RBS & K Home & Building Inspectors, LLC

Dear *** and Revdex.com: We are really surprised to receive this complaint after we talked several times with the customer, sent emails with all the information regarding the discrepancies and the delivery was made within the time previously agreedWe provided a quote based on a list of items provided by
the customer over the phoneWe received a list of items which BY LAW, we are required to enter in a Federal Software designed to estimate the amount of space required on our truckAs a result of the list received, it was determined the space required was around cubic feetThis software uses a database of average standard American sized itemsOn the day of the move, we loaded on the truck a total of itemsThis represents about 66% more items than the ones we were previously informedSince we do not expect from our customers an exact number of items and since we work with a software that calculates an average standard size of the items, it is expected that this quote we offer over the phone is just an estimate and will be as accurate as the information receivedOn the day of the pickup, we are required BY LAW to give a Revised Visual Estimate to our customers, prior to start loading the truckWhich the customer agreed, signed and allowed us to start loading the truckAlso on the day of the move, we did some packing for the customer and disposable packing material was usedAll disposable packing materials and handling fees are never included in the estimate unless it's requested and it was informed before the day of pickupThere were: mattress covers used, crate, rolls of tape and rolls of large shrink wrapTotal cost for packing was $Regarding the complaint about time of delivery, we are always clear and straight forward with our customersSince our service is a Shared Load Delivery, this means they are part of a large foot truckIn order for us to afford our competitive price, we need to fill up an wheeler with more than job going to either the same area or at least close enough so we can create a viable route for our trucksWe inform our customers it takes between to days ON AVERAGE to make the delivery from the First Day Ready for delivery and our contract indicates we have up to business days to fulfill the deliveryThe truck left our storage on 12/19/We still need to confirm the exact date of delivery, but on average it takes between to days to arrive to Munster, IndianaWe attach here a copy of an email we sent on 11/30/2015, E-Signed by the customer on the same day which was days before the pickup dateHere we describe our service and everything that is included or not, delivery time frame and moreWe do understand that there was some kind of a miscomunication between *** *** who was present on the day of the pickup and *** *** the person receiving the furniture on deliveryWe do want all of our customers to be happy with the service we provide, but first they need to understand what our service includes and how the cost is calculatedWe will be contacting the customer today to find out the best way to explain the charges and explain any questions or concerns she might have about our serviceRegards Customer Care @ Viper Moving & Storage

I am rejecting this response because:The first thing wrong with their response is that our list was inaccurate. When I first spoke with a rep, I gave precise dimensions of the furniture we own. I believe we might have had two extra medium sized boxes, but I was very thorough with the rep on the phone. If there was a mistake in estimating the cubic size, it was on their side and it's unacceptable that we should be held responsible for that. Second, I completely understand that every company does estimates and they are liable to change. I also understand that there are laws where they have so many days to deliver the items. My issue is that when I first explained our situation to this company, I was told there is no way it will take longer than a week to deliver, that even if there was an upcharge for the inventory it wouldn't exceed my maximum budget, etc. This company got me to sign on completely false pretenses and then when I do sign with them, I get treated with disrespect and then furthermore, ignored? Continuing on that, they say I never reached out after the delivery, but in fact I did, on three separate occasions. I received a generic "we need more information" email back after my first attempt and then after that, nothing. There is damage done to our apartment, we just got back up on our feet after being completely blindsided with the amount difference in our bill, and I feel so disrespected by this entire company, it's disgusting. I even waited after reading their response to Revdex.com  since they said they would be contacting me and again, they haven't. I'd like to make it very clear to this company that they need to start treating their customers with more respect, hiring employees with customer service skills, and stop robbing people at a vulnerable time. I would love to handle this outside of court, but I will go there if I have to. Thank you,[redacted]

Dear [redacted] and Revdex.com:First of all, we apologize for any inconvenience you had
with our company.Regarding the cost of your moving, I see that the estimate
we gave you over the phone was based on a list of 61 items you provided us. We
loaded this information into a software provided by...

a federal agency that has a
database of average size of household goods in the United States. As a result,
we had that your belongings were going to occupy approximately 1143 cubic feet
and at a rate of $4.55 per cubic feet, the estimate was $5200.00. When we
showed up on the day of the pickup, we ended up loading not 61 items but 174
items. You are not actually being charged “by item” but this gives us an idea
that we had to load more items than what we were told. Since the final cost of
your moving is based on the actual space required on the truck, it is easy to
understand that more items will increase the price. This increase was not proportional
to the number of additional items. The price increased only $1800.00 which
moved the price to $7000.00 (without packing materials). As you can see on the
Bill of Lading we attach here, a lot of packing was required, and for packing
materials you had a total of $1822.00. The total cost of your moving was
$8820.00 for 2 reasons, as we already explained:1-You had more items that were not told to us when we gave you the quote over the phone2-There was additional packing materials that were required.I would like to mention that a few days after the pickup, we
received a call from you saying there was a mistake in the packing materials
since you were being charged $120.00 for mattress covers that you bought before
we arrived, we took responsibility for that and applied a discount for the
$120.00 for the mattress covers. We do not force our customers to move with us or to sign a
contract without their consent. We are required by law to give our customers a
revised visual estimate, which we did and you agreed by signing the contract.
Even if everything was loaded on the truck and you decide not to move with us,
we are required to unload everything back to your house. So, our customers have
control of that until the very last minute.Our jobs are measured not by weight but by space (cubic
feet). Since other companies use the weight system, we provide an estimate in
pounds so you compare our prices, but on the day of the pickup everything is
measured by space since it is the real indicator of the price. Weight is not a
precise way to calculate the cost of a move.Insurance: By law, we are required to offer a basic
insurance that covers $0.60 per pound. In case you want additional insurance,
you need to talk to an insurance company before the pickup since we do not have
a license to sell a full value protection insurance.We remember talking about the missing boxes with you. As we
informed you before, in case you have any damaged or missing item, you need to
send back the Claim Form we sent you in order to start with the insurance
process. We are not able to just give money for damaged or missing items
without an insurance process. I’m sending you again the claim form we send you
before. The process is very simple, you need to fill up the form with the
required information, send a list of damaged or missing items and attach
pictures just of the damaged items. Once you have all that, you need to send
all that information to our claims department who will process your claim. If
you are not satisfied with the result of the claim, we can talk again and with
that as a base, we can negotiate the amount for the compensation that you
consider is fair for your damaged and missing items.We are willing to work with you and offer a fair
compensation for all your inconveniences, but it is required that you send the
Claim Form to start the insurance process. This is the first step in order to
get to get this resolved. If
you need help sending the claim form, please let us know how we can help you
with that.Please, feel free to contact us directly to our Customer
Care department or through the Revdex.com if you consider necessary, to resolve all
your inconveniences.Regards.Viper Moving and Storage.

Date: 03/28/2016 To: Revdex.com Re: [redacted] Dear Supervisor,   We would like to begin by letting you know that this person - [redacted], is not our customer. She claims to be the coordinator of this move, but the legal binding contract we have is with [redacted] & [redacted] only. We never charged a cent from [redacted] - therefore never gave her any kind of service. Throughout this move, we communicated directly with the Customer - [redacted]. [redacted] is the one who signed the paperwork - he is the owner of the goods. During the delivery - we were trying to give [redacted] a discount - and there was an adjustment form needed to be signed in order for us to apply that discount prior to delivery (per [redacted]'s request). Mr. [redacted] apparently asked this person [redacted] to help him with faxing the form and signing it.  Eventually she didn’t do it. For her own personal reasons. We apologize if [redacted] feels we were rude in any way – we never meant to be rude. We have to emphasize this point since this is a legal matter. We decided to give our customer a discount, and we told him we could adjust it after delivery. If the customer prefers having the adjustment done prior to unloading – we need to sign an adjustment form – since the amount that was going to paid was different than the amount he authorized on the paper work. This is an insurance requirement. Therefore – we sent him the adjustment agreement. When we explained to [redacted], she found this request to be rude. Our customer Mr. [redacted] however – completely understood and respected it. We faxed it to the storage facility where we dropped it off, and [redacted] signed the adjustment form himself (attached) Since [redacted] is not our customer - we don't expect her to know the contract. But there still 2 issues we would like to clarify anyways - Additional charges and Delivery time frame.   Regarding additional charges. [redacted] received an estimate from us for 400 Cubic Ft. as he requested to us. We usually provide a estimate based on a list of items that can allow us to measure the approximate space required in our truck. In this case, this customer decided not to provide us with an inventory list. There could be different reasons for a customer not to provide an inventory list. Maybe [redacted] as the "coordinator" of this move insisted on a 400 Cubic ft.  – Based on other quotes she received, maybe she based it on her own assumptions or experience – or maybe she just liked the price. Since we never received the list of items to be loaded in our truck, we never had the necessary tools to measure a more precise price quote. So we gave her a quote for 400 Cubic ft. of space – per her request. Just for to be clear. If not list is provided in the first place– than you cannot really call it a "price change". [redacted] Claims to be the "coordinator" of this move – but on the day of pick-up she was NOT present. Obviously she doesn’t know – but we've loaded close to a hundred items on to the truck – as a reference of a lot more than 400 CF. Also.. On our contract which our actual customer ([redacted]) signed on, we specifically mention disposable packing materials as an additional charge that may apply – like most moving companies – we charge for packing. (Attached in PDF) On pick-up day – [redacted] had authorized the additional charges of cubic ft. and packing. By the way – I think the real reason [redacted] is angry – is because she did not do a good job coordinating this move – not providing the right information-or any information at all. Our customer however – the one that paid – the legal owner of the furniture is not complaining.   Regarding Delivery: On the day of pick-up, we asked the customer ([redacted]) when is his First available day for delivery. [redacted] Signed for IMMIDIATE DELIVERY – asking us to deliver ASAP. We did as he asked and loaded his stuff on a truck. For a direct delivery. A few days later- while the stuff were already in transit - [redacted] called us, asking us to keep the stuff for another week? Obviously that was not possible – but [redacted] refused to understand the basic logistics and the terms and conditions of our contract. We offer all our customers 30-days of storage. From the day of pick-up - to the customer's first available day. Once a customer informs us he is ready for delivery - his belongings are being loaded for shipment – that is based on the FIRST AVIALABLE DAY for delivery – written on the paper work (attached) We tried explaining to [redacted] – it is not possible to change the First available day for delivery while the furniture is in transit - but she refused to understand, and found it rude as well. The face that you misunderstood something - doesn't make it wrong. We are considering legal actions against [redacted]. All documents are attached. For you to consider. We are asking this complaint to be terminated. Please don’t hesitate to contact us for any further inquiries Thank you.

Dear Revdex.com I am not unaware that people that pray on the public for illegal gain will tell untruthful stories to coverup there activities. And this is true in this case, and it add to their criminal intent.All of their claims are fiction and add their criminal plans to escape having to earn a proper income from their service. Every claim of that they have put forth does not support the facts. How can they claim they offer a contract for $6,900 and then proceed to ask for over $12,000. No one in their right mind would agree to that. All I ask is for a fair price.Sincerely [redacted] [redacted] esq.

I am rejecting this response because: I have yet to receive any emails from Viper. The company has never reached out to me to resolve these issues. Since I began trying to work with this company to resolve the issues they have ignored emails and would not return any calls. Looking on the Revdex.com website I have discovered that Viper is not even licensed to move us out of the state of California and at this time the business is not licensed by the department of transportation at all. The business has done nothing but avoid and ignore us and at this point I would appreciate it if something could actually be done about it. All I want is the difference between the estimate and our final bill plus compensation for the damages done to my new apartment and goods. Viper has lied about their attempts to resolve anything and this is getting old.

We agreed $200 for the inconvenience and we will process the refund as soon as we receive all the information required to the customer.

I am rejecting this response because: This company should be put out of business for how they treat people.  They are liars, scammers, do bait and switch on their prices.  They don't stand by what their people tell you.  If I don't get my $1,000 back or at least $500 I will be contacting a lawyer to see about doing a class action against them, will contact CPUC and file a complaint to have them investigated and shut down.  I have in an email from [redacted] stating in writing what I would be paying at pickup and delivery and it was $1460 with the $95 dep not $2300.  You the Revdex.com has this email on file.  They didn't even take all my belonging and it was on the packing list always the packer refused to take to items totaling over $300 which I had just bought and I was told they would take everything, just another lie.  They NEED TO GIVE ME MONEY BACK!!!!!!!!!!!!!!!!This company has hurt a lot of people see just some of the review and there are many more: [redacted]
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Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. We are back in business again and I'm expecting my belongings to arrive in PA soon.Thanks,[redacted]

Dear Revdex.com and Ms. Davis:   We still don´t understand the nature of this complaint since this issue has already been resolved and we have already paid the compensation agreed and signed by our customer for the insurance claim. We have already sent all the legal documents about this situation including the SIGNED Letter of agreement for the insurance claim and the receipt of the reimbursement. We have already processed the reimbursement on 02/29/2016 to the customer´s credit card. The reimbursement takes only within 24 to 48 business hours to be credited back. We have a Letter signed by [redacted] and notarized by a notary public from the State of Florida indicating that all issues have been already resolved. The only thing not resolved before 02/29/2016 was the payment that was immediately done after talking with [redacted] that day. We have proven our good will to resolve her claim and just don´t see anything pending on our end. If the Revdex.com understands there is something else that needs to be resolved, we would really appreciate any help you can provide us. Regards. [redacted] Customer Care Supervisor [redacted].

We rarely speak our opinion about any customer even if they are wrong.In this case we will make the exception.Dealing with Mrs. [redacted] has been the worst experience we have ever had with any customer ever.At one point we offered her a full refund and to return her belongings back to her house...

before delivery and to cancel the whole deal.1. She booked with us, canceled and called again to book last minute a day before the move.2. We DO NOT offer full packing service for free. She was given an estimate for packing based on her list of items.Her original estimate was based on a list of 65 items. On move day we took from her home 76 ITEMS that took more space and she was billed accordingly.3. The cost of packing also went up as she had more items to pack.4. On the day of the move after she called our office multiple times and we explained to her the difference in cost and offered her to cancel and return her the deposit she refused. We then applied a $200 discount to her bill to make her happy.5. Our contract is 30 days for delivery. No one offered her 4 days. We have a signed email from her BEFORE the day of the move regarding this.6. She called our office EVERY DAY for an update about delivery. We explained that we have a shared load delivery and it is subject to many changes. We call our customer a day before delivery that is also in the signed email.7. On day of delivery she refused to pay her balance prior to unloading. Our contract is in accordance to federal law that stipulates all payments must be settled prior to unloading the truck. Obvious reason is customers not paying and haggling (which she did…) and for insurance purposes, there is no insurance coverage if items are unloaded without payment. It’s the exultant of buying insurance for your car after you had an accident…8. We never refused to unload we made it clear that we will unload but that by doing that she is waiving all her contractual rights.9. We reassemble furniture we have disassembled. Upon delivery the driver had had a problem to reassemble her bike. Our drivers are NOT bicycle technicians and he was uncomfortable of doing it (we are talking about the fast wheel release she is complaining. Ridiculous by itself……)as a curtesy and just to finish the unloading I told her to call I bike shop and send me the bill for connecting her wheel.10. The driver was missing 2 screws to reassemble her bed. I again offered her to find a professional handyman to do it for her and send me the bill.11. We have over 10 phone calls recorded only on the day of the move.12. Eventually she decided to call the police on our driver for not assembling her bed – which I told her that we will pay for13. I instructed my driver to leave her home as she was shouting at him and being abusive on the phone as well.14. As my driver left her home she stood outside shouting “rape rape help me”15. I called her to ask if she did that she was surprisingly calm and denied it without even asking why am I asking it. We have all these phone calls recorded.A job that takes 45 minutes took us 3 hours to complete.We are still willing to pay for a professional handyman to reassemble he belongings.However we will not pay anything more. She received perfect service and in accordance to what was agreed on verbally and in emails.Her conduct is borderline criminal.All her complaints are opposite to all correspondences we had.She is more than welcome to send us the bill for reassembling the bed and of course if there was any damage we have the basic insurance to cover it she only needs to file a claim.She never communicated with us after that dayI recommend no service provider EVER work with this individual.We have attached all the paperwork regarding her move including the signed email offer

Dear Revdex.com:As the Ms. [redacted] says, we offer 30 days of free storage from the day of the pickup to the first day she is ready for delivery. In this case, the pickup was made on 07/07/2015 ant the first the Ms [redacted] was ready for delivery was on 07/28/2015. There was never any charge for storage...

fees.Ms. [redacted] called on 07/22/2015, talked to me and informed me that her First Day Ready for Delivery was on 07/28/2015. As we inform from the first day we contact all our customers and before they are even booked, deliveries ON AVERAGE take between 7 to 14 business days from the first day ready for delivery. By contract, we have up to 30 days to deliver, again, from the first day ready for delivery. Finally, the customer was delivered on 08/09/2015 which is only 12 days from the first day she was ready for delivery. This is within the normal timeframe that we informed and there was no delay at all.Regarding the charges, I know the customer is not complaining about, but I want just to mention something. When we gave her the first quote, it was based on the list of items she provided us. We were provided a list of 52 items and according to our software provided by federal government, it was estimated to be 450 cubic feet. The price estimated was $1550.00. When we showed up, we picked up more items, a total of 81 items. Given the increase on the number of items, the price was adjusted since more space was required. On top of that, there was an additional cost for packing and labor for that packing. The final price including additional space, packing and labor for the packing was $2100.00. We attach here the Moving Estimate Ms [redacted] E-Signed on 05/22/2015. This document is not written in legal terms and it was made to describe our service in the easiest way possible. Also, we attach the paperwork signed on the Pickup. You can see on both documents the informed delivery date and you can also compare the number of items provided by the customer for the estimated price and the amount of items that were actually loaded the day of the truck.Since the day of delivery, we have never received any call or email from the customer asking for a compensation for what she claims was a "long wait" to receive her belongings. We understand that everything was delivered within the time frame informed even before the pickup. We do not feel the obligation to compensate her for deliver within the time frame that was correctly informed but we want all our customers to have a great moving experience and we will try to find the way to make her happy. We would like her to contact our Customer Care department who will be more than glad to assist her. Ms. [redacted] can contact us to the phone number (844) 807-7493 or by email to [email protected], let us know if there is anything else we can help you with.Regards.[redacted]Customer CareViper Moving & Storage

This is my respond to Viper Moving and Storage. They did not offer an estimate price, but a contract price, which they did not honor. They did not tell me that I would be subject to a amount over 2000 cubic feet, until the loader told me that there was more room to put some of my left over in the truck and it would be 2000 more at $2,400. The truck was only 2400 cf and they charged me for 2600 cf. My reference to the loaders was the fact that they spent most of there time talking, laughing and standing around, the point was that they were washing time so they could charge for the whole day. The fact that they spoke Spanish was we did not know what they were saying, and it seemed to us that they were getting paid for a while day when they did not work a while day, the owner of the [redacted] how wrong it was for them not to be working harder, in fact he told them so. They contract to sell me wrappings for the items that needed wrapping at $300 and charged me $2100. I have experience in Criminal law as a Detective, Prosecutor, and Judge for 48 years and I think I am a good judge of people that our not honest. Spectfully, Judge [redacted]Dated April 21, 2016

[redacted]:We apologize if you misunderstood how our moving company works. Basically we picked you up, we kept your belongings in our storage in California for a few days until we had an available truck and sent it out to meet your delivery expectations.  After the truck left our storage not only with your items but also with other customer’s belongings, you called us to change the delivery date. At that point, we are not able to send the truck back to California and delay the delivery of the other customers. Our driver already tried to deliver already last  week. Since you were not ready to receive your items, we had to unload your belongings into a local storage near your house, and the driver had to continue driving to deliver our other customers that were on the same truck. That storage does not belong to us, so we had to pay already a whole month of storage and we are willing to waive the charge for you. Now unfortunately, we do not have a truck near South Bend, IN to make second attempt of delivery. After you pay the remaining balance, you will be able to go the local storage and get your items. Regards.Viper Moving and Storage.

Hello,   We would like to let you know that we have faced great difficulties to communicate with this person, and eventually refused to move him.   On the day of pick-up, Mr. [redacted], had more things to move than he originally told us. like every moving company - we charge for the actual...

space measured on the truck. And since the driver was looking at significantly more items onsite  - we informed the customer that we are looking at something completely different than what he had described to us over the phone.   Therefore, we gave him a revised estimate onsite - and offered him a revised fixed price - based on that visual estimate. a revised visual estimate is a legal requirement in this situation, and it needs to be done prior to loading the truck.   Meaning - we did not load or do anything before getting Mr. [redacted] and his wife's consent on a price. He and his wife - authorized the final price for the job - and signed the paperwork.   a few minutes after the truck left the location - we received a call from Mr. [redacted], he was trying to haggle the price, while we were already on our way back to the warehouse. we turned the truck and returned to his house, in order to unload his belongings - since he disagreed to the price he signed for. at that point - he literally begged us to move him - and approved the price again – so we agreed and drove back to our warehouse.   the next day - we were shocked to find out he had posted a complaint through your website, before we had a chance to load his belongings on a shipment. Mr. [redacted]. called us right after posting the complaint, just to inform us - that it was posted. he then started to discuss the delivery time-frame and haggle the final price - for the third time. once again - disputing his own signature on the paperwork and contract. once we realized - he was using this complaint as a tool for extortion - we decided we are refusing to do any business with this individual. therefore, we feel obligated to let you know, we have refunded everything that we charged from him, and asked him to find another moving company to relocate his belongings. we also believe that his complaint does not reflect the way the we do business nor our true consumer experience. we never faced this kind of situation - this is the first time we find ourselves refusing a customer. attached is all the documentation  - as a record for these events.   we recommend for any company to avoid doing business with this individual we are proud to provide a clear and understandable service to all our customers. a customer cannot expect to move more things - that take more space on a truck - and not to pay for the additional cost of it. we trust the Revdex.com to distinguish between actual complaints to an aggressive haggling tactics Respectfully,     [redacted] Viper Moving & Storage Customer Care [redacted]
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