we don't know we just drive the truck and unload it . then my kayak came off the truck with large deep gouges in it . most of the boxes were crushed and holes in them .we have boxes missing and they tried to give me things that were not mine , because they had no idea who the belonged to . I as about the truck breaking down the driver said no he had no problems he picked the truck up in Tacoma WA five days ago .
I called Cobra about the damage and the missing parts to the Kayak and was just told to file a *** . when I ask where the parts were that were removed from the kayak I as told we don,t know. I reached out to Pure moving hoping to have some help with this because they are the ones I contracted with and they used Cobra for the movers, I did not get a response from them .the Reference number for the move is RXXXXXXX
I would like Pure moving to return the extra 1500.00 I paid above my first estimate . I would like this amount because of the increase in the amount ,the delay in delivery,and the damaged and lost box's.
We are responding to the customer's complaint with Pure Moving and Storage.
In regards to the customer's price increase, please see section 9 of our signed contractual agreement: "CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES PURE MOVING & STORAGE WITH AN ACCURATE DESCRIPTION OF THE ITEMS TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVCES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES." This section describes that our prices are based upon the accuracy of inventory that is given to us by way of the customer. However, our records show that the only conversations that transpired between our company and the customer was about delivery times, not a price increase. Had our customer service department been called while the movers on-site, we could have evaluated any up-charges or discrepancies prior to the Bill of Lading being signed by the customer. In regards to the customer's complaint regarding delivery, please reference section 14 of our contract: "ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. PURE MOVING & STORAGE WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. PURE MOVING & STORAGE WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES." Our records show since the customer was picked up on 5/30, multiple customer service representatives have spoken to her every week, sometimes several times a week, until 7/12/2019. Pure Moving and Storage will not be able to honor a $1500.00 refund, considering the customer has signed and agreed to no guaranteed delivery dates, as well as an understanding that more inventory would result in an increase in price. Furthermore, Pure Moving and Storage took a deposit of $948.00 from the customer, and the remainder of her balance went to her carrier. In regards to the customer's complaint of a "long carry" charge, please see "Additional fees and Accessorial Services" section of our contract, which states "Drivers must have the ability to park within 75 feet at both the origin and destination points to avoid long carry charges. Depending on the size of the job, long carry charges start at $150.00." Section 4 of our contractual agreement with the customer states " CUSTOMER HAS HIRED PURE MOVING & STORAGE AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, PURE MOVING & STORAGE IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. PURE MOVING & STORAGE WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER." This section is an overview of our liability in regards to physically handling the customer's items. If the customer would like assistance filing a claim, our office would be more than happy to do so. She may reach us at XXX-XXX-XXXX.
(The consumer indicated he/she DID NOT accept the response from the business.)
The day of the may30 . I did call customer service did not ge a answer left a message that I had to speak to someone ASAP about the price . This was a Friday afternoon I did not get a response. At this point I had no choice but to continue with the move . I never did get a call back about this . I tried calling Derek and the customer service number . As far as the long carry Derek had my address up on goggle map and could see the distance when we set up the move . He even ask what door would be easier the one down the drive or the sidewalk. Being they are the broker they are responsible for the people they contact. I do expect a refund and the amount to repair my kayak. If Cobra moves is the liable party and they were contracted by the pure moving firm then pure should make it right with the consumer and recover the loss from Cobra .
As stated in previous responses, our company is not responsible for the physical handling of the customer's goods and therefore cannot accept liability for any damages as stated in section 4 of our signed contractual agreement: CUSTOMER HAS HIRED PURE MOVING & STORAGE AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, PURE MOVING & STORAGE IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. PURE MOVING & STORAGE WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIERæ
(The consumer indicated he/she DID NOT accept the response from the business.)
If I accept this offer how to I go about getting the settlement?
Horrible company and a horrible experience. They quoted a price and never showed up on moving day. They sent an outside broker who demanded money when he showed up and tried to charge triple the price. Do not confuse them with the other company in California this company is located in Fort Lauderdale. There are many horrible reviews about them I would never ever use them
STAY AWAY FROM THIS COMPANY: First United is nothing but a scam broker that takes your money. They refer to it as a deposit! It's not, you see none of the upfront so called deposit back). After you pay them, they simply find you a carrier and there done.Carriers are scam artists as well, not even joking they are out of service, license revoked, and not able to move belongings out of state, not one carrier but TWO. They pick up your belongings, the original estimated costs doubles and triples from what First United reeled you in with (usually a low, to good to be true offer). Customer service is a joke, they take your money and that's it. Anyone that is having issues with this company or their scam carrier, do your research and look up the company's DOT# with the FMCSA website while you're on there and file a complaint. It literally makes me ILL that this company and the Carriers they subcontract out, could put a family through such a disaster of a long distance move. Our belongings were picked up the end of May and here we are in July and still no stuff, with a carrier that is revoked (out of service) and no longer able to deliver out of state and First United as well as both carriers refuse to tell us where our belongings are even being stored, but continue to demand money. Furthermore, the carriers did not provide an inventory, or shipping papers. So please no matter what your circumstances are, avoid this company, avoid perfect movers and storage, avoid American Movers (both out of service/revoked). Do your research and choose a company that actually gets the job done and less of a hassle for the same price. EVERYONE needs to file reports to Florida Dept Of Agriculture, FMCSA, Attorney General of Florida and the Police. I'm so sorry to the innocent people that have had to deal with these scammers
This company over charged us approximately $3,000.00 for packing materials and additional costs beyond doubling the price of the original moving cost.
Moving order #FXXXXXXX Scheduled move date June 26th I was charged a total of $12124.59 from this company when the original estimate for the move was $6,860.00. Requested information and phone calls were not answered, sub-contracted movers showed up 2 days late Saturday June 29th, causing additional costs for us and added stress. They charged us extra for packing materials and wrapping glass items totaling almost $3000.00 never mentioned in the first estimate. When I called about my concerns and additional charges We were told they would look at the paper work and look for discounts but none was given. When our personal belongings showed up at our new place they hostage our belongs and refused to unload until we paid the additional cost of $7495.59. They blamed the hired sub-contractors and us for not reading the moving contract.
Since they hired the Sub-Contractors and the additional charges for packing materials were never mentioned in the original estimate, plus they said they would look for how they could bring the cost down this amount of $2820.00 should be returned. Because of the miscommunication and lateness of the movers it cost us about the same amount. We lost our damage deposit due to being out of the house late $1500.00, we had to pay 2 night hotel while we waited for them to show up. $280.00. The sub-contracted company called on Friday June 28th and said they would be there by 5:00 and to have our items out and ready to pack on the truck. They did not show and called at 8:30pm saying they would come the next day Saturday June 29th. Because of the short notice many items were damaged by the sprinklers that come on at 9:00pm. Had to call got junk and haul item away costing $298.00. This is why we are asking for the refund.
We are responding to the customer's complaint with First United Moving and Storage.
Regarding the customer's claim that we hired sub-contractors, please refer to section 4 of our signed contractual agreement: "4. CUSTOMER HAS HIRED FIRST UNITED MOVING & STORAGE AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, FIRST UNITED MOVING & STORAGE IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS." This section describes that First United Moving and Storage is a broker, not a motor carrier. Therefore, our responsibility is to connect the customer with an authorized motor carrier. This ideal is further discussed in section 5, " AS A PROPERLY LICENSED INTERSTATE MOVING COORDINATOR/SHIPPER AGENT/BROKER, FIRST UNITED MOVING & STORAGE IS NOT A MOTOR CARRIER AND WILL NOT TRANSPORT AN INDIVIDUAL CUSTOMER/SHIPPER HOUSEHOLD GOODS BUT WILL COORDINATE AND ARRANGE FOR THE TRANSPORTATION OF HOUSEHOLD GOODS BY ANY FMCSA AUTHORIZED MOTOR CARRIER, WHO CHARGES WILL BE DETERMINED BY ITS PUBLISHED TARIFF. ALL ESTIMATED CHARGES AND FINAL ACTUAL CHARGES WILL BE BASED UPON THE CARRIER TARIFF WHICH IS AVAILABLE FOR INSPECTION FROM THE CARRIER UPON REASONABLE REQUEST.", meaning that the Interstate Bill of Lading presented by the carrier upon pickup supersedes our estimate if the charges are viable. According to the Bill of Lading and our own records, the customer was originally estimated by our company for 1118 cf, for 158 pieces. Upon pickup of her items, the customer had 350 pieces, over double the estimate. Section 9 of our signed contractual agreement states, "CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES FIRST UNITED MOVING & STORAGE WITH AN ACCURATE DESCRIPTION OF THE ITEMS TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES.", which describes that if in fact additional packing services are needed, the customer is responsible for the cost. Due to the additional cubic feet upon pickup, there was a $320.00 packing fee added to the total cost. It also describes that the accuracy of our estimate is based upon the accuracy of the survey of goods we are given by the customer; the carrier retains the right to charge for any additional cubic footage taken up on the truck as well as packing/wrapping material and labor.
Regarding the customer's complaint of late pickup, please refer to section 14 of our contractual agreement that was signed to: "ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. FIRST UNITED MOVING & STORAGE WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. FIRST UNITED MOVING & STORAGE WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES." Although we do not guarantee pickup dates, we do sympathize with the consumer and wish to offer her a $150.00 credit as a courtesy. Our records show that our customer service department did in fact look over all paperwork and check for discrepancies that could possibly lead to customer compensation; however we found all charges valid. If the customer wishes to claim $150.00 courtesy compensation, she may contact our office at XXX-XXX-XXXX extension
(The consumer indicated he/she DID NOT accept the response from the business.)
No we are not satisfied with their response, $150.00 does not begin to cover our loss in this move. The response gives more excuses than it does compensation.
"Our specialist are all tenured" this was quoted on First United moving & storage website, The people who came to move us were not professional movers other than the driver. When we had contacted First United moving company 2 days prior to moving with questions concerning the move, they assured us the movers would contact us, they never contacted us before they showed up late the day of our scheduled move date. I do not recall ever waiving our rights to not have someone come estimate what we needed to move or this ever being communicated. All throughout the moving experience there was a lack of communication, misinformation, and miss representation of the cost and professional procedure of moving. In First United moving & storage response they mention in accordance with 49 CFR 371.113(C)(1), customer agrees to waive a physical survey of the household goods...During the initial estimation process we received 2 phone calls from First United moving & storage that asked about our house hold items. No waiver was ever mentioned or given. The first phone call was a general inquiry and we claimed average two bed room item plus an additional 100 boxes, this estimate total was around $3,400.00 however the second phone call we had more accurate list of items which included more furniture, patio furniture, and 30 plus totes of art supplies and canvases in addition to the already items listed (200 or more). That's where the total estimated price came to be $6,686.00. Nothing was ever said about charging extra for wrapping glass items such as TV, coffee table, small TV hutch, patio table, and charging for additional space used in the truck. At that time I believe I had mentioned when we moved from our last place we almost filled a 25 foot truck. Other than the glass furniture they wrapped, 4 pieces, they only wrapped 2 book cases, 2 small end tables, 1 full size bed (that we provided the packing material for),1 dinning room table, and one desk. For this they charged an excessive $320.00 for packing material which they used a 1/3 of a small box of wrapping tape, and an additional $2,500.00 which was included in the original estimate as the total cost not in addition to the cost of the amount of space used in the move, which appears to clearly misrepresent their low cost and stress free guarantee. Furthermore they took our left over shrink wrapping material that we paid for with out permission which we consider stealing.
In addition to the above concerns, the driver after calculating the total amount and when I clearly had refused to pay that additional amount of $5,495.59 and before I would sign the paper work he assured me that this price could be negotiated and changed if I did not agree with the total amount of $12,181.24, which was another example of misrepresentation of the truth. In the previous agreement we were to only pay $2,000.00 when they arrived to our move site. The total cost of the move was to be $6,686.00. Once I signed that contract it became binding, and they knew that. So when I called that Monday July 1st their costumer service person said they would look at the paper work once they got it from the driver and see if they could adjust the moving fee and lower the cost. Which ended up only being a delay and another false promise of a possible resolution of my complaint about the increased price. That allowed them to hostage our belongings until we paid the full amount the additional $7,494.59 apron arrival of moving into our new place instead of the $2,000.00.
When they showed up that first day they had completely under estimated our needs for moving and expecting to cramp our belongings in half the size of a 24 foot truck which was no where near what we had indicated for our moving needs. Again another purposely miscommunication on First United moving & storage part.
The second and last thing mentioned by First United moving & storage was they do not guarantee unavoidable delay's. Back to their own advertisement of stress free, low cost, and claiming to be specialists and professional movers. They showed up late into the evening the day of our scheduled moving date, no communication after specifically requesting additional information and assured they would call before the day of our moving date. When they finally showed up the driver was rude and yelling at us that we were not ready and were told (not given any choices) they would come back 2 days later. (not told why 2 days instead of one and no consideration for our needs to be moved out by Friday June 28th). Again on that Friday June 28th no response to our prior phone calls asking when they would be there. We get a phone call at 2:00pm in the afternoon asking us if we were ready. We had been ready since early morning. In that 2:00pm conversation they told us they would be at our house at 5:00pm and to bring what we could outside so they could load faster, which we did. They did not show up at that said time nor did they return any phone calls we made trying to find out why they weren't there yet. Then we get a call at 8:30 saying they were not coming until early the next morning Saturday June 29th. They assured us they would be there first thing Saturday June 29th. If they knew they were not coming why did they not make a simple courteous call letting us know they were not coming? We had to rush and solicit our neighbors and even strangers help to get everything we brought out into the garage causing us more stress, hardship, and now with the bed taken apart and it being late we had to pay for a hotel to stay at that night. This is a very clear example of a situation that would have been easily avoidable with one simple phone call. Saturday morning 8:00am no show, no phone call, finally they call at 10:30 am saying they are on their way after they stop and get something to eat. They did not show up until after 12:30pm. How that falls under unavoidable is beyond comprehension. During the move they are on their phones having personal conversations, watching video's, taking numerous and long breaks, they even asked me to go pick them up food. Ten hours later after numerous stressful occurrences and very late at night they present us with the total final estimate of $9,495.59. At this point I thought this was the total cost, I thought it seemed high but I was too tired and so exasperated I didn't even respond, but when he came back showing all the itemized costs which included the space used, packing material, binding fee, and gas with the amount being $12,181.59. They also said they included a big discount to lower the price but the discount was only .92 cents. In comparison to $12,000.00 dollars wow what a huge discount. We were in shock, the price now had doubled, that's were we strongly protested refusing to pay that amount and the driver assured us we could talk to the company and negotiation the price. After all the hassles we had endured and being exhausted from all the stress I felt totally vulnerable because what would happen if I said no? I very reluctantly signed the papers. We were 2 days late in getting out when we had planned, had to frantically make numerous adjustments to our moving plans, inconveniencing us, landlords, friends, and family all due to their avoidable causes if they were a company that returned phones, and honored their word and claims for professionalism I would not be complaining. In conclusion where it should have costed us $6,686.00 per their quote ( and average quoted costs from other companies of $7,500-$8,500 it now cost us $12,181.59. I still cringe knowing I paid this much. Additional unplanned costs of $268.00 2 hotel nights due to their avoidable lateness and poor work ethics, $298.00 Got Junk due to their not honoring their word and not showing up when they said they would and calling 4 hours later, after we exhausted ourselves moving our own items upon their demands. Items that were meant for give away we now had to pay Got Junk to get rid of because they got damaged due to being outside that Friday night when they called at the last minute and said they were not coming. Last due to their avoidable, not unavoidable lateness we lost our entire security deposit of $2,340.00 all caused by their avoidable unprofessionalism. The total amount this move cost us is $15,087.59. That is why we are asking for at least $3,000.00 to 5,000.00 back. Yes we agree we used more space for moving but we do not agree with the additional almost $3,000.00 charges of the packing and binding fees and feel we should also be compensated for the costs that we endured due to their lack of professionalism and tardiness which cost us $2,906.00.
We are still in the process of documenting the damaged items in this move. Which we will still need to contact them about and do not trust.
We are responding to the customer's complaint with First United Moving and Storage.
Referring to the customer's claim that she did not waive physical survey of her goods as stated in section 9 of our contract:
By signing this contract on Saturday 06/22/2019, the customer agreed to the terms of this contract.
After reading the customer's complaints it has come to our attention that most of them are with the carrier assigned to the move on the scheduled day for pickup, and not First United. While we sympathize with the customer, and apologize for the stress and hassle that was endured, we cannot take responsibility for the shortcomings of a separate entity as stated below:
4. CUSTOMER HAS HIRED FIRST UNITED MOVING & STORAGE AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, FIRST UNITED MOVING & STORAGE IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS.
If the customer would like to claim compensation, as a courtesy we stand by our $150.00 offer. The customer may contact our Customer Service department to claim said offer.
I could not be more dismayed, from the on set I was lied to:
I was given a quote to move from Oklahoma to North Carolina for $1899, I had given the man on the phone a large list of furniture I'd be moving.
The quote was fair so I put the deposit down needed to assure my space on the truck. I had taken a picture of a list I was to have going in the move and text it to the guy I was working with so there would be no confusion.
I didn't realize he had only put 335 square feet of space on the truck, I have no knowledge of how much square feet I would need so I trusted him to do the math by using the list I had submitted. He had me sign an agreement telling me if I sold any of the goods it would be adjusted.
I had sold my house and needed to be out of it on a certain date so they scheduled pick up just prior to the time.
The day before the move I received a call from this company, he asked me for the same list I had submitted previously, he then told me the move would now be a little over $4000!
I asked how it could have jumped to that amount and he told me he had no idea as he was only an adjuster. He was not a nice man, he asked if I had signed the agreement stating that I had 335 feet on the truck, then sent me a copy of the agreement I had signed, again I did not know about how they got the square feet based on the list I had given. So I paid an additional deposit.
I was stuck, having no other option but to go forward. He told me that the square footage had more than doubled on the truck, I asked if I had submitted the list numerous times how could this be? He still had no answers so I tried to call the gentleman I had originally spoke to and got no answer.
I then emailed the address I was given trying to get some sort of answer and the email came back the next day as undeliverable.
I began selling many of my pieces so as not to have so much on the truck.
I was to give $1009 to the first truck picking up my move, I told the gentleman that there would be less furniture than previously listed and he said he still needed the amount owed and that It would be adjusted on the "other end". I paid. I asked how long would it take before it was delivered and he told me 3 to 5 days.
After waiting for over a week I called Pure Moving and Storage for a date of delivery, turns out they are just brokers that farm out to other companies!
They had a company in Texas call me, it took me over 5 weeks to get my things delivered to North Carolina, I made numerous calls trying to get this company to give me some sort of date.
In the interim I had been emailing for an adjustment to Pure Moving, they stated the square footage had been adjusted to 550 but that I had signed the agreement for the $4000, they stood by it. I was offered no further discount.
Further more I had not taken the insurance they offered because I had already been stretched to my limit. I figured if they broke anything they would be responsible, that is not the way it works.
They completely destroyed a book case, they cracked the top of my washing machine, and ruined my Icomfort mattress. I filed the claim and will receive $115 for the damages.
I do not recommend this company for anything, I believe they are scammers from the beginning to the end. My disappointment in using them is beyond words.
Pure Moving & Storage Corp
As the moving broker They charged me 530.00 to refer me to a moving company who ripped me off and when I called them and emailed them they never even bothered to answer my calls or emails. When I asked for a refund they shot me off and never responded and never became responsible for the scam that I was a victim of because of the Company they hired to do my moving.
OCEAN MOVERS
I made a 530 dollar deposit payment after I was "ESTIMATED" based on a full detailed written inventory. I went over the charges several times and when I was picked up my move went up from $1530.00 to $2390.00!!!!!! Yes $2390.00 almost double what he "Quoted" when I said I could not pay that they told me that it's okay they would leave but I would LOSE my deposit because they came to pick up and I refused service. I was in no place to lose my money so I had to allow them to take advantage of me and they also demanded a 75 dollar tip and the man called me cheap and miserable because I was only giving a 40 dollars demanded tip I just didn't have more. I threatened them to report them with several agencies and the broker who referred them to me and they gave back $40 of the 75 demanded tip .
When they arrived at the delivery location they charged me $450 extra to rent a truck because supposedly their large truck would not be able to fit in that street. I had to pay it because they threatened me to leave stuff in the streets. I had to pay it and guess in what truck they showed up? Yes in the same 18 wheeler that wasn't going to fit and at the top of that they told me at the beginning they were waving an additional 75 for elevator and I just didn't have it at the money and they left all my belongings in the middle of the street in the sidewalk of my building. They never delivered it I had to hire two people to help costing and additional 350 to bring the brand new furniture upstairs. They never delivered, assembled,or finished the delivery.
Two 1800.00 speakers arrived broken and they never answered one call after delivery as they have of course call id and decided never to pick up the calls. They ruined my mattress , my 2000 dollar speakers, and a table. (STAY AWAY FROM THESE CROOKS. I was unemployed at the time and the driver told me that I was probably unemployed because of how cheap I was crying for money. Be Careful Please IN their reap off unethical practices and the additional movers I had to pay to bring up my furniture that they so horribly left in the street , keep in mind that all of those extras were paid. I am a single mom and unemployed at the time, maybe that's why they acted in such a predatory manner. This company put me in a bad hole financially and broke my most expensive valuables and never even cared to answer emails or pick up the phone to help. But always acted disgusted to deal with me after they secured my initial deposit payment. Customer service never got back to me at all.
Please also see the current Government Action They are undergoing for been such a thieves
Government Action
The following describes a pending government action that has been formally brought by a government agency but has not yet been resolved. We are providing a summary of the government's allegations, which have not yet been proven.
As of December 28, 2018, The Office of Attorney General, State of Florida, Dept. of Legal Affairs, filed a complaint in federal court alleging violations of the Florida Deceptive and Unfair Trade Practices Act, as well as both federal and state moving statutes, against the following business and individual:
Ocean Moving & Storage Corp., located in Pembroke Pines, and principal Itai Carmel.
Allegations against the company include deceptive marketing and sales of household moving services, while holding consumers' goods hostage for ransom in Florida and other states. Many of the victims are senior citizens.
The moving company, located in Broward county, allegedly used false or deceptive advertising to induce consumers to purchase moving services. The company proclaimed that the services were to be performed by highly trained, professional or expert movers. However, untrained laborers regularly performed the moves, often causing damage to, destroying or stealing the consumers' property.
Many consumers allegedly received low-price, purportedly binding estimates from the company. In numerous instances, once the moving service began and the household goods were at least partially loaded onto moving trucks, the defendant substantially increased the prices. If consumers refused to pay the new higher amount, the complaint alleges that the defendant threatened to hold the consumers' goods hostage for ransom and add fees to the demanded amount until the consumers paid the higher fee.
This complaint is part of an ongoing Florida Attorney General's Office initiative with the U.S. Department of Transportation called Operation Moving Target. The complaint seeks a permanent injunction, consumer restitution and civil penalties from the moving company and principal(s).
For further information please contact:
Anyone suspecting deceptive or unfair business practices can file a complaint with the Attorney General's Office online at MyFloridaLegal.com or via phone at X(XXX) XNO-SCAM.
company was meant to do my move from Colorado to Florida they gave me an estimate that they ended up almost doubling the price and changing pick upday
I hired this company for my move from Colorado to mÃami... everything seemed great they gave me an estimate which I asked would be much more if I added a few things... now 1 day earlier they tell me it's almost double the price... plus I confirmed a date and last minute I had to call and they tell me the date my change they would call me last minute to tell me pick up time... they never called me until the following day to schedule pick up around noon they ended up arriving until 8pm for a full house load... had me waiting 2 full days very frustrating experience.... I wS first quoted $3100 then $4500 now while loading $6800... very bad customer service and it's all been a lie
I ask for a refund respecting the original estimate and to transport my goods with care and arriving in the original promised 5-7 days
We are responding to the customer's complaint with Pure Moving and Storage.
In regards to the customer's complaint about price increase, please refer to section 9 of our signed contractual agreement: "CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES PURE MOVING & STORAGE WITH AN ACCURATE DESCRIPTION OF THE ITEMS TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVCES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES." This section clearly states that her price is dependant upon the itemized inventory that is given to our company. According to our records (see attached documents), the customer was originally quoted for 17 items and 93 pieces, or 553 cubic feet. Upon the Quality Assurance call, which is from our company to ensure that we have an accurate description of goods prior to pickup, the customer added to her inventory for a total of 31 items and 115 pieces, some of which were larger items (i.e., washing machine).
In reference to the customer's complaint of delayed pickup, please see section 14 of our signed contractual agreement : "ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. PURE MOVING & STORAGE WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. PURE MOVING & STORAGE WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES." In this section, it is explained that pickup and delivery dates are not guarantees; they are in fact estimates.
We are not able to honor an estimated price that was based off of an innacurate description of inventory. However, we are willing to compensate the customer $150.00 as a courtesy. Our records show that we have, and will continue to assist the customer during her move in any way that we can.
I still do not hear back from this company neither the broker who keeps telling me they will call me back with a response on delivery date neither the moving company that they used who doesn't even answer calls... the brokers initially gave me a 5-12 days window for delivery and now it turns out they can take up to 20 days then they added it was 21 business days... today it's been 21 days since they picked up my stuff and I know nothing about my delivery... last Tuesday was the only time they called to give a 2-4 days delivery day it's been 6 days and nothing.... they can't even tell me if my stuff is in truck loaded or if it's still hanging in a warehouse in Denver... this company is a scam they sell u one think with a certain estimate which ended up costing me triple im paying $10,500 now and getting no response and the bad customer service.... think this company should be investigated... I told them I'm a family with kids and have been having to rent as I had planned for my delivery worst case scenario 15 days!... now I'm fearing my goods are misplaced or won't even make it!
I responded that I do not accept the ridiculous amount the company is offering... I am now in the claim process and now they tell me that if I do t turn in an inventory with the items which they never gave thru can not validate my claim... so now I have an extra complaint for not having gotten an inventory as that was my right as a customer.
I am asking for compensation for bad customer service, damage of my goods primarily concerned about my piano which will cost me $7000 to repair the scratch and missing boxes that including clothing, kitchen items and electronics (Xbox and PlayStation) as well as a missing bed box spring... I didn't get an answer or anything yet.
We are responding to the customer's complaint with Pure Moving and Storage.
In regards to the customer's request for our company compensating her for damaged and missing items, please refer to section 4 of our signed contractual agreement which the customer signed prior to her move: "4. CUSTOMER HAS HIRED PURE MOVING & STORAGE AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, PURE MOVING & STORAGE IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. PURE MOVING & STORAGE WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER." Our customer service department has made efforts to contact the motor carrier to request what actions should be taken regarding her missing/damaged items. The information we received was that the customer needs to file a claim. If the customer does not have a copy of her inventory, we can assist her in retrieving that paperwork from the carrier, as we do not have a copy of it seeing that we are her broker, and did not transport her goods. The customer retains the right to obtain a copy of her inventory/Bill of Lading from the carrier at any time. If the customer would like us to retrieve this paperwork for her so she can properly file a claim, she can contact our customer service department and we would be happy to assist.
I booked a move with Pure Moving & Storage in May to move from Bellingham WA to Mesa AZ the end of June. My first contact was *** both via email and phone. In calling him back I was told he was no longer there. Then I spoke to and received email from ***. The same thing happened. It was understood by Pure Moving & Storage that this move was to be pre-paid. The deposits $800 and $880 were taken and a fax authorization form referenced the balance to be charged upon final Inventory. Approximately $1400.
So we now get to the move date which was yesterday. I was told by Pure Moving & Storage that they would be here between 9:00am and 11:00am 06/27/19. By 11:15am they did not show. I called Pure Moving & Storage and was told that the Dispatcher has made a "logistical" error and they would call me back. At 2:05pm they called to say the mover would be there between 6:00pm and 8:00pm. At 5:30pm, *** the man in charge of the drivers said they were busy and the guys would be here around 8:00pm. One of the drivers then called to say it would be 9:00pm or 9:30pm. At 10:00pm two men arrived. One started to fill out an inventory sheet. Then *** called telling the mover to put his phone on speaker. *** proceeded to tell me that I would have to pay him $3,500 or they would not move me. I explained that Pure Moving & Storage had agreed to take the full payment from the credit card authorization that was faxed and accepted by them. He told his drivers to leave. They did. I called Pure Moving & Storage and the call went to voice mail. The recording said Dispatch and Customer Service but there was no option for Dispatch. I called again thinking that there must be another option. But there wasn't. I wrote an email to the website address explaining what happened. No one called me back or replied to the email. At around 7:00am this morning I called. A very rude person named *** wanted to know why I didn't call the Dispatch right away. I told her I did but there was no option except Customer Service. She said the I didn't call because the person who had the dispatch phone did not get any messages. With her rudeness I raised my voice wanting to know what they would do. She said she would find out what happened and call me by the end if business today. They would have to find a carrier who would take the credit card payment. The mover *** called again remarking that he wanted $3500 to move me and did not care what I paid Pure Moving & Storage. Then *** called me to say that they are not a carrier but a broker. That the final amount is charged by the carrier. I wanted to know why this was never told to me. She said it was in the contract. I reviewed the email from *** and the attachments were blocked a with a note to call Customer Service. There was never any discussion that they were a broker. They took the credit card for deposit and final payment. I have advised Visa of this situation and they will put a claim in 07/14/19 which is 14 days from the scheduled move date. I then called Pure Moving & Storage and *** answered. I told her that I was canceling the move. She said that I could cancel but that there would be no refund. I asked to speak to someone else and she rudely said that they would say the same thing. She said I needed to send an email to cancel. I sent them an email. In 14days Visa will reverse the deposit charges. I will never, ever forget this bad customer service. Surprisingly when I was first contacted by *** I sent an email to him. The reply came from Pure Moving based in CA. They said that this Pure Moving & Storage in Ft Lauderdale is a scam. I should have listened.
Moving forward I have contracted with a full service moving company. They are moving me tomorrow at a better price.
The truck arrived at 4:00 am. Packed crystal and pictures on the bottom of boxes and items arrived broken. Dropped dryer off truck and is not fixable.
On 3/7/19 I was contacted by Chase at Pure Moving and Storage. Without viisting my house, they gave me a quote of $5200 based off the pounds quoted by 2 other companies that visited my home. I was told that the move would happen between 3/14 and 3/15. The truck arrived at 4:00 am on the 16th. During the packing my bedroom door was deeply scratched as were my hardwood floors. These were pointed out to the driver. The driver told me that I had a choice of either paying a flat fee of $7200 total or take a chance on the weight. He encouraged me to go with the flat rate based upon his guestimate of the weight of the furniture. My furtniture was placed in storage in Florida, all observed by my sister. I just moved into my home in Florida and used a different company. I was physcially present and they handled all boxes and appliances with care. While unpacking, all of my crystal glasses were broken. They placed the crystal on the bottom of the box then plaaced my roaster on top of it. Also, the glass in the frames of all my pictures were broken. I am missing my pots and who know what else. My wool dining room run was ruined. It has some type of red stain on it and is not usable. Most importantly, I had my washer and dryer delivered to my elderly mom. She had donated her items to Habitat to Humanity because my appliances were 4 years old. When she went to use the dryer, it did not work. We called an applicance repair company and they said "it looks like it fell off the back of a truck. It is unfixable."
I want the GE Dryer replaces so that my mom doesn't have to purchase a new dryer. I also want my wool dining room carpet replaced. Both items are available for inspection.
We are responding to the customer's complaint with Pure Moving and Storage Corp.
Per section 9 of our contract, which reads: "CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED", the customer has signed and agreed to waive physical survey of her goods; therefore, she was given an estimate based upon her description of her goods/items to our representatives and again to our Quality Assurance department.
In agreement with our legally binding contract with the customer, Pure Moving and Storage is not responsible for any loss/damages incurred by the carrier. Please refer to section 4 of our agreement signed by the customer, "...PURE MOVING & STORAGE IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS." We at Pure Moving and Storage Corp would be more than happy to assist the customer file a claim, as she has 9 months after delivery to file. If she wishes to request assistance with this process, she can reach our office at XXX-XXX-XXXX extension 2; or email at ***@gmail.com.
Classic Bait & Catch. Reel you in with their smooth talking, just to lie and basically steal from you.
BEWARE BEWARE BEWARE!!!!!
I should have read the reviews. Extremely naive, I fell for the bait. Super kind individuals who claim to have your best interest in mind, until the end. Kept saying they would rather overestimate me so I wouldn't have any surprises. Well, low and behold, day of moving, their contractor comes (puting tire treads through my yard, mind you) tells us my belongings won't fit on one truck, a second truck is needed and our bill went from $5600 to nearly $9000! Now, anyone in their right mind would know a 2550 sq ft home would not fit on a 20' rented uhaul truck. Are you kidding me! That is what this company ordered. So Given they already took nearly $3,500 from me. Knowing my home size, bedrooms, etc., a computer generated quote from a big name company is more accurate than what this company has charged me with. Extremely frustrating at an already frustrating time in our lives. How does it cost $9000 and I'm leaving stuff behind. Including furniture and all appliances ???? As a blogger, with over 10,000 followers and living in Florida where this company is stationed, you'd better believe I'll be letting everyone who I come in contact with know about this company.
I would settle for the original moving & storage price as originally quoted. I feel extremely taken advantage of, betrayed and lied to.
We are responding to the customer's complaint with First United Moving and Storage.
Per our signed contractual agreement with the customer, "CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES." According to the customer's Bill of Lading from the carrier, she had an additional 859 cubic feet upon pickup of her goods from her original estimate of 1041 cubic feet. Additional goods/items require additional space on the truck; additional space on the truck results in an increase of price (customer is locked in at $3.80 per cubic foot and has been charged accordingly). Furthermore, on site with the carrier, the customer signed and agreed to pay any overages prior to the shipment being loaded onto the truck. The customer's spacial reservation on any truck was solely based upon the inventory of her goods that she provided to us, not the number of bedrooms in her house or the size of her home, which our customer service has relayed to her. The "third party driver/company" was in fact the carrier assigned to the customer. As stated in section 4 of our signed contractual agreement, First United Moving and Storage is a brokerage, not a carrier: "CUSTOMER HAS HIRED FIRST UNITED MOVING & STORAGE AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, FIRST UNITED MOVING & STORAGE IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS." The customer is requesting that she only be charged for the inventory she provided us, and not the actual inventory that was assessed on site- which is not in agreement with section 9 of our contract, and is especially not possible after signing and agreeing to the new price on a legally binding contract with the carrier.