Pure Moving & Storage Reviews (%countItem)
Pure Moving & Storage Rating
Address: 2000 W Commercial Blvd Ste 202C, Fort Lauderdale, Florida, United States, 33309-3073
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Could not complete the job as stated in contract, forced us to cancel, refused to return deposit.
We were contacted by a First United Moving and Storage salesman and given a bid for a moving job from Oklahoma to Kentucky. We were told the company would come on June 12th with 6 men and a semi-truck, it would take 4 hours based on online inventory. The total "binding bid" was $7390. We agreed to the estimate, signed a contract and paid the deposit. We called customer service to ask what we needed to do, we were told we had the "platinum package" and didn't need to do anything. We had several interactions with customer service, and they were always professional.
On June 11th, one day before the scheduled move we get a phone call stating they cannot come on June 12th, that it would be the 13th between 8am-10am. We change our plans entirely. On the 13th two men and a box truck show up to the house and tell us that they cannot do the job for what it's bid for, that they are the movers and we had only dealt with a broker. The men walk the house and decide that the furniture won't fit in the truck. They ask us if someone had walked the house or taken any photos before completing the bid, we said no. They ask if any measurements were given on furniture, we said no. They asked if any video calls were exchanged, we said no. They then call customer service and state that they cannot do the job for the cost and customer service asks for a bid. The men turn in a bid which is $5000 more than the previous bid.
Customer Service then tells me that the price has gone up and we will need to pay the extra $5000. I state that I was told the previous bid was binding, she states that the rate is binding, not the total amount for services. I state that we were told there would be 6 men and a semi truck, she apologizes. I state that the salesman did not ask for the information necessary for a proper bid based on information from the movers and we are already a day late in moving, she apologizes. We aren't able to pay the additional $5000 and had to cancel the move.
I call to let them know we are cancelling and get my money back so I can pay a new moving company. So far we had paid $1600 deposit and $2875 for the first payment. They said that they would return the $2875 but due to us signing the contract, the deposit was non-refundable. I ask to talk to a manager, talk to her, she was very kind but said the best they could do was give me $300. I did appreciate the gesture, but the remaining $1300 needed to go back into my account so I could get my family moved. I asked to speak to someone else and they would not let me talk to anyone else. I explained that the contract they were holding me to was signed with the understanding that the 6 movers would show up on June 12th with a semi truck and pack and move my family for $7200. None of those terms were met, so stating that I would not be receiving my deposit due to the fact I signed the contract did not seem ethical. They apologized and stated that since I was given $300 that the matter was closed and that "The matter has been resolved, not a resolution that you are ok with, but still resolved." and there was nothing else I could do.
We need the additional $1300 deposit back due to the fact they did not hold up any part of our agreement.
We are responding to the customer's complaint with First United Moving and Storage.
Per the customer's signed contract on Saturday, 06/01/2019 - 14:49:41 EST., she had a pick-up window for her items of 6/12 - 6/13. Furthermore, through our verification process, we did ensure that the customer was aware we may have to use this back up date of 6/13 in case of delays. Per our contract, (section 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."
Regarding the customer's statement that there was no visual survey of her goods prior to pick-up, please refer to section 9 of our contract: "..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 our records, the customer had additional items and pieces which were not included on our company's inventory list, resulting in an increase of price. Out of good faith, our company refunded $300.00 to the customer, despite her contractual ineligibility to receive compensation (Section 20 of our signed contractual agreement: " I UNDERSTAND THAT NO REFUND WILL BE ISSUED IF I REFUSE OR DENY SERVICE ON THE DAY OF PICK UP."
Regarding the customer's complaint that we did not uphold our end of the contract, per section 5 of our contract: "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." As a broker, we have contracted a carrier to service the customer's move. Therefore, we have fulfilled our contract. To reference our signed contractual agreement, please see attached document.
This company promised a reduced rate and fast service. All of which was a bold-faced lie.
I paid this company to move my 2 bedroom apartment. I was quoted $2,400 at first (matching a reputable company's price to ensure immediate payment) and paid $748.00 deposit. Then that quote changed one day before the movers were suppose to come, it chaged to $3102.69 and I was made to put an extra $250.00 down for the deposit or I would lose my original $748.00 (a total of $988.00 in deposits.) I was told the movers would be at my place between 9am and 10am on March 4th, which I spent the entire day off work and waiting. They did not show when they were expected, so I called and talk to a "manager" who said they are en-route and will be there around 3pm or 4pm that day. They called me at 3:45pm (after multiple calls by me asking where my truck was) saying they were not coming until tomorrow; of course I was unhappy due to the facts that I was moving from Arizona to Indiana and had a to be there by a certain day to start a job, so now I am pushed back 3 days at least with travel. I also had gotten child care for my 3 children for the days I was expecting pick-up, and doggy-daycare for my dog so that the kids and dog were out of the movers way. Long story short, they did not arrive at my place to load up my belongs until the next day after 6pm (Not finishing loading, nor telling me the actual price until WELL AFTER 12am the next day). I called them, very upset, and they told me that there will be a discount for the inconvenience, in fact they assured I would have two discounts (which ended up being a 0.0119% "discount" that added up to $50 per day). They arrive at 6pm march 6th and as stated and they were not done packing until 12am march 7th. They eventually, after loading ALL my possessions informed me it would be much, much more expensive than quoted. The movers that had came to load the moving truck were not the same company I had hired. $1219.02 of the money was paid to Pure Moving and Storage Corp ONLY to hire another company without my knowledge (Who's review were worse than theirs). The company they had hired had nothing, nor honored anything that they promised me. When I rearranged them to move my belongings I was told they would be moving my things; not the original company. They where suppose to go off of weight, not square footage. They also raised the price to $3426.04! The company they hired (Executive Moving and Storage) smashed all my boxes and plastic totes, opened my boxes and stole my things; and re-boxed my boxes with a completely different color tape, and contents. Broken glass items littered my boxes and totes. They also lost a leg to my 2 and 3 year old's bunk-beds after they were the ones who disassembled it and were not able to reassemble because you can not put together a bunk bed without a leg. Also missing was two 25-lbs dumb-bells, 150 pounds worth of circular weights , and a weight-bar (all of which I was heavily charged for), and all four legs of my "all-wood" living room coffee table. There was also never an actual weight recorded from AZ to IN, when my quote was SUPPOSED to be based off of weight, which ended up being square footage, which after multiple lies was much more expensive.. I relieved myself of my main couch, multiple tables and furnishing in order to reduce weight (which was the basis of price at that point, not square footage.) I basically threw away half of my living room to reduce a price that was already guaranteed to go up. All-in-all EVERYTHING they said was a flat out lie to steal business from ACTUAL moving companies.
After the loss of items, loss of time and loss of peice of mind; I want the $1219.02 plus the lost wages and child/dog care back from the original company (Pure Moving and Storage Corp) who was supposed to move and store my things, yet who eded up hiring someone-else to do the job cheaper just to make a small profit.
We are responding to the customer's complaint with Pure Moving and Storage.
We are deeply troubled by the customer's dissatisfaction. Pertaining to her complaint that we hired another company to facilitate her move, please refer to 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." This section describes Pure Moving and Storage's liability/responsibility as a broker, and not a household goods carrier. Our responsiblity is further described in section 5: "AS A PROPERLY LICENSED INTERSTATE MOVING COORDINATOR/SHIPPER AGENT/BROKER, PURE 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." As a courtesy, we offered the customer $50 for each day that the carrier was late for pickup. However, we are not contractually abliged to do so. This section also describes that all claims for damaged goods must be filed through the carrier. If the customer would like assistance in filing a claim, our office would be more than happy to do so; she can contact the customer service department at XXX-XXX-XXXX ex. 2.
In regards to the customer's complaint about delayed pickup dates, "14. 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." Section 14 of this signed agreement is intended to give the customer understanding that delays are often times unavoidable, and may occur. We operate on the basis that our customers will read our legally binding contract prior to signing. As a moving brokerage we try our best to give accurate date/time estimations and accomodate our customers accordingly, hence the courtesy compensation that was given to the customer.
In section 9 of our contract, "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.", it is explained that any increase in goods/items/services will directly result in an increase of price for which the customer is responsible. According to our records (see attached documents), upon originally hiring our company, the customer had 31 items and 98 peices to be transported (estimated at 4759 lbs. or 680 cf.) for a total estimate of $2580.00. During the Quality Assurance call, one day prior to her move, the customer revised her inventory to 34 items and 118 pieces (estimated at 5335 lbs. or 763 cf.) for a total estimated cost of $3102.69. Upon pickup of her items, the customer was evaluated by the carrier for 900 cubic feet, which is 137 additional than our estimate. Hence; the customer was charged accordingly at her locked-in rate of $0.41 per pound ($2.87 per cubic foot).
Pure Moving and Storage is willing to offer the customer a courtesy compensation of $200.00.
(The consumer indicated he/she ACCEPTED the response from the business.)
I will settle for 200.00 dollars.
Worst company ever. They gave me one price then had to pay another. The delivery people just as bad was suppose to deliver on the 1st today is the 9th and still nothing. I had to drive 1800 miles for the delivery and agreed to saturday delivery but said sunday. I never got call saurday for sundays delivery and cant get them on phone. This is terrible business and I have to leave florida and head back. But no one to sign for delivery. And im getting the run around. But had to pay a lot for it.
This company secured a $1500 deposit from my husband. Doubled the price of service prior to coming. Then refused to refund the deposit.
On May 7th, First United Moving and Storage contacted my husband after he inquired for moving services on goodmovers.com. First United Moving and Storage then quoted him $3635.78 for the services to be preformed. They then convinced my husband to electronically sign the quote and secured a $1500 deposit using our bank routing number. My husband suffered a traumatic brain injury and as a result he suffers from a variety of cognitive issues that impact his problem-solving, decision making, judgement, and reasoning skills. I had no idea he had contacted a moving company until over a week later.
On May 21st my husband and I spoke with a *** to go over the list/estimate. The move was scheduled for May 24th. During this conversation my husband and I went over the list. We added items that my husband previously left out and also took of several large items that my husband previously had on the list. Many of the removed items were very large such as a 3 piece sectional, exercise bicycle, and dresser. After completing the list our new total came out to $7380.00. The company was now requesting an additional $1500 dollars as a deposit and wanted to take it from the same bank account. I told them this was now over doubled the original quote. I asked for a refund of our $1500 and was told it was non-refundable. I inquired as to what service I was provided that warranted them keeping $1500. I was given no direct answer. I attempted to explained to the "manager" of my husband cognitive disability and that he was obviously coerced by their salesman. He responded by saying " really you would know by talking to him". I then again asked for a refund and attempted to explain the situation. This time I began getting screamed at and at one point the manager actually said this was "not part of his job". The conversation was then ended.
I am seeking a $1500 refund from First United Moving and Storage.
We are terribly sorry that the customer had a sub-par experience with First United Moving and Storage. It is our goal to make the customer's move as efficient and convenient as possible, and it deeply troubles us that this was not her experience. Below you will find a copy of our electronically signed agreement regarding our terms for deposit refunds:
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.
Name: ***
Email: ***@gmail.com
Signed Date: Tuesday, 05/07/2019 - 11:55:22 EST.
IP Address: ***
Internet Browser: Safari
As noted above, per section 8 of our contract, the customer had a 72 hour cancellation window after booking the move to receive her refund of $1500.00 sans 10% for incurred merchant fees. Our records show that the customer requested to cancel our services 16 days after the deposit was made, meaning she was 13 days outside of the "grace period" for receiving a refund.
Regarding the estimate increasing, please refer to section 9 of our contract:
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.
According to our records, the customer's original estimate based upon her husband's description of their inventory, signed on Tuesday, 05/07/2019 - 11:55:22 EST. , consisted of 22 items and 71 pieces for a total estimate cost of $3635.78.
Upon speaking with our quality assurance representative on 5/21/2019, the customer added items to her inventory, totaling 54 items and 131 pieces (nearly double the original item list provided). In addition, packing materials were added for an additional cost upon request. Subsequently, the total price of the customer's estimate increased to $7380.00, which included a deposit of $3,000.00.
Out of dedication to service the customer's move, on 5/23/2019 First United Moving and Storage offered a generous Manager's Discount of $891.03 to match the customer's desired cost, resulting in a deposit of $2250 and a total estimate cost of $6500.00 for the final inventory of 54 items and 171 items.
At this time, the customer requested to cancel our services. In attempts to resolve her dissatisfaction, we at Customer Service offered a 30% refund of her deposit, despite the signed, legally binding contractual agreement that excludes her from that right. The customer refused this partial refund.
We have attached the three estimates that were sent to the customer, the first of which is signed (see top of response).
(The consumer indicated he/she DID NOT accept the response from the business.)
Customer service never offered a 30% refund. Customer service was highly unprofessional as I was screamed at on the telephone. It took a few clicks for the "contract" to be signed by a person with a TBI that had no idea what he was getting himself into. There was never any services performed by this business yet they have kept a "deposit". This company has very shady business practices and it's employees display extreme unprofessionalism.
We are responding to the customer's complaint with First United Moving and Storage.
We deeply apologize that the customer has been thoroughly dissatisfied with our company and it's representatives. As stated previously, we had offered a 30% refund to the customer which was denied on the day of canceling our services. We are willing to stand by this offer. If the customer would like to accept this compensation, please contact our office at XXX-XXX-XXXX extension
Just giving a shout out to this company and the team for a great stress free move !!
Great service and value from door to door!!
I highly recommend them for your nest move !
Thanks so very much !!
They misrepresented their costs and services. The price went up $4,000, my furniture damaged, no one has helped me, they shipped unauthorized items.
Reference No. XXXXXXX, estimate was initially $6,000 and ended up being $10,000 due to their phone estimate and sales tactics. They were a broker and the actual moving company had little knowledge of the promises of the broker, Pure Moving and Storage. Pure charged us extra $650 for TV packaging which was nonexistent to the Mover.My TVs were packaged with taped cardboard, except 1, that was wrapped in a blanket and it was destroyed. The packers brought a small truck, which was too small for my goods, hence an extra charge for another truck. They moved things that were NOT supposed to move across the country, and they broke down large items like beds and counted all of the pieces as additionaly items, justifiying why we were charged $4,000 additional. The movers at destination were hired off of the street, and the sliced through the saran wrap on an upholstered chair and cut the chair. No one told me, I found it. The ran into my new fridge and dented it, and no one told me. The gouged through the upholstery on anther chair, gouged my dining table, Potter Barn bed rails, no one told me, I found it. A lamp was broken, a teak stool crushed.
I would like credit for the unauthorized items shipped, the damaged fridge ($250 new door), upholstered chair reupholstered $400, patio chair gouged $40, PotterBarn bed repaired $50, Dining table repaired $100, Lamp replacement $50, 55" TV replacement $450, Teak bench $160, Total $1,700. They also misrepresented the load, by not coming out to do a visual estimate, then adding $4000 to my bill which included a surcharge for an extra truck at the origin because they brought too small of a truck to the site. Also included in the $4,000 was an additional charge for items that we didn't want shipped and now we have them at destination and they are supposed to be at origin. This additional charge is their fault and I would never have used them if they had bid this properly. We would have moved it ourselves. I want $5,700 in order to be made whole on this move.
We are responding to customer's complaint with Pure Moving & Storage. The customer signed a contract with Pure Moving & Storage as her moving broker as explained clearly in Section 4, "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. 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 4 also states that we are not liable for property damage or personal injury. The claims process is done through the carrier and www.csipros.org. The customer was provided this information and informed on how to move forward with the claims process.
In reference to the customer's rate increase, Section 9 of her contract states,"9. 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. CUSTOMER UNDERSTANDS THAT PURE 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.. Once the customer signs the paperwork(Bill Of Lading) with Leadership Logistics, it is an acknowledgement of the terms, conditions, and prices listed. She did have additional items when the movers arrived on her date of pickup. As far as her complaint with Pure Moving & Storage, please note that we have upheld our end of our contract. However, due to her inconveniences, we are willing to offer Ms. a credit in the amount of $150 as a courtesy.
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not responded since the move to me directly, and I have tried contacting them. They charged for packaging materials for each TV, and none was provided. One TV was destroyed. They shipped items that were specifically told NOT to ship, They Cut a Chair with a knife, they hit a new refridgerator, denting it at the new location, completely destroyed a teak bench, punched a hole in an outdoor cushion, and I see nothing in response to these items. I relied on them to be responsible for the move. If they hire others to carry out the deal, they need to be responsible for the execution of the move.
We are responding to the customer's complaint with Pure Moving and Storage. Again, Per section 4 of our contractual agreement stating "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 and Storage is not liable for any damages by way of the carrier. We have presented the customer with sufficient information to file these claims and receive compensation. As a broker we cannot accept responsibility for the physical handling of her items.
Regarding the customer's packing materials, they were in fact included in her estimate. If the customer had concerns about being charged for them during pickup of her items, we were not made aware of this. Our records indicate our customer service had multiple conversations with the customer while the carrier was on site; however, there was no mention of packing materials. Had we been aware, we could have addressed this issue with the foreman on site and resolved it prior to the customer signing the Bill of Lading. As previously stated, we are willing to credit the customer $150.00 as a courtesy for her dissatisfaction. This payment would cover over double the packing material cost.
If the customer would like to accept our offer, we would be more than happy to credit her. If the customer would like further assistance filing her claim for lost/damage items, she can call our customer service at XXX XXX XXXX. Our customer service hours are M-F 9:30 AM -6 PM, and we are also available to be reached after hours and weekends.
Company quoted a price for moving after we gave them an inventory of items to be moved. When the movers came to get our belongings, the space allotted for our inventory was not even large enough to fit all of our furniture. To fit in the rest of our furniture and our boxes and containers (which we had listed as 250), the price would have more than doubled. So we were left with furniture, boxes, and containers to move ourselves. We rented a Uhaul but had to rent a storage for the rest of our items. We are paying storage rental until we can get the rest of the items moved (700 miles).
Product_Or_Service: Moving services
Order_Number: RXXXXXXX
Billing Adjustment We would like an adjustment on the billing so that we can then move the items we have in storage. A quote from a moving company who actually went to the storage unit and inventoried the items was $4700.
We are responding to customer's complaint with Pure Moving & Storage. The customer signed a contract with Pure Moving & Storage as her moving broker as explained clearly in Section 4, "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. 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.
In reference to the customer's rate increase, Section 9 of her contract states,"9. 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. CUSTOMER UNDERSTANDS THAT PURE 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 *** 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. Once the customer signs the paperwork (Bill of Lading) with American Moving Services, it is an acknowledgement of the terms, conditions, and prices listed. She did have additional items when the movers arrived on her date of pickup. As far as her complaint with Pure Moving & Storage, please note that we have upheld our end of our contract. However, due to her inconveniences, we are willing to offer a credit in the amount of $250 as a courtesy.
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand fully what their stipulations read but what is totally non-comprehensible to me is how they so outrageously UNDERESTIMATED the space or poundage after I went room to room in our home and gave them an inventory of the items to be moved. It is not an exaggeration one iota to say that they moved only one third of our items. Two thirds I could possibly understand but one third????? No way. What I want is not a credit because we are done moving (at quite an expense) but what I would like is a refund in cash or cashier's check that is appropriate to help with some (not all) of our additional expenses and $250 is not even close.
We are responding to the customer's complaint for Pure Moving and Storage Corp.
Per section 9 of our signed contractual agreement with the customer, "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.", meaning that we based her spacial reservation on the truck according to the inventory we received from the customer to our sales team and once again to our Quality Assurance department before the scheduled move. By signing this contract, the customer is waving physical survey of her goods. Upon realization that the customer had more items and required additional cubic footage, the carrier offered to take her additional items for the according price, which the customer refused. Our $250 offer is a personal courtesy based upon her inconvenience, and not required based on our contractual agreement. Additionally, section 1 of our signed contract states, "1. THE PROVISIONS OF THIS AGREEMENT, INCLUDING THE TERMS AND CONDITIONS CONTAINED HEREIN, REPRESENTS THE ENTIRE UNDERSTANDING AND AGREEMENT BETWEEN PURE MOVING & STORAGE, (HERE AFTER Pure Moving & Storage Corp) AND CUSTOMER WITH RESPECT TO THE SUBJECT MATTER HEREOF AND SUPERSEDES ALL OTHER NEGOTIATIONS, UNDERSTANDINGS AND REPRESENTATIONS (IF ANY) MADE BY AND BETWEEN SUCH PARTIES, INCLUDING ANY REPRESENTATIONS MADE BY ANY ESTIMATOR. IN THE EVENT OF ANY CONFLICT BETWEEN THE TERMS OF ANY ESTIMATE AND THE BILL OF LADING, THE TERMS OF THE BILL OF LADING SHALL CONTROL. THIS AGREEMENT *** NOT BE AMENDED, SUPPLEMENTED OR WAIVED ORALLY, BUT ONLY IN WRITING, SIGNED BY BOTH PURE MOVING & STORAGE AND CUSTOMER AND MAKING SPECIFIC REFERENCE TO THIS AGREEMENT. This section of the contract clearly states that the Bill of Lading performed by the carrier supersedes our estimate. As the customer's broker, we are obligated to provide an estimate of her household goods, but are unable to supersede the bill of lading in this event of inaccurate inventory description.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their resolution (even though they cited their contractual stipulations in their response) and feel I deserve some type of compensation because they moved only one third of what I listed in our inventory. I feel I was scammed and they underestimated simply to get my business, knowing full well they were going to put me in a horrible position. I am no fan of dishonesty and feel their contractual language is simply a way to take advantage of movers!
This moving company refuses to refund my initial $450 deposit back due to their refusal to honor the given quote. No service was performed.
May 22, 2019.
This moving company arrived two days later than scheduled (May 20) with an Enterprise rented truck full of other shipments. There was only one mover and he was one hour late even on May 22. He came inside the apartment and took pictures. Then he waited for another hour wasting my time saying that he does not work for Pure Moving. There was not enough space on his truck for another shipment, and there was only one single mover. Then through phone conversation, Pure Moving started to argue that my inventory was not the inventory that I listed. My inventory was precisely as described in fact instead of having 30 boxes, I had only 27 boxes. Then the company proceeded to raise the initial quote of $1674 to $2600 based on "cubic foot" reasons. There is no way for something like that to be verifiable. It is a scam. I refused to change the terms of the initial arrangement since there was such a big difference. No service was performed by Pure Moving. They now refuse to pay back my initial deposit of $450. Initially they wanted the initial deposit to be paid by check. This moving company is a moving scam full of crooks. They deliberately asked to be paid by check not be debit or credit card. They came late, two days later than scheduled. They did not come prepared for the shipment (only one mover and no space on the truck). They specifically try to fool customers by getting their initial deposits by check then not performing any service. This is a moving scam.
Full Refund of my initial deposit - $450. No service was performed by Pure Moving and Storage Company.
We are responding to customer's complaint with Pure Moving & Storage. The customer signed a contract with Pure Moving & Storage as her moving broker as explained clearly in Section 4, "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. 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 4 also states that we are not liable for property damage or personal injury. The claims process is done through the carrier and www.csipros.org. The customer was provided this information and informed on how to move forward with the claims process.
In reference to the customer's rate increase, Section 9 of her contract states,"9. 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. CUSTOMER UNDERSTANDS THAT PURE 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. Once the customer signs the paperwork (Bill of Lading) with Leadership Logistics, it is an acknowledgement of the terms, conditions, and prices listed. She did have additional items when the movers arrived on her date of pickup. As far as her complaint with Pure Moving & Storage, please note that we have upheld our end of our contract. In addition, we had a conference call with the customer and the carrier, which resulted in the customer deciding to cancel her move when the movers were on-site. However, due to her inconveniences, we are willing to offer Ms. Hall a credit in the amount of $100 as a courtesy.
(The consumer indicated he/she DID NOT accept the response from the business.)
The response of the business if fraudulent as their entire business. This business is a scam. Pure Moving and Storage receives so many complaints because they run a scam business. I am not Ms. Hall. The Revdex.com rating should be lowered to an F for this business based on the following reasons.
1. The business runs a fraud, a scam to trick and deceit customers.
2. They operate in the following manner. They agree to move household items, and they give the customer a certain price.
3. The business then pushes the customer to pay only by check, not by debit or credit card payment.
4. They come - eventually - in my case they came after two days - unprepared to move anything. They came to my house without movers, only one person was there. The guy comes with a truck rented from Enterprise with no space on that truck. He starts telling me that they are going to get all my stuff out of the house on the street and he will have to come back with another truck!!!
5. Pure Moving and Storage double the price, based on no reason, whatsoever; I had fewer boxes than listed. I had only the things that there were originally listed, nothing new, everything was as listed in the original agreement.
6. I did not agree with the doubled price because I could not afford to pay double.
7. I would have got my initial deposit back if my $450 deposit was paid by PayPal or by credit card because there was no service performed by Pure Moving and Storage. The customers are protected by PayPal and whenever there is a debit or credit payment. But this business insisted on a check; this reflects how they scam their customers.
The business is not legit because if a buyer decides to buy an item for $100 and the seller all of a sudden decides that the price should be $500 then it is up to the buyer to determine if he wants to purchase the item or not.
I did not purchase their moving services. I did not sign a Bill of Landing with them. They did not move my items. They did not do any work. They did not do anything. They are not entitled to keep any money. I do not agree with anything else except my full refund - $450.
We are responding to the customer's response to Pure Moving and Storage. According to the carrier assigned to the customer's move, she had additional items as well as over-sized items from the inventory she had provided our company. The accuracy of our prices is directly correlated to the accuracy of the inventory we are given by the customer. The customer has signed and agreed to waive physical survey of her goods in exchange for an accurate description as stated above. The deposit made to our company by the customer was to connect her with an authorized motor carrier to transport her household goods. We have performed that service. Additionally stated above (per our signed contract) any cancel on-site results in the customer's immediate forfeiture of her deposit. We are not legally or contractually obliged to give any kind of compensation in this situation with the customer. However, we have offered a courtesy payment, which seems to have been denied. The courtesy $100 is still available to the customer, and she may contact our office if she would like to accept.
(The consumer indicated he/she DID NOT accept the response from the business.)
The carrier working with Pure Moving and Storage is lying.
The carrier was lying on-site because it was incompetent, not adequately prepared to execute the move.
The accuracy of the inventory was 100% correct; in fact there were fewer boxes than initially listed in the inventory. There were no additional items and no over-sized items.
This procedure of assigning an anonymous carrier who lies and deceits customers - turns around and doubles the price - is a shady business.
Pure Moving and Storage should be not dealing with crooks; otherwise, Pure Moving and Storage becomes a crook.
I was not told about waving anything, any survey of physical inventory, the company can survey anything even now - there is no extra inventory - except what was listed originally.
I will only accept half of the amount of my security deposit.
The company should return $225 dollars to my original method of payment and present the proof to the Revdex.com.
The story is real long to describe here!
But I traveled from Miami to Alamogordo, NM, to close a 10x10x8 storage.
Pure moving Co truck never showed up, even though I paid the first installment of $505.00
They breached the contract @ 12:01 on 5/7/2019.
I'm going home to Miami w/o my belongs!
I have written records, photos, documents, etc to prove my case.
I'm a 63 yrs old woman, with ostheo arthritis, lost my only child a few yrs ago, I'm disable and this people not only breached a contract as well as they caused me a lot of pain and suffering, given all my medical conditions!
Pure Moving company committed fraud against a vulnerable person.
I can't believe that there is no justice for someone with honest intent, to be used and abused by a company that has no scrupulous!
I lost all the money I saved for almost 5 yrs, just to close this storage that was open just after the death of my only child!
All I wanted was to get the service I paid for ...
Because of this fraudulent company's behavior I almost had a heart attack @ El Paso international airport when coming back home to Miami on 5/7/2019.
I still need to go back to NM to rescue the few memories of my child and my life, that are left and are still in NM and I can't wait another 5 yrs to save enough money to go through this journey again, let alone to continue to pay $135/month for the use of an storage that should have been closed no later than 5/6/2019!
This type of fraud, does not represent the America where I arrived 40 yrs ago!
I wish I could rate Pure Moving in Ft Lauderdale, FL, -10 stars
Pure Moving and Storage or First United Moving & Storage? Set up a move with First United Moving & Storage and showed up as Pure Moving on the credit card statement, called their number and they answered as Pure and had no idea who First United Moving & Storage was. I googled First United Moving Florida and the first result was saying they're a scam:
https://***ed-moving-scam-900-victims-XXXXXXXX-story.html
The bank wanted me to call them and cancel the order first. I did and after being shuffled around through the queue, finally talked to a guy. Rude and pushy was an understatement, he was screaming at me on the phone. Hung up on him and he called back 4 times in a row, scary...
DO NOT USE THIS COMPANY STAY AWAY!!!
Told numerous times they would beat any quote from a major mover; received 3 quotes that were under, and got charged $3k more.
I spoke with *** about the charges for this move.
On 12/14/18, *** in dispatch assured me that if I could get quotes from 5 of the big moving companies and they came in under what I was quoted, they would beat that by 10%. A phone call to *** on 12/16/18 confirmed that information was accurate, and I elected to retain their services based on that information. On 12/20/18, I forwarded the estimates I received from agents coming in to my apartment and taking a physical examination.
12/21/18, I contacted *** and asked if my move date could be changed to 1/4/19. She said it wouldn't be a problem, and that I'd receive a call after the holidays to confirm.
Glen called 1/2/19 to get a more accurate estimate of what was going to be shipped, and my quote went from less than $3000 to over $6000. I was required to put down another $1444 to ensure someone would pick up my belongings. He also wanted to verify the move date of 1/6/19 with a backup of 1/7/19. I explained that *** and I had agreed on 1/4/19, backup date 1/5/19, and after a call, the date was changed. I was instructed that I would receive a call from the movers the day before they arrived.
On 1/4/19, I took a call from Oasis Moving saying they would be there 1/5/19 to pick up my belongings. On 1/5/19, the call I received from the driver said he wouldn't be there until 1/6/19.
The movers arrived around 930a on 1/6/19, a day after agreed upon by Pure Moving and Storage. I was told the cubic foot estimate would require me to pay another $1000 since they go off space and not weight. My hands were tied at this point as I was leaving the state on 1/7/19, and I paid over $2300 to get my belongings loaded on the truck.
My original estimate was less than $3000, and after a call from QC it went up to over $6200. The final total from the binding estimate puts the cost of this move over $7100. The highest quote I sent in from a local company, that surveyed the actual contents of my apartment, was $4570, which is a difference of over $2500.
The highest quote I sent in from a local company, that surveyed the actual contents of my apartment, was $4570, which is a difference of over $2500. I would like the original statements given twice by the company - that they will beat competitor prices by 10% - to be honored. I am requesting that I be refunded $3000.
We are responding to customer's complaint with Pure Moving & Storage. The customer signed a contract with Pure Moving & Storage as her moving broker as explained clearly in Section 4, "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. 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.
In reference to the customer's rate increase, Section 9 of her contract states,"9. 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. CUSTOMER UNDERSTANDS THAT PURE 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.. Once the customer signs the paperwork(Bill Of Lading) with Leadership Logistics, it is an acknowledgement of the terms, conditions, and prices listed. She did have additional items when the movers arrived on her date of pickup. As far as her complaint with Pure Moving & Storage, please note that we have upheld our end of our contract.
(The consumer indicated he/she DID NOT accept the response from the business.)
While Pure Moving and Storage appears to have upheld their end of the contract - which I was unable to retain a copy of - there is no resolution regarding the verbal promise by 2 of their employees to beat their competitor prices. I gave Pure Moving and Storage the estimates from the companies that came to my apartment and took a visual survey, and they all came in well under the quoted price by Pure Moving and Storage. See attached email correspondence.
We are responding to the customer's complaint to Pure Moving and Storage.
According to our records, (see attachment), our customer service department forwarded the customer's request to "price match" other companies to our quality assurance department who is responsible for receiving a final and accurate inventory from the customer on 12/20/18 and adjusting the price accordingly. At her original estimate, the customer counted she had 19 items and 75 pieces. During the quality assurance call on 1/2/2019, she revised her inventory to 37 items and 130 pieces, nearly doubling her inventory; hence her price increase per section 9 of our contract: "...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." At this time, the customer signed the revised total estimate of $6024.25, therefore agreeing to and understanding that this was her price.
At any time the customer wanted access to this contract, upon contacting customer service, she could have had it emailed to her. Attached is a copy of this contract.
During any part of this process, the customer retained the right to cancel our services and move with a different company. We at Pure Moving and Storage upheld our contract, and are deeply sorry the customer was dissatisfied.
(The consumer indicated he/she ACCEPTED the response from the business.)
While I am not satisfied with the service I received, or the cost of said service, I will not be taking further action. I will, however, instruct my family and friends to book directly with a reputable moving company instead of going through a broker as I feel they are nothing but a scam. Lesson learned.
My husband and I were ecstatic to find Pure moving and storage. They gave us an amazing quote of roughly $3,300, to move us from the top of Michigan all the way down to Florida. They said that the price might go up but no more than to $4,200 max. So we paid the deposit and set our move date 2 months out. 4 days before we were to move Pure Moving and storage called and raised the quote to $6,900!! We had only boxes for this move. No furniture, no beds, no tables, nothing heavy. Just boxes. There is no way we could possibly pay so much more when we only budgeted for the original higher amount. The gentleman my husband spoke with was very rude and pushy. We ended up calling the office personnel and asked for at least some of the deposit back. It was unprofessional and outrageous how much the original quote change, not to mention unacceptable. Our deposit was $872 something and we were refunded $275. Personally I feel we should have been given a total refund considering how my husband (a disabled veteran) was treated and swindled.
Ruthless, borderline harassment contacting for my business/money
The problem date is mainly today (March 4,2019).I have told this company three times now I do not wish to use their services for moving and will not take no for an answer. The main person, ***, can get rude and nasty. They keep sending me estimates and calling, emailing, and texting. It's getting a little concerning.
I don't want them to contact me any further. I do not want them to misuse my information and try to charge me for services I have declined. They told me their price and I declined. I'm afraid they will pull some illegal stuff that I can't get out of and really hope this ends.
To whom it may concern,
We apologize if this customer felt that we called to often, we do have a note from him yesterday claiming the following "You guys are persistent and seem genuine. I appreciate you all reaching out.". Please note as of 3/4/2019 this customer was put on the "Do Not Call List". This should satisfy any claim put against us by Mr..
Thank you
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept it because if they put me on their Do Not Call list and do not try to communicate with me further, then that's great. The comment I left with them was before they didn't take no for an answer.
representatives never mentioned that price will change depending upon weight. He also mentioned that price will not increase.
1/21/19 service was booked and $889 was paid for service as expected not to change in verbal quote over the phone with total of $1656. I called today to cancel the service, but customer service manager refused to refund money. This service is scheduled for April 7th. I explained to her how weight will change the total price was not discussed during initial phone conversation when we paid deposit. I requested quality control Dept to review our call with *** who booked this for us. Customer service refused to cancel our service and to refund despite of our explanation. This is fraud in my opinion as I was not explained that price is estimate and depending on the weight of item, total can change. I like to receive my refund and cancel this service with this company. I m going to be retired and also senior citizen on strict budget. I can't afford to pay more and like to cancel my business with company and receive my deposit of $889 back that I paid by my credit card. Reference no is RXXXXXXX.
I like to receive my deposit $889 back, which I paid with my credit card.
We have been working with the customer directly on resolving his issues. We spoke with him today and have cancelled this move and are refunding his deposit, which we hope will satisfy this complaint.
(The consumer indicated he/she ACCEPTED the response from the business.)
They offered me $800 deposit out of $889 back.
I like to retract my complaint from Revdex.com so this complaint is not shared publically per Pure moving company agreement.
Was misled during the sales process, signed an agreement and paid money upfront, now the cost has more than doubled to get my possessions back.
Initially I was quoted $1800 for the move. On the phone call, I clearly described my items, including specifics such as a bed w/ head and footboard, as well as drawers underneath, a dresser with a mirror, a glass table etc. I wrote down my inventory at the time of the call. Additionally, we discussed fragile items, such as my glass dining table, tv, mirror and glass desk. During the sales call, I clearly asked if there would be additional charges for packing fragile items, flights of steps, and how much it would be to extend the storage time. I was told there would not be additional charges for packing fragile items, that my inventory was correct, and that 1 flight of stairs was included in the price, which is up to 25 steps (I had 21 as I counted for him). The first gentleman I spoke to was named ***. I was also told that if I needed an additional month of storage, it would be $151.
Everything was fine until the pre move call. I went over my inventory again, and the price went form 1800 to 2800, they requested more money which I refused to pay as clearly they had misrepresented the cost to get the sale. My problem was escalated up to ***, a supervisor, who addressed my issue, said I wouldn't need to pay any more than promised and adjusted my inventory.
Now I'm dealing with what appears to be a miscommunication between the broker and the moving company, because the moving company is asking for an additional payment of $800.
Thus far, I have paid $1454, now, I'm being asked to pay an additional $800 for being overweight (which I thought I already paid based on the way it was explained) and additionally $350 for an additional month of storage.
For delivery, they require over $1500 more than I was originally quoted. I would like 1 clear final number to pay and that is it, not the changing number I receive every time I get a call from pure moving or one of their affiliates.
I would simply like to pay my original quoted price, plus the $350 for the additional month of storage. Even though I was misquoted on the storage as well, I understand that the size of the estimate was incorrect (due to the sales tactics of ***, my original rep) and that I need to pay more for storage. However, I do not believe I should be responsible for paying any additional costs above this as I was very clear with my inventory.
To Whom It May Concern:
We apologize for the negative experience this customer has had with our company. The customer did have an additional 1, 267 pounds an additional $300 packing materials and $225 in stairs charges. Our contract that the customer signed states in Understanding Your Estimate, "This is an agreement between the customer listed above and Pure Moving & Storage, based on the information provided by the customer. Pure Moving & Storage, put this agreement together based on the list of items provided by the customer and services requested at the time this estimate was prepared. Your price may change based on the agreed-upon rate per pound and/or cubic feet if you add any additional items and or should your move require any additional services."
Our software system generates a certain weight and/or dimensions for the items the customer provides us. This customer had additional items which were omitted off of the inventory. The quote that we provided was accurate based on the descriptions given. Because the official walk through is done the day of the move sometimes items are bigger or bulkier than described by our software system. If the customer goes over the quoted weight the movers will offer a weight/CF, which the customer signed and agreed to.
Also please note the following which is in the original biding estimate which the customer E-signed
Additional fees and Accessorial Services (if applicable to the move):
If not included within the agreement, professional packing services are not included. However, it is at the discretion of the mover at the time of pickup to determine if items will require professional packing services. In these instances, additional charges will be applied. These items include but are not limited to the following: televisions, mirrors, glass tabletops, wall art, contents within dresser drawers, etc.
Packing supplies, such as bubble wrap, shrink wrap, boxes, etc. are not included
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.
If there is more than one flight of stairs at your origin and (or) destination which require the movers to transport items beyond the first flight, there will be a charge of $75 per additional flight. There will be no charge for the first flight of stairs at either the origin or destination.
The term flight of stairs per the carrier tariff is 7 stairs, therefore a charge of 3 additional flights was charged.
In terms of storage, this is based on .50 per cubic foot, the storage offered at $151 was based on the cubic footage given with the first inventory, every time the inventory changed it stood to reason that the storage changed as well.
We did offer the customer a $150.00 refund since they felt their move was unsatisfactory. If the customer decides they would like to accept our offer, we will refund them promptly.
To date the customer has paid her total balance due of $,3321.00 to the carrier
I have attached the signed bill of lading as well original binding estimate for your review.
False advertisement, with bait and switch
Representative prior to entering contract specifically stated Pure Moving & Storage is not a broker, representatives name is *** Once the movers arrived, they stated they with with Executive Moving, but had me sign all Areow moving documents, stating they ran out of paperwork for ExecutiveMoving.
It has been almost a month and I have not received any of my belongings.After contacting Pure Moving today January 24, 2019 Pure Moving is staying they are no longer in contract, my contract ended as soon as the goods were picked up. That Pure Moving is only a broker.
My belongings are irreplaceable photos, etc. at a minimum cost for replacement is over $30,000.
To Whom It May Concern:
We apologize for the delay in response. We have attempted to reach out to the customer regarding their concerns, to date we have been unable to make contact.
We apologize for the concerns this customer has had. We would like to address that Pure Moving and Storage is in fact, still in contract with this customer. What we were explaining is the paperwork the customer filled out on site with a visual, the bill of lading, supersedes our initial estimate given with a verbal inventory.
Our contract also states,"5. AS A PROPERLY LICENSED INTERSTATE MOVING COORDINATOR/SHIPPER AGENT/BROKER, PURE MOVING & STORAGE IS NOT A MOTOR CARRIER AND WILL NOT TRANSPORT AN INDIVIDUAL CUSTOMER/SHIPPER HOUSEHOLD GOODS, BUT WILL COORDINATE AND ARRANGE FOR THE TRANSPORTATION OF HOUSEHOLD GOODS BY ANY FMCSA AUTHORIZED MOTOR CARRIER, WHO CHARGES WILL BE DETERMINED BY ITS PUBLISHED TARIFF. ALL ESTIMATED CHARGES AND FINAL ACTUAL CHARGES WILL BE BASED UPON THE CARRIER TARIFF WHICH IS AVAILABLE FOR INSPECTION FROM THE CARRIER UPON REASONABLE REQUEST." We are available to fully assist our customer's with their moves throughout the entire process.
This customer has delivery set for today, 2/13. As of yet, neither Pure Moving and Storage nor the carrier has been able to reach the customer to advise them of the delivery. Our standard timeframe for notification is 24 hours before. This customer will also have standard liability protection for if there are any items that are lost are damaged.
We hope this will satisfy the customers concerns.
Bad communication unkept pickup dates stuff left behind excuses excuses
November X XXXX I made arrangements with pure moving and Storage to move my 1 bedroom apartment from Texas to Florida and told them I would be moving on December 19 2018 and they said a truck would be there on the 19th or 20th. I had agreed on a price of 1900$ for this move and had made payments leading up to the move. I left on the 19th like I had planned and the moving company wanted me to leave cash at the leasing office and they were going to let them in with the key. They didn't arrive to pick up my stuff till December 22 I have been calling to find out what is going on but they don't call back and when they do they keep saying sorry and they'll call me back but they don't! I've heard excuses excuses and I still don't have my stuff and no idea when I'm gonna get it! I have paid them over 2400$ and I have gotten nothing but a bad feeling I've been robbed or something! They're customer service people have done nothing to ease my worries instead they enhance my anxiety by not calling me back to let me know what's going on! I'm entering my 4th weekend here in Florida and my life has been on hold since I started dealing with this moving company! They have my life belongings and 2400$ of mine when they told me the price was1900$ PLEASE HELP ME!!!
Since I've gotten to Florida I've been sleeping on the floor been forced to eat out everyday due to no kitchen supplies had to go out and buy clothes I don't need my life has been on hold since I've left Texas and it's going on 4 weeks now with no date when my stuff getting here! I'm seeking full refund for this inconvenience I've been put through by this moving company I trusted with my stuff and failed to deliver!
To Whom It May Concern:
We are working directly with this customer to resolve any issues they may have and come to a satisfactory resolution.
Sincerely,
***
Dispatch Manager
This company has lied to us in order to get our business and is charging more than double what our initial binding estimated quote was.
My experience with this company has been a nightmare. It's been nothing but a huge stress since the get-go and I haven't even had my things delivered yet. Everything I have been told has been false and I feel like we've been drug into a huge scam. When I originally spoke with "***" to get a price estimate he was able to give me one that I felt would work for us with our move from Illinois to Nevada at $5685 so I went ahead and put down the required $1400 deposit. By the time *** called me to finalize everything I realized there had been some things left off the original inventory list, big items that I know I told *** about like a desk, a large oversize cooler, a large bulky footboard to our queen bed, things that I believe *** removed from the initial inventory to make it look like our cost would fit our budget in order to get me committed with the initial large deposit. By the time I finished updating everything with *** my new total was more than doubled, over $12,000! This was Dec. 22, 2018, our move was scheduled for Dec 26th, the day before we closed on the sale of our house in Illinois. *** also told me I would need to pay an additional $4,000 that day in order to secure our move- which contradicted what I had been told previously by *** that I wouldn't owe anything else until the day of our move. I was baffled, outraged, and panicking. With our timeframe being right through Christmas and because we had already paid $1400 that we would lose if we backed out I felt we had no other options but to go forward. I expressed my concerns to *** and he reassured me that he'd been in the moving business for 17 years and that he was almost certain that our real cost would still be within our $5,000-$6,000 price range, and at most maybe $6,500 because in the end we would only be charged for what our items weighed. He even went over the entire inventory list with me and told me how much weight his system (which was created by the DOT and is required for all of these moving companies to base their price estimates off of) was counting for each of my items. expressed to me that the software is built to grossly overestimate the weight so that customers aren't left with any surprises after they actually weigh in. My husband and I double checked many of our items' weight and found it weighed much less than the software was accounting for. ***'s claim checked out and we proceeded, believing that our actual final cost would be much less than our estimate showed. Things only got worse from there. To summarize:
-Our original binding estimate was nowhere near accurate.
- This broker used a moving company (Move Depot) who has an F rating on the Revdex.com and all negative reviews.
-We were not charged by weight as promised by the broker but by cubic feet,around $14,000
- We waited all day on the movers to arrive and had to wait around all night with our kids in tow for them to finish. We could not contact the broker to discuss the price discrepancies because of the late hours into the night.
- The movers smelled of some kind of weird drug (so much for being background tested and drug screened as promised by the broker)
- *** told us our things would be stored in SLC Utah until we found our new place. We have since learned it's all being stored somewhere in Chicago which means a much longer wait time for delivery.
The broker has no answers for me and has continually given me the run around. It's now been 2 weeks and I've contacted them multiple times, each time hearing that I'd be contacted by a certain given time, each time they neglect to call back and when I call them they give me more of the same runaround. At this point I'm concerned that IF we get our things back they're going to be damaged and partly missing, as other reviewers who have used Move Depot have complained.
Stear clear from this company and any other moving broker! If I could do it all over I would do it myself and save all the money, stress and hassl
I would like to see our final cost reflect what we were promised around $5,000-$6,500 and with that a refund of excess money we've already paid. This still doesn't account for all the stress and aggravation we've dealt with on top of an already stressful cross-country move. I would like our belongings delivered within a week of our updating them with our new address. Although the contract designates a timeframe of 7-14 business days for delivery I feel they owe us time that was lost due to storage of our items in Chicago rather than SLC like we were promised. I want Pure Moving to take responsibility for any lost or damaged property we may have upon delivery as they were responsible for hiring a professional moving company which apparently didn't happen based on current Revdex.com ratings and reviews of Move Depot located in Chicago which was the company that was used.
To Whom It May Concern:
We apologize for the negative experience this customer has had with our company. The customer did have an additional 313 cubic feet and needed $550 in additional packing. Our contracted that the customer signed states in Understanding Your Estimate, "This is an agreement between the customer listed above and Pure Moving & Storage, based on the information provided by the customer. Pure Moving & Storage, put this agreement together based on the list of items provided by the customer and services requested at the time this estimate was prepared. Your price may change based on the agreed-upon rate per pound and/or cubic feet if you add any additional items and or should your move require any additional services."
Our software system generates a certain weight and/or dimensions for the items the customer provides us. This customer had additional items which were omitted off of the inventory. The quote that we provided was accurate based on the descriptions given. Because the official walk through is done the day of the move sometimes items are bigger or bulkier than described by our software system. If the customer goes over the quoted cubic footage the movers will offer a flat rate price, which the customer signed and agreed to.
The customer did not call our office when the movers were on site with any concerns. Once the paperwork is signed it is difficult for us to have the balance adjusted. We reviewed all the paperwork and did not find any discrepancies.
We did offer the customer a $600 refund since they felt their move was unsatisfactory. The customer declined this offer and stated that they would only accept $4,000, which we cannot honor. If the customer decides they would like to accept our offer, we will refund them promptly.
I did not see this response until today as it was sent to my spam folder. This company has in no way resolved my complaints. Their claim that I did not contact them during the official walk through and documentation of my items is COMPLETELY false! As reported in my original statement, I could not get a hold of them because of the late hour into the night. The movers didn't even arrive until 8:30 p.m . By the time they put the final quote together and I tried calling to dispute the gross up-charges nobody would answer. It was 3:00 a.m. by the time the movers finished, well past business hours! I attempted to call multiple times between the hours of 2:30 and 4:00 a.m. at the request of the Moving Depot employee who was there managing our move. I have phone records showing these calls. This company has not been helpful or professional in the least! Again as stated before, any time I had attempted to settle discrepancies and get answers I was given the runaround. This situation only got worse when our items were finally delivered! The majority of our expensive new furniture had been damaged, some of it completely demolished and many of our things did not arrive at all. As I have now learned, this broker essentially collected a huge payment from us (over $5,000) just to set us up with a horrible moving company who showed up in an enterprise rented truck way after business hours, who then collected over another $4,000 from us only to pass *** off to some random truck driver who upon arriving in town required an additional $4,250 which he pocketed and hired 2 people off of craigslist for $15/hour to come move and reassemble our items. Again, we were waiting on them to arrive much later than initially promised and were left working late into the night to get everything established, and again our home was left smelling of smoke and drugs. This was in no way a professional move as promised! Yes Pure Moving and Storage offered me $600 if I would remove my complaint from the Revdex.com. I refused knowing that they just plan to do this to more and more people and if my complaint can deter anyone else from getting tangled up with these crooks it's worth the measly $600 that was offered!
Items picked up 12/19, driver stated delivery no later than 12/24. 22 days later, no location update, no delivery ETA. CS gives runaround. Overcharged
I hired Pure Moving on 12/12/18 to move my items from California to Washington. I was quoted at $3000 total for this, after they "worked" with me to come to a reasonable price. I arranged for a 12/18-12/19 pick up. It was stated that I would not have much time to cancel this request since it was short notice. Mind you, their rep Al Perez hounded me about how great of a service this is and so on, full on knowing my concerns of the short notice, logistical issues, and not having a true inventory list of my items to determine accurate weight. This wasn't even my plan to hire movers, we were going to rent a U-Haul and DIY this.
12/13 - $700 payment sent, e-check.
12/13 - talked to *** with QC. He also stated that in the case of being over weight limit, that I would have no choice other than to pay because of course, I would want my stuff back. he wanted me to pay another $1145 by e-check. So I did.
12/19 - Movers arrive. I had to pay another $1299 on the spot, personal check. And was told that upon delivery, another $1299 would be due (postal money order, or cash).
I have already paid an amount of $3144, $144 over budget, and with another $1299 on delivery, I will be $1443 overbudget.
I was not given a tariff on the truck. I have no bases on weights now. So they can tell me I am over weight limit to price gouge me and hold my items hostage.
The driver who picked up my items tried to make advances with asking me to "go back to his room". This was awkward because when someone else has your belongings, you don't want to upset them. Perhaps because I didn't go back to his place, my items were purposely lost or sold?
I have been calling customer service at Pure Moving daily. No real answers on where my items are at, just the "they should call you soon", or "oh, you don't have your stuff yet??" "They will call you by end of week, you will have your stuff soon", they never email me back, only call.. So I don't have proof other than my numerous emails that have been sent. I don't know where my items are at, I am concerned about damage now. I'm not sure if they are frequently moved from truck to truck. Or if they are in below freezing temps, causing damage to items. Driver who picked up told me I should have them by 12/24 at the very latest. Why would he say that if it is untrue?
I have tried to email Al Perez who sold me on this idea, he ignores my emails.
I tried calling the moving company directly, no response to my voicemails, or answer.. phone just rings and rings.
my order number through Executive Moving is RXXXXXXX. Pure Moving is job XXXXXXX. I would like to have a firm answer and where my items are at, and when they will be delivered. I want to know what the plan is for missing or damaged goods. And, I want a refund of the overages to brings my totals down to the $3000 that we agreed to. Not this over $4000 that I have been swindled into.
I want to know where my items are at now. I want to know exactly when to expect delivery. I want a refund for the overages.. Bringing my totals to the $3000 only. I DO NOT want any other questionable, last minute charges.. Or to be told my items were overweight without a reference point to confirm.
We have been working with the customer directly on resolving her issues. We spoke with her today to update her on delivery as well as her concerns with both moving costs and what her course of action is if there is any damage once her goods have been delivered. We have offered the customer a $300 refund which we hope will satisfy this complaint.
(The consumer indicated he/she ACCEPTED the response from the business.)
Pure Moving has resolved many of the issues that I have been having. They have been quick and courteous to help me through this process. I am good with removing this complaint now. Thank you.