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Quality Moving & Storage

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Quality Moving & Storage Reviews (8)

I am not trying to fake her out - I seriously cannot find her account I have nothing to do with the automatic dialer that calls her number; I cannot find it by phone number or any names provided If she is not willing to provide a simple account number then I have absolutely no way to look the account up and try and provide a resolution to the problem If she is unwilling to provide the account number shown on her invoice as a response to this response, then please just tell her to advise our collections department the next time she gets called that she filed a Revdex.com complaint and to check with CIT's Legal Department about this That way SOMEONE will give me an account number that I can review.Thank you for your patience, [redacted]

From: *** *** Date: Fri, Sep 25, at 12:PMSubject: Complaint ID #***To: "[email protected]" Dear *** ***: I have received the complaint from your office bearing the ID number above. I would like to address this issue; however, there is nothing
in the complaint to identify who our customer is. I have tried to look them up by name and phone number but haven’t had any luck. We really need an account number or the legal name of our customer so we can look it up and try to find out what is going onThank you,*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: they say they don't know who I am, but they call me every day, and email sometimes as wellI'm sure they know who I am
Regards,
*** ***

I am not trying to fake her out - I seriously cannot find her account.  I have nothing to do with the automatic dialer that calls her number; I cannot find it by phone number or any names provided.  If she is not willing to provide a simple account number then I have absolutely no way to look the account up and try and provide a resolution to the problem.  If she is unwilling to provide the account number shown on her invoice as a response to this response, then please just tell her to advise our collections department the next time she gets called that she filed a Revdex.com complaint and to check with CIT's Legal Department about this.  That way SOMEONE will give me an account number that I can review.Thank you for your patience,[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] contract number [redacted]invoice number [redacted]

Review: Used company to relocate from N. Carolina to NY. My furniture, etc. was in their storage facility for 5 mths.

When delivered, 7 pieces of furniture sustained damage and at least 35-40 items were mishandled and broken.

Company would not unload truck unless I paid them with a certified check first.

Several attempts to obtain insurance forms or other compensation for my losses go unheeded.Desired Settlement: I would like my furnture repaired and some type of monetary compensation for all the broken items, which I had carefully packed

with bubble wrap, crumpled paper and towels. I have moved previously, done my own packing, and have never experienced

such damage and obvious neglect. Staff broke 2 items while setting up in my home. One was a glass tabletop for a piece of furniture,

which cost me $57 to replace and they are now denying it.

Business

Response:

Shipper packed all of her own cartons. There was no exterior damage to any of the cartons at delivery. Using towels to pack China is not an acceptable forms if packing. We did all we could to accommodate this customer. We even sent men back at no cost to relocate furniture in.different rooms a few days later.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I did NOT use towels to pack my breakable items...they were all bubble wrapped with several layers.

Besides, this company had my items in storage for 6 months and ARE RESPONSIBLE that they would be taken care of in a reasonable safe way. Obviously

they were NOT!!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I hired this company to help my family move. There was no formal contract but when I called [redacted] in the [redacted] office, she never said anything about needing insurance just in case the moving men ruined our furniture. This was our first time moving and had no idea we needed to purchase insurance, I thought it was included. At the end of the move, the men had scratched up my bed frame and tore up my new leather couch. The guys did not say anything about it until my husband pointed it out to them. Only then did they say "oh yea sorry". The men promised to come back and fix it and on our final bill they wrote that they tore the couch, and once again never said anything about insurance either. When we called [redacted] in [redacted] she claims she told me on the phone about the insurance which she didn't and then she said that my husband signed the bill that said something about insurance but the men said they would come back and fix it no matter what, so they clearly lied to us. We want our furniture fixed, or a refund. We are outraged. when I spoke to someone about this named [redacted], he has pretty much ignored us in the matter.Desired Settlement: repair or refund

Business

Response:

Dear [redacted]; Please allow us the opportunity to answer the complaint. The shipper reported a problem to our office. We immediately contacted our insurance carrier SCS Agency for an inspection. After the independent adjuster (Baker International Insurance) visited the home they deemed the damage to be at $72.00. The issued the release to the customer and settled at this amount. To date the customer has not signed the release. I immediately upon the receipt of the signed release they will be issued the $78.00.

We value our reputation and we have repeatedly apologized for this slight mishap. We have done everything in our power to make this customer happy. A full refund for the move is really not a fair option as we do relocate the whole apartment for $580.00. Please advise us how to proceed. Copies of the adjusters statements are attached.

Best regards:

Quality Moving and Storage.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I have read the response from the business. I understand their insurance policy but to ask us to surrender our $800 couch for a $72 refund clearly is ludicrous. The insurance offer was not made to me when I talked to [redacted] and after the company tore my couch open is only when they told me about the insurance to which they would take our couch away and give me $70 bucks. When we talked to [redacted] she said it is possible she forgot to tell me about the insurance because she talks to so many people a day and may have forgotten to tell me about it. I am not seeking the fuil refund of $580, however, I would like the company to either come to FIX the damage they have done for my couch or to give me the money to pay for it. They were negligent in telling me about the insurance information and giving me a chance to opt for the insurance from the beginning. This is very unprofessional that the movers would damage my couch and ignore it. The movers, after tearing it, did not say anything to us about it, we happened to see it when they were done and they said "Oh yea, contact [redacted] at the main office and we will have someone come and fix it". They never came to fix it and they were trying to hide the fact that they even ruined our brand new leather couch!! I work at a marketing firm and I feel I am more than entitled to let the public know about how unprofessional this company is and will be ding so. [redacted] had the nerve to tell me she could not talk about it because she was on a personal call at the time. So unprofessional and they clearly do not care about how they treat their customers. I want people to be able to know how unprofessional this company is and hopefully by looking at their Revdex.com score they can do so now.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted]: This complaint was answered already, but I will restate our position once again. We moved [redacted] into the basement apartment and part of her belongings included a sofa the she and her husband had completely wrapped in plastic. After we delivered it in, they removed the plastic and pointed out a small tear in the fabric. My men were adamant that we did not rip the sofa. Never the less, we submitted the claim to our insurance company. Our insured (Granite State) had made the settlement of $72.00 for the damage. [redacted] has refused the amount and instead elected to go on this campaign to damage our well earned excellent reputation by trying to black mail us into a full refund. To say that we do not care about our customers is unfair and unjust. Please check our record over the last 18 years. I may pursue the legality of her basement apartment with the Town of Smithtown Zoning board if she continues to badger our reputation. I would also like for you to see the damage that she is claiming.

Please mediate as best you can to satisfy all parties concerned. As stated above, our reputation means everything to us.

Best regards:

[redacted], [redacted]

Quality Moving and Storage

###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

As I have stated earlier this business is lying about the events that took place. We even have in recording the guys that ripped the couch that admitted they did it and to call [redacted] and they will come to replace it. Clearly they are lying and we have recording to prove it. [redacted] can look into the "legality" of our apartment all she wants because we are no longer even living there. I have already started a campaign against their company on [redacted] and [redacted] and have had a lot of people with similar requests. [redacted] is unprofessional and this company should be put out there for the world to know about. I am also contacting news 12 about this matter. Thank you :-)

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I hired this company as a result of a recommendation from my former place of work, [redacted], as they did moving of out of state employees. I was moving from Long Island to North Carolina. While the packing portion of the move went well, the lack of professionalism, follow up, constant delays and confusing information made the long distance part of the move a nightmare. I was staying at my daughter's house and had to extend my stay an additional two weeks due to the misunderstanding caused by Quality Moving & Storage's agent as to when my belongings would be put on the truck which caused all sorts of further delays. When I didn't hear from the movers as to the exact day the truck was supposed to arrive in [redacted], I called to find out and as I identified myself, I was met with a barrage of the agent's personal information and a hang-up. I was dumbfounded at this point. The agent called to apologize profusely but in the same conversation accused me of the misunderstanding. Since moving and storage is NOT my business, I depended on specifics from the agent and asked her to explain what 'putting your stuff on this/next truck' meant. The agent promised to be in touch with me to finally let me know when the move would occur. When I didn't hear from her, I called the office and was told that she was out that week - so, no follow through, no responsibility for the job at hand by office personnel. Had I not called, I wouldn't have heard from the office. Even though I requested to be placed first in order of move to make up for the obvious blunder, my request went ignored. The second part of the move, done by [redacted], was also delayed and moved further out because "the schedule was changed," eventually having to be delayed once again because of the truck's inability to enter the street where I eventually moved. At this juncture, I was told that the additional rental of a smaller truck would have to be paid "in cash." I did not have $600 in cash available and so the move was moved once again from Friday to Monday and only because my daughter lent me the money. I never heard of a large company not accepting credit cards! I felt like I was being blackmailed!! As a further note, I am missing some minor things for which I can't file an insurance claim because they're not worth $1000.Desired Settlement: I feel that because of all the aggravation, inconvenience, insults related to this unfortunate experience and the fact that my request for being the first move from the north went unanswered and was instead the last, I should be given a billing adjustment of $1000. The truckers confessed that they couldn't even open the truck unless I paid in advance the full amount.

Business

Response:

The customer had her shipment in our storage facility. She had called up and asked about receiving her goods in North Carolina. We had informed her that a truck was leaving and we could put her on that truck and items would deliver that weekend. She had then advised us that would not work as she had not yet signed the lease. We then asked about the next truck that would have her there the following Wednesday or Thursday. That would work we were advised. After loading the truck and sending it on its way, the customer then advised us that due to religious observance of a holiday, she could not accept the delivery then either. We then rerouted the truck so he would not have to sit idle for two days. Upon receiving the shipment the new apartment we were not able to get the tractor trailer into the complex after the customer had assured us the [redacted] said it would not be an issue. We went out a rented a truck and shuttled it all in to her. We did all we could to accommodate the customer. One of our office staff was out the week that she called in, but there are several others that were in contact with her during the whole process. A $1000 refund is not justified. We should have been made aware that she had not signed her lease yet when she booked, and that she could not take the delivery on certain days that she requested. Our driver had to drive 400 miles in a different direction and come back to her, all at our expense. We understand religious observance, but the customer should have told us prior to requesting those dates.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I will detail the total lack of customer service and consideration for a move out of state which, in itself, is difficult.

- 9/**. I contacted [redacted] at Quality Moving and Storage to advise her I had been to the prospective apartment and was ready to receive my belongings as soon as I knew when they would arrive and I would then sign a lease. She proceeded to inform me that it was too late to get my stuff ‘on this truck’ but it could go ‘on the next truck’ and I could expect it around Monday 9/** or Tuesday, 9/**.

- 9/**. When I didn’t hear from her as she promised, I called to find out what the status was. I was told that a truck was not available and the move was now postponed again to either Monday, 9/** or Tuesday, 9/**.

- 9/**. Left message wanting an update on a definite move date.

- 9/**. I called again since I hadn’t heard back and was met with a barrage of insults and a hangup - all after I had just identified myself.

- 9/[redacted] I received a call from [redacted] first apologizing profusely for her loss of control which turned into a blame-the-customer for her ineptitude tirade. I also was informed that I needed to sign papers which were never given/sent to me previously but they did not have this done as they should have. I immediately sent a response letting [redacted] know that I did not have a printer available and would send this to her via regular mail and that I approved the transaction. [redacted] assured me that she would also provide me with the trucker’s cell phone number which I never received. It was during this conversation that I told [redacted] that Thursday, 9/** was a holiday and I would not be available for the move. Eventually, 9/** in the afternoon or 9/** was determined as the still probable move. At this point, I was still not assured of anything except that everyone wanted to get paid.

- 9/**. In the same email, I noted that I was expecting the move to take place Wednesday, 9/** in the afternoon or Friday, 9/** and to correct the apartment number to [redacted]. This, of course, was something that was not transmitted to National Van Lines which were doing the long distance move.

- 9/**. I called and left a message wanting to know status of the move date.

- 9/**. Knowing that [redacted] would not be in the office on this day, I sent an email to the office saying that I hadn’t heard from anyone regarding the move 9/** or 9/** even though I was assured that someone would be in touch. I also still did not have the trucker’s cell number and it was already the day before the purported move.

- 9/**. Well, Wednesday 9/** came and went and I received an email that schedules were changed and I would not be moving 9/** but on Friday, 9/** between 8 and 10 am. No trucker’s cell number and no confirmation that the apartment number had been confirmed.

- 9/**. Got a call from the trucker to say that the schedules were changed once again and he’d be at my location at noon. Received a call again as I was arriving at the apartment that noon was out and he’d be there at 2pm. Got another call later to say they were still delayed and would be at the apartment at 4 pm. At this point, I had been at the empty apartment for several hours and being disabled made the wait more difficult for me.

- 9/**. 4:30pm. I received a call from management saying the movers knocked on the door but there was no answer. The reason? They went to the apartment originally listed on the paperwork and ignored my constant reminders to [redacted] to ensure and change the apartment number.

- 9/**. 4:45 pm. The movers walk in and let me know that they cannot get their moving truck into the street - even though I was advised that this would not be a problem by building management - and they have to rent a smaller truck and move my belongings from the larger truck to the smaller truck and then to my home. Needless to say I was at my wit’s end at this point! Now the movers proceed to tell me that the additional rental of a smaller truck will cost me $600 and it has to be paid IN CASH and I had an hour to get back with any changes to the trucker. I never heard of a company not accepting credit cards! I did not have $600 in cash available but my daughter lent me the money.

- 9/**. I called the trucker within the hour to let him know that I would have cash available for the Saturday move. Result? No answer. No call back. No move.

- 9/**. I get a call from the trucker that they JUST heard my message and they’ll be ready with the move in the afternoon.

In essence, I first contacted [redacted] on 9/** and my move didn’t happen until 9/** mainly because of poor logistics, coordination, lack of customer service and just plain rudeness. On this basis, I feel that this company not only should have made me an offer to make up for the continuous blunders lasting 19 days - something they didn’t do - but compensation in the amount of $1000 is only fair at this point.

For the sake of good order, please note that I have emails and phone records to back up all the information provided above.

Sincerely,

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Description: MOVERS, STORAGE-HOUSEHOLD & COMMERCIAL

Address: 1575 West Mable Street, Anaheim, California, United States, 92802

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